Sutton Ford

On 8/15/2023 I took my 2018 Explorer (87K miles) into Quick Lane for an oil change. I picked the vehicle up, drove two miles and it died requiring a tow back to the dealership. After I made numerous f Quick Lane for an oil change. I picked the vehicle up, drove two miles and it died requiring a tow back to the dealership. After I made numerous follow-up calls, I was finally advised that the tech did not properly install the filter causing an oil leak and catastrophic damage to the engine. I understand that mistakes happen, a key distinction between great companies and all others is how bad situations are handled. This is how one of the others handled the situation: 1) Never offered an apology; 2) never explained how the mistake happened and what corrective action(s) were put into place to ensure it didn’t happen again; 3) never asked if I was out of pocket for the cost of the tow; 4) resolutions offered – we’ll give you a good deal on a newer vehicle or a used engine with similar miles as your vehicle; 5) never offered the use of a loaner vehicle; 6) four days shy of one month later and vehicle is still not fixed – no initiative to provide status updates; 7) no incentive to try and keep me as a customer – this is my fourth Explorer, I bought this Explorer new at Sutton and have had all service work completed at this dealership for the last seven years. Sutton Ford’s proclaimed mission statement and core values are “to have 100% of its team members and customers completely satisfied” and “PRUIT – personal growth, respect urgency, integrity & teamwork.” Sutton Ford will obviously never be a great company but should probably do more to try to live up to their own standards. More

Everything was great other than not getting a car wash I was told they were not able to provide a car wash due to sew machine was down was told they were not able to provide a car wash due to sew machine was down More

The service person Mr. Jones was great! He was unable to do his job because he did not have access to my information via computer. That wasted his time and mine. Jones was great! He was unable to do his job because he did not have access to my information via computer. That wasted his time and mine. More

FRIENDLY ,PROFESSIONAL,KNOWLEGABLE,,PATIENT, AND TAKES TIME ANSWER YOUR QUESTIONS AND CONCERNS.EXCELLENT REPRENTIVE OF THE COMPANY. KUDOS. TIME ANSWER YOUR QUESTIONS AND CONCERNS.EXCELLENT REPRENTIVE OF THE COMPANY. KUDOS. More

There was a lengthy wait for the repairs to be completed on my vehicle I was at the shop from 8:45am to 12:45pm. on my vehicle I was at the shop from 8:45am to 12:45pm. More

Helped me find the perfect vehicle with the features I was looking for. No hassle, easiest buying experience ever. was looking for. No hassle, easiest buying experience ever. More

Highly professional service. Mr. Parker was very informative and thorough in answering our questions as well as explaining our options. He makes car buying a very pleasant expe Mr. Parker was very informative and thorough in answering our questions as well as explaining our options. He makes car buying a very pleasant experience! More

I like the dealership it is very clean. The receptionist was professional. The only thing I thought that it could be a little warmer in the air and they should offer hot chocolate because e The receptionist was professional. The only thing I thought that it could be a little warmer in the air and they should offer hot chocolate because everyone doesn’t drink coffee. More

Excellent service I will come back to Sutton again and tell my family members also. tell my family members also. More