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Mtn. View Ford

Chattanooga, TN

4.8
2,147 Reviews
Our job at Mtn. View Ford Lincoln doesn't stop when you drive away behind the wheel of a new Ford, Certified Ford or used car. In fact it's just getting started. As a family-owned dealership, we're committed to helping you enjoy an extraordinary ownership experience. We certainly don't expect you to believe that just because we tell you that's our mission, but our industry awards suggest that, here in Southeastern Tennessee, we're getting the mission accomplished.
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301 E 20th St

Chattanooga, TN

37408

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Showing 2,147 reviews

October 21, 2013

I have taken my car to Mountain View Ford numerous times, however they would not complete the warranty work needed for my transmission. Every time I have had an encounter with Mr. Todd the manager he has bee More

by kceraolo
Customer Service
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Todd (Manager) Shaun Kesler (sales manager)
Oct 28, 2013 -

Mtn. View Ford responded

We appreciate you taking the time let us know about your recent experience at Mountain View Ford. We’re sorry to learn that you were disappointed in how your service was handled. Our number one goal is customer satisfaction and we want to do everything we can to meet your expectations. We appreciate your business and hope that you’ll give us another opportunity in the future to show our appreciation and our dedication to excellence. If you would like to discuss this further, please contact me, Shaun Kesler(Sales Manager) at the dealership. Todd Landers, our service manager, would normally handle this, but you mentioned his service to be unsatisfactory. I have investigated this thoroughly and have found that we did all that Ford Motor Company asked us to do and wish we could have helped more. If you feel as if anything below is incorrect, please contact me personally at shaunkesler@mvford.com. Thanks! :-) This particular vehicle was first brought in for service on May 29, 2012 with 21362 miles and the owner stated that the vehicle would jump and jerk when taking off from a start. We contacted Ford Engineering and was instructed to reprogram PCM and TCM to relearn adaptive learn cycle. The 2nd visit was on June 11, 2012 21,985 miles regarding a transmission concern. Our service manager rode with the customer but they were unable to duplicate a concern. We told the customer that it is not that we don't believe they are having a concern but that Ford requires Freeze Frame Data (Proof) of the concern before they will authorize any repairs. We explained that if they are ever in area and has the concern to feel free to stop by and our service manager(Todd Landers) would ride with the customer and that they did not need an appointment. The 3rd visit July 23, 2012 24327 miles stopped by and Todd Landers rode with the customer. They felt the Jump and Jerk and captured the concern on the freeze frame Data. Ford instructed us to replace the clutch due to saturation from transmission seal leak in the transmission(Of note, Ford does not cover clutch repairs, as it is considered normal wear and tear-- we did get the concern taken care of). 4th visit was on October 23, 2012 29723 miles Customer came in for a non-transmission related recall no mention of any transmission concerns. 5th visit was on January 21, 2013 34666 miles They came in for Oil and filter and air filter and had no mention of trans concern. 6th visit was October 20, 2013 47886 miles Customer came in stated that vehicle not shifting properly when going up-hill. They asked if we could have our courtesy shuttle take them to Enterprise rental car, in which we did. Todd Landers received a call from an Enterprise Rep asking me if Ford would be paying for rental vehicle. Todd explained that, first, we have to determine if this concern can be duplicated and a warranty repair. Approximately 15 min later the customer called and left a message for Chad(a service advisor) to have her car pulled around that they did not want us looking at their vehicle, which he did. Todd never spoke with them in person on this visit. 1) As documented above we did what we were instructed to do by Ford Engineering. 2) We always spoke with her professionally and courteous. Todd demonstrated empathy conveying to her that I understood their frustration and am available to them without an appointment. 3) The last Transmission repair was 15 months ago and they put 23,559 miles on vehicle since last transmission repair. 4) Ford considers the clutch on these transmissions as a wearable item and is not covered due to normal wear(yet they were taken care of the first time around).

August 25, 2013

I'm the kind of buyer some dealers must dread. I do weeks of research online before I set foot on a lot. No, I'm not going to buy today. My budget? Not your concern - my budget is the lowest price I ca More

by PaulaAtlanta
Customer Service
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Shaun Kesler, Rodney Grimes
February 16, 2013

Thanks to Lacey & Shaun @ Mtn. View Ford for excellent service today! They took their time with us and made sure that we got exactly what we wanted - a beautiful 2013 Explorer. We will definitel More

by jeri96
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Lacey Linebarger
November 07, 2012

I visited the website and requested information on a Ford Focus. I rec'd a reply from Jarett Worley. He called me a few times and I told him we were getting ready to look about a car. He wanted to set up More

by ALRogers
Customer Service
Friendliness
Recommend Dealer
No
Employees Worked With
Jarett Worley
Nov 08, 2012 -

Mtn. View Ford responded

Mrs. Rogers, this is Shaun Kesler, Internet Sales Director with Mtn View Ford Lincoln. I would first like to thank you for the review. We accept them all here on our Dealer Rater website. We take the good with the bad. We always use the bad reviews as a learning opportunity to be able to correct things like this so that they don't happen in the future. So that you will know that I am familiar with this particular incident, another mananger came to me on this particular event this afternoon here at Mountain View. He told me that he received a call with a complaint about the way Jarett handled the call. Even before speaking with that manager, I had already spoke with Jarett about the incident. First and foremost, I would like to apologize on behalf of Mountain View. Secondly, I would like to that that is not our common practice as a business and is not how we intend for our salespeople to speak with customers. I can assure you that this matter has been handled internally. That being said, I hope that you can accept my apology on the behald of Mountain View Ford Lincoln and would like to know if it would be acceptable for Jarett to call and speak with you again? If you would, please email me directly at shaunkesler@mvford.com. You can even call me at my desk if you like at 423-763-0335. Regardless of where you purchase your next vehicle, we want to at least have the opportunity to make the situation from earlier today right. It is not excuse, but sometimes things kind of do not flow as we would like for them to in the workplace. I think that can be said for any of us. When that happens, frustration can build up and sometimes it can lead to confrontation. I can assure you that is not the norm and will not be how future calls are handled. Please reach out to me via email or phone when you can. I will try to call you tomorrow. Thanks! Shaun Kesler shaunkesler@mvford.com 423-763-0335

Nov 08, 2012 -

ALRogers responded

I have received a response from Shaun Kesler, Internet Sales Director at Mtn View Ford. Mr. Kesler has spoken with Jarett Worley about our phone conversation. I am satisfied with how this situation has been handled and appreciate the prompt response. Based on the prompt response and an apology from Mr. Kesler, I am changing my feedback to positive for this dealer.

Nov 08, 2012 -

Mtn. View Ford responded

Thank you for taking the time to speak with me early this morning and again around mid day. I appreciate you understanding and taking the time to come back on here and post in an open forum. We take our reputation seriously and always do our best to respond to customer concerns immediately. Everything has been handled from our end. :-) Once again, we appreciate your understanding. Thanks for your time. Keep my contact information for the future if I can ever be of assistance for sales OR service. Thanks again! Shaun Kesler shaunkesler@mvford.com

May 09, 2012

this has been the worst dealership ever. I didn't buy from them and I would not recommend anyone ever. I had a wonderful experience with Mtn View Nissan. More

by wpeople
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
No
Employees Worked With
grimes
May 08, 2012

While we did not purchase a vehicle we had a pleasant experience with Mtn. View Ford. Dave Pickett returned my emails after hours on Sunday and was very laid back and professional. No high pressure and d More

by sturm1022ruger
Customer Service
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Dave Pickett and Doug Cawood
January 05, 2011

My husband and I went to purchase a 2011 Ford Explorer.. We were very pleased with how Mr. Kesler helped us with that purchase. When we had a question, he was very detailed in his response. He also took tim More

by epm814
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Shaun Kesler
December 07, 2010

Recently purchased a new 2010 F-150. I traded in 2 vehicles and feel as though I got a fair price for them. I was hoping for something a little more aggressive than what I actually received for trade More

by chubbard74
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Kenny Cone
November 16, 2010

DAVID BRUNNER IS FANTASTIC. HE KNOWS WHAT I WANT, AND HE KEEPS ME NOTIFIED WITH OUT PRESSURING ME. I FEEL AS THOUGH HE IS FAMIY AND VERY HONEST. THIS IS THE THIRD OR FOURTH CAR WE HAVE BOUGHT FROM MTN VIE More

by marylouhullw
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
DAVID BRUNNER
November 03, 2010

There are many reasons why I rated this dealership a great rating, but the main reason is that I had a question, not a very important one, just a run of the mill question. I asked the question on my fac More

by cakysmom
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Shaun Kesler
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