Theresa Lamer

I brought my vehicle to Lester Glenn Ford on July 22, 2026, for a routine oil change and because I was receiving a "Powertrain Malfunction" warning on my dashboard. What followed was one of the most frus 2026, for a routine oil change and because I was receiving a "Powertrain Malfunction" warning on my dashboard. What followed was one of the most frustrating service experiences I have ever had. The day after dropping off my vehicle, I received a call from my service advisor, Theresa Lamer, requesting authorization for diagnostic work with several charges attached. When I questioned the charges because my vehicle has fewer than 60,000 miles and the powertrain should still be covered under Ford's warranty, I was told the charges were only being listed "for accounting purposes." Later that same day, Theresa informed me that the dealership believed the issue might be my transmission and that a master technician would review it the following day. At that point, I was hopeful the problem would be properly diagnosed and resolved under warranty. Unfortunately, communication quickly deteriorated. I repeatedly had to call the dealership myself to get updates, and promised callbacks never came. After my vehicle had been in their possession for several days, I requested a loaner vehicle because I needed reliable transportation for work. I was told there were none available and that I would be placed on a waiting list. On Saturday, after waiting four hours for a promised callback from Service Manager Steve, I finally reached him. I was told my oil change was nearly complete and that no faults or codes could be found. This was extremely confusing considering my check engine light, maintenance light, and powertrain malfunction warning had all been active, and the vehicle's performance clearly changed whenever the warning appeared. Despite previously being told they suspected a transmission issue, I was now being told nothing was wrong. Once again, I was told a master technician would look at it later. By Monday, my calls and voicemails went unanswered. Instead, I received a text message requesting authorization for additional diagnostic work totaling approximately $740, with no explanation of what work was being performed or why. Based on previous conversations, I believed these charges were being documented for warranty purposes, so I signed the authorization. On Tuesday, I was informed my vehicle was ready and that I owed more than $800. When I asked why the repair wasn't covered under warranty, Theresa stated it was not eligible and admitted she was unaware that I also had an extended warranty covering the powertrain, engine, and transmission through 83,000 miles. The problem is that I had spent the previous day trying unsuccessfully to contact the dealership to provide that information. Concerned, I contacted Ford Corporate. While I was on the phone, they attempted to contact the dealership multiple times and were unable to reach anyone. More surprisingly, Ford's warranty department informed me there was no record of any manufacturer warranty claim having been submitted under my VIN. When I arrived at the dealership to pick up my vehicle, Theresa could not initially locate my paperwork and eventually found it on her own desk. After I personally provided my extended warranty information, I was later informed that the repair would not be covered under that warranty either. The entire experience was marked by poor communication, missed callbacks, unanswered calls, conflicting information, and a complete lack of transparency. I still do not understand how the diagnosis went from "we think it's your transmission" to "nothing is wrong with your vehicle" to an $800 bill for repairs that were never clearly explained and apparently never submitted to warranty for review. I understand vehicle diagnostics can be complicated, but communication and customer service should not be. I left this experience feeling frustrated, ignored, and without confidence that my concerns were ever properly addressed. More

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Service consultant Theresa always does an outstanding job. Takes good care of our Escape. The dealership employees are always friendly and helpful. Shuttle service was much more appreciated since my wif job. Takes good care of our Escape. The dealership employees are always friendly and helpful. Shuttle service was much more appreciated since my wife cannot drive right now. Good job! More

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Long wait time at the dealership for car service. You do not get a complimentary car to drive while your car is left for service. You do not get a complimentary car to drive while your car is left for service. More

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The great dealership to make sure the right guy gets on your vehicle to make sure it’s done right your vehicle to make sure it’s done right More

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Theresa took great care of me at my F150s latest service. I can always depend on terrific service at Lester Glenn Ford. I can always depend on terrific service at Lester Glenn Ford. More

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I have purchased two pre owned ford edges from Lester Glenn in ocean The purchases were great but their service department is unacceptable. I had two reasons to use them and both were unacceptable. Mo Glenn in ocean The purchases were great but their service department is unacceptable. I had two reasons to use them and both were unacceptable. Most recent I did a recall for dashboard light issues. I wasn’t greeted in a friendly of timely manner but I was the only one in there . The agents were curt and I asked for them to check a tire pressure monitoring system alert. She wanted $184 just to look at it! I asked what the cost would be to replace it if they found it to be faulty. She couldn’t tell me. Refused to look it up. Turns out it was two faulty tires. They wanted over $350!!! Highway robbery Not a trustworthy service odepartment interesting, I tried to share the review and it said can’t post this Try again!! More

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