Russell & Smith Ford - Service Center

Great place to buy a car. However, the Service group has had my car 4 xs still Not fixed. Poor Communication to go along with the bad service. had my car 4 xs still Not fixed. Poor Communication to go along with the bad service. More

The Air conditioning was fixed in a timely manner. Other items that had never been fixed right after I purchased the car two years ago were not fixed. I was basically accused of lying about the passenger s items that had never been fixed right after I purchased the car two years ago were not fixed. I was basically accused of lying about the passenger side visor having been broken all along. I brought it in several times right after the purchase with a list to be fixed. They never fixed the window crack claiming that the window guy wasn't there. I came back several times when he was supposed to be there, but to no avail. Additionally, one of the visors was fixed but the other one never was. I was told by Luis that "why would they have fixed one and not the other?" That was exactly my point, but they did just that. He seemed to be implying that I was lying about the visor having been broken since the purchase. This is my third car that I have purchased from Russell Smith, Luis has been there four months and obviously doesn't value his clientelle. My Freestar cost me so much money in repairs (transmission to name one of many), that I had to purchase a new car (used). Because the Freestar began to cost me so much in repairs, I got behind in payments. In order to qualify for the purchase of the Explorer, I had to get the Extended Warranty. Neat trick - sell cars of poor value and make the customer pay for the low quality. The first year that I had the Explorer, a tire blew out on the freeway while I was driving with two of my children. We had to buy four new tires right then (almost $900.00). I get the feeling that your dealership is just trying to move cars and doesn't stand by the quality of the used cars that they sell. Needless to say, we will not purchase any more cars from Russell Smith. Now I just have to figure out if my extended warranty is valid at other dealerships. By the way, I am a teacher with four children, so extra cash is difficult to come across. I feel very taken advantage of as both a woman and a customer. Too bad since y'all are so close to my home. More

The experience at Russell & Smith Ford started with a lie and continued to get worse, and worse, and worse…and worse. The car was dropped off on 3/4/13 at about 10 AM at their body shop, which is in a s lie and continued to get worse, and worse, and worse…and worse. The car was dropped off on 3/4/13 at about 10 AM at their body shop, which is in a separate location from their main dealership and their mechanical repair shop. The car was to be ready “in a week to 10 days”. It is now 3/29/13 at 12 Noon and we still do not have the car. The car was taken in for body repairs due to a car wreck and mechanical repairs that were separate from the body/mechanical repairs of the car wreck. We were told both could be done while we had the rental car for the body repairs from the wreck because the insurance would have to approve a supplemental check for more extensive repairs than they estimated. The non-wreck repairs included a windshield replacement, a State inspection, a driver’s side rear window not working, a drivers side mirror that had permanently burned in the shaded mode and the power pedals were stuck at the top with only a second of movement to the floor. On 3/27/13 we went to pick up the vehicle “that was ready”, had been through their "quality control" inspection [WHAT A JOKE] and all repairs were complete, including additional repairs of a brake master cylinder, an idler arm, sway bar links, rear shocks and an alignment all discovered during a steering and suspension inspection we did not request or know they did for a State inspection. The mechanical repair shop noted a windshield whistle from an air leak, on there “test drive” for the suspension and contacted the body shop to see if the windshield had been replaced, which they confirmed. The body shop then drove the car and said, “ A window was down”. When I drove the car on 3/27/13 the whistle was there and they had not replaced the mirror, but were charging us $600+ for repairs not done to the car. This then made us question the other $2,000 plus in repairs that we had not know about but were supposedly done. On 3/29/13, after calling for the owner at 10:45AM, after being told that “he was the only person over both the body shop and their main dealership mechanical repair shop”, and getting a call back from the VP-operations about where the car was and when it would be ready, [promised for 9:30AM 3/29/13, no call by 10:30AM, told by VP done on 3/28/13 4:20PM BUT NO CALL] we went back to get the car only to find someone in the car removing grease stains from the seats that were not there when we dropped it off and made it past their "quality control" inspection [NOW A BIGGER JOKE]. I drive the car and the power pedals are not installed/adjusted correctly, the alignment is pulling right and now the auto door lock button does not work {"quality control" inspection [NOW A EVEN BIGGER JOKE]}. Imagine if you can this getting worse…well it does. The bill was not ready and was in 3 different parts, not including the wreck bill to add another part, the rental car that they were to pay for, for 7 days, was not resolved, enterprise rental car cheated and lied [another review] and we had to take the car to the main dealership to get the power pedals, alignment and door lock looked at, after paying over $2300 for repairs. We spent most of the afternoon [1PM to 4:30 PM] picking up a “completed and inspected car”. Russell & Smith Ford did pay for 7 day rental on the car and gave us a 10% discount, but this hardly makes up for all of time, expense, non-communications, miss communications, false promises and basically telling us many things that were not true or done correctly. An experience you do not want to go through EVER, and one we will not repeat. More

I purchased a F150 2010 pick up truck this past January 31 from a Sale Consultant by the name of Dave Ulrich. This was the first time I have purchased a truck and I was very excited and thrilled. Dave is 31 from a Sale Consultant by the name of Dave Ulrich. This was the first time I have purchased a truck and I was very excited and thrilled. Dave is a wonderful Sales Consultant in every way and made my purchase a pleasant experience. Now on the other had - Seven months later after my second oil change and first tire rotation. I noticed that the drive on my truck was riding very rough and that my two front tires were looking worn. I was concerned and decided to take my truck to NTB Tire Service. The technician looked at my tires along with his manager and noticed that the front end needed to be looked at. He mentioned that it could possibly either be the aliment or the struts. He advised me that since the truck was still on warranty I needed to go back to Russell and Smith and have them take a look at it and see if they could repair the problem, so I did. I went back to Russell and Smith at the Auto Service Department this past Saturday August 27th and I was greeted by a technician by the name of Daniel Dougley. He looked at my tires and was very rude and defensive!! He asked if I had rotated my tires and I told him yes. After we had said a few rudely words with each other I had ask for the manager. I no longer wanted to deal with him any more and felt I was getting now where with him!! He told me that the Manager would be in on Monday and gave me his manager’s business card and not his own. I then took a day off from work and took my truck back to Russell and Smith first thing Monday morning August 29th and asked to speak with Doug Winkler. Mr. Winkler then took a look at my truck and also asked me the same questions and I gave him the same answer as I gave to Daniel. I also expressed to him how very unprofessional and rude his technician Daniel Dougley was with me on Saturday. He really did not seem to be very concerned. Then after Mr. Winkler had one of his employee’s drive my truck around to the back of the Service Dept. this was probably around 9:30am and told me it would take maybe about two hours or so. I waited all day in their lobby until about 5:00pm that evening. No one; not anyone and any time until then came out to give me the status on my truck. He then said they could not find any thing wrong with my truck and all they could do is just rotated my tires again. Now! That took almost eight hours for them to tell me that!!! I’m very upset and displeased with Russell and Smith and will not recommend any one that I know to ever purchase a vehicle with this company!! I have a warrantee on this truck I feel that they did not honor me that!! I plan to take this further until a get this matter resolved! Mario and Sandra Nunez (832)282-1000 cell More

People buy cars because of people not dealerships or brands. Carlos Duca maybe this dealership best asset. I'm a very difficult customer and he patiently anwered all my questions, handled all situations brands. Carlos Duca maybe this dealership best asset. I'm a very difficult customer and he patiently anwered all my questions, handled all situations professionally and made sure he completed the deal. Hope this dealership doesn't do anything stupid and lose him. More