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168 Reviews of Russell & Smith Ford - Service Center
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January 17, 2024
I purchased a used 2013 Ford F150 pickup from them in December of 23. Approximately one week after the purchase, the check engine light came on. Once I was able to get the vehicle to R&S service, they to December of 23. Approximately one week after the purchase, the check engine light came on. Once I was able to get the vehicle to R&S service, they told me the vehicle required $1700.00 in repair work including a new catalytic converter, AC belts and pulleys. I was informed that the work is not covered under the 3 month/3000 mile used vehicle "warranty" and that I would be liable for the entire amount. We had driven the vehicle less than 300 miles before it had to be returned for service. It's suspicious to me that the CC and other parts would fail so quickly after a supposed multi point inspection and frankly I expected more considering the truck is the same make as noted on the sign on the front of the building. I asked that the dealership help me with the costs of the repairs, possibly even covering the cost only or splitting the difference with me. I basically received no response even after repeated calls to service, service management, and sales management. I did speak to one sales manager who was not helpful in any way other than to refer me to the GM. A formal letter to the email address of the dealership general manager, Michael Romero, also disappointingly went unanswered. Due to this I felt compelled to collect the vehicle and have the work done elsewhere. I am not interested in giving more of my money to an outfit that handles their business irresponsibly. Upon collection we were informed that we would need to pay $215.00 for a 1/2 day of "diagnostic work" completed. I paid the bill and left extremely frustrated. We moved the vehicle to a reputable and recommended mechanic who took a look and checked the engine light error against his own diagnostic device. His findings, which took less than 5 minutes, did not align with what I was told by Russell and Smith. The total cost to repair the vehicle was considerably lower and done by a respected mechanic. Do your research, save your money, and work with considerate, trustworthy people. R&S do not care about your vehicle or your concerns once you leave the building after purchase. More
by TruthTalker
Employees Worked With
Tabatha, Lester, Michael Romero
Helpful October 04, 2023
Consumers beware: DO NOT get aftermarket spray-in bed liner on your new Ford pickup. The dealer voided the warranty on my power tailgate when it failed - TWO YEARS after bed liner installation. It was wo liner on your new Ford pickup. The dealer voided the warranty on my power tailgate when it failed - TWO YEARS after bed liner installation. It was working nicely for two years. The management at Russell & Smith Ford, Houston was disingenuous about this and was looking to blame ANYBODY rather than assume their warranty responsibility on my 2021 F-150 King Ranch. Ford has been my preferred vehicle for the last 20 years, but, sadly, my next vehicle purchase will probably NOT be a Ford. Also, the service is so slow that you should count on a full day for an oil change, More
by tonydavies52
Employees Worked With
Brandon Bailey
July 30, 2023
Took my daughters truck here after waiting for a different dealer to repair. The other place had it for 9 business days and the truck didn’t move. We brought it here and the truck was finished in a different dealer to repair. The other place had it for 9 business days and the truck didn’t move. We brought it here and the truck was finished in a day. The lady that helped us was so nice. The work was good and they did more than we thought. More
by Janasipad
Employees Worked With
June 04, 2023
On Monday morning I took my car to Russell and Smith Ford to get an oil change. I Specifically as the guy who came in if there were any leaks? He told me "No." When he brought me my car which was a free oil to get an oil change. I Specifically as the guy who came in if there were any leaks? He told me "No." When he brought me my car which was a free oil change I asked him again if there were any leaks he told me again "No.." again On Thursday my daughter called me stating that the car stopped running in the middle of the street. I had my car towed to my house, then had someone to come and look at it who stated that the transmission Wasn't working. I've never had a problem with my car's transmission how does one take their car in for an oil change at Russell and Smith and end up with needing a new transmission??? More
by Lorna Francis
Employees Worked With
He had blonde hair and beautiful eyes
October 04, 2022
Someone let my window down and wanted me to pay for repair services, it was ok prior to taking it in for oil change tire rotation! General manager said he knew what it was because he has had several ve repair services, it was ok prior to taking it in for oil change tire rotation! General manager said he knew what it was because he has had several vehicles with that problem (window regulator). I was livid, will never put a foot in that establishment been doing business with them for over 30 years and for them to do this????? More
by VeraVeradaughtery
Employees Worked With
Kameron mcnaulty/general manager never gv his name!
September 26, 2022
They kept my vehicle for more than a month and still didn't fix the problem. Every time I called Mack, he promised that he would call me back but never did. It felt like they didn't need my business and didn't fix the problem. Every time I called Mack, he promised that he would call me back but never did. It felt like they didn't need my business and showed it with their service. This is the fourth F150 that I have owned and serviced with Russell and Smith. I plan to drive my vehicle out of the way to Planet Ford for better service. Totally disappointed. More
by seanwithers
Employees Worked With
Mack Smith
June 02, 2021
Engine light came on and a part was ordered, delivered, & installed within 3-4 days. Jacy Blair provided the best customer service I've had due to the text messaging system Ford provides. Personable and frie installed within 3-4 days. Jacy Blair provided the best customer service I've had due to the text messaging system Ford provides. Personable and friendly, yet professional and knowledge. She also helped me out with the cost of service thanks to Ford's loyalty Program. Highly recommend her if you want great customer service. More
by cameronrub
Employees Worked With
Jacy Blair
December 07, 2020
The problem with my car was clearly explained and I was given several options for the repair. The service was preformed on time and my car is running great. given several options for the repair. The service was preformed on time and my car is running great. More
by BUTCH
Employees Worked With
Lance Armer
October 26, 2020
Went to get my 2013 F150 serviced at their Fastlane facility. Waited 15 mins, the one person inside appeared to be busy and did not come out. My truck was visible. Before leaving, I told the guy he facility. Waited 15 mins, the one person inside appeared to be busy and did not come out. My truck was visible. Before leaving, I told the guy he looked very busy, too busy to help me, and that I was going elsewhere. R&S wither needs to staff up the Fastlane or do away with it. Don Aubin More
by Don Aubin
Employees Worked With
Fastlane Service
January 05, 2020
my f150 lariat in service dor 22.500 miles Leidy Hildago i dont know how and why keeping that liar person in Ford.i left my truck one peice and i asked her especially when change my cabin filt Leidy Hildago i dont know how and why keeping that liar person in Ford.i left my truck one peice and i asked her especially when change my cabin filter dont brake my glove box.when i pick up my truck i see glove box on floor and when i asked her did you check my truck she told me yes everything done and ok with my truck while my glove box on floor and cant close at all,and saw 2 of lug nuts was loose.after talked with service manager they replaced my glove box but now i have big funny look gap on my glove boc in my 64k cost truck. another issue was my truck was jerking she was aware that and when i pick up truck she lied again and said its gone which still continue. that supposed to be DEALER place where they charge double triple because of work quality but i see that they all have cheap non experience workers and advisers.even when i contact with Ford they didnt even do anything about my glove box advised me to deal with them.so sad.now i have large enviroment and telling them saty away from ford is far far away from build tough More
by SSG
Employees Worked With
Leidy Hildago
