Capital Ford Service Center

Reviews

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

  Frank Zhang
5 months ago
On June, After found my 2022 F150 XLT bed camera on 3rd brake light no longer working properly ( blue screen or flickering lines). Scheduled appointment on July. and went there, took 1 or 2 hours and says cannot find issue. Showed the issue to them and then they said will order part and contact me when part arrived in store.Called on end of August, operator said Will Moyer( that was the advisor who says will contact me after order part) will contact me soon.Okay fast forward to today, it is 3 months. And still have not hear back from them. Called them again, operator said Will Moyer is busy with helping other customers. And he said did text me. Nope i did not see his text or calls. Requested to talk with supervisor, operator said supervisor is also busy with customer too.Okay. I m start to regret to buy truck from Capital Ford for two reasons:1) Separated service departments - truck had to go to different service department on Millbrook Rd for parts repairs. When it is oil change, it will be done on Capital Blvd. it is easily confused for me or someone else.2) Customer service from service department on Millbrook Rd is NOT wonderful/better than Capital Blvd because they did not really care about customer s concern like me in timely. I had to drive my truck without the bed camera for 3 months ! I also travel with towing RV occasionally. Not feel safe without seeing the bed camera on dashboard.*You can see the recorded video I attached for the bed camera issue. It is really bad.

  RAMOS PAURA
3 weeks ago
Visited the parts department for some parts for an "older" pickup. The two Ricks/Richards that are working the parts counter knock it out the park! Rick went the extra mile cross referencing and researching the part I was looking for not once, but on 2 occasions. The guy before them, was trash. Thanks again Rick and Rich/Richard, keep up the great job!!!!! I appreciate you finding some hard to find parts I was looking for!

  Barbara Hauber
3 months ago
It should not take 4 days to get a call back. The lack of communication is crazy from the scheduling. Allow me to explain. I knew what part I needed and what I needed done. I called it was a Saturday a girl named Brittany answered. I told her what I needed to schedule and she told me someone would have to call me back because "she did not know where to schedule that or if they did that" Flash forward, nobody ever called me back. Monday morning I called and spoke with parts the part that was going to be $237 in Virginia at the Ford Dealer was quoted at $315, just WOW so you know the dealerships are independently owned so they get to make up their own prices and Capital Ford takes pride in over charging and taking advantage. I was still willing to schedule an appointment but I scheduled it and told them I needed to talk to my service Advisor (whom I later found out was on vacation and not going to call me till Wed) by this time I have gotten my car fixed somewhere else because of the Chaos and lack of help, support, communication that has happened. Brian who did schedule me for a Tuesday appointment told me, he would get them a message and have them call me back, never mentioned they would not be back till Wed, which is odd because my appointment was scheduled for Tuesday. This gets even better. I never told them what was wrong with my car only I needed the windshield Cowl replaced. When the service writer finally called me he told me that would not fix my water leak. I asked him what water leak, and he said that is the message they left for him. So on so many levels they did not communicate or listen to me. I have found a mechanic that I trust to not take advantage and to that listened changed out what I asked and then called and checked to make sure that took care of the problem.My service Advisor at Capital is great, the support staff to try to schedule and takes the messages is incompetent and failing at getting the proper communication complete to serve both the customer and the servicing team. This is my second issue with Brittany as the first time I had work there she was told by my service writer that my car had an appointment but it would not be looked at till later and it was frustrating beyond belief.They do not believe in Customer Service or Satisfaction. Communication clear communication. I will also mention how inflated the parts are priced is crazy. I would call around to more than one place unless it is warranty work

  Brian Wood
3 months ago
2 stars just because the service advisor was nice. Brought my 2015 Explorer in for a terrain management fault which would shut my vehicle down while going 70 mph randomly. Took it in and they said it s not doing it now and no codes on the computer. Can t help you. 200$ for that. A quick google search clearly states the most common problem is a sensor that can be replaced for less than 500$. I would have rather paid that and at least had a chance at it being fixed. Didn t give me the option. I had it replaced by another shop and it fixed the problem. Can t trust the mechanics on staff for several reasons.

  Paul Champlin
a month ago
I recently had the absolute pleasure of working with Dean Conklin, Capital Ford Commercial Services Manager in Raleigh. He is the epitome of respect, experience and, in my very complicated repair, demonstrated more caring than any service manager I ve ever worked with! His absolute honesty on my repairs was very much appreciated and so refreshing. If you have a heavy duty Ford and want a breath of fresh air, I highly recommend you call Dean Conklin at Capital Ford Service Center in Raleigh.

  C T
5 months ago
They don t seem to do the general check up/inspection like every other Ford location I ve been to. If they do, they never give you a copy of that for your records/so you know what might need repairs soon.Brought my vehicle in about a year ago for an oil change, tire rotation, and general once over before a long road trip. Specifically asked if they would check my brakes. Get the all clear. Leave the next day for said trip. Get a few hours down the road and notice my brakes feel funny. I took my vehicle into a Ford service at my destination and have about $1800 worth of repairs needed: problems with my brakes, brake pads, the toe links of my car. How the brake issues were missed by Capital Ford I have no idea. Felt like they just took the car back, changed the oil and let it sit there without actually looking at anything.Last month I brought my vehicle in for a problem with the rear view camera. Was told there are about 3 other things that need fixing on the car. Camera repair was pricey, so I said I d wait on the other issues. Took my vehicle to another location for inspection (other location is much faster to get in for an appointment, and you can actually get ahold of someone on the phone). Recommended one repair/replacement the next time I do an oil change. It was one capital ford said I needed, but with much less urgency and no mention of the other two problems.Overall, every time I come to this location I feel like I m talked down to a bit and I m never sure if these issues they seem to find are legit. I m also never sure they actually pay attention to what I say when describing the problem.

  Lionel Hunter
a month ago
They were supposed to fix a recall on my car and wouldn't provide a vehicle for me to use. Both sides of this place was very dismissive. Ford had been calling me for months to get it done but terrible customer service when I brought my car in.

  Keosha Surles
2 years ago
Worst experience ever from a dealership. I took my vehicle in on 1/26/22 for a recall on the racks for my explorer. I get a phone call from Will saying my vehicle has been hit while in their custody. Long story short, today is 3/6/22 my vehicle is still there and has not been repaired. I ve been told so many conflicting stories. They say they can t find a bumper, but I found 2 online and was told the companies wasn t good to order from. I should just go get my vehicle and file an insurance claim against them and get my truck fixed elsewhere right?

  Mike A
7 months ago
Listen, I've been buying Fords for quite some time from the other Ford dealer in Wake Forest. I have to say, the other guys' service department is horrendous. Capital Ford's heavy truck service department is GREAT!!! Everyone is busy, but Dean said, "Bring it down and we'll see if we can work it in." They did exactly that. The truck was ready to go in a couple days. It seems since covid, subpar service and quality is the norm. It sure was nice to see someone go over and above and exceed expectations again. Great job Capital Ford heavy truck service center!!! For sure will be coming to you for future purchases.

  Haitian E
a year ago
Capital Ford Services was a refreshing experience. I had a small battery problem, and the amazing team got right to work and fixed the problem. Very professional and extremely knowledgeable. I highly recommend these guys.

  Andrew Bayard
5 months ago
Edit: I went back in October on 2023 and everything was performed on time and I was updated daily by Will. Much better experience compared to my other trips. Will was great to deal with.The guys that work in the front are nice guys, feel bad for them honestly. I ve made 3 appointments with these guys over the past year or so. For every single appointment, I get a call at the end of the day saying they didn t have time to get to look at my truck. I understand understaffing and Covid, but 3 times over a year? Management needs a huge reality check on overbooking service and wasting people s time. I won t be back unfortunately because the staff is nice, just horrible scheduling / management. They have no regard for people s time / wasting it

  Ahmad Eied
8 months ago
Terrible experience and the service advisor, Will was extremely arrogant.Vehicle was brought in with a check engine light for warranty repair. I pulled the engine code as well.This guy tried to tell me that since the car was acting normal there's nothing they can do.He told me to come pick it up.I then took it to Ford Apex - they identified and fixed it immediately. Stay far far away from this Ford dealership.Ford the manufacturer needs to hold their dealerships more accountable. Horrible experience.

  Ruffin Denton
8 months ago
I had been waiting for a Loaner Vehicle for about 6 weeks, in order for the service technicians to do what needed to be done to my GT350 Shelby. All was going well, Jeff (from ford service) called me and said that a loaner was available. When I got there to get the loaner, they pulled up on the screen Do not rent to . They wrongfully accused me of smoking in their vehicle. Yes I smoke, but I would stop and get out of the vehicle when I smoked. They didn t notify any of their service personnel about it. I have given capital all of my business in the past several years. And that s been quite a bit. I would expect for them to make it right. I will be giving an update to this post as details unfold.

  Sean Turner
2 years ago
Driving a Ford F450 and was able to schedule an oil change and alignment. Had the same service rep named Dean from start to end. Not a lot of places can handle a truck that big but they got it done and had lots of room and conveniences in their waiting area. Thanks guys

  Sara Rigby
11 months ago
I recently had the pleasure of working with Will Moyer on a transmission replacement. He spent several weeks working with me, the warranty company, and the staff trying figure out the best route to fix my vehicle. I don t know that I have ever worked with someone in the auto industry that has been so kind and helpful. Even when I bugged him for updates he was patient and understanding. Thank you Will! The Edge is running great!!!Service: Transmission replacement

  Rafael Vanegas
11 months ago
I took my car there for a recall on my Mustang GT and speaking from my experience, I have nothing but good things to say. I worked with Phillip B, and he ensured a good experience. They have two waiting rooms, and one is the quiet WiFi room, which allows you to be on your PC and get work done while waiting. Thank you, Phillip and the Ford team.

  Jamie Seagrist
a year ago
Capital ford takes great care of you. All of my warranties they covered at no cost. I also had them change a tail light for me and I had a misunderstanding on the price so they gave it to me for FREE! Wow - in this day and age good customer service is hard to find but these guys care a lot. Phillip has been my representative each time and I have been so impressed with his patients, caring spirit, and work ethic. You can tell he cares a lot about his job and about people! Keep it up! American Made!!

  Chris Hodges
2 years ago
I have taken my new 21 F150 in several times for warranty repairs. The first trip for my warranty repair no problem. Each of the last few subsequent times have been a disaster. The worst part of all they have zero communication with customers. They had my truck for over a week and I had to call 3 days later for an update since no one reached out to me. I then had to call again to see if they were done the following week. They used to offer you rental cars if your vehicle was in the shop for more than 24 hours but no longer even mention this. After I finally picked my truck up after a week I noticed a few things were not done that I had written down. So I went by then next morning James my service advisor and the shop foreman look and stated these issues could be handled easy in one day. So I dropped my truck off the following Monday this week at 07:30. At 3:30 still haven t heard anything called up to the service department had to leave message per usual. James called me back 15 minutes later stating they would have to remove the front bumper for one issue and they were about to start on the other. The truck was just sitting in parking lot for 8 hours without even being looked at. I have call back and left message with James and Emily the customer service rep still have not received a call back from either. They clearly don t care about customers here. The worst dealership service experience I have ever had. I have owned multiple brands and been to multiple dealerships this one takes the cake.

  Matthew Richard
a year ago
ZERO stars!!! AVOID THIS PLACE AT ALL COSTS!! I have been calling Jeff for over a week to find out the status of my company vehicle which they have. I have left a voicemail every time and have not received one phone call back. My vehicle was towed there and they had no idea that it was even on the lot. Apparently receiving the vehicle during business hours and having the key handed to them by the tow driver means absolutely nothing to them... no logging of the vehicle. No calling the customer or fleet management company. Nothing. There is no communication on their half whatsoever. The only person I was able to speak to so far was the receptionist who was a rude as can be and completely brain dead on how to anything relating to her job. Capital Ford is the most incompetent service center/dealership I have ever dealt with. Good luck to whoever takes the risk of sending their vehicle here. You've been warned.

  Sandra Yarnall
6 months ago
Will was very helpful and got our car fixed as quickly as possible for less than the estimate.

  Amber Moore
3 years ago
Very frustrated with my experience. I brought my car in originally because it was overheating and cutting off while driving. I was told I just needed a new battery and paid over $200 for it. I told them I was pretty sure that wasn't the issue and requested an inspection of the vehicle also. I arrived 1 hour after my car was ready to be picked up and my windshield was frozen with ice, so I assume no one took it for a drive to see the issue because as soon as I left my car overheated and cut off on me again. I brought my car back a second time and got an apology for not inspecting the car (even though I was charged for it) and was told the issue was that it was missing over a gallon of coolant.The next day after my second visit my tire pressure light and change engine oil light alert comes on!!! I put in a review about this and got a call back and was told I would be mailed a coupon for a free oil change.I still haven't received that coupon and today my oil life was down to 2% so I didn't feel comfortable putting it off any longer. I called and was told the manager, Jeff, would cover my oil change today and I could bring it in. This time I was told that they can not pop my hood open to perform the oil change and I'll need to pay almost $400 to replace my hood lever in order to receive my oil change.4 visits and a 2% oil life later, I'm extremely frustrated and displeased with my experience. Why am I paying for labor if it isn't being done? Why did I have to pay $200 for a battery I didn't need and an inspection that wasn't completed? I feel like I was ripped off and now I'm being told I need to spend more money for an issue I didn't even have before. If my car was serviced properly the first, or even second time, this wouldn't be happening.

  Adam Jenrola
2 years ago
I went to this dealership for this first time and I had the worst experience I have ever had with any dealership. The service rep, Austin seems nice but appeared to have no idea about anything. His responses to any simple question were super confusing. I had to leave my car with them for several hours just for diagnosis. He wouldn't call to give me any updates and wouldn't come to the phone when I called. I dropped off my car at 9:30 AM and finally went back to the dealership to pick it up at about 5:30 PM. My car was sitting in the same spot it was parked when I dropped it off. He says to me "for what it's worth, I'm sorry."Service: Electrical repair

  Kelvin Dunn
a year ago
I went to Ford service center on 2805 E Millbrook Rd, Raleigh, NC 27604 to get my door locks repair because the remote key fob fail to open my doors about 40% of the time and I sent the service manger videos of the even happining because it does not occur 100% of the time. I was told that I get charge for diagnostics of the problem regardless of wether they could repair it. They identifed the key fob as the problem and charge me for key fob and any computer updates. This took 3 or 4 days. I picked the Ford Explorer up thinking that it was repaired. I soon as I got home the door locks were not working. I took it back and they kept it for 4 more days and they stated that they could not detect the problem. I was them could they call for a master mechanic or research a higher tech or Engineer to look into it, and nothing was done. I picked it up and got home and the locks were not working. I don't think this is fair once a repair shop states that the SUV was repaired when it was not. I got a call for a follow-up from the service center for my SUV and I told them that I was not satisfied and wanted my money back for a non fix to my SUV. Of corse the answer was no. I paid over $800 for a non repair to the door locks, along with another $1000 for new tires and now the low air pressure alert is on. I put some more air in the new tires hoping I don't have a leak for a bad valve stem or other issues. Both issues I went there for was not resolved. Make up your own mind whether this is good repair shop or not.Service: Electrical

  Brycen Gladbach
a year ago
I took my truck to 2 different places before taking it in to this ford. They both diagnosed my truck with the same exact thing and handed me a service bulletin for the issue. I proceded to take it to this ford that held my truck for 7 days and said that they felt the issue of excess judder and vibration. Ford proceded to tell me they couldnt help unless it gets severely worse and their least experienced tech was working on it. Aka I had to break down for them to take it seriously. Keep in mind Im still under warranty... Lovely. Never taking my truck here again and this will likely be my last Ford vehicle.Services: Auto engine diagnostic, Vehicle Inspection, Vehicle safety inspection

  Reda Reda
4 months ago
Very bad staff... Ford is very bad car... Ford most bad car in the world...I advise everyone don't buy ford

  Clint Morgan
2 years ago
My son and I went to Capital Ford to ask about getting a repair done on his truck. We went to the dealership first who recommended we go over to the service center.When we got to the service center the first service rep we spoke to was less than helpful and couldn't describe the process on how to get repair work done.A second service rep said they could not look at it today and that we should call for an appointment. I asked if we could at least have the issue looked at so we could determine if they could help or not the second rep said that is what the appointment was for.You schedule a time for them to look at your vehicle and then after they diagnose apparently you schedule a second appointment.Overall the experience was very frustrating and I found the staff to be anything but helpful.They had the opportunity to be helpful but they weren't/ Sorry but we will be taking our business elsewhere.

  Michael Esposito
5 years ago
Purchased a 2016 Transit 250 from them. Very easy to deal with.... Didn't waste hours of my time..... Fair pricing

  Shane Davis
a year ago
Technicians are thieves.Left my work van here for repairs and came back to multiple tools stolen. Van was supposedly locked after being inspected and they had the key.Manager Eric is a pos, very rude and was immediately defensive. Only response was 'we're not responsible for missing items". No cameras anywhere on car lot.... Ive heard this is a recurring problem there.0 Stars. Let this be your warning

  Iris Bowman
2 years ago
This service center had our company car for two weeks now. This is to do a diagnostics test to see what is wrong with it. Unfortunately, it is not drivable, or we would have picked it up already and took it elsewhere. We did have an appointment, however, never received a call back on status (for 2 full weeks). Called and left several messages. I understand businesses are busy, BUT at least set the expectations for your customers and keep them in the loop of what is going on.Service: General repairs & maintenance

  Jamal Robinson
2 years ago
I really dislike leaving negative reviews because we all make mistakes, but this service department needs an overall!! I called on January 17th, 18th, and 19th trying to schedule an appointment and get recalls taken care of. I left messages each time even after dealing with the rude female that answered the calls. It is now January 25th and no one has returned my calls. Customer Service should be the easiest part of running a business.