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February 2024 by Tim C.
Don't expect the Service Department to be responsive. This includes the service manager, Justin. They don't return calls or texts - even after blowing through the estimated completion date. I actually had to drive to the dealership to talk to someone. They didn't order parts until the 4th day - after they originally told me it would be finished. They seemed genuinely surprised that I thought this was poor service. I've never experienced this at any other dealership or repair shop. Wow.
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February 2024 by Jan D.
Jordan Kelley was a pleasure to work with! He took time out of his Saturday evening to text us and alert us that they had a Hybrid Maverick in stock. (No small feat during playoff football in the south!) He even kept us updated when ~8 inches of snow derailed our original plans. The test drive and buying process were exactly what you wanted - efficient and easy. 10/10 great experience!
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January 2024 by Jenn M.
I can't say enough about how amazing it was working with Deslyn for the purchase of my son's truck. From the moment I met her she felt like an old friend...so warm and real. I honestly forgot what I was there for most of the time since we were having so much fun chatting about other things. In sales, not having the customer feel like you are "selling them" is key and she never once made me feel pressured in any way. From start to finish I could tell she truly cared about making this surprise for my son perfect! She helped me pull it off, even celebrating with us in the reveal which made it even more fun. She has the absolute best energy and was genuinely excited for the both of us. If you're looking to purchase a car or truck definitely ask for Deslyn! And Ford, you're very lucky to have her on your team!
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January 2024 by Daniel Rivero
Good afternoon, service advisor Derek Pelham provided me with one of the best guest experience possible 1/13/24. I would definitely like to see if there's a way to compensate this guy with a promotion or salary increase. Guys like Derek are very hard to find..?
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January 2024 by Rafa V.
Absolutely great service! I was very relieved when I decided to move from Wyatt Johnson Ford to this dealership. I always prefer to bring my cars to the official dealership and WJF did not live up to the expectation. I have to drive an extra 30mins to get to Franklin but I would keep coming back to Ford Lincoln of Franklin. Danny Paiz was the representative that helped me and he was very welcoming, patient and flexible when making an appointment. The service provided by the staff was just as expected and performed in a timely manner. One happy customer. Thank you
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January 2024 by Randall F.
This dealership has been awful to deal with on multiple occasions (including ordering a new vehicle) but this last time takes the cake. Their (lack of) service department has screwed us around for the last time. I have now gotten rid of my last Ford and will not be buying this car brand any more because THIS DEALERSHIP doesn't know how to treat their customers.
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December 2023 by Yulonda Latham (Y)
I was very pleased with the service here.
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December 2023 by J B.
Taylor Handsel is by far the best salesman I have ever had. He is truly the best! If you have any reservations about Ford of Franklin, go see Taylor.
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December 2023 by Steve M.
Working with Ford of Franklin was a great experience. Miguel (my salesperson) and Bree (finance) made the process as fast and painless as possible. I will absolutely consider Ford of Franklin for my next purchase.
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November 2023 by Juan Z.
It was very pleasant. From test drive to purchase it took a couple of hours. Of course the Navigator sells itself but Alex was a delight to work with. He was professional, knowledgeable, respectful and patient. This is my first Lincoln but it won't be my last.
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November 2023 by Morgan L.
I had a 2017 explorer XLT that I was interested in trading in for a newer model and Alex made the entire process and experience seemless and easy. I ended up going with a 2023 explorer ST and absolutely love it! I would highly recommend Alex to all my friends and family when they are in the market for a new vehicle.
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November 2023 by Wayne L.
I was looking for a new vehicle. Originally, I had my heart set on a new Ford Bronco, but after some serious consideration, I decided on an SUV. I found the one I really liked on Lincoln of Franklin's website. Jeff came out to greet my wife and me. I have never had a car buying experience that went as smoothly as this one. Jeff answered all of our questions and helped set everything up on the vehicle before we left. A couple of days later, I had a couple of questions and went to be there. Jeff helped again and made sure that I was totally satisfied. Next time i have to purchase a new vehicle, my search will definitely begin at Lincoln of Franklin.
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November 2023 by Amber B.
I originally posted a 5 star review. My online buying experience was wonderful and seamless. However, less than two weeks after purchasing my 2020 GMC Acadia from Ford Franklin, my car shut down in the school drop off line. I panicked and texted Taylor (my salesman) He said that I should get it towed to the closest GM Dealership (we live 3 hours away from Ford Franklin) I paid to have it towed to a GM Dealership here in Memphis. Service department couldn't find anything wrong with the vehicle. Check engine light went off and I drove it home. Worked for a day and shut down on my way home. Salesman says we should return to the Memphis dealership. My husband wiggled a wire that he saw the Service Manager wiggle, check engine light went off, drove fine. A week later my kids and their friends drove it to the movies in Memphis. After one stop the car wouldn't go into gear. We tried everything we could until almost 1 in the morning because we couldn't get a tow. Finally just left it till morning. The next morning it cranked and drove. Took it straight back to the Memphis Dealership. It has been at the dealership for a week now and no one can find anything wrong with it. The best we got from Ford Franklin was that they would cover the repairs. The problem is, I have been without my vehicle for 14 of the 28 days I have owned it. I am beyond dissatisfied. I have no idea where to go from here.
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November 2023 by Michelle M.
They do not deserve one star. They are horrible and do not care when you have issues with your brand new $70,000 car with a warranty and recalls. They worked on my car and it's worse than it's ever been. The service managers are awful and think because they have been there so long they know how to run the business. If they were my employees I would fire them all. They are rude and arrogant men who think women are stupid. They do not return calls, voicemails, and when you visit in person.. they act like you are a troublemaking time waster. They are literally the worst company I've ever had to deal with. Save yourself tons of troubles and go somewhere else.
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November 2023 by Erica K.
I am writing to express my deep disappointment and frustration with the recent handling of my concerns regarding my Bronco Sport, which I purchased from your dealership less than two years ago. Despite bringing my vehicle to your dealership four times to address a persistent noise issue, I was repeatedly informed that there was nothing wrong with my vehicle. However, I recently visited another dealership, only to discover that my Bronco now requires a complete transmission replacement. The purpose of this letter is to bring to your attention not only the mechanical issue with my vehicle but also the incredibly unprofessional and unsatisfactory customer service I received when I called to discuss the matter with your sales manager, Donnie. Throughout our conversation, Donnie consistently placed blame on me, stating that it was my fault for not seeking a second opinion. He even went so far as to say, "not only can I not help you but I won't help you." This level of unprofessionalism is unacceptable and does not align with the standards of customer service I expect from a reputable dealership. As a loyal customer who entrusted my vehicle to your dealership, I am deeply disappointed by this experience. I believe that it is the responsibility of the dealership to accurately diagnose and address any issues with the vehicles you sell. By dismissing my concerns and refusing to assist me, it showcases a lack of accountability and a disregard for customer satisfaction. I kindly request that you investigate this matter thoroughly and take the necessary steps to rectify the situation. I am seeking a resolution but also an apology for the unprofessional behavior displayed by your sales manager during our conversation. I hope that you will address these concerns promptly and restore my faith in your dealership.
