Phil Long Ford of Chapel Hills - Service Center

I brought my ford in to be fixed from a curb hit. I had to do the regular song and dance with insurance. The shop had informed me that the repairs would take one month to complete. This was the last I had to do the regular song and dance with insurance. The shop had informed me that the repairs would take one month to complete. This was the last time that any good communication came from the shop. She informed me that she was going on vacation this month but that others should be able to handle the process. That did not happen. No repairs began. nothing was being voiced with me until I heard last week that they did not start because the estimate that they have had for a month now with no communication with me on insurance was not enough to work on the repairs. I had to tow it off with a month wasted a no work being done on my car. If you do not want to do/ can not do the work tell me that. I have to restart the whole process now. More

Worst automotive service experience of my life. Posting to share the atrocious experiences we have had with the Phil Long of Chapel Hills sevice center over the past year in the hopes that those Posting to share the atrocious experiences we have had with the Phil Long of Chapel Hills sevice center over the past year in the hopes that those reading will be able to avoid a similar experience which cost my parents thousands over the past year as well as loss a primary vehicle for the majority of the past year. I am an active duty Air Force officer and was visiting my father when, in June of 2023, we first brought my dads 2006 hi milage F-150 in for a diagnostic and estimate to repair the vehicle which was low on power and stalling. We let them know we wanted to get an estimate before proceeding with repairs to see if it was worth the cost. We dropped of the vehicle off and were told by Dylan in the service department that hey would get to it in the following week.  In reality it was several weeks, and took multiple calls and visits before we finally recieved any feedback. When we finally got an estimate it was for $2-3K to get vehicle in complete working order.  My parents and I didnt hear back for weeks and when we finally did it was in late Aug 2023 and they told us they found additiinal problems it would now cost more than $6K but would be final total and would get vehicle running properly. After considering time and money already invested my parents approved the additional  the work which turned out to be a massive mistake as we have since been met with only more delays and costs. We went to a ford dealership with an expectation that the service center might cost more but would be able to quickly and accuratley identify and correct any issues...That unfortunatley has not been the case.  There were constant delays and poor commications and it was Dec 2023,  7 months later, when we finally recieved a call saying the engine repair was finally complete but they had, after 7 mos with the vehicle just found the transmission is shot and they want to go beyond the estimate for that work. A ford dealership that takes 7 months and still fails to properly  diagnose and repair a vehicle is ridiculous but trying pass the  cost back to the customer for that failure was predatory if not criminal. We elevated the issue to Mr Hobarth the service department manager who via conference call with my father and I promised to address the issue at the intial estimate however that was not the case and my father ended up paying even more and didnt get the vehicle back for several more weeks.  He was barley able to drive it before he was taken by cancer in June of 2024. When my sister and I visited him in May before he passed we noticed the vehicle had the same issues it did when we first brought it in to be taken back to the shop for repair under warranty. We were already incredibly fustrated by the inexusable delays, lack of communications, and incomplete and/or inaccurate diagnosis of the problem and it only got wirse as It was again weeks before Dylan finally got in touch a few days ago, now july 2024 and told my sister it was timing issue and so it wouldnt be covered under warranty. I cannot understand how this service center can operate in such an inept and predatory fashion. The ridiculous delays, drastically understated estimates, poor communcations, absurdly incomplete diagnosis, and complete disregard cost my parents thousands. We are still attempting to get thdm correct the issue by either repairing the vehicle at no additional costs or refunding my parents the money wasted over the past year which would never been spent had a timley and accurate intial estimate been provided. I highly encourage the reader to take thier business elsewhere and avoid this inept and predatory business. More

Very friendly staff and great environment! Highly recommend Avery helping you find the right vehicle! Highly recommend Avery helping you find the right vehicle! More

Told me what I already knew. Was honest and helpful to my daughter . Good job Was honest and helpful to my daughter . Good job More

Have a really great customer service! !!! And a really nice parking lot!!! Very great service!! !!! And a really nice parking lot!!! Very great service!! More

Had my truck in for maintenance , in the waiting room I watched service advisors come in and explain to customers about their vehicle, my advisor called me on the phone and I had to go find him. I do not w watched service advisors come in and explain to customers about their vehicle, my advisor called me on the phone and I had to go find him. I do not walk well due to being disabled. when I found him he told me all the things that was done to my truck. he failed to tell me that me wheels could not be rotated because the lug nuts were swollen. How do lug nuts swell? I found out when I got home and read the paper work. If Ford can't get the lugs nuts off, how am I supposed to get them off if I have a flat tire? especially since I am disabled. I received a text message saying if I had any questions or problems to call or E-main the service manager. I e-mailed my experience and 3 weeks later NO RESPONCE. This could be a serious problem and leave me in a really bad situation. More