Capital Ford Service Center 2807 East Millbrook Road, Raleigh, NC 27604

"2 stars just because the service advisor was nice. Brought my 2015 Explorer in for a terrain management fault which would shut my vehicle down while going 70 mph randomly. Took it in and they said it’s not doing it now and no codes on the computer. Can’t help you. 200$ for that. A quick google search clearly states the most common problem is a sensor that can be replaced for less than 500$. I would have rather paid that and at least had a chance at it being fixed. Didn’t give me the option. I had it replaced by another shop and it fixed the problem. Can’t trust the mechanics on staff for several reasons."

"It should not take 4 days to get a call back. The lack of communication is crazy from the scheduling. Allow me to explain. I knew what part I needed and what I needed done. I called it was a Saturday a girl named Brittany answered. I told her what I needed to schedule and she told me someone would have to call me back because "she did not know where to schedule that or if they did that" Flash forward, nobody ever called me back. Monday morning I called and spoke with parts the part that was going to be $237 in Virginia at the Ford Dealer was quoted at $315, just WOW so you know the dealerships are independently owned so they get to make up their own prices and Capital Ford takes pride in over charging and taking advantage. I was still willing to schedule an appointment but I scheduled it and told them I needed to talk to my service Advisor (whom I later found out was on vacation and not going to call me till Wed) by this time I have gotten my car fixed somewhere else because of the Chaos and lack of help, support, communication that has happened. Brian who did schedule me for a Tuesday appointment told me, he would get them a message and have them call me back, never mentioned they would not be back till Wed, which is odd because my appointment was scheduled for Tuesday. This gets even better. I never told them what was wrong with my car only I needed the windshield Cowl replaced. When the service writer finally called me he told me that would not fix my water leak. I asked him what water leak, and he said that is the message they left for him. So on so many levels they did not communicate or listen to me. I have found a mechanic that I trust to not take advantage and to that listened changed out what I asked and then called and checked to make sure that took care of the problem. My service Advisor at Capital is great, the support staff to try to schedule and takes the messages is incompetent and failing at getting the proper communication complete to serve both the customer and the servicing team. This is my second issue with Brittany as the first time I had work there she was told by my service writer that my car had an appointment but it would not be looked at till later and it was frustrating beyond belief. They do not believe in Customer Service or Satisfaction. Communication clear communication. I will also mention how inflated the parts are priced is crazy. I would call around to more than one place unless it is warranty work"

"They don’t seem to do the general check up/inspection like every other Ford location I’ve been to. If they do, they never give you a copy of that for your records/so you know what might need repairs soon. Brought my vehicle in about a year ago for an oil change, tire rotation, and general once over before a long road trip. Specifically asked if they would check my brakes. Get the all clear. Leave the next day for said trip. Get a few hours down the road and notice my brakes feel funny. I took my vehicle into a Ford service at my destination and have about $1800 worth of repairs needed: problems with my brakes, brake pads, the toe links of my car. How the brake issues were missed by Capital Ford I have no idea. Felt like they just took the car back, changed the oil and let it sit there without actually looking at anything. Last month I brought my vehicle in for a problem with the rear view camera. Was told there are about 3 other things that need fixing on the car. Camera repair was pricey, so I said I’d wait on the other issues. Took my vehicle to another location for inspection (other location is much faster to get in for an appointment, and you can actually get ahold of someone on the phone). Recommended one repair/replacement the next time I do an oil change. It was one capital ford said I needed, but with much less urgency and no mention of the other two problems. Overall, every time I come to this location I feel like I’m talked down to a bit and I’m never sure if these “issues” they seem to find are legit. I’m also never sure they actually pay attention to what I say when describing the problem."

"On June, After found my 2022 F150 XLT bed camera on 3rd brake light no longer working properly ( blue screen or flickering lines). Scheduled appointment on July. and went there, took 1 or 2 hours and says cannot find issue. Showed the issue to them and then they said will order part and contact me when part arrived in store. Called on end of August, operator said Will Moyer( that was the advisor who says will contact me after order part) will contact me soon. Okay fast forward to today, it is 3 months. And still have not hear back from them. Called them again, operator said Will Moyer is busy with helping other customers. And he said did text me. Nope i did not see his text or calls. Requested to talk with supervisor, operator said supervisor is also busy with customer too. Okay. I’m start to regret to buy truck from Capital Ford for two reasons: 1) Separated service departments - truck had to go to different service department on Millbrook Rd for parts repairs. When it is oil change, it will be done on Capital Blvd. it is easily confused for me or someone else. 2) Customer service from service department on Millbrook Rd is NOT wonderful/better than Capital Blvd because they did not really care about customer’s concern like me in timely. I had to drive my truck without the bed camera for 3 months ! I also travel with towing RV occasionally. Not feel safe without seeing the bed camera on dashboard. *You can see the recorded video I attached for the bed camera issue. It is really bad."

"Terrible experience and the service advisor, Will was extremely arrogant. Vehicle was brought in with a check engine light for warranty repair. I pulled the engine code as well. This guy tried to tell me that since the car was acting normal there's nothing they can do. He told me to come pick it up. I then took it to Ford Apex - they identified and fixed it immediately. Stay far far away from this Ford dealership. Ford the manufacturer needs to hold their dealerships more accountable. Horrible experience."