Serra Ford Farmington Hills - Service Center

Beware - go elsewhere for service Came in for suspected warranty work with early morning appointment, turned in on a Tuesday picked up on a Thursday. I had to fight for a simple warra Came in for suspected warranty work with early morning appointment, turned in on a Tuesday picked up on a Thursday. I had to fight for a simple warranty job, and then they ended up fixing two other items on my vehicle that were not warranty and I was never given the opportunity to approve or decline. I had to initiate calls, and call the 800 number for extended service plan to seek approval for warranty. My service advisor was slow to respond, and when he did actually call me, he then proceeded to have a personal conversation with another employee, and joked about being ready to leave that he was tired, and asked his coworker if he wanted to talk with me. Again, very confusing. I agreed to speak with coworker, and asked him to stop chit chatting that this was not professional. Service advisor laughed. I inquired about a shuttle in the morning after the rush to see if he could call me when he had time to send for me so I could pick up my vehicle. He flat out told me he could not, that he would not have time, that he was busy (I guess I am not busy). Rather than me wasting any more of his time, I got my own ride for pick up to his empty reception (2 or 3 vehicles must be busy), and paid and picked up my filthy car (unwashed) and hardly scrapped of ice vehicle. The oil change reset had not even been performed. I really would never complain normally about such things after service, but it did prove to me that this is probably common practice at this dealership. Overall, it is confusing to me that a service based facility does not have time to call people back - and told me such, and that they cannot them selves find out what is under warranty and what is without client involvement. I also do not understand why personal conversations about how you really want to leave work are something to share with a client on the phone. More than anything, I am appalled that work is performed WITHOUT receiving an approval from a client and I am expected to pay for it. Maybe he was too tired to call me? Maybe this is standard practice? I will never know, because this is the LAST time I will be a client of Tom Holzer Ford. Sadly, when I told others of what happened, they just shook their heads at me and said that they already knew that Tom Holzers service was disappointing at best, so I guess it is my own bad decision to go - I should have listened. Lessons learned! More

1st time experience with this dealership. I was in need of an engine for my Ford Flex and they were able to assist me in getting a used engine and getting me back on the road with limited inco I was in need of an engine for my Ford Flex and they were able to assist me in getting a used engine and getting me back on the road with limited inconvenience! Don't know the names of every one I interacted with such as Porter, Cashier etc, but all were friendly and helpful. More

Best Customer Service I walked into the service center with multiple concerns about my Mustang 2005. I am always very skeptical about getting a fair and honest diagnosis. I walked into the service center with multiple concerns about my Mustang 2005. I am always very skeptical about getting a fair and honest diagnosis. Dean Short and his team explained what was needed and options. Very happy with the results and great customer service! More

Tail light out I came in to get my tail light bulb replaced. The gentleman that helped me was very helpful he get me in and got me out in a reasonable time. it was I came in to get my tail light bulb replaced. The gentleman that helped me was very helpful he get me in and got me out in a reasonable time. it was a pleasure I will return when I need to get my oil changed in two months. More

MY VEHICLE HAS BEEN IN THE BODY SHOP FOR 40+DAYS. THE SALES STAFF IS REMARKABLE; HOWEVER, THE BODY SHOP IS LESS DESIRABLE. IT IS INCONCEIVABLE THAT A FORD PARTS CANNOT BE FOUND ANYWHERE. VERY UPSET!! THE SALES STAFF IS REMARKABLE; HOWEVER, THE BODY SHOP IS LESS DESIRABLE. IT IS INCONCEIVABLE THAT A FORD PARTS CANNOT BE FOUND ANYWHERE. VERY UPSET!!!! More

Told one thing over the phone, charge me when I get here. Every single time I go in for something service related, I am told over the phone one thing and it turns into me paying something that wasn’t disclose Every single time I go in for something service related, I am told over the phone one thing and it turns into me paying something that wasn’t disclosed once I actually show up for my appointment. The latest time, I was inquiring about a Sync 2 radio update for my 2014 Fusion. Over the phone I was told I fell within a Ford specified extended Sync warranty. When I showed up this morning, I was told the update would cost me $70. They always try to twist their words once I’m actually here. Incredible misinformed service people. HORRIBLE More

Waiting and waiting Came in for a oil change at 10:00 and three cars behind me had the same thing. But they all left in which they were behind my car, so i am not sure h Came in for a oil change at 10:00 and three cars behind me had the same thing. But they all left in which they were behind my car, so i am not sure how first come first serve works at this establishment. Btw its now alomst 2:pm and still waiting. This will be my last time ever coming here... what you need to fix is setting customers expectations. 2 1/2 hour wait is what they TOLD me More

Great People Friendly and quick, just how it should be. Tom Holzer always takes care of my 08 impala when it is time for an oil change. Friendly and quick, just how it should be. Tom Holzer always takes care of my 08 impala when it is time for an oil change. More

Poor Quality of Vehicle/Mechanics 07 fusion. $3,000, in repairs, taken my car in for "the works" deals regularly, all green checks everything was ok? This will be my last Ford I will 07 fusion. $3,000, in repairs, taken my car in for "the works" deals regularly, all green checks everything was ok? This will be my last Ford I will buy. This is why Ford DOES NOT make the ratings as Lexus, Honda, GM/Buick. More

Service department I had taken in my daughters Ford focus for service back in Early August, Had most of the list of items completed service that was under service contra I had taken in my daughters Ford focus for service back in Early August, Had most of the list of items completed service that was under service contract. Which I had to call Ford motor company itself to get them to agree that it was covered under the service contact. Tom Holzer said it was not , but reluctantly agreed. All but one part was completed. They had to order it. Six weeks later I received a call the part was in. I had to wait to get a hold of my daughter and figure out a time for the appointment since she attending CMU in Mt. Pleasant. Then called the dealer for appoint on a Saturday, today. Went in and found out after making the appointment and confirming they had the part needed. When I got there I was told they ship the part back. And would take two to three weeks to get it back. I was also told I should have used the Mt Pleasant Ford dealer instead. Never take your car there. More