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September 2023 by Scott Holden
I wish to thank Mills Motors for taking the time to refund the $20.00 that my Mother was overcharged for not rotating the tires at her last oil change and tire rotation. Granted it only took about a month to refund her money and there was no letter of apology, just a check inside the envelope with no mention of something like, "We are sorry for our error." I also wish to thank Mills Motors for hiring the mechanic they did who misdiagnosed the problem with her 2010 Ford Explorer. (She was told she had 4 bad ball joints that needed to be replaced and also suggested that she get four new tires, even through the tread depth on 3 of the 4 tires was 7/32. (New tires are either 10/32 or 11/32) After hiring another mechanic in Pine River, she learned that the ball joints were fine, however, she needed new struts and a sway bar. Since the vehicle had 185,000 miles, she decided to part ways with it and purchased a new Subaru Crosstrek. Right now, Mom is so happy with her new Subaru and the fact that she will NEVER have to deal with Mills Motors any longer, it actually brought a little tear to her eyes! It has been amazing to hear that other hardworking, God fearing people have listened to my Mother's experience and have decided to do their business elsewhere. In fact, two of her friends also purchased a new Subaru in Duluth so they do not have to deal with Mills Motors any longer! It's a funny thing about hardworking, God fearing people; the people who listen to them learn about mistakes that were made seem to avoid getting into the same situations. The way this entire incident was handled has the potential to save HUNDREDS of other senior citizens, some of whom are widows, and route them to other Dealerships in the Brainerd area where they will be treated with respect and dignity. Our family learned a valuable lesson from Mills Motors, don't waste your time with this dealership. Thank you for your employees complacency on behalf of the Customer Service Advisor and the Mechanic who worked with my Mother, and lastly, thank you to the Customer Service Manager for not returning my mother's phone call or including a letter of apology. Your actions truly speak louder than your words and as such will reap what you sow.Sincerely,Scott L. Holden
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August 2023 by David L.
I have bought two trucks from Mills Ford. am ready to trade my 2019 Ford F-150 in but have one issue I want to take care of.The front passenger carpet when I run the air conditioner gets wet. It hasn't rained in a couple weeks. I know it's not leaking condensation from anywhere except the air compressor system. I stopped in at Mills Ford today. Talked to Eric in service I Let him know that I bought the Ford part in his parts department to fix the issue which I showed him I had in my hand, it's the firewall part as Ford built these with a defective part that allows leaks back in under the carpet. Eric was insistent that it's just an aesthetic part and he's never heard of it before. I asked him to look up the part number for a service bulletin. He refused, said he never heard of it, and he has no way to quoted it he's not interested. I asked him if my extended warranty would cover and he said no it's aesthetic parts. I explained to him that my carpet was wet it's gonna start molding and smelling and there is a possible service bulletin out on it and I have the repair part in my hand. How much is it gonna cost to repair it? Eric again replied to me he's never heard of it, and he's not gonna quote it because he has no idea what I'm talking about. I asked him again to look up the partnumber look for service bulletin. He refused.I came home looked up the part number on the computer,there is a service bulletin. It takes 1.4 hours to repair it and it is an ongoing issue with F150s 2018 through 2020.I will not buy another vehicle if I'm treated the way I was treated from the service department, it still puzzled me that they would have a part number that repairs the issue yet Mills, Ford Baxter Brainerd continues to say they've never heard of it and it was an aesthetic issue. The trucks is made out of aluminum, it won't rust and just vacuum the carpet dry! That was his solution.Here is the service bulletin if you have this issue. I am going to Atkin where they welcome my business:TECHNICAL SERVICE BULLETINWater Leaking On Right Front Floor During Or After A/C Use - Built On Or After 31-Aug-2018Model:19-234Good luckHelpful O6.9
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August 2023 by Ben Parrington
***UPDATE***Mills Corporate reached out to me and offered to pick up our Navigator and replace the blower motor the next day. I dropped it off as we live nearby. They had the part in stock and replaced within a few hours. It’s a bummer I had to leave a review to get a call but I really do appreciate corporate calling and handling the issue. In fairness, corporate was not aware of what was going on and they handled the situation very fast and in a professional manner.I do not recommend the service department at Mills Ford. We have a recall on our Navigator to replace the blower motor. We brought the Navigator in last winter to begin the process of the recall to get the blower motor replaced. The service writer informed us the part would have to be ordered and they would place the order. Roughly 3 months later, with no communication and numerous unanswered phone calls, I stopped in for an update. They informed me the part was not ordered and they would now put the order in. As of today, I still have not received a call stating the blower motor is in. I decided to call Kimble Creek Ford in Pine River as I am tired of dealing with Mills Ford and their lack of customer service. Kimble Creek informed me they have the part and will be able to install on September 6th. We purchased the Navigator from Mills Ford. Service after the sale is awful. I also do not recommend the extended service contract. We had issues with our running boards and the company who provides the contract denied the boards being repaired due to "mother nature" causing the issue. Kimble Creek Ford seems much more organized and service oriented. I recommend driving the extra distance to receive quality service at Kimble Creek Ford.
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August 2023 by Robert S.
This poor review isn't necessarily about mills ford. With the resources ford has and the fact that they should support there service centers. Why can't they fix a vehicle under warranty that they've had for over 35 days, or at least update me periodically so i what to expect. A progress report would go along way.
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July 2023 by Kyle Christenson
Mills Ford is the best dealership! They pride themselves in making sure their guests leave satisfied. Integrity- not just written on the walls, but found in the team.Today I purchased my 4th vehicle from them! I’m very happy with my 2023 Ford Edge and the APR rate with Ford Credit. A huge shout out to Brady, Reece, Airen, and Hillary. I was very stressed after totaling my last car. You all went above and beyond to make sure I was satisfied! It’s much appreciated.Lastly, I just want to say how great the quicklane/service department is as well! The reason why I started to go to Mills in the first place.Thank you for being the best.
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July 2023 by caylee Jensen
Took my car into get a RCM reprogrammed to my vehicle. Paid $500 for service for another auto body shop to tell me less than a week later that the RCM was never programmed to the vehicle. I wish Brainerd Ford was just up front and honest with their inability to preform the service.
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June 2023 by Randy Zaffke
Forth edit: telling me you have new processes in place is all great, but it doesn't my get credit fixed, I imagine no one there has picked up the phone to Ford yet to remove this derogatory mark from my credit completely. Don't care about communication at this point, I want them to fix what they broke. I won't hold my breath either. So here I am, wasting time trying to get this removed.Third edit: It turns out they also didn't do the paperwork correctly for my trade-in... now, a couple of months later, I am getting derogatory marks on my credit for a vehicle loan I never had because they couldn't do their paperwork. Now, here I am fighting Ford to get it removed from my credit, which took 100 point hit. The general manager got the loan paid..... but damage to my credit is done.Second edit: getting ready to make my second payment, they still won't acknowledge where my plates are.Zero starsEdit: been over a month and still don't have my license plates. It's all great here, I guess. Until you leave, that's when customer service stops here. No one can give me any answers. So I sit with no plates in my truck. Don't call, does no good, the yahoo that answers the phone, just a glorified message taker, won't do anything to help including transferring you to somebody that maybe can help.Had a great experience here. From sales person to business manager.I felt treated fairly.Maybe things could have gone faster, but then again, maybe notIf you ask me buy here and be treated well.
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June 2023 by Alan B.
Update: I sent this review directly to Mills through their website at the same time it was posted here. If they had responded to me directly, I had planned to update this review with that effort from them. ZERO response!Original review: I stopped by in November of 2022 to have you handle a recall for my 2015 Ford Transit 250 and talked in person with your service advisor Eric Holmvig about it. He told me, "I have to order that and they're 6 to 8 weeks out so I don't know when I can schedule you. I told him that is fine, order it up and call me when it's in so I can get this repaired, I get it the economy has everything backlogged. I waited until mid February and heard nothing from Eric, so I called the main switchboard to contact him. He was in the day I called but didn't answer so I left a voicemail trying to find out when it would be in. No return call and after another week I called again. I had been warned by another mechanic that the shaft was really worn and need replacement because it had potential to break and fall out, in turn causing loss of control of the van and injuring someone or worse. That second message I brought these concerns up and that I should've heard something by now and simply wanted an update and to not have something catastrophic happen with the van in the rare case it could. Zero response. Quite frankly that is pathetic that my call couldn't even be returned. I will not be back. Kimber Creek Ford in Pine River will have my future service.
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April 2023 by Matthew Erickson
Bought an 09 Jeep from mills ford with a 130k. And I dont think there is a competent mechanic in that whole place. We’ve had the Jeep for a month now. And we had the check engine light come on only 20 miles out of the lot. I’m guessing they have a “check engine light clear boy” working there or something. Well In the first month of owning this vehicle I’ve had to replace the spark plugs and spark plug wires due to arching on the outside of the wire. Had to replace a valve cover gasket do to an oil leak. Had to replace the catalytic converters that got ruined because of the spark plug issue. )And I’m no mechanic. But i found these issues within the first 2-3 weeks of owing this vehicle) And now the transmission cooler is leaking fluid. It’s 1 thing after another. And we bought a vehicle that was priced appropriately if it was without these issues. We definitely paid enough not to have to deal with this. I would be aware of buying any used vehicles from this dealership. As it seems like the mechanics here got there certifications from the back of a cheerios box.
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April 2023 by Robert Gerhart
Nice facility, but typical car dealer treatment. Spent half an hour getting smiled at getting our contact information gleaned out of us before finding out that the car we wanted to see was no longer available, then came the 100% expected upsell. They didn't even bother to show us other options that we knew from the website were in their inventory (and by that time we no longer cared to buy anything from them). Their high pressure contact plan cheat sheet is stupidly displayed right next to their phone: go there, and they will contact you every day for 14 days except for three "days of rest". It is everything that I hate about the car buying process. #nope
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April 2023 by Brian Maki
This has been our 5th vehicle from Mills Ford and we could not be any happier. They had the explorer I was looking for and it was priced competitively, low miles and friendly service. What's not to like. Thanks.
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March 2023 by Mike Henderson
Awesome purchase experience! From Reese sending us a personalized video of the truck right after exterior detailing was done (to make sure we wanted to drive 2.5 hours to look at it in person), to Airen in finance taking care of the paperwork when we could get back up there a week later, it was a top notch experience all around! Reese also went above and beyond for us when we came in person to look at this truck, and made it well worth it to come from the Twin Cities. Wish I could give 10 stars! To much to describe in detail the entire buying process, but definitely a great experience! We also got a fair price for our trade in too! Thanks Mills!
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March 2023 by David Wille
Phone calls are not returned for warranty service. Was told parts on back order, parts were sitting in parts area with dust on box. Another part was ordered twice which was wrong part. Correct part finally ordered, is sitting in parts dept. Stopped in to check if part arrived has been there already 3-4 weeks. Left message with with lube person was told service manager was out getting hair cut. To date no return phone calls. Need to buy FORD in Pine River.
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February 2023 by Jay Claassen
10 stars for my used car buying experience! I saw a vehicle that I was very interested in; left an email after hours and received a call right away the next morning from Reece. I met Reece several hours later and took a test drive; purchased it after that. The car had been looked over mechanically, but not detailed yet. I couldn't take it home that day anyhow, so I came back in 2 days and the car was detailed BEAUTIFULLY!Bottom line:I felt I got a GREAT deal! The car drives /looks great (and low miles) and was one of the least expensive on their lot.The whole buying process was relaxing and easy.Reese and his colleagues were all great; friendly, low pressure, very well informed and a pleasure to work with.The facility is beautiful; and overall, one of my favorite car buying experiences that I have had! I even got a call 2 days after pickup to see how it was going. The whole thing was a total class act and the next time I need a used vehicle, Reece will be my first call.
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February 2023 by Eric Bock
Told 3 times there is no problem…This sounds like a problem. The other mills location did the same thing to me and only ‘found’ the problem after my warranty was up. Wierd. I got a corny round of applause from the sales team when i bought it brand new and less than experienced help afterward multiple times now
