Dwayne Callaway

I was quoted $58XX. for transfer case repairs at the Denver PL location which was high compared to a quote from an out-of-state Ford dealership that I dealt with in year for transfer case repairs at the Denver PL location which was high compared to a quote from an out-of-state Ford dealership that I dealt with in years past. I then took my vehicle to the PL Chapel Hills Mall location (without telling either the Denver or CH location) where I was quoted $43XX. which was a more reasonable but still a high cost for the same repair. Then Chapel Hills raised that estimate to $49XX. I then took my vehicle to another shop and paid $35XX. for same repair (they installed brand new transfer case supplied by Ford). I then called the Senior Service Manager with the PL main office and explained my frustration with PL overall. After three weeks of waiting for a response, I was never even extended the courtesy of a reply. So after spending $250 for diagnosis at the Denver location, and another $200 for the Chapel Hills location diagnosis, and no response from the PL main office service manager, the PL organization has left me with a justified bad taste in my mouth. More

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I am writing to share my experience working with Dwayne Callaway, who was truly awesome to work with. Every Service Advisor should strive to be just like him. I stopped in, told him what I needed, and h Callaway, who was truly awesome to work with. Every Service Advisor should strive to be just like him. I stopped in, told him what I needed, and he was able to program my computer and had me on my way in less than 15 minutes. Thanks again for the awesome service, Dwayne. More

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Two calls, concerning service recalls on 2021 150, VM's left...no response...am now in twentieth minute of hold after talking to the greeter... left...no response...am now in twentieth minute of hold after talking to the greeter... More

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Phil Long has taken care of my vehicles for the last 11 years. Always feel like they have done a great job and compared to my friends I have way fewer problems with he exact same vehicle. I believe it is years. Always feel like they have done a great job and compared to my friends I have way fewer problems with he exact same vehicle. I believe it is cause Phil Long does a great job and a dealer might charge a little more but you get what yo pay for. A great company to work with with quality people. More

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Avoid this dealer at all costs. Never have I been in a dealer where the sales/service managers treat you like THEY are the most important thing in the room. If you want to be ignore Never have I been in a dealer where the sales/service managers treat you like THEY are the most important thing in the room. If you want to be ignored, forgotten, disrespected, you'll love this dealer. This dealer is great at saying sorry and expecting you to bear the burden of their mistakes and miscommunications. When you walk in to the sales or service department you're met with a "who are you and what do you want" attitude by literally everyone that I came in contact in my handful of times visiting this dealer. One other small thing is the lot itself is a mess. there are vehicles parked everywhere, disorganized, you cant pull into the service bay because cars are literally parked Infront of the doors. If my vehicle wasnt a special order with a 6-9 mo lead time, i would have cut all relationships w this dealer a long time ago. I will go back to using high volume dealers outside of Denver for future purchases. Background: Special Order F250, Nov 2021, Supply chain covid, all effected the delivery which took about 9 months (no fault of the dealer) Ordering: When ordering I had asked Freddy if Phil Long needed my (A,Z,X Plan) number to properly build the quote as well as appraising a trade in at the time of ordering. He told me this information was not needed and it would "be figured out later". I proceeded with the order and he provided monthly updates. Delivery: When the truck was manufactured and delivered the dealer provided zero updates on the status or location of the vehicle, many times I was providing updates to them through the Ford VIN tracking app. I had not personally met anyone prior to this time, and I had been attempting to get my trade in appraised by Phil Long Ford for about a month prior to the truck being delivered. Freddy assured me that "it would be taken care of", finally I drove directly there for an appraisal so i could secure a loan for the outstanding balance... this process took days. Also during this time I asked for the final out the door price so i could once again, secure the loan... Freddy declined to provide this information stating that "we would work it out when the truck is delivered" and that "i needed supporting information to go along with my Z plan pin". I explained to Freddy at length that I was not providing them any supporting information because it does not exist, the pin is tied to your SSN... Freddy and his "team" continued to deny the Z plan pin. Finally, after calling Ford directly and explaining the issue, Freddy was magically able to enter the pin in his system and generate an out the door quote for the vehicle 1.5 weeks after the initial request. When the vehicle was delivered it took them 3 days to PDI the vehicle. The vehicle when delivered was covered in oil and grease film and was missing the factory installed winch which Freddy said would be "taken care of" Purchasing Freddy didnt do paperwork correctly which resulted in errors in the documents and tax amounts - this took over an hour to clear up. Then I went over to finance where two individuals approached me like they were selling boot leg tonneau covers in the lobby asking if i wanted to buy tint or accessories (you're just going to walk up to people with no product info much less an area for them to sit and discuss???), after waiting two hours to see finance, the finance guy got me through very quickly although did not explain any of the additional services such as extended warranty plans... just a quick we have "this" do you want "this". Issues with delivery "apparently" the winch that i ordered with the truck was "backordered" despite knowing that the vehicle was coming for 9 months, and having 1.5 months in-between when the truck was built to when it was accepted at the dealer. When I asked freddy where the winch was he responded I dont know, and took 2 days to get back to me with an answer. I told him this was unacceptable and he accused me of taking the vehicle prematurely (what???). He said that they were not even supposed to let me take the vehicle when i did because it didnt have a winch installed, so i guess it was just going to sit on their lot for a month and a half while they waited to install a winch? no. When the winch did arrive I was quoted 4-5 hours to install, 15 min prior to the dealer closing (7 hours later) i called and asked for a status when Don let me know that my truck was still in pieces and he just "blanked" and forgot about my truck. They did send out a loaner vehicle at 730 at night, but at that point my appointments and schedule had already been ruined by Don and his team. Update: After posting this review and calling the service department and leaving one voice mail on each service writers phone, my phone calls were ignored and not returned. Finally Dwayne returned my call and let me know my truck was ready 27 hours after it was dropped off for a 4 hour appointment. When I picked it up I explained to Dwayne that my vehicle being delayed costs me time and money and that I would have been totally fine with the time frame if it were conveyed at drop off. He said he didn’t know anything about it and to talk to the service manager. He also accused of harassment and yelling and screaming (cursing) at service writers (this is simply not true, I was upset yes, but my voicemails were direct). Formal complaint has been submitted to ford dealer relations. I honestly hope no one else has to go experience this dealer. I’ve purchased a lot of vehicles and had many pleasant experiences…this dealer has a lot to be desired. Just be polite and deliver on your commitments…that’s all I was asking for. More

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This dealer performs excellent service after the sale. No appointment necessary. They also provide excellent details about the service performed and what one may need to do at the next interval service. No appointment necessary. They also provide excellent details about the service performed and what one may need to do at the next interval service. More

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We've been coming to Phil Long for over 20 years and have always received quality care from the service team, Gage and Dwayne are our current service managers and they are awesome! Thank you! Liz & Jason R always received quality care from the service team, Gage and Dwayne are our current service managers and they are awesome! Thank you! Liz & Jason R. More

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Fast. ..reliable...great service everytime! They are all very friendly! Would definitely recommend to anyone! ..reliable...great service everytime! They are all very friendly! Would definitely recommend to anyone! More

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After purchasing my 2008 Ford Fusion at Phil Long, I have since had all my car's maintenance/repair work done there with complete satisfaction. As a result, for my newly acquired 2019 Ford Escape, I acquire since had all my car's maintenance/repair work done there with complete satisfaction. As a result, for my newly acquired 2019 Ford Escape, I acquired a 10-year maintenance contract with Phil Long. This certainly bespeaks my confidence in the quality of this dealership. More

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Everyone was interested in my problem and what I wanted to solve this problem Mr Callaway solved with great experience to solve this problem Mr Callaway solved with great experience More

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