Jay Hodge Ford Morrilton

My recent experience with Jay Hodge Ford of Morrilton was a rollercoaster of frustration, miscommunication, and ultimately, one positive resolution. I had my 2021 F250 with a 6.7L diesel engine towed to J a rollercoaster of frustration, miscommunication, and ultimately, one positive resolution. I had my 2021 F250 with a 6.7L diesel engine towed to Jay Hodge Ford after it broke down on Monday, 10/7, during a family trip from North Georgia to Bentonville, AR. There were multiple issues with communication, especially with my service advisor, Chase Merritt. Initial trouble codes showed issues with an injector and an O2 sensor. They replaced both, but the truck wouldn’t build fuel pressure. On Thursday, 10/10, at 4:35 pm, Chris informed me the entire fuel system needed replacement due to contamination from a failing high-pressure pump. I was told parts were in stock, and the job would take three days. I opted to send my family home in a rental car and stayed in Bentonville for a few extra days. On Monday, 10/14, at 10:08 am, I called to check progress. Chase said they were working on the truck and estimated it would be ready by Wednesday. On Tuesday, 10/15, at 5:15 pm, Chase called again, saying the truck wouldn’t be ready until late Thursday or Friday. I decided to drive from Bentonville to Morrilton on Thursday, 10/17, to check on it. When I arrived, I found out they hadn’t started the major fuel system repair, and their diesel technician had quit on Monday, 10/14—a fact I hadn’t been told. I spoke with Scott McFadin, the Service Manager, who assured me he’d be my contact moving forward and that my experience with Chase wasn’t typical. He projected a completion date of Wednesday, 10/23. My wife then drove eight hours to pick me up, and we headed home on Friday, 10/18. On 10/24, the service manager from my local dealer checked on the status of my truck and was told Jay Hodge Ford had hired a new diesel technician, with an estimated completion “by the middle of next week.” That date came and went without any updates. On Thursday, 10/31, my local dealer called again and was told the truck would be ready by Monday, 11/4. On 11/4, after not hearing from anyone, I called Jay Hodge and asked to speak with Mark Busha, the General Manager. He wasn’t available, so I left a message and followed up with an email to Scott, copying Mark. I expressed my frustrations with the delays and lack of communication. Despite calling and copying the GM on emails, I received no direct response from him. This lack of accountability at the management level was disappointing. After my email, Scott began updating me with progress reports and photos of the truck. He also offered to have a driver return my truck to me. As of Tuesday, 11/12, my truck is finally finished and currently on its way back to me in Georgia. If there’s a silver lining, it’s that the dealership is bringing my truck back—a gesture I greatly appreciate. This effort does help to alleviate some of the frustration. Overall, while I appreciate the resolution and the effort to return my vehicle, the communication breakdowns and misinformation made this experience far more stressful and costly than necessary. I hope the dealership takes this feedback seriously and improves its communication and customer service. I left this exact review on Google as a 2 star review. Somehow Jay Hodge Ford had my review removed. I never received a customer service survey for them either. Due to these very unorthodox practices, I have decided to share my story everywhere I can. More

One of the best experiences I have had buying a car by far!! So friendly and they truly want the best deal for you!! There were no gimmicks or hidden agendas!! I got exactly what I wanted for the exact pr far!! So friendly and they truly want the best deal for you!! There were no gimmicks or hidden agendas!! I got exactly what I wanted for the exact price I wanted!! More