Metro Ford - Service Center

Last minute/Emergency appointment to replace a car battery. Our daughter's car battery failed to start her car on a very cold morning. After jump-starting it, I called the Metro Service Dept. & explained our pl Our daughter's car battery failed to start her car on a very cold morning. After jump-starting it, I called the Metro Service Dept. & explained our plight to Troy. He said, "Come over now & we'll take care of you." In under a half hour, my daughter's car had a new battery in it! Amazing service: from Troy to the Technician who worked on the car. Thank you for saving the day!- R.D. More

TIMELY AND FRIENDLY SERVICE I had a battery failure due to the cold weather and Troy Hanlon was able to provide prompt same day service in order to replace the battery. I had a battery failure due to the cold weather and Troy Hanlon was able to provide prompt same day service in order to replace the battery. More

Review Terrible experience after purchasing a 20,000 dollar vehicle with half xxx maintenance that could have cost me and my child’s life. Never Again! Terrible experience after purchasing a 20,000 dollar vehicle with half xxx maintenance that could have cost me and my child’s life. Never Again! More

Awesome Everything was great. My part came in quickly and I received an appt the next day to gave it installed. Couldn’t be happier with the sales and servic Everything was great. My part came in quickly and I received an appt the next day to gave it installed. Couldn’t be happier with the sales and service at Metro More

Body Shop Excellence! I needed to have my rear window on my 2010 Explorer replaced as the defroster would not work. The Glass company came to the dealer ship with the new I needed to have my rear window on my 2010 Explorer replaced as the defroster would not work. The Glass company came to the dealer ship with the new window... Metro Ford tested the defroster contacts and found one was defective! The outside glass company over-nighted a new one at the direction of the Body Shop and now I have a rear window that defrosts! Nice job and "Cary" the Manager was easy to work with and caring to get the job done right! More

Misdiagnosed problem, charged me for labor anyway Went in for issue with wiper blades. Took them $450 worth of labor and two days to decide it was a wiring issue with a $5 part. Went in for issue with wiper blades. Took them $450 worth of labor and two days to decide it was a wiring issue with a $5 part. More

Poor communication and discouraging experience Sales and Finance - Darlene was possibly the best sales person I've ever worked with to purchase a vehicle, she listened to what we wanted, wasn't pu Sales and Finance - Darlene was possibly the best sales person I've ever worked with to purchase a vehicle, she listened to what we wanted, wasn't pushy in the least bit, and made the process extremely easy. The finance dept was equally as easy to deal with. Darlene truly seemed to care about getting us what we wanted in an efficient way. Service Dept - Unfortunately, this has been the complete opposite experience. Our service advisor, Jay, whom we apparently have to deal with every time now is a horrendous communicator and has tainted our entire view of Metro Ford. In Nov, I brought the car in for a replacement window motor in both front doors. I'd had it for 3 weeks and it was under warranty. When I made the appointment, I asked about timing because I have young children ( a newborn and 1 y/o). I was told it would probably take "a few hours". Since I live over 30 min away and had the kids with me, I had someone come meet me so we could go to lunch and kill time. 2 hours after dropping off the vehicle, Jay called and said it would be an hour and half more. When I got there, it still was not done. I asked Jay for a time frame for completion, he said he did not know, so I went in the lobby with my children to wait. Around the 4.5 hr mark, Darlene the sales associate sees me and asks whats up, she investigates and comes back out, my car is ready for me, but not done. They only did the drivers side window and Im told, I'll have to make another appt for the passenger side. I ask Jay if I can make that appointment right then and he says no, I'll have to call. I was tired of waiting so I accepted that answer and left. I made another appt for the front passenger window motor for Dec 19th. This time, I arranged for a rental so I wouldn't have to worry about waiting around. (We were given a 5 passenger Fusion in place of my 8 passenger Expedition). My husband dropped off the car to Metro and spoke with Jay asking him to look at the 4WD while the vehicle was in because he had heard a clunking noise. Jay told him the clunking was normal and it didn't need to be checked out. My husband had to pushed for it and they finally said they'd look. When I called the next day for an update, I also mentioned the back passenger window needed to be looked at as well. Over the course of the next three weeks, I had little to no communication regarding my car unless I called Jay. I had to call for updates, Jay only reached out to me one time, otherwise a day or two will go by and I wait for his call, and then I would call him. I was told on every occasion that due to the holiday, parts that were ordered did not come in. Then there was an issue with the 4WD after all, so when they went to replace the part it had been shipped in damaged and attempted the installation regardless. This caused them to break the front axle. So they needed to order more parts. When that was fixed, I asked about the rear window, I was told the part was on backorder and it would be another day or two. This all occured from Dec 19- Jan 9th, so for the holidays we had to take two cars everywhere we went, as we are a 6 person family. When I inquired about a rental vehicle to fit our family, I was told by Jay that they couldn't accomodate. It was extremely inconvenient. We are understanding, patient people but this experience has left us extremely frustrated with the service center. Had there been a good line of communication from Jay, this review would be very different. We understand that unforseen circumstances happen, shipping parts can be delayed, etc. But the manner in which we were treated left us feeling that the Meteo Ford service department doesn't care about their customers. It was pulling teeth to receive any kind of communication from Jay. When we asked to speak to someone else, we were told he was our service advisor, so we had to speak to him. In general, we were made to feel like it was bothersome for an update on our vehicle - when Jay was the one that said he would call and never did. Had we been told up front to prepare for the vehicle to be in the shop for an extended period of time, we would have made accommodations. When the vehicle was finally done, there was no apology about the lack of communication or amount of time it was in the shop. We can only speculate that this was due to it being under warranty, so because we were not "paying customers", there was little regard to us. It's an unfortunate experience that has left us extremely frustrated. On a positive note, after the vehicle was done with repairs, it appears all was fixed appropriately and there have been no issue in the following weeks since. More

Awesome Gary was awesome. He fixed the problem right then and there even though they were very busy.He promised me he would do his best to get the job done th Gary was awesome. He fixed the problem right then and there even though they were very busy.He promised me he would do his best to get the job done that afternoon and he did. Very nice man. Also the rest of the staff I came in contact with were very friendly and helpful. This is my first time doing business with metro ford and it is the best experience I have had with a dealership. More

Inspection I always have a good experience when dealing with the service Department at metro ford. It’s nice to have employees that care about you, keep up the I always have a good experience when dealing with the service Department at metro ford. It’s nice to have employees that care about you, keep up the good work. More

Great customer service & waiting area Thumbs up! I always feel comfortable coming here. I know that my car is well taken care of. I love having the TV and the coffee! Thumbs up! I always feel comfortable coming here. I know that my car is well taken care of. I love having the TV and the coffee! More