Ford Provo Service Department

"Had a great experience here! I went in to get a key fob programmed to my 2017 ford fusion hybrid. I brought in my own key fob but unfortunately it was a dud and could not be programmed. Reese and his guys were able to get a new key fob successfully programmed to my car while helping me save as much money as possible. Super grateful to them!"

"I don’t normally leave negative reviews, but I feel like I have to offer a word of caution to anyone else looking to get their car repaired or checked out here—I would STRONGLY advise against it. I’ve actually waited a few month to even write this review since we took our car in just to make sure that our problems really were misdiagnosed here. We had troubles with our car starting/randomly dying, so we took it in to Big O. They checked us out & told us they thought it was an issue with our transmission module. It would be a hefty repair (around $1000 for the part & labor) so we decide to look around for cheaper options. Sidenote: We actually took it in twice to Big O because the first time they thought it was our battery (so our car was checked out twice there) It SEEMED like it would be cheaper to fix it at the actual Ford dealership, so we took it in there to get another diagnostic exam and fix the part. Upon getting our estimate for repairs, we were SHOCKED to find that they had listed and “diagnosed” $4000 worth of repairs. Listing several things that Big O hadn’t found issues with at all, including claiming there was a major issue with our clutch assembly. First off, this made no sense because our problem seemed completely electrical and not a mechanical problem at all. At this point we weren’t sure what to do because we paid a little over $7000 for our car in the first place, so $4000 worth of repairs didn’t even seem worth it. The Ford Dealership offered us an option to trade in our car for $1500…(seems suspicious to me in retrospect) We decided to fix the transmission module since that had been diagnosed twice (although now we have our suspicions they only diagnosed that because we said something about it) & take our car to a repair shop in our hometown & to a mechanic our family knew and trusted well. Our car continued to die so we knew something else was still the matter. Thank heavens we took it to this little ma and pop shop. After their thorough examination, they diagnosed the problem as a $15 fuse (!!!!!!!!) that connected to the transmission module that needed to be repaired. We’ve been driving our car for months now and it’s been completely fine. Literally problem solved with a $15 fuse. Absolutely nothing wrong with our clutch assembly or anything else. Not only were we frustrated with the misdiagnosis from ford (at least Big O was on the right track), we were really frustrated with the extremely high diagnostic exam fee— around $200 (for reference Big O is about $90). And they literally diagnosed everything wrong. Overall, we were highly dissatisfied with our service here (although the people were friendly and kind). I’m not saying it necessarily was an intentional scam, but the whole thing felt slimy to me. I would not take my car in again and I wish we could at least get our money back for the overpriced, unreliable diagnostic exam."

"Worst “service” I’ve ever received I call and ask If it's possible to look at my key fob and program another one and the response is yes, and no appointment is necessary. I head down to the service department 4 days later and I’m told I need an appointment and also I have some recalls on my car (air bag). Another week goes by for the appointment and I’m asked if a light is on my dashboard for the airbag and I said no, and a worker tells me “there’s absolutely nothing we can do for you”. Which was fine with me because I came for the key fob I said. My car was in the service department for 2 days and I’m told I need further diagnostics. And I was charged an hour of labor. Also that my airbag was replaced, which makes me question why I was told there’s absolutely nothing they can do for me. The car now has a new bag that was installed very obviously slanted to one side. I brought the car back after the weekend and the service department had it for 3 days and no updates, even when I called to ask what's going on ( the technician was in a meeting & he’d call me back I was told). At this point I just want my car back so Me and my colleague arrive at the service department to pick up my car. We see that my vehicle was in the same spot as where I had left it 3 days prior with snow accumulated on it. We enter the shop to see several workers huddling around laughing holding hands and it takes them about 3 minutes to acknowledge that 2 customers just came through the door. They gave me my keys back and when I asked for a refund I was told that “they will ask the manager and call me back”"

"Braxton was extremely helpful and communicative and am grateful I had his help with my vehicle in the service department. Not thrilled with the work done on my vehicle by the mechanic, but am feeling relatively satisfied with the accountability and follow through."

"My car is been there since Thursday I was told it was going to be ready the same evening, didn’t hear back from them I called and asked if they did the repair that I took it in for , no they did something else I told them the car was there for the TCM recalled they said oh sorry will have it ready Friday morning , Friday morning came and went no one call with an update , Saturday came and went no one call me left a message and the service advisor never called!!! Monday here we are and my son called they said the advisor was not in … like really anyone can give you an update , but they told him they call us back this was 4 hours ago , I called two hours ago asked to speak to the service supervisor anNate has not called back, this is the worst customer service I’ve had at any ford dealership!!! Today after we finally came to the dealer they tell us the car had been ready since Friday and the person that was supposed to call us went on vacation that’s really poor customer service!!!!"