Phil Long Ford of Chapel Hills Service

Reviews

Reviews are sorted by relevance, with the most helpful and insightful feedback listed first for easy reference.

  Melissa
2 weeks ago
The only reason I am giving four stars and not five is I'm still waiting for back order parts. Come on Ford! At this location, Alex R. is the service specialist I work with and he is incredibly knowledgeable about all cars and what he doesn't know he finds out quickly. He is constantly checking for the parts on back order (come on Ford!), and is great at communicating what they found and what will be done. He literally climbed in the back of our Bronco sport and watched for where the elusive leak was coming from. Talk about service. I truly appreciate his effort in making my visit complete and pleasant.

  Justin Justin Justin
a week ago
What is with these people?! Worst service center ever. Make appt, they change the time, make an appt, they cancel. I'm going somewhere, anywhere else, but to this place.Edit: I've attempted to make appointments with this place many times. One appt attempt, I drove in, made an appt face to face for the next week. The appt "magically" was cancelled.This last appointment attempt for today blew my mind; made appt two weeks ago for a mandatory/warranty service, appt was made for 1030 in their system, I know for a fact I requested 930 and was told as much (it was coordinated at work for pickup). Then appt in their system changed to just an oil change. Why would I make an appt for that!?I'm really bummed with the lack of customer service knowledge about the products. I even bought my truck from this place. Never go here.

  Brian Merritt
2 months ago
They advertise a Quick Lane as a way to get your oil changed and tires rotated. I made an appointment and when I arrived was told it would be 3 hours for my oil to be changed!!! When asked why I was told they were short on techs. I understand that you might have personnel problems, but if you know you re behind because your techs called out sick you should reach out to people with appointments and let them know. I ve been here an hour and 15 minutes and my truck has just now been put in the shop. What is the point of having an appointment? In what way is this quick? My experience with this dealership has always been anything but quick. But I already bought the coupon book and I m stuck coming back here 4 more times before I m free!

  James Vinson
a month ago
Do not bring your vehicle here to have it worked on. Nothing but an absolute asenine and tedious experience of being lied to being told your vehicle is fixed when it's not, while leaving out details of further problems related to the reason why you brought your vehicle in the first place. Zero sympathy from the Service Manager Steve Hogarth after the lie was discovered, an unwillingness to do anything more than the bare minimum, and an overall feeling of being the source of frustration for simply asking them to do their jobs and do so correctly. Go to motor city Ford if you have warranty work, or anywhere else like Firestone for anything else.

  Sally Staschke
4 months ago
I'm writing this review for others to make sure you are checking your finance paperwork before you sign it. I purchased a vehicle from PL Hyundai Chapel Hills recently. The sales person was doing his part with the sales manager, you know the part where they go back and forth with the price of the vehicle and the vehicle payment. I asked for two things, these two things were written on the paper that paper and the sales person told me those two items would be honored in the agreement. Both the sales manager and I signed the agreement. When I got back in finance and reviewing the paperwork I noticed I was being charged for both those items. I think the integrity of this business practice needs to be looked at. It's basically lying to the customer. It was never expressed to me that I was going to pay for both items. I was lead to believe it was part of the deal only to find out I was actually going to pay for those two items.

  Gene Simmons
5 months ago
Let me start off by saying that my service advisor, Bailey, was awesome. She went above and beyond. I would give her more than five stars if I could. I'm glad I found the Chapel Hills one. I would go to the Motor City one, but you can never get them on the phone, and they're just not as friendly as the Chapel Hills people. I highly recommend Chapel Hills over Motor City.

  Abimelec Algarin
4 months ago
Where do I start! Came here because my 2023 Ford f150 had a Transmission leak. The truck was here around 4 days the Representative (Brad) provided minimum update. Got the truck back and realized that the leak was even worse. Call the service department back and reschedule another appointment to fix the leak. I informed Brad about the leak and requested a oil change as well, because the truck had 7k miles. The truck took a total of 3 weeks to get fix. Sadly it took a few calls and a face to face talk with a supervisor to get my truck back. Guess what they didn t even complete the oil change. Bottom line these departments has a poor customer service with vehicle status and QC procedures. Don t take your vehicle here. I recommend the Dealer Service at Motor city.Abimelec

  Lynn
2 years ago
A few weeks ago we made an appointment for an oil change and a repair for a leaking wiper fluid reservoir, when they were done we got a bill for an oil change and $60 fee to look at the reservoir to tell us it was broken, which we already knew. They told us a part would need to be ordered to replace the reservoir. Took it back today to have the part replaced, when we went to pick it up they told me that it only need a repair?!?! They said it was fixed, I asked if they put fluid in to test it and they hadn t, apparently they were out and told me to go to Walmart to get some. We get home and put the fluid in and guess what!?! Still leaking! Very frustrating that they could have seen this had they tested it out. I paid almost $200 for nothing. We have asked for a refund and will be getting the repair done properly elsewhere.

  Theneal Howard
5 months ago
Brought my car with a service light on and picked it up with the light still on after paying over $1500 in repairs. They asked for it back to fix and magically found more issues for a bigger bill. Communication was terrible at all levels. Don t go here unless under warranty. Dylan was horrible.

  Robert Robbins
8 months ago
Great service. Had me in and out quickly. While I was waiting, they have this amazing market to get a snack at in the waiting room.

  Viviana Esposito
10 months ago
Carlos was very kind, helpful, and understanding of my limited budget. My oil change took about an hour and a half, so I just waited in the lobby/showroom. They also had a shuttle for a 10mile radius.I did have some trouble finding the entrance to the Quick Lane service for whatever reason?? I m sure it s not difficult, but a nice woman offered to drive my car around to the other side just to make it easier! Good service and great people!

  Jonathan Jonny Benton
11 months ago
I always take my Transit back to the dealership for service and repairs. I know right now things are a little confusing due to the remodeling and construction going on. The last time I brought my vehicle there, I m not sure if the service was even done right. I ended up checking the oil and saw that it was way too full and I had some oil leaks. Very strange as this is a well cared for vehicle. I assume that it is because there was too much oil. I took it back in again to get service. The tech did a great job this time around. The only issue I had was with the tires. I have had the tires replaced before and never had an issue. This time I had the two front tires replaced. When I got the van back, the low tire pressure light was on. I asked the tech if this was an issue as I have never had that happen after a tire replacement. He said to just drive it 5-10 miles and it will turn off. I ve driven about 20 miles and the light is still on. I will be taking it back as there is clearly a tire-pressure issue after getting it back from the dealership. Not sure what is going on as I have never had these issues until all this construction and temporary service office was set up. Hesitant to take my vehicle there for service again. Will add a star back if they can rectify the issue, but may consider going to a different service center moving forward. This vehicle is very important to me Services: Brakes, Oil change

  John Harrington
7 months ago
I showed up unannounced at the dealership with a cracked fuel filter that was badly leaking diesel fuel. The service manager came out immediately and set up a plan for the repair. I was back on the road within a few hours with a new fuel filter. I was amazed that they could take care of my problem in such a short time. From the service manager on down to my service advisor, Dustin, everyone I dealt with at the dealership was extremely helpful and professional. I could not have asked for a better Ford dealership experience. I will definitely use them again. I highly recommend Ford of Chapel Hills for any Ford service needs.Service: Engine repair

  Timothy Ottaway
4 months ago
Bait and switch with coupon books sold as full synthetic diesel and then charge over $100 extra for full synthetic each oil change. Terrible customer service! Make appointments and they don't have work scheduled so they want you to come back on different days. Stay as far away from this place as you can.

  Renee Lovely
7 months ago
Alex the service provider was great! He was very polite and keep me in formed and updated. The shuttle service driver was polite and on time and called when he was on his way. Alex keep up the great work and hope to see you with future services. Stay true to yourself and continue to be positive and polite to others .Harlen CalahanServices: Steering & suspension repair, Steering & suspension replacement, Wheel alignment, Auto maintenanceServices: Steering & suspension repair, Steering & suspension replacement, Wheel alignment, Auto maintenance

  Robert Helfrich
9 months ago
When I arrived for my appointment the greeter could not find my appointment on the sheet. I showed him the confirmation email Ford sent me. That does not sit well with me. Also, I had an appointment. I don't believe it should take an hour and a half to chance oil, fill fluids, and the other small things shown on the coupon. Additionally, I have 2 recalls and the person taking appointments said they are booked out to September. As a manager, I would not have just 1 employee doing recalls. That sounds cheap to me, especially when you are spending millions of dollars making your business look better. That is not going to help the service section, only sales. Hire more mechanics.Service: General repairs & maintenance

  John Garharr
8 months ago
Used their quicklane to have their techs go over the work i did on my car myself. over the phone quoted me an hour of labor, once i got there it took three hours from handing off the keys to getting them back, but they still only charged me an hour. replacement parts costs just about as much as it would if you bought them yourself, no silly up charge. easy and reputable place.Service: General repairs & maintenance

  David Lycan
7 months ago
Alex was great, but I was not pleased with the timeline of my repair. I had to wait two months for parts (not the service centers fault) but once the parts were received my truck was kept for two additional repair days because a wrong part was sent. I do blame the repair center for this because they should have confirmed that all parts were correct before starting my repair. What should have been a three day repair turned into them having my truck for a week.Service: Oil change

  Chad Rice
2 months ago
Bailey and Ben have been superb! Professional staff great service competitive prices.

  Willie d Sanders
10 months ago
Make sure you go see Alex he is very professional and communicate well . Let s you know what going on. Also Bailey made sure I was take care of customer service was amazing

  Michael Welk
8 months ago
We had Phil Long service out to complete a recall update and look at some error codes. Being a rural fire department it was important for the technician to service the vehicle at our location to minimize the out of service time and to keep our resources in district and ready to serve. The technician was on time, friendly, professional, and very efficient. We appreciate the quality service to keep us up and running to serve our community.Service: Vehicle Inspection

  Lexi Newman
7 months ago
Parts availability is out of their control, so I won t dock for timeliness. My service advisor (Rares) communicated with me the whole time, fought for my warranty coverage, and let me know up front how much I would be spending for my repairs. The shuttle service was much appreciated, as was the free delivery of my vehicle to my house when service was finished. I thought I would be spending an arm and a leg to get my vehicle back on the road, but most was covered.Services: Transmission, Electrical repair, Auto engine diagnostic, Auto maintenance

  Logan P
8 months ago
People seem stressed here. Came in for a recall that was delayed due to supplies. I was wondering if I could get an idea as to what noise my car was making since I was there. Got told we only have you scheduled for a recall and not an inspection. Fair enough. Recall was finished pretty quick. Kind of seemed like I didn't exist there. The older man who helped me with the popcorn was cool tho.

  Taylon Molnar
10 months ago
Dropped my truck off for a water pump and pinion seal replacement, and Ford took great care of me! I got quoted at multiple shops and they all wanted to charge almost double what they did. Robert was the service employee that helped me and he was very responsive and was quick to get my truck fixed. I will definitely be coming back in the future!

  STEVE B
8 months ago
A lot of people in blue Ford shirts milling around the service reception area. No service advisor came to check my vehicle in. After 10-15 minutes one of the several young girls approached me and stated she would take my information.After the service and billing was completed the service advisor , a young lady, stated she would get my car delivered to the reception area. I waited 25 minutes and watched the valet approach later arrivals to get their vehicles. I told him I had been waiting longer, and no car!He was lost. Finally after 31 minutes, SA Bailey, realizing I had been waiting and she had not followed thru, went to get my car.Terrible organizing, lots of employees wandering around doing little if anything.Disappointing service. Doubt I will go back.Service: Oil change

  Kathryn Learn
10 months ago
My husband and I are on a 4 1/2 month road trip. We were in The Springs for a few days to visit friends. I brought our Ford Transit 250 campervan to Phil Long Ford for an oil change/regular maintenance.As soon as I pulled in (I had an appointment), I was greeted and "signed in" then told to wait for my service team member. I waited only a couple of minutes before Carlos appeared at my window. He took down all my info and told me my wait time would be about 1 hour and 45 minutes.My wait time was about 1 1/2 hours. During that time, my friend drove me around The Springs to show me all that had changed since I lived here 20 years ago.Phil Long was efficient and my experience was positive. I give them 5 stars but would give them 10 if I could!Thanks, Phil Long!!Kathryn LearnMarylandServices: Tire rotations, Oil change

  Lindsay Render
9 months ago
Had a great experience with their service dept. I received a recall notice in the mail back in 2022 and called to make an appt to get it fixed. Unfortunately they were booked out over a year and I ended up making my appt for August 2023. Just last week (kind 2023) I received a text from Haley offering their mobile service for the recall. After a few texts they had me on the schedule and a few days later the service was complete in my own garage. Super easy and convenient. The tech that came out was friendly and got the job done very quickly. Would definitely use this service again.

  Emily Kennedy
10 months ago
I felt my agent didn t do a very good job at all! I had to be the one to make contact regarding my car every time. It was completed at 11:30 am but I wasn t notified until I reached out at 4:30, this resulted in me not being able to get my car until the following day. They suggested delivery when I dropped off, so that is what I requested. Once again delivery wasn t scheduled until I reached out the following day even though my agent said it would be delivered first thing in the morning . My car was returned at 11 am - a full 24 hrs after being completed. I understand having it delivered takes additional time, my issue is that my agent never once made the first contact and when I asked why I wasn t notified he said he must have left a voicemail on an old number. I have had this number my entire life. It was in for a recall so I really have no idea about the quality of the recall work as it wasn t giving me any issues.

  Sandy Green
10 months ago
My visit with Phil Long Ford of Chapel Hills was very positive. My car was serviced in a timely manner and the service manager took time to explain any recommended maintenance services necessary. The repair costs were reasonable. Each staff member I spoke with was very accommodating and customer satisfaction was a priority.Service: Vehicle InspectionService: Vehicle Inspection

  Raul Jabalera
a year ago
I ve always had great experiences here. I typically work with Mark who is great but this time I had the opportunity to work with Casey who was just as great, she was super helpful and communicated well with me. I also worked with Mike in parts who helped me identify my key to get a new one programmed, he s always been helpful as well. The invoice is never nice to look at but it always seems worth it. Thank y all!