Murray Ford of Starke

Bad Customer Service To say we were disappointed would be an understatement. We had been having terrible luck with our local dealer, granted they don't have the best reput To say we were disappointed would be an understatement. We had been having terrible luck with our local dealer, granted they don't have the best reputation. We had purchased our dodge from Murray and had a great experience. On top of that, my cousin had taken his truck to\ Murray ford and said they were great so we decided to give them a shot. Even though they are 40+ miles away, we had spent a lot of money on this truck and we wanted to get the truck taken care of correctly. Let me start from the beginning, this truck is one we purchased the begging of this year, after a couple of months we noticed the moonroof was cracked, something we forgot to check when we purchased the truck, then another month later the instrument cluster started acting up. meaning if you took a sharp turn or hit a bump it would shut off. No Speed, no gears nothing.... So we contacted our local dealer, long story short they took it apart and told us there was nothing they could do, and charged us $150. For a truck that is 3 months old!!!!! But it seemed that the issue had gone away (we thought there was a loose connection), until we hit a speed bump 2 months later and it shut off again, which meant it was not resolved. We decided to make the drive and give Murray a chance, as I spoke with the service manager briefly when we had the initial issue and he seemed super helpful. We called to schedule our appointment and explained the issues, and repairs we needed. And I also emailed this over to her. 1) Broken instrument cluster 2) Moonroof needs replaced 3) Oil Change I spoke with Carol, she said 1-2 days no big deal. So we brought it in on Tuesday, they determined this was a Tuscany issue, which is a package company partnered with ford. And from the minute we dropped it off we got a bad feeling, cause she said, "I don't get why people think this is a ford company they are not"... Which made me worried so I called the service manager to make sure he knew what was going on, as she was giving us the feeling of not wanting to deal with this. He assured me all would be okay. Then began the week of torture, I reached out the end of day Tuesday the 21st to see where everything landed, basically said they are working on a plan. Wednesday 22nd: she sent me a quote for the moonroof repair, as we had to get it covered by insurance. Thursday 23rd: No update Friday 24th: She told me she is unsure what the timeline is as the part still has not arrived from Tuscany,( I get dealing with a 3rd party can be frustrating) but every time I spoke with her she made me feel like ti should not be her problem, and she doesn't have time for this. She also told me it may be 2 weeks before we can get our truck back, 2 WEEKS.... Because of payment, on something that is covered by warranty. So again I called the service manager and he said they would release it as it was only a $111.00 repair. Monday 27th: The part arrived when I called to check in, asked if the part should fix the issue, she informed me that she has no idea, they are not even sure as to how this part works. Really make you have confidence in them, NOT. I told her the insurance company has sent over some paperwork they needed to fill out- when I called to see if she had done it yet that evening, she said she never got it yet the insurance company had sent it over twice. I also asked if they had completed the oil change as they have had the truck for a week. She informed me I never asked for an oil change... This was the last straw, as I told her when I made the appointment we needed one and I emailed it to her... Tuesday 28th: Finally the repair and the oil change was completed, however, she still di not fill out the insurance paperwork and we were not going to wait for that as they had our truck for a week and did give us a loner. Wednesday 29th: we picked up the truck. I would like to note that not once did she apologize for the time it took to complete this (considering she said it shouldn't take but 2 days). I know this is a book, but I'm hoping management will see this and realize that a little customer service will go a long way. I personally work in the customer service environment, and I get customers can be a pain. I even understand that Tuscany is a 3rd party and that this fix is going to take some time, but the way she handled every phone call we had she made me regret ever coming to see you guys. (Even the lady she was working with at Tuscany told me she was not so pleasant to work with, I had to call her at Tuscany because Carol informed me they didn't know when the part would be in as it was shipped to the wrong dealer) Every discussion felt like it was a battle whereas if she would have said I know this is taking some time but we are doing the everything we can to work with Tuscany and get this resolved. Or even on the oil change, she could have said I'm so sorry, I must have missed that I was focused on the other issue. Simply put, she made me feel like the bad guy every time we talked instead of reassuring me that they are doing there very best to get this taken care of. Moral of the story is, if you have anything other then a simple service, I would not recommend you go to Murray ford, the service manager is a nice guy but still had an overall terrible expert experience. Maybe it was just an off week for Carol, I don't know, but I do know we will not be coming back for service or repairs or honestly new purchases, the entire experience left a very bitter taste. We have found another dealer to take care of the moonroof, they did the insurance claim in 1 day, and the repair in 1 day as well. More

3rd purchase from Murray This is the third vehicle that we have purchased from Murray Ford. Amir A and Mark A have taken great care in making sure we are treated well and give This is the third vehicle that we have purchased from Murray Ford. Amir A and Mark A have taken great care in making sure we are treated well and given the best deal on our new vehicles. Rick called the day after we bought the vehicle to let us know that he was able to find another $500 for us and we would be seeing a check in the mail soon. I have never been trated this way at any other dealership. I have purchased from both locations and these folks are great to work with. I will be back for my next vehicle. More

This dealership is amazing! This is my second time buying a vehicle from Murray Ford, the experience is always a pleasure. Amir, Shane, and Rick Oster are all amazing and that's This is my second time buying a vehicle from Murray Ford, the experience is always a pleasure. Amir, Shane, and Rick Oster are all amazing and that's the reason I come back! More

Very Satisfied! We went in not thinking we could get much of a deal but Shane Parmenter made sure we did! From the time we met in the lot until we drove the vehicle We went in not thinking we could get much of a deal but Shane Parmenter made sure we did! From the time we met in the lot until we drove the vehicle out, he made the process very easy on us! Joey Faulkner was very knowledgeable with the paperwork and got us thru it in very little time. We will highly recommend them both not only for their professionalism but also for their friendliness!. We'll do business with Murray Ford again when we're ready for another vehicle! More

Straight forward, courteous, helpful Shane and the guys from Murray Ford were helpful, honest, and to the point. They got me exactly what I needed it’s my third vehicle there and I’ll go Shane and the guys from Murray Ford were helpful, honest, and to the point. They got me exactly what I needed it’s my third vehicle there and I’ll go back for my next one there too More

Excellent straightforward way of business Salesman was great about email communication and text use to make pre-purchase discussions and convenient. Trade value was very fair as we're applied Salesman was great about email communication and text use to make pre-purchase discussions and convenient. Trade value was very fair as we're applied discounts and great to have ford financing. More

Great! Traded my St in for a truck. Was some turn around with the loan but got it finalized. Very happy with the service that was provided both with sales an Traded my St in for a truck. Was some turn around with the loan but got it finalized. Very happy with the service that was provided both with sales and finance. Great people! More

I did refer someone to this dealership I did refer Phalisa Lester to your dealership ladt week and she bought a new Ford Fiesta her name is Phalisa Lester. Do I get the referal bonus? I lo I did refer Phalisa Lester to your dealership ladt week and she bought a new Ford Fiesta her name is Phalisa Lester. Do I get the referal bonus? I love your dealership. Janice Thompson More

They’d earned my loyalty I bought my 2016 Fusion in late 2005. Is was such a nice experience, when I was ready for a new one, I went back to see Rick and Joey. They worked w I bought my 2016 Fusion in late 2005. Is was such a nice experience, when I was ready for a new one, I went back to see Rick and Joey. They worked with new rep Shane to get me the new Fusion I wanted. More

Awesome Everyone really worked as a team to make sure I was taken care of , happy and satisfied! Great place and highly recommend this place, I cant say enou Everyone really worked as a team to make sure I was taken care of , happy and satisfied! Great place and highly recommend this place, I cant say enough about this place More