Planet Ford - Service Center

Service Center screw ups I brought my brand new F250 in due to a sunroof malfunction. After sitting in service waiting room for 4 hours I was told the part had to be ordered I brought my brand new F250 in due to a sunroof malfunction. After sitting in service waiting room for 4 hours I was told the part had to be ordered and it would be 7-10 days. I asked if they would notify me and I was assured yes. After 10+ days I called to check on the status and was told the parts were in...no notification at all. I made a service appointment for 8:00 and dropped my car off at 6:45 am. I asked again how long would it take and was told a couple of hours. At noon I called to check status. I was put on hold and my service rep never picked up, someone else told me they just took truck back for repair. At 300 I showed up because I would not have a ride after that. We waited in empty service area while all service reps were on phones or walking around. After 10 minutes my service rep asked what I needed. I told him I was check on my car since it’s long overdue. He then proceeded to go check and returned to me 20 minutes later stating they were just starting it because there was an issue with earlier with another car. It would have been nice to get a phone call stating the delay. I then had to sit and wait another hour while they repaired it. Never an apology for the delay or inconvenience. I will be looking for another service center. More

Jacoby Garmon as assisted me more than once occasion not just with the excellent service during the sale. After the sale too. I go to service my Lincoln there and h as assisted me more than once occasion not just with the excellent service during the sale. After the sale too. I go to service my Lincoln there and he always stops in to check in with me and say hello and update me on new inventory. I highly recommend him at Planet Ford and he’s a class act no question! More

WORST EXPERIENCE EVER!! If I could give this place negative stars, I would. The staff is a joke, beginning with finance, accounting and ending in service. I purchased a 2017 If I could give this place negative stars, I would. The staff is a joke, beginning with finance, accounting and ending in service. I purchased a 2017 F250 Platinum on Dec 2018. My trade in needed to get paid off by January 8th, which I believed was ample time for them to get their paperwork together and mail my payoff. I was completely wrong. Not only did I have to call multiple times and speak to multiple people only for them to lie to me about the payoff being sent off, but I finally found out that the payoff had been sent after it was due. Besides it being sent late, it was sent via regular mail. Who does that? A company who doesn't care about their customers or their credit. Another issue we had was that the truck we purchased had originally been special ordered without carpet. However, our finance guy CHAD JENNINGS, said it'd be no problem and they'd order carpet and install it once it came in. The carpet came in and we dropped our truck off. When we picked up the truck we realized that the carpet they added wasn't OEM, not only that but it was so cheap that if you touched or pulled it, pieces of it would come off. Our floor mats couldn't even be placed, because the carpet was so crappy. I called and finally they admitted to getting cheap carpet and ended up ordering OEM carpet about 3 weeks ago. Three weeks ago today, the truck lost power and a light came on so we dropped it off in service with CRYSTAL PATE l to get checked and also to have the back seat leather looked at, because it had a scratch that we we're promised would get fixed at the time of purchase. A whole week goes by and we haven't heard from anyone in service. I finally decided to call and see what was going on. Only to have Crystal tell me that the truck hadn't even been looked at. She said she'd have the shop foreman get involved and I'd get a call the next day. The next day, I don't get a call so I call again. She then states that the technician is looking into it. At that point I was livid, and asked to speak to the service director, CHARLIE MUNTZ. When Charlie spoke to me he told me that, the technician found rust and that it looked like there had been water in the fuel tank, but that the tech was still looking into it. He then said he'd know more the following day before 10 am. The following day, I waited until 10 am and when I realized he wasn't calling me back, I decided to go up there. I asked the first person I saw (Jaime-sales manager) for the G.M and he stated it was him, however he was lying because the G.M is Shawn Burns. I decided not to call him out, because I was embarrassed for him. I proceeded to explain to him the issue I was having and he told me he'd get Charlie and we'd figure it out ASAP. It's 10:15 AM I'm sitting down waiting on Charlie, when I hear him telling Jaime that he told me he'd call me by 12 PM. Two lies by two different people within 5 minutes. He then takes me to his office, where he begins explaining to me that, no there wasn't water in the fuel tank but a valve had rust so it needed to get replaced and they'd have it ready by that afternoon Feb 9th 2018. I don't know why I believed him. I then walked over to Joseph T(nice guy by the way) in aftermarket to verify that the carpet was in and set a time for him to install it. Since Jaime had called me a week prior to tell me the carpet would be in by Feb 7th 2018. However, Joseph stated the carpet hadn't arrived yet, but according to his parts guy it'd be in later that afternoon. So I decided to leave the truck through the weekend that way Joseph could have it Monday morning and install the carpet. Monday afternoon I call to get an update, turns out the part (valve) for the truck hadn't made it in so it wasn't finished on Friday like Charlie said. How can you tell a customer that their vehicle will be ready one day when you don't even know if the parts are in or not. Unless he was just making up a story about what the issue with my truck was. At this point my truck had been in service for 2 weeks! I called Joseph to verify that the carpet was in so that they'd begin working on it as soon as service was done but the carpet wasn't in yet. However, Joseph reassured me that it was definitely on it's way. I decided to leave it alone and see how long it'd take service to have the truck ready. I finally got a call from Crystal on Feb 14th stating that service was done and that the carpet was in, however aftermarket wouldn't be able to work on it until Monday Feb 19th. She also stated that the scratch on the leather would get fixed. The truck sat there from Feb 14th to Feb 19th until the carpet was installed. This morning Feb 20th, I called Joseph to make sure that the carpet was installed before I called Crystal to schedule a pick up time and he said he was done with it and gave the keys back to Crystal on Feb 19th. I called Crystal at around 10 am and got someone else who told me Crystal would call me back in a couple of minutes. I finally received a call back at around 11 Am from Crystal stating that now she had to figure out when they'd be able to fix the leather. THE TRUCK SAT THERE FROM FEB 14TH TO FEB 19TH and she didn't think to take care of it then? I stated that I was picking up the truck today at 5 pm and it needed to be done, she agreed.I then realize that I've had the truck for 2 months and the temporary tags had expired in the middle of Feb while it was in service. I called Tillie, a lady who had been helping me with yet another issue caused by finance. She contacted the title clerk who told her that my truck hadn't been inspected before we bought it, therefore I needed to bring it back to get inspected so that she could register the vehicle and issue plates. She also said the finance person CHAD JENNINGS was aware. Chad then proceeded to say that he had emailed me and called me to let me know, however that was another lie. Not only did he never call me but this man has never answered a phone call after we signed paperwork for the truck. Apparently he also doesn't understand how College rebates work. I left my transcript with him the night we purchased the vehicle and he stated that a I'd receive a check in the mail within a week, but I never did. However, Tillie was very helpful and assisted with me getting the check. Out of all the people I spoke to Tillie and Joseph were the only ones who seem to care about customer service. It also seems to me that anyone can get a job in the service department, without any previous experience. Overall, this is by far the worst experience I've ever had in a dealership and this is the 5th ford vehicle that I've purchased. I will never set foot in this dealership or refer anyone here for that matter. I'd wait to get a survey in the mail or even emailed to me, but I'm 100% sure they've already changed my email so that I don't receive one and blast them. More

Poor communication and pull/replace mentality We have purchased 8 vehicles from them, but the service center has gone downhill drastically in the past five years. We just brought our 2005 lincoln We have purchased 8 vehicles from them, but the service center has gone downhill drastically in the past five years. We just brought our 2005 lincoln navigator in because of a suspension issue. Their recommendation was to replace the entire system for 5200 in parts alone. The other option was to replace it with a traditional coil and spring suspension which was about 2300 dollars. We were informed that we would get a call the next morning about parts for the work and they would let us know about schedule. I found the air suspension parts for considerably less and left three messages that I would have them my two and would like an estimate on labor to install them. The next call we received was by midday that the work was nearly complete. That is just the start. We had another issue show up, it was cranking but not starting so they thought the fuel pump was bad. We got it home and did some troubleshooting to find the relay was bad which entails replacing the entire fuse panel as it is soldered to the board. This led me to think maybe they did not do due diligence troubleshooting the original problem. The compressor was still present so I decided to check it myself. It turns out the relay, which was taped down and never opened until I did after the service, but I could verify it functioned correctly by applying voltage outside the circuit. I tested the compressor by bypassing the relay and applying power. Guess what, the compressor fired right up and I verified there is air pressure produced. There remains other items to check that I do not have the diagnostic equipment to accomplish, the solenoids on the shocks are not operating correctly, the height sensors are not sending updates, the ECM or unit that provides the logic processing is not working correctly, or all of those are working and the electrical system has remaining issues. Very angry about downgrading the suspension now because they do not perform good diagnostics and just pull and replace. We will not be taking our vehicles there for service again and I actually took my F250 that was purchased from Planet to Anderson Ford two days later to have a wheel bearing replaced because of this visit. Planet Ford has been a great dealership for years, but converting the service experience into a sales platform may be a bad idea. They need to resolve issues communicating between the departments (service concierge, parts, service, and customers) in order to improve internally and they need to allow communication directly between the customer and the technician as they may not be properly relaying details to the technicians and this was heavily evidenced by a note on the service ticket that was completely different symptoms from what I specifically detailed. They never followed up on a review on Facebook and I have written them off at this point as well as a loss of several thousand dollars for service and parts replacements that were completely unnecessary. More