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Covert Hutto - Service Center

4.0

24 Lifetime Service Reviews

1200 Hwy 79 E , Hutto, Texas 78634

24 Reviews of Covert Hutto - Service Center

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June 01, 2018

"Service Department"

- catslandscape

I own a company with a small fleet of F250 trucks located very close to the Hutto dealership. I keep trying to patronize the service center for 2 reasons, first because I believe a Ford dealership should have the highest trained mechanics in the industry and I should receive the best repair service as a result, but also because my business is so close to their location. After my last visit however I don't believe I will return, opting instead to drive much farther to a dealership I trust. One of our vehicles failed inspection because the parking brake did not engage, it needed a new fuel cap and a brake light bulb. We dropped off the truck and let them know what was wrong with the vehicle and asked for an estimate to repair. The repair came back way higher than expected at $2,500 and we immediately found an alternate estimate for half of what Ford quoted so we declined to accept the estimate. Once the estimate was declined Ford billed us $283 for diagnostic work. When I questioned the bill I was told that there was a diagnostic fee for looking at the parking brake, which I could understand and expected because it was a dealer location, but then was told there was also a diagnostic fee for identifying that we needed a new gas cap (already knew that) and another for identifying that we needed a new bulb (already knew that). When I questioned the excessive charges I was told that these charges were necessary because the technicians had to get paid. Eventually after spending about 20 minutes on the phone and talking to a variety of people who all laughed with me about how ridiculous the charges were I was handed off to one of the service managers who said the charges were necessary but agreed to only charge me $99. I would not have had any issues if this had been the charge from the beginning but do not appreciate being gouged.

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Recommend Dealer
No
Employees Worked With
Unknown
Jul 18, 2018 -

Covert Hutto responded

Thank you for your feedback. We strive for 100% customer satisfaction and we’re sorry to hear that your recent service visit did not meet your expectations. Your feedback will be reviewed by our team and we encourage you to contact us at your earliest convenience to discuss this in greater detail. Sincerely, The Covert Ford Chevrolet Hutto Team

November 24, 2017

"Great service anytime we take our car in for service."

- J&P1957

We are pleased with the service department each and every time we have had to take our car in for service. Carolyn always answers any questions we may have and doesn’t hesitate to ask someone if she’s not sure. We know we can trust her and not get a made up response! Thank you, Carolyn, for the the time you take with us, your customer service is outstanding!!!! Blessings always...

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Recommend Dealer
Yes
Employees Worked With
Carolyn
November 23, 2017

"Service Adviser Carolyn Smith"

- huttex7

Eddy Riley I had called 2 days prior to bringing my F150 in and somehow ended up talking to an adviser in another location. Carolyn took my service and made sure I was put into the schedule. I planned on leaving it for two days but she had it ready in one day. Great service and very personal.

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Recommend Dealer
Yes
Employees Worked With
Carolyn Smith
November 22, 2017

"Quality Customer Servicr"

- DKelley

Earlier this year while on my way to a family vacation, my Ford 150 became disabled. I made it to the dealership and advised Carolyn Smith (service Advisor) that I needed to continue on my trip. While she secured me a loaner, she quickly began the process of having my vehicle diagnosed. She kept in contact with me as updates became available. I never had to call her asking for an update. That impressed me! Since then, I now have my 2015 Ford’ 150 and 2017 Ford Escape preventive maintenance performed by Covert Ford Hutto. Carolyn and the entire Hutto Service team do a outstanding job.

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Recommend Dealer
Yes
Employees Worked With
Carolyn Smith Service Advisor
October 05, 2017

"Not at all satisfied..."

- lambertPrime

I have owned a number of Fords through the years and usually replace my vehicle before it rolls over 100k miles. I got a really great deal from Automax in Killeen, TX on my 2013 F150 4x4 SuperCrew and loved my truck and would defend Ford on just about any front. That was until I walked into the Ford service department of Covert in Hutto, TX. Having just purchased a GMC (for my wife who likes GMCs more than any other brand) from the Covert Family, I thought they would take care of me. But I feel like they just gave me answers I wanted to hear to get me out the door. The issue my truck was having is a known issue (not known to me or anyone in my family) that the Ford F150 has a faulty fuel pump fuse that melts to the housing. If you want to know about the issue you can reference TSB-15-0137 – fuel filter fuse melting to housing. But Ford failed to notify me of this issue and they have not issued any recall. If they had, I could have saved $89 on a tow, $51 on a rental, and $294 on the service (which is robbery). The parts for the fix cost $24 directly from Ford and they keep them in stock. There are at least 2 videos online with my truck showing people how to fix the problem and the parts do come with a comprehensive instruction book that show step by step what to do… and many comment forums say they performed the conversion in under an hour and a certified mechanic can do the fix (while training how to do the xxxx fix) in under 20 minutes. That includes cleanup. Now, the reason for my negative review is a mix of the customer service and the cost of labor. I accept that there is a cost for diagnostic… I do not accept that a diagnostic takes 1 hour of labor. I can get a Bluetooth diag tool on Amazon and hook my phone up and have the full system tested in under 10 minutes. I was told that even though a this service takes 20 minutes to complete, Ford HQ mandates that the service department charge the ‘Book Time.’ Yes, the service manage used the term book time. Which seems like poppycock to me. Why would Ford implement a policy that would make customers angry? In my case the book time was 1.5 hours or more. But on the TSB issued directly by Ford the service time is .6 hours. Actually watching a certified mechanic do in under 20 minutes (when he is doing it for the first time ever) makes it feel like I am being lied to and cheated. To add to the mess one of the service people in the office with me tried to explain that before the TSB was issued by ford that the issue with my truck would take a lot longer to find and fix. So, the reason for the long labor time in the ‘book’ is to compensate for the time before the issue of the TSB. Essentially, I was told I am being charged extra labor because they need to make up for time lost on find an issue that was previously unknown. Even though they spend maybe 30 minutes to an hour (total) on my truck. I was also told the warranty time and ‘book time’ never match when looking at TSBs so the service department will charge the one with the highest price. This also makes no sense and feels like the customer is being cheated. It just gives me the feeling that this service department is trying to make more money and raise their own commissions. The service manager did reduce my labor by $100 after my complaint, but that still meant I was way overcharged for labor. While reducing my charge they added a $30 shop supplies fee… I have no idea how they use $30 in shop supplies to change a xxxx fuse two spots over. Here is a breakdown of the charges for a simple fuse replacement/reroute: Labor: $237.50 (I was told they charge $120 an hour) Parts: $24.98 (for the fuse, wife, and shrink tubing) Misc Charges: $30 (This is one that I called to clarify… apparently it’s for shop towels. No Joke.) Total: $297.02 Now to the customer service… I was greeted and treated nicely during my whole time at Covert of Hutto. And the whole Covert Automotive group seems to want to resolve my issues… but the service department tech failed to keep me informed and actually left work without passing my information on. I had to call in and find out the status of my truck. Given that my fix takes only 20 minutes and that my truck was diagnosed early enough, I could have saved some money on my rental by having my issue fixed the same day. Because the whole issue can actually be fixed in under an hour. So this Ford Service Department potentially cost me even more money by failing to keep in communication with me. I should not, as a customer, have to call in at the end of the day and find out what is wrong with my truck only to find out that the mechanic knew what was wrong with my truck for a while. They wasted my time and my money!

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Recommend Dealer
No
Employees Worked With
Most of the employees in the Service Department including the Manager. Read review for experience.
February 22, 2017

"Great Service"

- Davidsch

Jason Kelly in the service department takes really good care of us and our vehicles. He is fair and up front. Jason helps with recommendations on maintaining our 01 Cobra and finding parts.

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Recommend Dealer
Yes
Employees Worked With
Jason Kelly
Feb 27, 2017 -

Covert Hutto responded

Thanks for the great feedback! We strive to make every visit to our service department an enjoyable one, and we’re glad to hear that Jason helped to do that for you. Thanks again for your comments, and let us know if you need further service for your Cobra!

February 22, 2017

"Why I'm a 30+ Year Customer"

- J_Grant

I came in to have the tires checked and schedule some recall maintenance, only to have Deryal tell me he could work it into the day's schedule - that was a pleasant surprise.

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Yes
Employees Worked With
Deryal
Feb 27, 2017 -

Covert Hutto responded

We are so happy to hear that Deryal was able to work you in that day! Thank you for the kind words and please come back and see us for any of your future car needs.

October 14, 2015

"A/C work gone bad...:("

- Chevy

Have you heard of taking your car in for some work and then getting it back and something worse goes bad the Next Day.. Well that's what I got with Covert Hutto! I took my car in for some A/C work and while they had it they found other issues with it. Finally after almost 2 weeks of them having it and me doing All the calls to them to see what was going on I got it back. The next day my engine light came on so again I started calling them to see when the could see what happened. After 2 days of calling and leaving messages Again, I talked to John, put my car back into the shop. The next morning they called and said that another part went out and they had nothing to do with it... It will be $1,000+ to fix it. We went and talked to them and they Deny, Deny that they had anything to do with it.... I am so frustrated! I have heard of this happening to people and now I'm proof? Good luck if you use them. We won't be back:/ A very dissatisfied customer!!!

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Recommend Dealer
No
Employees Worked With
John Lewis and. Don't know the names of the guys who worked on it
Dec 30, 2015 -

Covert Hutto responded

Thank you for taking the time to leave your review of Covert Country Chevrolet of Hutto. We appreciate your feedback about our service department. Please give us a call at your earliest convenience so we can discuss this situation.

August 05, 2015

"Great experience."

- DN

I have purchased new Chevrolet Silverado and Covert Chevrolet Hutto and every experience I've had with the service department has been great. No problems at all.

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Yes
Aug 25, 2015 -

Covert Hutto responded

Thank you so much for your kind words about Covert Chevrolet of Hutto! We're pleased that your experience with both our sales and service departments were excellent.

May 19, 2015

"Engine Grime left all over the drivers side after maint."

- Not Happy with getting my truck dirty

I have had my car serviced at Covert Hutto since I bought my F150 crew cab Lariat in 2004. My last two visits cost $2300 for bearing work on the rear axle and spark plug change with injector cleaning. The interior was not cleaned both times where the mechanic touched the shifter, center console, leather steering wheel, interior door handle, seat, and floor mats. Actually when I thought about it, they have never cleaned up after maintenance work. I did go back inside after finding my truck, black from where the mechanic touched the full radius of the drivers seat. I complained to the cashier, since the service advisor was not inside. I also own a Mercedes 2009 GL320. The maintenance really does not seem to more expensive than Covert, but the car is never left dirty inside. This is not part of the culture at Covert Hutto, but it should be. My truck should be returned to me in at least the level of cleanliness as I gave to them.

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Recommend Dealer
No
Employees Worked With
Duane Lebens
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