Jerry's Ford of Alexandria. - Service Center

I am giving these ratings because I am still driving a 2-month-old Ford Focus @6000 miles with an annoying clunking noise coming from the front end. The car has been to Jerry's Ford service twice so far. 2-month-old Ford Focus @6000 miles with an annoying clunking noise coming from the front end. The car has been to Jerry's Ford service twice so far. They couldn't diagnose the problem at first, then finally did. Then they tried to fix it but apparently failed. The guy at the front desk (Art) says they know what do because they do this for a living. But somehow my "brand new FORD" still clunks more than my 10-year-old Jeep after spending a week at Jerry's Ford and being called "fixed". I do not recommend this dealer for service. They do not seem to be proficient at their jobs, and they seem to get agitated and act rude if you insist that the problem still exists. I am also disappointed with Ford due to the quality of the car. More

Do not walk but run away! I had my vehicle serviced here and shortly there after service light appeared, went back they reset the light and said nothing wrong. Told the staff we were going on a road trip a and shortly there after service light appeared, went back they reset the light and said nothing wrong. Told the staff we were going on a road trip and wanted to make sure there were no problems. SO, after we got to our destination the light came back on this time we had big problems, cost over $5000.00 to fix the problem. Went back and talk management and they said not our fault and everything is made knowing it will not last for ever. SO when you buy a FORD and get it Serviced by FORD this is their mind set. Then when I explained to the management how I would be taken care of would determine if they would have my business, I got no answer (it has been over a week now!) So if you are in the Annandale, Virginia area and need your car fixed, remember run don't walk if you see Jerry's FORD!!!! More

I would NEVER RECOMMEND this dealership to anyone. Purchased a car from them in October 2012 with a Certified Pre-Owned (CPO) Warranty. The company never inputted our warranty information into the Fo Purchased a car from them in October 2012 with a Certified Pre-Owned (CPO) Warranty. The company never inputted our warranty information into the Ford computer system. When our car broke down on a Wednesday in March 2013, we tried getting it repaired by another dealer, only to find out that our warranty was not in the system. When we spoke with several members of the Jerry's team, no on apologized or offered any assistance to us. Instead, they told us it would take 2 days to upload our information into the system. They sat on it for a day. We called again. They uploaded it on a Thursday afternoon. Two days now put us into the following week (since 'two days' really means 'two business days'). I requested a loaner or a rental car on several occasions to get us through the weekend and was denied every time, being told it was my problem to deal with. Ehab, a sales rep, wanted to know what I would do for them if I found out that I was wrong and did not have the 'right' warranty to cover the repair. He also told me I needed to bring my broken car to him (over an hour away) if I wanted him to help. (It was un-drivable and had already been towed to a closer dealer). Joe, their finance manager, told me that my request was like asking him, and I quote, "to put a rocket on the moon." I was going to be without a car for a minimum of 6 days, he works in the car business, and his company was at fault; yet I was asking too much??? I finally had to authorize the other dealer to fix my car at my own expense that Friday afternoon since Jerry's was not going to assist me while we waited for the warranty to 'hit their system'. $800 later my car was fixed and I was left to try to recoup my money from Ford. Jerry's still NEVER phoned me to let me know the warranty was finally activated. I waited a full week before phoning them again. As usual, no one apologized when they realized I DID in fact have a CPO warranty with full loaner car privledges, as well as towing coverage. Unbelievable - the customer WAS right yet the company did nothing to assist, before OR after the fiasco. What a terrible way to do business. Mr. Harned, the general manager, should be ashamed. After all, it was his personal secretary that hung up on me when I requested to be put through to his voicemail in an effort to get some assistance. If you're looking to purchase a Ford, go see PURVIS FORD in Fredericksburg - they will treat you with respect and have superb customer service. More

I took my car there to fix a noise and an oil leak. I got the car back with a bunch of noises, shaking and the leaking did not stop. So basically I paid them money to make my car worse. I took it to another the car back with a bunch of noises, shaking and the leaking did not stop. So basically I paid them money to make my car worse. I took it to another dealer and I had to redo the whole job again that Jerry's supposed done it at the first time. Plus the other dealer had to fix the wrong stuff Jerry's add it to my car. More

I had my Navigator towed to Jerrys service to have new keys made (I lost them). It was $200 (not counting towing) , but I needed it to get it working so I could make to trip to the Airport (going to Mex keys made (I lost them). It was $200 (not counting towing) , but I needed it to get it working so I could make to trip to the Airport (going to Mexico) in a couple days. Jim, and Ali said no problem. It arrived, and they began cutting keys and programming them and next thing I know there were unable to complete the task, and I had to rush to try and borrow a vehicle to get to the Airport (what a hastle). While away, I contacted Jerry Service and Ali said they were unable to program the keys and suggested a new control module to the tune of a couple hundred dollars. Not being one to buckle easily, I suggested they go back and look again and explain to me how a control module that had to work previously the last time I drive the car, had suddenly gone bad with the only usage was the technician trying to program it. When I arrived in Mexico, I called back, and was told the situation was resolved, and it was only a “broken wire”, and there would be no extra charge. Ok, bait and switch avoided. Since there was no extra charge, I did not ask how a wire got broken that would have rendered the vehicle inoperative. I was still frustrated that they did not have it back to me as promised so I could have used it on my trip. When I returned from my trip, I picked up the vehicle, and drove it home. Two days later I go to drive it, and the right front air suspension is collapsed, and the tire sitting on the fender. I called and left a message for he service Rep Ali to give me a call, bit no call back. I did it again, and left a message asking what if anything might have happened there that might be associated with my new problem. No answer. I wrote a letter to their online at their website for some customer service and explained the problem. I got a call back the next day, but it was from a sales coordinator thinking I wanted to buy a car (did they even read it ??). When I explained the situation to this person, they responded with embarrassment that they would ensure that management would see my letter and get in contact with me. This last exchange happened 10 days ago! Now my air suspension has been finicky in the past, but not like this, and never left the car undriveable. Do these two situation prove any underhandedness,… the answer is no. Is it somewhat questionable, perhaps. Does it prove very poor customer service to completely ignore my inquiry, ABSOLUTLY! I’m not a 20 yr old kid, I’m in my 40s, a professional, live within sight of the pentagon, work for DOD (not to mention a degree in Mechanical Engineering). Head my warning, consider another Ford service before venturing over to Jerrys. More

2003 Ford Explorer/130+K miles. Went in for new tires. Got my car back with new Michelins and new alignment. On ride home car had steering issues, swaying. Returned car to dealership next day. Art of t Got my car back with new Michelins and new alignment. On ride home car had steering issues, swaying. Returned car to dealership next day. Art of the svc dept advised nothing is wrong with the car even though I explained in great detail my concern. In short, I was not satisfied with the treatment that I received from him following the initial service. Although, to his credit he handled the tire/alignment repair with great professionalism. Left with no other option, I had to complain to Dealership managment (Bill) who quickly took me into his office. Treated me as a valued longtime customer even though this was my first time at this dealership. I was assured there would be a new set of eyes and hands on my vehicle. Steve the service manager assigned my car to Aly. Returned the next day with car and eventually the problem was found, Rear hub assembly was shot. I was provided with a free rental for a few days until the part could be obtained and repairs made. Car now rides like new again. If only Art had not dismissed my concerns and not treated me like an inconvenience I would have been 100% satisfied with the service and given it 5star ratings. Highly recommend this dealership as they treated me well overall and perhaps Art was merely having a bad day. More

Took my truck in for routine service and was blown away by the service I got. It was easy to get appointment, VERY friendly when I arrived, Aly explained what they were going to do and called later to exp by the service I got. It was easy to get appointment, VERY friendly when I arrived, Aly explained what they were going to do and called later to explain, in easy terms, what else was needed and why. I needed a ride back to the store and she sent a very nice gentleman named Teko who was prompt and courtious. Aly was still there when I arrived, explained the invoice to me in detail, then took me to the cashier where Rebecca handled the rest. She too was VERY friendly and professional. More

This place has atrocious service. We dropped off a car on a Saturday for a couple of repairs that should be covered by Ford warranty. The guy we left it with, Bill, promised to call on Monday to let us know a Saturday for a couple of repairs that should be covered by Ford warranty. The guy we left it with, Bill, promised to call on Monday to let us know what was wrong with the car. We had to call him ourselves. He said he didn't know what was wrong but he said that he will call on Tuesday. Tuesday came and went with no phone call. We called him again on Wednesday. This time he told us that he cannot reproduce the noise we complained about, so we set up an appointment for Saturday. Since we don't have another car in order to get to the dealership we had to rent a car for a weekend but we were ok with this since we wanted this issue fixed. When we got there, Bill was not there and apparently none of the technicians on his team were there either. Another team leader was there but was too busy to have us show him the noise (which would have taken all of 2 minutes). He claimed that all teams operate independently and can't (or don't care enough to) help with the other team's cars. When the other team leader called him, Bill said that he never made that appointment. I don't know if every team leader is as irresponsible as Bill, but you'll never find out until you waste a lot of time and money. We took the car that day and will never come back to this dealership. More

I went to Jerry's in Annandale for regular service on my 2009 Mustang GT. This was not the first time I went to Jerry's but it was the first time in over a year for this vehicle. I dropped the vehicle off 2009 Mustang GT. This was not the first time I went to Jerry's but it was the first time in over a year for this vehicle. I dropped the vehicle off in the morning and picked it up after work, which is my normal routine for service on my vehicles. When I picked up the vehicle the nighmare began. There was a noticeable and sizable crack in the front bumper/ground effects which was not there when the vehicle was dropped off. On the Service record for that day (which they are to fill out prior to servicing the vehicle, and record any dents or substantial damage to the vehicle), nothing was noted (no crack in the bumper because it wasn't there when I dropped it off). I brought the damage to my bumper immediately to the General Sales Manager on duty at the time (the service department was already closed). Ryan, the GSM, handled the case with professionalism and courtesy especially in the face of an angry, pregnant client with an obvious passion for the vehicle that was damaged. Ryan handed the case over to the service department the next day; I never took possesion of the vehicle after the crack appeared in the bumper. The dealership promised to fix the problem and bring the bumper back to it's original condition. Nine days later (7 business days), I received a phone call the vehicle was ready. I went to pick up the vehicle and found that their idea of bringing the bumper back to original condition was to bondo the bumper until from the front of the vehicle you could no longer tell their was a crack. They repainted and it looked pretty, but the crack on the back side of the bumper was still very obvious to the touch of a hand or visible when the car is lifted (or you crawl under the vehilce). I am not satisfied with the fix as it compromised both the integrity of my vehicle as well as the value. I was told by Ryan that they would not do anything else to fix the bumper. He added that I would not win a case in court or with an insurance company because there was no Police report taken at the time of incident. He was correct, there was not police report because I trusted them to fix the problem they had caused and not just bondo but to replace the bumper. That was my own error in judgement. I was forced by circumstance to take possesion of the vehicle as they would no longer provide me with a rental (as they had while claiming to be fixing my vehicle) citing that they felt their duty was done and thus they were not obligated to provide me with a vehicle any longer. Jerry's Ford not only reduced the value of my vehicle, but have also compromised the integrity of the bumper and are refusing to fix the issue. Jerry's Ford has completely taken advantage of me and the situation they placed me in my damaging my vehicle. Beware of these guys, and if you do have service with them and they damage your vehicle in any way, call the police to have a police report taken before you go any further. Protect yourself and your vehicle first, these guys will take advantage of you if they can. Good luck! More