Malloy Ford Service 1911 Valley Avenue, Winchester, VA 22601

"I don't write many reviews but I felt like this review is important. (This is not a review of the sales side of the business, I have never had issues there.) I will stick to the facts: I came in and was told I should make an appointment to have 2 warranty issues looked into. I came back for a morning appointment and they were going to look at a recall on my shocks (they were clunking) and a weird fold in my seat (a known issue and shouldn't be happening on a truck with only 20k miles.) They made me wait for 2.5 hours and then told me: A. Your shocks are bad but you have aftermarket parts so we can't cover under warranty. B. Your leather seat isn't really a warranty issue because it's just wear. This took 2.5 hours. I can't imagine why anyone would ever get service done here. I know I won't."

"Let me start with buying new lug nuts for my tires. Turns out one was missing. I only figured it out when I got a flat tire. To give this dealership credit, they did offer me a free oil change. Second, I called about the TCM recall. The letter says to take your car in if either the check engine light is on or the car is having transmission issues. They did not want to even look at my car without the check engine light on or I pay $500 to check the transmission. I did say that my car is stuttering and feels like it's going to turn off. But the advisor insisted I pay 500 if I wanted checked out. Lastly, my horn went out. The advisor quoted $500 to fix my horn. It sounded excessive to me. So I didn't have them fix it. But then I was still charged $10 for looking at it. Not only did they want to overcharge but nickel and dime a customer. I'm not 100% sure that the advisor for my second and third issues were the same. Since one was over the phone and the other in person. But it seemed like it. JR and Joseph. They definitely need some customer service training. He did not seem trustworthy at all. Which you want to trust the person you are giving your money to. Also, they charge a 3% surcharge on credit card transactions. Which is nuts, considering it's such a big company."

"We needed to have the TCM replaced which was covered under a recall warranty. Does told us they didnt have any rentals for us to use but that it could take a week to get the part in and another week for us to get it replaced. Knowing the law, I told them that was fine, we could go and obtain a rental ourselves and they could just reimburse us. They told us they have a deal with hertz so we went there (they are excellent by the way). The part came in after exactly a week and then they fixed the vehicle the same day. We picked it up the next day (we were unable to get to them before closing due to our work schedules and the short notice). We returned the rental, picked up our car, and turned in our rental receipt. They said well submit it but the manufacturer could still deny it. I called after a week asking for a status update, but Lindsey was unavailable, as usual, and she didnt return my phone call. 2 days later I called again, same thing. Finally I called and asked to speak to the service department supervisor or manager. I got his voicemail, and left a voicemail explaining I had called multiple times and my calls were never returned. He never called me back, but Lindsey called me and left a voicemail saying they would be sending a check in an amount that equaled the cost of the rental per day, but not the taxes. Fine. Whatever. Its $45+ in taxes, but I just need to be done with Ford. This was a horrible experience. I also work in customer service so I try to be kind and understanding in every interaction, but they way Malloy Ford jerked us around this entire process has been an absolute joke. Super unprofessional."

"I had service performed on my truck and when paying was informed that I would be charged 3% for using my charge card resulting in a surcharge fee of $40.95. If when dropping off my truck I had been told I would incur this fee I would have gone elsewhere. The fee was not relayed to me when told my truck was ready for pickup either. I was not informed of this fee until I went in to pay. If this is the way you treat your repeated customers and senior citizens I will take my service needs and future purchases elsewhere"

"Arrived at Malloy Ford at 7:30am Saturday morning, July 15th, for a state vehicle inspection. I was the first in. Was told since I was first in line, my wait time would be approx. 30 minutes. An hour and a half later they came out to tell me my tag light was out. I told them to replace it so the vehicle would pass inspection. While waiting, several people in the waiting room had a great view of a very heated verbal employee argument, which ended up moving outside the building, after a chase down, rough language, and finger pointing in the faces. Finally at 10 am my vehicle, which was first in line for a state inspection at 7:30am was finally finished. After an extensive search and the use of my vehicle FOB I finally located my vehicle in the parking lot only to discover I couldnt get into it as they had parked another serviced vehicle too close to mine. Please see picture. As though I wasnt already mad enough, the part of this entire experience that ticked me off the most, was finally climbing into my vehicle to discover it WREAKED OF SKUNK!!! Which means someone in the service dept. utilized MY vehicle for some "recreational substance" activity! I had to drive my vehicle all the way home with the windows down in 90+ degree weather!"