Gary Smith Ford

Reviews 3

A

A Private User

Concerning their Service Department: Ouch! I made an appointment via the telephone for my red Ford Taurus (youll need to remember that for later) and arrived five minutes prior to my appointed time. There were three Ford customer service reps (CSRs) sitting behind the counter busily shuffling papers or answering the telephone. None of them acknowledged my arrival. Eventually one of the CSRs asked if he could help. I told him that there was slightly over 100,000 miles on my car, it had not been serviced since 55,000 miles (other than oil changes and tire rotations every 5000 miles), and that there was an engine icon illuminated on the idiot light panel. The CSR recommended a 90,000 mile check coupled with a spark plug change that was recommended at 100,000 miles for a total cost of $749, and that they would check the engine icon discrepancy. I approved his recommendation EXCEPT for the oil and filter change and the tire rotation because I had done that myself less than 50 miles ago. I specifically told him not to change the oil and filter or rotate the tires. I received a call later that day to say that the servicing was complete and that they had determined the cause of the engine icon discrepancy. I told them to hold off on fixing the discrepancy reflected by the engine icons illumination and arranged to pick up the car the following morning. Now the circus really began. When I arrived to pick up the vehicle, my CSR-- the same CSR who quoted me the service costs the previous day, presented me an invoice for nearly a $1000. So I asked him what they had done to cause the quoted price of $749 to now be nearly a $1000. Well, he said that it was $749 for the service, plus $90 to determine the cause of the engine icon illumination, and tax. I shrugged and offered that the math still didnt work. Realize that the invoice he is reading is pre-printed, it is not him doing the math. It is Ford trying to charge me nearly $1000 for $850 of work plus tax. So my CSR mumbles something, reprints the invoice and now it reflects my final cost of $899.72. Frankly, I dont know what he changed on the invoice to arrive at the new cost. My CSR politely walked me to the cashier where I paid the invoice. I waited outside the dealership for them to pull up my vehicle, and my CSR delivers to me a black Ford Flex. Cool, I tell him, because I rented one once and liked it, but my vehicle is a red Taurus. I chuckle as I write this feedback. Can you imagine the scene when they would try to find the black Ford Flex for its rightful owner? I cant speak for the maintenance itself, I can only hope that the actual maintenance was done well, but every other part of the experience shouted "customers beware." Other than the nice lady who handled my money, I cant think of a single reason why I, or anyone else, would trust their vehicle to this dealership.

MI

Mike Price

The service department is by far the worst Ive ever dealt with. The service manager is completely incompetent. I had my new F150 Lariat in there 7 times in the past 6 months and never were able to fixed anything. The breaks were grinding shortly after purchasing it and the service advisor told me they are organic and is normal on the F150. When I went in 3 weeks ago, I was greeted by the service advisor by saying "I cost him a lot of money with my negative survey". This is how they greet a customer? I was there because several electrical features were no longer working. After spending close to 3 hours there I was told it was due to a bad module that theyd have to order. The following week I was called and told the part was in. I made an apt for the following Friday. Upon my arrival, I asked by another service advisor if I had an appointment because I didnt have one listed. I had to wait till the guy I had been dealing with came back to the desk. He asked what I was there for again and I advised the module. I sat in the waiting area for 2.5 hours and he came out and said they ordered the wrong part. I actually question if they even ordered the part,being as the service advisor apparently never actually scheduled the appointment. The advisor said the correct part would be ordered and should take a day or two and hed call when he came in. Its been over a week and I never received call. I tried to contact the service manager and never received a response. I then called their corporate office and they contacted the service manager (Jeff). He lied about several things, which doesnt surprise me but then advised they wouldnt service my new vehicle. Apparently, they never even ordered the module. Im glad I found this all out now as my wife has been dealing with one of their sale reps looking at a Ford SUV. I advised their GM today that she will not be purchasing one from this dealership when their service department is this horrible. Prior to ever even taking my truck here my neighbor advised me against taking it there. He said he had an alternator replaced there once and two months later it died in Panama City. He told me when they looked at it they found it wasnt replaced with Ford parts, which he had paid for. I figured Id give it a chance since they are the closest dealership but I should have listened. Update, I went to World Ford in Pensacola. The service is completely different. I was given a rental vehicle while the part is being ordered. The service is like night and day. I dont know why I wasted my time with such a horrible dealership. Wish I knew this from the start but hopefully I will save someone else the trouble.

BR

Brad P

I am going to spend the least amount of time as possible to express my disgust of my experience at Gary Smith Ford in Ft. Walton Beach. I was interested in a particular truck that a salesman showed me, (good salesman, Steve A.) unfortunately he is managed by what I would characterizes as shady used car salesmen. After some back and forth I negotiated an out-the-door price, meaning tax, tag, registration, vehicle prep, etc, included. The financing was not going to be able to be handle the same day, so we agreed to follow up tomorrow on the deal. On exit I wanted to confirm with the General Manager what we agreed on, the GM who on this day and the day I came back to purchase the vehicle, for some reason represented himself as "just another salesman", which after the 3 days I have wasted talking to this dealership, he is definitely the GM. I can only assume, he does this so he bears no responsibility for the operation they are running. BTW, he never gave me his name but hes 58", short gray hair, stocky build. The following couple of days I talked with the finance manager Steve and finally got approved which I again confirm agreed price and terms. So I take a half of day work off to come purchase the truck. When I get there I confirm again with the GM that the price and terms, and specifically asked him about the down payment, which he assured me would be taking off the agreed price (like any down payment works). We get to the office, after signing a bunch of supplementary documents the finance manager Steve ask for the $3000 down payment check, I asked to see the contract first which I guess is a shocking question, because he acted shocked. He shows me the contract and there it is, are you kidding me. The price was $36,899 not the $33,899 I had negotiated and repeatedly confirmed. They were tacking the so called Down Payment on Top of the negotiated price. When I voiced my dismay the finance manager Steve started basically yelling at me then the so called "just another saleman/GM" comes in and they both continue to talk nonsense. Unbelievable. Total Sham. Apparently the way they do business is lie to you as much as it takes to get you in the office with a pen in your hand assuming you will sign whatever they hand you. This is a disgrace for what I think is an awesome company, Ford. I assume this is the way all Gary Smith dealerships operate. I hope anyone has a similar experience complains to the Ford Company directly which I intend to do.