Jim Tidwell Ford

dealership covered maintenance cost because of wait I usually don't post reviews but I thought this was worthy of one. I was at Tidwell's service center at 645am this morning waiting on the doors to op I usually don't post reviews but I thought this was worthy of one. I was at Tidwell's service center at 645am this morning waiting on the doors to open at 7, with 2 others before me. I knew I would have to wait and had planned accordingly. At 830am my service advisor, Jacob Sever, told me they were still working on it and it would be a while longer. For a simple oil change and tire rotation?? OK? At 920am, Jacob told me I was ready to go. We started the checkout process and he informed me that they were covering the cost of my maintenance work because I had to wait so long. I know covering the low cost of my "Works package" didn't break the bank. After all, it was only 40 bucks, but the fact they were willing to cover it because of the 2.5 hour wait was commendable! And this was with no provocation from me! I have read some of the negative reviews but this sounds like a dealership that is trying to earn customer's trust and return business. Thanks Tidwell Service Center! More

DONNOT RECOMMEND THIS DEALER I DO NOT RECOMMEND THIS DEALER. I asked Jacob at this dealer to check strange noise from rear break. First quote was $450 to replace two rotors. Af I DO NOT RECOMMEND THIS DEALER. I asked Jacob at this dealer to check strange noise from rear break. First quote was $450 to replace two rotors. After an hour after first quote, he started to say I need to replace two calipers with additional $450. I started to ask several people around me about this and realized he took advantage of my lack of knowledge and English skill. I moved in US a few years ago and didn’t know appropriate price for that in US. Then, I asked Jacob not to repair it and he goes there are no way to put rotors back since one of bolt was broken and caliper seized up. I went to see parts to their shop with my friend who used to work in different Ford dealer for 8 years. There is no broken bolt and caliper was not seized up and technician admitted it. (If I remember correctly, his name was Joe) I had to replace two rotors with $490 since they throw away old rotors already. I was deceived into paying money more than it should be. It’s almost double from appropriate market cost. I also heard from my friend this dealer is doing same way all the time. Again, my friend used to work in Ford dealer for 8 years and knows a lots. I DO NOT RECOMMEND THIS SPECIFIC DEALR. More

I was my own service manager I had to initiate all the calls to find out about updates on the service. Poor service from service managers, I did not receive any phone calls from I had to initiate all the calls to find out about updates on the service. Poor service from service managers, I did not receive any phone calls from them giving me updates; I gave them ample time (days) to call me back. Every call was with someone different, and no one knew what the status of the repairs was. Update your notes in the service call, so the service managers know the status. More

They made it right. My wife and I leased a 2015 Explorer from Jim Tidwell brand new a couple of year ago. The deal was up front, honest and the experience was excellent. My wife and I leased a 2015 Explorer from Jim Tidwell brand new a couple of year ago. The deal was up front, honest and the experience was excellent. I worked with Mike Stimmel and it was probably one of the easiest auto purchases I've ever made. Fast forward to last week. The wife and I decided to get out of our lease and purchase a new 2017 Explorer. I reached out to Mike and was immediately contacted by Eddie Maxwell. Eddie and I exchanged several emails and we finally settled on a deal. I drove 40 minutes (each way) to the dealer on a Saturday night to pick up the car, only to find out that they made a mistake on the taxes and they wouldn't be able to do the deal without increasing my payment. Needless to say I was extremely annoyed and disappointed. Later that evening, after having driven home in my original car I sent an email to Mike about the situation.. He responded the next day (Sunday) letting me know he would get back with me on Monday. On Monday he contacted me to let me know that they would honor the original deal and that I could pick up the car that evening. - Which I did! Eddie was great, very honest and apologetic..! He made a mistake, we're all human, but they fixed it and made it right... So - I've purchased two cars from here and to be honest, as long as I still like Ford.. I'll probably go back for my third... Thanks for making it right! Pete Smith More

Coolant Leak Brought my 2012 F-150 in for a coolant leak lost about 3/4 of a gallon in a month. Dropped it off on a Friday at 7:30 am. Was told water pump was leak Brought my 2012 F-150 in for a coolant leak lost about 3/4 of a gallon in a month. Dropped it off on a Friday at 7:30 am. Was told water pump was leaking, hose was leaking, and a t connector. I was quoted an outrageous out of pocket cost and requested to just have the water pump fixed as it was under warranty. They denied to just replace the warrantied part, low and behold i speak to a manager and the cost comes down to a more reasonable rate. I agree and I am told i would be contacted the following Monday. Monday comes around I am notified that they cannot locate a T-Connector part and I would have to get that on my own and bring it up there. So sure enough after a simple google search I get one ordered and it ships in to me from another Ford dealership. I notified my service advisor I would bring the part up on the coming Saturday to have it installed. I show up Saturday to drop off the part and am informed that there isn't even a technician on site to install the part and that it would be done Monday. The following Monday comes around I have to call about 6-7 times to get an update on my truck, low and behold nothing has been done. Tuesday the part is finally installed and I pick up the truck. I apparently couldn't speak to the manager that gave me the more reasonable price. Even after hand delivering a part that was supposed to be included in the price. My truck was there for 10 days on a fairly simple fix. Worst customer service experience I have ever received. More

Big mistake Took our 2015 explorer sport in for a/c mil due smell , seat jerky, oil change tire rotation and catalytic converter smell in cabin plus vent won't st Took our 2015 explorer sport in for a/c mil due smell , seat jerky, oil change tire rotation and catalytic converter smell in cabin plus vent won't stay shut . Made appointment took on day the service rider said would not get to car till after 12 appointment was for 8am. Not a good start I ask why did we make an appointment if not going to take it on time ? No answer. Left car got call will have to stay a week till part came in . Went to pick up car was assured oil had been changed and tire rotation was done but could not show on paper where it was performed. Was told just bring back next day will be free . Took back two days later sat for over 3 hrs then got home notice they put wrong oil in car when I called was told will call me back in little bit 2hrs latter I called no one to talk with me . Decided to go back got call from management told me the correct oil was put in just charged wrong oil said would replace it if I wanted so I took car back on way got call from service person he told me "great news he looked in to it car takes oil that was on paper 5-20 not 5-30' which is on oil cap ! " I told him funny cap says 5-30 got to store service person ruddy opens door grabbed hood latch before I could get one foot out of car had hood up looking at oil cap slammed hood I just smiled and said I told you .! Hours latter finally got finished with car for second time told service manager maybe I would believe you'll if both told same story plus time before I ask them to check air in spare was told they did all good I looked spare was completely flat!!! Did notice none of the same people are there just 3 months ago? Also when I took car in second time in one day the air bag light came on was told they ordered part for me to call to see if it was in. I ask wouldn't it be easier if you called when it arrives? That was over a week ago no call . Plus a/c still smells moldy and front seat they worked on still jerks and a/c part of seat doesn't cool now!!!!! Anyone know of a DECENT Ford service department ? More

Not enough repair techs The A/C on my 2012 Ford Fusion was blowing hot air. I had a 9:30 am appt. Mon. and arrived on time. I was given a service rep. who took my info and The A/C on my 2012 Ford Fusion was blowing hot air. I had a 9:30 am appt. Mon. and arrived on time. I was given a service rep. who took my info and discussed the issue. I rented a car for the day and left my car with them for what I thought was the day. Mid-afternoon I called to inquire about the status and was told he would check with the tech and call back. He called back shortly and said they thought it might be a blower of some type and a diagnostic was being run right then. I told him the blower was working fine just blowing hot air. He said he would call back when diagnostic was completed. I did not hear anything more Mon. I tried to call on Tue. morning and was transferred to the service reps. voice mail. I decided to return the rental car by the 9:30 am deadline and then went to the service dept. to check on my car. I was told by another service rep. my assigned tech was off for the day but that a repair tech had been assigned but had not done anything yet. They checked further and learned there were still two cars in front of me before mine would be pulled in for checking. They said it would be late afternoon at best and maybe longer. I asked my car be brought to me and I left. The last time I wanted them to repair a shortage in the dash lights they wanted me to leave it with them at least 4 days before they would be able to look at it. I hate being lied to like the service tech I spoke with on Monday did. Jim Tidwell Ford needs to hire more repair techs so work can be done in a more timely manner. It won't be an issue for me since I will never take my car there again. More

Terrible Customer Service I purchased three cars from them. An Escape for my daughter, an Escape for my wife, and a Focus for my mother in law. The Escape for my wife started I purchased three cars from them. An Escape for my daughter, an Escape for my wife, and a Focus for my mother in law. The Escape for my wife started bucking when you accelerated and slipped out of reverse - so transmission issue. Dropped the car off on Oct 15th, was told 23 cars ahead of us and that 6 cars a day get done by Brayan Morales the service advisor. A week and weekend went by with radio silence - on Monday we called with no return call and finally got a call back on Tue saying it had not even been looked at. Today Oct 28th, we get a call that the transmission has metal in the fluid and needs to be torn down or a new one is needed for $4500. Mind you this is a car with less than 40k miles on it 36-38k is all it has on it. They told me that the car is a 2011 so no warranty - no loaner car - nothing they could do. They did say I could call Ford directly to open up a case, which I have done this morning. I feel like I bought three cars from a place that only cares about selling cars not providing a good customer experience for the life of the customer. We have to purchase two new cars in Q1 of 2017 - I can tell you it will not be from this dealership or Ford. Faulty product with no customer service past the initial sale. Very disappointing. More

Stress Free Buying Experience My wife had a 2016 Honda HR-V but it was totaled when a speeding Nissan rear-ended her at a red light. I utilized the car buying service (TrueCar) via My wife had a 2016 Honda HR-V but it was totaled when a speeding Nissan rear-ended her at a red light. I utilized the car buying service (TrueCar) via our insurance company, USAA, to look for a replacement. I looked at a dozen plus dealers' inventories listed online to see what was available. I found 6 candidates to put in a offer request on. I heard back from every dealer with an invite to come see the cars. We looked at a couple of other dealers before going to Tidwell Ford to meet with Brandon Johnson. Tidwell had an excellent deal on a low mileage loaded 2014 Escape Titantium. Brandon had the Escape waiting for us to inspect. He patiently answered all of our questions about the vehicle. He had owned 2 Escapes and was very knowledgeable about the features on the car. The myFord SYNC system seems intimidating at first but it's an amazingly capable infotainment system that adds great value for the owners. After the Q&A and the test drive, we knew we had found our replacement. Thanks to TrueCar/USAA, we had the final price settled before we arrived. Very stress free experience! We went to Brandon's office to start the paperwork. We are waiting for the settlement from the insurance, so we financed the purchase of this Escape. Brandon introduced us to Business Manager, Muhammad Umair, who handled the financing paperwork. Muhammad is a great guy with a wry sense of humor. He walked us through our options, clearly explaining each one. We made our decision and signed the paperwork. We did purchase the ResistAll paint and interior protection package. We left the dealership owners of a new (to us) car. The ResistAll was applied this morning and we picked up our shiny, almost new, drop dead gorgeous Escape this afternoon. Brandon met us with the Escape ready to go. I wish every car purchase could be this painless and straightforward. We would definitely return to Tidwell Ford when we are in need of another car. They do have a decadent selection of Rouch Mutangs and Shelbys! More