Serra Ford Farmington Hills - Service Center

As we all know, finding a dealership that treats you like the customer you are is almost like finding a needle in a haystack. I have visited several dealers for service and honestly am surprised at the lack the customer you are is almost like finding a needle in a haystack. I have visited several dealers for service and honestly am surprised at the lack of satisfaction provided. My experience at Tom Holzer was not a plesant one, I set an appointment 1 week in advance, listed all the problems to the appointment gal. I requested a shuttle, and informed the gal that my wife would need alternate transportation if it wasnt complete. 8am my car is in service, my wife requests a shuttle only to be told "yeah, thats something that may be difficult, have a seat in the lobby he says". 5 min later, my assistant is informed it will be 30 min for a shuttle. Why I wasnt informed of this problem at the time I set the appointment, so my wife could be where she needed at 8:30. Unsure!!! Thankfully another person took time out of their busy schedule to get my wife to work. Will you contact us with updates my wife asked, Yes he says, After the vehicle being there all day its 5pm now, I had not recieved 1 phone call for an update. Where is my car, will my wife have transportation, what else needs to be done, I dont know!!! I called the gentleman at 5:05, oh Hi, I was just about to call you, he says. Well, were going to need the car back tomorrow, we couldnt finish up. Why did I set an appointment 1 wk in advance to have to bring it back. Frustrating that I couldnt have been offered alternate transportation and just leave it, yet another inconvienence. Take the vehicle back the next day, not even bothering to rerquest a shuttle, we set that up the night before so we wouldnt run into a debocial the next morning. 8am my vehicle is there again, after calling the night before and saying I have not heard anything, I would have hoped the consultant would be kind to provide an update midday. No Call!!!! Seriously, no call again. I run a Professional Services business, if I didnt update my clients periodically I would be out of business. What makes a Ford dealer any different. Were now at the end of the day, 5pm. I call them AGAIN for status on my vehicle. Well it's ready, but... We need parts and we couldnt find a problem with 2 of the other concerns I had..........So I explained how it happens, now being at the end of the day and my car is done, what good that did, other then wasting my breath im not sure. A phone call from the consultant midday may have allowed the tech to take a second look. I asked for the shuttle to get my wife, who is no more then 1 mile away, ohh sir thats going to be 40-50 min. This was frustrating since it was the end of the day I wasnt certain if she would be able to catch a ride, again why the importance of a phone call update has been stressed. I get my car back, FILTHY, dent in the tailgate, a BOLT in the drivers front tire and I forgot to add an oil change. Was any of the above items quoted to me for repair or completion. NO! They sent my wife out of the dealer to pick up our toddler with a BOLT in the front tire, are you serious... My Family's life at stake and I wasnt notified. I have wheel and tire protection, the dealer could have replaced the tire made there money and my family would be safe. They could have sold me an oil change and tire rotation, thus making more money. What this shows is a lack of care and HORRIBLE customer service... My wife comes home to tell me the results. Here is the work order hun, ohh by the way, a lady walking around in street clothes went to get your car, "I was a bit nervous" she said, letting her continue, the lady came back and said its dirty, but I can do it, does it have big wheels (with zero confidence). My wife said yes it does, were now down to the wire at 5:30 and our child has to be retrieved from daycare before they close at 6pm, so my wife declined the car wash. Ok Im thiking I called at 5, it was done, my wife was there at 5:30 to pick it up, Was there no time for a car wash, only if you were detailing it... So then the kicker, she says honey the guy said theres a nail in the front tire and they accidentally cleared the oil change reminder.. Pissed beyond no belief I walk outside only to find its not a nail, its a 1/4" bolt....A BOLT and you let her leave, why wasnt I informed when speaking to him at 5, I would not have let the vehicle leave the dealer without a new tire. I am so furious with the dealer that now I have to yet again find another dealer to work on my car. Understand that I dont drive a 84 fiesta, its a brand new, very expensive vehicle, that is obivously taken care of. All I wanted was to be updated and informed of the vehicle's needs. Lastly I always, no matter how poor the dealer recieve a vehicle progress report. I didnt get one, how long untill brakes are needed, where are the status of my tires, how much would it cost to fix the windshield. Again, showing me they dont value my business. Service customers beware of Tom Holzer. More

I purchased a used car back in November 2011 and started noticing immediately that it was making a weird noise like the air suspension was leaking. I brought my car in for service and after looking over my noticing immediately that it was making a weird noise like the air suspension was leaking. I brought my car in for service and after looking over my car the dealership told me that they could not find anything wrong. It continued to make this noise as I drove the car (which I knew was not right)but was trusting a dealership and their technicians since I do not know much about cars. Well, apparently I knew more than they did. My entire air suspension went and there was damage to my car. I repeatedly contacted Tom Holzer and explained my situation to see if they would be able to work with me on the repairs. I was transferred to different people every time I called and leaving messages. I was given the direct line to the service manager and between my husband and I left probably over 8 voice mails in a matter of 2 days and never received a phone call back. I ended up taking my car to Suburban Ford of Waterford instead (which was a wonderful experience). I ended up calling the General Manager to explain how I never received a phone call back from one of his managers. I explained the situation about the lack of customer service and my experience with my car and he argued with me saying that "his manager always returns calls". Well, this was not the case in my situation but apparently that did not matter. I determined that the lack of Custer service from the staff there is due to poor management. When you have a General Manager who values customer service you employees will not either. I will never return to this dealership and will be sure to let other know about my experience. More

For whatever reason the people that works in this place is always cranky. They don't smile at all, any question you ask is answered with a mean attitude. The jobs performed there are ok, but definitely is always cranky. They don't smile at all, any question you ask is answered with a mean attitude. The jobs performed there are ok, but definitely I am looking for another place to go, When I go to my BMW dealer they threat the people with decency, this people here think they are entitled to do with the customer whatever they want because they are a dealer. Sorry Tom Holzer Ford, there's other places! More

They just don't care about my problem, and don't listen to me. I've had one of the worst dealer service experiences I've ever had. This dealer service department in my opinion is stuck in 60's when dealer to me. I've had one of the worst dealer service experiences I've ever had. This dealer service department in my opinion is stuck in 60's when dealer had so much busines they could just ignore their clients. I have a driveablity problem with my car. They refused to listen to what I was saying, got the car back with the same problem, but $500.00 poorer. They replaced a part but it didn't fix the problem. They haven't called me back. I complained and they have ignored me so far 6-25-09. In my opinion this is terrible service, they're stuck in the 60's. More

This is one of the worst Ford dealerships in the Oakland county area. I went and bought 6 cars - yes 6 cars thru them in a period of 5 years. Only returned to them because the salesman was awesome. The p county area. I went and bought 6 cars - yes 6 cars thru them in a period of 5 years. Only returned to them because the salesman was awesome. The problem is even with a great salesman, their service was horrible. I never knew the status of my vehicle. I was left stranded without at vehicle at 5pm many a service appointments. Their used care sales manager is a crook - to put it nicely. We took our last truck to them, even said that a chevy dealer would give us a better price for the trade in, and he still wouldnt budge. I later bought my car from another Dealership because my salesman moved up at tom holzer. I am a ford family, but this dealer is horrid.. More