Town and Country Ford

Grant Crago

I have been using town and country ford since I purchased by 2017 F-150 from them. The service department has been declining over the last few times I have taken it in for service. I tired to give the benefit of the doubt with the struggling times but after my latest experience on Thursday I will not be returning and they have officially lost my business in future purchases or service. On Thursday I had an appointment for an oil change and state inspection. I dropped off my truck at 8 am for an appointment at 12:30 and headed to work. I didn’t hear anything all day and arrived back at the service department at 5pm. I asked to pay for my truck and found out that they hadn’t even touched it! I talked to one of the service reps and got “well your service time is only a spot in line” response. I asked for a courtesy vehicle cause they wanted to work on it again the next day and was told no we don’t have any. I asked for his service manager to call me the following day, which never happened. Then asked to speak with the general manager, he wasn’t there so I spoke with Terry Smith assistant manager who took my information and stated we will call you at 830 on Friday morning. Still awaiting for that phone call which never happened. Total lack of customer support and service from top to bottom throughout the organization! No phone call from service rep that they weren’t going to get to my truck, no phone call from service manager when asked, and no followup from general manager or assistant manager. UPDATE…. So the service manager, Jacob reached out on Monday morning first thing and deeply apologized for how things had happened. He stated that they would provide a courtesy car and would get me in as soon as possible. I dropped off the truck yesterday morning and will be picking it up this morning. Jacob gave me his personal cell. I still need time to decide if Town and Country is the right place to take my truck and ones effort doesn’t discount the facts of service reps need to keep clients in contact weather good or bad information. Until I see true improve on my next potential service appointment it is going to hard to trust that they will do a good job. I do appreciate the effort put forth by Jacob but his team needs some work to communicate effectively to their clients.

bob waterhouse

Update 4-20-22: If the general manager really wanted to resolve this issue why didn't he just look in my file where the telephone number was and give us a call?? Fact is he didn't, they don't really care about the reviews. They just put this on the review to make people think that they were concerned. Two star just went to one star! Original message: We purchased a new f150 a few years back. Very happy with our truck, but service seems to have issues. Very bad about getting back to us. We have some warranty issues and we need a vehicle to drive. They don't have but a few, so we're told. Employees don't seem to care that we need something to get to work. We purchased an extended warranty to cover a loaner for this kind of issues. The last time we had our super duty worked on, they never hooked two hoses back up when they replaced the fuel pump. It caused a mass vacuum leak and turned on the engine light, I had to fix it myself. Our tailgate issue that we received a TSB about, they left the screws loose, I fixed! This kind of customer Experience will keep me from a future purchase, thought we should make people aware of issues before a purchase.

Israel Braddock

Working with Alex to purchase my truck was a seamless experience. I felt that my opinion and outspoken thoughts were listened to and he helped steer me towards something that fit me better, and I am incredibly glad he did. Courteous, patient, and professional. The typically-tedious paperwork side was efficient and thorough. The dealership even kept my old car in a secure lot for two days until I could come back and collect. I am glad to have picked T&CF as my dealership.

Dwight Shepard

Working with this team was great! Rene S. made the process simple and smooth, as I had to travel to complete the purchase and pick up of the vehicle. Definitely will do business with them again!