SAMES CROW FORD

My family and I have purchased 4 vehicles from Sames Ford over the years. 2 in the last 3 years. My sons 2017 Fusion had an issue with the gear selector in his vehicle so we took it in for service. While explaining the issue to the first service advisor Amado, he tells me that they “do a little more than a google search” and laughed about what I was trying to explain. At that point I was done with that type of attitude from a rep who doesn’t know what good customer service looks like. Then the service director Kelly steps into the room and the advisor tells his manager that he will not help me anymore and that Kelly can get someone else to do his job. I talked with Kelly and explained my side and he then proceeds to do exactly as his employee told him and had me work with another advisor. This time Daniel seemed like he was going to get things handled and we proceeded to leave the vehicle for service. Daniel calls later in the day and states that the amount for the repair that the warranty will not cover is $108.50. When I asked what that additional about was for he said it was for “programming” or PMI of the gear selector switch. I asked if he could provide me with the bulletin or documentation about it so that I could provide to the warranty for consideration of payment. He said yes he could and I went ahead and approved the work. When I went to pick up vehicle today he tells me that he couldn’t find anything on the PMI but that the technician “told” him it needed to be done and we went to talk with them tech. The tech pulls up the instructions for the gear selector and it clearly states “programming not needed” unless it’s part of a specific TSB. So I asked to see that TSB and of course there isn’t one available. The tech prints up a definition of what PMI is and says that’s should prove it. At this point I ask to speak with Kelly again and he again let’s his employees tell him how to do his job and what needs to be done. So in the end this dealership charged 3.1 hours of labor on a job that was booked at 1 hour and could not properly explain or show where that work was required from Ford as they say it was given to them. The service manager Kelly doesn’t really manage anything in this department. Beware of overcharging on service hours when taking your vehicles to them and not receiving any type of leadership or customer experience from the Service Director Kelly Bell. The end of the invoice asks to call him if we aren’t “Completely Satisfied” but that is just words on this paper because if his employees don’t tell him what to do, he won’t do it. Never will they get my business again. And I will definitely let everyone I know that the service department at Sames Ford at 4721 Ayers pads the labor hours to gouge their customers and can’t prove where the time is used.

quick, thorough, no hassle inspection, and best of all no wait!

Prompt and quick service. Staff very friendly.

Reported results of multi point inspection. Made recommendations for future service. .Quick- Lane service Dept.
I find them to be excellent for minor problems

They do a good job. Like any other dealership I'm sure they are expensive but they do a good job. They have a fast service lane that if you are bringing it in for something simple like that you can go there instead of the regular service lane. It takes about an hour to get an oil change and tire rotation.