Richmond Ford West - Service Center

Joey Foust Does It AGAIN!!!! I have truly been enjoying my 2017 Ruby Red Ford Escape that I purchased last July and I keep it immaculate, inside and out, that's just how I am. I I have truly been enjoying my 2017 Ruby Red Ford Escape that I purchased last July and I keep it immaculate, inside and out, that's just how I am. I like my car to look nice and be clean. On Thursday Aug. 17th, on the way to an appointment, without knowing I had done so, I drove through a gallon of white latex paint that had been dropped in the road. I must have been the first person to drive through it and I didn't even see it in the road. All along the driver's side of my beautiful Ruby Red Escape was WHITE PAINT!!! The wheels had also thrown paint spray up all over the back of the car too. I was horrified. I couldn't believe my eyes...my beautiful Red car, ruined!! I drove directly to Richmond Ford West to see Joey Foust to find out what I needed to do to get this fixed since I had purchased the additional interior and exterior protection package. Once again, Joey went above and beyond to take care of me. Technically, the black plastic trim along the lower portion of the car was not covered by the Exterior Protection Plan and of course, the black plastic trim is where most of the paint had landed ( there was plenty of white paint on my beautiful Red paint as well, but the black plastic was no longer black). Also, technically, I needed to make an appointment to bring the car back because the schedule was booked and it was nearly 5:00pm, the end of the day. Joey could see how horrified and upset I was and he offered to run the car down to the shop immediately to see what could be done. I told him I didn't want to butt in front of anyone and I would gladly bring the car back. Joey insisted that if I had the time to wait, he would take the car down to the shop now and do the best he could to get it taken care of. I was happy to wait. I waited for about an hour and Joey kept checking back with me telling me it would take about an hour and that he had two guys working on the car right that very minute doing their best to get this paint off. While I waited, I sat in the showroom and at least 6 different employees offered to help m and to get me something to eat or to drink. As I observed the employees busily moving about the ShowRoom, I was struck by the fact that all of them were smiling almost all the time. This leads me to believe that Richmond Ford West is a nice place to work. Anyway, Joey finally returned with my car and they had gotten all the white paint off my Red paint and the black plastic trim. They had also gotten the bulk of the paint off the tire. My Car was once again beautiful thanks to Joey Foust and the guys in the shop. As I have said before, Joey Foust is an ambassador for the Richmond Ford West Dealership. Once again, he had taken time out of his very busy day to do everything he could to help me and restore my car to what it was before the white paint hit it. Once again, THANK YOU SOOOOO MUCH Joey! I very much appreciate your help and your dedication to your job. Sincerely, Laura D. Thomasson More

Piss Poor Customer Service I was told by Ford Lincoln this location West Broad Ford would be able to service my vehicle and I would be able to catch the shuttle to and from work I was told by Ford Lincoln this location West Broad Ford would be able to service my vehicle and I would be able to catch the shuttle to and from work because this location was close to me place of employment. I originally came to the dealership with a minor issue with my head light and had my oil change as well. Chris Haynes assisted me during my first visit and advised me the head light issues were covered under my warranty and there was no charge for the headlight repairs. The second time I came back due to my headlight still not working Chris Haynes advised me that if the headlight was not operating due to an error in the servicing of Ford West Broad it would be no charge but if it was a issue that was new it would be up to me to pay for. After the vehicle was serviced during the second visit Chris Haynes explained there was no charged but would not go into detail in what they found to be the issue with the headlight. Chris Haynes (both times at West Broad Ford) was rude and not friendly at all but I dismissed the lack of customer services skills because I just wanted my vehicle fixed and to get to work on time. I have been back to this location all of 3 times over a period of months and all of three times they have failed to complete the work correctly. Including the oil change which resulted into me having engine issues per a second opinion from another mechanic. My third visit I was assisted by Glen who was also rude and not at all sensitive to the fact that not only my time but money had been wasted due to their error. I purchased my used Kia from Ford and an extended warranty which they have failed to honor because according to Chris Haynes Ford can not guarantee work on a Kia but they do sale their vehicles. Chris Haynes told me that my warranty covered the repairs the initial two times I came to West Broad Ford to get my vehicle fixed. However once I complained the work was faulty the first two times I visited their service center and they had failed to do their jobs Glen started stating that my warranty had expired and that they assisted me out the "kindness of their hearts and I should be thankful". I advised Glen I would dispute the charges and also they should cover the damaged to my engine if I could prove it was due to their error by a independent licensed mechanic. Glen advised I would have to file arbitration if I ever wanted to be compensated for the engine or additional damages. After the poor customer service of those two men I request the manager Mark Sands who I assumed would do the right thing and have better customer service skills but Glen advised me Mark Sands would call me when he was available. I received a call a few hours later from Mark Sands only to have him repeat how grateful I should be they assisted me in the first place and how they only helped me because they were being kind. Mark Sands was very rude and was very demeaning as if I had no clue what I was talking about as if have comprehension issues. He advised me that I had not bought a car from that location (West Broad Ford) but from the Ford Lincoln so the service that was done was a courtesy. The lack of follow through from the Ford West Broad and the poor customer service from the leadership has left me no other alternatives but to dispute the charges with my bank, file a complaint with the BBB, OCC, channel 12 on your side and any other consumer advocate I can think of! I have emailed the owner about my experience and will be copying this review to any and all social media communication. In addition to any where else my review can be read to preventing someone from making the mistake of buying a vehicle with this company or getting their car serviced at this location. If I could have given this location no stars that would have been my option. More

GREAT PEOPLE Thanks Joey for the flawless sealer application on the 2014 Ford Mustang, It looks like it just rolled off the assembly line in Detroit. Love the Must Thanks Joey for the flawless sealer application on the 2014 Ford Mustang, It looks like it just rolled off the assembly line in Detroit. Love the Mustang and I plan on returning to have louver installed on the back in the near future. Thanks More

Excellent Service Joey Foust was exceptional in providing us with the sealant service for our new Ford Focus. We love our car and the folks at Richmond Ford West are s Joey Foust was exceptional in providing us with the sealant service for our new Ford Focus. We love our car and the folks at Richmond Ford West are so good to us. More

Great Low Pressure Experience! Came in for only a 2002 Ford Ranger State Inspection and walked out with a brand new Ford Explorer XLT. Every Richmond Ford West team member that we c Came in for only a 2002 Ford Ranger State Inspection and walked out with a brand new Ford Explorer XLT. Every Richmond Ford West team member that we came in contact with was great! A wonderful experience! More

Enjoyable experience Brought my used Ford F150 in for a trailer hitch installation. Although it was extremely busy, Joey Foust worked diligently to retrieve a loaner vehi Brought my used Ford F150 in for a trailer hitch installation. Although it was extremely busy, Joey Foust worked diligently to retrieve a loaner vehicle so I could get to work. I chose on price for the install, but will return for the exceptionally helpful and friendly atmosphere. Great job making me feel like I was their best customer even though I didn't buy my truck there. More

Excellent Customer Service I took my car in for interior and exterior sealant today and I was amazed with the outcome. Not only did Richmond Ford West make the experience pleas I took my car in for interior and exterior sealant today and I was amazed with the outcome. Not only did Richmond Ford West make the experience pleasant, they made it convenient. They had a car ready for me to drive to work when i got there and when I came back to pick my vehicle up, it looked brand new!!! The pleasant attitude and excellent customer service will keep me coming back. Thank you Joey Foust and the team at Richmond Ford West for making my experience a pleasant one. More

New Truck Sale and Guest Services Sam Adams (Sales), Patrick Way (Sales Manager) and Joey Foust (Customer Services Manager) could not have been any better - CLONE THEM. The whole expe Sam Adams (Sales), Patrick Way (Sales Manager) and Joey Foust (Customer Services Manager) could not have been any better - CLONE THEM. The whole experience from the sale of the truck to getting additions on my truck was exceptional. My Wife and I agree that everything was far superior to any car/truck dealership experience we have received to date. I honestly can not think of anything to change. WOW!!!! What a great experience. More

Car Protection I first met Joey Foust the day I picked up my new Ford Edge. He is the Guest Service manager at Richmond Ford West. He went over the protective option I first met Joey Foust the day I picked up my new Ford Edge. He is the Guest Service manager at Richmond Ford West. He went over the protective options for my car. He clearly explained the packages available. I was impressed by his knowledge, friendly and caring demeanor, and willingness to answer all my questions. I had the protective detailing done on Saturday, May 13. When I dropped my car off at 9:00 a.m., Mr. Foust warmly welcomed me and had a loaner car for me to use for the day. I returned at 5:30 that evening and was again greeted by Mr. Foust. He went over the warranty contract to ensure he had addressed my questions and provided me with the protection kit to be used monthly for the 7 year warranty period, of which you can have as many as needed to wash the outside and clean/ moisturize the inside. My car looks amazing. The shine was dazzling. Thank you, Joey Foust, for being my champion in this process. Your gift is making each customer feel important and special. More

Crystal Fusion Replacement I had to take my truck to get a application of the Crystal Fusion which is the protection on the windshield and have had no problems at all. Joey is a I had to take my truck to get a application of the Crystal Fusion which is the protection on the windshield and have had no problems at all. Joey is always helpful and gets the paperwork done in a timely manner. This is my second time getting a window replacement, which is covered under the crystal Fusion plan with no questions asked. After the replacement you need to get an application of the Crystal Fusion which is not a hassle at all. You can schedule or just show up and Joey will take care of you. More