Phil Fitts Ford & Lincoln - Service Center

i called today to report a broken caliper on my 2008 f250, i told the service dept that it was the caliper, not a line as i could see fluid shooting out from the caliper. he asked how soon i could bring f250, i told the service dept that it was the caliper, not a line as i could see fluid shooting out from the caliper. he asked how soon i could bring it in, i told him i could be right there due to needing my truck to go to work tomorrow, and asked how long repairs would take. i was told it could be fixed today, so off to new castle i go with almost no brakes. after an hour he tells me that yes it was a bad caliper and my warranty will cover it, but the broken caliper had destroyed the rotor and pads and i needed to pay $300 to replace a rotor pads and brake fluid? i told them to just fix the bad caliper, and was told...well you will have to come back tomorrow cause we dont have the parts here. so home i went with no brakes. More

I took my car to the body shop to get repaired on a Monday morning at 9AM. I saw on the invoice (when I got the car back) that they did not even start on the car until 2 PM that day. I was told that i Monday morning at 9AM. I saw on the invoice (when I got the car back) that they did not even start on the car until 2 PM that day. I was told that it would be done by Thursday the same week by Melanie Keller. On Tuesday, she called and said that it had more damage and that they needed to order more parts. She also wanted me to call the Insurance company so that the body shop could get payment right away for the additional damage so that they could order the parts. I was then told that the parts would come in either Thursday or Friday and that the car should be done by Tuesday the following week. Melanie called me on Monday and said the car would not be done until Wednesday and that I could pick up the loaner car on Tuesday afternoon once it comes back. She never called me on Tuesday or Wednesday. I called at 3:30 on Wednesday twice and she never answered . I left a message after the second time I called. I waited until 4:30 because I knew the shop closed at 5:00 to call again. I asked to speak to the head or the assistant manager of the dealership in regards to the body shop service. I was transferred to a Michael H. who was not either. He told me that he would get to the bottom of this and call me back. He never did. Melanie finally called me back on that Wednesday,right before closing. She was very rude and she blatantly lied to me. She stated that 'the car would not be done until Thursday and that she already contacted my insurance company and they are okay with that.' I then asked to speak to some one above her because this was not acceptable. She then said that she was the the head manager of this department and this is how it is. I had to call back because she would not allow me to speak to anyone else about this. I was never told in any shape or form that the car would not be done by the following Thursday when I originally dropped it off. I then called to speak to the head manager or assistant manager. Again, I got Michael H. on the phone. His excuse was that they have too many cars to start processing the repairs with the insurance companies in regards to deer accidents and that is why there is the delay. Thursday comes and again no one calls me. I called and was told that the car would be done by closing. Supposedly, they had just painted it that morning. The repair was only the bumper and a small part of the trunk where I was hit from behind by another vehicle. When I went to pick up the car, the bumper looked much lighter than the rest of the car. Melanie then said that is the way they are supposed to look. The outside rear view mirror had paint on it. The trunk hood had spots on the side that where it was not painted. This was very poor service all around. This car was supposed to be in the dealership for only three days for a small repair. It took 2 weeks to repair this car, not to mention the lies and unacceptable excuses I was told. Also, it was a shame that no one could call back. It is also a shame that I could not speak to anyone in authority regarding this poor service and treatment. In my opinion, apparently this dealership does not care about their services or who runs their body shop. More

I absolutely LOVE Phil Fitts Ford and will never go anywhere else for sales OR service! Eric sold me my car two years ago, at an absolutely fantastic price and it was EXACTLY what I wanted! He made the anywhere else for sales OR service! Eric sold me my car two years ago, at an absolutely fantastic price and it was EXACTLY what I wanted! He made the process so easy and painless! I also knew I wasn't getting taken advantage of, he's very honest and will work with you on anything you need! The great thing is the excellent service doesn't stop after you sign your name, they take care of all your service needs to accommodate YOUR lifestyle! Eric made sure I had a vehicle to drive to work while my car was being serviced. I love Phil Fitts and Eric Altman! I will never go anywhere else! I'm a committed customer for life! More