Ford of Smithtown Service

WELL THEY PICKED UP MY CAR FOR A RECALL ON MAY 14TH . SINCE THEY HAD IT I ASKED THEM TO FIX THE DRIVERS HEAT SEAT AND THE RADIO AND A/C BUTTONS/ KNOBS WERE NO LONGER WORKING. IT IS NOW JUNE 2 AND I HAVE HAD TO CALL THEM EACH TIME AND THEY TELL ME THEY WILL CALL ME BACK. NO WONDER THEY DO NOT GIVE LOANER CARS THEY WOULD HAVE THERE ENITE STOCK OUT AND THEN SOME.

We lost our back-up key for a 2022 Ford Edge. They made an appointment for me to come in and buy/program a new one. When I went there, Ford told me they never even had the key in stock and needed to reschedule. I made a new appointment and came back a few days later. The second time, they told me the key itself would cost $250 and the programming of the key would take at least an hour. So, an additional labor cost of ~$250. Total of ~$500. I told them that was ridiculous and embarrassing. I walked away and they didn’t even try to negotiate. Took the car down the street to a locksmith. New key with programming cost me $180. Always a highway robbery with the service department.

I have used Ford of Smithtown Service for years. The mechanics always come through regardless if it is routine service or a complicated issue. Overall an excellent experience.

The absolute worst experience I have ever had at a service department. Brought my brand new Bronco in for a recall. Sat in waiting room for over 5 hrs before I finally got someone that doesn’t even work in the service department to check the status of my vehicle. At hour 6 I was finally told that it was in the middle of a 7 hr recall software fix. No one told me that the recall would take 7 hrs. I will NEVER use this dealership again. I suggest you don’t either.

My Truck has been sitting at Smithtown Ford for over a month with zero updates. Not one phone call to explain the delays, not even a quick check-in to let me know they haven’t forgotten about me. For a dealership that carries the Ford name, this level of disregard is shocking — and it makes me question how much they value their customers. What’s worse is that the person they’ve chosen to put at the front line of customer service, Joe, seems more interested in getting loud in the office with coworkers than actually helping the people who walk through the door. He has a knack for making dismissive, rhetorical remarks, as if my concern for a month-long delay is unreasonable. If that’s the standard here, then Smithtown Ford needs to take a hard look at who they’re letting represent their brand. Customer service isn’t just about fixing a vehicle — it’s about communication, professionalism, and respecting the people whose time and businesses are on the line. Allowing someone to operate this way doesn’t just hurt customers; it drags down the reputation of the entire dealership. Smithtown Ford, you should be embarrassed to have your name tied to this experience. Do better.