Serra Ford Farmington Hills

Nick Hartwell #1 sales person I recently purchased a Focus Hatchback from Nick. I was completely satisfied with Nick's knowledge of the vehicle and the financing. Tom Holzer is lu I recently purchased a Focus Hatchback from Nick. I was completely satisfied with Nick's knowledge of the vehicle and the financing. Tom Holzer is luck to have this guy on his team! More

unfriendly, mean, argumentative, phone discussion very loud, The service manager at this facility is by far the worst manager in my 65 years. We have four generations of ford workers and buyers. My wife and I wa The service manager at this facility is by far the worst manager in my 65 years. We have four generations of ford workers and buyers. My wife and I was driving along when our moon roof exploded or shattered. I assure you nothing hit our roof, it was 360 degrees around the seal around the glass shattered. The service manager stated under no circumstances would FORDS cover any glass related issues regardless whose fault it was. I have all extended warranty's, life insurance the whole package even tires. My 2013 Ford Edge with all the extended warranties possible I have, over $40,000 worth. Edmond Bennett More

Not worth it at all. Aside from when I got my car, any time I have been here for services is horrible. They take about twice as long as they say (which is already ridiculo Aside from when I got my car, any time I have been here for services is horrible. They take about twice as long as they say (which is already ridiculous- 1 1/2 hours for an oil change? Then take 2 1/2 hours?). No one seems to know what's going on and people are bouncing between helping 3 customers at a time, which is rude and adds to the chaos. They will call you before things are totally finished, so your car may be ready but paperwork may take another 20 minutes (again, because no one knows what's going on). I had to make an appointment a week out for an oil change. Repairs will take several days and they will want you to rent a car, and can't give a date when it might be finished. I'm definitely going to find somewhere else next time I need something fixed. I will say that everyone is polite and friendly enough, but the disorganization, outlandish waits, and so on make it totally not worth it. I would not recommend this place for any type of service. More

Certified Used I just bought a certified used Fusion and was disappointed that it wasn't cleaned properly since I left it for the weekend and didn't pick it up until I just bought a certified used Fusion and was disappointed that it wasn't cleaned properly since I left it for the weekend and didn't pick it up until Monday afternoon. Nothing was done that was supposed to be. I didn't check it out completely until I got home. More

After researching other vehicles for hunting and house projects, I decided to keep the one I had and have all the issues tended to. I started with an $6k estimate and was called to ask if instead of perfo projects, I decided to keep the one I had and have all the issues tended to. I started with an $6k estimate and was called to ask if instead of performing the head and timing chain replacement, they could perform a long block replacement with everything else they had quoted for $8k. Other issues were found as they started the work and all of the sudden, the quote was at $14k. When I finally received the truck back I reviewed the list and found that the longblock alone was $8k, before all of the other stuff that was quoted. Had I known this, I never would have changed $2k worth of labor for an $8k replacement. On top of that, they had several items that they tried charging me for such as the headlight they destroyed when they did the replacement of the block. Fast forward 1 month and I am up hunting only to find the work I had paid for was not done and the truck broke down in the middle of the woods. They finally did the repair when I came back. 3 months later they called to ask me how my 18 months had been. I told them to call back in 15 months and I would tell them. Almost 6 months post repair, I finally get my warranty paperwork for the engine. 1 year after the repair and less than 3000 miles later and the exhaust they replaced fell off. They did not even offer to fix that. I would not recommend this dealer for sales or service to my worst enemy. Ford should have shut them down long ago. More

I came into the Dealership uneducated on the product and not sure of what my options for a new vehicle were. I met with a Salesman, Nick, to help answer questions I had. He was MORE than helpful in educat not sure of what my options for a new vehicle were. I met with a Salesman, Nick, to help answer questions I had. He was MORE than helpful in educating me in the car sale process. He greeted me with a big smile and had a personality that was very easy going and easy to work with. I knew I wanted a Ford because of the reviews I've read and I had an A-plan. Nick helped me decide which vehicle was right for me, and I COULD NOT be more happier with my decision. I ended up leasing a new Ford Explorer that I absolutely love. I could not of done it without the help from Nick. He is everything you want from a car salesman while breaking the mold of the "salesman" stereotype. He was honest, divulged all the details and worked hard for my business. He earned it from myself, and everyone I know; which I will be referring them to Nick at Holzer Ford. The customer service I received was far better than anything I expected, Truly and enjoyable time buying a car... which I thought was impossible. Kudos. More

I drove quite a ways to get to Holzer Ford after hearing of their reputation. However, I ended up not buying a car from them. The first trip out I priced new and new/used cars, both the 2012 Focus and the of their reputation. However, I ended up not buying a car from them. The first trip out I priced new and new/used cars, both the 2012 Focus and the 2010. I was told the difference between the two were $500, as with the rebate and the family/friend discount lowered the price of the new Focus. I slept on it and came back the next day. My return trip was really disappointing. After calling first and checking the cars were still on the lot, it turned out the dealership was actually empty. They did not have the models for the new 2012 Focus I wanted, and also they would not honor the price they gave me the previous day. The used cars however were on the lot, which, to the credit of the dealership, came with a very generous warranty. However, as I was filling out the papers to buy the car, Pam, my sales rep, came back and told me that the car could not be sold for the same price I was told the previous day. I had the application 25% filled out, my down payment money in my pocket, ready to buy the car, and Tom Holzer Ford went back on its word. Thus, I did not purchase a car from Holzer Ford. The staff was the most welcoming and friendly out of any dealership I have visited. However, the dealership should honor the pricing they give to customers; integrity counts a long way in business, especially the auto industry. If you get a quote on a car, get a quote in writing before you leave. I personally won’t return, but I’d recommend it. More

As we all know, finding a dealership that treats you like the customer you are is almost like finding a needle in a haystack. I have visited several dealers for service and honestly am surprised at the lack the customer you are is almost like finding a needle in a haystack. I have visited several dealers for service and honestly am surprised at the lack of satisfaction provided. My experience at Tom Holzer was not a plesant one, I set an appointment 1 week in advance, listed all the problems to the appointment gal. I requested a shuttle, and informed the gal that my wife would need alternate transportation if it wasnt complete. 8am my car is in service, my wife requests a shuttle only to be told "yeah, thats something that may be difficult, have a seat in the lobby he says". 5 min later, my assistant is informed it will be 30 min for a shuttle. Why I wasnt informed of this problem at the time I set the appointment, so my wife could be where she needed at 8:30. Unsure!!! Thankfully another person took time out of their busy schedule to get my wife to work. Will you contact us with updates my wife asked, Yes he says, After the vehicle being there all day its 5pm now, I had not recieved 1 phone call for an update. Where is my car, will my wife have transportation, what else needs to be done, I dont know!!! I called the gentleman at 5:05, oh Hi, I was just about to call you, he says. Well, were going to need the car back tomorrow, we couldnt finish up. Why did I set an appointment 1 wk in advance to have to bring it back. Frustrating that I couldnt have been offered alternate transportation and just leave it, yet another inconvienence. Take the vehicle back the next day, not even bothering to rerquest a shuttle, we set that up the night before so we wouldnt run into a debocial the next morning. 8am my vehicle is there again, after calling the night before and saying I have not heard anything, I would have hoped the consultant would be kind to provide an update midday. No Call!!!! Seriously, no call again. I run a Professional Services business, if I didnt update my clients periodically I would be out of business. What makes a Ford dealer any different. Were now at the end of the day, 5pm. I call them AGAIN for status on my vehicle. Well it's ready, but... We need parts and we couldnt find a problem with 2 of the other concerns I had..........So I explained how it happens, now being at the end of the day and my car is done, what good that did, other then wasting my breath im not sure. A phone call from the consultant midday may have allowed the tech to take a second look. I asked for the shuttle to get my wife, who is no more then 1 mile away, ohh sir thats going to be 40-50 min. This was frustrating since it was the end of the day I wasnt certain if she would be able to catch a ride, again why the importance of a phone call update has been stressed. I get my car back, FILTHY, dent in the tailgate, a BOLT in the drivers front tire and I forgot to add an oil change. Was any of the above items quoted to me for repair or completion. NO! They sent my wife out of the dealer to pick up our toddler with a BOLT in the front tire, are you serious... My Family's life at stake and I wasnt notified. I have wheel and tire protection, the dealer could have replaced the tire made there money and my family would be safe. They could have sold me an oil change and tire rotation, thus making more money. What this shows is a lack of care and HORRIBLE customer service... My wife comes home to tell me the results. Here is the work order hun, ohh by the way, a lady walking around in street clothes went to get your car, "I was a bit nervous" she said, letting her continue, the lady came back and said its dirty, but I can do it, does it have big wheels (with zero confidence). My wife said yes it does, were now down to the wire at 5:30 and our child has to be retrieved from daycare before they close at 6pm, so my wife declined the car wash. Ok Im thiking I called at 5, it was done, my wife was there at 5:30 to pick it up, Was there no time for a car wash, only if you were detailing it... So then the kicker, she says honey the guy said theres a nail in the front tire and they accidentally cleared the oil change reminder.. Pissed beyond no belief I walk outside only to find its not a nail, its a 1/4" bolt....A BOLT and you let her leave, why wasnt I informed when speaking to him at 5, I would not have let the vehicle leave the dealer without a new tire. I am so furious with the dealer that now I have to yet again find another dealer to work on my car. Understand that I dont drive a 84 fiesta, its a brand new, very expensive vehicle, that is obivously taken care of. All I wanted was to be updated and informed of the vehicle's needs. Lastly I always, no matter how poor the dealer recieve a vehicle progress report. I didnt get one, how long untill brakes are needed, where are the status of my tires, how much would it cost to fix the windshield. Again, showing me they dont value my business. Service customers beware of Tom Holzer. More

I would recommend Tom Holzer Ford to anyone. My sales rep was Charles and he was more than willing to work with me on finding the perfect car that met all my needs. Charles made my experience one I won't for was Charles and he was more than willing to work with me on finding the perfect car that met all my needs. Charles made my experience one I won't forget, which is why I will continue to come back to him with all of my future car purchases. More

I purchased a used car back in November 2011 and started noticing immediately that it was making a weird noise like the air suspension was leaking. I brought my car in for service and after looking over my noticing immediately that it was making a weird noise like the air suspension was leaking. I brought my car in for service and after looking over my car the dealership told me that they could not find anything wrong. It continued to make this noise as I drove the car (which I knew was not right)but was trusting a dealership and their technicians since I do not know much about cars. Well, apparently I knew more than they did. My entire air suspension went and there was damage to my car. I repeatedly contacted Tom Holzer and explained my situation to see if they would be able to work with me on the repairs. I was transferred to different people every time I called and leaving messages. I was given the direct line to the service manager and between my husband and I left probably over 8 voice mails in a matter of 2 days and never received a phone call back. I ended up taking my car to Suburban Ford of Waterford instead (which was a wonderful experience). I ended up calling the General Manager to explain how I never received a phone call back from one of his managers. I explained the situation about the lack of customer service and my experience with my car and he argued with me saying that "his manager always returns calls". Well, this was not the case in my situation but apparently that did not matter. I determined that the lack of Custer service from the staff there is due to poor management. When you have a General Manager who values customer service you employees will not either. I will never return to this dealership and will be sure to let other know about my experience. More