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Serra Ford Farmington Hills - Service Center
Farmington Hills, MI
94 Reviews
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94 Reviews of Serra Ford Farmington Hills - Service Center
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September 28, 2020
Have never been so disappointed in the service received. In December of 2014 we purchased a Fusion at Holzer Ford. We were sold a contract for $600.00 for Tires/Wheels. The man that sold us this advised In December of 2014 we purchased a Fusion at Holzer Ford. We were sold a contract for $600.00 for Tires/Wheels. The man that sold us this advised us that because of the road conditions in Michigan, buying this would be a smart move. We paid it. Early this year my husband feels his car has a shake to it. He knows cars, has worked on them himself for years. He knows it is the rims. I take it originally to O'Brien Ford because it is closer to our home. They tell us to first try a front end alignment. It still shakes. We go back, tell them it is from bent rims. They inform us that the rims are bent but Ford will only cover it if the tires are leaking air. We advised that our contract states nothing about such a thing, but to do us a favor, they change the front two rims at no cost. The warranty company also states that the tires need to be leaking air. I contact the gentleman who sold us the contract, at Holzer Ford, he states that it "just goes to show what a good manager could have done". He advised to bring it to Holzer to be taken care of. Holzer Ford's salesman tells me that they did not save any contracts from before 2016, so he cannot look it up (I forgot to bring it with me-was in a hurry to get on the road because it is 40 minutes away and we have two bedridden daughters that I care for). I advised I would email him the contract. He says that he can't read it, so I should get in contact with "Brian" in service. I resent the contract to Brian so he can see that it doesn't say anything about air leakage. He informs me he can't do anything and that I should contact warranty. I contact them, they advised me that no one from O'Brien or Holzer Ford contacted them about our problem. Sent an email to "Brian" stating this. He still insists that air must be leaking for it to be covered. I asked him to read to me the contract that he was reading from. Come to find out, the wording was CHANGED after we purchased the Tire/Wheel contract. We were correct, they were not. He advises me to call the Regional Manager. I speak with her, she says Ford will cover ONE rim. At this point I'm so aggravated that I bite on it. Brian tells me that Ford had to update it because people didn't understand what exactly was covered and that he will need to order the parts and it could take up to a week. The dealership has already had the car for more than 2 1/2 weeks! He also tells me that one of the front tires has a belt that has moved and that it should be replaced. I asked why this would happen. He says that it could be from sitting for a period of time or possibly a pot hole. Originally told him that my husband will drive my daughters' car since it has had to sit because of their illness. When he stated the Fusion may have been sitting, I told him that it gets driven daily to work so that was not a possibility. I asked if it was covered by our contract, he stated that it wasn't and that it will cost $250.00. At this point my husband is sick to death of the run around and just wants his car back. We ok'd the work on the car. I called the warranty company, again, to find out abut the bad tire, they told me to start a claim, then contact the dealership. I call Brian back to advise, only to find out that it had been fixed already. I told him about calling the warranty company. He said that I should just pay for the tire, then turn it in to warranty to get our money back because it is easier for me to do that instead of him doing it. My husband takes the following Monday off to go with me to pick up the car. He is so mad at the dealership that he gets in the car and takes off for home as soon as we pay the bill. Had to stop at Home Depot on the way home, he tells me the car still shakes and that they changed out one of the rims that was already done by O'Brien. The passenger rear tire has the words written in red by the mechanic "needs rim changed". They changed the wrong rim! Brian never checked to see if the tire with the bad belt in it was even covered by the Tire/Wheel contract-which it was supposed to be! We have so had it with these people. Brian also had the gall to tell me that he had done all he could do and if I could give him a good review, that he would appreciate it..xxx???? Called Brian before I left Home Depot (husband sped off home because he was so angry) and told him about the problem. I advised him that my husband was extremely angry and that we will be calling once we call back to get this straighten out. We are so disappointed. I asked to speak to the person that sold us the contract. His name is unreadable, but his "star number" is on the contract. He never even checked to see who it was. He only told me that they have new people in that position and that he isn't here anymore. Brian never checked to see what the name was. Spoke to a friend that works for Ford. He stated that he doesn't tell people to go to Holzer anymore because they have had a better than thou attitude toward many customers that he has sent there recently and that they also had problems. More
by lattitude0
Employees Worked With
Brian Cunningham
June 17, 2020
Excellent customer service I recently purchased an older Mustang and a few repairs were needed. I had reviewed dealer rating and Tom Holzer was well regarded. After my experie I recently purchased an older Mustang and a few repairs were needed. I had reviewed dealer rating and Tom Holzer was well regarded. After my experience I completely agree. They diagnosed the issues I had and worked to minimize my cost while resolving all of the issues. The kept me advised of status when the repairs needed some new parts which needed to be ordered. They explained all the repairs again when I picked up the car and made sure I was happy. Should any other services be required in the future I will absolutely return to Tom Holzer. More
by A273cobra
Employees Worked With
Art Schneider, Jennifer Romej
June 24, 2019
Don’t get your vehicle serviced here Had to replace an engine in a vehicle I am LEASING (30,000 miles on it). They had it for 6 weeks. They paid for the rental vehicle from enterprise b Had to replace an engine in a vehicle I am LEASING (30,000 miles on it). They had it for 6 weeks. They paid for the rental vehicle from enterprise but not the sales tax of $110. Not my fault the engine went and I am forced to pay sales tax? 3 weeks later it broke down again. They had it for 2 weeks. Another rental car from enterprise. I had it back for 2 weeks this time and it broke down a 3rd time! This time I went to Bob Maxey Ford in Howell. They gave me a car off the lot for free until mine is fixed. Now that’s customer service! No catching a ride to enterprise and charging me tax. Bob Maxey Ford knows how to take care of their customers. Tim Holzer Ford is 3 miles up the road from me but I will never go there again. I will always make the extra drive to Howell where I know I will be well taken care of. More
by Disappointed customer
Employees Worked With
Art, but it’s not his fault - it’s the dealership
January 05, 2019
Never a bad visit! I always have my Explorer serviced here, very knowledgeable team, from opening my door in the service garage to paying my bill...treated very well! I always have my Explorer serviced here, very knowledgeable team, from opening my door in the service garage to paying my bill...treated very well! More
by jggayton
Employees Worked With
Scott
October 26, 2018
Beware - go elsewhere for service Came in for suspected warranty work with early morning appointment, turned in on a Tuesday picked up on a Thursday. I had to fight for a simple warra Came in for suspected warranty work with early morning appointment, turned in on a Tuesday picked up on a Thursday. I had to fight for a simple warranty job, and then they ended up fixing two other items on my vehicle that were not warranty and I was never given the opportunity to approve or decline. I had to initiate calls, and call the 800 number for extended service plan to seek approval for warranty. My service advisor was slow to respond, and when he did actually call me, he then proceeded to have a personal conversation with another employee, and joked about being ready to leave that he was tired, and asked his coworker if he wanted to talk with me. Again, very confusing. I agreed to speak with coworker, and asked him to stop chit chatting that this was not professional. Service advisor laughed. I inquired about a shuttle in the morning after the rush to see if he could call me when he had time to send for me so I could pick up my vehicle. He flat out told me he could not, that he would not have time, that he was busy (I guess I am not busy). Rather than me wasting any more of his time, I got my own ride for pick up to his empty reception (2 or 3 vehicles must be busy), and paid and picked up my filthy car (unwashed) and hardly scrapped of ice vehicle. The oil change reset had not even been performed. I really would never complain normally about such things after service, but it did prove to me that this is probably common practice at this dealership. Overall, it is confusing to me that a service based facility does not have time to call people back - and told me such, and that they cannot them selves find out what is under warranty and what is without client involvement. I also do not understand why personal conversations about how you really want to leave work are something to share with a client on the phone. More than anything, I am appalled that work is performed WITHOUT receiving an approval from a client and I am expected to pay for it. Maybe he was too tired to call me? Maybe this is standard practice? I will never know, because this is the LAST time I will be a client of Tom Holzer Ford. Sadly, when I told others of what happened, they just shook their heads at me and said that they already knew that Tom Holzers service was disappointing at best, so I guess it is my own bad decision to go - I should have listened. Lessons learned! More
by Karen
Employees Worked With
Ed Helka
September 29, 2018
1st time experience with this dealership. I was in need of an engine for my Ford Flex and they were able to assist me in getting a used engine and getting me back on the road with limited inco I was in need of an engine for my Ford Flex and they were able to assist me in getting a used engine and getting me back on the road with limited inconvenience! Don't know the names of every one I interacted with such as Porter, Cashier etc, but all were friendly and helpful. More
by DJW
Employees Worked With
Scott Berry , Brian Holiday
September 08, 2018
Best Customer Service I walked into the service center with multiple concerns about my Mustang 2005. I am always very skeptical about getting a fair and honest diagnosis. I walked into the service center with multiple concerns about my Mustang 2005. I am always very skeptical about getting a fair and honest diagnosis. Dean Short and his team explained what was needed and options. Very happy with the results and great customer service! More
by Sharon
Employees Worked With
Tami and Dean Short
June 04, 2018
Tail light out I came in to get my tail light bulb replaced. The gentleman that helped me was very helpful he get me in and got me out in a reasonable time. it was I came in to get my tail light bulb replaced. The gentleman that helped me was very helpful he get me in and got me out in a reasonable time. it was a pleasure I will return when I need to get my oil changed in two months. More
by Land rover 90
Employees Worked With
I did not get his name. (Sorry)
March 05, 2018
MY VEHICLE HAS BEEN IN THE BODY SHOP FOR 40+DAYS. THE SALES STAFF IS REMARKABLE; HOWEVER, THE BODY SHOP IS LESS DESIRABLE. IT IS INCONCEIVABLE THAT A FORD PARTS CANNOT BE FOUND ANYWHERE. VERY UPSET!! THE SALES STAFF IS REMARKABLE; HOWEVER, THE BODY SHOP IS LESS DESIRABLE. IT IS INCONCEIVABLE THAT A FORD PARTS CANNOT BE FOUND ANYWHERE. VERY UPSET!!!! More
by INEEDMY CAR
Employees Worked With
October 24, 2017
Told one thing over the phone, charge me when I get here. Every single time I go in for something service related, I am told over the phone one thing and it turns into me paying something that wasn’t disclose Every single time I go in for something service related, I am told over the phone one thing and it turns into me paying something that wasn’t disclosed once I actually show up for my appointment. The latest time, I was inquiring about a Sync 2 radio update for my 2014 Fusion. Over the phone I was told I fell within a Ford specified extended Sync warranty. When I showed up this morning, I was told the update would cost me $70. They always try to twist their words once I’m actually here. Incredible misinformed service people. HORRIBLE More
by Hockeytown777
Employees Worked With
Jason
