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September 2023 by Mario P.
I brought my vehicle with a complex problem considering the age of my vehicle. Danny Morris' performance as a service advisor was truly exceptional, exceeding all my expectations of my overall customer experience. His dedication to delivering superior service was evident through his meticulous attention to detail in providing comprehensive information regarding timelines, necessary services, and anticipated wait times. Thanks to his proactive approach, both of my visits can be characterized by a seamless and transparent process, devoid of any unforeseen circumstances or unexpected developments. Danny's commitment to ensuring customer satisfaction was truly commendable, and his exceptional customer service undoubtedly sets a benchmark for others to aspire to.The same can be said about the technicians. My vehicle was clean, repaired quickly, considering the number of cars that were in the bays.
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September 2023 by Jackie B.
I have gotten my car serviced here in the past but this last time was TERRIBLE. I had my Ford Fusion Hybrid towed there on a Sunday, left a message and keys for them to get first thing Monday morning when they open. I did not here anything on Monday, so I called at the end of the day. They now seem to prefer texting instead of talking to the service people, and even then, there is no communication with updates, timeframe, nothing. (If you want info, you have to call and be a squeaky wheel) Finally on Wednesday, I spoke to a live person, Joey, he said they had not gotten to it yet. I called the next dayThursday at 4:00 and they said it was getting "diagnosed". I asked about a loaner car, I was told they only have a few and it's first come first serve-8 DAYS warrants at least that! Didn't here anything on Friday so I called at 4:45 and Joey said they only had 1 mechanic who can work on a Ford hybrid and he had a funeral and took day off. I understand personal issues come up, but only 1 mechanic to work on a Hybrid?Finally, 8 days later my car is repaired. BUTAfter picking up, I noticed a gasoline smell, and then it seems to come through the A/cUpdate: After a week of driving the car and still having the fuel smell coming through the a/c, I have called them and told them I needed to have them look at it again, but I also needed a loaner car. They said they would call me when they could give me a loaner car while doing the repair, two weeks has passed and I have not heard back. I saw some other reviews recommending 5 Star Ford in Lewisville, definitely worth an extra 15 minute drive for better service. I did get an automated text asking how my service was, I texted back the problems, and never heard back from anybody. Which tells me THEY DON'T CARE! My advice is Go get your Ford repaired somewhere else.
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April 2023 by Bell B.
This dealership is sexist and unresponsive. Every time I went in there for repairs they would ignore me or tell me "we'll be right with you" meanwhile the men who came in got service immediately. Every time I had work done they would forget something or it would break again soon after. When I would call to order a part for a repair they would tell me "okay we ordered the parts and we will call when they arrive to make an appointment" but then they would never call. I once called to order the same part 3 times after they failed to ever call me back to schedule an appointment. But then when my dad tried for me and called about the same exact issue, they had the parts ordered and an appointment made for him the same day. This same thing happened on several occasions. When my car was repaired here after a collision, they forgot multiple things and kept telling me "I have alerted the techs and they are ordering the parts, we will call to schedule an appointment when they come in." But again they would never actually call me to make the appointment. Do yourself a favor and take your car to a different shop or just switch companies completely. I've had nothing but amazing experiences ever since I sold my Ford and got a Honda.
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March 2023 by Randy ..
Made an appointment for service for my Raptor and then received a call stating I didn't need an appointment and that it could be done in less than a hour through their Quick Lane so they cancelled my appointment. I showed up and was told it would be over 2 hours and I asked why they cancelled my appointment then, and of course they had no answer other than "This happens all the time, every day" I now have to take more time off work to have it serviced somewhere else.
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February 2023 by Tim Miller
Tanya in Parts was fantastic. Great service, Great price and very friendly to talk to. I highly recommend her for all of your Ford parts needs!!!!!
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January 2023 by J. D. H.
It's not quickservice oil changes if you pull up 2 hrs before close and they say they can't even change your oil today. Time to look elsewhere.
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December 2022 by Daniel Garcia
I have spent over 3k on parts for my truck at Bill Utter. I went to take my caliper cores back and they said they had to be in original box and would not take them. Service is spotty too. Don’t waist your time here. Customers should not get attitude for buying things.
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October 2022 by Heather C.
Ivan Barrios made me feel really comfortable during the car buying process. No pressure and straightforward. Ivan 214-723-8577
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August 2022 by Preston J.
Impressive service department typically slow taking too long for oil changes but my last two visits have been surprisingly quick. They always give you gloomy warning that the wait is 1.5, 2, + hours wait for an oil change as soon as you open the door in the drive up and it usually seems like it takes forever. But it's been much better recently and today I was in and out in record time so service time for those that have to wait is getting better and I appreciate that.
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August 2022 by Stephen A.
I was having issues with my bronco after purchase from another dealership and scheduled service at bill utter because it was nearby my home address And brought it in there. They kept the vehicle over 40 days with no call no text and no email about service updates on it when calling they said their phone would go straight to voicemail. They had no options for a loaner car either for that time. It caused me to lose my job and set me back extremely financially. Then when I finally came in to pick it up the service department didn't provide any record that it had the vehicle. Will never go back.
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July 2022 by Jim Eberhart
My service at Utter Ford was not what I expected. However, after discussing my service with the Service Manager, we came to an agreeable solution.
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April 2022 by Ryan McCammon
This has to be one of of the most frustrating service experiences I have had. Brought my Ford in for an issue. It ended up being covered under warranty but took a week to get done. Meanwhile, the communication was extremely poor. No offer of a loaner. Picked up the car to be told it wasn't entirely fixed and that I would need to bring it back. It has now been over a month and they have yet to schedule me. I've called repeatedly. They don't call back. I've spoken to several people who are nice and apologize but then nothing happens. I was told over a week ago that they are trying to find a rental for me while they complete the fix. This is madness. I should just go somewhere else but they are already started the repair. My next recourse is to contact Ford directly. I would strongly recommend taking your service needs elsewhere.
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January 2022 by L V.
Horrible, service department. A supposed manager big, huge guy that sits in the corner named Mike office closest to the street does not know how to defuse or have customer service, can't handle, anything. I called in advance for pricing and it was totally different by the time I got there the pricing was $100 difference. If you need anything handled or done go to Perry. At least Perry seems to enjoy his job and knows how to handle customer service.
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August 2021 by Bob K.
I just wanted to give this dealership a big shout out because they treated my wife so well while we looked for a new vehicle to replace her Ford Focus EV that we sold prior to moving to TX. The fine gentleman who helped us was an African American man whose name I forget and whose card I've lost, but he goes by the nickname "The Preacher". Why? Well, because he is one!One thing that always irks me is when someone treats my wife with attitude, but our experience here was nothing short of exceptional. Because my wife is very petite (barely 5'), finding a vehicle that fits her is difficult. We wanted to buy something a little bit bigger for her (compact to mid-size SUV) and we wanted to give Ford and Chevy a first crack at our business to support our economy. So the Preacher patiently brought out each of the 4 Ford vehicles (including the small Transit van) that fit the profile, but alas, none of them fit. We were disappointed, but nothing could be done.The Preacher was almost apologetic about all of this (wasn't his fault, right?) but his stellar attitude and customer service was really out of this world. We talk about him from time to time when we pass the dealership on our way back from shopping runs in Carrollton.We look fondly of the 30 mins we spent there and should we ever need to buy a new vehicle in the future, we'll seek out the Preacher at this dealership.
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April 2021 by Tyler T.
Prepaid almost $1400 for a part, then when the delivery ETA was passed the adviser went virtually silent. Didn't respond to my calls and wouldn't even call back when an operator put a note on his computer monitor to do so. When I finally got in touch with the service manager he said the part was already there.Service manager took charge of the case, and said installing the part in my vehicle was being made a priority, and would be finished next day at the latest. Next afternoon rolls around and he, too, vanished off the earth. After routing through the department operator, I was put in touch with the original adviser, who apologized for "dropping the ball on me".The big day comes for me to pick up the car and, shockingly, more silence. I even tried going through the department operator and nothing. I finally got a ride to the shop, where my advisor waved me off to the concierge to pay an additional $960 for labor costs and leave. That is, once they found the keys.So far, the car is running in good condition, which is what's keeping this from being a lone-star review.The official explanation was there had been a bit of an exodus of employees during the week, and the reduced crew had backed things up considerably. Being someone who's career exists on time estimates and deadlines, I understand how unforeseen incidents can shred a timetable. However, their indifference in communicating with me--and presumably other customers--about the situation shred any confidence I have in how they'd conduct future services. Nothing that I'll be stopping by to find out.
