Sill-Terhar Motors - Service Center

I have had great experience with their customer service until recently. I bought a 2018 Ford Explorer from Sill Terhar. Two weeks ago my check engine light was on and the car appeared to be stalling out. I until recently. I bought a 2018 Ford Explorer from Sill Terhar. Two weeks ago my check engine light was on and the car appeared to be stalling out. I drove directly to the Sill Terhar service center and was greeted with annoyance by an advisor. He begrudgingly reset my computer but did not look at my battery. A week later my vehicle wouldn't start, it was parked in my garage so I had to call AAA to get the battery replaced. The AAA repairman was shocked that the advisor hadn't at least looked at the battery because it had blown up. There was battery acid everywhere. The vehicle is still under warranty with 35K miles. I called Sill Terhar and they said they would've replaced my battery for free if I brought it in. Problem is it died in my garage and I had been there the week prior. The AAA battery cost $175 which should be reimbursed by Sill Terhar due to their sloppy and quite frankly rude advisor. More

I bought and took my car here for a full service. After they serviced the car, I drove it 1 mile home, where it died in the parking spot, and wouldn't run or drive anymore. After 3 weeks of me being passed they serviced the car, I drove it 1 mile home, where it died in the parking spot, and wouldn't run or drive anymore. After 3 weeks of me being passed around to different people, and being redirected and completely ignored, I finally got them to agree to tow the car back to lot to figure out the problem. Today, a total of 4 weeks after my first call to Sill-Terhar about the problem, I went to pick up my car. I was met with Evan Robinson, the Ford Service Advisor, who handed me a surprise bill for a diagnostic/work that I didn't authorize, on a repair that was supposed to be completely covered by warranty. While asking for a breakdown of the bill and work, I was met with a childlike attitude and disrespectful demeanor, which he seemed to enjoy giving out. He condescendingly spoke to me as I was trying to make sense of the work that was done, without my consent. As I continued to ask for help or an explanation, or someone who could explain better, he started doing a patronizing wave at me and saying "Bye, bye!", "Bye, bye!" I've been nothing but professional and understanding with this dealership. This is how I've been treated after buying a car from them. Some of the most unpleasant and disrespectful people you could deal with. I just want to add that I've never left a bad review, and I've dealt with some truly awful businesses/people. This is my first. The only reason I was doing service here was so my friend could shop the lot for a new vehicle. She's watched all of this from the beginning, and is terrified to do business with them. This is how they treat the people who bought from them. Imagine if you didn't. More

A big shout out to Sill-Terhar’s Saturday morning Quick Service Lane! It’s the second time I’ve used them for a fast weekend repair. This time it was for a rear signal light replacement. They are friendly, Service Lane! It’s the second time I’ve used them for a fast weekend repair. This time it was for a rear signal light replacement. They are friendly, quick and efficient, and it’s great to have a place to go for those Saturday repairs ! More

Truck was seen by 2 other dealerships. Mitch and his team were professional and took the necessary steps to ensure that my vehicle was fixed the first time. were professional and took the necessary steps to ensure that my vehicle was fixed the first time. More

Took my vehicle to have recall work done, get an oil change and tire rotation, and get a check engine light analyzed and repaired. Nick Karichkowksy was my service advisor. During check-in, Nick assured change and tire rotation, and get a check engine light analyzed and repaired. Nick Karichkowksy was my service advisor. During check-in, Nick assured me he would call when he found out what the check engine diagnostic found. He also asked if I could leave my vehicle overnight and I told him to call me before doing that. I had to initiate conversations with Nick to find out what was happening with my vehicle. I dropped my car off for my appointment at 8 AM and had to call Nick at 2:30 PM to find out that the diagnostic had found a bad coolant bypass solenoid valve that needed to be replaced. He told me how much the repair was going to cost and I authorized the repairs. He also told me that the part was in stock and my car would be ready by 4:30 PM. I waited for a call from Nick that never came. Service department closed at 6 PM and I had no information about my car. I called Nick the next morning at 8:15 AM and he texted me that he was checking people in for their appointments and he would call me after he checked on what was happening with my vehicle. 10:30 AM and I had not received a call so I went to the service department in hopes of my vehicle being done so I could pick it up. When I spoke with Nick, he informed me that the part that had been in stock yesterday had shown up at 9 AM and that he was going to get his technician working on my vehicle and that it would be ready by noon. 2:30 PM I decided to call and speak with the service manager, Mitch. Mitch was in a meeting so I had to leave a message, but he did return my call and informed me that he would check on my vehicle, discuss my concerns with Nick, and that he would try to help me out with a possible discount for my troubles. Within 15 minutes, Mitch called me back to let me know that my repairs were being wrapped up and that I could pick up my vehicle. He also said he would see what he could do to help me with the cost, a little over $800.00. When I arrived, Mitch was in another meeting and I wound up dealing with Nick. I was charged full price. I had my vehicle serviced at Sil Terhar several times in the past and had never had a bad experience. As a matter of fact, the reason I kept returning was because the service had always been exceptional. This time, I have to wonder what happened to that exceptional service. I will likely return to Sil Terhar for service, but I will never deal directly with Nick again. Lack of communication with customers, failing to live up to his word, and having to pry out information regarding my service made this the worst service visit I have ever had. The fact that Mitch, the Service Manager spends more time in meetings than supervising his staff is another problem that further compounded the issue. Hopefully, they find a way to return to the level of service I had experienced previously, but it does not look promising. More

I would like to have Martin Richardson recognized for his superior customer service, I purchased a 2018 Escape, Martin is my service manager, he recognizes me and addresses me by name. he has gone above and superior customer service, I purchased a 2018 Escape, Martin is my service manager, he recognizes me and addresses me by name. he has gone above and beyond to make sure my vehicle service is done when promised and always keeps me informed of my vehicle needs, if it needs to be kept longer and status of. I am sure I am not the only customer that he treats this way. Martin makes sure I and my vehicle are taken care of. I do not know who will read this but Martin needs to be recognized. Thank you Abalino Velasquez Jr More

Martin Richardson in service was fabulous to work with. Top-Notch customer service. He actually completed the recall work on my car earlier than expected and answered every single question I had about my Top-Notch customer service. He actually completed the recall work on my car earlier than expected and answered every single question I had about my new Edge. First impressions say a lot about places of business and let me just say, I will definitely continue to make the drive to Sill-TerHar's service department even though there are other QuikLanes closer to me because of the excellent service I received. Thank you!! More

Warranty work not performed Resonator on exhaust leaking out of seams in my garage. Black mess. Took in for warranty and was told that is normal. HUH it is not. Can not get servi Resonator on exhaust leaking out of seams in my garage. Black mess. Took in for warranty and was told that is normal. HUH it is not. Can not get service manager to call me. Terrible customer support. More