Oxmoor Ford Service 100 Oxmoor Lane, Louisville, KY 40222

"Worst experience ever!!! Took my vehicle there twice for same repair Was diagnoised wrong the first time ,second time got it right but didn't want to work with the warranty company. The communication between the service department I was horrible then the Manager of Service Department was a work of art. I was told they would not complete my sercice and have it towed elsewhere would not recommend this place to anyone that values your car or truck. Not going to name names its pointless. Even this is pointless but i wanted to warn others so tjey want have to indure the hell and stress i went through just to go somewhere else amd get it fixed with the warranty i have with no problems at all. Oxmoor is a Joke"

"My customer service liaison Dante was extremely friendly and very professional. He is worth 5 stars for his kindness. I guess the technicians are good; however, the reason for the 3 stars is that Oxmoor Ford charges four $$ figures to put in refrigerant and replace one hose. I think that is a travesty. Especially when a vehicle has only 40,000 miles and it is 5 years old, That tells you I don't drive it very much. When I asked them why they thought my AC hose busted . They said possibly wear and tear. Now hold on, I have had cars for 18 years that the AC still works . This is my second fusion in 10 years that this happened to after 4 years of owning and It sounds to me like cheap parts. I will not buy another Fusion sadly. SAD to have to pay $1200. I was hoping for around $800, but no. American people who buy American cars should not be gouged at service."

"Had a family member move in state from Arizona. When she moved she brought her 2019 Ford Mustang Convertible with her. Due to the travel and prior ownership of the vehicle (she bought it used) there was a small list of things that needed to be done to the vehicle (examples were one of the windows didn't go down automatically when she put the top down, one of the back windows was out of alignment allowing rain etc to come into the vehicle, oil change, brakes, trim parts etc). When she dropped off the vehicle she was assured that they would get to it as soon as they could. Over a week later she had not heard from Oxmoor nor was there any text/email etc. updates. When she contacted them she was told they had currently had it apart and were working on an estimate of parts and what it would take to fix it. Another week had passed and she had no correspondence with the service advisor. Having the vehicle on their lot for over two weeks, she finally found a backup shop that would take care of her requests. She had called Oxmoor Ford Service one last time requesting she pick up her vehicle, upon pickup she was advised they did some of the work but hadn't had the opportunity to get to the rest of her 'list.' We took the vehicle to the backup shop she had scheduled an appointment with and within two days was given an estimate for the repairs she had requested. They had also investigated the work that Oxmoor Ford had claimed they had done and found out that nothing had actually taken place.... I would not recommend them to anyone..."

"I asked how long I should expect this to take and was told a couple of hours. After about 3 hours, I asked a service advisor for an ETA on my car, and 20 minutes went by with no updates. I finally called and begged another service advisor to give me an update, I wasn't given one, just told I would hear from my service advisor soon. Shortly after, I noticed my car was brought back inside to be checked out. I was approached by the service advisor a moment later saying that they are bringing my car around now...while I'm staring right at it... so I calmly waited and didn't say anything thinking he might have been confused about what my car type was initially. I do try to give others the benefit of the doubt and put my feet in their shoes. As we were getting to the checkout station, I thanked him and paid for my services, no problem! Make note there were some disconnects up to this point, but a 5-star review was still in play. This is why I contemplated leaving a review for the service I received. I guess it’s my fault to assume the Oxmoor Ford Service Center can take care of my Ford vehicle accurately. The service advisor basically belittled me and my intelligence. I drove away "assuming" my car was taken good care of. The first thing I did was put my a/c on when I left the garage and noticed how much of a challenge it was. I immediately proceeded to turn around and come back inside after noticing a major problem with my console area for the air conditioner. Normally, the wheels that adjust the fan and temperature are loose and easy to move. Next, I noticed how there are inner parts of my car sticking out where they shouldn't be. After pulling up inside and not being approached by a service advisor, I exited my car to approach the service advisor that originally assisted me. I said there is something wrong with my car and showed him what I was talking about. The first words out of his mouth were, "It must be a coincidence!" Unfortunately, that wasn't true because it wasn't brought into the shop that way to begin with. I was told that the technicians don't touch that area to service. So, either way, there is a conflict happening, a lie you could say. Either I'm being lied to about technicians not touching it /being responsible OR being lied to that my emergency brake was NOT properly serviced. Make note, I'm a 33-year female who has no idea to even how to start the process of removing my inner console to have those inner parts showing. Honestly, found out over the weekend that I can lock and unlock my car door with my hands. So I would love to be shown how to execute that removal while driving my car as the individual I am. I've also worked in customer service for more than half of my life in some capacity and truly do understand where the customer is coming from. They have a problem, and they expect it to be corrected, especially when the problem was initiated by the culprit to begin with! I'm not sure if this individual understood what I was trying to get across. I felt as though he was more concerned to stand up for his manhood and make sure I felt like an idiot. I also got the vibe he was encouraging a "public freakout" by his demeanor and approach. I was entirely calm the whole way through, never raised my voice, or talked out of line. But was told they didn't do it but he will go get checked out. Before we got to that part of the story, he proceeded to argue with me by asking if we are going to be able to get this resolved. I know what a conflict resolution model looks like, aka HEAT. He definitely forgot the "A" part for the apology! To his benefit, he did not raise his voice either, but he was calmly rude, his approach lacked customer service, and his demeanor is truly embarrassing for a reputable company like Ford. Going forward, don't worry about having to wait on me. I will gladly take my time and money elsewhere. I have NEVER experienced such bad customer service at a branded mechanic shop. I'm happy to also spread the word to my other car enthusiast friends!"

"I'm so over their lack of customer service. We have used them for years but in the last two years they act as if they are doing you a favor. Rude and dismissive. Today was the last straw. You are going to call and not even identify who you are and launch into what is wrong with the my car. When I question to repeat what he said he was legit irritated. When I said "I don't know what that means," I get "that is fine" and he keeps going. Needless to say we will be looking for a new provider."