Worst service experience ever! This place used to be good but my main go-to guy left and it went downhill fast. The service was horrible. I made an appointment to have my oil changed the day before, left in the middle of a meeting to make it to my appointment, only to not have an appointment when I got there. While making my appointment, after talking to a woman who made the appointment, I was transferred to someone else for some unknown reason. Obviously, the first person did not make my appointment and the second person didn't know to make me an appointment because I already did that with the first person. They fit me in but the guy helping me did not seem happy about it. This is the second time this has happened to me.

It took them 1h30 to change my oil and replace the wiper blades. At the end of my appointment, my car sat off to the side, completed and no one came to get me. When I went over to ask about my car, I stood in front of the guy who was helping me for 5 min before someone else walking through asked if I was being helped. When I told him I was not being helped, my original guy finally looked up and said, "Oh, I am bringing up your paperwork right now." Then, he didn't explain anything that they did, just handed me the paperwork and left. When I asked about my air filter, it took him 10 min to figure out that my air filter had been checked and will need replacing at my next visit.

I went to file a complaint whereby the lady at the front desk said the service manager would be right with me. He never showed up. She finally came back in a snotty mood and said I could fill out a form and the manager would contact me. When I returned the form to her, she said, "Ok, sure. I'll get it to him. Buh-bye now!" with this unprofessional attitude. It has been a week and I still have not heard back from the service manager. They lost a customer that day and probably lost Ford a customer for life! I will never go back there. Their unprofessional attitudes and ambivalent nature toward their customers really disappointed me.

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I own a 2013 Mustang GT. The vehicle currently has a 3 year 36k mile bumper to bumper warranty. I am still within the limits of the warranty. On April 20th, 2013 I did a "walk in" to attempt to have my pony projector lamps (projects small imagine of horse on the ground visible at night) looked at because the lights do NOT project a horse....looks more like a horse exploded. The service advisor Michael attempted to tell me that they were not covered under warranty and started to explain the process of repairing them. I asked him how are defective lightning is not covered under warranty??? He then stated "we had a couple rejected". Moments before this he told me they have had "like 50-60" mustangs that have been in for that. He then stated, "well maybe they will be, let me take a look at them" The lights has no visual damage and you cant tell they are defective unless they are actively projecting the image. After looking at them he said "hmmm, maybe these will be under warranty"...I was curious as to how he figured that out buy looking at the plastic cover??? But anyways....

I was informed there were no available appointments for the day. I said very well lets set something up for the following Saturday April 27th, 2013. I told him I would take the earliest appointment at 0800. He then proceeded to take my phone number and name on what appeared to be a napkin or small piece of paper.

I take my car in at the scheduled appointment time at 0800 on April 27th, 2013. I'm standing at the same Michael (service adviser) that set my appointment up. He told me that a different service advisor Mike Smith will get me set up. I move over to his counter area, then informs me that I have no appointment further implying that I "made it up". So at this point I'm frustrated about the whole experience at this particular Service department.

He said well...
Mike Smith:"Are you leaving it or staying with it?"
Me: "I have to stay with it"
Mike Smith: "Well, I'm going to need it until 1pm"
Me: "5 hours for lights? Is there anyway I can get it by noon? I have a prior engagement at 1pm, thats why I took the earliest appointment time"
Mike Smith: " Well, I have 20+ cars in the service bay so it will be a while until I can get to it, so 1pm..."
Me: "Thats why I set an appointment up...for 8am"
Mike Smith: I dont know what to tell you, thats what I got
Me: so I get screwed because you failed to enter the appointment time?
Mike Smith: "Do you want to leave it or not?"

I left at this point...

I also asked if there was a loaner vehicle available. Considering their mistake...I was told no but they could give me a ride home. That would not get me to my afternoon place of business so I declined the shuttle ride.

These service advisors were acting like I owed them something. I'm not sure how these guys are in the positions they are with no customer/ people skills. As far as I'm concerned the dealership is basically the face of Ford. Michael should be removed from his position for being untruthful to customers.

IF you need your Ford serviced....take it elsewhere

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I chose Lakewood Ford, my home town dealership, for my purchase of a new Mustang convertible and am delighted that I did. The facility is spacious, light, and comfortable.The entire process went very smoothly, the price and financing were excellent, the car was beautifully prepared for delivery, and the staff all demonstrated a genuine commitment to customer service and satisfaction. They were all very friendly and great to work with and made my purchase a wonderful and memorable experience. I would not hesitate to recommend Lakewood Ford to anyone looking to purchase a new Ford.

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I was treated with the utmost respect. The sales person was the epitome of customer service. He was very attentive and kept me informed of every detail along the process of buying this new car. The finance person, Cal worked hard to get me the best deal going. I thank them every day for a great experience.

Diana Purdy

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OVERALL WAS A GOOD BUYING EXPERIENCE. PATRICK THE SALESMAN WAS VERY HELPFULL. THE COLOR OF THE EXPLORER THAT I WANT WASN'T AVAILABLE BUT THE SALESMAN TOLD ME THAT HE CAN FIND ONE. THE VEHICLE WAS DELIVERY THE TIME I WAS PROMISE. I WOULD RECOMEND THIS DEALER. GREAT CUSTOMER SERVICE.

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This was the easiest SUV buying experience ever! Matt was awesome and couldn't have asked for a better SUV, Thank you Lakewood Ford, look forward to doing business in the future!

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DO NOT GO HERE, THESE PEOPLE ARE NOTHING BUT LIARS AND THEY PLAY A BUNCH OF GAMES..I WENT TO SEE ABOUT GETTING FINANCED FOR A VEHICLE ON 08SEPT12 AND DELT WITH HAROLD (THE FIRST LIAR) HE DID ALL THIS TALKING AND SAID SINCE IT WAS LATE HE COULDN'T GIVE ME AN ANSWER UNTIL SUNDAY OR MONDAY, I HADN'T HEARD ANYTHING BY TUESDAY SO I CALLED HIM SO HE LIED AND SAID HE SENT MY HUSBAND A TEXT (MY HUSBAND SAID HE NEVER HEARD FROM HIM) BUT I GAVE HIM ANOTHER CHANCE AND AGAIN HE SAID HE WOULD CALL ME BACK 3 DAYS LATER I STILL HADN'T HEARD FROM HIM..CALLED AND SPOKE TO THE SUPERVISOR JASON BARKER (ON 14SEPT12) AND EXPLAINED WHAT WAS GOING ON SO HE SAID HE WOULD FIND OUT WHAT HAPPPENED AND HAVE SOMEONE CALL ME, SO THAT'S WHEN TYRELL CALLED ME ( THE OTHER LIAR) HE SAID HE WAS NOW TAKING OVER AND HE WOULD CALL ME BACK ON MONDAY, OF COURSE HE DIDN'T CALL SO I CALLED HIM AND HE SAID HE DIDN'T HAVE AN ANSWER YET AND WOULD CALL ME BACK WHICH OF COURSE HE DIDN'T SO I CALLED AGAIN TODAY (21SEPT12) BUT HE WAS JUST WAY TOO BUSY TO EXPLAINANYTHING TO ME AND HE HAD THE NERVE TO HAVE A FUNKY ATTITUDE WITH ME..SINCE THIS IS HOW THEY TREAT PEOPLE ( WITH SUCH DISRESPECT) I FEEL THEY SHOULD BE SHUT DOWN..I'M GIVING YOU MY MONEY AND THIS IS HOW I GET TREATED..WHY WOULD ANY REPUTABLE EMPLOYER ALLOW HIS EMPLOYEES TO TREAT PEOPLE THIS WAY..MY ANSWER THE EMPLOYER COULD CARE LESS AS LONG AS MONEY IS BEING PUT IN HIS POCKETS..LAZONIA HOLMES

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DO NOT GO HERE!!!!! My wife went in to trade her truck in, and it took them weeks to get their act together and figure things out. The process should have only taken a few hrs. We were told countless times to come up to the dealership only to sit there and wait for hours, then never be helped. we had paid her truck payment for may, but traded her truck in and got the new one may 9th. ford said once they paid her truck off, we would get money back. A month later they finally pay her truck off and we didnt get the may payment back!!! We ended up paying for her truck for a month we didn't even have it, bc ford took so long. The whole experience was so flipping ridiculous. Worst customer service ever. I bought my car from Honda of Bellevue, and the wntire process only took about one hour. I want to warn as many people as possible. DO NOT GO HERE!!!!!!!

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To whom it may concern,
I am writing you this evening with what I feel is a legitimate complaint about a Ford dealership here in Washington State "Lakewood Ford". I have been looking into purchasing a 2012 Ford Fusion Hybrid and found one here at this location that what seemed to be a great deal. The sticker price was $33,980 "CR 206257" and there was rebate sticker on the windshield of $2500. This caught my attention so I asked to get my trade in appraised in order to prepare for the purchase the next day. The next day when I called the sales representative that had been working with me to find out what they found my trade in was worth he said $19,500 and asked me if this would be good enough to earn my business. After I heard this I responded that I was hoping to get more close to $21,000.00 and he said that that could be done he just needed to talk to his manager. He also mentioned that the rebate sticker was not supposed to be on the vehicle that he had showed me and had me test drive. After hearing this I decided to call the manager and explained to him that there was a rebate sticker on the window of the car I wanted and that I only interested in the car because of the price that included the rebate. He said that he was sorry and that he would honor the rebate because it was a mistake made by the dealership and felt it was only right to do so. While I was on the phone with him my sales representative called so I promptly got off the phone with the manager and spoke with him about my trade in value. He said that his manager would give me $21,000 for my trade if I was still interested in purchasing the car. I told him I was and that I would be right in to do the paper work. Unfortunately when I arrived to the dealership the story quickly changed. They said that they would not be able to honor the verbal deal but would be able to do two others. Offer the new vehicle at the original price, $33,980 and $21,000 for my trade, or give me the new vehicle for $31,600 and only $19,500 for my trade. I am very disappointed by this because this is not the deal that was offered over the phone. Not to mention that yesterday I was offered a military discount of $500 but because of the new price negotiations I no longer qualify. I am active duty and I am station here at Fort Lewis Washington. I have purchased all my vehicles from ford but now I am reconsidering doing so this time because of this dealerships lies and deceit. Is this BAIT AND SWITCH!!

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My Husband and I recently purchased a 2012 Ford Fusion from Lakewood Ford. We are overly pleased and satisfied with our car and their service. We had such a wonderful experience and would definitely go back and refer our friends! Today we found out we had a nail in our tire and we called services and they told us it would be $20 but when we got there and they were finished with our tire the told us we didn't owe them anything. We were again supper happy with the customer service. We love our car and love Lakewood Ford! Thank you so much!

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