Camelback Ford - Service Center

Service Department Misses the Mark The 2018 MKZ I purchased from Camelback Lincoln may be my favorite car ever. It is perfect for me! However, after experiencing the Camelback Lincoln The 2018 MKZ I purchased from Camelback Lincoln may be my favorite car ever. It is perfect for me! However, after experiencing the Camelback Lincoln service department on Friday, October 12, I will never return. First, the waiting area is quite outdated. This could be overlooked but it is also not being maintained. The coffee counter looked like it had been vandalized, the coffee machine looked like it hadn't been cleaned in a long, long time, especially the clear bin the held the beans, and almost everything was out. Both powdered creamer and sugar were empty and no water bottles. Powdered creamer is awful, but the container being empty, the sugar being empty, and the fridge that probably is intended to hold bottled water being empty, tells me the customer coffee center is not being restocked or maintained properly. This is not acceptable for any dealership, much less Lincoln. My real beef was that I was charged over $100 to deodorize the AC on a brand new Lincoln in for its very first service. When I brought the car in I told the service writer there was a foul moldy odor coming from the AC, he told me it was a $109 service, and I did sign the service agreement, but I honestly did not expect to pay it. After all, this is a brand new Lincoln, barely weeks old, and the AC smells bad, so it should not be a customer responsibility, at least not the first time. My 2017 MKZ purchased from another Phoenix Lincoln dealer had the same issue and that dealer performed the same service without fee, so I was stunned that it was actually charged on this one. If a brand new Lincoln has foul smelling AC in the first few weeks on the road, that should not be the customer paying, and a different Phoenix dealer has no problem fixing it when they sell a new car. I told the cashier I did not want to pay for this service, but he insisted that I had agreed to the charge and Camelback had performed the service, so he refused to make any adjustment. I told him directly that I would pay the $109 but if I did, I would never return. I used those exact words -- I would not ever return if I had to pay that fee. He did not consult a manager, but decided on his own it was better for Camelback Lincoln to charge me and let a 50 year old with 30 more years of car buying ahead to walk out the door over $109 service. I do not believe it was unreasonable to expect not-moldy-smelling AC during the first two months of owning a new Lincoln, nor do I believe it is unreasonable to expect deodorizing to be complimentary when the foul smell starts so soon after taking delivery. There are other Lincoln dealers in the Valley, and they offer much better service after the sale than this one. More

Three Hour Wait after Scheduled Oil Change We made an appointment for noon a few weeks ago while in Phoenix. After making the appointment, we got two text messages confirming the appointment. We made an appointment for noon a few weeks ago while in Phoenix. After making the appointment, we got two text messages confirming the appointment. We arrived about a half hour early for the appointment and was told it would be at least three hours before the oil could be changed! The customer service representative told me that the appointment just puts me in line for an oil change. This is terrible. I get all my Ford service done at my local dealer who bends over backwards to provide excellent service. Avoid this dealership. You should be ashamed, Camel-crack Ford! More

Refused warranty work on vehicle purchased elsewhere Refused to repair a safety issue under warranty unless I agreed to pay ~$300 diagnostic fee, which they may or may not choose to waive in the future. Refused to repair a safety issue under warranty unless I agreed to pay ~$300 diagnostic fee, which they may or may not choose to waive in the future. There was also a major safety recall that they failed to mention or repair. They kept mentioning that I purchased it at another dealer (I recently moved). If someone from Ford is reading this, your dealership knowingly refused to repair a car with known safety issues and did not conduct a safety recall. Do not use Camelback Ford's service department, especially if you bought your vehicle somewhere else. More

Polite and professional Came in for service for a 2008 Escape Hybrid, out of warranty. Scott, my service advisor, was exceptional. The problem was actually diagnosed vs. just Came in for service for a 2008 Escape Hybrid, out of warranty. Scott, my service advisor, was exceptional. The problem was actually diagnosed vs. just throwing parts at it. While not inexpensive (what dealership service is?), it ended up being less than half of the worst case scenario. I was treated well by the entire staff and wouldn’t hesitate to recommend them. More