Van Bortel Ford - Service Center

WOW -- Incredible Customer Service from the start!!! I had been experiencing problems with my clutch on my 2006 Mustang. In calling the dealership I usually got to, they were not able to get me in til b I had been experiencing problems with my clutch on my 2006 Mustang. In calling the dealership I usually got to, they were not able to get me in til beginning of June. So I had a friend say call Van Bortel and see what they can do. Immediately called, and without hesitation they were able to set-up an appointment for me that same week. Upon arriving to their Ford Dealership on Marsh Road, I was greeted by members of their staff at 6:30am with a "good morning, how can we help you today". Doug Hicks was assigned to me, and immediately asked one of the Service Tech (Steve R.) to take a look at my car to see what he thought, and before I could meet Steve at my car; he had gotten out confirmed it was the clutch, and explained to me (in language that I would easily understand) what the issue was, and what needed to be done. As this is my only vehicle, I let Doug know that I would need a loaner car if the clutch could not be replaced that same day. Throughout the morning Doug called to keep me posted, and when he called to confirm the cost, parts, etc. -- he let me know that one of the parts which was indicated to be in stock was not, but was being ordered, and would be in the next day. He then said, I've already lined up a loaner car for me through a Rental Car Company, and simply need to know what time I could pick up the rental car. Doug let me know what all of the paperwork for the loaner car was done, he could confirm the pick up time for me, and that I was all set. I have never experienced a level of customer service like this before. Very impressed I truly have to say, Doug and Steve throughout the process explained everything to me, and what I could expect. A stressful experienced was truly made less stressful by Doug, Steve, and the Service Dept Team; even Jeff who brought me to work that morning. I would highly recommended Van Bortel Ford to anyone who has a Ford vehicle and is looking for quality service, and a level of customer service that cannot be matched. Matter of fact, I now will be bringing my vehicle to Van Bortel for any and all service needs. You have made a customer for life!!!! More

Van Bortel Ford does it right! Once again, Van Bortel exceeded my expectations. I stopped there because my windshield wiper fluid sprayers were not working properly. I didn't have a Once again, Van Bortel exceeded my expectations. I stopped there because my windshield wiper fluid sprayers were not working properly. I didn't have an appointment but drove into the Quick Lane. I was greeted by Kelly who said they would be glad to look at it. While my car was being looked at, she noticed my NYS inspection was due this month and asked if I would like them to do that as well. I ended up being there for only about 40 minutes, my washers were fixed and my car inspected. Try and do THAT at another dealer -- I don't think so The staff at Van Bortel is awesome and I would recommend them to anyone! Thank you Ms. Van Bortel for a great experience. More

Winter coming...tires almost worn out Rebecca and Guy exceeded my expectations this week. While technically the "60000 mile" tires I had were not yet worn out (with 1-3/32 of tread to g Rebecca and Guy exceeded my expectations this week. While technically the "60000 mile" tires I had were not yet worn out (with 1-3/32 of tread to go), there were only 38,000 miles on them and winter is looming. I was given a pro-rated discount a new set of tires. Because the original brand was on backorder, I was given the option to buy a different brand. On top of that, they matched the competitive price for the different brand. It's the great customer service that keeps us coming back (from Chili). More

Help with compassion!! My car decided to die one day after work. Being a single mom with no one here in NY to help I remembered my friend saying what great work Van Bortel My car decided to die one day after work. Being a single mom with no one here in NY to help I remembered my friend saying what great work Van Bortel did. So I had my car towed there and prayed for the best. I found Rebecca and Andrew helpful, supportive and professional when I was stressed and with no way home. I was given a loaner for the long time my car was being worked on. When I came to pick it up the wonderful people in the cashiers office helped me with the payment and even found my lost jacket. Ryan helped me understand the bill and warranty. Compassion, support and professionalism. Great team, great job and you have a new customer for life!! Thank you for taking great care of me when you could have taken advantage instead. Integrity!! WOW! More

Pleasantly Shocked I have come to expect lackluster customer service or perhaps one person who acts like they are glad I stopped by. But at your dealership, I was shocke I have come to expect lackluster customer service or perhaps one person who acts like they are glad I stopped by. But at your dealership, I was shocked that every single person I encountered was over-the-top pleasant, friendly, and helpful, especially Brandon McKenzie who went out of his way to help me. I watched as the workers interacted with customers and I watched as they interacted with one another. I was impressed by the level of respect they showed one another. Van Bortel Ford is a special place and I will be sure to return for any automotive needs I may have. More

Parked in my garage, my car wouldn't start. Triple A came. Towed to Fairport Ford on April 2, 2011. I rode in the tow truck. The service department was full up but Guy Kalpin took a look at the car. came. Towed to Fairport Ford on April 2, 2011. I rode in the tow truck. The service department was full up but Guy Kalpin took a look at the car. He determined it wasn't anything major. So, instead of having me hitch a ride home (it was late on Saturday: they were open til 8pm) they did their best to work me in. About 1 1/2 hours later, I was on my way; a very happy senior woman. Today I looked up Fairport Ford's telephone number online and came across some very negative reviews which were submitted when the company was owned by Mr. Cortese. I want those who read the negative reviews to know that Fairport Ford has been taken over by Kitty VanBortel. I bought my Ford 500 from Cortese, so I feel very qualified to say there has been a huge change in the way the new management team's customer care is handled. More