Serra Ford Farmington Hills

After researching other vehicles for hunting and house projects, I decided to keep the one I had and have all the issues tended to. I started with an $6k estimate and was called to ask if instead of perfo projects, I decided to keep the one I had and have all the issues tended to. I started with an $6k estimate and was called to ask if instead of performing the head and timing chain replacement, they could perform a long block replacement with everything else they had quoted for $8k. Other issues were found as they started the work and all of the sudden, the quote was at $14k. When I finally received the truck back I reviewed the list and found that the longblock alone was $8k, before all of the other stuff that was quoted. Had I known this, I never would have changed $2k worth of labor for an $8k replacement. On top of that, they had several items that they tried charging me for such as the headlight they destroyed when they did the replacement of the block. Fast forward 1 month and I am up hunting only to find the work I had paid for was not done and the truck broke down in the middle of the woods. They finally did the repair when I came back. 3 months later they called to ask me how my 18 months had been. I told them to call back in 15 months and I would tell them. Almost 6 months post repair, I finally get my warranty paperwork for the engine. 1 year after the repair and less than 3000 miles later and the exhaust they replaced fell off. They did not even offer to fix that. I would not recommend this dealer for sales or service to my worst enemy. Ford should have shut them down long ago. More

I came into the Dealership uneducated on the product and not sure of what my options for a new vehicle were. I met with a Salesman, Nick, to help answer questions I had. He was MORE than helpful in educat not sure of what my options for a new vehicle were. I met with a Salesman, Nick, to help answer questions I had. He was MORE than helpful in educating me in the car sale process. He greeted me with a big smile and had a personality that was very easy going and easy to work with. I knew I wanted a Ford because of the reviews I've read and I had an A-plan. Nick helped me decide which vehicle was right for me, and I COULD NOT be more happier with my decision. I ended up leasing a new Ford Explorer that I absolutely love. I could not of done it without the help from Nick. He is everything you want from a car salesman while breaking the mold of the "salesman" stereotype. He was honest, divulged all the details and worked hard for my business. He earned it from myself, and everyone I know; which I will be referring them to Nick at Holzer Ford. The customer service I received was far better than anything I expected, Truly and enjoyable time buying a car... which I thought was impossible. Kudos. More

I drove quite a ways to get to Holzer Ford after hearing of their reputation. However, I ended up not buying a car from them. The first trip out I priced new and new/used cars, both the 2012 Focus and the of their reputation. However, I ended up not buying a car from them. The first trip out I priced new and new/used cars, both the 2012 Focus and the 2010. I was told the difference between the two were $500, as with the rebate and the family/friend discount lowered the price of the new Focus. I slept on it and came back the next day. My return trip was really disappointing. After calling first and checking the cars were still on the lot, it turned out the dealership was actually empty. They did not have the models for the new 2012 Focus I wanted, and also they would not honor the price they gave me the previous day. The used cars however were on the lot, which, to the credit of the dealership, came with a very generous warranty. However, as I was filling out the papers to buy the car, Pam, my sales rep, came back and told me that the car could not be sold for the same price I was told the previous day. I had the application 25% filled out, my down payment money in my pocket, ready to buy the car, and Tom Holzer Ford went back on its word. Thus, I did not purchase a car from Holzer Ford. The staff was the most welcoming and friendly out of any dealership I have visited. However, the dealership should honor the pricing they give to customers; integrity counts a long way in business, especially the auto industry. If you get a quote on a car, get a quote in writing before you leave. I personally won’t return, but I’d recommend it. More

As we all know, finding a dealership that treats you like the customer you are is almost like finding a needle in a haystack. I have visited several dealers for service and honestly am surprised at the lack the customer you are is almost like finding a needle in a haystack. I have visited several dealers for service and honestly am surprised at the lack of satisfaction provided. My experience at Tom Holzer was not a plesant one, I set an appointment 1 week in advance, listed all the problems to the appointment gal. I requested a shuttle, and informed the gal that my wife would need alternate transportation if it wasnt complete. 8am my car is in service, my wife requests a shuttle only to be told "yeah, thats something that may be difficult, have a seat in the lobby he says". 5 min later, my assistant is informed it will be 30 min for a shuttle. Why I wasnt informed of this problem at the time I set the appointment, so my wife could be where she needed at 8:30. Unsure!!! Thankfully another person took time out of their busy schedule to get my wife to work. Will you contact us with updates my wife asked, Yes he says, After the vehicle being there all day its 5pm now, I had not recieved 1 phone call for an update. Where is my car, will my wife have transportation, what else needs to be done, I dont know!!! I called the gentleman at 5:05, oh Hi, I was just about to call you, he says. Well, were going to need the car back tomorrow, we couldnt finish up. Why did I set an appointment 1 wk in advance to have to bring it back. Frustrating that I couldnt have been offered alternate transportation and just leave it, yet another inconvienence. Take the vehicle back the next day, not even bothering to rerquest a shuttle, we set that up the night before so we wouldnt run into a debocial the next morning. 8am my vehicle is there again, after calling the night before and saying I have not heard anything, I would have hoped the consultant would be kind to provide an update midday. No Call!!!! Seriously, no call again. I run a Professional Services business, if I didnt update my clients periodically I would be out of business. What makes a Ford dealer any different. Were now at the end of the day, 5pm. I call them AGAIN for status on my vehicle. Well it's ready, but... We need parts and we couldnt find a problem with 2 of the other concerns I had..........So I explained how it happens, now being at the end of the day and my car is done, what good that did, other then wasting my breath im not sure. A phone call from the consultant midday may have allowed the tech to take a second look. I asked for the shuttle to get my wife, who is no more then 1 mile away, ohh sir thats going to be 40-50 min. This was frustrating since it was the end of the day I wasnt certain if she would be able to catch a ride, again why the importance of a phone call update has been stressed. I get my car back, FILTHY, dent in the tailgate, a BOLT in the drivers front tire and I forgot to add an oil change. Was any of the above items quoted to me for repair or completion. NO! They sent my wife out of the dealer to pick up our toddler with a BOLT in the front tire, are you serious... My Family's life at stake and I wasnt notified. I have wheel and tire protection, the dealer could have replaced the tire made there money and my family would be safe. They could have sold me an oil change and tire rotation, thus making more money. What this shows is a lack of care and HORRIBLE customer service... My wife comes home to tell me the results. Here is the work order hun, ohh by the way, a lady walking around in street clothes went to get your car, "I was a bit nervous" she said, letting her continue, the lady came back and said its dirty, but I can do it, does it have big wheels (with zero confidence). My wife said yes it does, were now down to the wire at 5:30 and our child has to be retrieved from daycare before they close at 6pm, so my wife declined the car wash. Ok Im thiking I called at 5, it was done, my wife was there at 5:30 to pick it up, Was there no time for a car wash, only if you were detailing it... So then the kicker, she says honey the guy said theres a nail in the front tire and they accidentally cleared the oil change reminder.. Pissed beyond no belief I walk outside only to find its not a nail, its a 1/4" bolt....A BOLT and you let her leave, why wasnt I informed when speaking to him at 5, I would not have let the vehicle leave the dealer without a new tire. I am so furious with the dealer that now I have to yet again find another dealer to work on my car. Understand that I dont drive a 84 fiesta, its a brand new, very expensive vehicle, that is obivously taken care of. All I wanted was to be updated and informed of the vehicle's needs. Lastly I always, no matter how poor the dealer recieve a vehicle progress report. I didnt get one, how long untill brakes are needed, where are the status of my tires, how much would it cost to fix the windshield. Again, showing me they dont value my business. Service customers beware of Tom Holzer. More

I would recommend Tom Holzer Ford to anyone. My sales rep was Charles and he was more than willing to work with me on finding the perfect car that met all my needs. Charles made my experience one I won't for was Charles and he was more than willing to work with me on finding the perfect car that met all my needs. Charles made my experience one I won't forget, which is why I will continue to come back to him with all of my future car purchases. More

I purchased a used car back in November 2011 and started noticing immediately that it was making a weird noise like the air suspension was leaking. I brought my car in for service and after looking over my noticing immediately that it was making a weird noise like the air suspension was leaking. I brought my car in for service and after looking over my car the dealership told me that they could not find anything wrong. It continued to make this noise as I drove the car (which I knew was not right)but was trusting a dealership and their technicians since I do not know much about cars. Well, apparently I knew more than they did. My entire air suspension went and there was damage to my car. I repeatedly contacted Tom Holzer and explained my situation to see if they would be able to work with me on the repairs. I was transferred to different people every time I called and leaving messages. I was given the direct line to the service manager and between my husband and I left probably over 8 voice mails in a matter of 2 days and never received a phone call back. I ended up taking my car to Suburban Ford of Waterford instead (which was a wonderful experience). I ended up calling the General Manager to explain how I never received a phone call back from one of his managers. I explained the situation about the lack of customer service and my experience with my car and he argued with me saying that "his manager always returns calls". Well, this was not the case in my situation but apparently that did not matter. I determined that the lack of Custer service from the staff there is due to poor management. When you have a General Manager who values customer service you employees will not either. I will never return to this dealership and will be sure to let other know about my experience. More

Took my family there to test drive a ffusion hybrid. I was asked to go there from another Ford dealer because of there stock. When i got there i stated our itention and they immediately pressured us to b was asked to go there from another Ford dealer because of there stock. When i got there i stated our itention and they immediately pressured us to buy from them even though we said we had a salesperson from another dealer we were working with, they would not return my keys and kept saying they were trying to find the best deal from my trade in. Very uncomfortable situation. We were there two hours! Will never step foot in that place again. More

For whatever reason the people that works in this place is always cranky. They don't smile at all, any question you ask is answered with a mean attitude. The jobs performed there are ok, but definitely is always cranky. They don't smile at all, any question you ask is answered with a mean attitude. The jobs performed there are ok, but definitely I am looking for another place to go, When I go to my BMW dealer they threat the people with decency, this people here think they are entitled to do with the customer whatever they want because they are a dealer. Sorry Tom Holzer Ford, there's other places! More

I am leasing a Ford Fusion from Tom Holzer Ford. I would recommend this dealership to others for several reasons. First of all, I had an outstanding salesman wait on me. His name is Charles Cleavinger. He w recommend this dealership to others for several reasons. First of all, I had an outstanding salesman wait on me. His name is Charles Cleavinger. He was amenable, knowledgable, and efficient. I have a lease price that I am happy with. I have leased cars before, and Charles got me a lower price than I have ever paid before. I had my new car in less than a week. All the paper work was waiting for me the day I picked up my car. The gerneral feeling of the dealership is welcoming, clean, and calm. In ending, I would recommend Tom HolzerFord to all my friends and ask for Charles Cleavinger, you won't be disappointed. More

I had a great experience when I leased my new Ford Explorer. From the get-go Charles worked hard to answer all of my questions and took a very honest approach in our dealings. I have always believed Explorer. From the get-go Charles worked hard to answer all of my questions and took a very honest approach in our dealings. I have always believed that the best way to do business with anyone is to put all cards on the table. With Charles there were no hidden costs, no options left unturned. He is responsive to phone calls and very knowlegable about the products that he is selling for Ford. He is a young man, and a rising star in his profession. Thus are the reasons I rated him as 5 for customer service, quality of his work, friendliness and overall experience. The reason I rated a 4 on the price is simply that the vehicle is a bit on the pricey side, but I dont believe I could have gotten a better deal. More