Quick Lane® Service & Parts at Planet Ford Dallas

I scheduled an appointment for 12:30 and received multiple text reminders leading up to it. I arrived at 12:20, checked in, and stood there while several service members looked up at me but never offered to help. Finally, I asked someone what was going on, and I was told, "Oh, he's at lunch. He should be back around 1:00. You can go wait." Apparently, my time isn't considered valuable. If the person handling my appointment was going to be unavailable, why schedule me for 12:30? Even more disappointing, not one service member stepped up and said, "Let me help you so you can get on your way." Great customer service is about respecting people's time, communicating clearly, and taking initiative. Instead, it felt like everyone was simply waiting for the clock to run out rather than going above and beyond to help a customer. Update: I want to recognize the service manager for how he handled this situation. He came over, introduced himself, and explained that he had reviewed the video of me standing in the service area without anyone offering assistance. He apologized sincerely for what happened. What impressed me most was that he didn't make excuses or shift the blame. Instead, he addressed the issue with his team and used it as a coaching opportunity to reinforce the importance of customer service. That's what true leadership is about—taking ownership, holding people accountable, and helping your team improve. The experience I initially had was disappointing, but the way the service manager responded restored a lot of my confidence. Every business will have issues from time to time. What matters is how those issues are handled, and in this case, the manager demonstrated the kind of professionalism and leadership that customers appreciate. I will be back to this location.

Worst inspection I’ve ever had. This place tried to scam me. I had 3 warning lights on (brake, ABS, etc.) and their scanner showed no error codes. They kept my car for 2 days and came back with a quote of $1,200 to replace the instrument cluster “just to turn the lights off,” plus $5,000 in other “repairs.” I went to another mechanic and he fixed it in 20 minutes: a loose fuse. He pushed it back in and all the lights turned off. I paid $119 for a useless diagnostic and wasted my time. Avoid this shop.

I took my pickup truck in for a routine maintenance and service visit, and everything from drop-off to pickup went very smoothly. Ms Raya was extremely helpful, kept me updated on the progress, and coordinated both the drop-off and pickup efficiently. I truly appreciated the excellent customer service. I would definitely return to this place for future maintenance visits or if I have any issues down the road.

Check engine light came on so I took the vehicle in. The staff were friendly and accommodating. However, they failed to diagnose the full issue upon initial review, and strongly recommended “essential” fixes that weren’t directly related to the actual problem with the vehicle. They weren’t clear in explaining that these additional fixes weren’t associated with my check engine light. I ended up spending a significant amount on these other issues and they were unable to fix the core problem so I left with the check engine light still on. While they were friendly in person, communicating with them throughout the week was difficult and they weren’t as responsive as I would have liked, especially with the complicated situation.

Colton was very helpful throughout the service process and kept me informed along the way. The service itself took longer than I expected, but the staff was accommodating and worked with me to make things right in the end. I appreciated their willingness to help and their customer service. Overall, a positive experience.