Smail Ford

Dealing with Tom Gustafson was a nightmare. I had brought my vehicle in for a recall and figured I would get my state inspection and emissions done. Well, from the very first phone call, Tom wa I had brought my vehicle in for a recall and figured I would get my state inspection and emissions done. Well, from the very first phone call, Tom was looking for me to spend money. First he tries to tell me my tires are bad, to which I replied that I had just went to Firestone and when I asked them about buying new tires, they said mine were still good. Then he calls back to say he can pass the tires, but now it's the brakes that have issues. These were also recently both replaced and serviced my Greg's Car Care in Scottdale. So second lie I catch the guy in. At this point, I am fed up, so I call and speak to a Robert who assures me they are sorry and will take care of everything. I get there and of course the service manager Jordan is nowhere to be found, and this Tom is the only person there. So I end up forking over $50 for absolutely nothing. I WILL NEVER BE BACK HERE AGAIN, AND I WILL NEVER PURCHASE ANOTHER VEHICLE FROM SMAIL FORD FOR THE REST OF MY LIFE! More

Excellent, prompt and respectful service! Thank you. Same day service, with no upsell, informative and a timely completion of the work. Same day service, with no upsell, informative and a timely completion of the work. More

Shout iut to the team at Smail Ford. We love our new Mustang GT. Your knowledge, respect, love of the vehicle and its performance made all the difference. I have purchased three cars from Smail and wi Mustang GT. Your knowledge, respect, love of the vehicle and its performance made all the difference. I have purchased three cars from Smail and will be back again in the future. More

I brought my 2020 F-150 in on Monday 4/26/21 to have the backup camera replaced under recall and the rear window replaced under warranty for damaged defroster lines. The service advisor Derrick stated that backup camera replaced under recall and the rear window replaced under warranty for damaged defroster lines. The service advisor Derrick stated that the work would only take one day, and that the vehicle would be ready by the end of the day. I called during the afternoon to get a status update since I hadn't heard anything from the dealership at this point, and they said again that it would be ready at the end of the day. I drove out to the dealership after work, to not only find that my truck was nowhere to be found, but that no one left in the service department even knew where my truck was! After waiting to call a manager (Tom) at home, they then informed me that my truck was off-site at another location for the rear window, and that it would be ready for pickup tomorrow. I informed them that they had told me that the truck would be ready today, and that I just wasted an hour driving out there to retrieve my truck that was not there, and that no one bothered to inform the staff where my truck was, and couldn't answer where my truck was when I arrived to retrieve it. Tom the manager called me the next day (Tuesday 4/27/21) to apologize about the lack of/poor communication, and asked what he could do to "make it right". I told him that we could discuss when I arrived to pick my truck up, and at the very least your staff should be able to properly communicate with the customer, and each other. When I arrived to pick my truck up, Tom couldn't even bother to be there; Derrick was gone as well. As you can see in the photos, the interior of my truck was absolutely trashed - every surface was covered in the rust-colored brake dust/shop dirt from a service technician(s) work clothes. It was all over the door panels (all 4), steering wheel, arm rest, upholstery front and back, foot prints on the back seat, back of the seats, and door panels. I had to have my vehicle detailed to have the damage fixed in the amount of $283. If the service department was doing their jobs, they would clearly see that the vehicle was not properly protected during service, and in no way was it ready for delivery to the customer. It is inconceivable that a service department would be run in such a careless manner from the top down. The manager can't be bothered to manage the service advisors to make sure they are in communication with the customers about the status of their vehicles, or be sure a vehicle is ready for delivery to the customer in a timely manner and acceptable condition. The manager also can't be bothered to be present to rectify the situation (the first one) as he stated he would. Tom has since called me twice during work hours, but will not return my call when I call him back. Clearly Smail Ford is not interested in providing quality service or building and maintaining customer relationships. Smail Ford has a plaque hanging in their waiting room that says something to the effect of "treat every customer as if they were a guest in your home" - they do not live up to this ideal. They did not respect me or my time, they did not treat my vehicle as if it were their own, and if this is how they treat a guest in their home, I wish they would have lost my invite. If you need service on your vehicle, I would suggest you look elsewhere. More

Took my 2018 f150 in for a recall for frozen door locks. They told me to drop off the truck in the am. I dropped it off the night before they told me it would take 3 hours. I went in at 4:00 the next eveni They told me to drop off the truck in the am. I dropped it off the night before they told me it would take 3 hours. I went in at 4:00 the next evening and it wasn’t done. Told me it was going to be another 45 min. I had no place to go for 45 min or a way to get there anyway. Had to sit in waiting room till done with my mask on. Very uncomfortable. NOT HAPPY I believe it was Robert that waited on me when I went back to pick up my truck. He talked nice to me but it still didn’t help my experience Update. The day after the service the service manager call to apologize for the bad experience that I had. More