Capital Ford of Columbus

Capital Ford of Columbus responded

Thank you for taking the time to share your experience. We're sorry to hear about the issues you've encountered with your vehicle and the frustration surrounding your warranty coverage. We understand how disappointing this situation must be, especially after purchasing an extended warranty with the expectation that it would provide peace of mind. While warranty coverage is ultimately determined by the terms and provider of the service contract, we regret that the process did not meet your expectations. We're glad to hear our Service Department made an effort to assist you, but we're sorry the overall experience left you feeling let down. We value your feedback and would appreciate the opportunity to review your concerns further. If you're willing, please reach out to our management team so we can better understand what happened and see if there's anything we can do to help.

Capital Ford of Columbus responded

Thank you for sharing your experience. We’re very sorry for the frustration and inconvenience you’ve described, especially regarding the repeat repair concerns, extended time in the shop, and lack of timely communication. That is not the level of service we aim to provide. We understand how disruptive it is to be without your truck longer than expected and not receive consistent updates. Your concerns about workmanship and communication have been shared directly with our service management team for immediate review and follow-up. We would like the opportunity to assist you and provide a clear status on your vehicle as soon as possible. Please contact us at 614-300-8932 so we can work toward resolving this for you quickly.

vkpeters59 responded

Mr. Armstrong: Thank you for your prompt response and sincere attempts and going well above and beyond thus exceeding all expectations associated with my concerns. Your patience and timely contact with an explanation of every detail is greatly appreciated after the rocky start for this new customer to your dealership. For a public review update: After reading my complaint, Mr. Armstrong investigated, contacted me and went above and beyond to correct my concerns. As with any management of any company, there are times they are not aware of some customers concerns unless they are personally informed. Once I had been made aware of his name and he mine and we met each other, he is engaging and thorough. I cannot praise him high enough and recommend if a customer has service department concerns do not hesitate to contact Mr. Armstrong so he is aware. Additionally he is very aware of problems with the company engaged to accept our calls then tasked to route them to each dealership that is owned by this automotive group and he assured me he is relaying customer complaints to his superiors.

Capital Ford of Columbus responded

We’re very sorry to hear about your recent experience at our Quick Lane. What you described receiving the wrong oil, the check engine light issue, and the damage caused during the air filter check—is completely unacceptable, and we understand how frustrating this must have been. We take full responsibility for these mistakes and are taking steps to ensure proper procedures are followed so this doesn’t happen again. We’d like the chance to discuss this with you directly and work toward making it right. Please reach out to us at 614-300-8932.

gdavis472 responded

The number you gave me is a general dealership number. Who am I supposed to contact? I was originally told someone from Capital Ford would be in contact with me regarding this. When is that supposed to happen? I shouldn't be on me to contact the dealership about his issue anymore. I have voiced my concerns. If you had any kind of customer service somebody from the dealership would have already contacted me. Doesn't your service manager deal with issues like this?

Capital Ford of Columbus responded

Thank you for taking the time to share your experience, and I’m truly sorry for the frustration and lack of clarity you’ve described. I completely understand why this situation would leave you feeling concerned and disappointed, especially with the initial diagnosis changing and the questions you had not being clearly addressed. That’s not the experience we want anyone to have, and I’m sorry for the confusion and lack of consistent communication throughout your visit. Regarding the issues you mentioned after the initial repair, I also understand how frustrating it must be to return shortly after service with additional concerns. While some vehicle issues can develop or become more noticeable over time, I hear your concern about the timing and the conflicting information from the inspection versus what was later recommended. That definitely deserves a clearer explanation than what you received. Your feedback about the diagnosis process, communication, and inspection consistency is very important, and I will make sure this is reviewed with our service management team so we can address it properly. We appreciate you bringing this to our attention, even though we understand your experience has led to disappointment. If you’re open to it, we would welcome the opportunity to have a manager review your repair history in detail and speak with you directly to provide more clarity. Thank you again for your feedback.

Capital Ford of Columbus responded

Thank you for your kind words! We're so glad to hear that David McMann provided you with a great car-buying experience. It's fantastic to know you left feeling confident in your deal. We truly appreciate your recommendation and look forward to serving you again in the future!

Capital Ford of Columbus responded

Jerry, Thank you so much for the fantastic 5-star review! 🌟 We’re thrilled to hear that you had such a quick and positive experience. Providing courteous, efficient service is always our goal, and it’s great to know we delivered — in and out in less than an hour! We’ll be sure to share your kind words with Trever. He truly takes pride in taking care of our customers, and I know he’ll appreciate the recognition. Thank you again for choosing us and for taking the time to share your experience. We look forward to helping you again whenever you need us! Elena from Capital Ford of Columbus.

Capital Ford of Columbus responded

Thank you so much for the wonderful 5-star review! We truly appreciate your kind words about our team. Providing honest, caring service and going the extra mile for our customers is exactly what we strive for every day. We’ll be sure to share your feedback with Shaun — he genuinely cares about making sure every customer feels taken care of, and your recognition means a lot. Thank you again for trusting us. We’re always here whenever you need us! Elena- Capital Ford of Columbus

Capital Ford of Columbus responded

Thank you for bringing this to our attention. We sincerely apologize that your fluids were not properly topped off — especially the washer fluid — and that the light was reset without being filled. That is not the level of service we aim to provide. We understand how frustrating that must have been, and we truly appreciate you letting us know. This will be addressed with our team to ensure it doesn’t happen again. Please let us know when a good time would be for you to stop by, and we will make sure everything is properly topped off. We’re very sorry about this and appreciate the opportunity to make it right. Please call us at 614-300-6657-- Capital Ford of Columbus

Capital Ford of Columbus responded

Hi Dennis, Thank you so much for the 5-star review! We’re thrilled to hear that you had a smooth, no-pressure experience. That’s exactly what we strive for — making the process simple, fair, and comfortable from start to finish. We’ll be sure to share your kind words with John. He works hard to make sure every customer is treated fairly and taken care of, and we’re so glad we could help get you financed when others couldn’t. Thank you again for your trust and your business. We truly appreciate you and look forward to helping you again in the future! Elena. Capital Ford of Columbus.

Capital Ford of Columbus responded

Seth, Thank you so much for the 5-star review! ⭐ We truly appreciate you taking the time to share your experience. We're glad to hear that Cale was upfront, honest, and thorough in addressing all your questions. Providing clear and transparent service is very important to us, and it’s great to know that reflected in your visit. We look forward to assisting you again in the future! Rochelle - Capital Ford of Columbus