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305 Reviews of Ford Country - Service Center
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January 06, 2015
FIRST "SERVICE" EXPERIENCE Monday, January 5, 2015 was my first "service" trip to Ford Country after the purchase of my new 2015 Ford Explorer a few weeks ago. I was told I shou Monday, January 5, 2015 was my first "service" trip to Ford Country after the purchase of my new 2015 Ford Explorer a few weeks ago. I was told I should expect to be waiting at the dealership for about 5 hours (or use the shuttle for a ride home) due to having the windows tinted plus the installation of rear "back-up sensors." My appointment was for 8:00 a.m. Upon arrival at 7:45 a.m. I walked into a completely empty front lobby, not a soul to be found. I walked into the back of the dealership to the Service Dept, where I asked an employee where was I supposed to go to have my car worked on, who was I supposed to see, etc. He pointed to the front and told me to wind around the corridors until I found Brian Minor's office. After wandering around searching, I finally found his office. Mr. Minor told me my windows could be tinted this morning but "all 3 of my guys called in sick this morning so nobody is here to install your rear back-up sensors. You'll have to make another appt. and come in again to have this work done." I was understanding and polite about the inconvenience, however I wasn't happy I cleared my work schedule for 6 hours in order to have all the work done this morning. So now I'd be waiting about 2 hours instead of 5 hours. (I rescheduled all my morning clients, thinking I'd need 5 hours). I asked Mr. Minor to sign for my breakfast in the diner, he readily agreed to appease me for my inconvenience. I rescheduled my rear back-up sensors to be installed the next morning, again at 8:00 a.m. Upon arrival the second morning, I found Mr. Minor in his office, he took my car key and told me it "would be a couple hours." I sat in the front lobby reading until a few hours later... a technician tapped me on the shoulder, held my car key out in front of me, said "here 'ya go" abruptly turning and walking away. I walked into the back Service Dept, asked an employee if he would kindly put my car key back on the ring, I tried for 10 minutes & couldn't get it back on my key ring. I asked him if he knew anything about back-up sensors...that I just had them installed on my new car & didn't quite know how they worked or if there was anything I should be told about them. He picked up the phone, called someone to give me a demonstration on my car. He said they should have showed me how the back-up sensors worked, at least come over and asked if I was satisfied after the work was completed. Nobody did any of that. Soon a tech came over to me, walked me out to my car, showed me where the microphone was installed, showed me where the VOLUME button was located, in case I cared to adjust it at any time. He explained how the beeping changes to a solid beep once I get too close to an object. He handed me my keys and I drove off. I would have appreciated maybe a crack of a smile once or some friendly behavior but no such luck. This isn't a very good start since it's my FIRST experience servicing my new vehicle. I imagine I'll have to come to Ford Country several more times to service my vehicle over the next few years. Hopefully the future visits will improve...maybe meet a few employees that are friendlier, maybe see a few smiles? We wrote a wonderful review about our salesman and our experience when we first purchased our Ford Explorer a few weeks ago. Was hoping our total experience dealing with Ford Country would be as great as our initial experience. If yesterday & today are an example of how my future service visits are going to be, I'll be sadly disappointed. More
by ALAN
Employees Worked With
Brian Minor
September 09, 2014
Terrible experience, don't buy a car here Bought a new car there and purchased the maintenance plan. Got a letter in the mail that there was a defect in the car and to bring it into the deale Bought a new car there and purchased the maintenance plan. Got a letter in the mail that there was a defect in the car and to bring it into the dealer with a recommendation to call the dealer first to make sure they had the parts. Called the service desk and was told that it was the parts desk I needed to talk to. Had to explain the story again to the parts desk who told me it was the service desk that I needed to talk to. Was put on hold for an hour, then finally someone answered who had no idea what I was talking about and had to explain the story again. This person had no clue, so I finally asked for a manager, to whom I had to explain the story again. He transferred me to another person who made an appointment for me to drop off the car on Monday but told me to get there before 5pm so they could get me a rental car because it would take too long to fix the car. On Monday, I showed up before 5 pm and nobody had any clue why I was there. I had to explain the story about the recalled defective car part, and they took another hour to figure out what to do. Finally, they called for Enterprise rental car to pick me up and I had to go all the way over to another car dealer to get a rental car, which they required a deposit from me from my credit card. Also, while I was standing there waiting in the rental car line for twenty more minutes, I met a woman who had also just purchased a brand new car with the maintenance plan from the same Ford Country and also was told that there was a defective part that had to be recalled and she also was going through the same problem of having to get a rental car, which the rental car company was having a problem giving her because they didn't want to give her a car worth anymore than the car Ford had sold her. She was also pissed. So, Ford messed up on manufacturing my car, messed up on service even when I called ahead of time, and didn't have the courtesy of providing me with a rental car hassle free. I do not recommend anyone to buy a car from Ford Country in Henderson, NV, and certainly don't waste your money on the maintenance plan. More
by mandy79
Employees Worked With
The service department
March 15, 2014
I arrived at 7am. Second visit for a recall of drivers shaft. While there, I asked to have the heater looked at as it was not working since our last visit there, which could be a coincidence. 3 and 1/2 shaft. While there, I asked to have the heater looked at as it was not working since our last visit there, which could be a coincidence. 3 and 1/2 hours later, they quoted me a price of $1,400.00 and 71/2 hours to fix it. Some how they messed up the radio, which I have still not been able to correct. There were 2 sharp objects left on the passenger seat, which my wife sat on and there was grease on both the drivers seat and passenger seat. No, I will never go back again. More
by papaplum
Employees Worked With
Jesse Silva, service manager - H.Linsowe, technician
October 20, 2013
My car was leaking a great deal of oil. I was the first in line at the service center at 7a.m. It opened at 8 a.m. Mike from office #2 told me that I needed to pull around to the end of the line in the in line at the service center at 7a.m. It opened at 8 a.m. Mike from office #2 told me that I needed to pull around to the end of the line in the "Quick Lube" area... I explained... that I was the FIRST in line and my car was LEAKING. He said in a smug and cheesy smile, "sorry"! I went to the end of the "Quick Lube" line. There were 11 cars in front of me. I was received by a very nice lady named Kirsten Neill. She tried to make the situation better, however, I was already so frustrated with how Mike treated me. Next, I walked into the waiting room and explained my situation with the service manager on duty. He said he would check into it. I got to watch the entire waiting room filled with people and after 2 1/2 hours it was just ME left in there.... Please let Mike in office #2 know that It was NOT a QUICK LUBE problem. At 10:00 a.m. I was notified that the oil filter adaptor gasket needed replaced. I was quoted $366. At 10:30 a.m I was called to pay. My total was $448.90. I questioned why it was so much MORE than the quoted price and they said, well we gave you a free oil change. The quote and the total price were very far off. Sadly, this is the second poor experience our family has had with your dealership. The first one they charged us for a 60,000 mile tune-up and never did any of the necessary fluid changes or top offs .... We paid over $800 that time. I had to call and complain about that... Again they threw in an oil change. A manager contacted me and later sent me a credit for $200. We decided to give this dealership another try for our current situation. My husband and I are in the market for 2 new cars. We are in our 30's and have 2 young children. That is four people that have been completely affected by your poor customer service. The FORD reputation has been ruined in our household. We will never purchase another FORD product again. Please take your FREE OIL changes. Your attention should be on the customer service and honesty. More
by Surfcookie7598
Employees Worked With
Office #2 Mike
June 18, 2013
Have a great rating for our experience and service from Jesse Silva and the technicians in the service dept. Excellent in all regards. Also, the shuttle driver, Charlie. Jesse kept us apprised of all n Jesse Silva and the technicians in the service dept. Excellent in all regards. Also, the shuttle driver, Charlie. Jesse kept us apprised of all necessary work to be done, and how long our wait would be, as we were staying at the Sunset Casino and did not know how long we would have to stay. Thanks again and we will ask for Jesse when we come again. More
by rmae
Employees Worked With
Jesse Silva
April 24, 2013
Jesse Silva was a pleasure to work with. He was professional, courteous and friendly. When he said he was going to call at 2 pm, he called at 2 pm, when he said he would call in the morning, he ca professional, courteous and friendly. When he said he was going to call at 2 pm, he called at 2 pm, when he said he would call in the morning, he called in the morning. It is so refreshing to have a service representative actually follow through. Jessie was extremely helpful in dealing with the representative from my Continued Service Plan. When it was time to pick up my car he made the arrangement for the shuttle to pick me up from home; I didn't have to. Jesse is an asset to Ford Country. More
by jpearlman
Employees Worked With
Jesse Silva
February 21, 2013
I went with my husband to drop off my 2010 Ford Fusion for it's 25,000 servicing and we met Ray while looking at the trucks in the lot. Ray assisted us and got us where we needed to be on the monthly pay for it's 25,000 servicing and we met Ray while looking at the trucks in the lot. Ray assisted us and got us where we needed to be on the monthly payment and we came home with a 2013 Ford F-150 4 door truck. Working with Ray and Gus was an easy experience. This was my 2nd experience with Ford Country/Ford Credit and, once again, a great and enjoyable experience. More
by elainetay
Employees Worked With
Raymond Cormier, Gus
December 08, 2012
Ford Country service complaint! My mustang needed new Ford Country service complaint! My mustang needed new brake pads so before we went out of town I took it in to Ford Country the week before so tha Ford Country service complaint! My mustang needed new brake pads so before we went out of town I took it in to Ford Country the week before so that if there were any other issues there would be time to take car of them. I dropped my car off at 7:30 with an appointment to get my brake pads replaced. They were also going to supposably check the car out to see it any thing else was needed. When I did not hear from them by noon I called and they had not gotten to my car. At 4 pm I still had not heard anything so I called again. My service writer had not bothered to check on my car all day and no they had not looked at it yet. At 5 pm he called and said yes you need front break pads. NO REALLY.... He also wanted me to change out my air filter but I was a bit miffed with how poorly he was handling things, so I said no. Called forty-five mins later car is ready to be picked up I told him I would pick it up in the morning. Over the weekend I decided to take my car in to another place and have them put a new air-filter in and rotated the tires and check the car out since ford country didn't really seem to check my car over at all. They noticed the new brake pads and felt that the Roters were taken down below specks. So now I have a problem. We are leaving on Tuesday so I have to go back to ford on Monday and find out what happened. At 7:15 am I stop in to the service manager Randy Thompson's office and explain my problem to him. He takes me back to the service writers office who is not there and leaves. So when he comes back he has no idea why I'm sitting in his office and I have to explain it to him. . I tell him I can not have you take all day to get me and answer. I asked both of them what is the exact guide line for the Roters ? Neither one would or could give me that answer. I did not receive a call from them again so at noon I call and of course he had not heard anything or even bothered to check. He called the shop Forman who says that the Roters have not been taken down to far. But that the wheel bearings on the right wheel need to be replaced. It's about $600 +. Needless to say I was vey upset if that was true how did they not notice that last week. I have put a total 10 miles since the brake pads were changed. I told him to to put my car back together I did not trust them to do anything more with my car. When I went in to pick up my car I stopped back in the Mr Thompson's office. He was unaware of the new diagnostics but defended his staff diligently and berated me for taking my car any where else and causing me to question them. He was the rudest jerk i have ever dealt with . I have no idea who the he thinks he Is but he has guaranteed that we will NOT come back. I never ever get this upset with anyone but he was way out of line. I will do my best to make sure others know not to go to ford county service. After I left I was very upset but I needed to figure out if my car really had a problem and I couldn't drive it out of town or not. I drove to the other end of town 30 minutes away to Team Ford. I took a chance and called and told them my problem. They had there mechanics waiting for me he checked my car out and took me I on a drive so we both were hearing the same noise. The mechanic said he did not hear or detect a wheel bearing problem but that there was a problem with my tires being out of round that was what was making the noise. Team ford treated me so differently than ford country did, whom i have been a loyal customer to for years and have purchased several cars with. The drive is definitely worth it to Team Ford! While we were out of town we started to notice that the brakes started making a lot noise. We took it back into Team ford to have them check out the scrapping sound that had now started happening. They discovered that the new break pads that had just been installed by Ford country ( those same great master mechanics that could not have made a mistake on my Roters) were falling off. Because we had the receipt showing that they were done at a ford dealership team ford was able to replace them at no additional cost to us. I can't even begin to image what Ford county would have told us was the problem. This is not the only ford I own we have a 1994 Ford Bronco (original owners) 2004 Excursion and a 2011 Ford Ranger. BUT THESE ARE THE LAST FORDS WE WILL EVER BUY!!!! THANKS to people you allow to represent your company and treat your customers so wonderfully! More
by brenda.t.mckenna
Employees Worked With
Randy Thompson
November 13, 2012
This is a review of the service department for my 2011 Ford Fiesta. I have a few mechanical concerns with my car and brought it in for service for the second time 6 days ago, 2 of the issues are being add Ford Fiesta. I have a few mechanical concerns with my car and brought it in for service for the second time 6 days ago, 2 of the issues are being addressed like my steering column and the window trim which looks as if it melted around everyone of my windows on the doors but the shuddering my car started doing and the buzzing when you push on the gas pedal driving has not. I was told the shop manager would need to go on a drive with me so when I brought in my car for my scheduled appointment he wasn't available and then was told he would call so I could either explain the problem so he can drive it or come down and drive with him....well they have had my car for 6 days waiting for someone to do the windows trim and I havnt had a pone call yet, I call every day and am told by Anthony my service guy that he is gonna call. I was told my car is going to be ready later today but my main concerns havnt been addressed, 6 days and the shop manager could not pick up the phone ...so my car isn't going to be fixed for what I brought it in there for originally and I am having to pay the tax portion on my car rental for 7 days so far. When I complained to Anthony last night about not hearing from the shop manager his comment was " well he can't drive it right now anyways because the door panels are off" I told him well he could have for several days prior to taking them off . 6 days and no phone call, that's the type of customer care you get at Ford Country! More
by tclifton14
Employees Worked With
Anthony
November 02, 2012
I brought my vehicle in for a cash repair of roughly 1000 dollars. I asked them to let me know if my flasher unit was covered under warranty. They told me no problem they would let me know. Upon picking u dollars. I asked them to let me know if my flasher unit was covered under warranty. They told me no problem they would let me know. Upon picking up my vehicle and paying 1000 dollars for something that was not under the extended warranty, I was also charged a diagnostic fee to tell me that the flasher was not covered either. Huh, I told you what was wrong, I did not need to pay the dealer another 125 dollars on top of the money I was already spending to tell me it was not covered! I went to speak to Randy (new service manager) and he was outright rude and was not listening to me. I told him I was a long term customer of Ford Country and I would not come back and he replied, "oh well too bad". I had just purchased a 2012 Focus from Ford Country and was in the works of buying a 2013 Fusion. I have since purchased the new vehicle from another dealer, and will not be returning to Ford Country. Several visits and phone calls to dealer managers went un-noticed, such a shame they would treat a customer this way. More
by medik576
Employees Worked With
Randy Service Manager
