Ford of Franklin - Service Center

Key for Two We will soon have a new driver in the house and have purchased a sturdy and "wise" Ford Explorer to get him started. Knowing that teenagers rarely kee We will soon have a new driver in the house and have purchased a sturdy and "wise" Ford Explorer to get him started. Knowing that teenagers rarely keep up with much, we thought it would be best to have an extra key and key fob made to keep on hand. From the moment I stepped into her office in the Service area, I knew Andrea had it handled. Professional and personable at the same time, we found that we had a lot of our present and pasts in common. She under-promised and over-delivered and had me at hello! Thanks, Andrea! More

Beware that high rating you see is false These guys are the worst! I have dealt with them a few times now and I will admit that after the last screw up they were very cordial with me and even These guys are the worst! I have dealt with them a few times now and I will admit that after the last screw up they were very cordial with me and even sent me gifts to apologize for their inept service department but all that niceness did not last. I took my vehicle in for a problem that they could not duplicate the last time. They had the vehicle for an entire week before they thought it might be a good idea to have someone drive it home and then back to work again to see if they could duplicate the problem BECAUSE THEY KNEW IT ONLY HAPPENS IN THE MORNING!!! This last service event with these people was a total waste of my time. Every time I called the dude handling the claim just said "well I have to talk to the mechanic". I never got a straight response from them. When I picked up my vehicle, after they had it a week and never duplicated the issue, they gave me a long explanation of how the transmission shifts that is so hard to understand i absolutely have no clue whatsoever what it says. Furthermore the reason they have 5 stars on their reviews is because if you make negative reviews about them THEY BLOCK YOU! That's right....they block you. I can't give this review on Facebook for instance because they blocked me from the last time they screwed me and I made a negative review. Greg Brown who is the owner is nice enough to you but even his xx hasn't sat well with me because his people keep on doing the same stupid stuff over and over again, or at least they did so with me. I will take my vehicle elsewhere for now but I assure you I will be letting Tennessee know that these guys are not as trustworthy and competent as they make themselves out to be. I have also decided that when it comes time to trade my Ford in for a new one it will be for some other vehicle other than a FORD.....they have infuriated me that much with all of the inconvenience and frustration they have caused me. So beware of that 5 star rating you see. I guarantee you they are hustlers in a bad way. My truck still has a transmission issue that was NEVER there until they worked on it and to this day it is still there. So wow I received a response lol. "Sorry you did not receive the service you expected". Ok so now I feel all good about these guys.....NOT. Well FYI for you Franklin Ford I am not sure how I did this but I found a way to complain about your incompetent service team to FORD. I actually got a positive and responsible response from them not like the crap and irresponsible response you shoveled towards me. It seems that TWITTER is a good place for individuals to go to if they have a problem with their dealer. Keep watching Franklin Ford.....bottom line here is you screw with me....I screw you harder. You have wasted my time and insulted my intelligence. More

Out of state travelers I wanted to give a huge thumbs up for the service people at Franklin Ford-Lincoln. We were on vacation visiting Tennessee for the first time and our a I wanted to give a huge thumbs up for the service people at Franklin Ford-Lincoln. We were on vacation visiting Tennessee for the first time and our air conditioning stopped working. On very short notice, they took us in and fixed the problem in less than 2 hours and we were on our way! The cost was very reasonable too; not what we expected! Their help was felt immediately as just a couple of hours later we were stuck on Interstate 40 for an hour or more just sitting in the hot 90 degree sun! Thank God they took care of us. Kudos to Bobby Tillis and the service staff. Lorne & Kellie Watson Rochester, New York More

Bad apple We came to n for recall repair on our Fusion. Dropped car off and heard nothing for days. I finally tracked down our service person Matt and found out We came to n for recall repair on our Fusion. Dropped car off and heard nothing for days. I finally tracked down our service person Matt and found out why there was a delay. . He seemed not to care that our family was struggling with one car. We visit this dealer often and still will but we won't be seeing Matt again. More

Best Service Experience I've had Yet My car broke down on a Friday afternoon and I called Ford of Franklin to let them know that I was having my car towed to them that night. They immedi My car broke down on a Friday afternoon and I called Ford of Franklin to let them know that I was having my car towed to them that night. They immediately supplied me with an awesome brand new loaner SUV to drive while my car was being repaired so I was never inconvenienced. The service department called first thing Saturday morning to find out as many details as I had to offer and gave me multiple forms of communication, including a direct line and texting straight to the service manager in charge of my repair. They kept me informed the entire time and called before closing Saturday to let me know where they were in the process. Ford of Franklin’s service department found a way to completely repair the issue without purchasing new parts – That is a HUGE win that helps save you money. Nice to know there are service departments out there that are looking out for you. They even had my car washed when I came to pick it up mid-week. Every single person that I dealt with was friendly, offering to help with anything, and answered all my questions. Wouldn’t go anywhere else after that experience! More

Great Customer Service in the Collision Center I gave a 5 star rating because I always receive outstanding customer service in the Collision Center. Anytime I have an issue with my truck from repai I gave a 5 star rating because I always receive outstanding customer service in the Collision Center. Anytime I have an issue with my truck from repair, to questions about ordering the correct part in advance, or the install of the ordered part I receive top notch service. Dwayne Reeves always goes above and beyond to assist my needs. His patience, diligence, and great customer keeps me as a repeat customer at this dealership! Thanks Dwayne!!! More

Warranty worth it Buddy Victory helped us resolve a warranty repair when another dealership claimed it was not covered. Nice to know some people still stand behind wha Buddy Victory helped us resolve a warranty repair when another dealership claimed it was not covered. Nice to know some people still stand behind what they sell. More

Ford Lincoln of Franklin wowed me My car broke down and it had to be towed to the nearest Ford dealer, which happened to be Ford Lincoln of Franklin. Because the rental car place (on My car broke down and it had to be towed to the nearest Ford dealer, which happened to be Ford Lincoln of Franklin. Because the rental car place (on site) was not open when I arrived, the owner, Greg Brown offered to give me a ride home. I do not live that close either. The service department called me first thing Monday morning and said they'd have my car ready the next day because they had to order a part. It was ready, when they promised but there was a problem with the replacement latch which was the recall part. They promptly offered me a loaner car (brand new Ford Flex) until my car was fixed. My car was thoroughly washed and looking like new when I picked it up. Every person I dealt with was very friendly, helpful and service oriented. Even though there were a couple things that weren't perfect, they handled it so professionally that I was wowed. I will always do business with them. More