Ted Britt Ford - Service Center

I have been a Ted Britt Customer for as long as I’ve been in Virginia, up until the last two months the service had been great. For those reasons I was hopeful for an amicable solution to a seemingly simple in Virginia, up until the last two months the service had been great. For those reasons I was hopeful for an amicable solution to a seemingly simple issue - unfortunately the service director, and service manager were not accessible during my attempts to connect and my service advisor was blatantly disinterested in rectifying this situation. The following has been submitted to the BBB and DMV for complaints on less than stellar business practices of Ted Britt Fairfax Service Department. tldr: Take your business elsewhere if you can, particularly for warranty work. Document and over communicate as not every service advisor is as engaging as others, being that you may also find yourself in an unethical situation - suitable of after-action and/or litigation. - After identifying a rear pinion seal leak I took my 2015 Ford Mustang to Ted Britt Fairfax Ford on 8/24/2022 for diagnostic and service. I was later informed that mechanics had checked for a differential leak and confirmed a leak at the drain plug in the rear, but that mechanics had secured the plug and all was ok. At this time I was prompted for payment, upon questioning as to why (as this is a covered service under Ford ESP Warranty), I was told there would be no charge. After noticing odd noises, and fluttering the following month I returned for service on 09/30/2022. At this time I was informed that internal gears from the rear differential were binding and causing problems inside the rear of the automobile. I was told that necessary repairs would not be rendered under warranty because this vehicle had been previously serviced from a third party company on 08/20/2022. After communicating with *** ********, Ted Britt service advisor, I relayed that the initial leak had been identified by the third party servicer in question and it was this guidance that prompted me to schedule the initial appointment on 08/24/2022. While rear differential fluids were filled at this time, all was in line according to the manufacture as to allow safe passage to the dealership for final service and repair on 08/24/2022. In the present circumstance, Ted Britt refuses to action warranty service arguing misuse on 08/20/2022. Their justification is as follows: (1) Preliminary service not taking place at the Ted Britt dealership, and (2) Additive not being included in rear differential service at that time. Both of these arguments flagrant contradictions of embedded verbiage within the National Vehicle Service Contract - FORD ESP Warranty agreement signed on 08/13/2018 and the Magnuson–Moss Warranty Act of 1975, respectively. The FORD-ESP terms and conditions state rear differential service repair as a covered service subject to deductible as component of transmission and POWERTRAIN Care with appropriate maintenance schedule performed as directed by FORD 2015 Mustang Owners Manual. My current FORD ESP Warranty Agreement is scheduled to expire in October 2022, it is my belief that the staff of Ted Britt Ford Fairfax intentionally moved to deceive through the intentional withholding of information and diagnosis on 08/24/2022, as to further damage the vehicle and prolong timeline for non-covered repairs within the next 70 days. This flagrant negligence acts as a clear violation of deceptive trade practices act. Zero efforts have been made to rectify the situation or retain my business. More

Clean, efficient, great customer service! They have it all. Chris Liquido is the most helpful and kind service agent. Everything is excellent. Thanks Ted Britt! They have it all. Chris Liquido is the most helpful and kind service agent. Everything is excellent. Thanks Ted Britt! More

Unfortunately, my experience at Ted Britt was awful; the customer service and communication was beyond pitiful. I dropped my car off on December 23rd, received the service report from Richard, left him customer service and communication was beyond pitiful. I dropped my car off on December 23rd, received the service report from Richard, left him a voicemail to go ahead and start the work on my car .. four hours later after not hearing back, I called his direct line once more, left an additional voicemail, and called the general service number and asked if they could relay the message to Richard to go ahead and start my car. The woman told me that she could not do that. I called the next day to follow up and try to get the message to Richard to do the work on my car, (mind you; $3,000 worth of work), and found out they were closed for the holiday (I support this fully, but as a previous employee of Pohanka Lexus who never closed, I was unaware that the dealership would be closed) and when I called the day after Christmas, I was told that Richard was off for the weekend. In what world do you work in customer service, know you will be leaving the office for FOUR days, and not check your voicemails / return calls before you leave? During this time I once again called the general service number and asked that my message be relayed, I continued to be told no, and one kind woman even pretended to write down a message for me and told me a service manager would be in touch that day. I never heard from them. On Tuesday December 28th, FIVE days after dropping my car off, I received a phone call from Richard who proceeded to tell me he hasn't heard back from me, I did not leave him a voicemail, and he's wondering if we should do the work on the car. I kindly told Richard I have REPEATEDLY left him messages in a number of ways, to which he responded with an apology and told me he would do better in the communication. Richard followed up the next day to give me an update on the car (Tuesday the 29th) and said he would talk to us soon. This is the last time we ever heard from Richard. On Saturday January 2, we called the dealership ONCE AGAIN, to get an update on the vehicle, and were told that Richard was out today and there was no one else we could talk to. After putting our foot down for lack of a better term, we were told someone else would call us back. The mechanic did finally call that afternoon to report the car was finished. Richard NEVER followed up on this or closed out with us as his customer. On his business card, it lists Richard as an assistant service manager; I would have expected way better from someone with this title. I am FLOORED at the fact that we paid this dealership $3,000 (WAY overcharged), and will NEVER give them the opportunity to work with me, or my family, ever again. More

The service team is all i dealt with and they are amazing. I took my vehicle to 4 different dealership across the country to see if they could resolve the transmission glitch my car has had since new amazing. I took my vehicle to 4 different dealership across the country to see if they could resolve the transmission glitch my car has had since new and no one was able to diagnose what the real problem is. 2 years and 30k miles later, Ted Britt's team was able to complete fix the issue and my car fees brand new again. Thank you so much. More

Rip Off Ted Britt's service department broke the camel's back today. I needed a simple oxygen sensor replacement which should have been a repair that cost Ted Britt's service department broke the camel's back today. I needed a simple oxygen sensor replacement which should have been a repair that cost no more than $300 - $400. I was charged over $900. I was told the part was $300 over the phone. I reluctantly agreed to the service which I never should have done. After some internet research, the part should have cost about $40. For the privilege of it being a "FORD" part, it cost $274.38. When I confronted them that the part on their own website was advertised for much less, they said it's was no big deal and "I shouldn't worry about it". Upon reviewing the bill, I was charged $609.65 for labor. The funny thing was that the service Rep (Brian) called me about 90 minutes after I authorized the service to tell me my car was ready. When I asked why the labor was so much, he said that they charge "up to a few hundred an hour in labor". I guess it's more like $500 an hour. They told me the throttle body was in need of cleaning. I have had issues with them in the past "finding" things that needed to be repaired when I brought my vehicle in an today was no different. I am pretty sure that was BS too since my truck was showing no signs of typical symptoms of this being needed (i.e. it was not running rough at all and I had the service done less than a year ago elsewhere). I had the truck into them a month ago for a transmission problem and they did a full inspection and there was no sign of any issues with the throttle body needing cleaning. They somehow managed to change the oxygen sensor, clean the throttle body, do a state safety inspection in under 90 minutes, but the labor was over $600. Absolute rip off. I have purchased several vehicles from them and had my three Ford vehicles serviced there for years and I will never return. Their service department took a drastic turn for the worse after Gary Funk left and it has been the same garbage service ever since. To put the icing on the cake, it took nearly 30 minutes standing at the cashier to get checked out because they had a person working who had no idea what she was doing and had to call numerous other employees over to teach her how to print an invoice...more time wasted. I recommend trying ANY other dealership than Ted Britt as they fully live up to the prototypical dealership reputation of being slimy and a complete a rip off. More

Service team made me feel like an inconvenience I brought my 2013 Ford Fusion in to have them look at an issue with the gas tank. Specifically, the car won't take any gas before the pump automatica I brought my 2013 Ford Fusion in to have them look at an issue with the gas tank. Specifically, the car won't take any gas before the pump automatically shuts off (thanks a lot, Ford). I dropped the car off at 7:30 in the morning and followed up by phone at around noon (call went to voicemail). Finally, I got a call at 2:30 telling me that I needed to pay $1,500 to replace the fuel tank. I was surprised by the price of the repair so started asking the service advisor (Brian) questions about what was causing the issue and why it necessitated a new fuel tank. I also wanted to know if passing on the repair would present a safety issue. The service advisor couldn't answer any of my questions and told me that, "they read the code and the code says to replace the fuel tank." So basically, I waited 7 hours for them to read the code and mindlessly tell me to spend $1,500. I decided to pass on the repair and picked the car up. As one last pain, there was a huge back-up at the cashier causing me to wait before I flushed the $142 diagnostic fee down the toilet. I bought my car at Ted Britt Ford and was hoping I could rely on the dealership for top quality service. Instead, I was treated like some sort of cash piñata. I can take my car to any old service station for mediocre service, so I guess that's what I'll do next time. More

Over Charged I had a Coupon From Ted Brett $99.00 For 5 Qts Of Synthetic Oil, Tire Rotation, Multi-Point Inspection, Check And Set Tires Pressure, Brake Inspection I had a Coupon From Ted Brett $99.00 For 5 Qts Of Synthetic Oil, Tire Rotation, Multi-Point Inspection, Check And Set Tires Pressure, Brake Inspection, Battery Test With Printout, Bg Ethanol Defender, Bg Moa, And Alignment Check and you guys over charged me for $154.00 without any notification. When my vehicle was done and ready pay, the invoice stated $154.00 More

Ted Britt for Life is a LIE Ted Britt for life is supposed to make this dealership different. I tried to get my windshield fixed under the program and they refused. It’s supposed Ted Britt for life is supposed to make this dealership different. I tried to get my windshield fixed under the program and they refused. It’s supposed to be good for upto 100,000 miles, but they hid behind some fine print (that’s not on the website or their radio ads).Their service center has been poor. I had an oil change there and ended up with engine gunk after 1,500 miles. Ted britt for life is supposed to cover windshields— My windshield cracked and filled out the paper work and didn’t hear from a asi or the dealer. It was a few weeks, I contacted them again and had no response. I tried it multiple times and heard nothing. While this was happening, I had a battery failure and didn’t bother to try with Ted Britt after they took so long on the windshield. After all of that, I took the car in to have the he windshield looked at and get answers. They said it wasn’t covered. When I asked to speak to manager or anyone else they said it would be several hours. I guess customer service isn’t a priority. I really didn’t want to write a review like this and just wanted good service, but nobody I spoke to there wanted to provide that. I’m looking to add another car — a Ford Explorer. I can go to any dealer for a car. I thought Ted Britt for life made them different. I was wrong. More

We love Ted Britt and our Ford Fusion Alison makes us feel like more than a customer. She makes us feel special and she pays close attention to details and the buyer. She is the best and d Alison makes us feel like more than a customer. She makes us feel special and she pays close attention to details and the buyer. She is the best and deserves special recognition. More

terrible service and customer service If you have a mustang and don't want random people trying to have fun with it, this is not the place to go. Customer service can be rude and arent fri If you have a mustang and don't want random people trying to have fun with it, this is not the place to go. Customer service can be rude and arent friendly at all, service sucks as well. I hate to say this but due to the service I have received from ted britt fairfax I will never be buying any kind of ford vehicle as this was my first and last. If your stuck in this area and need to receive service that is no where nearly as bad try your luck by going to the ted britt in chantilly service center. More