New Brighton Ford - Service Center

My 2013 Ford Escape SEL purchase 2/18/8014 I purchased my SUV and brought it home on February 28, 2014. I was told that it had been sitting "in the back lot" for a while. After about 3 weeks I purchased my SUV and brought it home on February 28, 2014. I was told that it had been sitting "in the back lot" for a while. After about 3 weeks of driving it, the brakes started to grind etc. I brought it back - it seems that there was rust on the brake thing and it would cost me to have it fixed. Well, I mentioned that I had purchased it not too long ago and that it has not sat a day since it was purchased and that the rust was from when it sat "in the back lot". Our salesman was able to take care of that for me. Then there started to be a clunking coming from the left front wheel area (spring perhaps, strut perhaps). It has been in 4 times in the past year and it still isn't fixed. I will be bringing it in for the 5th time in the near future. As soon as it got cold and there was frost on the windows, I noticed that the several of the defroster lines in the back window did not work. The SUV was brought in for that - in fact it has been in 3 times for it to be fixed. Now, it's to the point where instead of no lines, there are globs on the lines where the window defrosts and the rest on the line does not. I was asked by the service manager why the lines were scraped off - how would I know? I know I didn't climb in the back and scrape them off. For one thing, I'm an adult and see no reason why I would ruin an expensive purchase and the other is that I'm not that flexible enough to do it. It will be going back for that again. How many more times do I have to bring in the vehicle to get items complete fixed. What happed with their so many point inspection of a used care? Obviously some items were missed because of the rust on the brake things. As it is now, I am not planning to purchase from them again and I am sharing the information with my friends and family. Each time it the vehicle was brought in, it had to be dropped off the night before because they don't open until 7 - I start work at 6:30 - and a car had to be used that someone else owned. More

work suggested at oil change I went into Brighton ford for an oil change. ,,,after 20 minutes or so I was advised that my 2003 Taurus needed work that would total 1,476.00 dollar I went into Brighton ford for an oil change. ,,,after 20 minutes or so I was advised that my 2003 Taurus needed work that would total 1,476.00 dollars. Wow,, I said okay. .after about 5 hrs or so I was called that I could come and get my car. Over the weekend I heard a thumping sound coming from the right rear break area so I brought the car back to Bribgton. They checked it out and found a "wheel cylinder seized on one side , that shoe is not contacting drum "... $164.00 to fix this problem. So I said okay fix it.. ...Then I asked, I think it was Katelyn Vinzant (service adviser ),,,Why wasn't deduced and corrected at my initial visit. ? She said she'd check into it and call me back.. She called me back and said she spoke with the mechanics who did the work and he / they told her that he spoke to the costumer and that I had declined it ( A Lie ).. I told her the only person I had any contact with was The person at the desk in the oil quick change area and the guy who gave me a ride home. again I told her the shop crew (mechanics were lying . So I asked to speak to her supervisor ,,,Now I was speaking with Justin a service manager I believe. He said he had spoke to the mechanic who preformed the work also and the mechanic told the same lie to him. I told Justin no one contacted or spoke to me about the cylinder problem at my initial visit. He said there was a miscalculation problem ,,I raised my voice because he was try to over talk me I kept telling him and he wouldst listen ,,,(THERE WAS NO COMMUNICATION from any mechanic or any one from brighton about a cylinder problem ,,in person,,by phone OR written. ) THE MECHANIC IS bald face Lying. To you,Katelyn and the Brighton Ford ) Thinking about it, the thumping didn't occur until after I took the car from Brighton the first time.Justin offered to knock off 20 % off the now $200.00 bill. I said how about all the bill ,it wouldn't have happened if it was taken care of the first time. He said no .I said fine,,,and asked if they could send some one to give me a ride back to Brighton Ford, he said okay. I was surprised that when the car came to get me it wasn't one of their two drivers whose job it is to give customers a ride normally. It was the service manager him self (Justin ) I apologized if I had gotten upset on the phone. In the ride back to Brighton Ford we spoke of this mess. I figured he came to get me so I wouldn't bring this situation up again in front of other customers ,especially about Brightons lying and untrustworthy mechanics. I told him these lying mechanics should be talked to if not fired and Josh said believe me they will be... Well the car is okay But how do I know that any of the $1,467.00 worth of work was necessary in the first place after catching them, ( Brighton Ford) in a LIE..... there is no apology that can make up for what happened at my last and I mean last visit. I will never recommend Brighton Ford to any one. Not sure who to send this to so i checked others in the employees worked with and wanted Bill Janssen to be advised also. Bob Terlisner More

Bad, unresponsive, and petty. A terrible combination. I will post the email I sent to the service manager with no reply. Much like another gentleman listed below, I was shocked to receive a call from som I will post the email I sent to the service manager with no reply. Much like another gentleman listed below, I was shocked to receive a call from someone conducting an online survey about my experience, to whom I re-iterated all the below. Neither my email nor the online survey generated any response. The only addition comment is that I followed up on my threat and took my car to Midway Ford instead. Told them to get the part for the recall from New Brighton Ford. The called and New Brighton Ford won't give them the part. That's just foolish. Now they're stuck with the part. Justin: I thought I'd share some thoughts with you so your dealership can hopefully learn and improve from this situation. I called Monday the 23rd to schedule an appointment for a 2010 Mercury Milan. I scheduled for Thursday, asking for the a mirror replacement, completion of recall work on the passenger seat, and an oil change since I was already coming in. The reason I picked your dealership is that you're close and I wanted to get it all done on the same day. When I called I asked if there was an after hours drop off and was told Yes with no other instructions. Issue #1: I went to drop my car off on Christmas day so it would be there for early service since my wife was going to work the next day. Turning in at the main entrance by McDonalds there is just a big gate with no signs explaining how to drop off your car. I drove around to all the other entrances and again, no sign and no obvious place to leave my car. So I had to make special arrangements to drop the car off the next morning when the dealership was open. I asked Andy when he was writing up my service request what the deal was and he said, "oh you just leave it by the entrance." I understand why you want to gate in the cars for protection, but if you're going to offer earlybird drop off, either explain what you want people to do on the phone and/or put up a sign. Better yet, have a place where you want them to actually leave the cars. I can't believe I'm the first person to get confused by this. Come up with something better. Issue #2: Like I said, I came to the dealership NOT because you're the cheapest, but because you can do the warranty recall and for the CONVENIENCE. Andy wrote up my service request without mentioning anything about not getting the work done. Then when he calls to say it's ready, it's "we had to order the part so it will be a couple days, you'll have to come back for the recall repair". Well guess what. I gave you a couple days when I scheduled on Monday. (I know it's a holiday, but at least place the order before you leave on Monday.) You also could have warned me when I dropped off the car. As it is, I'll be without a car 2 days, not one and have paid a premium for an oil change with none of the benefit of convenience. I expect better from a dealership. This is your brand of car after all, not some random brand showing up and you have to scramble to find parts. In this day and age I would expect better communication about expectations and more rapid response on a RECALL. Issue #3: I get the call that my car is ready and ask for a ride. Ride shows up and drops me off. (Appreciate the ride.) I go to the cashier and bill isn't there. I have to go track down Andy and have him carrry the bill over. He goes to move the car around. This is relatively minor, but if you're going to call and say it's done, have everything done. The car was not ready and it wasn't even washed. Again, if I come to a dealership, I expect a brief car wash if I'm spending $400 on service. I get this all the time at other places which I'll be going to INSTEAD of New Brighton Ford. I don't think I'm being unreasonable, and these are all things that can be addressed. It's a competitive world, and you just lost several years of service business. I hope this helps motivate positive change for your organization. Enjoy the new year More

I brought my 2002 Ford Explorer in for specifically a I brought my 2002 Ford Explorer in for specifically a diagnostic for a hard start issue. I specifically told the service manager that I did not wan I brought my 2002 Ford Explorer in for specifically a diagnostic for a hard start issue. I specifically told the service manager that I did not want them to do the work without my permission, after the issue was diagnosed, and he told me that they absolutely would never do that. I set up a day to drop off my vehicle and I received a loner car for the day, which was about the only good thing they provided. They called me at work after they diagnosed the problem. I was told that it was the vehicles Mass Air Flow Sensor and a DPFE Sensor and a dirty air filter that was full of "FUZZ"? They told me the repair would be $700.00!!! I told him on the phone I would talk to my significant other and that I might need to wait until after Christmas because of the cost. - I know from my experience that the MY total cost for these parts is about $115.00 and about 15 minutes of work. let me fast forward through the 8-9 phone calls I got from New Brighton Ford at work until I arrived at the dealership where the repair had been done without my approval. I told them to put my old parts back in and bring me my vehicle. He came back out and told me my vehicle still was not starting even after they put the new sensors in (which took all of ten Minutes to reinstall my old ones) . He asked me to keep there rental car one more night while they figured it out-I told them I would just take my vehicle home. The guy who did the work came out with the "service manager?" and mean mugged me as I told them I wanted my old air filter reinstalled( as I know it was good because I just replaced it) I was so ticked, I said "forget it" I payed them there $120.00+ diagnostic charge and left. Now get this- The next day a lady named Crystal? calls me and ask me how my service was? I told her I grew up in that neighborhood, all my family and my significant others family lives in that neighborhood and all our friends and family too, I even bought my first car from New Brighton Ford. She told me that she was sorry.----That's it.--I never heard from them again. Now imagine how they will price gouge you when you get a service done by them if they will treat me that way. They messed with the wrong guy this time cause my roots run deep in there area of business! More

Awesome customer service! Super friendly staff in the service department and very helpful! Will recommend to friends! It's winter in Minnesota and my drivers side window was stuck down on my 2011 Fusio service department and very helpful! Will recommend to friends! It's winter in Minnesota and my drivers side window was stuck down on my 2011 Fusion (imagine the frigid ride) and I called the Coon Rapids dealership first because they are close to my house and they told me they couldn't even look at it until Friday (it's Tuesday today) so I decided to call around and called the New Brighton dealership and they told me they could look at it today but couldn't guarantee to fix it today so I got there 10 minutes later and waited in their customer lounge (nice with TV and vending machines) for about an hour and they came and told me what was wrong with my car and the part would need to be ordered. They sent me on my way with a loaner car and my window would be fixed by morning! VERY nice staff, friendly place all around! No complaints! More

gave my correct phone number and was never put in computer(still had my old one)car was in shop for transmission work took 6 days to fix.Never received a phone call to state what was going on with my computer(still had my old one)car was in shop for transmission work took 6 days to fix.Never received a phone call to state what was going on with my car.I went in to the dealership because i didnt know what was going on found out they had the wrong number still never received a phone call till car was done.Had to ask for a loaner never was offered.Even though they knew my car was not going anywhere.I have never had such bad service i thought the customer service was bad. More

Brought our new 2012 Ford 350 in because we opened the tailgate and it popped out on the right side and dented the back of the truck last weekend. We had never seen anything like that before. Came into Ne tailgate and it popped out on the right side and dented the back of the truck last weekend. We had never seen anything like that before. Came into New Brighton to show them expecting them to fix it for us but they said they could do nothing for us that Ford would not fix it. We have only had this truck for 6 mos. and only use it on wknds to go up North. Imagine my shock when my husband told me. Bill Janssen has been corresponding with me and we are trying to resolve the issue if this is what Ford calls covered under warranty. According to Bill Janssen they are at the mercy of Ford they have done nothing wrong. New Brighton Ford at least does listen to you when you raise the issue that your're not a happy camper. I am pleased about that process.I will see how this plays out and how much it's going to cost us because it always seems to cost us even with a new vehicle. I was always pleased with my dealings with New Brighton Ford dealership very friendly and helpful staff and service. More

I originally purchased my Ford Fusion at Morrie's in Buffalo, Mn. While I was visiting the cities the wrench(transmittion light came on. I took it in and they gave me a car to use for as long as nece Buffalo, Mn. While I was visiting the cities the wrench(transmittion light came on. I took it in and they gave me a car to use for as long as necessary for free. They got right back to me on a Sat. morning and told me that they would have to keep it. I got it back the following Tuesday and then I purchased the 100,000 mile warranty because it was 100 miles from the warranty being up. Every one I dealt with was efficient, friendly and helpful. Which I thought would be a night mare turned out so well with no trouble. More