Phil Long Ford of Chapel Hills

Poor Service, Absolute Joke All I've got to say is this place has a poor service department with poor customer service. I had my 2012 Ford Fiesta serviced a few months back becau All I've got to say is this place has a poor service department with poor customer service. I had my 2012 Ford Fiesta serviced a few months back because of the slipping and grinding in the transmission. They kept my car over the weekend, no rental or anything just to tell me on Monday that it's normal. Everyone that I've read who owns the same car has the same issue so it sounds like a Ford problem. The first time I took it in for the problem they told me it was my rear view glass shaking around. Today my brother had an appointment for an 8 o'clock oil change, my brother tries calling the service rep brad back twice about the status of his vehicle. First time he was helping a customer, second time he was on the phone. My brother didn't get a call back till almost 130 saying his car was done and then they try to accuse my brother of not answering his phone because they tried to get a hold of him twice when they didn't and if they would have they should have left a voicemail or attempted to call the second number. Plus they didn't even have a good answer for what was going on with his tire or anything. Weren't able to pick up his car until about 215. Poor service, I would not recommend anyone coming here. If it wasn't for the warranty on my car I would not bring anything here. More

Great experience with the professionalism of James Fowler and Betty Chen. James showed me several cars to choose from to drive, all within my budget. and Betty Chen. James showed me several cars to choose from to drive, all within my budget. More

I was sold a car with a defective safety system. It cost me $1500.00 to fix it and when I tried to talk to them about covering part of it they wouldn't even return my calls and wouldn't stand behind their v me $1500.00 to fix it and when I tried to talk to them about covering part of it they wouldn't even return my calls and wouldn't stand behind their vehicle. I was called a liar and spoken to as if I was out trying to rip them off when all I wanted was a safe vehicle. Don't waste your money here. They will just screw you every chance they get. More

I'm very disappointed in their customer service. My car broke down at 4,000 miles and they would only cover the repair because I had purchased an extended warranty. They wouldn't cover a rental car - car broke down at 4,000 miles and they would only cover the repair because I had purchased an extended warranty. They wouldn't cover a rental car - my extended warranty did. They made me walk to get the rental car in 94 degree weather. If a brand new car breaks down, it should be covered, no matter what. If I had it to do over, I would not have purchased a Ford solely based on their poor customer service. More

Last week I brought my 2012 Ford Fiesta SE into Phil Long Ford of Chapel Hills Quick Lane service for an oil change. The Quick Lane Manager persisted in trying to get me to allow them to perform a Fuel Injec Ford of Chapel Hills Quick Lane service for an oil change. The Quick Lane Manager persisted in trying to get me to allow them to perform a Fuel Injection Service. I had turned them down once before on this request. I reviewed the Owner's Manual and found no indication of a requirement for this type of service. The Quick Lane Manager told me that the Fiesta does not have a fuel filter and requires fuel injection service every 15,000 miles. He also indicated that this issue (no fuel filter) was compounded by Colorado's "dirty gas." In truth, the car does have a fuel filter. The Owner's Manual states it has a "permanent fuel filter" and suggests it is good for 100,000 miles. Moreover, the manual cautions against using any agents to clean the fuel system. I take excellent care of my car. I only run Premium fuel from reputable sources. In fact, the Fiesta runs like a top. It's a great little car. However, I am really upset that a Ford dealer is allowed to bold-face lie to customers and use high pressure tactics to persuade them, grounded in deceit, to spend money not required in order to maintain the vehicle. An additional issue is that every visit to Phil Long's service department earns a barrage of admonitions to only give them "5's" on the survey. Ostensibly their reasoning is that they want to handle and solve problems locally, which seems reasonable. However, I believe now it only serves to inflate their scores of customer satisfaction. Their high-pressure tactics in this area makes me very uncomfortable, but Phil Long has the only dealer for me to go to for service. Bottom line: I'm looking to sell my Fiesta and move to a different brand More

They jerked me around, signed contract 4 a decent deal on expedition. Called me 4 days later demanding an additional $2000 or I had to return truck. expedition. Called me 4 days later demanding an additional $2000 or I had to return truck. More

Soldiers beware horrible service. Will not cancel ur extended warranty if selling to private seller only if u trade ur car with them. Do not try to speak with gsm because you will be directed to a Sammi extended warranty if selling to private seller only if u trade ur car with them. Do not try to speak with gsm because you will be directed to a Sammie Henie who will only lie to u and say that is her tittle which it is not . Quote from one of there sales manager was don't worry we will help u if I loose money and u I will get it back by f ing the next customer. (Very professional right) More

The vehicle was brought in to Phil Long for loose trim by the tailgate and to check the transmission. The transimmision was declared "normal". The trim defect was listed as "loose trim on the right rear", D the tailgate and to check the transmission. The transimmision was declared "normal". The trim defect was listed as "loose trim on the right rear", Dan in the service dept. at Phil Long claimed they did not notice the obvious problem. Dan said they pushed the molding on the rear door up, this was not a problem. When the loose trim problem was identified to Dan, Dan pulled the trim down and dislodged it more. Then suddenly noticed there was a scratch on the bottom of the side panel. This escalated to the claim that the panel had been pulled out in an attempt to remove it. The scratch turned into a crack. This is all questionable because the obvious loose trim was not noticed before, and then small details suddenly became obvious. The original problem, evolved into a bigger problem, with no corrective action. Dan was wanting the dealer that the car was purchased from, 80 miles away, to agree to pay for the "defect" repair. I took the vehicle back to the selling dealer and they fixed the problem in less than 30 minutes. They identified the original problem as a loose clip on the trim panel. How the other issues came about is "unknown". I would encourage others to avoid Phil Long at Chapel Hills if at all possible. More

I scheduled an appointment to take my Ford Ranger in for a "complete" inspection. I even called again to ensure that everything was going to be good to go, and to fully understand what the cost would be. a "complete" inspection. I even called again to ensure that everything was going to be good to go, and to fully understand what the cost would be. I was given a time of 1:40 to bring the truck in, and was told it would take about 1 hour for the inspection. Upon arrival a "young man" hopped in the truck and started doing what would be considered an idiot inspection of things that I told them really didn't need to be doing, because I can do those. I wanted them to inspect the things that I don't have the "technical" skills to test/inspect. When we got into the service center check-in office the man behind the counter told me that they could not do the work/inspection because it was too late in the day! I was beside myself! "I had called twice to ensure that this would be done, yesterday when I set the appointment, and two hours ago to double check. And now you are telling me that you can not do it! Phil Long is both a theft and lier! If I were to walk in there and take $150 out of their cash register they would have me arrested! But here they waste 2 hours of my time (not to mention me having scheduled my entire day around this), and the 1:30 minutes of gas. No one in their right mind would use these BOZOs. More

Fifteen years ago, I had a very positive experience buying a 1997 SVT Mustang Cobra from Phil Long Ford's Motor City location. The same was true two years later, when I bought a used pickup there. When buying a 1997 SVT Mustang Cobra from Phil Long Ford's Motor City location. The same was true two years later, when I bought a used pickup there. When I replaced that 200K+ mile pickup several years ago, I could think of no one from whom I’d rather buy than my "usual" Motor City salesman. I was, in fact, so impressed with him I penned letters of appreciation to his General Manager and the Better Business Bureau. Unfortunately, I now find myself disappointed, dissatisfied, and disgusted with my latest Phil Long experience. Earlier this year, I decided to replace my 1997 SVT Mustang Cobra with a 2013 Shelby GT500. My salesman’s retirement forced me to, reluctantly, deal with a new salesman. Because I live on the county’s north end, Ford’s Web Site steered me toward Phil Long's Chapel Hills location. Following an exchange of email with an Internet salesman that began in May, I visited the dealership several times, test-driving a couple of Mustang GTs. Those visits culminated on 17 June when I placed my order for a GT500. (Difficulties with their network prevented acceptance of my deposit and entering the order until 18 June.) They sent me a copy of the Vehicle Order Confirmation on 19 June, attached to an email that stated “Your Shelby order is the first and only, thus giving it priority one.” After asking for it, I received a copy of the Dealer Order Receipt Acknowledgement (DORA) on 25 July. In the 14 weeks since ordering my GT500,they provided regular updates amounting to “no change” in status. Those updates included repeated assurances my order was the dealership’s “first,” and that they had “three GT500 allocations” with which to fill it. As time passed and I read about GT500 orders being fulfilled more quickly elsewhere, I pressed for more details about mine. Answers finally came on 19 September, with their admission that they don’t have an allocation for the car they “sold” me. It seems I’ve somehow fallen to third in line for one of the dealership’s two allocations. He stopped short of telling me I won’t get the car and didn’t cancel my order or refund my deposit but, now, he’s just “optimistic Ford will be able to fill [my] order.” I can’t help but wonder whether this radical change in status is because someone offered a higher price than that for which they agreed to sell the car to me? Or, could it be because I'm affiliated with the military, I’m viewed as transient and not worth treating well? To the contrary, as a 20+ year resident of this area, I’m regularly consulted by friends, acquaintances, co-workers, and subordinates looking for recommendations about where to do business. Until now, I’ve steered those looking for cars to Phil Long. I will no longer do so. Instead, I will actively discourage patronage of an organization that lies to its customers and reneges on its agreements. More