-
September 2024 by Ray McCoy
My Ford F-150 King Ranch was at Maxwell Ford Service Center for almost one (1) month. All of the issues were due to manufacturer's defects and delays within Maxwell's Service Center. Initially, the service technicians attempted to convince me that the issues I identified were not really issues. I pushed backed and eventually they concurred that they were in fact issues. Because the issues were due to manufacturer's defects, Ford Maxwell had to order parts which took quite a while, definitely out of my control. Finally, the work was completed and when I was checking out, they denied paying the extended rental car charges. They also charged the warranty company an amount that was significantly inflated ($5k for 23 hours worth of work). I spoke to John Sullivan (Service Manager) and he basically didn't want to have a discussion. He would not engage with me and basically walked away from our discussion. I was very disappointed with their lack of covering this cost. He stated he would call me to follow up on this discussion, but I never received a phone call back from John. I'm not sure how he became the Service Manager with the lack of interpersonal / customer relations skills. I purchased this truck at Ford Maxwell in the Fall of 2020 and had them service my vehicle ever since. I was a long-time customer of Ford Maxwell until this experience. Very disappointed.... The only positive note was working with Megan as she was good to work with, kept me informed and attempted to make it right.
Disappointed Customer!!
It's interesting, after I've reviewed other reviews form other dedicated customers, the Service Manager's lack of customer service skills is a recurring theme.!.!.!
-
September 2024 by Fred Austin
I have a 2014 fusion hybrid, which i bought from Maxwell a decade ago, and I left in the shop August 31st, Saturday morning before 9. I have had two service advisors, neko and then John Evans. I won't go into details and disparage anyone but my experience with this service repair has been horrible. On two occasions I have asked to speak with a service manager and have not been able to because he is unavailable. Mr. Evans stepped up to help when I first asked for a service manager but now he broke his promise to call me back by friday at 4 and did not. Also he has not returned my call when requested on Saturday. Today I called at 10:00 am and am waiting for a call back. (He called at 10:25, car still being diagnosed for 2nd repair. I find it perplexing that it needs a separate person to diagnose an issue. Already received one repair on same visit.)
Maxwell Ford needs to get a service manager who can properly oversee this department and who is not afraid to speak with customers. I have no other explanation why I am unable to get through. None. I will never take my car back to Maxwell Ford for service. I will go back to Leif Johnson. Although their service department waiting area is not as nice, I've never had issues there. It's just sad I will have to travel so far when this dealership is nearest my home.
-
September 2024 by Olivier Giovannoni
Ahh, Maxwell Ford Service Center, what a delight.
Question: How long does it take to get a new battery, a tire patch and an estimate for a water pump?
If your answer is over 15 days, you'd be right. More precisely, it takes Maxwell Ford >15 days (during which they keep your car), 3 follow-up emails (all unanswered), 3 texts (all unanswered) and 1 voicemail. No discounts, not even a "we understand your frustration"... Oh but wait, there's more.
They called me back after the voicemail to let me know the car will be ready at the end of the day --but they only sent me the estimate and didn't replaced the battery or fix the tire. Kinda hard to drive off without those! Also they replied at 4:52 on a Friday, so good luck).
So today I showed up in person. After a courteous conversation with a service rep they STILL couldn't change the battery and patch the tire TODAY (I showed up before noon, giving them 5 hours to change a battery and patch a tire).
There's a background too. (1) I had them do a multipoint inspection ("the works") *and* a battery test 2 weeks prior (so, a month ago) and they said the battery was fine --yet the battery died 2 weeks later and I got stranded. Not even a warning saying "your battery is getting old" or whatever. I wonder what the point of a battery test is if it can't detect that the battery is gonna die in 2 weeks.
(2) Also at that multipoint inspection they didn't find that my water pump was leaking --which btw is a well-known problem on 3.5L V6's. Ford engineers had the brilliant idea of integrating the water pump to the engine in such a way that if the water pump fails, the whole engine needs to be taken apart and put back together (15 hours of work). So replacing the water pump is over $3,000 instead of a few hundred dollars like at other car manufacturers. I had even told them at the multipoint inspection that I had this leak --yet in the inspection report that very common and predictable water pump leak is not even mentioned.
(3) I also asked them to inspect and patch tires because I had a leaky front driver side tire. They gave me my car back and a week later --you guessed it-- the same front driver tire was half full.
(4) I booked that multipoint inspection online for $39 minus 10% but I was presented a bill for almost $60. I complained and they adjusted the price back down, but still you get the picture.
And now we're back at (5). I dropped my car off for water pump diagnostic and estimate, tire patch (again) and a new battery. They said they'd contact me early next week but it didn't happen; texts and emails went unanswered. The voicemail was returned to tell me I'd get a repair quote later that day and they sent it on a Friday at 4:52pm --without fixing the tire and replacing the battery.
Also that quote stated "water pump defective, $X,XXX". What diagnostic was performed? What tests were run? What's the breakdown in parts, labor and taxes? Who knows. If you want me to approve thousands of dollars in repairs at your shop, you should provide me with details.
Note that the 3 service people I dealt with (Cindy, Zach and Shaff) were attentive and helpful in person (but then they ignored my texts and emails). The problem lies in the back with technicians who are facing backups. Still, here we are. Despite all I described and despite *two weeks* of waiting, I still don't have my car, they invoiced me full price for battery and tire patch (no discount, no explanation, no apology, not even a "I understand your frustration...").
((Also, they went ahead and priced my car and tried to low-ball me. And they try to upsell you plenty of services of questionable necessity and urgency. But I guess all dealerships are like that?))
-
September 2024 by Mary Pajestka
Longest I have ever waited for an oil change.
-
August 2024 by Dana Lindahl
Failed to diagnose the issue on the first visit for an issue that was causing water to slosh around on the right side of my truck. After a heavy rain the problem got so bad that water begin seeping into my passenger side floor. I brought the truck back in again and asked them to look at it sooner than 4-5 days because it already had water in the cabin, but they said they couldn't.
They properly diagnosed and fixed the problem the second time, but since it sat so long, the carpet grew mold. They did change the carpet under warranty, but upon picking up the truck, I became very ill when driving it and for a few hours after exiting the vehicle. I have lived in place with mold before so I am very familiar with the symptoms of mold exposure. I also have a young baby and this is our family vehicle, but I can't put my family in here due to the mold issue.
I have also run multiple mold tests using airborne specimens collected from inside the vehicle and they all came back positive.
I've returned to the service center multiple times and they claim to have no idea what to do and also claim this is the first time they've ever had a mold complaint. The last time I was there, they all but told me to pound sand and contact Ford corporate if I have a problem.
I did contact Ford corporate who told me the dealers are all independent and they can't force them to do anything so I have to work with the dealer to getit resolved.
So this service center caused a mold issue in my truck both by failing to diagnose it properly the first time or deal with the issue in a timely manner the second time, allowing mold to grow. I now cannot drive my own truck with my family because they've returned it to me in an unsafe and unsanitary condition.
-
July 2024 by Brendan Harvey
This service center is horrible.
After they told me to bring my truck in for my appointment they rescheduled for 3 weeks out.
Once they finally looked at it they quoted $1283 for a software download and a $168 part.
Over $1000 in labor for a software download and a windshield wiper switch.
Avoid at all costs
-
July 2024 by Steven Capobianco
I am deeply disappointed with the service I received from Maxwell Ford’s service department. Recently, the front wheel of my 2018 Ford F-150 Platinum detached while I was driving, posing a serious safety risk to me and my family. A nut, holding the upper control arm to my wheel, literally unscrewed (images below).
When I approached the service department for help, I was shocked to learn that they were denying my warranty claim, citing the leveling kit as the reason despite the fact that the leveling kit, which Maxwell Ford recommended and installed at the time of purchase.This feels like a bait and switch, as the leveling kit was suggested and installed by their own team. Despite speaking with multiple representatives (all very nice by the way), I received inconsistent answers and no clear resolution.
The lack of accountability and refusal to honor the warranty for an issue caused by their own recommended modification is unacceptable. This experience has severely eroded my trust in Maxwell Ford's service department and the brand altogether.
Customer safety and protection should be a top priority, and unfortunately, my experience has shown that this is not the case at Maxwell Ford.
I would caution anyone considering service or purchasing from Maxwell Ford to be aware of these practices. It is crucial for customers to know the risks and to ensure that their safety concerns are taken seriously. I hope my review serves as a warning to others and prompts Maxwell Ford to address these serious issues.
-
July 2024 by Steve Hansen
Megan Christensen was my service advisor on recent routine service visit. She was very friendly, and helped me apply points for additional service needs. I will ask for her every time.
-
June 2024 by Colton Campbell
Kiel Freeman was great, easily the smoothest vehicle purchase I’ve made!
-
June 2024 by Reymi Paz
Cindy is my advisor, she is very kind and very attentive and trained, I always trust my Ford F250 work truck to her and I am very satisfied with all my required services.
-
June 2024 by Tim Shaw
Brought our explorer in for a factory recall involving the rear back up camera. When the vehicle was brought in, the rear camera was going blue screen about 40% of the time when it was put into reverse. However, power cycling the car would fix the camera when it was failing. We had already had the dealer try to fix this issue under warranty prior to the official recall, but they were not successful.
Now after coming in for the official recall to fix it finally for good…..the vehicle got returned to us with the back up camera system completely non functional. The cameras will never turn on at any time.
The dealer said they did the recall and it didn’t work. And now they ask for $1200 to fix a a camera system they broke through a recall that was requested from Ford. I can’t understand their rationale on this situation. Our vehicle worked most of the time, then dealer breaks the system under their workflow…,but asks the customer to pay for their error. Please think about this before buying a Ford from this dealer
-
June 2024 by Jamaican Jason
Terrible service at the front desk. If zero stars was an option I would have taken it.
-
June 2024 by Blessedup
Maxwell likes to scam people
Ripped me off and overcharged me
-
June 2024 by Waleed Barber1
Nice people professional and good service, thanks.
-
May 2024 by max vero
This is my primary service center for getting work done on my F250. I have had poor experiences with some advisors, but John Evans has always taken care of me.
