Tropical Ford - Service Center

Expected the worst but This is my second new Explorer and on both I found corrosion on the hood edge. I took it in and found it was out of warranty but I insisted it should This is my second new Explorer and on both I found corrosion on the hood edge. I took it in and found it was out of warranty but I insisted it should be a recall issue having nothing to do with warranty. The body shop person I think his name was George sent it in to Ford for approval and was denied. After talking to Ford Customer care I was lets say ready for a fight at the dealership. I went in asked to speak to who ever was the person in charge and was not going to leave until I did. Jack Grace made a call and told me to have a seat for a minute. The next person I talked to was Brian the head of the service dept. By the time I left his office my whole attitude had changed. Brian told me he agreed with me and the hood would be replaced at no charge to me. It just so happened when the hood came in, I was having transmission problems. I went to talk to Brian about the hood and before I new it I was in a rental on my way home again at no cost to me. I was in the rental for a week waiting for trans repairs. When I picked up my Explorer I was on vacation for a week and took a road trip about 1000 miles it worked great. On the way back I noticed my steering wheel was not straight any more. I called Joey my service writer. Joey told me to bring it in it would be taken care of no problem and no cost. OUTSTANDING This is how to keep customers coming back and I always will. I don't expect everything at no charge, I have paid my share and paid a good price for the SUV. More

BEWARE OF SERVICE DEPARTMENT 8/11/2014 BEWARE OF THE SERVICE DEPARTMENT We were in the market to add another vehicle to our painting company fleet. We found a used Ford E250 in 8/11/2014 BEWARE OF THE SERVICE DEPARTMENT We were in the market to add another vehicle to our painting company fleet. We found a used Ford E250 in Orlando from a private owner. I called Tropical Ford which was the closest dealer to the gentleman who owned the truck. I spoke with Steve , a service rep asked him if they would inspect vehicle. He said yes, I'll be here on Saturday I'll make sure I take care of you. We drove down from Ocala on Saturday, met with the gentleman selling the vehicle, took it for a test drive... DROVE GREAT ! Tropical Ford put it on the lift said give us about an hour, we will let you know if we find anything wrong. After the first hour, Steve said their were some issues, showed us the list gave us a price and said it will not be any more than this. We purchase the vehicle from the private owner. After that happened, Steve says how the vehicle is NOT safe to drive back to Ocala and a $2500.00 fix went to a $4300.00 fix. We have NO CHOICE as it is now Saturday afternoon almost closing time, we leave the vehicle to be fixed with what we discussed and have on paper with Steve being promised it will be ready one week from then. Friday morning I decide to call Steve to confirm pick up for Saturday morning as discussed. He informs me that their were additional items they found and they fixed.... But their is an additional LARGE CHARGE. I asked to speak with the Service Manager (Gaylin). He said that additional items were fixed. I said who authorized that, I NEVER GOT A PHONE CALL ON ALL THE SUPPOSED EXTRA PARTS IT NEEDED AND TO TOP IT OFF THEY TOOK OFF PARTS THAT THEY DIDNT THINK THAT WAS THAT IMPORTANT ( front suspension, ball bearing etc) . Gaylin said Steve was suppose to call you and inform you of all the extra charges. I said he did not. Gaylin says " Shame on him". I say that's how you handle this, if this was my employee he would be fired on the spot. Gaylin said I'll do those items for half off and I promise it will run like a gem and be done Satirday afternoon. He called Saturday af 1:30 to let us know it was done they test drove it and everything runs perfect. I asked will you be there when we pick up. He said defiantly. We arrived and Gaylin just had left for the day we were told and to our disbelief Steve the service rep was there. We left with the truck got 18 miles on the highway and it overheated and we were stuck. I called to let them know, and of course no one could help. We towed the vehicle 77 miles back to ocala . I left Gaylin the Service manager a message Saturday. Today is Monday evening, still no phone call back. I also left a message for Brian , Galin's boss and Mr. Massey the owner. Obviously they got our money so they could care less that they did shady work, lie and deceive people. NO ONE SHOULD EVER GET VEHICHLES SERVICED OR BUY A VEHICLE HERE. MAYBEE THEN THE OWNER WOULD WAKE UP AND RESTAFF HIS EMPLOYEES WITH HONEST PEOPLE. More

Great Staff, and saved our vacation. I had my card serviced at home before we drove over 800 miles to make sure we had no problem, but that was to good to be true. After arriving to Orland, Florida t serviced at home before we drove over 800 miles to make sure we had no problem, but that was to good to be true. After arriving to Orland, Florida the check engine light illuminated so I knew this was going to be a major concern. Was two Ford dealership in the area and saw Tropical had better reviews, so off we went. After drooping off the car I asked about a rental car and Ford had two and I picked one. They showed up and gave us a great deal because of Ford and this car was over the top! Then came the bad news, but it was given with tact and respect and that gave my confidence that they would do the job right. The had to replace the motor and do the job in less than two days. They stayed late and came in early the next day, just to make sure we could leave out as expected. They found several other concerns while doing the job and took care of it without charging extra. If you have any Ford troubles or concerns I would recommend this service department! They are top notch and you should talk with them first, but if you are reading this after going some where else, then give them a call you will be glad you did. Finally, I wanted to say THANK YOU for all of your work. SEMPER FIDELIS More

I am the field supervisor for CBC Transportation, and one of the cars on my fleet had transmission problems. I decided to give Tropical Ford a shot. What a right decision! They directed me to their own tow s of the cars on my fleet had transmission problems. I decided to give Tropical Ford a shot. What a right decision! They directed me to their own tow service, who picked up my vehicle and dropped on site in less than 2 hours. Once I reached the dealer, my van was already diagnosed and parts had been ordered. I gave Mr. Barret a confortable week to work with it, but in an amazing two days my van was ready for pick up! Truly amazing that places like this are available for business. This dealer is number one by far! From now on, that's where my fleet is going. Igor Thorstensen Field Supervisor CBC Transportation Orlando FL More

I would never recommend this dealer to anyone unless they were an enemy!! My 99 ford f-250 was in for service last July. Ran ok for about a week. 1 week let me repeat 1 week! I finally found someone that wou were an enemy!! My 99 ford f-250 was in for service last July. Ran ok for about a week. 1 week let me repeat 1 week! I finally found someone that would take the time to find out what was wrong. Dealer replace 2 coil packs 2 injector connectors and 1 spark plug 568.00. Miss fire came back a week later. No i was not going to take it back and be told it is something else altogether and pay another 500.00. It is not my main vehicle. Since then I have replaced all 10 coil packs at my expense still running bad. Had a guy today start taking out the coil pack and spark plugs to see if anything was burnt up because the truck would not throw a code on the computer. he got to cylinder #4 and come to find out the socket wouldn't fit the plug. between filling the tube with liquid and mirrors he found the old injector clips down inside the tube causing the coil to not be near the spark plug! HOLY @#$% REALLY!!!!!!!!!!!!!!!!!!!! I'll be damned if i ever take a vehicle to a dealer again!!!!!!!!!!!!!! More

Brought my car in to have a new key made - when I arrive back at work - realized that the old key had not been programed. Called Derick - he suggested I try a series of steps which did not work (this is the back at work - realized that the old key had not been programed. Called Derick - he suggested I try a series of steps which did not work (this is the worked that I paid Tropical Ford to complete). Had to take the car back to the dealership the next morning to reprogram the old key. I requested the labor charge be credited. First talked to Service Manager (who did not introduce himself or get out of his chair to address my concern) - he offered an oil change - asked to speak to his manager - escorted into Fix Base Ops Managers office (again did not introduce himself) - now offered a future credit - he commented that "I would most likely not come back for serice so go ahead and give me credit". I explained that when a customer has an issue, if it is handled correctly, that customer can become an advocate for that business - if not, they can write a review and tell all their friends as I am doing now. My question is - is $89 really worth an unhappy customer? This dealership has not gotten the message the customer experience is the new playing field - I explained that I had own only Ford brands since I was 17 and they just did not care. I will not be replacing my cars that have 90K and 130K miles on them at Tropical Ford - all for $89 issue. More

Hector is always friendly and akwya explains everything that needs to be done also always answer the phone or return your call if is not available. that needs to be done also always answer the phone or return your call if is not available. More

i took my 2000 ford escape there for an oil change. this place, as far as service, is rotten. they came back with some old dirty tranny fluid on a piece of dirty paper and said my tranny oil had to be repl place, as far as service, is rotten. they came back with some old dirty tranny fluid on a piece of dirty paper and said my tranny oil had to be replaced. besides trying to tell me everything they could add on to the ticket need to be done.when i'm not some young girl who doesn't know anything about cars. plus i had it replaced by the dealer i bought it from only 4000 miles before that. so i demanded the guy go back with me and pull another sample from my escape while i watched, which he refused to do. he fought with me for awhile and said the other dealer ripped me off, etc. i said well let's call the other dealer and get that service manager on the phone and you can tell him he ripped me off and didn't change the fluid he charged me for. well of course he refused. so i left. when i got home i checked it and it was fine and not brown and filled with metal shavings, and filth, etc. like the sample he showed me at tropical. beware when having service done at this place. don't just take their word for it...make them prove it. More