Ford Service Department

"Service was actually done July 10, 2023. Forgot to leave a review but deem it important to make aware those who value their time and money. Originally would have been 1 star, but I was not charged for my services provided due to the situation below. Techs and representatives were kind at least. However, I had previously scheduled my appointment for June 27th. I live in Panama City, FL, located 4 hours away. I strictly go to this Ford for service because I previously had a lot of trust in them compared to the nearby Ford Service centers. I have to schedule around my work schedule. When I scheduled my appointment I was not informed that the shops were going to be closed for an extended amount of days due to the 4th of July. I had only assumed it would be closed for the day of, like other places tend to do. I was told this the day before my appointment at the last minute and that even if I had dropped it off, they wouldn't be able to get to it for a few days anyways. So I rescheduled for first thing in the morning on July 8th to be dropped off the day before since I would already be off of work for a trip. I figured this way, the car would already be there and ready the day before so we weren't waiting on me, or waiting on me to go over everything mentioned over the phone. The plan was I would drop my car off on my way to Georgia (which the service center is already out of the way but on the way to where I was going in GA, it was like going around my elbow to get to my butt), get my rental, and pick it up on my way home. I figured it would be a busy time of year so I just tried to be understanding about it all. I dropped off my vehicle on July 7th for my appointment the following day, got my rental, went on vacation. I received very limited communication. After my overnight trip and on my way home on the 8th where I would not arrive at the service center until right before they closed anyways, I decided to call to check on my vehicle before driving out of my way and found that my car had not even been looked on on the day it was scheduled. So I had to drive home, and come back on my next off day from work to pick up later in the week. Had over $500 just in rental fees to pay for unexpected days having to be added on not to mention the extra cost of gas. A severe waste of time and an unnecessary amount of money paid out. They were also well aware that I was coming from 4 hours away. Long story short: poor time management on their part, poor communication skills, and also one service could not be complete unless I left my car for an additional week for diagnostics after picking up on the 10th. To top it off, I took it in under a powertrain warranty to get checked for a ticking noise occurring near my engine. Was told it was fine. I am now over my warranty by 821 miles. Took my car elsewhere for an oil change to be told it is an more than likely an issue that would be covered under the powertrain warranty."

"They claim their current wait time is 4-7 days for an in warranty vehicle to even be inspected. And they require you to leave the vehicle there that entire time. Just give me an actual appointment window to drop the vehicle off when you're ready or at least close to being able to look at it."

"I have known Kadeem Smith professionally and personally for over 7 years. He is one of the most professional, knowledgeable, and trustworthy people I have ever met. When I found out he was working for Coggin as a service advisor, I was elated to finally have someone I can take my car to that I can trust and count on. I immediately scheduled my appointment with him. He gave me the best experience I’ve had there at the service department to this date. I highly recommend everyone work with Kadeem Smith."

"My work van (2019 Transit Connect) was towed in for extended warranty work (engine/transmission failure @ 50k miles) 10 days ago. Received a text from Jeremy (service advisor) a week ago (8/30/23) w/a link to follow progress as well as a “text me at this number anytime” message. They still have not even looked at it. I can’t work without my van. I rec’d a call from the police department at 0730 today (9/5/23) to inform me that it was broken into. I messaged Jeremy at 0750 and again at 1230 and STILL haven’t heard anything. I called the dealer at 1425 and was told Jeremy was busy and assured me I’d get a call back. It’s almost 1600 now. This dealership does not care about their customers OR their vehicles."

"Got everything I needed done! Oil change and alignment. Only down side was that I waited almost 5 hours, I had an appointment for 12:30 pm and didn’t get by car back until little over 5:10 pm. Overall satisfied with the service, a little let down in the time I had to wait."