Phil Long Ford of Chapel Hills - Service Center

Took my truck in for servicing to include oil change Friday AC servicing. Not done as of today. The worst servicing I have experienced. Excuses and apologies don't put me to work and put money in the bank! I AC servicing. Not done as of today. The worst servicing I have experienced. Excuses and apologies don't put me to work and put money in the bank! I lost jobs totalling $18,000 for Friday,Saturday, Monday, Tuesday and now Wednesday. Never take your vehicle at chapel hills P. L. Ford for servicing. The WORST! More

TERRIBLE EXPERIENCE STILL UNRESOLVED Worst service department I have ever dealt with. We had to take our new (2017) car in for service in 2017, after another service center diagnosed the Worst service department I have ever dealt with. We had to take our new (2017) car in for service in 2017, after another service center diagnosed the issue as a wheel bearing. The only reason we took it here is because it was under warranty. They fixed the wrong thing not once, but twice, before finally fixing what we thought was the issue all along. Oh, and in the meantime, they forgot that they had our car for two weeks when we were out of town, and were supposed to have fixed it, only for us to return to check for an update when we returned, and for them to respond with "well you haven't dropped it off yet." That was the first problem, now we have taken the car in for a transmission leak for the FOURTH TIME because they kept sending it back saying the issue was fixed, only to have it leak again and again and again. They have now had the car in their possession for four weeks, and have finally just now diagnosed the problem. Nobody cares about the customer as my complaints have gone ignored, and the car is still not fixed (not sure when I can expect it back). I cannot believe these are Fort certified technicians and have zero faith in them as far as getting our issues resolved. ABSOLUTELY DISSAPPOINTED!!! More

Service I spoke with Brad Taylor on April 18 to see what the cost of a certain service which I had booked an appointment for on Monday April 22nd. Brad answer I spoke with Brad Taylor on April 18 to see what the cost of a certain service which I had booked an appointment for on Monday April 22nd. Brad answered my question and said “ Do you have time this afternoon about 1:30”. I told him I did and did he want me to cancel my Mon appt? He said no I’ll take care of it for you. I went in at the appointed time and asked for Brad. He came right out took care of me and I didn’t even have to get out of my car! I received the best customer service from Brad than I have had ANYWHERE in a long time. I will come back and hope that Brad is an appreciated employee at Phil Long Chapel Hills. He should be!! Thanks Brad for your wonderful service More

Best service ever! My 2009 Ford Super Duty sprang a fuel leak when I was in Boulder, CO. Now, I live in Cuchara, CO. which is 4 hours south of Boulder. Being the dealer My 2009 Ford Super Duty sprang a fuel leak when I was in Boulder, CO. Now, I live in Cuchara, CO. which is 4 hours south of Boulder. Being the dealer of choice for our family and business fleet, I called Kenny at the Phil Long Ford Service Department. Kenny immediately started making connections for me with the Phil Long dealership in Denver. Once my vehicle arrived at that dealership, Don, one of the service managers, had a driver take me to a hotel near the dealership. He assured me that my truck would be fine in their hands. The very next morning, at 7:45 am I received a call from Don saying that my truck was ready, and whenever I was ready he would send a driver by to get me from the hotel. So, why take your car to Phil Long in Springs or Denver for service? Because in a day and age where almost no one gives a darn about you or your needs, this entire dealership is committed, completely to serving its customers, treating them with the highest respect, and going out of their way to help you in your time of need. Kenny, Don, you guys set the standard and raised the bar, and you exemplified everything good about this country and the Ford brand. I am back home now, with my kids and dogs. You have made a customer for life! Jeff Jeffus More

Service with a smile I brought my 2012 Edge into Phil Long Ford of Chapel Hills for an oil change and tire rotation and to get a 2nd key cut. This was right after a major I brought my 2012 Edge into Phil Long Ford of Chapel Hills for an oil change and tire rotation and to get a 2nd key cut. This was right after a major hail storm and the service dept was obviously extremely busy. Austin greeted us with a smile and made me feel as if I was just as much of a priority as the major repairs he had lined up. My car was finished within an hour and even washed! Thank you! More

F-150 warranty work and service GM Robert McMann is one of the best in the business. He understands the needs of his customer base and runs a tight ship at Phil Long’s Chapel Hills l GM Robert McMann is one of the best in the business. He understands the needs of his customer base and runs a tight ship at Phil Long’s Chapel Hills location, especially in the service department. I had warranty and service work done Feb-March 2018 on my F-150, and he made sure I was well taken care of. Service writer Lee Samples is “the man.” He took time to understand my issues and communicated frequently during the process. Lee is very personable and I was impressed with his upfront pricing and timeliness. Will definitely go back when I need to. Thanks guys! -Steve S. More

Promises and Commitment Had a recall notice, in this notice is a loaner vehicle at no charge. I called to schedule the appointment - asked about the loaner and told them we w Had a recall notice, in this notice is a loaner vehicle at no charge. I called to schedule the appointment - asked about the loaner and told them we would have to have one. Then called 2 times during the week ahead of the monday appointment about the loaner and the absolute need for it...Monday morning comes - they were late for the appointment, then told that they have not even called to loaner vehicle people to get us the loaner we requested 3 times, listening to the loaner people on the phone call they were making, they are not there until 9am, and it is 0745 am, shuttle runs, but cannot pick us back up from work to get our vehicle. Total failure on the commitment that Ford stated in their recall notice. have a seat belt that will not retract and lock, thus a huge safety problem - Ford will not cover their safety items, and was told by the service person that they would call and or leave a message on the price and availability of the retractor assembly - been over a week and NO call or messages. More

Lee Samples went the extra mile! The Recall service for my car went into the next day. I asked for a Loaner and Lee made it happen! Thank you Lee Deanna The Recall service for my car went into the next day. I asked for a Loaner and Lee made it happen! Thank you Lee Deanna More

Fast and efficient, very much appreciated. A job well done. I really appreciate that when I make an appointment it is honored and I do not have to wait. Pat, the service rep, gave me a time line re when my car I really appreciate that when I make an appointment it is honored and I do not have to wait. Pat, the service rep, gave me a time line re when my car service would be completed and it was correct. I am older and some of the features on my newer vehicle confuse me and these things are always explained by Pat so that I can understand them. I am able to make my appointment with the same service rep which is really important to me. More

Top notch Trustworthy. I Have always had a good experience at this dealership. Phil Long Ford has always trestedcme with respect. They give me updates all along Trustworthy. I Have always had a good experience at this dealership. Phil Long Ford has always trestedcme with respect. They give me updates all along the process of dealing with any issues that I have had in dealing with my vehicle. More