Priority Ford Norfolk

I pulled in and the quick lane was roped off with no instruction, only which direction to head. The sign indicated to check inside - but there are several "insides." I finally pulled into the service instruction, only which direction to head. The sign indicated to check inside - but there are several "insides." I finally pulled into the service bay where I was ignored by three people. I finally exited my vehicle and went to the desk where it took several minutes for anyone to even acknowledge me. I understand waiting, I don't understand a lack of acknowledgement. Finally someone asked me what I needed and directed me to Heather, one of the people who had ignored me earlier. I left my car for an oil change, appointment for drop-off had been made the previous week. This was about 1:30 p.m. At 5:45 p.m., I called the service department, was placed on hold for about 15 minutes and I hung up. No call, nothing. My vehicle was now staying overnight without so much as a word from anyone. Who can be without their vehicle this long - for a scheduled oil change? At about 9:00 a.m., I called the service department where I was transferred to Heather. She did not answer and her voicemail was full. I called back, asked not to be transferred or placed on hold. A helpful young lady did walk to the quick lane and told me she could not find my ticket. I explained to her that I was becoming increasingly frustrated with this process. She said the service manager would call my back shortly. Lovell did call me back and I was told my ticket was started and not completed. He said that my vehicle would be next. I got a call about 12:30 that my vehicle was ready - almost 24 hours after being dropped off - with a scheduled appointment. With all my interactions with Priority, Lovell is the only employee with any sense of customer service. This includes the purchase of my vehicle to oil changes and other service on my vehicle. More

I called on a Thursday for an appointment. I was given a "drop-off" (means you will not be waiting) appointment for the following Wednesday. I was not offered any information on Spa Wednesda I was given a "drop-off" (means you will not be waiting) appointment for the following Wednesday. I was not offered any information on Spa Wednesday - not that I wanted it. I took my vehicle in at the appointed time and waited while three employees ignored me - no "hello," no "we'll be with you shortly," etc. At about 20 minutes to 6:00 p.m. I called to find the status of my vehicle. I was placed on hold and received no answer at all for approx. 12 minutes. I hung up. My rep, Heather, did not call or contact me in any way to let me know my vehicle would be kept overnight. At this point, it's been 5 hours for an oil change - with no communication. I called about 9:00 the next morning and was transferred to Heather's phone. Got voicemail and her mailbox was full. I called back. The associate who answered did walk to the oil change department and I was told that she could not find my ticket and that the service manager would call me back. Lovell called me back in about 20 minutes and said that they could not find my ticket but would begin my oil change next. He said the ticket on my vehicle was started, but never completed. I received a call about an hour later that my vehicle was ready for pick up. I was without my vehicle for about 24 hours - the only communication I received was instigated by me. Lovell provided exceptional customer service. I have had significant challenges with previous oil changes. The only reason I go there is because it is free. I even go to another dealership and pay for my state inspection, even though it's free at Priority because I'm told it will take all day. I would not purchase a vehicle there - terrible experience and I really dislike dealing with Priority at all. More

It is a little discouraging that the estimated cost of my service did not include all the charges on my bill. service did not include all the charges on my bill. More

Always the best service. I have been a customer for ten years. I will come back. I have been a customer for ten years. I will come back. More

Jazmyne in the service department provided clear instructions on how my vehicle would be serviced and provided details on how long it would take. instructions on how my vehicle would be serviced and provided details on how long it would take. More

Jazmyne in service and our actual technician were great! Very efficient, helpful and got the job done right! Very efficient, helpful and got the job done right! More

Very organized and helpful. I found my vehicle online in the middle of the night and was able to set up a meeting the next morning to see it. Gave me a great deal on my purchase I found my vehicle online in the middle of the night and was able to set up a meeting the next morning to see it. Gave me a great deal on my purchase and the best price for my trade in out of everyone we went to. 5 star dealership ready to get you into a vehicle you want t a price you can afford. More

I called for an appointment to get my 2018 Ford Escape's oil change and an inspection. I got the appointment for 8 day later which i totally understood. My appointment was for 8:45 am. which i was there at oil change and an inspection. I got the appointment for 8 day later which i totally understood. My appointment was for 8:45 am. which i was there at 8:20 am and droped off my car. The service writter told me i needed to have the antifreez changed, 25000 miles on the car???? I understand "upselling" coming from the auto repair business (35 years), I declined the service. After7.5 hours not hearing from anyone I started calling, replying to the text the serivce writter sent which told me to reply if I han any questions. I did not get anyone to answer the phone or reply to the texts. At 4:30 I went to check on my car and was told that they tried to call me at 2:?? pm to tell me i had a nail in my tire and it would cost me $27.00 to repair, my phone nore me has no record of any phone call/voice mail/text message. And by the way it just happened to be the same tire that last year during the inspection they found a "Cut" in the tire and needed to be replaced! I had no choice (if I wanted the car inspected) to have the service done. At 5:30 pm I got my car back! My Pritory for life just died! Hay it will save Pritory $$$ which i'm sure is a good thing for them!!!! More

I appreciate the help from the staff at Priority Ford to get me hooked up with my 2022 Ford F-150 King Ranch. As soon as I seen and test drive the truck I knew it was right for me. The staff did a good job get me hooked up with my 2022 Ford F-150 King Ranch. As soon as I seen and test drive the truck I knew it was right for me. The staff did a good job showing me how the truck works and giving me a good run down on everything. I love the tonneau cover that was put on the bed of my truck. Thanks for everything More

When is Quick Lane service not Quick Lane service? When you are Priority Ford Norfolk, I scheduled an appointment online for 3:15 p.m. , July 5th. I arrived for the appointment and was directed to the When you are Priority Ford Norfolk, I scheduled an appointment online for 3:15 p.m. , July 5th. I arrived for the appointment and was directed to the Quick Lane service area. At check-in I was informed that the scheduled appointment time was the time to "meet with a Service Advisor". I was also informed that it would be at least 1.5 hours before they would be able to pull my vehicle into a service bay and another hour for them to complete an oil change and tire rotation. That's not QUICK and it certainly isn't SERVICE! When I approached a group of Service Managers and explained what had transpired they acted like they were amazed that I would have an expectation of TIMELY, EFFICIENT SERVICE. They each had accepted that what I described was an actual dealership service department norm. One arrogant short, stout male manager made the comment, "You look like an older gentleman that's been around service departments before, when have you ever experienced an appointment that was the time your vehicle was serviced?" The answer EVERY TIME except Priority Ford. I will not be back....I will not recommend your services.....I will not speak positively about Priority Ford or its Employees. More