Tom Peck Ford - Service Center

They’re always the best! Courteous, great follow up and will fix my car right the first time! Courteous, great follow up and will fix my car right the first time! More

2021 F-150 Lariat 30k miles- I went in for an oil change and recall. I felt that the service advisor communicated well and in a timely manner as he received updates. and recall. I felt that the service advisor communicated well and in a timely manner as he received updates. More

On 9-16-24, I visited Huntley Ford for an oil change. I was initially told it would take approximately 30 minutes before they can get to my vehicle. However, after waiting for 45 minutes, the Service Man I was initially told it would take approximately 30 minutes before they can get to my vehicle. However, after waiting for 45 minutes, the Service Manager, approached me and requested to speak with me in his office. I was informed that my account had been flagged as “Do Not Service” by Tim McKay, the Fixed Operations Director. When I inquired about the reason for this, I was told that it was due to my dissatisfaction with previous work and my submission of negative feedback. For the record, this is my first review of the dealership. Any prior feedback was provided directly to Ford in response to their requests for feedback, which I will detail below. My understanding is that solicited feedback is meant to help improve both the company and its dealerships. To be clear, this review is not a criticism of Ford as a brand. I have purchased four Explorers over the past decade and will continue to do so. However, I will not be doing business with Huntley Ford moving forward. Let's consider the potential reasons why I might be on their “Do Not Service” list as I have yet to get an explanation: Potential Reason #1: In September 2023, I was exploring the possibility of trading in my 2020 Explorer ST (purchased elsewhere) due to transmission issues and inquired about the new ST models at Huntley Ford. After several online inquiries and phone calls, I scheduled an appointment with a representative named Abe. Upon arriving at the dealership with my son, I was told that Abe, who was actually their GM, was unavailable despite the scheduled appointment I had with him. This marked the beginning of what I can only describe as bait-and-switch tactics. The salesperson left to confirm several questions I had regarding a vehicle in transit. His demeanor quickly shifted, and it became clear he was no longer interested in assisting me. He ended the conversation abruptly and walked away. I do believe I provided feedback on this experience. Potential Reason #2: My 2020 Explorer ST had ongoing transmission issues, which took months to address. After several visits and the involvement of a specialist, the transmission was finally repaired on 9-28-23. However, just hours after picking up the vehicle on 9-29-23, while driving at 70 mph, I experienced a severe transmission failure that caused the vehicle to lose power accompanied by loud rattling and grinding which appeared to come from under the vehicle. Red warning messages appeared, and I had to shift into neutral and back into drive to regain control. This occurred just two hours after receiving the "repaired" vehicle. I immediately, same day, traded the vehicle in at a different dealer for a 23MY. Worth mentioning, Tim McKay was also my point of contact on getting this transmission issue addressed initially. While I did not post an online review about this experience, I did provide feedback through a survey from Ford expressing my concern about the transmission failure and the danger it posed to myself, my family, and other drivers. In February 2024, I received an oil change for my 2023 Explorer at Huntley Ford. The check engine light came on within a mile of leaving the dealership. I immediately returned and the service advisor quickly scanned the SUV to determine a simple plug hadn’t been plugged back into the air filter box. Not a big deal as the team was incredibly apologetic and quick to remedy the issue. Full transparency, I do not recall doing a survey on this particular visit. Previous to the transmission issue, Huntley Ford also assisted with getting a driver seat repaired at a reduced cost as the stitching was failing prematurely. They were great with that transaction. This occurred in the summer of 2023 which Tim McKay was involved with as well. Given everything, I question whether this dealership would still refuse service if the issue involved a warranty or safety concern. I won’t be testing that theory, as I will be taking all More

The Huntley Ford staff was friendly and did a great job keeping me updated on my vehicles progress. keeping me updated on my vehicles progress. More

During my last visit employees I dealt with were quick and professional. Other services my car needed were well explained. and professional. Other services my car needed were well explained. More

Service dept and part dept is always doing a great job. They do great work and great customer service. They do great work and great customer service. More

Horrible customer service. Completion estimates aren’t even remotely close to when work gets done. Can’t speak to service desk (on hold for multiple hours). Incompetent staff Completion estimates aren’t even remotely close to when work gets done. Can’t speak to service desk (on hold for multiple hours). Incompetent staff More

They made everything easy, and the oil change was quick. They also respond when I have a question. They also respond when I have a question. More

The tune up was done in a timely manor. The service desk tech kept me informed of what procedures needed to be performed per the car mileage. A very good experience overall. The service desk tech kept me informed of what procedures needed to be performed per the car mileage. A very good experience overall. More

I only came for an express oil change and the service rep was extremely polite and helpful. The visit took as long as was estimated and things were great. He gave recommendations on maintenance work that may was extremely polite and helpful. The visit took as long as was estimated and things were great. He gave recommendations on maintenance work that may be needed, but was not pushy. Very satisfied and I 'm sure I'll return. More