Huntersville Ford - Service Center

I wouldn’t take either of my vehicles to Huntersville Ford for windshield wiper blades if they were the last place in the world. In August of 2020 I had $4700 worth of Cam Phaser work done on my 201 Ford for windshield wiper blades if they were the last place in the world. In August of 2020 I had $4700 worth of Cam Phaser work done on my 2013 F150 with 76,000 miles. 15 months later the SEL came on, pulled the codes and it was Cam Phasers again, so I made an appointed and brought my truck back on 11/22/2021. I spoke with my service advisor about the work previously done the year before and was told that the part and service had a two year warranty. A week later my service advisor called back, confirming it was Cam Phasers and all work would be covered, but parts were three weeks out. Three weeks later I got a call from the Service Manager asking when I had my last oil change because the motor is full of sludge and it looked like from their perspective the truck never had an oil change. I provided a receipt from an oil change when the truck had 85,000 and the truck now had 90,000. I also reminded them that THEY did an oil change when they did the Cam Phaser work in August. The Service Manager and I went back and forth for the next few weeks about what to do with the truck. I could not get an answer from Huntersville Ford about how they could have been in the motor a year ago, and not saw any of this sludge that now they are saying is catastrophic. Because they had no answer the convo then started to revolve around replacing the motor for $13k, or do an engine cleaning to remove the sludge. We determined that we would do the sludge removal, and I could drive it, sell it, or trade it in (trade in value $25,000 - $28,000). 1/7/2022 received a call from a Technician at Huntersville Ford that while on a drive after doing the sludge removal, the motor lost oil pressure and seized up and now I would need a new motor since this one was unrepairable. The conversation now turned to who was going to cover the cost of the motor. Huntersville Ford took no responsibility for the seized motor. Now they were saying "well we weren't sure the engine cleaning would work". I spoke to another local shop about it and he pulled the 'how to' for this process from Ford and it said that the oil pan needed to be dropped to prevent sludge from sitting in the oil pan. When I asked Huntersville Ford if they dropped the pan they told me they didn't so the oil pump pulled the sludge up and seized the engine. The Service Manager, General Manager, and myself went back and forth for a few weeks about what to do. I believed that they should be the ones on the hook for a new motor since it was their tech that either missed a problem in 2020 and they charged me $4,700. and because they offered a solution (engine cleaning) that destroyed my motor because they did it wrong. The General Manager offered me $9,000 as a trade for my truck, or were willing to split the cost of the new motor. After not having my truck for months, getting nowhere with Ford Corporate or the dealership, and feeling that I was basically being held hostage I reluctantly went the route of splitting the engine cost with Huntersville Ford. When my truck was finally able to be picked up in early April, I had to go find my truck in the back of the dealership even though the Service Manager knew I was coming that morning for it. When I first couldn't find it I asked the person at the counter if she knew where it might be parked and she couldn't be bothered to call anyone to find it, "It's probably out back somewhere". When I got in, It looked like someone spilled coffee or something on my center console/armrest/seat, they couldn't even be bothered to send it through the carwash for me. Then when I got home I realized the panel under the truck that covers the drain pan was left hanging. The entire experience with Huntersville Ford has been a disaster. I will never take my truck or my wife's Explorer to them for anything. More

Customer service was very great. Lara and her team took very good care of my vehicle. I appreciated all of their help and speedy service Lara and her team took very good care of my vehicle. I appreciated all of their help and speedy service More

We had an appointment to get service done on our car and received multiple email confirmations so be driving down there only to find out they tell us that we do not have an appointment gross in.competency T received multiple email confirmations so be driving down there only to find out they tell us that we do not have an appointment gross in.competency This would be a good place to start a car dealership. More

Beware of the Service - getting a simple oil change is 3-5 hour wait. The new truck that I bought there is fine but the promise of free oil changes is a joke because they are "too" busy. This is why I no 3-5 hour wait. The new truck that I bought there is fine but the promise of free oil changes is a joke because they are "too" busy. This is why I now travel up to the Mooresville Ford dealership. More

Do NOT support this place - would give ZERO STARS if I could. Buyer's Advantage? What a joke. Purchased a new F150 from them OCT 2019 which entitled me their insult of a 'Buyer's Advantage' program. O could. Buyer's Advantage? What a joke. Purchased a new F150 from them OCT 2019 which entitled me their insult of a 'Buyer's Advantage' program. Over the past year, I have had or attempted service twice - two years of Quick Lane servicing of the truck was included. The first time I was told they had no shuttle service available nor loaner - both written 'perks' of the Buyer's Advantage program. The second time, just this morning, I attempted a second oil change and was told the wait would be 1-1.5 hours even though I was informed there was only 1 customer ahead of me. After waiting in the lobby for 1 hour, I walked back to the service department and noticed my truck still sitting where I left it. After asking the service advisor, he said it had not moved yet, but was next in line. I gave them another 30 minutes before checking again - truck still had not moved so I asked for my keys. Joke of a program. Who cares if the service is 'free' for two years if you have to wait for 2-3 hours for an oil change!!! As for the original purchase, it was a major disappointment as well. Typical games played where the discounts shown on their website magically were not on the first 'offer' they brought to me. The sales manager Keith also played games with the value of my trade vs sales price of the new truck. They assume the buyer is uneducated and unable to see through their car salesman games. Here's a hint Huntersville Ford management - some/most of your customers in this suburb town of the largest city in NC have a college degree or two and can handle basic math! Sad that I'll have to drive out of town for all future services and purchases, but will be glad to considering this insulting level of customer service. More