Russell & Smith Ford

Terrible. Disgusted!!! 8/21/18 (Tuesday) Truck oil light came on and I had my truck towed to Russell and Smith Ford and spoke for Service Advisor Keith Black approximately 8/21/18 (Tuesday) Truck oil light came on and I had my truck towed to Russell and Smith Ford and spoke for Service Advisor Keith Black approximately 9am. He informed me he would call me back later that day or early Wednesday with diagnosis and cost. 8/23/18 (Thursday) After numerous calls to Keith Black, I went to Russell & Smith Ford at approximately 5:30pm to see what is going on with my truck. Keith Black informed me, it was the oil Pump and I needed another one and it leaked oil in the engine and damaged the timing chain and other mechanical parts I cannot remember in the engine. He told me the repair and labor should be about $2500.00. He informed me it would be ready by next Tuesday. 8/28/18 (Tuesday) Again after numerous call to Keith Black I had to go up to the dealership due to no response or call back at approximately 5:30pm, and see why my vehicle is not fixed. Keith Black informed me that they had just gotten to it and it would be ready Thursday. I immediately informed him that I was starting vacation and I had a memorial service for my Farther in Louisiana on 8/30/18 and I had planned to leave Wednesday night. He informed me that my Truck will be ready Thursday. I then informed him I would be there Thursday afternoon with my things ready to pick up my truck and get on the road. 8/30/18 (Thursday) Approximately 2pm Thursday afternoon, I came to the dealership to pick up my truck. I asked for Keith Black and went looking for him. He told me my truck was still no ready and I asked him why didn’t he call me instead of have me come there from La Porte for nothing. I told him this is costing me money and wasting my vacation time. He said tomorrow, Friday, it will be ready. I told him I was coming with my things ready to get on the road. 8/31/18 (Friday) Approximately 3pm Friday afternoon I came back to the dealership, due to no response from Keith Black. I was dropped off with my luggage ready to pick up my truck and get on the road. Keith Black then told me they rushed my truck repair and somehow the starter got messed up and he would not charge me labor if I paid for the part about $150.00. I told him do it and get my truck running. In the meantime I need to get on the road to Louisiana. He then got Shane Worsham involved to get me a rental vehicle. Shane Worsham didn’t want to give me a rental but Keith Told him I needed a vehicle due to him promising me my truck would be ready. Shane then told me make sure I was back on Monday and they would have my truck ready. I told him Monday was a holiday and he said that they will be open and someone will be there. 9/3/18 (Monday-Labor Day) After cutting my holiday weekend short, I drove back from Louisiana to the dealership and as I suspected, no one in the service department was there. I then went into the new car show room and asked for the Owner. I was directed to Sam ---------- who informed me that he would email the Service Director, and General Manager about my situation and asked for my contact information and email to include me on the email. I then left. 9/4/18 Tuesday I went back to the dealership expecting my truck to be fixed. Again I was told by Keith Black that is was not ready and it would be ready Thursday. I left visibly upset. 9/6/18 Thursday I was called approximately 4pm on my mobile phone by Keith Black and informed my vehicle was ready. I picked up my vehicle at 5:30pm and informed by Keith Black that it was good to go and he drove it for about 20 min with no problems. I then drove to my job to pick up my laptop. On the way there I noticed it was not getting power when I pushed the accelerator. Then about a mile further up the road the check engine light came on. I was at my job then. After I picked up my laptop, I headed back to the dealership. When I got on Main St from OST the engine started making a weird clanking noise. When I got to the dealership I parked my truck in the service lane and picked up the rental keys off of Keith Black’s desk and left him a note to call me. 9/7/18 Friday I was called by Keith Black to bring in the keys to my truck. When I got to the dealership I went directly to Shane Worsham’s office and asked him if he had a second to come look at my truck with me. I told him about the check engine light and the weird clanking noise coming from the engine. When I popped the hood we both noticed the Engine cover cove was not replaced and the under carriage place was missing as well. He informed me he would handle the repairs himself. He called me later in the day about 3pm and informed me that the original issue was misdiagnosed and he was going to refund my payment. He then told me that he will find out the real problem and get a quote for me to get if fixed. He told me he would call me Monday with a diagnosis and price quote on repairs. 9/11/18 Tuesday I emailed Shane Worsham inquiring about the diagnosis and quote for repairs. He then emailed me saying, “I will have Keith call you now with the estimates. My apologies!!” 9/14/18 Friday 8:16 am I missed a call from Shane Worsham. I returned his call at 8:38am and he told me to tell him which engine I wanted to tell him when to deliver the truck. I told him no one called me and this is the first time I have heard about an engine for my truck. He told me Keith email me and I should have gotten the email quote. I told him I would get back to him that I had to check my email. I returned to the service dept after work and asked if my truck was covered with the 36 month unlimited mile warranty? Shane told me that the quotes were for new engines because at this point I needed a new engine. I told him $3600 is all that i have because they messed up my engine. If you completely broke it you should completely fix it. I was informed that i can either buy a new or used engine less the $3600 i have already paid and come pick up my truck. I told him to put my truck back together and refund my money and deliver it to my home address and then I was told they don't have towing service and I would have to tow it myself. 9/28/18 My truck is ready to be picked after going up there every day to check if I could pick it up. I paid a towing service to pick up my truck and tow to my residence. Now I don't have transportation and I will tell anyone else to stay as far away from Russell and Smith service department as possible. The don't respect your time , and money and don't deserve any business. More

Five Star Experience Our experience with Russell & Smith was five star. From the moment we walked into the dealership, our sales associate Juan Alvarez was knowledgeable, Our experience with Russell & Smith was five star. From the moment we walked into the dealership, our sales associate Juan Alvarez was knowledgeable, professional and thorough. He and his sales manager, Jeff Hutson, went the extra mile for us when we purchased our Ford F150 Lariat. More

Service it was a good experience, though I was demanding, but the work was well done. thank you to Bryan for you patience with me and good job you have done. it was a good experience, though I was demanding, but the work was well done. thank you to Bryan for you patience with me and good job you have done. See you next time! More

Very Pleasant Purchase I figured out what I wanted to pay with taxes/fees included and gave the amount to Joseph Lewis in sales. In a few minutes, I got a call informing me I figured out what I wanted to pay with taxes/fees included and gave the amount to Joseph Lewis in sales. In a few minutes, I got a call informing me they accepted my offer. A really good salesman who knows his products and a friendly dealership without the pressure. Can't wait to go back! More

Battery and air conditioning As always great service at Russell & Smith Ford. From the quick attention dropping off the car to the fast repairs. I am glad that I purchased by Mu As always great service at Russell & Smith Ford. From the quick attention dropping off the car to the fast repairs. I am glad that I purchased by Mustang at Russell Smith Ford. More

New car first service Great experience on my first service of my 2018 Fusion. Drew and the shuttle driver were both great, friendly and professional, and turned around the Great experience on my first service of my 2018 Fusion. Drew and the shuttle driver were both great, friendly and professional, and turned around the oil change and general inspection in a couple of hours. Thanks! More

Great service Took my truck in for a recall and they fixed everything that was wrong they even fixed the items not on recall and my oil change Took my truck in for a recall and they fixed everything that was wrong they even fixed the items not on recall and my oil change More

recall work Service Writer Bryan attended to my recall notice needs immediately and knew all about the recall and what was required to take care of the problem. H Service Writer Bryan attended to my recall notice needs immediately and knew all about the recall and what was required to take care of the problem. He arranged for the work to be performed immediately and completed hours before I expected. Afterwards, he patiently taught me how to use some of the controls pertaining to the audio system. The waiting area was very comfortable and had terrific coffee and cold water. More