New Brighton Ford - Service Center

Made reservation for service-a cluster Scheduled a service appt. specified I have a meeting so I need to be in and out. I was clear I needed a rental. When I arrived at 7;00, it is chao Scheduled a service appt. specified I have a meeting so I need to be in and out. I was clear I needed a rental. When I arrived at 7;00, it is chaos. No one knew what I was there for...People lined up in quick lane, no car for me and as if 7;50 am still waiting. Now I need to be driven to Roseville to get a car....horrible experience. More

Come on, New Brighton Ford. Good grief. My teen son bought an old Ford truck with a leaky fuel tank we brought it in for a repair quote. They required $99 diagnosis (even though we knew what My teen son bought an old Ford truck with a leaky fuel tank we brought it in for a repair quote. They required $99 diagnosis (even though we knew what the problem was) for a quote. We agreed, hoping for a reasonable price. The quote result was unclear, instead it was “somewhere around $1800, could be more or less, depending on what’s involved...” and the $99 could not be applied towards the work nor did it even buy us a firm quote. I completely understand dealer repairs cost more than other garages and I’m completely willing to pay a dealer more. But not 300% more, which is what I discovered after a few phone calls. We got it fixed elsewhere for $600. One last kick in the shorts was the $99 turned into $114.94 at the cashier because New Brighton Ford apparently found a way to tack on another 15% for their unfirm price quote. I used to get oil changes there but now will get nothing from the gougers. More

Quick Lane? I just stopped in at 3pm, as I haven’t used my free oil change since I bought my used summer car there last fall. I approached the guy behind the d I just stopped in at 3pm, as I haven’t used my free oil change since I bought my used summer car there last fall. I approached the guy behind the desk and said I’m here for my free oil change. He doesn’t move a muscle and says you must be dropping it off. Dropping it off? For an oil change? He said they wouldn’t get around to it until about when we close? How is this quick? And u don’t take appointments?!?! Do people come and wait 3-4 hours for an oil change? The guy sitting at the desk didn’t have any desire to explain or help. He said well this is Ford’s way? What? I always buy from the Ford dealership in Plymouth and I’ve never heard of something so goofy. And if you can’t make an appointment, how does one plan their life to get an oil change? Thumbs down!!! More

poor service just received a recall notice for my 2016 explorer. the service is supposed to take 4-6 hours. no free loaner. can get the privilege of a $35 loaner o just received a recall notice for my 2016 explorer. the service is supposed to take 4-6 hours. no free loaner. can get the privilege of a $35 loaner or I can wait in their waiting area. I was told it was this dealerships policy. I will never buy or recommend them to anyone More

Truly Exceptional Service!!! I was traveling on a cross country trip with my family on a weekend. We started having issues with our 2002 Ford Excursion. We were driving through th I was traveling on a cross country trip with my family on a weekend. We started having issues with our 2002 Ford Excursion. We were driving through the area and called into the dealership and talked to Ted. Although we had no appointment he said he’d fit us in. We stopped in the dealership and not only did they have a technician come and check out the vehicle and give me a recommendation on what I needed to have done, but they were happy to do it. They got me back on the road quickly within an hour, with some fresh transmission fluid and with a bill much lower than what we expected. It was a truly exceptional experience and a real team effort! More

Awful customer service! My Husband has been going to New Brighton Ford for years to have service done on his truck. He has paid tens of thousands of $$ to them. They are so My Husband has been going to New Brighton Ford for years to have service done on his truck. He has paid tens of thousands of $$ to them. They are so unprofessional, with little customer service! I ask him why do you go to them?? He brings in his truck, waits for a day for ANYONE to call him back. He calls them and they say the service department has LEFT for the day!! Next day, he calls, someone finally calls back. He waits again all day to hear anything. I finally am fed up and drive him over before they LEAVE for the day,,, on the way there he finally gets a call! He feels ripped off with their service. Last visit he went in when his thermostat needed to be replaced. They determined yes, it should be replaced and did so. On the drive home, under 2 miles, the truck was still overheating. He turned around and took it back. They then said he needed full engine replacement because he drove it when it was overheating???? I have never felt so used from a car dealer!! More

Quick Lane Service I stopped in to the Quick Lane to get an oil change and tire rotation shortly after they opened (7:10 a.m.). I didn't get out until 10:00. Second ti I stopped in to the Quick Lane to get an oil change and tire rotation shortly after they opened (7:10 a.m.). I didn't get out until 10:00. Second time I have had the worst experience ever at this dealership getting ongoing maintenance on the used Ford Escape I bought with them this past summer. Their service staff was the worst. All three technicians on staff that day could barely be bothered to do anything--taking about 1.50-2.00 hours on average to perform an oil change and tire rotation per vehicle. When I started watching in the shop window, I could see one of the technicians taking numerous calls on his cell phone, and one of them just disappeared for close to 30 minutes. All three dragged their feet like it was a huge imposition to be at their jobs today and one visible stomped around and complained about customers when she had to come in and pick up a new service ticket. If Ford is ever wondering why the service department at this location isn't making any money they should check out the quality, skill, attitude and work ethic of their staff, their terrible customer service orientation, and do more to staff it better. At the rate it was going, a team of three was only able to handle four cars getting oil changes and tire rotations in two hours time. If people in these jobs wonder why these types of services are being threatened to be taken over by robots, they shouldn't if they ever visit this service department. More

Terrible service all around, Warranty was a set-up. It has been one full week since the manager at the New Brighton Ford Quick Lanes, Mike, told me he “needed a day or so to get a clear picture of what It has been one full week since the manager at the New Brighton Ford Quick Lanes, Mike, told me he “needed a day or so to get a clear picture of what had happened,” and said he’d get back to me. As he has made no attempt to contact me since, I feel it's only appropriate to start leaving reviews. On January 17, 2016, I was traveling on West bound 94 after dark and encountered a debris field of asphalt chunks that appeared to have fallen off a truck. A piece of asphalt took out my right front tire (the officer at the scene told me I was lucky, as the other cars who hit the field had all lost multiple tires). I had a full tires and rims warranty sold to me along with the car at New Brighton Ford, and at the first opportunity I took the car to the dealership (which is extremely inconvenient to my home). That first day, after explaining the incident, I had to fight to get the service desk to even find my warranty (eventually crossing the parking lot to the dealership where they found it instantly and gave me a printout to prove I had it), and then they told me, for the first of several times, that I should leave my car as “mounting and aligning” it would take a while. When I came back a few hours later, I was informed that they hadn’t done any work as they hadn’t been able to get my tires in, and that I should come back the next day. When I came back to collect my car after work that day, they again had done no work, as they had “then” discovered that the debris had punched a hole not just through the tire, but also through the rim, and they didn’t have a new rim in, so I’d have to return again. This dance continued, and finally, on the evening of the 27th, I stayed in the waiting room despite the “time to mount and align” the new tire, and finally received a new rim and refurbished (the only one they could get, according to the service desk) tire. At no point did anyone from the service center call me up to the desk or suggest additional service, until the end, when they simply gave me my keys. When I got home, I discovered that they had thrown the spare into my trunk on top of the now-folded-in-half carpet that covers its normal cubby, and instead of discarding the broken tire and rim, had thrown both in the trunk on top of that (as the last few months haven’t allowed for a drive out to the dump, I still have the busted tire in my family’s garage). I was annoyed, but got the spare back in its cubby and moved on. On Saturday, June 4th, after a long weekend of moving into a new apartment, I discovered that my car had developed a flat on the left side. My boyfriend drove me to work for the next few days, and on Wednesday, June 8th, I had the evening available and he followed me up to the dealership. Steve looked up my account with my cell phone number (instantly finding my warranty this time), and took my keys and said it would be about two hours. We ran errands, and on returning two hours later, discovered that again, no work had been done (I later discovered he had tried to call my work phone, claiming he had no other numbers, which was bizarre since he had used my cell phone number to look up my account). Steve told me that my alignment was off, and as such my warranty had been voided and I needed to replace multiple tires and pay quite a bit to have both front and back realigned. Since, to the best of my knowledge, they had “mounted and aligned” my tires after the incident in January (at that point just 4 months and 12 days earlier), I was shocked, and protested that I had just been in and they had handled that, and what did he mean I had “neglected” to get that serviced as they had been the ones doing the service? He then informed me that they absolutely had not, he could show me the files, installation of a tire did not include any alignment work and I hadn’t asked for that so it was my fault. I objected that those words had been used, and asked to speak to the person who had handled the incident, who I was then informed was named Byron and was no longer with the company. Steve then suggested I call the manager, Mike, the next day, gave me a card, and I left. I called Mike during my break at work the next morning, after talking to a mechanic friend that evening. In a very hostile call he initially repeated what Steve had said, and when I asserted that my friend was of the opinion that checking the alignment was part of the necessary steps in mounting a new tire, and even if it hadn’t been included for whatever reason in my warranty they should have been upselling me on doing it. He then changed the story, and said that “of course” they always check my alignment and that it must have been perfect or they would have fixed it (and the work would show up in the record). He then insisted that I must have “done something else” to the car subsequently, and when I insisted that wasn’t true said that even bumping a pothole I barely remembered could have done it. I continued to object, at which point he gave me the line about being in touch after he “talked to the techs” and “got a clearer picture,” and hung up. I understand that the suggestion that I might have done something subsequently was intended to put me in the position of proving a negative. However, the need for me to do that hinges on his first assertion: that, after a piece of asphalt punched a hole not only through the tire but also through the rim, my alignment was “perfect” when they allegedly checked it following that incident (even though, as he claims, barely bumping a pothole could have apparently thrown it off). Realistically, it is far more believable that, just like they neglected to look up my warranty, neglected to check the extent of the damage when I first brought the car in, neglected to dispose of the broken tire and neglected to put the spare back in its cubby, they also neglected to perform any checks at all and simply threw the new tire on my car. Furthermore, on Saturday, June 11th, in need of a functionally drivable car, I took my car in to a service center near my new apartment (the same chain as the center I had all my non-warranty maintenance done at near my family home, so I felt I could trust them to actually do the work they were saying they were doing). After a check, they discovered that my right front control arm had also been damaged in the incident (which had contributed to the alignment problems as well), and got everything replaced and fixed. I asked the tech if he could confirm whether the issues would have been present and should have been noticed in the course of changing a tire, and he was at first cautiously professional, and asked me again when the work had been done. When I said January 27th, he actually burst out laughing. He said that it was possible that, if they hadn’t really known what they were doing, they might have missed the small crack in the control arm, but that absolutely the alignment issue dated to at least that time, and there is no way they could have missed it if they had looked at the car at all. Having been convinced to buy a 5-year-warranty only to have the mandated service center neglect to do the basic checks of the car following a covered incident, I feel genuinely scammed out of the last 3 years of the warranty, and appalled at the shoddy customer service and technical service provided. While I had not had a positive experience with them, and certainly took my routine, non-warranty maintenance elsewhere, I trusted that the service center would, at the very least, perform adequate care for the parts under warranty. Obviously this was foolish on my part, and I feel others deserve to be warned. More

Quick change isn't quick I was the first in the shop when it opened on Saturday at 7am. I left after a simple oil change and inspection of a car with 14,000 miles on it at 8:4 I was the first in the shop when it opened on Saturday at 7am. I left after a simple oil change and inspection of a car with 14,000 miles on it at 8:45! If this is their idea of quick I advise the public to keep driving! More