Randall Reed's Planet Ford Service Department

Reviews

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

  Nicholette Tollett
a month ago
To say I m disappointed would be the UNDERSTATEMENT of the century! Straight and to the point WOULD NOT RECOMMEND! Poor customer service, poor communication, poor management (don t get involved even when addressed directly), inexperienced service staff with inability to replicate OBVIOUS issues that are LITERALLY walked through with them!! Didn t even drive the vehicle (took in for drivability issues) to get an idea of the concern. And their answer to not being able to duplicate You have plenty of warranty left, just take the vehicle and bring it back if you need to. Like, Really?!?! Straight ridiculous! Good luck to anyone who tempts their vehicles reliability by letting them work on it! Oh, and I have had it there 3 times so far and still have the same issues!!!

  Jeff Park
a week ago
Do not bring anything to this location. Dropped my truck off over a month and a half ago. They have not called with updates, do not answer the phone no matter how many times I call. Had to drive to the location to find out any information. They still have not evaluated or tested all equipment and have no idea when they will. Horrible service

  Eric Hamm
2 months ago
Called 5 times to various departments over a course of 48 hours during their open hours, and no one picks up. Pay your staff more or hire more people you greedy owners and investors!

  O Rose
3 years ago
Went first thing in the morning to get my side view mirrors replaced on my Ford Fusion. I was told it would take all day but was called a lot earlier in the afternoon. The mirrors look great now as if nothing happened! Great work and service as always!

  Oscar Bazan
5 months ago
Took my new car in to get some minor annoyances fixed, one being wind noise coming in through a gap in the hard top of a new Bronco. After having my car for over a week and driving it once, they said they couldn't recreate the noise and to keep an eye on it and come back another time.I even told them where the gap was when I dropped it off initially. I guess they expect the gap to fill itself in?

  D G
3 years ago
I purchased a 2019 Ram 2500 Mega Cab on 7/27/2020. I flew one of my company employees down to pick it up. Jimmy Johnson was our sales rep.Upon arrival my employee took a look at the vehicle, did a test drive and everything was good.They then took the vehicle to be detailed before he started his 14hr drive home.. While in detailing the detail tech broke my passenger side mirror.. Shattered it and the mirror housing.. They spent around an hour before they advised my employee what was going on. At this point they advised they didnt have one and couldnt get one in that day but they would receive it the next day and overnight it to us.. So we agreed as my employee needed to get on the road to get home. About an hr into the drive back, my employee noticed a chip in the windshield that was covered up by the window tag the dealer put in the window. Upon further examination my driver could tell it had been filled. He called the dealership and brought it up to them and asked why they didnt advise him and they said they knew about it... By the end of the phone call they said they were going to overnight a $250 check with the mirror for the windshield damage, to which we agreed...Another hour of driving and the truck is out of DEF fluid, so my driver has to stop and fill up the DEF fluid because the dealer ship did not top off the fluids nor fill the fuel tank.Now that he arrives back and we get the truck the next day, we awaited the mirror which didnt arrive. So we called Tuesday to follow up and they advised that it had not come in yet but assured us it would be overnighted to us when it arrived. We understand shipping so we were fine with it.. 2 more days go by and nothing, so we make another call and same story..Now its 4 days and we still dont have it..So I got ahold of my local dealer and ordered the mirror, he told me it would be 2 days. I called Planet ford and told them I would be sending the invoice or the mirror, overnight shipping, and installation labor over once we got the mirror installed. My sales rep tells me the financing guy said they werent going to do that.. So I told him that I was tired of waiting and I gave them plenty of time to make it right... The finance guy gets on the phone and I tell him the same thing, he asked me how much the mirror was so I told him.. He then replies "THE TECH THAT BROKE IT, DOESNT WANT TO PAY FOR IT"...... Are you serious right now? Thats not my problem... As the company, you pay for it and deal with the tech however you want to...Then the finance guy tells me they just got the mirror and will over night it that same day and give me tracking info by the end of the day.Its Friday so I asked and confirmed so this will be a Saturday delivery, my rep Jimmy Johnson advised YES.. So I said ok. I followed up 3 times on Friday asking for the tracking info and they never sent it.. He kept telling me they were working on it..Saturday comes... AND IT DOESNT SHOW UP!!! So I gave them the benefit of the doubt and thought to myself it probably wont get here til Monday because overnighting friday is on Monday... Well guess what... Its Monday... Still Not here... Ohhh and Jimmy Johnson wont return my text or phone calls since Friday evening...This dealership is a complete joke and they do not care about their customers.I own a business and I hate to leave a 1 star review because I understand the reality of it.. But I have tried and tried to get this company to help me out and they are so unprofessional and do not care.I assume its because I'm and out of state client and they could care less because they got a sale from me..I hope you have a better encounter with this dealer if you choose to do business with them.Jimmy, feel free to reach out and make this right. Tell your boss to call me also.

  Javier Osornio
5 years ago
WORST CUSTOMER SERVICE EVER!!! I took my truck for an assessment on 1 (only 1 shock) just so that 4 days later it is still not assessed since they erroneously checked the rear ones instead of the front ones! I tried calling the Parts and Service department and they gave me the run around after 4 hours and never getting to speak to an actual parts and service rep, I drove up to the place, nothing has done yet, according to them it could take up until Tuesday so 3 more days. How ridiculous it is that I got it inspected by another company an completed the assessment of the part within 1 hour!!! By ALL MEANS worst customer service ever, took 4 days and could not even get 1 simple evaluation on 1 solely part done, shame on them since they have a Mission Statement that they are not truly accountable to it! It was a very frustrating experience and overall sad because they lost a customer (me)! I will make sure to let my family members, friends and the community about it, so that they can be aware of the situation and stay away from this dealership. Additionally, the manager lack ownership of the situation by telling me "sorry there was a misunderstanding of the service order request" but didn't even try to solve the problem went ahead and gave me the vehicle without even considering the fact that it took them 4 days to do NOTHING!!! Need to get with his team if there's an actual team and go over their Mission Statement and what the definition of customer service means.It is called trust, unfortunately for this dealership they LOST IT! Sad, and overall very disappointed!!!

  Timothy Colomer
10 months ago
I brought my vehicle to this location service dept on a Wednesday; I was told fixing it would take 3 business days. I am on the 5th business day now and they haven t even looked at it. I get one excuse after another. I was literally told, we are only 50% sure about what answers to tell you by CJ on Saturday morning. NEVER NEVER NEVER trust this place with your vehicle or your business. NEVER!!

  Cheryl Baxter
9 months ago
The car buying experience here was great. No pressure. Our salesman went the extra mile to show us every variety of what we were looking for. We picked it up today and the young man showed us all the gadgets on the vehicle.

  Kevin Thompson
a year ago
I'm in the habit of trading in my vehicles at 60k miles or sooner. That way, they are always under 100% warranty. I have them serviced on time. If you do that, you won't have breakdowns. The shop is excellent if you need it.

  AP_AmericanPatriot
a year ago
Huge shoutout to Tim for taking care of business over there in the service department. If you need anything, just ask to wait for him if he s not available. Dropped off my 2013 F150 for multiple issues, and they fixed the first part quickly (a few days or so). The transmission issue had a longer wait time due to others ahead of me in line. What can you do about that, ya know? It took about 2.5 weeks there in total, and I just got the call that the transmission issue was fixed. No charge, due to being some type of extended recall/warranty issue. Can t wait to pick it up tomorrow! Great communication from start to finish. Highly recommended!Services: Transmission, Electrical repair, Electrical, Auto engine diagnostic, Transmission repair, Air conditioning

  Joe Ramirez
5 years ago
Mr. CentnerI dropped off my 2004 Excursion 6.0 power-stroke I paid for a diagnostic believing I would receive some type of narrative on what is exactly going on with the engine. I received nothing except a verbal talk through of spending 6,000+ and MAYBE that would fix the problem. I decided not to follow Juan's verbal recommendations picked up the truck received NO paperwork . I waited 15 minutes for them to pull the truck the cashier informed me that it was really tight in the garage and it may take a while. While I waited, I asked Juan if I could look at the estimate and he told me it was in the truck. A young man finally brought my truck up for me to pick up and I quickly left. Upon my arrival home, I looked in the truck I couldn't find the write up in the truck and found a considerable dent on my rear driver side. Planet Ford refunded the diagnostic fee which they never should have taken and passed on fixing the dent. I would not recommend taking your diesel to Planet Ford. I would take it to Wilson Diesel Repair they fixed my problem fraction of the price.

  Victoria Elizondo
a year ago
I had my car towed to their service center on Thursday. It is now Saturday and I don t have an update on my car nor was I given the option for a rental car. All it needs it s a new battery. Not that it matters to anyone but I own a restaurant and I deliver caterings every day. This is very frustrating because if someone could just answer the phone and provide me with an update I could prepare for it by getting a rental car through my insurance since they are being cheap about it. But no one answers the phone, I ve called like 10 times in one day.

  Gen Montano
a year ago
First and last time coming here! When i pulled up to the service center no one was there to greet or see what i was coming in for. Whatever.. then i tell them i have a 10 am appointment for an oil change and tire rotation, said it was gonna be a 3 hour wait. One of the issues i came in for they only do it during the week oh and!!!! They don t offer loaner vehicles if they need to keep your car for more than 2 days! 3 hours pass by and i go to check status on my car and find out they haven t even touched my car. Not only am i frustrated, i tell them i made an appointment online why would it even take this long. She told me they don t even go by appointments it s first come first serve. Why even offer appointments online!!! So don t waste your time!!! Disappointed that i had to cancel my doctors appointment only to know that i wasted time my time for nothingService: Oil change

  Wallace Allen
a year ago
I've been in TX 8 years, and I've been bringing my Mustang in for scheduled maintenance from the get-go.

  Clendia Lopez
a year ago
The maintenance service is terrible. My car has several recalls pending and they can never fix it. I took my car to change some tires and they did not do what I asked for. after having my car a week in his workshop. I ask for my money back and they don't do it either. Never ever take your car to this shop.

  Victor Reyes
2 years ago
It is difficult to communicate with the service department. Their website has a page to set appointments but they do not respond. I had to try multiple times and called. Eventually someone answered the phone. I then went very early and was there 40 minutes before the service department opened at 7 am. The service advisor was cordial and took notes of my concerns. An oil change, even as the first costumer there, took 3 hours. The service area has windows and one can see the mechanics working on the vehicle. They seemed to enjoy talking to one another. I went there even though I had to drive 49 miles because the vehicle was purchased there.

  Gerardo Lucio
7 months ago
Kenadi was a great fully recommended her, she showed me around and got me what I was looking for she was super nice & friendly!

  James Albrecht Sr
a year ago
Got my truck back sooner, 7days, than estimated. Kelli is a great service advisor she kept me updated nearly everyday and was always courteous and professional.

  Gregory Lyons
2 years ago
My service advisor, I believe her name was Denisha was fantastic. Excellent communication and a great attitude even though I ended up denying repairs. The three stars for the visit is because the technician, and I use that term loosely, decided that my truck needed a "special" alignment which they determined would cost me an extra $150 over the normal alignment price. There are only 3 ways to adjust an alignment; Caster, camber, and toe. If they try to charge you for a special alignment, just don't.

  Presten Petersen
a year ago
Run.Tried on 2 separate occasions to schedule service, made appointment and showed up to be told they did not have out appointment on the books.No only that - but should they require a multi day fix they do not offer loaner vehicles.

  wesley mcclain
3 years ago
Hello,The service I received was actually far from satisfactory. I am never one to complain but I do strongly feel in this case it is warranted. I had an appointment set for 5/15 at 2:30, that I had called in advance to set up. I arrived a little early due to traveling 2 hours to meet with your dealership. When I got there no one was familiar with my appointment and let me know they would try to find someone to help me. I was there to purchase my lease that I also did through your dealership. After waiting for nearly 30 minutes someone came and helped me and my boyfriend. Upon sitting down with Michael he let me know why buying my car was not a good option. He pulled up a new car for me to lease that was far from what I wanted. He also took nearly 2 hours simply printing out paperwork while we sat there for 25-35 minutes at a time without any help or knowledge of what was going on. While I do understand his wanting to sell me on something else, I was clear when I called to set up my appointment on why I was coming and that I would be traveling from out of town. Mind you, I had called and touched base with Patrick a few times leading up to my lease expiring to ensure that I had all of my ducks in a row. In the end I was at your dealership from 1:50-4:20. I did not end up buying my car because I had somewhere I had promised to be at 5:00 and the day had gone so horribly I did not want to do business there from then on.I write this for you to know that while you pride your dealership on being the biggest in Texas, you are surely not the best. I will shop small from now on and will encourage others to do the same. My family has always driven Fords and shopped at your store on numerous occasions. We will not be doing that from now on. Please know that some people are very busy when they come in to your dealership and do not want their time wasted with your ideas of what is best for them. I am busy and now will be going to another dealership to complete my purchase.Courtenay

  Davien Denney
2 years ago
While their work is thorough and they do a fine job every visit (in my experience), there is often a sense that your needs or requests are inconvenient. I'm sure it's regularly very busy. However, it is evident through their service department that Randell Reed's Planet Ford prioritizes getting cars out the door far above maintaining customer relationships. I've bought 2 of the exact same car from this place. No srrvice-related issues with that part. BUT every single service visit makes me want to just go somewhere else. Whenever I come here, I have already decided that:1) I don't want to risk going somewhere that doesn't have what I need.2) They're conveniently located compared to other places.3) I bought my car here so they'd be the best resource if something goes wrong (theoretically).The "my time is more important than yours" attitude nearly always extinguishes my optimism. One of the advisors, Jeff I believe his name is, always has a great attitude. Plus, he's really helpful. He's cool.

  Carlo Burnside
a year ago
Submitted warranty information and vehicle on Junetenth. They said the warranty was not active due to overmileage. I asked if he was sure. He responded in a condecending manmer that this is what he does for a living. Chris was the service tech. He was drunk. When i asked why, he said his job made him drink. I believe because of this he misread kilometers for miles. If I were not persistent I would have had to pay close to $1000.000 I called and spoke to JT. He flat footed said he was not calling the dealership I purchased the Ford truck from. I did. I received the proper information and relayed it to them again. When I dropped off the vehicle, I submitted all proper information. On that Thursday, they finally agreed. This was unprofessional, disrespectful, and compromised my week, and money. I am a truck driver. I was in Canada and received a call from Chris, my rep., telling me on the 27th of June that he knew I would not be available till the 1st of July, but to update my review to show that he took care of me.? They had a wreck in my truck. When I picked it up, they did not tell me, or know what happened. Someone backed into someone hard or someone hit my truck while it was in their care. They blamed it on tow truck drivers, and said that that happens a lot. These are the pictures. They should have called the police, especially because it was my product left in their care and was in this accident. They did not. I had to. They still charged me $200.00 for a deductible.Service: Electrical repair

  Jaclyn Busa
6 years ago
I have no idea how this service department gets anything other than 1 star reviews. The high reviews must be paid. They have no concept of customer service and act like you are inconveniencing them with your repairs.I've had many a frustration here (thank God I didn't buy the extended service warranty). The latest frustration being I made an appointment for 7:30AM on Wednesday. It's now lunch time on Thursday and they haven't even looked at my car (and didn't see any issue with that). What a joke! What's the point of making an appointment? And they don't offer a rental car service if they take much longer than expected for the repairs.Don't waste your time or money coming here, unless you've already been suckered into buying an extended warranty service package (and then only come back just so you can get the work done you already paid for).

  Rob Zelinka
4 years ago
I will say, giving them a 4 star rating came as a surprise. On the week before Memorial Day, I inquired about getting my car in for a recall. I called the Service Department to make an appointment and was promptly told, they don't take appointments for recalls. It was first come, first serve. Then the part that floored me was don't come in this week as we are busy and your car will sit for a while as the repair takes a couple of days.I was a bit apprehensive given this but they're the closes Ford dealer, so in I went after the holiday. I went in thinking they'd have the car for days. 2 hours after dropping it off, they called to say it was ready. The entire experience at the Service Department was great. They communicated well, and handled my recall quickly.I'm thinking the people who answer the phone aren't employees of the dealership but rather a service. I've seen this at other dealers and it almost always leads to a rather poor experience.

  Raptor93
a year ago
Always great service!! Tim Znidarsic was very helpful! He got my car in and out in a day! Which made things so much better for me!Services: Tires, Oil changeServices: Tires, Oil change

  Tony Villarreal
4 years ago
My wife and I visited the Planet Ford in Humble on Black Friday hoping to grab a good deal. We actually received a great deal and were very fortunate to have a great salesman named Mike. He was very patient, knowledgeable and courteous. We felt like family here and not just a number. They really go out of their way to ensure you are very satisfied. I highly recommend this dealership to anyone shopping for a great deal and excellent service!

  Zerlei Ribeiro Fly Man
a year ago
Is make me NOT Leasing or buy a Ford Anymore. Lots of employees and lazy people as well. Never again. Feels like they are there for hours and not working or please the Ford customers. Taking my business somewhere else where it can be appreciate.Service: Oil changeService: Oil change

  Kenesha Hawkins
4 years ago
Great experience! We were met at the door by a salesman who asked questions about what we were looking for and not about how much we were putting down. Great start. He showed us the 2 model SUV's we were looking for. After we told him what we wanted to pay for an SUV, he let us know which one was in our price range. He also walked us over to the used lot for some additional options. Although my daughter said she needed to save up a little more money to get what she really wanted, he still offered suggestions as to how much she may need to get to the payments she felt comfortable with. He also helped us as we checked out the vehicles on the showroom floor. We traded information and we assured him we would be back. Best experience ever! Thanks Kevin!!!