Serra Ford Farmington Hills - Service Center

Waiting and waiting Came in for a oil change at 10:00 and three cars behind me had the same thing. But they all left in which they were behind my car, so i am not sure h Came in for a oil change at 10:00 and three cars behind me had the same thing. But they all left in which they were behind my car, so i am not sure how first come first serve works at this establishment. Btw its now alomst 2:pm and still waiting. This will be my last time ever coming here... what you need to fix is setting customers expectations. 2 1/2 hour wait is what they TOLD me More

Great People Friendly and quick, just how it should be. Tom Holzer always takes care of my 08 impala when it is time for an oil change. Friendly and quick, just how it should be. Tom Holzer always takes care of my 08 impala when it is time for an oil change. More

Poor Quality of Vehicle/Mechanics 07 fusion. $3,000, in repairs, taken my car in for "the works" deals regularly, all green checks everything was ok? This will be my last Ford I will 07 fusion. $3,000, in repairs, taken my car in for "the works" deals regularly, all green checks everything was ok? This will be my last Ford I will buy. This is why Ford DOES NOT make the ratings as Lexus, Honda, GM/Buick. More

Service department I had taken in my daughters Ford focus for service back in Early August, Had most of the list of items completed service that was under service contra I had taken in my daughters Ford focus for service back in Early August, Had most of the list of items completed service that was under service contract. Which I had to call Ford motor company itself to get them to agree that it was covered under the service contact. Tom Holzer said it was not , but reluctantly agreed. All but one part was completed. They had to order it. Six weeks later I received a call the part was in. I had to wait to get a hold of my daughter and figure out a time for the appointment since she attending CMU in Mt. Pleasant. Then called the dealer for appoint on a Saturday, today. Went in and found out after making the appointment and confirming they had the part needed. When I got there I was told they ship the part back. And would take two to three weeks to get it back. I was also told I should have used the Mt Pleasant Ford dealer instead. Never take your car there. More

It was a wonderful experience to work with Tom Holzer I Traded my Buick 2013 for a brand new Ford Escape vehicle. I had a very great experience when purchasing my new vehicle. My sales guy Corey Robert wa I Traded my Buick 2013 for a brand new Ford Escape vehicle. I had a very great experience when purchasing my new vehicle. My sales guy Corey Robert was very knowledgeable, compassionate, worked diligently in meeting our expectations. I highly recommend him for anyone who's willing to go for a new Ford. He made the entire experience without any pain or pressure. More

Service My vehicle was in for service three different times and the issue still was not fixed. I was given attitude when I contacted the service manager and My vehicle was in for service three different times and the issue still was not fixed. I was given attitude when I contacted the service manager and chose to take my vehicle elsewhere. Not only was the service unprofessional, but the technicians couldn't find the issue that the other dealership found and fixed within 8 hours of having my vehicle. 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

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

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