Towne Ford Service

All I ask for is communication. I understand that repairs take time, parts need to arrive, and diagnosing issues can be a process. But after recently moving to the Southtowns, I was hoping for a better experience with a new service center—and was disappointed. I went two full days without any communication from a service advisor and didn’t even have a name or direct contact. Calling and pressing “2” for an update got me nowhere—no one ever answered or returned my voicemails. It took a call to the service manager just to get an initial response. Once my repair was approved by warranty, I heard nothing again for five more days. When I finally stopped by the dealership in person, I found my truck parked in the back of the lot—and learned that the service advisor I had been working with had left the dealership days earlier. No one contacted me to let me know or to introduce a new advisor. I left another voicemail for the service manager, which again went unanswered—though someone else eventually called me back, offering little detail but at least some communication. When I finally got my truck back, the rear differential was improperly sealed, causing fluid to leak all over the street in front of my house. To their credit, they immediately towed the vehicle back and repaired it at their expense within a day. But by then, the damage was done. I shouldn’t have to beg for basic updates or clarity about who’s handling my vehicle. Communication is everything, and unfortunately, that’s where this service department fell short.

Honestly I don't understand the negative reviews. Been coming here for 4+ years with multiple vehicles and it's been very good. Service staff is awesome, communicates well and seems to be very honest. I love this place, and I don't get ripped off. I've only ever had positive interactions with everyone, it's pretty easy to get in an out - and the waiting room isn't terrible if you stay. I'll keep buying cars here and keep bringing them back for service. I don't think you can go wrong.

I’d give 0 if I could. Long time customer of theirs, have given them a ton of business and will no longer after this visit. Brought my truck in for an oil change, recall and an issue with my headlights. Explained to them very carefully what was happening. Truck has a Ford Bumper to Bumper Warranty. They charged me $200 diagnostic fee to visually look at my truck and blame things to justify the issue instead actually trying to fix the problem. Absolute waste of time and money. Go somewhere else.

Showed up to my appointment on time, the minor service my car needed was quick (under the estimated time frame) and the customer service experience was great. Very happy

Absolutely terrible Customer Service. I would give 0 stars if it let me. I made an appt about 2 weeks in advance to take care of a wiring harness recall, cabin air filer and battery test on my work truck. I was scheduled for Tuesday morning so for convenience, I dropped it off on Monday night. At drop off they told me it would only be a few hours, and they would call when it was finished. Tuesday afternoon when I called to check on progress, I was told they had not gotten to it yet, but it would be finished by end of day. On Wednesday morning after zero communication, I called again and was told it would be finished by end of day. Wednesday evening when I called before picking it up, they couldn’t find any of my paperwork or appt and had not even touched my truck. Thursday was Thanksgiving holiday, and they were understandably closed but they assured me my truck would be done on Friday. On Friday they did begin work on my truck, but it took them an additional 24 hrs to process billing due to the fleet service. On Saturday, no one was answering the service phone and only after I got someone from the parts dept to physically walk over did I get someone on the line to know the work was completed. From start to finish this was the worst communication and customer service I have ever received; in the 5 days they had my truck I never received a call, a call back I was promised or a reply to any texts sent on their Service text line from Alexis C. I do not recommend Towne Ford to ANYONE and will make sure that our company does not use them again!