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Park City Ford - Service Center

Bridgeport, CT

3.3
8 Lifetime Reviews Review Dealership

8 Reviews of Park City Ford - Service Center

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June 26, 2020

"This place has a work culture problem!"

- PJ

My car displayed a "Stop Safety Now" while in my driveway, on 6/15 at 8AM. First problem: I called the dealership (David) to ask for a tow and was told my vehicle was passed the Ford Roadside Assistance so to call a local tow truck. This was wrong information: Ford has a 5yr and 60kmi Roadside assistance and my car is 2 yr / 45kmi. Now I am stuck trying to get reimbursed by Ford. Second problem: Car is towed and it takes an hour and a half wait to get my car in the system and proper notes taken for the technician. Seriously, even busy, 90 min standing there is ridiculous. Third problem: Nothing, no call, no email until I actually called on Thursday. Yes, from Monday 10AM to Thursday 4.30PM, nobody worried that some owner was without his vehicle and might need to know something about it Fourth problem: so I called. Mind you, every call to service goes straight to Voice Mail. If you stand in the Service area, you will notice the phone never rings. You have to call sales to get a live person on the phone, then ask for service, then maybe you will be lucky that the call does not go to voicemail. Result of the call, a sensor is ordered and I should get a call the next day, Friday Fifth problem: you guessed it, the call did not come Friday, nor did it Monday and even less so Tuesday. So I had to call Sales, go through the exercise to get a service person on the phone, who proudly tells me my car is ready. Why had I not been called already? Anyway, it took 8 days to diagnose and change a MAP sensor. Lord almighty, what is it going to be when it is a complex diagnosis or part? Sixth problem: I went home, 10 mi, then the next morning, Wednesday, 3 mi from my house, the car breaks down again. Same "Stop Safely Now". Had to get a second tow. Seventh problem: The car was repaired within 48hr. And here is the thing: the intake manifold was leaking. Which means the first repair (MAP sensor) was wrong. The MAP sensor information that pressure was outside what it should be was correct, and this sensor did not need change. If the troubleshooting had been done right the first time, I would not have wasted so much time getting a second tow and all. 8th problem, I had asked what about my towing fee. After all, these are warranty repairs and I was covered by Roadside. I was told that I had to take that to Ford Customer Service and there nothing they can do. Great, steer the customer wrong and let him deal with Ford directly afterwards Last but not least, this is a culture issue. At no time have I heard any proper explanation for the multiple problems, besides "we're short handed". Newsflash, if you are short handed for 2 weeks, this is not a temporary problem, it is a chronic one and structural measures are needed. Brad Tobin is doing as much as possible but he gets no help and does so much that a lot ends up slipping through the cracks. When I could not get anyone on the phone without going through multiple automated menus and having to call Sales, I emailed the President directly, telling him there was a problem. You guessed it, I got no answer. In comparison, I emailed the president of a Ridgefield dealer I bought a car from before and had an answer within 24h. So yes, the guy at the top is just not instilling the right culture of prompt communication, customer first or detailed work. Total cost of all this: $300 for tows, $400 for mileage on another vehicle for the 9 days my vehicle was at dealer, not counting time lost. Conclusion: I cannot recommend going there for repairs, diagnosis was wrong, communication is non existent and repair times are atrocious.

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Recommend Dealer
No
Employees Worked With
Other Employees : Brad Tobin
May 13, 2020

"Great service Dept"

- steve

Im not a review kind a guy but I had to write this one. This was the 2nd time we took one of our company trucks to Park City Ford for service. And I have to say the people there are Super. From the phone call to schedule the appointment to cashing out the people were professional. I run a Plumbing and Heating Company and im always looking for that WOW factor in service and i found it there. Thanks Steve Voccola Your Plumber New England Plumbing And Heating

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Recommend Dealer
Yes
Employees Worked With
John Calzone
October 26, 2018

"Great Service!"

- JCL

I recently had my 100 Thousand mile service performed by Park City Ford. John Calzone was my service writer, and he was professional, knowageable, curtious. The service took approximatly 2hours. The workmanship and the price both were fantastic! I would recommend John Calzone and Park City Ford to everyone! Great Service! JCL

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Recommend Dealer
Yes
Employees Worked With
John Calzone
September 07, 2018

"Service department awful"

- MrMister

Horrible service dept. Stay clear of Mr. Calzone, just rude. Made an 8 am appt. Dropped off night before. Called in the afternoon to check status of diagnosis. Two hours later, at 3pm Mr. John Calzone calls to let me know they need it for another day. Wants to know if they need to put it back together if I need to pick it up. I ask them what they have done as the convertible top was not working and you could smell the hydraulic fluid when entering the car. He says, checked the relays, those are all good. What do they need to put back together ? The relays ??? They still have two hours to closing, get to work on the hydraulics. Nope. Not going to happen today says Mr. Calzone. Some advice, acknowledge that you got overwhelmed and couldn't get to it. Dont try and BS me. and dont be so rude. Find another Ford service department, these guys are rude and liars.

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Recommend Dealer
No
Employees Worked With
John Calzone, Nick Fanelli
Sep 07, 2018 -

Park City Ford responded

Dear Mr. Scott Parker, I am sorry you feel you were not treated as a valued customer. We are not overwhelmed as you believe. Each day we service between 50 and 70 vehicles. All those vehicles are not diagnosed at 8am. Vehicles are worked on and finished though out the day. Prior to starting the convertible top diagnosis, we as you know finished the very important Takata air bag safety recall. At that point we had a senior master Ford technician start to figure out what was wrong with the convertible top. When you diagnose a issue like this you don't skip any steps you always start with electrical power being present and all points and work to other possible causes. When we realized we couldn't finish it yesterday we offered to not charge you a penny for the work already done and reassemble the Mustang so you can bring it back at your convenience. I know you were upset on not having all the issues fixed the same day, but we always have your best interest in mind. Since we already started the diagnosis we would gladly work to resolve the problem at a time of your choosing.

Sep 10, 2018 -

MrMister responded

1. You still had over two hours before closing time to try and figure out what the problem was. I am not a mechanic, and I know it was the hydraulics, you could smell the fluid soon as you opened the door. 2. Reassemble the mustang ? You said yourself you only had time to check the relays. How long does it take to reassemble ??? 3. Show some honesty. You did not have the time to look at it, other cars were more of a priority, whatever...but apologize and ask for another day. Don't give me some BS story about 'putting it back together'. Find another service team, these guys are dishonest or inept, probably both.

August 14, 2018

"Unwilling to solve problem. New problems arise from service"

- Anders

Terrible service location! I will remove this negative review if they help me with a very simple issue! Every time I come here I leave with another headache with my truck. They replaced my radio over a year ago and since then the controls don't work correctly or reliably (change the volume and it skips a track, sometimes won't turn on at all). I can't get the Sirius Radio set up again. The ID number they gave me for the radio didn't work and Sirius said I had to take it back and have the service department call them. They we're going to charge me a minimum of $135 for the tech to look at it. It shouldn't matter how long ago or how many miles it has been, nothing has changed, and I hesitated to bring it back for them to get it right because I knew it would be a headache. I had previously told them multiple times that things still weren't right and if they do manage to fix the issue something else is wrong or not put back together properly or they scratched the interior, and I don't trust them. However, they are the only people who hold the key to getting the satellite radio working, and it would be nice to have that for a long trip.

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Recommend Dealer
No
Employees Worked With
John, Paul
April 19, 2018

"Fantastic customer service "

- Erik A

I have been a customer of park curtly ford for around 15 years now and have never had a bad experience. It's nice when you bring your vehicle in for service they know your name when you walk in. Most recently we purchase a new explorer that ended up needing a repair and then another repair a few weeks later. The second time no loaners were available so they rented a vehicle for us. Throughout the purchasing process I had multiple questions and called a few times over the days following the initial sit down and each time Justin and Jason flint were very helpful.

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Recommend Dealer
Yes
Employees Worked With
Other Employees : Brad Tobin, Justin Mills
March 31, 2014

"I went to this Ford Service Center due to a steering..."

- PoliceRMP

I went to this Ford Service Center due to a steering colum recall from the Ford Motor Company. The representative at the counter seemed to be annoyed by my appearance and with a delayed reaction asked me how can I help you. I told him I needed my Crown Vic service due to a recall. He ask me for a authorization recall number and that I needed to make an appointment first. He then told me that he will not be able to look at the vehicle in four days. This is the worst Dealership Service Center ever!. They have no concern for your safety. This was unacceptable. I was able to bring the vehicle to Stamford Ford and they repaired the steering that same day.

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Recommend Dealer
No
Employees Worked With
unknown name
July 12, 2011

"Take 3 times as long as necessary for repairs, slow..."

- Anony3452

Take 3 times as long as necessary for repairs, slow moving in the office as well, and no niceties. If you haven't spelled out exactly what you want and left your car there over night, forget about it, because they are not going to be proactive.

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No
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Not Sure
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