Ted Britt Ford Lincoln - Service Center

Wonderful Customer Service I was traveling in and out of town and needed an oil/filter change on my Explorer. Mr. Nicholas Smith kindly welcomed me into the Ford Service center I was traveling in and out of town and needed an oil/filter change on my Explorer. Mr. Nicholas Smith kindly welcomed me into the Ford Service center even though I did not have an appointment and made sure my car was serviced quickly while I waited. He made sure I was comfortable in your customer lounge and exceeded my expectations for friendliness and efficiency at your service center. I would be happy to recommend Mr. Smith and the Chantilly Ford Dealership service center to family and friends. Thank you to Mr. Smith and the service center for making sure my vehicle was taken care of so quickly! I would be happy to return in the future! More

Service Department Issue My daughter has been very happy with the 2015 Escape we bought from Ted Britt (Chantilly) in May 2015. She recently brought the car in to Ted Britt My daughter has been very happy with the 2015 Escape we bought from Ted Britt (Chantilly) in May 2015. She recently brought the car in to Ted Britt for an oil change and a tire repair (due to a small nail hole in it.) The Service Department immediately told her the tire was not repairable and that she would need a new tire (approx. $240). We decided to get a second opinion at Virginia Tire & Auto. They took one look at it and determined it would be a very simple plug job. 15 minutes and $20 later our tire was as good as new, thanks to the responsive technician at Virginia Tire & Auto. More

Service Dept I had some issues with the service department, but they are now taking care of them. We will see how everything is when I pick up my vehicle I had some issues with the service department, but they are now taking care of them. We will see how everything is when I pick up my vehicle More

Consistently Poor Service I have taken a number of my Ford fleet to this dealership for service. It's the worst service department I have ever dealt with. On one occasion a car I have taken a number of my Ford fleet to this dealership for service. It's the worst service department I have ever dealt with. On one occasion a car sat for 4 days before they "had time" to change the oil and anti freeze. I had made an appointment for this service and when I went in to question why it hadn't been worked on, I was asked, "we're busy, what do you want me to do?" by the Service Manager. It took a week to get the car back. Last week I took anther vehicle in. It was there 7 days. For an oil change and fluid exchange. A part had to be ordered for the ignition switch. No one informed me of this until I called on day 4. I picked the car up. A day later the parts department (good guys) called to say the part was in. I left 2 messages for the service writer and one for the lane manager to schedule the repair. No one called back. Obviously they don't want our fleet of vehicles in their shop. Oh, and they entered my email address incorrectly in their system, an old trick to avoid the management reading bad CSI surveys. More

Poor Customer Service We just moved here from Pennsylvania and needed a new Lincoln dealer for service and later sales as we buy at the end of the warranty period of our c We just moved here from Pennsylvania and needed a new Lincoln dealer for service and later sales as we buy at the end of the warranty period of our cars. We selected Ted Britt as it was closest and had good reviews. From the first contact it was not too good. The service person could hardly be heard on the phone (poor audio equipment and/or the wrong person for the job, a little of both perhaps?) never the less an appointment was made. We needed a loaner since it required a full day or more to complete the recall servicing so were told by the service advisor “to go in between 6:30 PM and 8 PM the night before because that is when the loaners come back in”. When we got there the two service desk people didn’t even want to make eye contact. When we did finally speak to one of the service advisors he was not rude but just barely not and the result was the same. When I asked for a loaner he just said “they were first come first serve and they had none”. No other reasonable advice was offered without us pulling it out of him. After some back and forth we asked and were told that, yes, if we came back in the morning and there were no loaners available they could get me transportation from Enterprise. They didn’t offer this unless pressed. We couldn’t, however, get a rental that evening since the department that deals with rentals closed at 6:00 (and yet we were told when making the appointment to arrive at 6:30). The next morning, I called Ourisman Lincoln in Frederick, MD. It is only a little further away from Leesburg but a much more pleasant drive with less traffic. It was a night and day difference. The service advisor could be clearly heard on the phone. He advised us that if a loner was not on hand that they would promptly get a compensated rental from Enterprise for us and that we could bring the car in at our convenience (today any time or tomorrow morning). I called Ted Britt back to cancel my morning appointment and got the same service advisor who could hardly be heard on the phone. A perfect bookend to close out this very bad dealer experience. I’m not sure about other people’s experience with the Ted Britt dealership but first impressions are very important and the one we got was VERY poor. All that went wrong could easily be fixed by good management which must be lacking at this dealership. Just clearly stating what their loner/rental car procedures and policy was seems not too much to ask, have a telephone advisor who could be heard and desk advisers who actually want to help you. They need to send their managers to Ourisman’s for training. More

Vehicle inspetion & service I will not take my E150 Ford van to his location for state inspection ever again. They added many things to the inspection that were not part of the V I will not take my E150 Ford van to his location for state inspection ever again. They added many things to the inspection that were not part of the VA state inspection. They redid work that their own shop had done 10,000 miles previously. More