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January 2024 by Shane T.
been bringing my vehicle here for years for service. But apparently, for a Ford dealership with a Ford vehicle, they won't service anything pre-2009, so what's the point?? Either service Ford vehicles or don't call yourself a Ford dealership Why would I even come back for a new vehicle one day if I can't rely on them?
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November 2023 by Benjamin K.
I came to Russell and Smith not really expecting much but their team was phenomenal.They sent me on my way in a PLATINUM F150...... I am truly grateful to the whole team(Bianca, Mason and Brad) you guys are amazing
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September 2023 by Michael H.
They don't care about you. I will say my sales person, Edgar, was excellent, and I would highly recommend him... and he's the only reason I'm giving them 2 stars. I spoke to Edgar Friday on the phone, and he gave me a price, $11,000, and with tax, title, and license being $11,700. That was the quote he had gotten from his manager. When I got there the next day, he told me it was going to be $12,554 out the door. I told him that was not what he told me on the phone yesterday, and I had driven 4 hours to purchase that car for that price. He apologized and said it was because the price they gave him the day before was based on a $5000 vehicle and the taxes were higher because my vehicle was costs more. I asked if there was anything he could do about it, and to ask his manager, and he said he'd be happy to. Very easy to work with. He was at the mercy of his managers, because when he got back, he said the manager would not budge on the price because he had already dropped the price on that car as low as he could go, and that they were not making any money on it. I told him they should honor what they had told me the car was going to cost, and that I had driven 4 hours for the deal they promised me. He said it was the used sales manager making the call and that the general manager had given him the estimate the day before. He apologized and said there wasn't anything he could do. I said I would have to think about it. So I left. I drove around Houston for a little bit, and returned, and agreed to purchase the car at the new, $12,554 price, sign the form with that price on it, and took a picture of it with my phone.. Edgar was excited and got the paperwork started immediately. We finished what we he needed filling out for the finance guy and waited for my turn with him. That was at about 5:15pm, and Edgar said I would be next and that they would get me out of there quick. He said he knew I had a long drive home. 7:45pm the finance guy finally came and got me. He apologized, and explains that he's the been only finance guy there all day. A few minutes go by as he enters everything he needs into the computer. When it's time for me to write the check, he says that I owe them is $12,969. Another $415!!! I was pissed. I told him I was not paying that. I even showed him the picture of the form they had me sign where I was agreeing to pay the $12,554, which they had not signed, and said that was what I was going to pay because that was what they said it was going to be. He apologized again and proceeded to show me where the extra "fees" were coming from and that he couldn't take anything else out of the price of the car because they were losing money on it, and shows me on the computer how much they paid for the car and how much they are losing on it. I told him that was not my problem, they agreed to sale me the car with TTL for $11,700 and they've increased it twice now. I sat there stewing for a couple of minutes weighing my options. I didn't want to drive 4 hours home empty handed, especially after renting a U-Haul trailer to tow it home. I would have rented a hotel room and went somewhere else the next day, but the next day was Sunday and all the dealerships were closed. So finally, and reluctantly, I conceded and wrote the check. Then! he had the audacity to ask me if I wanted an extended warranty on it! He even showed me that he as taking $2000 off of the price for it for me. HA! Ridiculous. If I had been a local, I would have walked out that door when he told me it was going to be another $415. Heck, I probably would have walked out that door when they didn't honor the first price. As a matter of fact, I know I would have. Like I said at the beginning of this review, my salesman, Edgar did an excellent job and I would highly recommend him, no matter what dealership he works for. As for their financial officers and managers at Russell & Smith Ford, they don't give a crap about you, or how far you driven to purchase a vehicle from their dealership, nor do
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August 2023 by Amari A.
BEWARE! Do not purchase care from here and do not allow them to swindle you out of money with any car packages and warranties if you choose to go against the many negative reviews you see here. The used cars are complete sh*t. They are friendly but all scammers. They're there to upsale you. Do not take the kindness as they care about you. They absolutely do not.
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August 2023 by Jake W.
Huge fans of the good ol' bait and switch here, called about a car and was told it was available only to show up an hour later and be told it sold 10 mins prior to my arrival. Possible it did but highly unlikely, salesman even mentioned their other cash car (likely the other bait car) that just sold as well then conveniently suggested financing a more expensive car or one of their other used cars at triple the price of what I came in to see. At the very least be cautious of this place and their tactics, at most just take your business else where.
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August 2023 by G L.
. Don't be like us who trusted this company. SAVE YOURSELF FROM HEADACHES. They don't fix any car they get from what I'm seeing. They push warranty so that can pay for it. This is a MATILDA dealership (if you get the reference, you get the reference).
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August 2023 by Stephanie C.
Brought my car in because it was stopping on the road with no explanation & no check engine light. It's a Ford Fusion 2012 and I read online there's been recalls on the throttle body which can cause your car to stop. I told them about the recall & they said because it wasn't a "safety" issue & my car is over 10 years old, the part wouldn't be replaced for free even if it was the cause of the problem. They did a $195 diagnostic test and said they found nothing & couldn't replicate the problem. They were gonna charge $35 to clean corrosion on my battery that I had cleaned for free by O'Reillys. When I brought my car to My Mechanic on Kirby, they told me that my purge valve malfunctioned, causing severe damage to my THROTTLE BODY. Surprise surprise, the recalled part! I needed several parts replaced and it cost $975. That's kind of a HUGE thing for Ford's mechanics to miss..... plus they wouldn't have covered the cost of fixing it even if they'd found out that's what had failed. Just go somewhere else unless you're positive your recalled part is within warranty still.
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July 2023 by Elmer V.
I got a car for my mom from Stephen brooks !!! And he made the purchase so easy and so smooth !!! He is a real good sales men !!! And easy to work him !! If I buy another car it has to be from Stephen brooks the man at russel and smith Ford car sales !!!!
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June 2023 by Tim S.
False advertising of price. They said we had to buy their "Protection Package" of $3400. Whether we were buying with or without financing, they still said we HAD to buy the $3400 protection package. DMV Texas Administrative Code 215.250 does not allow this practice.
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June 2023 by Darryl C.
How can a mechanic not provide a full repair order for work needed on your car, when you pay for them to tell you the work that needs to be done. What do I sign to authorize the work? What shows me exactly what they are going to do? I simply asked for a work order for the repairs they wanted to do, showing a full parts list, time, full diagnosis of what's wrong, things like that. I was told they don't provide that, his text messages to me or enough? If I paid for an estimate, I should receive a physical estimate that I can hold in my hands. Not a verbal that it's going to cost $7000 to fix it. I want to know the details, all the parts, how long to do it, how long will it take.!! Seriously, a 5 year old car with 118k miles should NOT need transmission work, and definitely not because the transmission seal failed. Transmission seals. Don't fail this early on cars. It just doesn't happen. And if it did, Fords are pieces of crap. I bring my 2018 Ford, with only 118k miles on for a noise. I DROVE the car there. So o have to pay $400 for them to tell me what needs to be done. They tell me the transmission seal failed and damaged the transmission, total bill over $7k. The funniest part, is, I had asked him four times for a repair order, via text. He didn't acknowledge, or even reply to the prior three requests in anyway. He only responded when I gave him a very specific and detailed request, my request, and his response is below. If I pay for something, I should get something in return.
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March 2023 by Robert M.
Dropped the car here for service; they held it for 5 hours and didn't look at a single thing. I asked for a key battery replace and they said it takes 24 hours to do that. Mr. Mack Smith was my specialist and just dismissed me and told me to go to autozone and that these things take upwards of 48 hours. Avoid this location for your car care needs.
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February 2023 by Christopher H.
Service at the service department does not exist. Terrible communication and completely unresponsive to questions on timing of completion of the most basic oil change and tire rotation.
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January 2023 by Taye S.
VEHICLE STOLEN FROM SERVICE DEPT!!!!!! On January 20, 2023 I was contacted by the service department to bring my Ford F-350 Platinum for a sensor I had been waiting months for. Dropped the vehicle at 10am Friday and was assured it would be ready in a couple of days. Got a call from Service dept January 25, 2023, Monday morning saying they could not find my vehicle. No video, keys still there, no witnesses, no broken glass, truck just vanished! I was not allowed to see security film, just told cameras were not working. Service could not access key systems to see if copy had been made! I mean no help, no explanation as to how my huge white truck just disappeared from their lot! Filed police report on premises. All they offered was "We're not responsible!, call your insurance company" Did not offer any assistance, no loaner, just a bunch of unanswered questions. Stay away from this place.
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November 2022 by Becky C.
Rude employees. Don't bother making an appt. It means nothing! Do NOT go there! Horrible experience.
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September 2022 by Sean W.
They kept my vehicle for more than a month and still didn't fix the problem. Every time I called Mack, he promised that he would call me back but never did. It felt like they didn't need my business and showed it with their service. This is the fourth F150 that I have owned and serviced with Russell and Smith. I plan to drive my vehicle out of the way to Planet Ford for better service. Totally disappointed.
