Gene Messer Ford of Lubbock

Fast, Friendly, Knowledgeable, and up to date contact. Glenn called me with updates and helped me purchase tires usuing my Ford Reward points Glenn called me with updates and helped me purchase tires usuing my Ford Reward points More

I am writing to formally express my extreme disappointment with the service department at Gene Messer. I have never encountered such a frustrating and poorly managed experience in all my years disappointment with the service department at Gene Messer. I have never encountered such a frustrating and poorly managed experience in all my years of vehicle ownership. On April 9, 2025, I purchased my dream car—a 2023 red Mustang convertible—from your dealership. Despite living 125 miles away, I chose Gene Messer because of the exceptional purchasing experience I had. The sales process was outstanding, and I left a very satisfied customer. Because the detail team had already left that evening, I was told I would receive a full detail at a later date, which I accepted in good faith. I also purchased the extended warranty, hoping I’d never need it, but as it turns out, I was right to get it. Less than a month later, I experienced an issue with the convertible top, which wouldn’t close after being driven with the top down. After multiple attempts over three days, it finally worked again. My local dealership diagnosed the issue as a faulty switch and advised me to return to Gene Messer for repair, as the issue arose within the first 30 days of purchase. After three attempts, I was finally given an appointment for Saturday, May 10, at 9:30 a.m. I arrived at 9:00 a.m., explained the issue, and also reminded the staff that I was still owed a full detail from the date of purchase. I was told I would be contacted by Tuesday regarding the diagnostics. On Tuesday, May 13, I received a call from Cody stating that no issues were found with the convertible top and that diagnostics showed nothing wrong. I reiterated the findings of my local dealership and explained the switch had been previously identified as the problem. Instead, I was informed that my vehicle needed a brake fluid change and rear tire alignment—services I had never heard of needing for rear tires. After researching and learning that rear alignments can indeed be necessary for a sports car like a Mustang, I approved both services. Wednesday, May 14, I received another call from Cody confirming that the convertible top switch did in fact malfunction during their testing and would be replaced. He assured me the part would arrive Thursday and the car would be ready by Friday at the latest. On Friday, May 16, Cody again confirmed that the switch had arrived and the car would be ready after 3:30 p.m. I arrived shortly after 4:00 p.m., only to be told by Noah that it would be another 15–20 minutes. While waiting, I was informed that my license plates and registration had arrived. I picked them up and brought them to the service department, where I was told they could install them for me. By 5:00 p.m., after multiple check-ins and repeated reassurances, my car still had not been returned. Keep in mind, I had driven 125 miles to be there. At 5:15, the vehicle finally appeared. It was filthy—not detailed as promised—and although my plates were installed, I then discovered at the halfway point of our return trip that the registration sticker was missing. I immediately called and was told I could come pick it up—again, as if I lived next door and not nearly 100 miles away. I followed up again on Saturday, and to date, no one has called me back. As of Sunday, May 18, I now have a dirty car, have spent additional money despite having an extended warranty, and am technically driving without valid registration. This experience has been entirely unacceptable—characterized by poor communication, missed deadlines, broken promises, and general disregard for the customer experience. While my purchasing experience was outstanding, I can confidently say that I will not return to the Gene Messer service department. I expected better. I was promised better. Unfortunately, what I received was far from acceptable. More

I went to this dealership to fix my convertible top. The maintenance took over 2 months and they were awful about communicating even after being switched to a different service rep. Then Mike the servic The maintenance took over 2 months and they were awful about communicating even after being switched to a different service rep. Then Mike the service manager promised me discounts and timetables for repair none of which he honored. When I picked up my car I was made to wait for an hour and a half just to see Mike. I had dates of conversations and was very calm and understanding considering they put me through 2 months of xx. After being proven wrong Mike threatened to put a dealers lien on the vehicle if I didn't pay, sign the paperwork, and leave. I then called corporate and never got a response. Awful experience as a student especially More

Excellent service! Not only did the staff serviced my car the same day, they delivered my car straight to my address (something that so few dealerships rarely do). Not only did the staff serviced my car the same day, they delivered my car straight to my address (something that so few dealerships rarely do). More