Phil Long Ford of Motor City

Service department is a fraudulent name for for a department that is only concerned with upselling. I took my Ford Focus to the "Express Lane" for an oil change and other routine services covered by department that is only concerned with upselling. I took my Ford Focus to the "Express Lane" for an oil change and other routine services covered by my maintenance agreement. Express lane is another fradulent term! I was there for over two hours because "the girl who checked my car in had left becasue of an emergency" was the first excuse I was given. This is what I was told one hour after turning my car over. Fifteen minutes later I was told that I needed new tires and my power steering system serviced. I told them that I needed my car right away because I had an appointment. 45 minutes later the girl who checked me in apoligized and again told me that I needed to get new tires right away and showed me three options ranging from $550 to almost $700. Again I said I need my car right away. A few minutes later Chris Gasser the Service Manager comes to me and tells me he is very concerned because I have been waiting for two hours and "that is not the way we provide service." He offers to sell me the tires :that they only charge $5 over cost for at an $80 dollar discount..." and of course my car still hasn't had the oil change done!!!! I told them I just really needed to get my car and leave and THEN I was told that they would get right on it. When I finally did get my keys I had to wait another ten minutes because they hadn't done or brought me the paperwork. I feel that this whole disaster was an attempt to hold me hostage until I bought tires from them. If you are stuck taking your vechicle ther for routine/warranty mainenance BEWARE! PS I did get tires at a National Chain later that week for $150 dollars less than the discount that I was offered for my wait. More

After buying a used 2009 Nissan Armada with less than 50,0000 miles on it at Chapel Hills my wife and I took the vehicle in for what we thought was regular maintenance. I called Chapel Hills and asked i 50,0000 miles on it at Chapel Hills my wife and I took the vehicle in for what we thought was regular maintenance. I called Chapel Hills and asked if we could go to Motor City in Colorado Springs they said of course. When my wife and I took our Armada in 12/15/12 we were greated by Samantha Tracey a quick lane advisor she took all our information and promised to call us before 10am with an update on the vehicle. Too our surprise Samantha called us as promised and gave us the good news and the bad news the issues with this vehicle which of course we bought all the extended warrantees. We were told that we needed new front struts they were leaking and rear shocks and a new wiper fluid bottle. When I asked if this was covered by warrantee she said she wasn't sure she asked me to call Chapel Hills which I did. When I called Chapel Hills the manager negated the fact the Armada had never been inspected which it hadn't being the vehicle just got there the morning we test drove it and that if we wanted it repaired or to be considered to be fixed due to their irresponsability and selling us a vehicle not inspected that we would have to bring it back to them. This negated the idea we could go to any Phil Long we wanted to that we were covered to add insult to injury the Manager at Chapel Hills stated"the service dept at Motor City could just be making it up to get the repair money". This was a lie of course, I then spoke again to Samantha Tracey and her Service Director Ernie Lanning they stated you bought this from Phil Long and we have to stand behind the vehicle and the customer. Samantha called the warantee company on her own which was above and beyond her job to take care of us the customer. Samantha found out the Struts, Washer bottle and front end alignment were covered by warantee and called us to give us the good news. The only Phil Long I will ever deal with is Phil Long Motor City and I will only deal with Samantha Tracey. The only reason I have peace of mind with my familys safety and the purchase I made for my family is because of the tireless efforts of Samantha Tracey and the help of Ernie Lanning. I will never deal with Chapel Hills again, the customer is unimportant and the deal is all that matters. As a veteran I do business with people that care about their customers and make sacrifices to help the customer the same way, I made sacrifices for my country and my family. Samantha Tracey is a shinning example of what it means to truly care for her customers and guarantee a family safety. Samantha Tracey is the reason my family is safe today and I will count on her from here on out. In my opinion Samantha Tracey and the team at Phil Long Motor City are a great example of what integrity is all about. More

I was very impressed with Joshua. He was consistently professional and was extremely knowledgable about the vehicle we wanted to buy. There was no pressure to buy and he really went to bat for us on the professional and was extremely knowledgable about the vehicle we wanted to buy. There was no pressure to buy and he really went to bat for us on the deal. This was the second deal I have done with Joshua and I have referred several people to him since then. More

Joshua Dorsey was very professional and helpful. He was was very thorough at determining what would be affordable and best suit my needs. I had a limited budget and he made it work. I bought a 2013 Ford Fo was very thorough at determining what would be affordable and best suit my needs. I had a limited budget and he made it work. I bought a 2013 Ford Focus. It is a great car. I would not hesitate to buy another car from Joshua Dorsey. More

Didn’t have such a great experience with Kyle Lyons, but met with Dan Januska, the GM and he quickly made up for it. He was very apologetic and understanding. Because of him, I will absolutely continue met with Dan Januska, the GM and he quickly made up for it. He was very apologetic and understanding. Because of him, I will absolutely continue to buy future vehicles from this dealership. More

Buying a new car is a much easier task than a used vehicle. There is plenty of information to research on new vehicles, price, quality and much more. Armed with knowledge and dealing mostly via emai vehicle. There is plenty of information to research on new vehicles, price, quality and much more. Armed with knowledge and dealing mostly via emails and phone calls and working with Ashley we were able to come to mutually agreed to terms on a new Ford vehicle. It didn't happen quickly and Ashley was patient and not pushy as we decided exactly what it was we were wanting in a new vehicle. Kudos to Ashley. I wish the Phil Long service and parts departments were as commendable as there sales representative was in this case. PLF should be proud of their employee. More

Customer service lacks, professionalism lacks and they lie, Ford should not allow them to carry Fords name. I bought a $47K vehicle and all that has come out of their mouth is, that's not under warranty, lie, Ford should not allow them to carry Fords name. I bought a $47K vehicle and all that has come out of their mouth is, that's not under warranty, or were not going to fix that. The vehicle was dirty upon pick up and the new car buying experience was rather under excitement!!! Pathetic! More

When I first visited the dealership I should have known the quality of cars they were saleing when the first couple cars they showed me were dirty on the inside and out. But I found a car I wanted and purc the quality of cars they were saleing when the first couple cars they showed me were dirty on the inside and out. But I found a car I wanted and purchased it. Little did I know the the car I bought would breakdown four times and end up costing me well over $5000 dollars in repairs. I understand that you take some risk in buying a used car but all these repairs within a year you would expect their checks on vehicles before they sols them would be more thorough and that your check engine light would not come on within a week of purchase. I am very disappointed in there service department as well. Every time the vehicle was brought into services for the check engine light they assured me that was the problem but within 48 hours the check engine light would come back on. The sales man are Lacking in customer courtesy as well. The sales man I had was very pushy and gave me a song and dance on how the economy was slow so that why I should pay more for my vehicle. It was very uncomfortable. I recently came back from a deployment from Afghanistan you think I want hear about a salesmans personal problems. Overall I would never do business with them or recommend them to a friend. Please chose another dealership when looking for a used car. I hope who ever read this takes this as a warning. More

The sales staff made me wait an extremely long time and were not forthcoming with pricing and vehicle information. They pulled the bait and switch tactic, quoting one vehicle, then saying it wasn't on sit were not forthcoming with pricing and vehicle information. They pulled the bait and switch tactic, quoting one vehicle, then saying it wasn't on site, and then trying to sell me a more expensive vehicle. Finally, they flat-out lied about dealer mark-up, selling it to me "at cost", etc. The experience was frustrating and abusive all around. More

Went to the dealership to buy a new truck salesman convinced me to buy a new $50,000 fx4 which they did not have on the lot he promised to get one from Denver on the following day and tried to force m convinced me to buy a new $50,000 fx4 which they did not have on the lot he promised to get one from Denver on the following day and tried to force me to sign the paperwork for it that day I refused and told him I would not sign for a truck I had not even seen yet after arguing about this for about 10 minutes he agreed to bring the truck the next day on the following day when I went to pick up my new truck he told me it had lot damage on it when they arrived to pick it up but lucky for me the dealer had already ordered another one from Ford and it would arrive the following Monday they even offered to loan me a truck similar to the one I was getting for the week while I waited I told them I was not comfortable leaving my trade on there lot incase something happened to it they assured me it would be fine so I hesitantly agreed and took the loaner the next monday came and I had not heard from them so I assumed the truck was running a few days late I just kept driving the loaner finally on Thursday when I had still not heard anything I went to the dealership to ask what was going on they told me it was running late but they had just gotten off the phone with Ford and the truck would be there the next day they thanked me for my patience and offered to discount the truck $1250 I said I was sick of waiting and they told me if it was not there the following day they would give me $500 for wasting my time and give me my trade back and i could forget the whole deal so again I agreed well Friday came and still no call so I waited until Monday when the salesman called me and begged for a few more days he offered to discount an additional $750 for a total of $2000 I agreed as I really wanted this truck and figured how much longer could it take anyways well on Thursday the dealership called and told me my truck had finally gotten there I could come down and pick it up when i arrived they quickly took me to my truck which I could instantly see was the wrong truck the only similarity to the one I was supposed to get was the color I told them it was not my truck he then called me a liar and told me they had went over the differences when they told me the 1st truck was damaged and told me about this one I told him it was not the truck I was supposed to get even the vin# was wrong he again called me a liar and went to get the paperwork to prove it well turns out I was correct they screwed up again they offered to get another truck for me but it would take more time I told them I just wanted my trade in back and I would be on my way after arguing about this for about 30 minutes they agreed and went to find my trade in after an hour they returned and told me they had misplaced it and needed another day to find it when I asked about the $500 I was offered earlier that week I was told they had never said this well on the following day they called and set up a meeting to return my trade they arrived 30 minutes later and told me they lost the keys to it and had to make new ones this whole experience took exactly 3 weeks for a truck I was supposed to get the next day I will never return to any Phil Long location or recommend anyone else to More