Phil Long Ford of Chapel Hills - Service Center

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

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

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

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