Gage Rhoden

Service has been an absolute nightmare. I had my 2008 F350 Super Duty towed to the dealer on a Saturday. Nightmare #1 - Monday I went in and they couldn't find my truck, there was another I had my 2008 F350 Super Duty towed to the dealer on a Saturday. Nightmare #1 - Monday I went in and they couldn't find my truck, there was another truck there similar to mine and it was checked in under that name and phone number. It took time out of my day to go in and make sure the job was done. It wasn't. I asked after they found it and got my info attached to it where it was in line they said it would go in Tuesday afternoon or Wednesday morning there were 2 other trucks in front of it. Perfect. Nightmare #2 - No word from Phil Long service Wednesday so I drove in again afternoon and they told me a tech had been assigned and it would go in Thursday. I asked what happened to Tuesday or Wednesday the service guy shrugged and said he didn't know why I was told that. Nightmare #3 - No word Thursday so I came in AGAIN Friday to check on the status - was told there was not a tech assigned yet and that there were 3 cars in line in front of me. FLAT>>>OUT>>>LYING!!!!!! I couldn't believe what I was hearing. this was the 3rd time I was told something that wasnt true and they knew it. All week I was being lied to. I left and called on the phone for another service person and he said he would write a note to service tomorrow to "try" to get it in. Nightmare #4 - I drove Saturday morning by the Dealership and low and behold my truck was still sitting in the spot it was dropped. I went in AGAIN and this is what I was told - looking right at me..."I don't have a diesel tech here and because of the Holiday weekend I don't have an answer for you and I don't know what is going on and I have nobody to look at it". I said this is enough....I asked for a manager. I finally got to speak to a manager in the back office and he said the issue sounded electrical and they would get it in today (Saturday - after the initial promise of Tuesday, AND after me having to waste 5 days of my life coming in every day to make sure it was getting done). I left and 10 minutes later I got a call that I needed to fork out $616.00 to put in 2 new batteries in just to get it into a BAY TO DIAGNOSE THE ISSUE. THey couldn't jump start it, NIghtmare #5 - I'm out over $400.00 in car rental (going to be over $600.00 by Tuesday after labor day) another $616.00 to get it 100 feet from their service parking lot into the bay (so that a non-diesel mechanic can diagnose my diesel truck) - so over $1,200.00 and a week of my time I cant get back. This service department is pathetic. I have never in my life been made to feel so insignificant as a customer....anywhere...and Im a patient person and understand that things happen. Robert McMann, I don't know what you have to do to right this ship, but this service department needs to go and there needs to be a complete change in culture and attitude. Brian Mulheran - 2008 F350 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, friendly service and easy to check in and out. Gage Rhoden was friendly and kept me updated on the progress of the recall on my Ford Escape. I had a 7AM appt and my car was ready for pickup at 9: Gage Rhoden was friendly and kept me updated on the progress of the recall on my Ford Escape. I had a 7AM appt and my car was ready for pickup at 9:15AM. Great! 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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Was very happy with Gage my Service writer. I was amazed how fast my car was completed. I was amazed how fast my car was completed. More

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My new "21 Lariat was subject to a Driveshaft recall. Even though Phil Long is clear across town for me I took my truck there - as I have had consistently great experiences with them. Due to the Covid Even though Phil Long is clear across town for me I took my truck there - as I have had consistently great experiences with them. Due to the Covid issues with manufacturing and shipping, I was told it might be a few weeks until the driveshaft was delivered to them from Ford. While a new driveshaft was being ordered, they provided me with loaner vehicke and kept me advised of the status of my truck very few days. Once the driveshaft arrived from Ford, Service Advisor Gage Rhoden made sure my truck got priority status and the driveshaft was installed that day, I was able to retrieve my truck later that afternoon - a full 3 weeks earlier than expected! I am very happy with the service I received and will definitely continue to make them my preferred dealer. More

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In mid Feb 2022, I had my F150 in to have the heated seats fixed. I was asked to bring my vehicle in on Tues. It was Friday before anyone looked at it. Then it wasn't until the following Friday until i seats fixed. I was asked to bring my vehicle in on Tues. It was Friday before anyone looked at it. Then it wasn't until the following Friday until it was repaired and only then because I requested a followup. I received almost zero updates the entire 2 weeks unless I called and asked for one. Very frustrating. I do acknowledge the service person assigned had a family death during this time and that impacted their work. In these cases management should step in and reassign work so the employee can focus on their family. Again giant waste of my time to have the vehicle at the dealer for a week before anyone looked at. Just tell me when you can look at it and I'll bring the vehicle in at that time. Covid makes for tough times but that was kind of ridiculous. More

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Misleading Communication & EfficiencyI dropped my car Misleading Communication & Efficiency I dropped my car off Sunday 1/30/22 for it to be worked on Monday morning. Almost two months previous 11/15/2 Misleading Communication & Efficiency I dropped my car off Sunday 1/30/22 for it to be worked on Monday morning. Almost two months previous 11/15/21 I made my apt with Gary and he informed me that was the earliest they can get my car in to work on it. He also told me that my SUV would be done by Wednesday 02/02/22. On Tuesday, the second day they should of worked on my car I called to check up on the progress. The person I spoke with said there were no notes made on my car. I was told that Gage would get back to me with the update. Gage called and that they couldn't work on my brakes that we're recalled because they don't have the parts. Why couldn't they have told me that before I made the apt? He also said I should of received a letter from ford with the date to bring in my car to be worked on for the brake recall. I wrote back that the Ford letter was in my glove box and feel free to open it. I was never written back that day. Wednesday 02/02/22 I received a text message from Gage that said this "Hi this is Gage at Phil Long Ford Denver. I am waiting for your car to get into the shop and get looked at. Once I find out what is wrong with it I will let you know. I am hoping it will get into the shop later today or tomorrow. Thank you Reply STOP to OptOut." At this point I'm pissed. They haven't even worked on my car yet. I was told my car would be done on Wednesday and now it's looking like Friday. I asked about a loner car and was denied because they won't have them until April 2022. There was a crazy snowstorm last night 02/02/02 and I don't have a vehicle to get to work. Gage offered to drop my never-worked car later that day. Phil Long Ford Denver forced me into a stressful predicament with no car and gave me the runaround. They never looked at my vehicle and it was for a brake recall and other important issues (alignment/acceleration). I made another apt in two weeks so hopefully things run more smoothly and efficiently. More

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The service was excellent and the waiting time was less than I expected. Professional staff. than I expected. Professional staff. More

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Thank you, Steve. Chelsie and your mechanic did a great job getting the brakes replaced. job getting the brakes replaced. More

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