Ford Lakewood Service Department

"Save yourself time and money and go to a real service department. These people do not care about their customers or communicating with them. Made an appointment 3 months ago and now it's been 2 weeks and nothing has been done costing us thousands of dollars for a rental truck. They tell us that it'll be looked at on Friday. Then Friday, it'll be on Monday. Then Monday, it'll be on Wednesday. Basically lying and then not communicating when they cannot look at it. They have no accountability or remorse for putting people out and lying to their face. The best communication I see is a response to these comments, but in real life there's no accountability of trying to be a better service department."

"The customer service I received from Larry H Miller this week was some of the worse customer service I’ve ever experienced. While the complimentary valet service that picked up my truck was very good and on time, things seemed to go off the rails once at the dealership. I made an appointment to complete the Manufacturer’s Recommended Service and a Tire Rotation for 10:45 am on Tuesday, January 30. Other than the automated text that said my vehicle had arrived at the service center shortly thereafter, I received no communication from the service department the rest of the day, including no courtesy call to provide me an update and to advise of the need to keep my vehicle overnight. Fortunately, I have a back up vehicle or I wouldn’t have been able to make a doctor’s appointment the next morning. I called the service department at 10:45 am on the 31st and requested an update on the status of my truck, only to be told the service advisor wasn’t available and they would leave him a message. I did not receive a call back so I called again at 4:45 pm that day only to be told the same thing with no call back. So, my truck was kept a second night (for standard, scheduled service) with no communication on what was going on. I called the general manager, Tim Brand, the next morning, only to be directed to voice mail. I left a message expressing my concerns, but he did not return my call and still hasn’t after 24 hours. Because I could not get an update over the phone, I had to find a ride to the dealership where I found out that my truck had not been serviced as of 10 am Thursday morning. The service advisor, Casey Sharp, did not know what had happened and had to talk to his manager to know how to proceed. I saw that my truck was logged into their system with a promise date of January 30, but it had not been assigned to a technician. All Mr. Sharp could say after talking to his manager was that they didn’t know what had happened and asked me what I wanted to do. He offered no explanation, no apology, or no offer to make things right. I said I needed my vehicle serviced, so he said he would have it completed by noon. While the service was completed (according to the invoice) and my vehicle delivered to my residence around 12:30 pm, the experience left me with so little trust and confidence in this business that I can’t help but wonder how careful and thorough they were with my $35K investment. If their service technicians are as inattentive, incompetent, or uncaring (whatever the case may be) as the other employees that couldn’t even make a simple phone call, how can I be sure my vehicle was properly serviced? I think anyone considering doing business with this company should consider this as well. Update: GM Tim Brand called me and made things right. He apologized for the poor service and took responsibility for it. He also followed up his words with an act of good faith and provided some explanation of the situation. This went a long way in restoring some trust."

"If I make an appointment 2 months in advance I expect you to actually look at the car within a reasonable timeframe. Not keep my car in the lot for a week with no update"

"I took my car in on 12/19/2023. They assigned my car to an advisor who was about to go on vacation. While it was being diagnosed. And instead of signing another advisor my car sits there. I went in on 12/26/2023 to find out what was wrong with my car. The long block needs repaired. I went to get a print out of all my oil changes. On 12/29/23 I went back in and handed them the paper work so the contract will take care of the cost. I was told my advisor would be back today it is now 752 and still no call. I need someone to call me let me if the contract approved of the repairs beforei do."

"We brought it in a couple weeks ago. Our vehicle was supposed to get some small service done such as a tail light fix, some recall items, check engine light diagnostic and a full detail (that we thought was included in our payment plan when we purchased the vehicle at this dealership). Our vehicle was in the shop for a couple days and then they said it was all complete. They mentioned they weren't sure if they fixed the check engine light because when they fixed the recall items the system had to reset clearing the check engine light and if it popped back on we could bring it back in to get it fixed. They also said before they released the vehicle we had to pay for the detailing which I mentioned it was supposed to be part of our payment plan when we purchased the vehicle. After some back and forth they said they would comp the detail due to the misinterpretation. We got our vehicle back and unfortunately no detail was done. Now I know I didn't pay for this but they were going to make me pay for this and no one checked to make sure the detail was done. What if I would have paid for it and it wasn't complete? We got our vehicle back and after a couple of days the check engine light gets back on. I spoke with the director of service and he said they will take care of the check engine light as well as the detail free of charge. So we bring in the vehicle and they took care of the check engine light but only detailed the outside (to me it looks like they just took it to a car wash because there it was still dirty in certain spots). I'm very disappointed in how this was all handled. From being told during the buying process that the plan we paid for will essentially baby-proof our vehicle for the first 5 years and make it look brand new to me implied that we would get a free detail every year to how the service and miscommunication was handled I would not reccommend this service shop to anyone. It's hard because your team worked hard to get us the vehicle we wanted but it seems like everything else we've dealt with has been bad. I would give some of the sales staff a 5/5 for working so hard to get the vehicle we wanted but after that I would give the rest of the staff a 3/5 or lower for misleading us. The service department would get a 2/5 for not checking to make sure everything needed was actually done."