Keith Black

Oil Change & Tire Rotation Keith Black, Service Advisor, did a great job of keeping me informed of status and an additional item that needed attention. Service is why I continu Keith Black, Service Advisor, did a great job of keeping me informed of status and an additional item that needed attention. Service is why I continue to use/recommend Russell & Smith. More

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Fast and reliable Service was fast and great never have any issues when i bring my fusion for a oil change will always bring it back for my oil changes Service was fast and great never have any issues when i bring my fusion for a oil change will always bring it back for my oil changes More

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Service I thought Keith Black was very helpful and patient in helping me. I called day before I took my car in at 6:00 oclock and he answered and helped me. I thought Keith Black was very helpful and patient in helping me. I called day before I took my car in at 6:00 oclock and he answered and helped me. More

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Front Brakes and Broken Lock Brought in my 2015 Ford F-250 for service. I was in need of brake pad replacement and a repair to my drivers side locking mechanism. I called an Brought in my 2015 Ford F-250 for service. I was in need of brake pad replacement and a repair to my drivers side locking mechanism. I called and spoke with Keith Black and explained my truck's needs. He explained pricing and time needed to make the repairs. Once I brought the truck in, I dropped it off. Mr. Black later called me to re-verify pricing and service needs. My truck was repaired and I am happy with the job done on my truck by the service technicians and also the customer service provided by Mr. Black. Any other repair needs that arise, I do intend on bringing my truck to Russell and Smith Ford for repairs. More

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Great! I go in and out quickly. I recently had oil change and state inspections and service was quick and customer service is great. Nice employees and it is I go in and out quickly. I recently had oil change and state inspections and service was quick and customer service is great. Nice employees and it is very convenient i live right around the corner. I don't have to travel too far. More

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Excellent customer service going above and beyond all my expectations. I didn’t even purchase my 2015 Mustang here but this service department has treated me much better than th going above and beyond all my expectations. I didn’t even purchase my 2015 Mustang here but this service department has treated me much better than the service dept where I bought it brand new. I’ve never experienced a faster drop off and pickup and my service manager went to great lengths to cover my repairs under warranty. Fantastic place!! More

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Terrible. Disgusted!!! 8/21/18 (Tuesday) Truck oil light came on and I had my truck towed to Russell and Smith Ford and spoke for Service Advisor Keith Black approximately 8/21/18 (Tuesday) Truck oil light came on and I had my truck towed to Russell and Smith Ford and spoke for Service Advisor Keith Black approximately 9am. He informed me he would call me back later that day or early Wednesday with diagnosis and cost. 8/23/18 (Thursday) After numerous calls to Keith Black, I went to Russell & Smith Ford at approximately 5:30pm to see what is going on with my truck. Keith Black informed me, it was the oil Pump and I needed another one and it leaked oil in the engine and damaged the timing chain and other mechanical parts I cannot remember in the engine. He told me the repair and labor should be about $2500.00. He informed me it would be ready by next Tuesday. 8/28/18 (Tuesday) Again after numerous call to Keith Black I had to go up to the dealership due to no response or call back at approximately 5:30pm, and see why my vehicle is not fixed. Keith Black informed me that they had just gotten to it and it would be ready Thursday. I immediately informed him that I was starting vacation and I had a memorial service for my Farther in Louisiana on 8/30/18 and I had planned to leave Wednesday night. He informed me that my Truck will be ready Thursday. I then informed him I would be there Thursday afternoon with my things ready to pick up my truck and get on the road. 8/30/18 (Thursday) Approximately 2pm Thursday afternoon, I came to the dealership to pick up my truck. I asked for Keith Black and went looking for him. He told me my truck was still no ready and I asked him why didn’t he call me instead of have me come there from La Porte for nothing. I told him this is costing me money and wasting my vacation time. He said tomorrow, Friday, it will be ready. I told him I was coming with my things ready to get on the road. 8/31/18 (Friday) Approximately 3pm Friday afternoon I came back to the dealership, due to no response from Keith Black. I was dropped off with my luggage ready to pick up my truck and get on the road. Keith Black then told me they rushed my truck repair and somehow the starter got messed up and he would not charge me labor if I paid for the part about $150.00. I told him do it and get my truck running. In the meantime I need to get on the road to Louisiana. He then got Shane Worsham involved to get me a rental vehicle. Shane Worsham didn’t want to give me a rental but Keith Told him I needed a vehicle due to him promising me my truck would be ready. Shane then told me make sure I was back on Monday and they would have my truck ready. I told him Monday was a holiday and he said that they will be open and someone will be there. 9/3/18 (Monday-Labor Day) After cutting my holiday weekend short, I drove back from Louisiana to the dealership and as I suspected, no one in the service department was there. I then went into the new car show room and asked for the Owner. I was directed to Sam ---------- who informed me that he would email the Service Director, and General Manager about my situation and asked for my contact information and email to include me on the email. I then left. 9/4/18 Tuesday I went back to the dealership expecting my truck to be fixed. Again I was told by Keith Black that is was not ready and it would be ready Thursday. I left visibly upset. 9/6/18 Thursday I was called approximately 4pm on my mobile phone by Keith Black and informed my vehicle was ready. I picked up my vehicle at 5:30pm and informed by Keith Black that it was good to go and he drove it for about 20 min with no problems. I then drove to my job to pick up my laptop. On the way there I noticed it was not getting power when I pushed the accelerator. Then about a mile further up the road the check engine light came on. I was at my job then. After I picked up my laptop, I headed back to the dealership. When I got on Main St from OST the engine started making a weird clanking noise. When I got to the dealership I parked my truck in the service lane and picked up the rental keys off of Keith Black’s desk and left him a note to call me. 9/7/18 Friday I was called by Keith Black to bring in the keys to my truck. When I got to the dealership I went directly to Shane Worsham’s office and asked him if he had a second to come look at my truck with me. I told him about the check engine light and the weird clanking noise coming from the engine. When I popped the hood we both noticed the Engine cover cove was not replaced and the under carriage place was missing as well. He informed me he would handle the repairs himself. He called me later in the day about 3pm and informed me that the original issue was misdiagnosed and he was going to refund my payment. He then told me that he will find out the real problem and get a quote for me to get if fixed. He told me he would call me Monday with a diagnosis and price quote on repairs. 9/11/18 Tuesday I emailed Shane Worsham inquiring about the diagnosis and quote for repairs. He then emailed me saying, “I will have Keith call you now with the estimates. My apologies!!” 9/14/18 Friday 8:16 am I missed a call from Shane Worsham. I returned his call at 8:38am and he told me to tell him which engine I wanted to tell him when to deliver the truck. I told him no one called me and this is the first time I have heard about an engine for my truck. He told me Keith email me and I should have gotten the email quote. I told him I would get back to him that I had to check my email. I returned to the service dept after work and asked if my truck was covered with the 36 month unlimited mile warranty? Shane told me that the quotes were for new engines because at this point I needed a new engine. I told him $3600 is all that i have because they messed up my engine. If you completely broke it you should completely fix it. I was informed that i can either buy a new or used engine less the $3600 i have already paid and come pick up my truck. I told him to put my truck back together and refund my money and deliver it to my home address and then I was told they don't have towing service and I would have to tow it myself. 9/28/18 My truck is ready to be picked after going up there every day to check if I could pick it up. I paid a towing service to pick up my truck and tow to my residence. Now I don't have transportation and I will tell anyone else to stay as far away from Russell and Smith service department as possible. The don't respect your time , and money and don't deserve any business. More

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A++++ I will come back to this dealership every single time because of Keith and Bryan in service. They are hardworking, personable employees who strive to I will come back to this dealership every single time because of Keith and Bryan in service. They are hardworking, personable employees who strive to not only get things done quickly but go above and beyond to make your experience great including trying to get to know every customer personally. I know this business must not be easy as people who’s cars have broken down can get very frustrated with the person on the other end but these two are wonderful and professional every time. 10/10 recommend. Thank you More

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2015 Ford F-150 w large service ticket I had written a long paper list of issues (10+) I was having with my 2015 F150 that would of given any regular service advisor a huge headache and nig I had written a long paper list of issues (10+) I was having with my 2015 F150 that would of given any regular service advisor a huge headache and nightmares. Keith Black took it as a professional challenge to make sure they would all be taken care of.... and they were. Keith was very knowledgeable and more importantly could multitask these issues with 100% resolution. I’m now going to purchase a Ford premium extended warranty and continue using your dealer for future repairs 100% due to this experience. I have been to plenty of area Ford dealers and will now use R&S as my main spot. More

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Bad Experience - look for another Ford service center Their system for serving their customers is messed up, long hold times, confusion, poor customer service, no internal communication it is amazing that Their system for serving their customers is messed up, long hold times, confusion, poor customer service, no internal communication it is amazing that they get any decent ratings. I am in search of a new Ford Dealer to service my car and I have purchsed (5) vehicles from Russell Smith Ford - no more due to their lack of concern in the service center. More

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