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November 2023 by Dean C.
Dear internet,I hope you're having a lovely day. I'm writing to tell you a little about my recent experiences with the service department at University Ford Durham, and I find myself dejected because I know that this one star review will have little to no effect on the practices I just witnessed or resolve the frustrations I'm feeling. Alas what tiny little insignificant power I might have to either warn potential visitors to the service department or provoke some self-assessment of their service management I will now try to leverage.If you want the bullet points, my opinions of the service practices:- Awful expectation management- Enormous upcharge for parts via what you could order yourself- Not really interested in customer experienceLonger version:I have a 2006 Ranger. It's already an old vehicle at the time of writing, and I acknowledge it can be tough to diagnose issues in older vehicles. I took it to the dealer service department because, in addition to a suspected parasitic draw, it also had some outstanding recalls. Had it towed there, and over the next week, when I called, I kept hearing, "We'll get to it this afternoon," or "We'll get to it first thing in the morning." This is where my feedback about expectation management comes into play. If I'd known it'd take them a week to even look at the thing, I would have taken it to another shop. I was not given a clear picture of what the team was examining or what they suspect was going on, but the service manager did tell me they were experiencing some difficulty there. Ultimately, they concluded the starter was bad, and they proposed that I replace it. I asked what information led them to this conclusion and why they were confident it would resolve the issue. I did not get any explanation whatsoever. I paid for the service, and after receiving the bill, I googled the part number for the new starter that they installed. I was charged more than 2x its cost from various distributors online.Fast forward one week. Car wouldn't start again. I towed it back to the dealership in the hopes that the team would take some accountability for failing to resolve the issue. It sat on the lot for 3 days, and when the team turned the key, the engine started after all. Instead of trusting what I'd experienced and considering that there may still be an issue at hand, I received a call saying, "No issue here! You're good to go." That did not leave me feeling trusted as a customer, but it did leave me feeling like the team was afraid to discover that they had performed the service incorrectly.So here I am, short the better part of $1000, with a truck that still sometimes starts and sometimes doesn't. I think it's clear that, unless the problem is super straightforward, the opinion of University Ford Durham is, "We can afford to lose a customer here or there."A few bright spots though - their shuttle drivers are very kind, and one service manager named Dez seemed truly interested in customer experience. Unfortunately he was not the service manager directly working on my issue.
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November 2023 by Brenda Greenberg
Took 2 hours to do a simple oil change - customers time is just as valuable as their time, disrespectful. They do not listen well, they do not know their own products (service guy) told me my hybrid should have a oil change every 5,000 miles - HYBRID. I have 3 ford cars, done going to the dealer for anything I absolutely do not have to. I guess since I am a women, they think I should just accept whatever they tell me, WRONG.
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October 2023 by Royal Dee
While Bobby wasn't the salesperson that helped me order my vehicle, he was the person that helped me take delivery and he was as patient as one could ask for. He took the time to answer all my questions about the paperwork. He did rush to get me out of the dealership and made sure I was completely comfortable with the vehicle and anything else before I left. Overall he was great to work with.
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September 2023 by Emilio Aguilar
My experience with ford was amazing I was assisted by rueben erazo amazing person cares a-lot about his customers and at this point we are family with him and will always choose rueben for our family and friends 10000000/10 made sure we were comfy happy and satisfied I got my car no issues and I am so happy with my car as well he made sure my choice was good and with the BEST OFFER I am still a lost of words But look ill keep it plain and SIMPLE LOOK FOR REUBEN HE IS THE WAY TO GO
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September 2023 by cynthia wilson
One and done! Never thought I would have a new care so easily! Youssef made this experience as smooth as it could be. He was professional and knowledgeable, making the buying process comfortable and speedy, ensuring I got the best price possible for my 2022 Ford Escape. Go see him NOW if you are in the market for a vehicle...you will not be disappointed!
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September 2023 by Erica Folsom
I do not enjoy the process of purchasing cars at dealerships. I feel that most salesman are overly pushy and the finance managers can be ridiculous. This was not our experience AT ALL at University Ford of Durham.Our salesman, Bruce, was in no way pushy. He showed us different options and the out-of-the-door costs for multiple cars. We walked away and came back a few days later. We test drove the car twice so we could compare with another car that we drove. I honestly wish more salesmen were like Bruce. We ended up buying the first car that we looked at there. I feel that everyone we worked with was transparent with us and entertained all of our questions in a respectful manner.The Finance Manager that we dealt with, was by far the nicest finance manager we have worked with at a dealership. When we are in the market for another car, we will definitely be keeping University Ford of Durham in mind in the search process.
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September 2023 by Dd V.
Mr. Bruce Karabinos was very helpful and professional. Good service at this location.
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August 2023 by JP LaFrance
We ordered a Mach-e from University Ford and it couldn't have been easier. Bobby did a great job from start to finish. He always let us know when there was a major milestone on the build and made time for me in his schedule the day I took delivery. TJ was also fantastic at getting us a great rate advocating for us to get the available incentives grandfathered in. Our CA Rt 1 actually cost us less the day we took delivery than the day we ordered it! My 8 year old even thought everyone at the dealership was 'super nice'
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August 2023 by Boosted SUV
Brought my 2020 Ford Explorer ST in for some needed maintenance. Oil Changed, Rotate & Balance, Alignment, and some other small stuff. I told them i would be waiting on it since i had nothing to do for the day. all said and done i was in and out in less that 2 hours which i thought was stupid fast giving it was a holiday weekend and the amount of other people waiting. if you need service done to your car ask for Will. he is the only service writer i trust with any of my ford products. He always shoots it straight on what is needed and what can wait. Best Damn Writer i have had the pleasure of working with. keep up the great work.
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August 2023 by Andres Perez
I just purchased a 2021 Ford Bronco. I was assisted by Russell Brown (Sales Rep) and Brandon B. (Finance Officer). Both gentlemen were extremely professional, quite willing and enthusiastic to learn something new, very helpful and very down to earth. I had a great experience at University Ford....except for the long wait of making sure which deal and which plan worked best.
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August 2023 by Nick Stott
I wanted to say that my salesman Ruben was the best. The whole process was seamless and easy. He helped me build my f250. He was always available for any questions I had during the whole process. 5 star
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August 2023 by A S.
This place is a ripoff. Our car broke down and we towed it there during off site hours. We had a pretty good idea what was wrong with the car and asked what it possibly cost to replace those parts 3 times!!!We did not got an answer for that instead they wanted to sign us to pay for the diagnosis first before they give any estimate. They bet on the helplessness of the customer, not with me I picked up the car and brought it somewhere else!
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August 2023 by Daniel J.
I bought 2 cars from this dealership. I had an issue of the steering wheel/ ignition locking up and 1 of the 2 keys that came with truck actually broke while trying to start it. I am still within the 36000 mile bumper to bumper warranty (31000) and they are saying "since we can't replicate what happened we have to charge you". Oh and sorry if you're outside of the warranty we "might" be able to get Ford to do something. What's the point of a warranty when the dealership you bought it from won't fix the issue. Stay away from the Service center and this dealership!
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August 2023 by Ahtziri V.
Bobby was extremely helpful. The team went above and beyond also A big thank you to Mario.
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July 2023 by CountergameADI
Service department is exceptional. Service advisors are very knowledgeable and personable going out of their way to ensure you and your vehicle are taken care of during your visit. Very pleasant check-in process within a comfortable and state-of-the-art facility. Purchased my car from University and also have had all service work performed there. Nothing but positive experiences and outcomes all around.