Bob Thomas Ford Service 310 Coliseum Boulevard West, Fort Wayne, IN 46805

"Service was fine, but horrible communication. They charged me nearly $150 labor to effectively unplug and plug back in my system to reset my computer and attempt an upgrade, as that was what the tech support guy at Ford wrongly told me on the phone was the only fix. Then, after "running a diagnostic," they told me I needed a $1000 part and never implied that this upgrade wouldn't be necessary to fix the problem I was having. I declined anyway because I can't afford it, and just assumed my SYNC would never work again and I was out the labor for nothing, something they should have known right away wouldn't be a cheap upgrade and didn't consult me about in advance beyond the labor cost to attempt the upgrade. FYI, disconnecting the battery for the upgrade or whatever fixed everything I was having issues with because it did a factory reset, which is what I had been saying was the one thing I couldn't try because the option went away in the menus, and which they could have easily tested by disconnecting the battery and reconnecting it to see if my menus came back. So, I was basically advised by tech support to upgrade, advised by the service tech at Bob Thomas that "I'm required to tell you that it might not work" without any insights into why, paid an hour of labor to do an upgrade I didn't need just to get told the diagnostic said I needed a part, not being clear that the part was needed for the UPGRADE only not to make the system work because they apparently never tested that or just didn't want to tell me that it should work again after having been reset. Then, only after I was honest and upset in my survey sent from Ford did they seem to care to get my input, calling me now multiple times wanting information. Here is your information. Learn to communicate with customers for more than 2 minutes on the phone while trying to rush through repairs! Learn to communicate important information so that you get correct information to the customer clearly rather than trying to milk them for money right after X-mas on things they don't need and shouldn't have needed to spend so much money to get done "professionally." All they needed to do was reset the system and check if it was back. Aside from the recall, I didn't need anything done but maybe unhooking the battery and hooking it back up, something that shouldn't have needed an hour of labor. Make sure if you get work done here to ask these guys LOTS of questions! Make sure you understand what they are doing and why, and don't EVER let them valet your car so that you aren't there to talk to directly."

"Travis is extremely nice and personal. He went above and beyond to diagnosis and fix my vehicle. Great customer service. I’d buy from Bob Thomas again just for their service team."

"Easy to get service. Fixed my air conditioning and were quite kind."

"I like taking my car to Bob Thomas Ford because I know that the job will be done right and the people there are so very kind."

"Service here is top notch. Drive around the right side of the building that is just across the street from Arbys, pull up to the garage door, honk your horn, and drive in to the service desk. No getting out of the car to go inside, while it is raining. Friendly and knowledgeable staff. They will text you when your car is ready, rather than yelling over the speaker that everyone in the parking lot and lounge and Coliseum Blvd. can hear. They also try to give you honest upfront prices. They also have a complimentary shuttle to take you to the office or home, and will pick you up and bring you back to get your vehicle. Bob Thomas happens to be the only Ford\Lincoln dealer in the area that has the diagnostic & charging capabilities for the big batteries that all electric & hybrids use. The customer waiting lounge is lacking the free cookies, popcorn, crackers, and soda fountain that other dealerships have. But, they do have a small Keurig pot with complimentary coffee, decaf, and green tea pods."