Richmond Ford Lincoln

Reviews 3

SE

Sean Montgomery

I purchased a new 2013 Ford Explorer, ruby red in color, from a Ford dealership in Western New York in March of 2013. Shortly thereafter, I returned to Richmond. In February 2016, I noticed one dime sized bubble in the paint at the very front edge of the hood. Approximately 3 weeks later, I found that the one bubble was not at least a dozen bubbles. Searching the internet I learned that this appeared to be Aluminum Galvanic Corrosion, which has been an issue in some Ford model years, especially along the front of the vehicles hoods. In early April I stopped without and appointment at Richmond Ford and a very nice associate at the service desk set me up with an appointment to have my vehicle looked at. On the day of my appointment, I arrived at Richmond Ford and was immediately approached by Joe Haddon who stated that he would be assisting with my situation. After seeing my Explorer, he apologized for for having to have encountered this and told me that it was Ford and Richmond Fords goal to make this right. He told me that he was aware of Aluminum Galvanic Corrosion and gave me a further explanation of how it occurred and what Ford was doing to correct vehicles which had been affected. Joe took several photos and information from my vehicles door plate. He did tell me at the time that it appeared that my 2013 Explorer may be just our of the 36 month warranty. Joe went on to say that he would establish my claim and call me with a claim number, which he promptly did. When Joe called me, he confirmed that I was outside my warranty by only a few weeks and that I would need to call Ford, at a number he provided, and state my case for Ford to fully cover this repair. Joe also said he would be working on my behalf to get this situation resolved. I called Ford and they took additional information from me over the phone. Within a couple of days, I received a call from Joe and he said that he had it worked out with Ford that Ford would completely cover the repair and he again explained what it would entail and how long it may take. We then set a date for me to drop my car at Richmond Ford. I dropped my car at Richmond Ford the day of my appointment and again was met by friendly, courteous and helpful staff. The day prior to my schedule to pick up my vehicle, Joe called and said it would be a couple more days due to trying to match the hood to my three year old ruby red paint. He also asked if this delay were too inconveniencing and that Richmond Ford would try and assist if it were. I was not in need of my vehicle, so the answer was no. The offer was greatly appreciated. A new delivery date was set and on that day, I picked up my 2013 Ford Explored which was as shine as the day I drove it off the lot brand new. I learned that Richmond Ford also had to remove and paint the fenders to match the paint. The customer service and service I received from Richmond Ford cant be matched. I also received a very nice follow-up phone call from Mellisa Best. Thank you to Joe Haddon, Mellisa and the entire Richmond Ford team. Sean Montgomery

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Lauren Campbell

I have been taking my Ford Explorer Sport Trac to Richmond Ford for service for a little over 2 years now. I typically use their Quick lane service for regular maintenance including oil changes, tire rotations, tires, brakes, etc. I like taking my truck here for maintenance because I have found that the cost and service is very reasonable compared to your regular jiffy lube or merchants service. They also assign a service adviser to you to ensure that the same person deals with your vehicle every time. My service adviser is Terry. This is great because it makes me feel like they really know me and my vehicle. Plus it looks better to have a dealer maintained vehicle. I recently had to take my truck in for full service to repair the AC. The team at Richmond Ford replaced my blend door actuator, AC Drier, and a leaky AC High Pressure Line . ( a common problem with 2007 Ford Explorer Sport Tracs) About a month later I was experiencing issues with AC again where it would flip from hot to cold to hot again. On my second visit the technicians spent extensive time trying to diagnose the problem but they found that all AC components seemed to be functioning properly. It was a bit upsetting that they couldnt figure it out at the time but they did not charge me any diagnosis fees since it was regarding a prior repair within the 60 day time frame. After picking up my truck the AC blew cold air that night. The next day on a three hour road trip in 100 degree weather the AC began to blow hot air again. This time it was continuous . Unfortunately since I was out of town I could not take my truck back to Richmond Ford. When I arrived back in town I immediately scheduled an appointment with Richmond Ford to look into my AC problem again. When I called the service department everyone was very apologetic about the circumstances and they made sure to fit my vehicle in asap and made it a top priority. At this point I was hoping that the third times a charm. I really wanted Richmond Ford to make it right. Come to find out that the mechanic that looked at my Truck the 2nd time was "no longer with the company." Perhaps this was a blessing for all. Another mechanic discovered that the culprit to my AC issue was a bad connector /wire harness for the compressor. Ford fixed this issue at no charge! I am glad that I gave them a chance to make things right again. My service adviser Terry and his team were all very pleasant. On each visit they made sure to keep me updated on all actions using text messages and phone calls. It was pretty cool to be able to text the mechanic directly. I truly appreciate all the time and care that they put into my truck and I would recommend their service department to any Ford owner.

JO

JoAnn Burnett

I am so please with the service I recd. I came in to get a 50,000 mile check up. I told Chris Burnette I was looking to LOWER my car payment and I told him dont spend a lot of time trying to make this work because I didnt really know if it would. It was Black Friday and if he could be available for someone who was coming in to purchase I didnt want him to miss a sale! I really didnt know if I could purchase since my car was a 2011 Fusion. Chris said lets see what we can do so off went to find a smaller car. He was great and patient as I was walking with a cane and sooo slow. Yes, he did ask if I would like him to bring me the cars and I said I would walk. He did everything right, very nice young man! We found the perfect Fiesta with everything I wanted and more, like heated seats! I have never had those before and they are going to be nice this winter! Chris Burnette set up my phone to the car and explained everything technical and in layman terms! I got most of it, lol!! Then I worked with Chris Southworth, another very nice young man and I sort of gave him a hard time because the payment he quoted was more not less, lol, so we haggled a little and yes, the payment finally ended $1.00 less than I was paying per month, I made $300.00 payments most of the time but my payment was actually less. But I accepted the 299.00 payment. He tried to get Ford Motor Credit to give me 1.99% but they wouldnt. A little later I told Chris I was a Breast Cancer survivor as we talked about Richmond Ford being one of the places to sign up for the Susan G. race/walk! He said all the right things! I can remember the day you couldnt speak about Breast Cancer openly to a man. I am so glad that if I had to have this terrible disease it was now! So many paved the way to get to where we are today! Monday Dec 2, Chris Southworth called me to tell me that Ford Motor Credit agreed to 1.99% and my payment went down about $19.00 a month. I told him HE MADE MY CHRISTMAS!!!!! I ALMOST CRIED! How unexpected and delivered more! You know I am going to TELL EVERYONE I KNOW TO COME SEE YOU GUYS!!!! Since the Codys purchased the company I can see very positive changes! I have purchased several cars from Richmond Ford over the years, a pinto, 2 Mustangs, the Fusion and maybe one more! I hope everyone has a great Christmas and a Happy New Year! I know I am!!!