Phil Long Ford of Motor City in 1212 Motor City Drive

Customer Reviews about Phil Long Ford of Motor City:

• ★ ★ ☆ ☆ ☆
  I brought my 2011 Edge to this service department in June 2017 for a recall on the brake booster. Repair was completed the same day at no charge. Two months later the same issue returned and I called to have a relook on the brake booster. Appointment was made and vehicle was dropped of on a Wednesday. The representative stated that he would have a status to us by the end of the day. We did not receive a call that day nor the next morning. I called Thursday to inquire on the status and the representative stated that the vehicle was with the technician and that the vehicle will be repaired by the end of the day. I received no call on Thursday and attempted to call however, the service department was already closed. On Friday morning I did not receive a call from the representative so I again called for a status. I was told the vehicle was with the technician and that I would get a return call immediately with a status. I received no return call. I called Friday afternoon for a status and the representative stated that they still could not find the issue and that even though Saturday was his day off, he would come in to get a status and call me by 9:00 to 9:30 AM on Saturday. I received no call on Saturday. I then called to speak to the Service Manager and the call went to voicemail. I left a message for the Service Manager explaining my frustration and asked for a return call. I did not receive a return call from the Service Manager. On Monday morning I called and the representative stated that he got his manager involved and that they were transferring my vehicle to a different technician, a specialist, and would have a status by the end of the day. I received no return call on Monday. On Tuesday morning I called and the representative stated they had identified the problem and my vehicle would be ready by the end of the day. The representative called Tuesday afternoon and stated my vehicle was ready and was repaired free of charge. Although my vehicle was eventually repaired free of charge, the communication process between the representative and customer needs improvement. At no point in a customer service based operation should the customer be more proactive than the representative in providing a status. This review is not based on the quality of the repair, as it was sufficient once completed. Also, if troubleshooting takes longer than one business day to identify a problem, then a specialist or different technician should be brought into the process. Honestly, it felt as if the vehicle was not being attended to at all until the manager was contacted. And, when a customer leaves a complaint with a manager the manager should return the call to the customer. This process ended up taking six days when it seems as though it could have taken two days.
  By Thomas Shank, May 20, 2017
• ★ ★ ★ ★ ★
  We had a great experience purchasing a truck from Phil Long Ford through the Costco program. Dan Cox found the exact truck we wanted, and we got a great deal on it. Everyone at the dealership was welcoming and warm, even when we had our two wild kids running around for hours on end. It was the best car-buying experience we've ever had!
  By ashleigh mckown, April 03, 2017
• ★ ☆ ☆ ☆ ☆
  My husband & I bought a 2012 Ford Focus Se for $18K after said and done back in 2015. DO NOT get your next car from them, as they RIP people off!!! This car is only worth $4,500 being lowest, $7,500 if it is in excellent condition. Our car is good running condition but could have bought a brand new car for $13,500. VERY DISAPPOINTED!!!
  By Karma Penton, November 19, 2016

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About Phil Long Ford of Motor City in Colorado Springs