Priority Ford Norfolk

Setting up the appointment online was quick and easy. I arrived early and was immediately taken care of. I needed a state inspection, oil change, tire rotation, and a recall service. The service was exce I arrived early and was immediately taken care of. I needed a state inspection, oil change, tire rotation, and a recall service. The service was excellent. The service advisor, Vannah, was very helpful and kept me advised of the status and called when the service was done. Pickup was just as easy and efficient. Priority Ford is my go to dealer. More

I'm only giving it a 2 star rating this visit only because this was the first service I've received and it wasn't the normal. For starters I had an appointment for my state inspection. I dropped my ve because this was the first service I've received and it wasn't the normal. For starters I had an appointment for my state inspection. I dropped my vehicle off 4 hours before my appointment and my vehicle still didn't get completed until the next day. On my state inspection, I was failed due to my aftermarket fog lights and a possible leak from a clamp on my muffler. My fog lights were the same aftermarket from the year prior so why was one inspector able to pass my fog lights and this year they were unable to pass. Then I went and got a second opinion on my exhaust and nothing was found. Triple A passed my vehicle with no issues and had my vehicle back 6 hours after I dropped it off. Overall the services I have been receiving for the last couple years have been great. This one visit wasn't so pleasant. I was highly disappointed in the knowledge of the technician(s). More

Service was excellent. I was kept informed as service was provided. Vannah was very professional. I was kept informed as service was provided. Vannah was very professional. More

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