Phil Long Ford of Chapel Hills

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

Phil Long Ford did not show integrity in honoring the "out the door" price as quoted. When they made a mistake in the sales tax, they forced that on the buyer (2 months after the vehicle purchase) and w "out the door" price as quoted. When they made a mistake in the sales tax, they forced that on the buyer (2 months after the vehicle purchase) and would not stand behind their "out the door" price, making the buyer pay additional taxes 2 months after the sale was over. While the fine print covered them legally (as there was a clause about verbal contracts not being honored)they would not make good on the quoted "out the door" price. Their word is not their bond. I would never buy from them again nor recommend them to anyone else. Brent also avoided the issue with us by saying how much money he lost on the deal. We did not ask Phil Long to make that deal with us. THEY offered the deal. And we believed them. Brent also blamed us for not carefully reading all of the fine print. We should have done that. Still, the principle of the matter is that Phil Long Ford did not stand by their word. Brent tried to put it on us, saying that he is not going to pay our taxes. It was all about the "out the door" price (including taxes) that was quoted and we thought was negotiated. The word of the sales person was worthless. I would not purchase a vehicle from this dealer because I believe that although this dealer did give us a good deal for what we purchased, the integrity in the business dealing was not there. More

Where to begin??? The dealership did not deliver Promised items as they promised, staff will NOT return phone calls and overall BAD experience! I can't believe that they are still in business with the type o items as they promised, staff will NOT return phone calls and overall BAD experience! I can't believe that they are still in business with the type of service that I received from them. They promised new tires (Which took them over a week to get in) and a signed Broncos jersey ( Which was offered to me if I purchased the vehicle, I didn't request it.). I received the tires (Finally) but after owning the vehicle for over a mont, I have not received the jersey (I know that it may sound petty, but it was Promised in WRITING) even though I have tried numerous times to contact Orlando Roasa (Sales man) and Robert Warner (Sales Manager) and they ignore my calls and messages that I have left for them to return. All in all, it was the most horrible experience that I have ever had with a dealership. Basically, if I would have not held up my end of the bargain, they would have sued me but since they're the dealership, what ever they want to do is ok! Beware of these cheats! More

The company that I previously worked for had a fleet account with Ford. Scott Shanen was our fleet service rep. He always did a wonderfull job of getting our vehicles in and out right away. I now take m account with Ford. Scott Shanen was our fleet service rep. He always did a wonderfull job of getting our vehicles in and out right away. I now take my work and personal vehicles to Scott. He always takes care of me. More

When I took my Ford Explorer in for service Chris Taylor was very helpful and efficient! He explained what the issue was and found affordable ways for me to fix it. I felt like he was looking out for my bes was very helpful and efficient! He explained what the issue was and found affordable ways for me to fix it. I felt like he was looking out for my best interest, which is rare in this industry.I know that when I bring my vehicle back I will be asking for him! Oh and, everyone there was very friendly and helpful. I came in without an appointment and was out within an hour. More

I recently took my vehicle into Phil Long Ford for a factory recall. I normally have my vehicle serviced at a quick lube facility near my house so when Dan Phillips(service person) told me they would b factory recall. I normally have my vehicle serviced at a quick lube facility near my house so when Dan Phillips(service person) told me they would be doing a "safety inspection" on my veicle as part of the recall, I thought "here's where they get me". I was pleasantly suprised when Dan told me I take really good care of my vehicle and gave me a printout of items that would be needed in the future. I think I have found a new place to have my vehicle serviced as I found Phil Long and Dan to be honest with me on my visit. More

Scott Shanen has always taken great care of our vehicles when we have brought them in for servicing or repairs. The prices have always been outstanding and affordable and the service is first class. I recom when we have brought them in for servicing or repairs. The prices have always been outstanding and affordable and the service is first class. I recommend this dealership to anyone that is looking for a place to have that family vehicle serviced or even to buy a your next dream car. I trust this dealership to not only get me back on the road but to keep me there as well. You won't break the bank to get the service you are looking for! More

Fantastic customer service. These guys are very friendly and honest. I bring all my vehicles to them for service and I will definately buy my next car from them! and honest. I bring all my vehicles to them for service and I will definately buy my next car from them! More

I own a 2010 Fusion. The brakes were making a grinding noise when the car was cold. I noticed this shortly after I purchased the car. I noticed only when backing out of my very steep driveway. I called noise when the car was cold. I noticed this shortly after I purchased the car. I noticed only when backing out of my very steep driveway. I called the service department to have them take a look at my car to find out if something was wrong with my brakes. I called for an appointment and was booked with Simon. I brought car in and rather than walking out of there with a gigantic bill, I was advised that this was a known harmless condition for these cars (as the brake makeup was of a material that produces this sound). Upon working with Simon, I finally had found a service representative who was honest and cared. I know that I can rely on Simon to look out for me and tell me like it is. I return as a customer because unlike most any other service station or service department I have gone to, I know I will get true recommendations regarding the service and maintenance of my car from Simon. One note of advice to those of you new to the service department at Phil Long, when you call for an appointment for any service - make sure you insist on getting an appointment directly with him. Otherwise, you may be talked into going to the quick lane or someone else, as you don’t automatically get his voice mail when you call his direct line. I have experienced this several times. He cares about his customers and his objective is to take care of their vehicle and the owner's best interest. More

Great to work with we take our entire fleet to them they turn are trucks fast without any problems. I enjoy working with Scott so much that I now take all my personel vehicles there. turn are trucks fast without any problems. I enjoy working with Scott so much that I now take all my personel vehicles there. More