I have been going to Briarwood Ford for the last few years for oil changes and regular maintenance, but I will not be returning after the service they most recently provided. I had a terrible experience and will be recommending to everyone I know against ever going to Briarwood Ford again. I took my 2007 Ford Edge to the Collision Center after I was rear ended for body work. Briarwood Ford took it upon themselves to "fix" my ABS which had nothing to do with the collision. My ABS light has been on my dash for over 3 years and Briarwood Ford has this documented as it has been suggested to fix during routine maintenance (which I declined on several occasions). When I got my car back the ABS light was off, however, the traction control light kept coming on and my car did not drive right. The brakes would kick back while driving and, when accelerating, my car would hesitate due to the traction control. My car never did this prior to taking it in to get body work. I notified Briarwood Ford of this, and I told them I would need a car provided to me to drive while my car was being fixed as this problem originated from their work. A car was arranged, and I dropped my car off a few days later. When I picked up the rental car, I was asked by the cashier Christina who would be paying for it, and I said I assumed it was Ford because the reason why my car needed to be worked on was because of them. She said okay, I signed the paperwork which I have printed out stating $30.00/day with $0 balance and took the car. That afternoon I was contacted by Andrea in the service department and notified my ABS module needs replaced and it will be $1,200 billed to me. My husband immediately contacted her to notify her that we will not be paying the $1,200 because my car drove just fine for the last 3+ years with the light on, and we only had issues with the car after Ford "fixed" the ABS (which again, was not part of the accident which is the entire reason my car was in their possession). Ford admitted my ABS light was documented as being on in 2015 and had no part of the collision which is why I needed to pay for it. This is confirming it should have never been touched in the first place.
After lengthy conversations with both the service department and our insurance company. Briarwood Ford confirmed our insurance company would pay for the ABS module, however, it would take 2 days to come in. I contacted the service department to confirm I can keep the rental car, and I was told they do not pay for the rental car. This was never told to me before or when I picked up the rental car. I was told at this time the payment would be $47/day which again, I was never notified of.
After much conversation, my husband contacted the insurance company who confirmed they would pay for the rental car and that Ford was to bill directly to my insurance company.
I was contacted on Saturday that may car was complete. When I arrived I was given no paperwork for the services completed on my car because "it wasn't completed", however, the service was completed. I was told the rental car was $44/day, and that I need to pay out of pocket. I showed the cashier my paperwork which was given to me when I picked up the rental car which stated $30/day. She said the automated system "isn't right" and she didn't "know why it prints out like that". She then stated there was no way to bill directly to the insurance and there was no manager or supervisor for me to talk to on a Saturday. I called my insurance company, however, they were closed. I then was forced to pay the total amount of the rental car $44/day.
This sums up my experience and the reason why I will never be taking my car to Briarwood Ford again. This is a shame as this is our "home" Ford dealership, and my husband and I are in the market for new cars in the next 6 months. We will definitely NOT be using Briarwood Ford to buy new vehicles or for maintenance in the future due to the lack of communication and poor customer service.