Phil Long Ford of Chapel Hills - Service Center

I hesitate to leave this review as I don’t know what good it will do me, further wasting my time on top of what Ford Service at Phil Long Chapel Hills has already done but this is literally the only recourse it will do me, further wasting my time on top of what Ford Service at Phil Long Chapel Hills has already done but this is literally the only recourse I have. I have three recalls on my 2017 Ford Explorer that require a Ford Dealership to address. I scheduled my appointment 3/15 through their service website and immediately received the automated email acknowledging my submission. The appointment also says they’ll contact me—they didn’t. So, I called the day before the appointment just to make sure everything was good to go. I talked with a lady on the phone whom I had to provide all of the same information as I did via the website, i.e. three recalls needing service, all of my contact information and all of the vehicle information (as if my appointment was being made just now) but she confirmed my appointment and that Alex would be ready for me tomorrow. So, I get up and make sure I’m there 15 minutes before the appointment in full respect of their time. The first greeter was nice and accommodating and let me know he would tell Alex I was here. I wait for another couple minutes when someone else comes over to say, “Alex, wants to know why you’re here?” I repeat the same mantra. “OK, I’ll let him know.” Then he returns to say, “ Alex, will be with you in a few minutes.” Alex strolls over shortly after and says something along the lines of “you made your appointment online right?” Which I did and he said, “Yeah, we’ve been trying to reach you at the number you had on file because we don’t have a recall tech here on Saturdays.” I say that’s bull**** and also I called yesterday and talked to your service line and they confirmed my appointment and everything is good to go.” Alex repeats they don’t have a tech here and they can get me rescheduled…and I say “What good does that do, I scheduled this one?” The problem with recalls is that you have to go a Ford Dealership to get them fixed, which is already inconvenient. That is complicated by the fact that Phil Long owns all of the Ford Dealerships in the area—meaning same levels of standards and same support or lack thereof throughout the region. I love my Explorer. I loved my last Explorer. But I HATE having to get service done at Phil Long Ford. To top it off, I have to do everything myself. I made the appointment online, had to provide all of the standing recall notice numbers. I had to follow up to make sure the appointment was actually scheduled. And then I had to drive there to learn that recall techs are only there Monday-Friday. Now multiply that by all other “service” I pay for and one can appreciate why this would be so frustrating. You can do better, you should do better! More

Took my car in for repair. Service advisor rarely gave any updates. The receptionist did a great job on trying to get me an update. I understood parts were back ordered. Yet th Service advisor rarely gave any updates. The receptionist did a great job on trying to get me an update. I understood parts were back ordered. Yet throughout over a month at their location the advisor gave me 2 phone calls total. My insurance was unable to get an update through him. Causing a dilemma with the rental car getting cancelled. The service advisor was terrible to work with. Again the receptionist was great trying to figure out everything. Management was understanding of my frustration. Yet the service advisor barely could talk to me or look me in the eye about my frustration. He gave a bad look to their service department. More

Sales department is amazing!! Burt and TD were the best salesman I’ve dealt with in this one purchase out of the 9 I’ve done in 15 years. Service department is beyond miserable to deal with. salesman I’ve dealt with in this one purchase out of the 9 I’ve done in 15 years. Service department is beyond miserable to deal with. More

Bought a brand new 2021 F150. Sooo many problems with it. Windows don't work, windshield wipers don't work, squeaks and rattles throughout the truck among other things.. Truck has less than 10,000 mile it. Windows don't work, windshield wipers don't work, squeaks and rattles throughout the truck among other things.. Truck has less than 10,000 miles on it, have had it in 5 times, they have had it more than 2 weeks in total, and I still have problems with it. Every time I take it in they fix about half the problems. They really don't even check to see if they fixed the initial problem. I don't know if I got a lemon or the new Ford trucks are not put together very well, but their service dept is not great. Also the last time they had it for more than a week. When I picked it up they didnt even wash it. I mean they had it for a week, it was way dirtier when I picked it up than when I took it it. Maybe the sixth time will be the charm. More

Whatever you do do not buy a car from Phil long do not do what I did and say oh you have a warranty.. it doesn’t matter the parts department has no parts the service department sucks. My brother bought a tru what I did and say oh you have a warranty.. it doesn’t matter the parts department has no parts the service department sucks. My brother bought a truck they changed the oil the first time and blew the engine because they put the wrong amount oil in. I went six months freezing my xxx off in the winter because I didn’t have a simple blender motor and even if they did they had to disassemble half of the truck to put it in. Took them a month to get a blender motor. Then I brought my truck in to get a hose put in under warranty while I was on vacation in Tennessee. A tow truck driver from swyft towing backed into it move my truck across the parking lot. When I got back home, Phil Long told me I had to take care of it they didn’t give me a lender vehicle they didn’t even say sorry that my vehicle got destroyed in their care. Also, they didn’t even put the xxxx hose on!I’m still dealing with the insurance company who’s trying to charge me $1000 because the tow truck company & Phil Long doesn’t want to pay for it. I get the privilege of hiring a lawyer so that I could barbecue their xxx! They are the worst I’ve never seen anywhere. I now go to Larry H Miller Ford in Longmont and that’s where I will buy my next truck. Phil long is the worst by far and if you want to have problems and you want to have a vehicle that you can’t get parts for and you might consider them otherwise….Buy a Toyota. More