Serra Ford Farmington Hills - Service Center

Service department is terrible. Unable to repair, in 6 attempts, heated seat feature failure and caused other failures in their attempts. Unable to repair, in 6 attempts, heated seat feature failure and caused other failures in their attempts. More

Around mid April, 2024 called service advisor at Serra Ford in Farmington Hills, Michigan.Explained that my Screen ( Rear View Camera, etc. ) had gone dark. Made appointment for Thursday, 4/25/24. The per Ford in Farmington Hills, Michigan.Explained that my Screen ( Rear View Camera, etc. ) had gone dark. Made appointment for Thursday, 4/25/24. The person said there are about three resets we can try first to avoid going through the formal diagnostic process. When I came in that day the person was off work. The replacement person tried one of the three resets. It didn’t work. Vehicle sent to diagnostic. They later called and said the vehicle was ready to be picked up. They did one of the other two resets, pulled out the 9 year old fuse from underneath the glove box, waited 10 minutes and reinstalled it and everything worked. Changed $175.00. Dealer said the fuse was not covered by the warranty. I have the Ford Premium Care Extended Warranty. I called Ford/Lincoln Protect on 4/25/24 which manages that warranty. They said we’ll write up a Reference# case and for me to tell the dealer to file an electronic/phone claim for me ( the customer). BECAUSE sometimes the CAUSE of a non-warranty part going bad is a result of a poor functioning warranty item. Also if it was reset function that wasn’t tried by the dealer that $175.00 can be refunded to the customer. The Reference # 42950095 was given in a text & verbally with the 4/25/24 service advisor. No action taken or communicated with me. The next day 4/26/24 the original service advisor returned to work. In a face to face meeting the person said the claim will be filed for me ( customer). I calledFord/Lincoln Protect (FLP) to see if any claim was filed under that reference # or VIN#. Nothing. I called FLP again Monday, 4/29/24 to see if Serra Ford, Farmington Hills had fulfilled their promise to the customer, they didn’t. My instinct said it sounds/feels like they will ignore me and handle me ( the customer) as a low priority. I realized if I stopped the check that Monday, I would get a call from somebody Quickly. But I said their Service Department is supposed to be very good and I’ll put my “Trust” in Serra Ford, Carmington Hills to treat their customer with “basic respect”. Today is 5/30/24. During that period following 4/25/24, I tried to communicate with the dealership/service advisor. They said sorry “we got busy”, “ I was sick for two days”, “we’ll send the claim in for you”. Almost daily I’d check with FLP. They would say Serra Ford, Farmington Hills has NOT communicated with us “yet”. I was advised to call the Service Manager. I left messages, text’s called the “live” operator. Even though that dealer uses a automated text messaging system as a justification for customer communication, it is a INEFFECTIVE form of communication. The intent/end result is, SUCCESSFUL communication. On those return automated text messages sent to me, I’d type please call at phone #—- —- ——. No Response. In my multiple conversations with several different customer service agents at FLP ( who all were excellent/caring/etc. ), they couldn’t understand why Serra Ford, Farmington Hills won’t file the claim on behalf of their customer. They said it’s a simple/short/ not time consuming process and it doesn’t cost the dealership anything financially. Also said they receive these claims constantly with no problems with other dealerships. During this process FLP advised me to call Ford Customer Relations. I didn’t because at that point, I had Zero confidence in this dealership responding even to Ford Customer Relations (FCR). As time continued to elapse, on 5/14/24, I called FCR. They filed a formal Case# CXH-02156398 with basic notes. Next day called FCR, no follow up by dealer.Their customer service agent called the Service Manager but had to leave a messageI continued to cal FCR ( excellent customer service ) to check on any type of response, Nothing. Ongoing attempts same. Another Ford Dealership IT department checks basic resets fuse withdrawal/reinstall BEFORE going to diagnostic. Their Serv.Adv. “just call dealer’s Serv. Mgr easy fix”. More

Service was excellent, though it took much longer than expected I had a 10 am appointment and didn't leave until 5 pm. expected I had a 10 am appointment and didn't leave until 5 pm. More

we love Sierra Ford. Everybody’s so kind to us very helpful. We love your service. Everybody’s so kind to us very helpful. We love your service. More

Dean, in the service department, was professional and kept me informed. He explained in detail what repair was needed. Provided estimate of repair time which was on point, and provided me options for how kept me informed. He explained in detail what repair was needed. Provided estimate of repair time which was on point, and provided me options for how I would wait for vehicle. Dealership is bright, and clean with comfortable waiting area. Customer can wait or utilize their van transport service. More

Many thanks to my Salesperson, Mike Bate and Service Advisor, Jen Nowacki. After several attempts on my part, Mike set-up a service appointment for me and Jen was there throughout the process. They bo Advisor, Jen Nowacki. After several attempts on my part, Mike set-up a service appointment for me and Jen was there throughout the process. They both made my appointment pleasant and positive. I do appreciate their help. More

Fantastic job as always. Art took great care of me and that’s why I continue using Serra Ford for all my service needs Art took great care of me and that’s why I continue using Serra Ford for all my service needs More

Excellent service. The folks are very helpful, especially Frank that we work with. Thanks to the whole team. The folks are very helpful, especially Frank that we work with. Thanks to the whole team. More