I was very disappointed for the following reasons.
1. The length of time Sutton had my car. That was not explained upfront. My car was there from 7am - after 5pm
2. I was called approximately 2:30pm to inform me the diagnosis results. I informed her that I would need a pickup to return to the dealership to pickup my vehicle. She said she needed to get car washed and finish paperwork and someone from transport would call when they were on their way. I never got a call from transport. I called Sutton at 4:45pm to find out Service/ Quick Lane was closed. The person I spoke to indicated Transport was still working and that I was on the list. Transport picked me up at about 5pm and confirmed that I was not on the list and was asked by his manager to pick me up. I was not put on the list originally and would appreciated the truth.
3. The cost for the catalytic converter given to me over the phone is not the cost provided on the paperwork.
5/23/2024
Darlene C. VERIFIED CUSTOMER
Victoria was informed that on my previous visit I requested the works, I was able to verify the tires were not rotated and the oil renewal sticker wasn't affixed to the windshield. After my vehicle was completed I noticed it was outside for 15 minutes and
Nothing being done. I asked Victoria was the vehicle ready she replied and asked if I wanted it washed, a wash is included in the works package,she became very defensive and her response did not satisfy me. I subsequently spoke to Brian the Mgr,and informed him of the situation. Brian listened, understood my concerns and stated he would investigate. During my conversation with Brian he was told within the last six years I have purchased two new Ford Explorer off the show room floor not leased Purchased and if this was the service I would receive my money would be welcomed at another dealership. Brian was quite apologetic for the poor service received and again he would investigate. I would give Brian a 5* review the other staff I'd rate less than average. My experience with Sutton Ford since the Covid pandemic has been less than stellar. I will be reaching out to the owners regarding other issues in the very near future. Thank you.
5/23/2024
Keyba V. VERIFIED CUSTOMER
I don’t know where the error is, but I did not have my car serviced today. Please correct the records to reflect this
5/23/2024
Freddie W. VERIFIED CUSTOMER
The service was ok
5/23/2024
Matthew A. VERIFIED CUSTOMER
Came in for 40k mile service. Have Ford Premium Maintenance Plan. Was told "only oil and tire rotations" were covered. No cabin air filter, no brake fluid change, no wipers. Nothing but oil and rotation. Unless this is your quick lane policy, then this is completely false (writing a letter to ford about the brake fluid) that in itself isn't on you. But, I'm a bit miffed about the cabin air filter and wiper blades.
5/23/2024
Sandra K. VERIFIED CUSTOMER
Very attentive. I have mobility issues and everyone was very attentive to me.
Service was done in a timely manner. The only thing that concerned me was that I couldn't get my tires rotated due to my lugnuts being stripped I felt they should have been replaced by you at no cost.
5/22/2024
Ion A. VERIFIED CUSTOMER
Ms Victoria was very nice.She's knowledgeable,professional and made my e
Ford experience very nice.
5/22/2024
Sharod M. VERIFIED CUSTOMER
Great experience… we’ll always bring my truck there… And the service lady is the best
5/22/2024
Michael N. VERIFIED CUSTOMER
I truly appreciate the way Ms Garrett was attentive and answering all of my questions dealing with my truck….. Thank you ….
5/22/2024
David F. VERIFIED CUSTOMER
Great service.
5/22/2024
Bryant R. VERIFIED CUSTOMER
Great service
5/21/2024
Bettina S. VERIFIED CUSTOMER
I always feel like I am family and always feel special
5/21/2024
David M. VERIFIED CUSTOMER
Service was done in a timely manner!
5/21/2024
Ramon M. VERIFIED CUSTOMER
Great service
5/20/2024
Theresa F. VERIFIED CUSTOMER
Service GREAT
5/20/2024
Annette J. VERIFIED CUSTOMER
Victoria always takes exceptional care of me and my service needs. She is both professional and pleasant!!
5/19/2024
Mike F. VERIFIED CUSTOMER
The mechanic had a very unprofessional appearance. The mechanic that serviced my vehicle was filthy. He left dirty hand prints on my glove box and dirt on my driver's seat from his filthy jeans. No plastic or protective covering was added to my vehicle to avoid damages.
5/19/2024
Misha J. VERIFIED CUSTOMER
Jason was awesome! He was really nice and professional
5/19/2024
Angela J. VERIFIED CUSTOMER
Once I arrived to a destination & looked under my hood. The air filter cover was not mounted properly. The screws were not tighten down & stripped. I was not notified & was unable to tighten cover. I was going to notify dealer on Monday once opened.