Bill Brown Ford

Reviews 3

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Piotr Wysocki

Short version: Took car in for some minor issues, had an excellent experience, took care of my issues, and def will be making them my new servicing dealer since they are close to my house. Long version: took my car in for several little nit picky things at 27k that I wanted to make sure werent gonna get worse/wanted addressed before I get close to the 3year/36k warranty was up and too late...one issue, was a grinding noise at higher speeds when I hit the brakes to slow down (thought it may have been a bearing going out), rear shocks inspection because Ive heard and seen several 2g fusion have them go out within the first 36k miles, a sporatic 2-3 transmission shift that I figured Id have looked at (wasnt bad at all, but once in a while it would creep up), and a ringing/tapping noise under driver side that can be heard once in a while when driving next to a wall that would echo...they indeed found out that the grinding noise wasnt a bearing but my rotors in font were a little warped/had a tiny bit of run-out causing the humming/growling when brakes were pressed but didnt produce brake pedal feedback like typical brake run-out. They resurfaced all 4 of my rotors and freshened up the brake pads and now no more noise and solid braking again like new...the transmission in fact had an update needed for the software (already had one, about 9ish months ago) which now the car shifts solidly and feels snappier between shifts and with a light press of gas, more eager to downshift and go. The ringing under the car hasnt come back after they inspected it thoroughly underneath and the rear shocks checked out fine, no sign of leakage or failure. The service writer I dealt with, Martin was awesome, kept me up-to-date with a call every day at 3pm towards end of day on where the car was, what stage, what they found/didnt find, and who/what dept was working on my car nextfor the various issues I brought up. Along with the great updates, bill brown/service dept put me in a rental for the 3 days my car was in, found that my lug nuts were swollen (common issue for lug nuts with the aluminum caps) and replaced all my lug nuts under warranty.... I know I may not have taken my car in for any major work/big money maker work but Im very impressed how they handled my concerns and the work....I highly recommend taking your car into Bill Brown ford for service/warranty and maybe even working with Martin himself. Its the little things that made the experience that much less of a chore, everything went smoothly and car feels all around better after the addressed issues. Figured Id relay my experience in case anyone in the metro Detroit area has had a bad experience or less than optimal warranty process on something....as it was said to me....."the techs dont make money if they dont do the warranty work, to make the customer happy and take care of anything that needs to be taken care of, especially under warranty". Sorry if long winded but wanted to paint a complete picture of my experience in hopes that it helps someone.

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Brian Tam

I bought my 2015 Ford F-150 Platinum from Bill Brown and it was due for the first oil change. The purchase experience was great and I would buy from them again. As far as service, I dont think I would trust them to touch my vehicle again. I noticed on the paperwork that the paperwork stated the oil used was 5w-20 synthetic blend. The correct oil should have been 5w-30 and I specifically requested that full synthetic be used. I called the dealership and the technician said he swore he put 5w-30 full synthetic in my truck, however, if I was still not satisfied, then they would do the oil change over again. I told them I would like the oil changed and returned two days later. When I returned for my replacement oil change, I could tell that the CSR was annoyed that he had to do the oil change over since the weight was not a drastic difference and the technician, again swore the correct oil was used. He was professional, but not really understanding of why I wanted to have the oil changed out. This is why: First, my problem is with the process of how work is completed. If an order is written by the CSR and the technician does not even read it to know that there are specific instructions, then they are just doing whatever they want and believe the scope of work to be. That is a huge problem. Second, what if I had actually requested a 5w-20 synthetic blend as oppose to the Ford recommended 5w-30 and the requested full synthetic oil be used? Since the technician claimed he used the correct oil, they basically admitted they do not read or care what the CSR puts in the paperwork because he did what he wanted anyway? Further, how did he even know I wanted 5w-30 full synthetic since the paperwork stated 5w-20? How could he "swear" over the phone two days prior that the 5w-30 full synthetic was used if there was no way he could have been aware of it since it was not in the service write up? Lastly, I watched both oil changes. The first being that I was curious. The second because I was not happy. The first oil change the technician used oil that came from a silver container. The second oil change the technician used 6 individual red quart containers. So much for swearing the right oil was used. I understand mistakes happen. Lying to a customer should never happen.

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Robert Lucia

Bill Brown Ford,, Let me tell you,,,, I have leased my cars since 1984 and I have been to almost all the metro ford dealers at one point. Because of certain qualities I stayed and purchased/leased as many as 4 cars from the same dealer because I thought I knew good service. Not until I brought my leased escape to the service department at Bill Brown Did I really get to experience sincere, truly genuine Ford employees. From Jason Ellsworth down to Joe, Martin, Sean Mike and the girls. This is only the ones that I know there are other great staff members in service I just have not met them. Everytime I had a dilemma These guys greeted you as you drove in assured you all will be ok and then not only made you feel special but put at ease whatever anxiety you might be feeling. These guys go way beyond their call of duty to satisfy the customer. Whenever I have been there not only do they take time from their extremely busy day to say hello to you but they show a genuine concern for you and whatever problem you may be experiencing. I have never been to the service dept where I did not see Jasons sleeves rolled up and working right beside his staff. I have experienced service from different companies, businesss including my own and I cant name anyplace that I feel such genuine concern and regard for the customer as BB Service dept. I love these guys and I welcome the chance to one day help them in way in which they have helped me, provided for me and delivered. I tip my hat to the service dept staff led by the man behind the service Jason Ellsworth. I can with all sincerity say that I did not buy or lease my Escape from Bill Brown but because of the service department staff,, I will be doing just that in 2 months. Yeah, of course I would give them a raise,,, who do I speak with David,? Maybe?. Since the last two years of my lease I have not once been back to the original dealer and in fact I have sent 4 new customers to Bill Brown. Greatest staff I have ever known at any ford dealership ,btw this will be my 15th Ford vehicle!!