Priority Ford Norfolk

Work performed as promised on time, Katie was knowlegable and kept me apprised of progress of services being performed. Service area was clean and well lit. and kept me apprised of progress of services being performed. Service area was clean and well lit. More

Everyone at the service center was great. I was able to get in and out in a timely manner and all of the work was done very professionally. get in and out in a timely manner and all of the work was done very professionally. More

I had a oil change service scheduled for 3pm. I checked in around 2:45pm and was told it would be about an hour for my service to be completed. My car was not taken back to the bay until 4:15pm and I was t in around 2:45pm and was told it would be about an hour for my service to be completed. My car was not taken back to the bay until 4:15pm and I was told again that it would be about an hour only after I asked again what was going on with my car. The staff was not helpful nor did they seem to care. I’m sure there was a legitimate reason for the back up in the service department, but the complete lack of communication and effort to inform the guests of the issue made the whole experience extremely frustrating, not only for me but noticeably for the other guests waiting for their vehicles to be serviced. More

The skid plate that needs to be removed to do an oil change became worn and needed replacement. My 2019F150 Lariet is still under warranty (31,000 miles) When I went to the dealer I was told it would be change became worn and needed replacement. My 2019F150 Lariet is still under warranty (31,000 miles) When I went to the dealer I was told it would be a week to have it installed. It literally takes 4 bolts and can be done in 10 minutes. I asked if they would give me the skid plate at no cost and I would install it myself. I was told no by Amanda, the service writer. Since I was taking a trip in a few days I paid the $125.00 and took the part with me put it on in ten minutes. If you need service steer clear from this dealership. More

Lauren/ service advisor was very friendly and pleasant. She made the transaction easy and explained what was going on with my repairs.The repairs was done in a timely manner. Thank you She made the transaction easy and explained what was going on with my repairs.The repairs was done in a timely manner. Thank you More

Everyone knows that time is valuable & its always something else you could be doing so it important to have fast and quality service. That's what I got at Priority Ford something else you could be doing so it important to have fast and quality service. That's what I got at Priority Ford More

I grappled with whether to write this or just move on with hopes my experience was a one-time occurrence. Based a phone call received this past weekend and what appears to be misleading representation of with hopes my experience was a one-time occurrence. Based a phone call received this past weekend and what appears to be misleading representation of quality of service from Priority Ford (sales and service), I now feel compelled to do so. I purchased a 2020 Ford Explorer on April 4th, 2020. The sales experience originally had me ready to walk to another dealer, but I chalked it up to car sales in the middle of a pandemic and completed the purchase despite the sales person and Sales Manager. I believe in being completely transparent and giving kudos where they are deserved so I would like to stress, the financing gentlemen and car care warranty people were fabulous. I took my car back to have the protection coatings applied (internal and external) and they were very nice and accommodating. It was only a few months later while driving to Richmond, the first time I drove out of the immediate area, when the vehicle started alarming with over 8 warning dashboard lights coming on, the blind spot monitor assist failing, the lane assist failing. Add to that the scariest thing; in reverse, the brakes would disengage causing me to coast until they re-engaged. Of course, as soon as I returned from Richmond, I called to make an appt. and the earliest they could get me in was a week later. That should have been the first indicator to not trust the dealership to care about my or my family’s safety. I scheduled the appt, but they said they could not guarantee me a loaner so I had to make arrangements to be without the car. Because I was reliant on someone else to follow me there, I was going to be an hour late for my appt. I called to let them know and they said I needed to reschedule…You guessed it… a week later! Skip ahead and by the time I actually dropped it off, there were several other observations that they needed to address. The headrests in the second row were not attached; the seat had an issue, etc. All of which made me feel like the car missed a few stops on the assembly line and definitely wasn’t one looked at by the QA person. I realize the build of the vehicle doesn’t directly reflect on the dealership, but after 3 weeks of my vehicle being with, the expectation was that all the missed issues/problems would be addressed. Not So!!!! The whole brakes disengaging and coasting, they couldn’t easily duplicate so it wasn’t addressed. It happened again the day after I picked up the vehicle…this time I rolled back down a driveway into the street. Another service appt greater than a week out was scheduled. This time I called Ford Home Office Customer Service to report it. It wasn’t until then that they were required to engage the Ford Tech’s for true troubleshooting. And you guessed it…They found that there was a Technical Service (something) that existed for the problem with instructions on how to repair it. Another almost 3 weeks in the shop for service and they said it was repaired. I picked up my vehicle and a day later it happened again. Another appt, yes…another week from when I called was scheduled. I called Ford Customer Service and let them know it was still happening, and oh the rear lift gate had come down on its own and hit my husband and I in the head on 2 different occasions. When it went to the shop this time, they admitted that they had only partially done the repair instructions provided by Ford Home office for the brakes, but that they couldn’t recreate the problem with the lift gate. For a time reference, we’re in November 2020 now still working on these issues. I was shocked that given the number of times and all that had occurred, they sent me a Service Survey. I provided them a full accounting of the failures in customer service of the service department, from scheduling priorities to lack of management oversight, to the actual technical failures in repairs. Part of what bothered me the most in the whole repair saga was that when we scheduled our appt. I was asked to provide a detailed list of errors/problems and they didn’t look past the obvious for the reported issues. There appeared to be no work ethic in what they did until it was required by home office customer service. At this point, I had NO FAITH that the car was repaired correctly so I proceeded to have it declared a Lemon. It was approved by Ford for repurchase 2 days after the request was submitted. One would think that would be the end of my horrible interactions with Priority Ford. Not So!!! The repurchase option I chose was to have the vehicle replaced with a new vehicle for which I needed to engage the sales team again to locate a vehicle. I spoke with the internet sales locater, and she was efficient, professional and very responsive. I thought that this was going to be a smooth process. Unfortunately, when I went in to evaluate the vehicle, I was referred back to my original sales person and the same sales manager. It went downhill from there. During my time there, I was told “I’m not making any money on this” to which I responded ‘You already did on the Lemon you sold me.’, I was told that ‘I would have to repurchase the protection package for the new vehicle’, and they needed me to pay to have the vehicle transferred from another dealer. Four hours later it was still in their hands to find a vehicle that had the same equipment package that existed on the lemon originally purchased. I cannot begin to express the level of irritation I felt when I left the Priority Ford dealership. It was very very very clear, that they could care less about the fact that they sold me a lemon, could care less about the fact that they failed over a 5+ month period to repair the vehicle, and now could care less about assisting in resolving the issue. And yet, I still emailed and called to follow-up and see if I could get my replacement vehicle…with no response. Until I didn’t anymore. Priorities for Life just weren’t worth it. I was a 15 year customer at Priority Acura, and Priority Ford is nothing like them. Priority Ford sales and service lacks customer service and work ethic. I would never recommend them to anyone that I know and I hope I’ve provided enough detail and evidence for strangers reading about my experience. I mentioned a phone call that prompted me to write this. This past weekend, of January 15th, I received a call out of the blue, three weeks after leaving the dealership. The sales person stated that the vehicle I had wanted was at the dealership. I’ve not heard from this person or anyone else at Priority Ford for 3 weeks and he had the audacity to be surprised when I said I had moved forward with a competitor dealership. When I called the other dealership, they wasted no time in trying to locate a vehicle, ultimately we opted to special order a new Ford Explorer so that it would it fit my requirements. The salesperson and the sales manager were earnestly concerned with making sure I had the vehicle I wanted and as quickly as possible to get me out of the current one for my safety. Because of their professionalism and excellent customer service, I recommended them for my daughter and they found her exactly what she needed and wanted at a price she could afford. Priority Ford is the worst dealership that I’ve experienced in all my car buying and service history! I would rate as 0/5 but it won't let me. More

Great service writer. Prompt return calls and very friendly. Amanda always calls me back and does a great job communicating any issues to me prior to work being done. friendly. Amanda always calls me back and does a great job communicating any issues to me prior to work being done. More

The service was great, not stressful, even when they were busy they were courteous and professional. Very accommodating to the needs of their customers. And it didn't take a lot of time to be serviced. busy they were courteous and professional. Very accommodating to the needs of their customers. And it didn't take a lot of time to be serviced. More

I took my vehicle in for an engine issue. What should have been covered under warranty, ended up being put on me with no evidence of their claims. Then, a two day fix turned in to a 3 week fix with no c have been covered under warranty, ended up being put on me with no evidence of their claims. Then, a two day fix turned in to a 3 week fix with no communication as to what was happening. Then, the bill turned out over $1000 more than the estimate without any communication as to why the bill was more. Also, during the entire 3 weeks without a vehicle and no communication, I was allegedly on list for a loaner vehicle, which like their communication, was non-existent. This is the same reason I left this dealership when it was Freedom Ford, and it's the same reason I will spend the extra money in gas to return to Beach Ford. More