Ford Service Center

Update: Ford generally represents American and made in America. This dealership somehow gave the same feeling as soon as as i stepped in. Definitely recommend, service is extraordinary. Staff was so helpful and helped me with everything i ask for over a phone and text. Went for a service today. Process is fairly organized. Good lounges to work while car being serviced. They do serve some snacks like popcorn, Starbucks drinks etc.

I’ve been having countless issues ever since I took my car to get a key fob programmed. They ended up having to keep my car for an entire weekend because somehow my ac and light went out because of “electric issues.” Fast forward to my first oil change somewhere else. All I did was get an oil change and my light is out again and my car won’t blow warm air. I’m still experiencing issues. When I took my car back in the guy at the desk (different guy) was super rude. I didn’t feel comfortable calling back ; mainly because of him. When I asked for a call back from a manager: I never got one. I asked for a price estimate to get my car fixed: and I never got that either. This has been a huge headache; no resolution . I’m starting to really regret buying this car. I don’t know how to just have a normal functioning vehicle. Also- If you need anything small done; forget about it. You have to leave your car there for several days for them to fix something stupid like a light bulb. I’m just so unhappy with everything. I hope no one else has to experience this or them!! Think twice before coming here. There may be better service centers, but this one is a scam. My key battery died a couple months later after they changed the battery and programmed it. I had a key battery for like 5 years before that needed to be done. Just awful and scammy place. My dog would probably do a better job at fixing my car than these people. Oh wait, this statement is already true, because nothing has been fixed and I had to pay for a new key fob battery after two months. This place is the absolute worst !

Update… after a couple weeks away and a few conversations with Billy we worked out a solution to get the moonroof fixed, hopefully for good. They were easy to work with and had good communication. I appreciate Billy and Mark for working through it with me to get it fixed.

Normally dislike dealerships. But this place was very different. A team of employees that seamed happy to help. Not pushy or demanding. Several different managers introduced themselves and offered assistance. Pretty good bait and switch on price. Not at all what was advertised. Plus $2000 “paint protection”. We walked on the price. Still give them a good rating for how pleasant and non-pushy.

They are doubling their prices and justifying the price hike with worse services. This place used to be Nalley's Ford at Sandy Springs. I have used them for maintenance and services on my 2013 Ford F150 since I bought it back in Q4 2013. The team of Nalley’s was friendly, knowledgeable, and efficient. Their charges were reasonable compared with other Ford dealers I tried. However, ever since Jim Ellis took over a few years ago, the deterioration of service quality and hike in prices are noticeable. It reached the breaking point for me today. I made an appointment online about a week ago. There are some water leaking issues with my truck. Its engine oil needs to be changed, and the rear brake pads need to be replaced. I noted in my online appointment that I need to confirm how long I need to wait and if they can address the problem. The girl who called to confirm my appointment said that she would make sure the team is ready with parts to address the leaking issue. She told me that they couldn’t provide a loaner car and their shuttle won’t go out farther than 12 miles if I need a ride. When I arrived at the service center on time this morning, three gentlemen were at the service desk. One was with a customer, and the other two were just standing there as if no one just parked a full-size truck in front of them. I called one of them over and told him that I have an appointment for the three issues that I logged online. He immediately told me I must come in on Monday to repair the water leaking issue because their contractor partner won’t be here on Friday. Why can’t they tell me earlier when they called me to confirm my appointment? I told them not to worry about the water leaking problem for today. Just change the engine oil and replace the brake pad. After about 2 hrs of waiting, the service desk gentleman came to the waiting area and told me that I need to have my truck’s air filter replaced. I know I just replaced it two days ago. How come? After a brief chat with his technician, he came back and confirmed that it was a mistake. At that point, I can’t help but wonder how they did their multi-point check. After another two hours of waiting, I was told my truck was ready. The total charge is $500+. Using a 15% off coupon they sent me, I was able to save a bit and paid $463 in total. When I finally got my car after their complimentary car wash, it was 12:40 PM. Seriously, for a job that other places can get done in 1 hr, I had to wait for 4+ hours and pay probably twice as much. I know that inflation is driving up salaries and operation costs. I’m ok with the necessary price hike. However, please do your job well first to justify such a rip-off. I have been planning to replace my 2013 F150 with a new 2023 version this year. I think Jim Ellis Ford just successfully convinced me that I should look for another Ford dealer, for the new truck as well as its future services. Great job!