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October 2023 by Scott F.
Very disappointed in the service department At Bill Talley Ford. They are unbelievably rude, inefficient and uninformative. They seemed to be purposefully unhelpful. I read the other reviews on Yelp that had similar issues and understand now why they have taken their business elsewhere. Very disappointed
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September 2023 by Lonnie Altizer
We have used this dealership exclusively since moving to the area in 2020. We have a 2019 Ford Expedition and in under 70,000 miles three of the four struts have blown. This is a known issue with these models yet it has been a fight with Ford and Bill Talley to have them replaced because “they aren’t broken enough”. Two of the struts were eventually replaced under warranty but the third is still on my vehicle. Now comes my issue with the dealership.My truck was in for an oil change and a/c diagnosis. Bill Talley Ford tells you they do a comprehensive vehicle check over when doing an oil change, but the funny thing is, they failed to inform me my left rear strut was blown. It wasn’t until the next day when i was having my a/c fixed, not for the $1800 fix they diagnosed but much cheaper and completely different, i found out about my strut. The service manager at this repair shop called me out to the vehicle and showed me, yet they didn’t even promise a comprehensive check, they just saw it and wanted to tell me about it for my safety. I brought this issue to Bill Talley’s attention in multiple ways, through a survey, calling Ford Customer Care, calling the dealership, leaving it on social media platforms but never received a call back or anything. I finally went on their website and left an email explaining the issue.I finally received a call from Fred, the service manager. He is definitely of the mindset of “one upset customer doesn’t matter”. I flat asked him was Bill Talley Ford hiding my blown strut from me since they’ve already had to replace two others. He didn’t answer the question instead said “ why would i do that i will either get paid by you or Ford for the repair.” I then asked him how, if they completed their comprehensive safety check did they miss the strut to which he said he didn’t know. I asked him if my oil change was actually completed because i didn’t get a reminder sticker or have my oil change light reset and he answered I’m sure it did but it was not done in the quick lane so the technician must have just forgotten about it. We went back and forth around the how did it get missed and was the oil change done for several minutes. I finally asked him was Bill Talley Ford in the business of releasing unsafe vehicles back to customers without informing them of the issue and then asked do you know how i know you don’t care? Because through this entire conversation you have not once apologized for potentially placing me and my family at risk. Without missing a beat he said “I’m sorry you feel you and your family were at risk”. I told him i didn’t want a condescending apology because i brought his lack of empathy to his attention to which he replied “you know what, I’m done” and HUNG UP ON ME. I have since been informed me and my vehicle are no longer welcome at Bill Talley Ford and any future work must be done at a different dealership. Why? Because i brought a mistake to your attention? Is that what you consider customer service? Is that how you deal with issues you have created, laming the customer?Since this happened i bought new tires for my Expedition. During the install i was informed, and shown, that my rear brakes were under the minimum safe requirements to pass Virginia State Inspection. I wonder if my oil did actually get changed that day….. Take your vehicles to Richmond Ford, don’t use this place. Your just a dollar sign to them they obviously do not care about your safety.In fairness I am now editing this review. Today i received a refund from Bill Talley Ford for the misdiagnosis of my A/C system. When speaking to the service manager he offer this but i declined stating I had no problem payoff a diagnosis because i brought it there thinking the A/C system was under warranty. This gesture is appreciated but does not resolve my issue.
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September 2023 by Lonnie A.
We have used this dealership exclusively since moving to the area in 2020. We have a 2019 Ford Expedition and in under 70,000 miles three of the four struts have blown. This is a known issue with these models yet it has been a fight with Ford and Bill Talley to have them replaced because "they aren't broken enough". Two of the struts were eventually replaced under warranty but the third is still on my vehicle. Now comes my issue with the dealership. My truck was in for an oil change and a/c diagnosis. Bill Talley Ford tells you they do a comprehensive vehicle check over when doing an oil change, but the funny thing is, they failed to inform me my left rear strut was blown. It wasn't until the next day when i was having my a/c fixed, not for the $1800 fix they diagnosed but much cheaper and completely different, i found out about my strut. The service manager at this repair shop called me out to the vehicle and showed me, yet they didn't even promise a comprehensive check, they just saw it and wanted to tell me about it for my safety. I brought this issue to Bill Talley's attention in multiple ways, through a survey, calling Ford Customer Care, calling the dealership, leaving it on social media platforms but never received a call back or anything. I finally went on their website and left an email explaining the issue. I finally received a call from Fred, the service manager. He is definitely of the mindset of "one upset customer doesn't matter". I flat asked him was Bill Talley Ford hiding my blown strut from me since they've already had to replace two others. He didn't answer the question instead said " why would i do that i will either get paid by you or Ford for the repair." I then asked him how, if they completed their comprehensive safety check did they miss the strut to which he said he didn't know. I asked him if my oil change was actually completed because i didn't get a reminder sticker or have my oil change light reset and he answered I'm sure it did but it was not done in the quick lane so the technician must have just forgotten about it. We went back and forth around the how did it get missed and was the oil change done for several minutes. I finally asked him was Bill Talley Ford in the business of releasing unsafe vehicles back to customers without informing them of the issue and then asked do you know how i know you don't care? Because through this entire conversation you have not once apologized for potentially placing me and my family at risk. Without missing a beat he said "I'm sorry you feel you and your family were at risk". I told him i didn't want a condescending apology because i brought his lack of empathy to his attention to which he replied "you know what, I'm done" and HUNG UP ON ME. I have since been informed me and my vehicle are no longer welcome at Bill Talley Ford and any future work must be done at a different dealership. Why? Because i brought a mistake to your attention? Is that what you consider customer service? Is that how you deal with issues you have created, laming the customer?Since this happened i bought new tires for my Expedition. During the install i was informed, and shown, that my rear brakes were under the minimum safe requirements to pass Virginia State Inspection. I wonder if my oil did actually get changed that day..... Take your vehicles to Richmond Ford, don't use this place. Your just a dollar sign to them they obviously do not care about your safety.In fairness I am now editing this review. Today i received a refund from Bill Talley Ford for the misdiagnosis of my A/C system. When speaking to the service manager he offer this but i declined stating I had no problem payoff a diagnosis because i brought it there thinking the A/C system was under warranty. This gesture is appreciated but does not resolve my issue.
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September 2023 by Nolan White
Internet sales team needs help. Talked with 2 different people a few weeks apart. Neither would give me answers to my questions. Just wanted more information about me and for me to come in. One even told me to "enjoy my search" when I questioned them why they were still asking msrp on last model year vehicles.I give them 2 stars just because the half dozen times I did stop to look at window stickers or see what i thought of different colors, i wasn't hounded by sales people.They may be my local ford dealer, but they lost my sale and future business.
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September 2023 by Ross Hamilton
Service treated my vehicle like it was just in the way and they wanted me out. Even though I asked for a vehicle check they overlooked things I knew it needed. Couldn't handle replacing wiper blades and left greasy boot prints on my carpet.I expected better. I guess if it's not a current model they aren't interested.They let me know I wasn't important so I'll make sure to not go back with any of my Fords. Nor will I buy a bronco from them that we've been shopping for.
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September 2023 by Leigh Burley
She's a beauty and well worth the wait! Thanks Brad @ Bill Talley Ford!
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August 2023 by Jeff Coons
I live in Virginia Beach and travel to the Richmond VA hospital every 4 weeks for infusions to keep me relatively able bodied and working. As a disabled veteran, service, respect and integrity are key factors for me. When I arrived at the hospital Wednesday morning, I noticed I had a flat. I threw on the spare, drove to their shop and within an hour, had a new tire for the drive home. Pricing was upfront, I knew what I was getting, and overall, I couldn’t be happier with the quality of service I received!!! Thank you all!
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August 2023 by Melissa B
Had an appointment for 930am for the Works oil change. My truck wasn’t taken back until 1050am.I understand things happen, but if you know you have bigger jobs scheduled before a simple oil change, maybe it would be wise to block off the calendar date/time so that one cannot request a specific time.I didn’t leave from Bill Talley until 1125am.
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August 2023 by martin pollen
Drew in service lied about the repairs on my f250. He said I had to replace the whole fuel system when in fact it only needed a fuel filter change. After 2 days I finally got him to replace the fuel filter and I continue with my trip to Massachusetts and returned to Florida with no issues at all. This company is out to STEAL your money so BEWARE!!!
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June 2023 by Andrew Croyle
My experience with Bill Talley was amazing. My salesman Kenny had no pressure and answered all my questions. Honestly my whole life I was told that dealerships were aggressive and would try to push for a deal but my experience at Bill Talley was the complete opposite. From the beginning it was about getting me in the truck that suited my needs and that is excatly how it went. Would come back here in a heartbeat
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June 2023 by Taylor grannis
Will was very helpful and even helped me find a 0% financing option for my complete service with 4 new tires. Was done when they said it would be.
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June 2023 by Faye Haas
My experience has always been very good with Bill Talley Ford. Never felt like I’ve been taken advantage of since I’m a female.
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April 2023 by Edgar blackmon
The service was delayed a day because the wrong part came in. The truck was finished the next day in time to take it on a trip so I was thankful. I was also overjoyed that my service advisor put me in contact with Ford customer service who covered the cost of repairs.
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April 2023 by Kyra R.
My partner brought his truck here. It only has 74K miles on it and still under warranty. It's in great condition.There was a lag when driving in the low gear. We left the truck there on February 28th,, we called them multiple time. And they say they didn't look at it yet!! This is FIVE WEEKS AND NO ONE EVEN GAVE IT A LOOKING AT, NOR EVEN CHECKED THE TRANSMISSION FLUID. 5 weeks!!!! And not one person could even take a half hour to look at it!!! This is absurd. How does this place stay in business?? My partner's truck is designed weird, to get to the transmission fluid you need to go underneath the truck, even to put put fluid in. It probably needs more fluid, and they cant take time to do that? Even to check it! It is April 7th. 5 weeks and nothing. These people do not care about service. Poor management.
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March 2023 by Jason Harris
Cannot recommend this place enough. Recently purchased a new mustang and James Lynch and Marvin Streat went above to make sure we were satisfied with our purchase. They stayed through and made us feel very welcome.The guys in the finance department were outstanding as well and it was a very smooth process. Go here if you're looking for a new Ford and talk to James!
