Middleton Ford - Service Center

“Oil leak fixed, spark plug replaced “ that was written on my bill payment sheet. Months later I found out oil leak was not fixed, spark plugs were still the original ones. I paid over $1000 for it. ( tota on my bill payment sheet. Months later I found out oil leak was not fixed, spark plugs were still the original ones. I paid over $1000 for it. ( total amount was $ 2201.50) This story is outrageous. I have all documents and photos and much in details. However, I have to stop here for now. More

My wife had a issue with a service rep and 5 minutes after I emailed Mike the rep took care of her problem after I emailed Mike the rep took care of her problem More

Received a recall for my Ford. I took it in, and they charged me 200.00 for running a diagnostic on the vehicle even though I received notice to have the vehicle serviced. They fai I took it in, and they charged me 200.00 for running a diagnostic on the vehicle even though I received notice to have the vehicle serviced. They failed to inform me that they would charge me for something that was supposed to be paid by Ford. More

On the week of August 14th, I called in to get work done on my Focus, in preparation to drive 1700 miles across the country, for a permanent move. When I talked to the service rep, I requested the follow on my Focus, in preparation to drive 1700 miles across the country, for a permanent move. When I talked to the service rep, I requested the following: Tune up Slow leak in one of the tires Cruise control repair Oil change and tire rotation Loud exhaust Rattling coming from the undercarriage A/C knobs were sticking After talking with him, he stated that the turnaround could be done the day after the car was delivered, from Thursday August the 18th, to Friday the 19th. Of course, this influenced my decision to go through with the repairs as they would be done so quickly, and although I was obviously happy to hear it, I was surprised at the potential timeliness. So when I was later called, and told that the turnaround would be pushed back to Tuesday or Wednesday the following week, I was understanding. During this call, the push-back call, I iterated, for clarity, that under no uncertain terms, I needed the car back by Friday the 26th, as I would begin driving to Arizona on Saturday morning. I was told that this wouldn’t be a problem. It was after this point that communication with their representative began to break down. Tuesday and Wednesday passed with no call from him. Worried, I called in on Thursday at 10:30a to ask about the status of the car. The person who picked up told me that my rep wasn’t available at the moment, but that he would call me back. Two hours went by with no call, so at 12:30p I called again. The person who picked up was obviously the same guy, as he was apologetic that I didn’t receive a call-back, and told me that the rep was probably at lunch but that he would call me back this time. I waited another two hours and at 2:30p I called again, finally getting through to him. Responding to my concerns about the status of my car, the rep stated that a “switch” which was ordered for the cruise control came in in a crushed box and was damaged. They didn’t know if they were going to be able to fix it on time. The cruise control was the priority fix, being that I had a long drive ahead of me, however, if it wasn’t possible to repair on time, then I will take the car with whatever they had done. I stressed again that I needed to have the car by tomorrow, so that I could load up my car with my valuables and begin the drive to Arizona in the morning. He said that they’d try to get the cruise fixed, but if not, they’d at least start on the exhaust. This surprised and angered me… I was originally supposed to receive the car on Friday the 19th, and now, a week later, the exhaust hadn’t even begun, much less the cruise control. I stressed again that I needed the car back on Friday. And that if they couldn’t get anything else done, I’d come by and take the car today as is. He said they’d try to fix the cruise if possible but if they couldn’t get it done in time, they’d “button it up” and he’d give me a call by 1:30p to let me know. Jump ahead to 2:30p the next day, Friday, and he hasn’t called. I call in and cannot get a hold of him. I stress, at this point, it is 2:30p, 2½ hours before the dealership closes, on the night before I have to load up my car for a 1700 mile drive, with an apartment I have to be out of, hotels booked, and work waiting for me to begin when I arrive in Arizona, with a pending car repair which has already been pushed back twice, by a representative who has serious problems returning my calls, he still hasn’t reached out with courtesy of an update. When he finally called me back to tell me that they weren’t able to fix the cruise control, I was prepared for the news. At least now, I knew I could go pick up my car. When I arrived at the dealership, he tried to impress me by telling me that he wasn’t going to charge me the $120.00 for the cruise control diagnostic, for my “trip to Tennessee”. I didn’t say anything, but I remember thinking that I would hope that I wouldn’t be charged for something which never got fixed, that I was told would be done a week ago, by a staff member who can’t keep track of who he needs to call, and when. When I finally got my car back, I saw that it was equipped with a new muffler. Unfortunately, it turns out the exhaust is still as loud and the rattling from the undercarriage, which he told me had to do with the exhaust, which they supposedly fixed, is still present. He also told me during our call that they had fixed my tire, however, when I looked at the receipt it said, “unable to find leak." When I checked the tire it was low on air. At this point, I didn’t have the time or patience to complain, as I needed to urgently load up my car before dark, and continue preparations for my drive in the morning. I went to this dealership because I expected to get my car repaired from a reliable establishment that could provide competent customer service. Instead, I received the opposite. Not only was the communication poor, but the repairs didn’t measure up either. I feel like I paid $1400 for an oil change, tire rotation, and a tune-up. Update: I sent this exact message - all of the above, via email to their service manager and never received a word back from them. More

I called into service and talked with the service department about an engine light that came on. I had stopped at a auto parts place for other items and they offered a free scan. I thought why not, department about an engine light that came on. I had stopped at a auto parts place for other items and they offered a free scan. I thought why not, at least they offered. When talking the service guy I said what I have done and he gave me a story about how they are not accurate and why I can't trust them. That was fine as I told him I have 31,500 miles on my F150 and that I would like to get this checked out. The interesting part is that he expressed that would be $125 just to hook up the truck to his monitor and that he would be out 9 days before they could do the scan. What is interesting is that the truck is under warranty and it shouldn't cost a thing. He kept saying it may or may not be covered under warranty. My coverage is bumper to bumper for 3 years or 36,000 miles. Why wouldn't that be covered! He kept referring to the transmission warrant. They really need to hire better people and not just a greasy person that doesn't know anything! Other dealerships are more professional in customer care! He never gave me his name. More

If you’re looking to BUY a vehicle, Middleton Ford is the place to go. We’ve purchased several vehicles from Middleton and have been extremely satisfied with their sales team. It’s a friendly, very low-press place to go. We’ve purchased several vehicles from Middleton and have been extremely satisfied with their sales team. It’s a friendly, very low-pressure environment, where they take the time to listen to exactly what you’re looking for in a vehicle. They’ll also go the extra mile to locate the exact fit if they don’t have it locally. Pricing is the best around and we always received a fair price on any trade-in vehicles. HOWEVER, service after the sale, do not believe their current ad campaign (which is what sparked me to write this review). This is the last place you want to take your Ford, as service has been going downhill ever since Jim left their service department. Long story short: take your vehicle anywhere for service that’s outside of Madison. If you do take your vehicle there for repair, be prepared to come back often, as it will usually take several visits to get the job done right. The following is about the most recent vehicle we purchased new from Middleton: It took three visits to get a factory paint defect fixed. One to get the defect confirmed, one to get the painting done, and a follow-up to ACTUALLY get the job done. After the second visit, they called to say the work was done, but upon pick-up, no work had actually taken place. They did offer a loaner vehicle for the third visit – one that was far from sanitized (happened during the beginning of COVID) … not only was the previous customer’s paperwork left in the car, there were hair ties galore. Far from a sanitized vehicle they bragged about during the height of COVID. It took three visits to get a check engine light fixed. Not only did the light come back on a couple minutes after having picked up the vehicle from being repaired, but they left the windshield wipers tangled up after they reinstalled them. The last straw was for work that wasn’t completed and a misdiagnosed suspension issue. A couple underbody shields had come loose while driving on the highway, which I temporarily fixed with some zip ties, then plastic rivets from a nearby auto parts store, so we could make it home without dragging the panels for a hundred miles. I waited an extra week to get an appointment with the regular service department and not the “Quick” Lane. Not only did the “Quick” Lane do the work, the same rivets I used were STILL THERE, despite them telling me they were all replaced and I should never have another loose panel. They claimed to replace the rear shocks, which did not fix the suspension issue. I took the vehicle a Ford dealer outside of Dane County, where they not only found the problem in under 30-minutes, (as it was a known issue/TSB: the rear lower forward control arms), but they also covered it under warranty. I attempted to reach out to Middleton’s service manager on several occasions before filling out Ford’s corporate review and got no response. When I finally did reach someone, I was informed they purposely ignored me, as I had left them a less than 5-star review in the past with Ford. Why would less than perfect work deserve a perfect review? Especially when I am wasting my time and didn’t even get an apology for THEIR mistakes? Stellar service after the sale. They’re only concerned with you when you’re buying a car or falsifying/sugarcoating reviews with Ford. Why did I ever go back you ask? Because everyone deserves a second chance, and because Middleton is the best (of the worst) Ford service departments in Madison. I won’t be making that mistake again. Neither will my company. More

Sean O’Brien provided the beast service I have received in my fifty years of driving. He want above and beyond to get my car fixed. He is the professional that every dealership needs to keep the customer c in my fifty years of driving. He want above and beyond to get my car fixed. He is the professional that every dealership needs to keep the customer coming back Jerry More

I am constantly pleasantly surprised by the amount of time the service department gives to its customers. I will o ly take my truck here for service. time the service department gives to its customers. I will o ly take my truck here for service. More

I brought my truck in for an oil change and brake work, my truck has smelled strongly of oil ever since I brought it in, seems to be working fine, but every time I turn it on it smells of oil now. This is my truck has smelled strongly of oil ever since I brought it in, seems to be working fine, but every time I turn it on it smells of oil now. This is now the second time I feel like I brought my truck in to get it back with a new issue More

Very good service and fast. Had an oil change and it was done within 30 minutes with no appointment. I would recommend to anyone to go there . Cost was reasonable. done within 30 minutes with no appointment. I would recommend to anyone to go there . Cost was reasonable. More