World Ford Pensacola Service Center

Reviews

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

  KenJ Mc
a week ago
TL,DR: I'm never buying another truck from Ford, and never coming back to World Ford. My vehicle left the dealer in worse condition than it arrived.They refused to honor the plain language of the warranty. Miranda was aggressive in inventing excuses why things couldn't be covered (funny how some of those things ended up being covered; where did she find those excuses?). She was not aggressive in any other aspect. She constantly tells you she is "on your side" then lies about what is covered and why. It's typical dealer behavior. My truck sat for over a month, had a rental for 4 days. The previous time, truck was there a month (no rental) to complete a ten minute IWE cap repair. Katie Ferrell was absolutely useless: wouldn't respond, and when she did, had no idea what was happening. Acted like a month for a ten minute, common repair was ok. The General Manager responded that he was "sorry" they didn't meet expectations; thanks for the help bub: to date I've steered two buyers away from World Ford.

  Roger Broughton
2 months ago
Brandon Roberts was extremely professional and went out of his way to make sure my concerns were addressed. He explained my repair options to me in detail and offered options. He made me feel that I was a valued customer and would make sure my vehicle was repaired efficiently and professionally.Quite frankly, I would not feel comfortable taking my Fords anyplace else.

  Kelsey Romine
a month ago
My husband has a warranty for his car that we purchased in October. It s been in the shop 3 times since we bought it, each time has taken a weeks time, even though the sales people say 2-3 days. Don t expect communication if you re receiving a service, they won t provide you with any. Its day 5 of not having my husbands car back and we still haven t heard anything, including if the warranty even covers the problem.Update: After 18 days of being in the shop, we finally have my husbands car. No updates whatsoever until we went up there to get the car and then was told it would be ready the next day. It in fact was not ready the next day, but 2 days later. Absolutely ridiculous.

  Jimmy St.Romain
3 months ago
Expectations never met...poor communication - World Ford won't send me link to review, so I had to resort to Google. I brought my 2018 Ford Flex in on the appointment date just after Thanksgiving for a clanking noise from driver's side wheel when feathering the throttle in light traffic. Light pressure on an off the throttle would create this noise. I assumed axle shaft or CV joint issue. They looked at it a week later and said it's neither of the issues I suggested and said they would replace the engine mounts. When you call the service department, a 3rd party answering service answers and connects you to your service advisor. He was never available and always had to leave a message. He would never call me back. Two weeks later, I was notified to pick up the vehicle as ready. Before I got it off the lot, same issue. I took the Service Advisor for a ride and he acknowledged the noise. They then tried to convince me that the noise is "typical" and there is nothing they can do. I refused to accept their diagnosis and asked to speak to the technician who said it's probably a transmission issue and they would take another look. Left several messages for my SA. Finally got a call a week later that they replace the transmission bracket and vehicle was ready. I didn't get it off the lot, same issue. I took the SA for another ride and suggested he ride with the technician and point out the issue. A week later with no return calls, I was able to reach a Supervisor who told me she would call me back by end of day...no call. Next day left message for Service Manager, no call. Next day, called Sales to get in the back door...what do you know..very eager to talk to me. I dumped on this poor guy and said I'm not leaving anymore messages...to walk into the General Manager's office and tell him that there is a very disgruntled customer on the phone. He replied, " ....and he will ask 'which one'?" Not very comforting. He said no one was available and he would take a message. I refused and said I'll hold until someone answers. The Service Manager answered, I asked her if she was aware that her people had promised that I would get a call from her for 2 days...and she said "no". She said she would get my car into the transmission shop today.....by the end of the day, they replaced the axel shaft and returned my vehicle 3 and 1/2 weeks later.

  Wolfy Dwyer
2 months ago
Edit: spoke with Nate, the current general manager and he is taking steps to help better our experience and was very kind on the phone. I'll update further soonI've been using World Ford for about a decade now. I continued to use them over the years because they had great customer service and didn't try to upsale me for services and when I got my cars there. My first car was a lemon and they helped us find a better replacement and were helpful. Well a decade of using them for service or purchasing ends now. My car needed some major work and we took it in. I understood and was more than patient that parts got postponed due to the snow storms up north. But what I WASN'T patient about is the fact I had to chase down my advisor to get ANY sort of update whatsoever. They put the car back together wrong, specifically installing the speed sensor magnet backwards. Couldn't get me any kind of ride as a loner etc for something THEY messed up. They originally thought they broke it and were going to, rightfully, replace it no extra charge. But because I wasn't underwarranty anymore they wouldn't even give me a rental for THEIR mess up. And gave me back my car like that which could have ruined my transmission since it couldn't tell it's speed to shift gears properly. I know advisors have more than one car to deal with. But I was constantly told I'd be called earlier in the day /morning about parts and when the car would be ready only to almost never hear from him and having to call towards the end of the day to find out ANYTHING. I have taken good care of this car it has never missed a routine maintenance and for the dealership to just totally mess it up out of what? Not paying attention? Incompetence? I have never had such a horrible experience and I'll never be back. With all the issues we experienced we requested a free oil change since really it's the least they could do after almost ruining our car and they literally laughed at us and said they couldn't give a free service.

  Brittany Willie
a year ago
I arrived at 1:00 for a 1:15 appointment for an oil change. Being my first time there, I pulled my vehicle up outside the bay window and walked inside to a service desk. I was instructed to go back to my vehicle and pull it into the bay and someone would be with me. I did as instructed and exited my vehicle, standing outside the driver side door. I stood there for 5 minutes looking lost, I m sure, while 2 people noticed me, but didn t acknowledge me. It is possible they weren t service crew, however dressed the same, although it would have been nice for someone to ask if I needed help. An employee finally approached me, and I was given an estimation of 1.5-2 hours for completion, which I thought was lengthy for an oil change appointment, but maybe they are short-handed like most businesses.The waiting areas are very organized, clean, and comfortable with a flat-screen television, free coffee/snacks, and vending machines. Very nice areas!I never received an update regarding my car until 4:00. I feel that this is an extraordinarily long time to wait for an oil change with an appointment, without any updates regarding an extension of estimated time. I m not trying to portray a Karen-like personality. I just feel like informational common courtesy could be improved at this location. If appointments aren t true appointments, customers should be informed of that ahead of time. If I knew it was going to take a third of my working day, I could have planned to drop the vehicle off for service, making it more convenient for me and the service department.All staff I encountered were friendly, and conversations I overheard with other customers in the waiting area were appropriate.Additionally, I told them this was my first time and it was my father s vehicle I was getting serviced. I asked them to look to see if he had a maintenance plan. I never received a quote for the oil change, which I think is poor service considering I stated this was my first time. This is minor, though. If I was very concerned about price, I would have inquired about an estimate. I just feel like best practice would have been to give me one since they weren t clear about if he had a maintenance plan.

  Christopher Harris
3 months ago
I took my 2023 Ford Explorer in for a routine oil change and received excellent service as always. Miranda was my service advisor, and she was awesome. She kept me updated, and I received my vehicle back well before the time she quoted as always.

  Leonid Vodovozov
10 months ago
After repairing my car in Florida Pensacola Ford dealer service I drove to work and after about 400 miles I started having noise in the car. Upon arrival at the garage in Brooklyn, New York, it was discovered that the oil fill nut was not fully tightened on the transfer case. All the oil leaked out and the replacement cost me $ 2050. In the garage, they told me that this mistake was made by a mechanic in the garage where the transmission was being repaired. I don't know who will compensate me for this damage, I would like the Ford Pensacola FL managers to contact me.

  Victoria Spiegel
4 weeks ago
A big appreciation to Anthony SummerourFor going above and beyond to assist us in making the right choices , as for assisting us in every step leading to buying our new vehicle. His customer service and kindness over exceeded our expectations .

  Michelle Bufalino
2 months ago
I had to have my car towed to the service center. Their comunication was honest and they advised that it was going to take about a week to get it diagnosed. I did NOT get good news but Matthew was amazing about it. He explained in detail about the next steps. He was fantastic! Thank you Matthew and Nathan!

  Kascus
2 months ago
I have been waiting for months for the service department to get a special tool needed to complete a safety recall on the axle bolt failure Ford issued. The dealership states that the tool has been on back order since August of last year. They have no timeline to obtain this tool from Ford. I contacted Ford and their recommendation was to find another dealer. It s hard to believe they can t find this tool somewhere.

  Bill H
3 months ago
I have purchased three F150s, a Mustang and a Fusion from World Ford in the past 18 years including the truck I tried to drop off for service today. I was told it would be 3 weeks before they could even look at my truck.Service after the sale apparently doesn't exist at World Ford anymore.I'm in the market for a new F150. Any guesses as to where I WON'T be purchasing my next Ford truck.

  savannah Hanson
5 months ago
Brought my car in 2 times for the same issue, told them it doesn t show up when diagnosed and proceeded to tell me there is no issue since it does not appear on the system. I also told them my A/C would not blow cold unless I turned it all the way to heat and back. They charged me for a part to fix it and when I got my car back it still had the same issue. If you don t know how to do you job just say so therefore my time and money won t be wasted on such terrible service.

  Nick
4 months ago
Had to wait for over a week AFTER I dropped my vehicle off before they even first looked at it. No loaner or rental options. Refused to do warranty work, and when I finally got my vehicle back my lug nuts were loose and almost left my wife and kids without a father if I took my vehicle on the highway before realizing something was wrong.

  Jeff Saunders
8 months ago
When it comes to getting your vehicle fixed at a dealership, you would typically expect to be treated with a sense of importance and care. Unfortunately, my experience with World Ford was far from satisfactory. Unlike most dealerships that pay attention to the small details, World Ford fell short in several aspects.The most significant concern arose when it took an exasperating 4 days to repair an issue that should have only required a few hours of work. Throughout the process, I found myself constantly reaching out to them, only to receive inconsistent information each time. Frustrated and desperate for progress, I eventually had to escalate the matter to management before any significant steps were taken to resolve the problem. This lack of efficiency and communication was the primary issue that left me disappointed.Another disappointing incident occurred when they needed the lock key to access my rims. While most places would have contacted the customer to inquire about the key's location, World Ford opted to rummage through my vehicle themselves. As a result, my center console, glove compartment, and spare tire area were left in complete disarray when I finally got my vehicle back. These seemingly insignificant yet essential details are typically taken care of at other reputable dealerships, making this situation all the more frustrating.If you find yourself in need of Ford vehicle repairs, I strongly advise bypassing World Ford and heading straight to Moyer Ford in Foley, AL. At Moyer Ford, they genuinely prioritize customer satisfaction and go the extra mile to keep their customers happy. Though it might entail a slightly longer drive, the service and care you'll receive will make it undoubtedly worthwhile.

  Blake Holley
a year ago
By far the Worst service you could ask for. I was given a quote to buy my vehicle for 5,000$ after supposedly getting a recalled fixed on my vehicle after I drove it a mile off the lot it broke down and then they offered to fix it for the same price. This company is bad business and very dishonest. The service director Frank is very rude he told me that if I didn t pick my vehicle up he was going to have it impounded because I explained I wasn t paying 5,400$ for a transmission after I was told Monday it was fixed and was even offered a trade in deal. This is after I explained to him it was my wife s car and only transportation for my toddlers. He further explained it was my fault that the tow truck driver didn t leave enough information on my vehicle for it to be serviced properly, but I didn t know his technicians needed a whole encyclopedia to work on a 9 year old car that came from their manufacturer.

  Donna Kubitz
a year ago
I needed to put my car in the shop due to a coolant leak. Called for an appointment and was told it would be approximately 4 to 5 weeks for my appointment. So I made the appointment, waited for the appointment and showed up at 8AM. I begin checking in and the service advisor asked if I was prepared to leave my car for about 2 weeks so they could look at it and get an estimate for repairs. What? No! That's why I made an appointment over a month ago! Oh I'm sorry, they should have told you that's how it works.. we're backed up and parts are hard to get sometimes.. Well, maybe they should have explained that when I made the appointment or in the reminder emails or texts. This is the most unprofessional dealership I've ever had to deal with. Do not use them if you actually need work done on your vehicle because it'll take 6 to 8 weeks for them to get to it. Pathetic. I do not recommend World Ford of Pensacola.

  Claire Fawal
11 months ago
Scheduled an appointment 2 weeks ago and am told that would have to leave the vehicle for 4 days for it to be in line to even be looked at despite having a diagnosis from a mechanic (computer issue so he was unable to perform the repair). Their scheduling/service dept needs to change how they do business.

  Andrew Belton
a year ago
I recently passed through the Pensacola area and it was time for a service on my vehicle, i made the appointment and showed up and was first in line, i told the service liaison why i was there and went to wait while they completed my service. This morning I was awoken by the same service liaison on the phone inquiring why i didn t give him a higher rating on the voluntary review , I explained why I left what I did, curious why I would have to justify my decision??, and apparently my response was not good enough as he abruptly hung up on me in mid sentence. Had I known I was going to have to explain my feelings to your employee, who obviously doesn t believe in personal opinions, I think I probably would have not done your voluntary review . A wise man once said if your not going to like the answer, you should not ask the question . Sorry for having to explain my decision making process. Next time I ll avoid World Ford.

  Erwin Bassett
a year ago
Awesome service! I live 2 and a half hours away and took my truck to World Ford for repairs to my transmission sensor. They took care of all other minor issues for me also. Chris Garrido, my service manager, was very helpful and keeping me up to date on repairs for my F150. Diagnosis and repairs were appropriate and timely, couldn t have asked for more. Would definitely recommend World Ford!Services: Transmission, Transmission repair

  David Morgan
a year ago
Have just set up my appointment. The service call taker was professional and knowledgeable. Had a difficult repair with the radio/cd changer on a 2005 Ford Thunderbird. Staff was once again professional and knowledgeable. Would recommend the Service Personnel at World Ford without reservation.

  Doris Wagner
a month ago
Great place, keeps you informed and did a great job replacing my hood.

  Jerry Brunst
2 years ago
I m going to be honest, I went to an autozone a few weeks ago and ran a diagnostic on my car, realized a 70$ part may be needed to replace. Since I ve owned my car the backup camera has never worked. Made an appointment more than two weeks out (informed them of the diagnostic results ran a few weeks ago) and Ford Service Center informed me they wouldn t know when it would be ready. I don t make an appointment at the dentist to wait a week in the lobby, why would I make an appointment to drop my vehicle off? I made the appointment in good faith my vehicle would be looked at and the repair completed same day. I will say the employees I spoke to this morning were very professional and after hearing I made my appointment a few weeks ago informed me they would attempt to have it looked at today. I m hopeful I will be pleasantly surprised but based on these reviews, I feel disappoint is on its way.Service: Auto engine diagnostic

  Tyler Griffith
a year ago
As many others have said, they're such a mess with service right now that you book an appointment just for them to tell you to leave the vehicle for weeks or potentially months before they can look at it. How am I supposed to go weeks without a vehicle? I guess I will continue having intermittent power steering, back up camera and ac issues. They're the only game in town and they treat you like it. The only 5 hour oil change in town.Services: General repairs & maintenance, Vehicle Inspection, Auto maintenance, Oil change

  Nayeli Rubio
a year ago
I dropped off my car May 24th, it is currently June 10th and I have not had a single call/text or email from my service advisor about any kind of update on my vehicle. Keep in mind that World Ford Pensacola does not offer a courtesy vehicle or rental, so these past 3 weeks I have been car-less which is crippling in Pensacola.Yes I have tried to call, almost every day, and the only person I can get ahold of are the poor front desk ladies, and all they can do is keep sending my advisor emails to call me back. I understand they are short staffed, but that does not excuse this very poor customer service. Do not bring your vehicle here, and if you re like me with a service contract, then I do not recommend buying again with World Ford Pensacola.

  Brandon Jones
9 months ago
Brought my F-150 in for scheduled maintenance on a Saturday morning at World Ford. Katie and the rest of the team had me in and out of there in an hour and a half. Great experience!Service: Air & cabin filter replacementService: Air & cabin filter replacement

  Steve Garcia
2 years ago
I took the time to schedule service which was 2 weeks out. Less than one hour before the appointment I received a text pointing out that it could be 5 to 7 days to diagnose my issue.When I came in for the appointment, the assistant pointed out it would be an additional 5 to 7 days before they could look at it. The conversation following was my amazement of why make an appointment only to add a week to it one the customer showed up. I should have taken my friends warnings and not go there. As a result I'm considering trading in my F250 lariat on a non Ford product. Take my advice, look elsewhere for service.

  Casey Densmore
2 years ago
I took my F-150 in to have a couple recalls (cam phaser software and door locks) corrected in addition to completing an oil change and tire rotation. They made the requested repairs and were very thorough, finding additional damage due to both recalls which they handled as well. Ryan was very helpful in ensuring that they could make the necessaryi repairs and communicating the time frame for completing them, keeping me up to date along the way. The facility was clean and organized and my truck came back clean and running like new. Highly recommend this service center for anyone with a Ford!Services: Tires, General repairs & maintenance, Electrical, Engine repair, Oil change

  Michael Farrell
3 years ago
There is a large disconnect between the people in scheduling and people who actually service cars.Scheduled appointment over phone to have my car s air conditioner checked out. Had an appointment arranged one week later and was told a three hour window would be adequate to diagnose problem. When dropping car off for the appointment, I was informed no one would look at the car for the next week and a half.

  Mark Spitznaugle
2 years ago
After waiting two weeks for an appointment, i had to leave without my car having been worked on because the service person didnt ensure enterprise rental had a car as was agreed to as my repairs might take up to a week. The uber driver left, then we found out enterprise hadnt even been called. My wife and i had to walk back and retrieve our car as we had no transportation. Our service rep informed me that she didnt own enterprise rent a car. I guess we must have mistaken her for said CEO? Bottom line, we waited two weeks for an appointment, and world ford didnt hold up their end and we wasted time and money. And the used car rep almost had me talked into a new car! World ford is a waste of your time.