Quick Lane at Tommie Vaughn Ford

Came on a Saturday. They were slow. Had 5 techs standing around the garage doing absolutely nothing. Most places make a 5 minute oil change. This place is home of the 5 hour oil change.

The special advertised through the Ford app was not honored when service was completed on my car. I was not happy that I did not receive the advertised price because it seemed directly marketed to me and my car profile. They did find a nail in my tire and gave me an estimate for patching the leak before repair, and it was reasonable.

A 4 hour visit to the Tommie Vaughn quick lane resulted in significant damage ($2,000+ estimated repair; more than the car was even worth) to the backside of my Ford Focus. The Tommie Vaughn reps made no mention of this damage upon picking up my car, which cannot be missed as shown in the attached pictures. Will not be returning to either the Tommie Vaughn Ford dealer, Body Shop or Quick Lane after my recent experience. It is impossible that a camera nor a human saw the accident occur, given the small footprint of this facility and size of the damage. I met with the service rep, service manager, and even the owner who all refused to take any responsibility for the incident. The service manager tried to push the entire event off by not returning my calls, leaving me to initiate all conversation. I asked if they would simply meet me in the middle for a mere rebate on my (overpriced) service, and the service manager said "We will not do anything." This is all after they tried to claim there was no obstruction in the facility with the same color as the scrape and dent on my car (red i.e. the same color as the red poles on the premise). The color scrape was the same diameter as the entire dent on the car, undoubtedly proving that the incident occurred on their property and from a single incident. The most stressful facet of this experience was that I was trying to sell this car at the time to trade in for a vehicle for our expanding family as I am pregnant. When (a month+ later) I was able to sit down with the owner, I was offered a gift card to their Quicklane for future service. Laughable considering I would NEVER take my car here again and because I had already purchased a new vehicle by this time. The negligence of this facility regarding care of my car while in their possession and attempts to push off my incident or sweep it under the rug was incomprehensible. The dent on my car came on the heels of my standard oil change and repairs to my car running up a $500 bill, because they did not share an estimate of these repairs while in possession of my car before completing them. I should be able to trust my dealership to provide obvious upfront information regarding repairs to my car; no upstanding dealership or maintenance center performs repairs at that amount without providing details of the repairs with estimates. Just another example of poor customer service. If you want your car to be cared for and provide honest, transparent service, I would strongly recommend going anywhere else. I will be transparent in that this incident occurred months ago. At the time I thought I would let my emotions simmer before posting the review. Also being pregnant during all of this was an added stressor. I still would hate for someone to go through the months long saga and run around that I did.

Prompt and efficient. Offered to use my Ford points instead of cash without me asking. The inspection part was real. They caught something the original dealer missed. Great communication.

I have been coming here for almost a decade. Without exception, every single time I come in I am greeted with a smile. The advisors remember my name and ask how I’m doing. The service is quick and thorough. If I need additional services, everything is explained to me. I have to mention Lisa as she treats me like a friend each time I see her. She is not only personable and caring, she is exceptional at her job. Thanks to Lisa and to Tommy Vaughn Quick Lane!