Purvis Ford

Reviews 3

UL

Ulysses Colon

This dealership provides all the common services as any other ford dealers. So this is not the object of this review. The service department at this dealership provides great lip service. By this I mean they will be super polite, and have a great wait area which is shared with the sales department. Sit back and relax because you’re going to need it; the service appointment wait time is horrendous and the service mangers ability to ensure vehicles with an appointment take precedence is terrible. On several occasions, I have set an appointment a week in advance and had my service take half a day. Secondly, if you order a part for a required repair and wait for a service manager to call you back when it arrives, you will die waiting. Sure you get average mechanic work and overpriced parts and labor. But what really gets me is some body promising great service with their mouth and not backing it up, with the promised services. Other things that make this dealership subpar are lack of loaner vehicles, abnormally long wait times, lack of a shuttle, and location. I love my fords, I have two, one truck, and one car and have owned at least one ford for the last 16 years. It is really discouraging to see a great product backed up by subpar service. Update on 5/7/2015. Decide to give this dealership another go at servicing my vehicle, yet again I am disappointed with the service. As usually, I set an appointment well in advance, an as usual my vehicle was in the shop from 700am until 300pm for a works service, and transmission flush. The reason it took so long "because Saturday is there busiest day and only one mechanic can complete the transmission flush". In my opinion thats exactly the problem. Whom do you have working on my car an ASE certified mechanic that cant complete a transmission flush? But Im sure the excuse will be there is only one machine. Here is the bottom line if jiffy lube can get done in under and hour for less why should someone pay for ford service? So I can get a call assuring me that it will be better next time more "LIP SERVICE". This dealerships service department is garbage. Hint to the owner get more capable service managers that can orchestra maintenance in a timely a fashion. Placing maintenance task in the proper order to ensure timely completion of tasks assigned better know as there job. Maybe a CPI event or two and some capable mechanics and you will be on your way to mediocrity. Also please dont call me promising better Service it is obvious you cant deliver. Also just found out not only is the service department slow they are also dishonest. The service department manipulate the drop off and pick-up time on the actual invoice to show faster service times then they actually delivery. Congrats Purvis thats a new low crappy service that you lie about I cant believe you have been in business for as long as you have.

CO

Connie L

Initial Review posted on 1/17 as 1 star, but read to the end, its been edited into a 5 Star Review. Very, very frustrated with the Service department. They do not make it easy to have your vehicle serviced. One of the selling points of my new 60K MKX was the fact that they would come pick up my car for the routine service needed every 7,500 miles. Well, Im now at that, and guess what? This dealership doesnt do that. Not sure why the salesperson told me they did, perhaps he was confused with another dealership? They only offer shuttle service within a 5 mile radius, and I work 12 miles away, so I have to take a day off or find some other mode of transportation so I can get my car serviced. I also have a Customer Satisfaction Program notice 16B32. Well, this has to be done in 2 visits. The first visit is to look at the car to make sure it really does need this, then they can schedule an appointment to fix it. It also took me 3 phone calls to get to this point. The previous 2 times I was told that someone would call me back. Im not even sure why. I have always owned Hondas and I can tell you Pohanka Honda has the best service department out there. Never need an appointment, recalls are handled in one visit. But I had my heart set on the MKX, and now Im really sorry I have to deal with the Purvis service department. Edit to this Review on 01/22/2017: Moments after my initial review went live, I received a phone call from the Service Manager, Tom. He explained that Lincoln stopped the program on 2015 and 2016 Lincolns for pick/up and delivery when service was needed in December of 2016. He told me it was now only available on 2017 models. I explained that this is not what we had been told and in no way had we been told this was a temporary feature. He said they would do what they could to help me out. So, moments later, my Service Advisor Stacy called me. He said they could service and do the recall work all in one visit, and they would provide me with a rental during that time. Stacy was very polite and explained the entire process and what I would need to bring with me. When I arrived Thursday evening, he met me at my car and within 15 minutes, I was driving off in a loaner vehicle. The next day, he called to let me know all was ready and I could come by anytime to pick up my vehicle. Again, he met me when I arrived, got my car for me and I was in and out within 15 minutes. This is what service is about. Taking care of your customers and going the extra mile when there is a communication breakdown. Thanks to Stacy and the other service staff at Purvis Ford. They took what started as a bad situation and turned it into a very positive experience. Kudos!

VA

Valerie Boyce

Had an issue with my drivers seat. I called to get an appointment set and the service rep was very nice and I was really excited to drop my truck since it was supposed to be a couple hours to fix the issue. Dropped my truck on Monday evening for a Tuesday morning fix and was told it would be ready by 12pm and they would call when it was ready or if there were any issues. I called at 1:30pm Tuesday since i didnt hear anything, and was told that because the service writer that scheduled my appointment was on lunch I would have to call back after his break to find out the status of my truck. I asked if anyone else could just tell me the status and I got put on hold for about 20 minutes until my service writer was off break. My service write then told me that the truck was still tore apart and that they were waiting for a part that could take a couple of days to get in. Since this is the only vehicle that we had that would hold our 3 car seats, My husband then took the phone and asked if it was possible to get the truck back until the parts came in since we had a lot of things scheduled for the week. He said he would talk with the tech and they would have it ready for me to pick up at 5pm. At 5:30, I had to call them back again and they hadnt even tried to put it back together because the part should be in the next afternoon. By that point, I didnt have a choice. They again told me they would check in with me in the morning and let me know the progress. Needless to say, after having to call them 3 different times the next day for progress report, I finally was told they had it ready for pick up around 5. When I went to pick up the truck, I wait for 10 minutes for anyone to talk to me or even acknowledge that I was in the room. Finally someone pointed me to the check out desk where I then waited for the two servicewomen and one serviceman to finish waiting on one woman who was telling them a story about her cats having kittens and how her weekend was. It wasnt until my husband came in to see what was taking so long that they acknowledged HIM first as soon as he walked in the door. I mean 5 people asked him if he needed help and a service writer took him to the gentleman behind the counter, in front of me, to make sure he got help. My husband seemed to be the only person that ever got answers the entire experience. I will definitely not recommend this place, i will make sure to tell anyone who asks my experience and i will not return