Briarwood Ford Inc

Seamless and smooth New Car Purchase My thanks for Larry Gakle and the Briarwood team for helping me with my recent purchase of a new Ford. I enjoy test driving and shopping for new cars My thanks for Larry Gakle and the Briarwood team for helping me with my recent purchase of a new Ford. I enjoy test driving and shopping for new cars but I am often put off by the salesperson trying to force a decision or close a deal on their terms rather than mine. Larry Gakle was a gentleman and knowledgeable professional who understood my needs, requirements and timetable. Larry helped me find the best deal and the car that best suited me. I was impressed with the entire team at Briarwood as I worked with Dawn, Finance and Steve, internet sales who supported Larry. I will report on their service department when I first check it out and have the need for service with my new Ford. More

Briarwood Ford Service Department I have made multiple attempts to work with the Service Department at this dealership, and have never had a positive experience. I have been treated w I have made multiple attempts to work with the Service Department at this dealership, and have never had a positive experience. I have been treated with an unprofessional attitude, shoddy, incomplete workmanship, and a complete lack of professionalism in my dealings with them. On a simple warranty repair of my 12 volt outlet cover in my 2013 Fusion, they installed a cover from a 2014 that did not fit, and when brought to their attention, they suggested that I remove my rubber dash insert so the incorrect size cover would close. After some warranty headliner work, my wife noticed that the technician left large mud stains from his boots in the back of her Flex. The Service Advisor accused her of making the story up, and upset her to the point of tears. As a result of the horrendous service that we experienced with the dealer, we've traded in both vehicles for Jeeps and will never purchase a Ford product again More

Briarwood Ford Broke my car and blamed me! Jeff Steinbach the service manager refused to even look at my car after I got it back from then for warranty work with it making unusual noises and th Jeff Steinbach the service manager refused to even look at my car after I got it back from then for warranty work with it making unusual noises and the transmission slipping. He accused me of breaking the transmission myself while "racing and beating on the car daily". I took my car to another dealership, Buttman Ford and it turns out Briarwood didnt refill the transmission fluid. Buttman attempted to get Briarwood to pay for this service but they refused. So to recap, took my car to Briarwood with no issues, they gave it back to me with issues and blamed them on me, took my car to another dealership who verified the problem was caused by Briarwood Ford and they still refused to cover their mistake. Never take your car here, horrible customer service and the mechanics arent even competent enough to put transmission fluid in your car. They refused to even look at my car had they looked my car over they would have seen the transmission fluid was empty. More

Terrible communication and customer service I have been going to Briarwood Ford for the last few years for oil changes and regular maintenance, but I will not be returning after the service they I have been going to Briarwood Ford for the last few years for oil changes and regular maintenance, but I will not be returning after the service they most recently provided. I had a terrible experience and will be recommending to everyone I know against ever going to Briarwood Ford again. I took my 2007 Ford Edge to the Collision Center after I was rear ended for body work. Briarwood Ford took it upon themselves to "fix" my ABS which had nothing to do with the collision. My ABS light has been on my dash for over 3 years and Briarwood Ford has this documented as it has been suggested to fix during routine maintenance (which I declined on several occasions). When I got my car back the ABS light was off, however, the traction control light kept coming on and my car did not drive right. The brakes would kick back while driving and, when accelerating, my car would hesitate due to the traction control. My car never did this prior to taking it in to get body work. I notified Briarwood Ford of this, and I told them I would need a car provided to me to drive while my car was being fixed as this problem originated from their work. A car was arranged, and I dropped my car off a few days later. When I picked up the rental car, I was asked by the cashier Christina who would be paying for it, and I said I assumed it was Ford because the reason why my car needed to be worked on was because of them. She said okay, I signed the paperwork which I have printed out stating $30.00/day with $0 balance and took the car. That afternoon I was contacted by Andrea in the service department and notified my ABS module needs replaced and it will be $1,200 billed to me. My husband immediately contacted her to notify her that we will not be paying the $1,200 because my car drove just fine for the last 3+ years with the light on, and we only had issues with the car after Ford "fixed" the ABS (which again, was not part of the accident which is the entire reason my car was in their possession). Ford admitted my ABS light was documented as being on in 2015 and had no part of the collision which is why I needed to pay for it. This is confirming it should have never been touched in the first place. After lengthy conversations with both the service department and our insurance company. Briarwood Ford confirmed our insurance company would pay for the ABS module, however, it would take 2 days to come in. I contacted the service department to confirm I can keep the rental car, and I was told they do not pay for the rental car. This was never told to me before or when I picked up the rental car. I was told at this time the payment would be $47/day which again, I was never notified of. After much conversation, my husband contacted the insurance company who confirmed they would pay for the rental car and that Ford was to bill directly to my insurance company. I was contacted on Saturday that may car was complete. When I arrived I was given no paperwork for the services completed on my car because "it wasn't completed", however, the service was completed. I was told the rental car was $44/day, and that I need to pay out of pocket. I showed the cashier my paperwork which was given to me when I picked up the rental car which stated $30/day. She said the automated system "isn't right" and she didn't "know why it prints out like that". She then stated there was no way to bill directly to the insurance and there was no manager or supervisor for me to talk to on a Saturday. I called my insurance company, however, they were closed. I then was forced to pay the total amount of the rental car $44/day. This sums up my experience and the reason why I will never be taking my car to Briarwood Ford again. This is a shame as this is our "home" Ford dealership, and my husband and I are in the market for new cars in the next 6 months. We will definitely NOT be using Briarwood Ford to buy new vehicles or for maintenance in the future due to the lack of communication and poor customer service. More

Avoid Briarwood Initially excellent, but once sale was made and issues that were well documented from day of purchase were ignored through numerous phone calls and em Initially excellent, but once sale was made and issues that were well documented from day of purchase were ignored through numerous phone calls and emails (to sales and management). I would highly suggest going elsewhere (no service/rude once they've got your money). My requests were thoughtful and reasonable (merely asking for defect to be fixed upon purchase). I would have appreciated a response, even if it was we can't help you but they didn't even have the service to do that. More

Shady Service Dept. One of the service managers, Ken is really shady. My 2011 Escape had a exhaust leak and left the car at the dealership yesterday. The guy told me the One of the service managers, Ken is really shady. My 2011 Escape had a exhaust leak and left the car at the dealership yesterday. The guy told me the car would be repaired and ready by today, but he did not even check or give an update to me until I called him this afternoon (3pm'ish) and said the repair cannot be done until tomorrow. I demanded to have my car fixed today (the guy said the fix for the exhaust leak has not even started at first) and after a couple of phone calls, when I decided to pick up my car without the repair, he said they actually started the repair by putting a pipe in, but still cannot be finished today because a welding guy is not available. As a result, I could not even pick my car up today. It is like they are holding my car as a hostage for a few hundred dollars. What the xxxx is this? So basically, this Ken guy 1) LIES; 2) is incompetent in customer service; 3) has the I-have-your-car-what-you-gonna-do attitude once you leave your car; 4) does shady things to get $$$ from you. Please avoid him as much as possible. At this point, it is hard for me to trust any personnel at the dealership and I am worried about my car, but will see tomorrow. More

Kept Me Waiting Over Two Hours To Program Key FOB Ordered key fob, setup appointment after dealer received key fob. Turned up on time for appointment. Said I would wait for programming as I expected i Ordered key fob, setup appointment after dealer received key fob. Turned up on time for appointment. Said I would wait for programming as I expected it to take no more than half and hour, service rep did not contradict that statement. Took two and a half to program the key fob, at the point of leaving when I saw my car pull up. I would have left the car if I had known. I told the service rep it was unacceptable to keep me waiting that long for a job that should only take 10 minutes. Only reply rep made was some lame excuse about not being co-ordinated. I went on to say if I received a customer satisfaction survey I would blast them for poor service. I don't believe in writing anonymously anything I wouldn't say to someone's face. I don't know if it was related to my statement but I never did receive a followup invitation to give feedback. Key fob programmed OK and works so I guess that is something. However cost over $200 for the keyfob including $80 for programming. Seems excessive, got a chevy key fob $80 with no charge for programming same week (lost both keys at the same time). More

Ted Miller : Best Salesman hands down! Not my first car purchase or lease from Ted, as usual he made sure that I got the best deal, all available rebates, and when I changed vehicle choice Not my first car purchase or lease from Ted, as usual he made sure that I got the best deal, all available rebates, and when I changed vehicle choice at the last minute ... He rolled with it! I had my new choice approved, paperwork done, vehicle prepped and delivered within 4 hours! (Including a 40 minute test drive!) I love the new Explorer! Thanks Ted! More

Ted Miller is saving Ford's rep Our buying experience was pretty much as expected. I am a purchasing person so I'm used to the hard sell and Ted was a soft-hard seller. However, when Our buying experience was pretty much as expected. I am a purchasing person so I'm used to the hard sell and Ted was a soft-hard seller. However, when I noticed that my car was missing a seat handle, Ted had one swiped off another car so I could take my Flex home. Prior to last week, I would have rated this a 3. However, Ted's service after the sale is saving Ford. Our Flex, 6 months old, has a throttle problem so prevalent that the part is on THREE WEEK backorder without a recall being issued. The car cannot be driven, and the dealership close to our home (Tom Holzer) gave my wife the runaround on a loaner for this clear warranty problem. We called Ted at Briarwood and he worked with Holzer to cut through the red tape to get us a loaner. If I ever buy a Ford again, I'll drive to Saline to buy it from Ted assuming he maintains this high level of responsibility. More

Ted Miller is Great! The service we received from Ted Miller was far beyond what we expected. He was patient, helpful, friendly, and in a couple of instances fixed our is The service we received from Ted Miller was far beyond what we expected. He was patient, helpful, friendly, and in a couple of instances fixed our issue before we could make the request. We found Ted to be very knowledgeable about cars. He made the car buying process easy. This is the third car we've purchased from Briarwood Ford and thanks to Ted we will probably be back again. More