Norm Reeves Ford Superstore

There appears to be some fundamental and significant issues with the service department at this dealership. I have taken my car there on three occasions for the same recall. The “check on your servic issues with the service department at this dealership. I have taken my car there on three occasions for the same recall. The “check on your service” phone line is either inoperative (as I’ve been told) or being completely ignored by staff. This number rings forever no one will pick up. (I did once have someone pickup and immediately hang up after a prolonged period of letting it ring, leading me to believe the latter is true) Communication is not timely, and barely existent. The advisors are clearly understaffed. There are too many cars coming in for them to adequately manage. This is even evident during the checkin process as it’s always a half hour to an hour wait just to get checked in for your appointment. The car wash has broken down Atleast 3-4 of the times I was present on site. The first visit, was a week. Despite all work being recalls, I was told a rental was completely off the table. And the manager refused to even speak with me on the topic. my car had some minor damage as a result of the work performed. Additionally my car was full of trash from that work as well. I actually do understand mistakes happen and upon reading my survey I received a call from the new service manager interested in hearing my case. Unfortunately no one actually followed up with me to perform the repair as promised. I then made an appointment to have it repaired anyways. I asked for a rental and was denied again for this visit. They had my car 6 days. In addition to the repair, I also requested my bluecruise update be re-pushed as hands free options were not functioning. On Friday they called me to let me know they didn’t have the replacement part for the repair, and also the tech reviewed my blucruise update and found no issues. I then test drove my car with said tech who was also not able to initiate hands free functionality on my car and agreed that it was not working correct. I took my car home and was told the tech would do some research on the update and the advisor would call me when my part came in. I never received that call. A week after I called the advisor looking for an update. She called me back to inform me it had been received the week prior, and to make an appointment at my convenience. It took me three weeks to make that appointment due to personal schedule. I told the advisor I had made the appointment for the following Monday she was off that day and so she directed me to ask for the service manager when checking in. I did that, shook his hand, dropped my car off with another advisor and handed paperwork and left. Still not given a rental car. I called Wednesday trying to get an update. Got a call Friday both from my advisor who asked me if I was sure that they had my car. As well as the general appointment hotline that told me I had not made it to my appointment. Essentially. My car was sitting in the lot until Thursday with absolutely no work being done on it. I took an Uber to the service center as I was not getting any response from any channel. It was only then. When I refused to leave without one. Did I receive a rental car. (But not After being told none were available and I could not have one because ford would not pay for it) My car was returned to me. Again claiming the bluecruise was operating as expected. A note from the same tech I had previouslytest driven with to determine it was not. I asked to speak to the manager. They were not available. I took my car and left. I still do not have hands free features for my bluecruise update. More

Awesome customer service, Great experience on purchasing a truck. Truck was a special order and through the wait period we received periodic updates on the process. a truck. Truck was a special order and through the wait period we received periodic updates on the process. More

I can always expect superior customer service at Norm Reeves thanks to Tony my service assiciate. Reeves thanks to Tony my service assiciate. More

I appreciated they were able to take me as a walk in. I was warned ahead of time it would be a long wait, and that was to be expected. I worked in the lounge while they finished my oil change. Yolanda I was warned ahead of time it would be a long wait, and that was to be expected. I worked in the lounge while they finished my oil change. Yolanda was positive and communicative which was greatly appreciated! More

The experience I had with Normreeves was great and I will recommend to my friends recommend to my friends More

Norm reeves ford sold me a 2019 lemon breaks went out 2 days in I took it back they delayed my refund and told me theres nothing else they can do for me im reaching out to my lawyers if anybody can let me days in I took it back they delayed my refund and told me theres nothing else they can do for me im reaching out to my lawyers if anybody can let me know any other steps I can take More

Fast Transparent Honest Helpful Genuine Very easy going process, Kevin was alot of help would recommend to family and friends. going process, Kevin was alot of help would recommend to family and friends. More

Excellent customer service, clean waiting room and work was completed by the estimated time given. was completed by the estimated time given. More

Great service, highly recommend Enrique Covarrubias. Will recommend to my friends and family and would like to do business in the future. Will recommend to my friends and family and would like to do business in the future. More

Great place to buy new or used Lincoln or Ford . See Enrique for a great deal. Very knowledgeable and professional the whole process quick and easy . Thanks again See Enrique for a great deal. Very knowledgeable and professional the whole process quick and easy . Thanks again More