Cowles Ford, Inc Review

Here is why I would not recommend cowles. Take your pick:
-They "lost" my car for about a week. It was dropped off by the tow truck and I confirmed a service apt. The next day. Almost a week passes and I have heard nothing- I call to check in and the can't locate my car- nothing has been done. I go into panic mode and luckily they call back later to say they located it. I've been without a vehicle for one week.
-I speak to someone on August 29 who tells me all I need is new tires and brakes- I ask to confirm my power steering issue is fixed- they have no idea there is something from with it, despite taking detailed notes that I have via email to investigate it. Same day follow up call from then to explain next steps was never received. Nothing from them for another FIVE DAYS. O am now nearly two weeks without a car and no repairs or confirmation on what's wrong.
-I have placed over thirty calls to the service dept from 09/07 - present. I'm polite and nice but have been hung up on by Natalie at the front desk because I had the nerve to request to speak to someone that is human about my car sine every time they transfer me to service it just keeps ringing forever, with no voicemail.
-I've placed multiple voicemails with Michael service dept manager and the general manager- no responses. I've spoken with multiple receptionists today after five days of trying to speak to someone and they promised someone would call back today with more info but still nothing. Not a single soul actually has cared about any of my frustrations

So yah no I don't recommend Cowles. They are a joke, unprofessional, lack basic customer service skills, and they rip you off. Read less

**Update added below:
So since my last review, I finally got my car back. I don't have energy to write about how INSANE the experience was in full detail so let me summarize it.
*on columbus day 10/08 I go to pick my car up FINALLY (partially my fault - I couldn't pick it up during their pick up hours) and when I pick it up, 2 of the things I brought it in to be repaired for were not repaired, looked at, or communicated about.
*As I drove away and got above 40MPH a horrible dragging noise started on the ground. I had to turn the car around and take it back to the dealer. The panels that were cut in the repair were loose and dragging against the ground.
*I dropped the car back off on 10/08. On 10/09 I was contacted by Richard and told that I was the one who did that to my car and it was caused by impact, not by them not sealing the panels in the repair process. LOL this world is cray, at this point I care about what happens, I just want to get my car back and never set foot in this place again.
*I heard NOTHING until 10/12, when I took initiative to call them and ask about the status. They said my car had been ready for a few days - once again no one called to tell me anything
*I go in on 10/13 to pick my car up and SURPRISE the battery was dead. it turns out that the battery they supposedly sold to me and installed prior to my picking my car up on 10/08 was NEVER put in the car. I had to wait for two hours while they went to Springfield to go get one.

THIS PLACE IS HELL ON EARTH. DO NOT GO HERE. I wouldn't place siphoning the gas out of my car above them.

I live in Stafford, bought my Lincoln in Fredericksburg, but prefer to use Cowles Ford Service because they pay more attention to my needs, as well as those things that make a good preventative maintenance program. They always try to find existing discounts or promotional programs to apply towards my service so I get the best rate for my service during that visit, and call to discuss options when problems of major cost arise. My previous Service Team Lead, Scott Bennett, was outstanding, and so far my new Service Team Lead, Patrick Rotchfo, seems to be following the same level of service and commitment.

So far this is the absolute worst customer service experience I have ever received from a service department at a dealership. I had a scheduled appointment at 11am for a diagnostic test on an issue with my vehicle. After 4 hours of not receiving a call to inform me of the results I started calling the service department. Every time the phone rang and rang with no answer. I probably called 15 times over the next 4 hours. I even went through the dealership receptionist to relay paper messages for someone to call me back. No call back ever came! At 7PM I called back and reached the receptionist desk only to be informed the service department was closed and everyone had gone home. The only manager, apparently, on site is a sales manager that has zero capabilities of assisting me with the fact that my car is now stuck there until tomorrow morning when they open again. The only solution offered is to try and call back first thing in the morning when the service department opens and hope I am able to reach someone. I will be following up with the service department manager Hal Farrington first thing in the morning to lodge a formal complaint against his department. Will update this review after that conversation.

Best Ford Dealership in Virginia!!!
5 Star Customer Service!
Clean and Spotless Waiting Area!

Took my 2015 C-Max Energi in to have a modem changed due to the decommissioning of a tower. Ford had notified me of this and the work was done free of charge. They changed the battery in my remote control key (I asked them to this rather than struggling with it myself) and also had one other service done. I was in and out in 1.5 hours and they washed my car for me, too. Always have excellent service when I come to Cowles--they are polite, know their business, and I leave a happy customer.

We have purchased and serviced vehicles at Cowles Ford since 1999. Between personal and business vehicles we currently service 13 units with Cowles. I have worked with Service Manager Matt Norris for over 10 years and was quite shocked to see a very negative comment about his customer service. I must say that this individual's evaluation totally escapes me and most certainly leads me to believe that he is simply one of those individuals who just refuses to let himself be pleased with the service anyone provides. I would suggest that I am most likely in Cowles Ford as often, if not more often, that any other customer that does business with them. In fact there are other Cowles employees who think I work there. I have seen Matt's handling of many, many difficult issues and will say that he is the coolest of the cool in handling difficult customers. He's the first to grab a phone that's ringing and the first to jump up and respond to a waiting customer. With all the service work we do, is the work always done right the first time, every time? No, it's not. Although that's what we want and they strive for, with all the work we have done there's going to be a little "slip up" every once in a while. Reasonable people should expect this. However, when this happens (and trust me, it's not often) the issue is ALWAYS resolved to my satisfaction. The relationship between a customer and a service provider must be one of mutual respect between the two parties. We have that level of respect and we believe that we are always treated in a fair and professional manner. Give them a try. If you don't like the service they offer--you're just not working with them.

Michael L. May
234 Enterprises, Inc.

Overall can say I was very satisfied with purchasing from this dealership. Recommend asking for Sam Bishop- very easy going and made the car buying process much more relaxed than other dealerships I have dealt with in the past.

I recently took my F-150 into Cowle's Ford for a brake issue and an issue with the drivers seat. The service advisor's was named Trey Dimsey and he was very straightforward, respectful, and worked with me to address my concerns and get the issues fixed. It's exactly what I expect from a automotive service department. No hassle, no drama, and just straight up good old fashioned customer service and the correction of the problem. I truly due appreciate Mr. Dimsey's time and effort.

Excellent Service!! I needed service prior to an unscheduled road trip and Cowles Ford took my truck in without any hassle.

Used concierge service first time. Fantastic pickup and delivery. Never had to leave house. They even washed car ! Coordinated by phone thru whole process.

Service and support were top level. Totally satisfied.

If I would, I would give it zero stars. Horrible experience, pls do not go to this dealership!

Had to call back and check on the status of my vehicle. Only to find out that it was ready and that they closed in a minute. This was on a Saturday and they are not open on Sunday. So much for calling your customers back #customerservice.

It was suppose to be a quick in an out. Oil change, tire rotation and inspection. Made the necessary appointment and came in, waiting room clear. Two and a half hours later, I'm still waiting. I finally had to ask. The person I checked with passed me on to another person who said wait in the waiting room. He finally checked and said my car was up next for the inspection. Coincidence? Don't think so. Three hours - three hours later I was finally on my way. I think what burns me up the most is that all that time I waited alone and lots of stars from staff but not one courtesy inquiry as to what I was waiting for. Yes, I fully understand backup but I also expect someone to advise me so that I can decide to either wait it out or get a ride home. I will not be returning.

Scheduling and Service was Great. What I was upset with I was told that if I bought the Vehicle at Cowles that state inspection be free. Last year it was free, but not this year. It only $20 buck, but it's the principle.

Great experience! Great assistance! Ms. Huda is patient and caring, not just with me, but with other customers who came for her. Her customer service skills are on point!!!

I stopped in on Thursday Sept. 17th to have them check my tire sensor. They were busy but they gave me a ride home til they were able to look at it that day. There was a nail in my tire. So they plugged it and everything else was fine. More people should take the time to write more positive reviews then all negative one. Anytime I ever had a problem, their customer service is one of the best!

Excellent experience from all the staff from start to finish. Happy with my purchase!!!

I recently made an appointment to for service due to a recall issue. It took two weeks to get an appointment which I think is too long. According to the recall notice and the service tech I spoke to -- the service would take approximately 1/2 day. He provided his cell number to call with questions or for updates. At 12:30 (4 1/4 hrs after arriving) I texted the tech for an update. After 1 1/2 hours without a response I went to the service area to get an update. The tech said he was getting ready to answer my text and then went to check on my vehicle. I was told it would be ready in 1/2 hour. After waiting another 1 1/2 hours my vehicle was ready but the front end was not able to be properly aligned and I would have to come back to get that done. Front end alignment while needed due to the recall was to be an additional $89.99. I was not charged since the front end alignment could not be done and was given a receipt for a discounted rate on the alignment. I was not the only person to have a bad experience that day while waiting I heard multiple complaints regarding service.

I was very satisfied with everyone at the service center. They were nice and courteous. My vehicle was ready for pickup in a couple of hours.

We had a great experience on our recent purchase. The sales person was a great guy to deal with and took the time, with no pressure, for us to make a decision. Further we received an additional $2000 on our trade which was great. We had a very negative experience the day before with Purvis Ford in Fredericksburg which prompted us to go elsewhere. Goes to show what a positive experience will accomplish.

My experience was that I had a pleasant visit. Service was very friendly and polite and I did not have to wait long at all. I will continue to take my Ford to Cowles.

I definitly and highly recommend their Service Department. I needed a battery installed asap and due to COVID19 restrictions, they took extra measures to plastic wrap my steering wheel, seat, etc. I felt quite safe from a health standpoint while there. Even after I looked at a vehicle, the maintenance team wiped it down. I loved Robert in the Service Department. He got me in first thing in the morning and had me on my way with a complimentary car wash! They have earned my respect and future business!

Polite, professional, and efficient. Would recommend, particularly service associate Robert.

Our Construction company has a great plan with this Ford dealership. We get all of our work trucks serviced and maintained through them with no hassle at all. Our trucks range from F-150's to F-350 DRW's. Also, we purchased all of our vehicles through them as well. No regrets.

Service was performed quickly and effectively. Employees are super-courteous and eager to assist. Employees did not try to push unneeded replacements and repairs . This is an honest place that can be trusted.

Everything went well with trading my vehecial for a new one. Just disappointed becau se I don.t have a CD player. Never seen a car without one.

I recently bought my first car here and my salesperson KC was absolutely amazing! The car I planned to purchase was sold by the time I got there and I was pretty upset but KC showed me two great options and I ended up falling in love with a lime green ford fiesta. He took the time to answer all my questions and made sure I understood my car completely before I drove it off the lot. He made my first time car buying experience easy and entertaining.

I bought my 2017 Ford Escape from Cowles Parkway Ford last weekend and was very satisfied about the service. I was in a car accident and my car was totaled, forcing me to buy a new car. Cowles was very supportive and my Sales Representative, Gail, was AMAZING! She was so sweet and understanding to my budget and needs.

Why does it take so long to buy a car? Wait, wait and wait some more.

Andrew and Alex were Awesome!! Thank you very much for your knowledge and professionalism. I will be back.

Joshua and Esmerelda - first contact and Internet team, Brian & Matt - Sales Team, and Nina - Finance team, took exceptional care of us with the purchase of our new 2020 Ford Titanium Hybrid FWD Escape.

Very happy with our new Escape pod!

Bought a used car, was looking for something very specific. Car listed in inventory but wasn't available for viewing for nearly a week. Minor service was needed and provided, they did a good job with the service. The car also needed detailed and they did a very poor job of it even made a large scratch in the door. The salesman saw the poor job on the interior and promised if I returned the car they would have it professionally detailed. I left the car for a week and when I picked it up none of the specific items that needed cleaned were done, it appeared all that was accomplished was they ran it back through their own cleaning process, which left it as clean as a car wash. Very disappointed with results. Won't buy there again.

Until about six months ago, I would have said that I'd go to no other service department before Cowles Ford. The Service Advisor I have gone to since day one, Steve Williams, had departed at that time (June 2014). I had indicated that to the new Service Advisor (I believe his name was Josh) as scheduled my annual inspection of my truck, to his response "I hope I can adequately fill those shoes" and I followed up with "I hope so too, or else my business goes elsewhere." Fast forward to mid-December 2014, as I tried to get my car re-registered, only to find out that the inspection was done, but not the emissions testing. Steve knew that if I got one done, I'd want to other at the same time. Needless to say, I was not please, but that quickly changed based on Christopher's assistance on December 22, 2014. He squeezed me in and I was out of there in no time. Cowles Ford still has huge shoes to fill, but at least now, they have one good interaction to counter the bad one.....can only go up from there, right?

Wish I can rate 0 stars!! This Dealer DOES NOT care about its customers, Horrible experience after buying a vehicle, 5 days later I was having maintenance issues. Very unhelpful management staff and the saleswoman Hoda did nothing to help. BUY SOMEWHERE ELSE! #STUCKWITHALEMON

I bought two vehicles through Seerat, one of the salesmen at Cowless Ford. We had a great experience through the whole process with Seerat's assistance. Very helpful and sincere customer service. Recommend this salesman and the dealership

Paul went above and beyond , even stayed pass closing made sure my truck was spotless clean and I drove home happy even though I kept him way past closing I really felt the love . Nina also went above and beyond and really made sure I understood my protection plan and made sure I was able to get financed . Thank you soooo much !

Made an appointment online for service. Friendly and helpful.

Great experience with Silvestre Diaz. They had the vehicle I wanted, and the Financing options provided by the team there were great. Highly recommend that you give them a shot.

I have an emergency and have been trying to get in contact with a manger for two day. Even left a voice mail and called multiple times. It s like there is never a manager there and I m in a tight time slot. Customer service is terrible.

Lease of Ford Ranger was handled very well. Lack of availability of trailer hitch wiring harness from Cowles was disappointing...I was able to obtain a wiring harness from Ted Britt Ford in three business days. Proposed cost of obtaining and installing a trailer hitch through Cowles was about 200% above what I could coordinate on my own Spray in Bedliner was a good deal. Thanks

My husband and I recently purchased a Ford Ranger here and our experience was truly incredible. We were offered a fair rate for our trade-in and were treated with nothing but respect throughout our entire experience. Lindsey Stowell was welcoming and knowledgeable, and really made the process feel like a fun event rather than a stressful time. She was more than accommodating with our children and we felt like she was one of the family by the end of the night. We got a great deal on our Ford Ranger and have been so happy with it since then! We give Cowles Ford 5 stars, would recommend to anyone looking to get a great deal on a Ford!

It was a great experience, got more than I thought I was going to get with my banged up credit. Just go in and ask for Lindsey.

Great customer service. I was able to drop my car off with no appointment scheduled and got it back two days later.
I paid $0 for parts and repair because my car issues was related to a recall. They didn't try to milk money out of me and I appreciate their honesty.

Great service. Honest advisors who completely explain the work that they are recommending. Best Ford service department I have ever worked with.

Excellent customer service. Very easy buying process and not annoyingly pushy like some auto sales. Very helpful and welcoming. Everyone I encountered seemed to genuinely care about my experience without being too over the top.

One of the fastest experiences I have had with a car purchase.2 hrs from start to finish w/ a test drive thrown in.

Trying to get service to answer the phone was an nightmare, I wanted to get shuttle to pick me up, but ended up catching a lyft to pick my car, and something still wrong with my car

My salesperson was professional, conscientious and kind. The management team was aggressive yet fair. The financing person, was also professional and proficient.The dealership is clean and relaxed. Other staff members are friendly and helpful.

The process was time consuming 7+ hours, but that is to be expected.

I was disappointed that CF's website indicated they had vehicles in their inventory that were either not there or sold (7 online, but only 3 on the lot). Call first to ensure the car you want is available.

I plan to purchase future cars at CF and recommend them to friends and family.

Thomas, Keith and the finance team worked wonders on my deal..
They were able to save the deal and got me the car. I want. They work their magic and save the deal..
Thomas and Keith service was outstanding and they both worked very hard on my deal and I greatly appreciate them for it...
The finance team manager, I think his name was Carlos went above and beyond with my deal and I greatly appreciate it..
Thanks guys..

My service advisor (James) was very understanding of my situation and gave me assurance that my truck will be safe to drive. The wait was not long and the lounge area was comfortable.

Horrible service! Formal complaint letter sent to Ford.

Went in for a state inspection and an oil change. Only got the inspection. After waiting for 3 hours in the waiting area, I didn't have the time to wait around to see about the oil change. I guess I'll have to go back again soon to get that oil change.

They have good customer service when you first arrive but right after you sign papers its different! My car failed inspection but they wont cover it because they are "Minor issues" and now its my issue. That's a joke! I drove almost an hour away TWICE for them to connect my Bluetooth and when i arrived the manager received me angry. This is ridiculous.

Service department is super helpful, very responsive and keeps you informed of progress with the vehicle. Would definitely use them again and recommend them.

Excellent customer service. My Ford Focus had an issue with the clutch/transmission which was shaking while changing the gear. So I had raised my concern to the service team and they took care of my vehicle very well Now it seems like the power-shift/clutch issue is completely repaired and it s driving smoothly. I d like to publicly thank Joshua Miller, the Service manager, for his excellent customer service.

UPDATED REVIEW AT THE BOTTOM
I've been to this ford dealership for service multiple times, every time I've came here their customer service was outstanding (Sales and service)!!! Except one time, which is explained in this review.
Around 345pm, my wife and I go to drop off my 2013 ford fusion and my 2006 hyundai elantra(which I've dropped of before), the guy (Johnny R.) tells me "no problem we will get the fusion done for you today (just needed a minor maintenence and a state inspection), and the hyundai elantra (over heating) looked at and see what the problem is, should be about 60 to 90 minutes". Ok, I don't expect anything less because of how great cowles fords customer service was before. Mind you, we had to jump the hyundai because it's been sitting all winter. Well he calls 15 minutes later and says all his technicians left for the day and he can only do the inspection for the fusion. Ok, not a big issue, it was 415pm by this point, I'll just leave the hyundai overnight, and bring the Ford back tomorrow to finish up.
We look at some of the used cars.He then calls my wife and says "your ford is done, it's just getting washed, but the technician for the hyundai is on vacation and won't be back till next week", my wife says "ok, no problem, what about the following week?", he then says "well we can't look at your hyundai at all!", she says "ok???" And gets off the phone, I then go to speak to him at the service station, we go back and forth respectfully on this point, and he proceeds to tell me in his exact words that "they only fix any ford vehicle and only used cars (any make or model), but YOU HAVE TO BUY IT FROM THEM". I was dumbfounded by this because I've brought different models that i didn't buy from them before with no issue! It makes absolutely no sense because if I bought a used car from them 5 years ago and I bring it in, do they want me to bring a sales receipt so they can verify that I bought it from them. Needless to say, I ask to speak to the manager, he says ok no problem, I'll get him (Richard L.) for you. I've dealt with Richard numerous times, awesome guy, very good at his job, I'm surprised that he would actually say this, because I've dropped off my other cars with him. So I wait 10 minutes for him to tell me the manager (Richard) has left for the day. Not good at all. Needless to say I wont be back for sales or service.
UPDATED REVIEW: Long story short (sort of). 2 months after that incident my wife tells me that we got a letter in the mail saying we still had a credit of 13 dollars at the Cowles Ford place I might as well take it up there for an oil change and use the credit. She spoke to the General manager and they said they would take care of us when we came in. So I come in at 12pm to get the oil change and I end up speaking with James M.. Very nice guy, well spoken. I come in and he immediately recognizes me from the conversation I had with Johnny R or the review (not sure which one), but he apologized for the customer service that Johnny (who no longer works there) gave and asked my what I needed done today. I needed an oil change and to talk to Richard, they couldn't do it in the time I needed, so I made and appointment for 730am the next morning. So I come in, I talk to Richard and he explained the confusion with the NOT FIXING CARS THAT ARE NOT FROM THEM. In short, I guess they don't have the equipment to fully diagnose foreign cars. They can take a look, but if its something they can't fix, we would still have to pay them for the diagnostic, its cheaper for me to just take it to that makers dealership but its still up to me if I want to take that chance or not. The way Richard explained it was 100 times better than saying "thats just what I was told" 20 times over. They gave us a free 50 dollar oil change for our trouble, and we still got to keep our 13 dollar credit. I want to thank James and Richard for being so professional about the situation, and Cowles Ford for making it right. Me and my wife will be back for this reason.

This was a very straightforward and easy transaction! Everyone I spoke to was responsive to my requests, pleasant and they treated me with respect. I really appreciated the low pressure sales (thanks CJ!)

Amazing professionals both sales, finance, and management!!!!!

I've been here several times (concerning a safety notice I received on my car) and talked to several different guys and they all were super friendly and helpful. I almost always dealt with a guy named Richard and he was so patient and pleasant and took the time to explain the issues with my car. Based on my experience so far, customer service here is great. Also they have a shuttle that will take you home and pick you back up if you live within 5 miles.

Your website is terrible. It is stuck in text mode and there are no pictures. All links go to another text filled webpage. Please fix it so you don't loss more customers.

I leased a vehicle a week ago and was absolutely disappointed in the Cowles Service. i was there for four hours and still dont understand why. The process of car buying/leasing should be enjoyable. Cowles shouldn't keep people at the dealership "on an average of five hours" as i was told several times that day. Cowles - i challenge you to be inovaters! Speed up the damn process! Upgrade your systems! focus on true customer service! Have an understanding and compation for peoples precious time. NO ONE wants to spend five hours feeling miserable. Maybe you'll get better reviews!!!!

i would give them a zero if i could ...brought car in for transmission problem but needed a rental car, none available since this was going to be over 1000.00 i wanted a car from them because the cost could be deducted. called everyday no cars ...i could not find one in area by the end of week called service adviser and service manager still no return call. also called service adviser during the week still no return call. i had to prepay for half the part which i never received trying to get refund still no return call sent e-mail no reply...this is insane i have never had this much problem getting a company to respond. had to reject charge due to no reply from them . took car elsewhere....all i can say is good luck if you go there i have had 3 cars serviced and bought 2 from them but no more they dont care about customers

Cowles Ford just delivered my Transit 350 extended high roof I special ordered from them since I wanted black for my catering company. It took a little longer because they told me there was a recall. I am glad they found out before they delivered the van. I receive great price with a substantial discount/rebate. My sales person Brian was very helpful. I recommend any small business to ask for Brian when purchasing vehicles. SB - Maison Culinaire

Always have a great experience with Cowles service dept, prices are good and I like having a Ford certified tech working on my car.

Bought a brand new mustang from them, and worked with Gabe, who was so very sweet. There was a slight misunderstanding regarding a discount at one point, and despite believing that it would not be settled in my favor, and having to take it up the ladder a bit, the team over there worked with me and got me the discount. They could have been cheap and super stubborn, but they were willing to work with me, which I definitely appreciate. They also gave me the best price in the area (I'd been working with Ted Britt in Fairfax before but they were absolutely terrible and didn't deserve the purchase).

Very poor Customer service, very arrogant finance manager and the sales team, in short avoid this place at all cost, there are so many other places in need of your business.

I can't say enough good things about this place. I can't remember his name but the general manager gave me a A+ experience as well as my salesperson Hudu, and the finance manager Marcel. I bought two vehicles at the same time and I will be back to get another one when the time comes. I drove 4 hours, but it was well worth the drive. Best dealership experience I have ever had. I can't thank everyone there enough!!

Service work was excellent, quality great, completed on time, and service personnel friendly. Cowles is a great place to bring your car or truck.

The worst dealer I have ever went to. Go in there on Thursday to get a shock put on my MKS. They tell me we need to order the part. The part will be in on Friday. Come back at 1 on Friday. I'm there at 12:15 on Friday to get the part installed. Waiting and waiting to get the part installed. 3 o'clock comes by and the service tech tells me the part is not even here. It will be here on Saturday by 10am. So I show up at 10 to get my shock installed and they tell me the part wont be here until Monday morning. Total incompetence. NEVER NEVER will I take my vehicle there. Cowles Ford you are a professional dealer. Act like it.

The worst service known to man!! They had my vehicle for almost a month and never fixed it. Charged me over $2,000.00 and put almost 1,000 miles on my vehicle. They also gave me my vehicle back with pieces missing. I ve contacted the better business bureau on them for the poor service and the lies. A outside mechanic has fixed my vehicle and I will never go to them again. Extremely disappointed. They don t even deserve 1 star.

Service appointments easy to schedule. Promised pickup time always spot on. Staff in the service department are friendly and extremely patient.

Great expierince. My service manager Josh was very attentive and very informative and I was satisfied with the service. The only negative I have is the actually scheduling of the service. I initially used the online portal to book a service appointment only to be called the next day and told that the portal wasn't accurate. It actually took a little bit over a week for me to get my car in for service. Very unsettling, particularly when a "check engine" light comes on unexpectedly. Fortunately, I had another vehicle to drive in lieu of my primary car.

The salesperson was nice and helpful albeit hard to get a hold of. The finance person was friendly and easy to work with. The detailing crew left trash in the glovebox and under the seat. I was told they were going to look getting a second key fob from the previous owner (who was a regular customer) but they will not answer my emails nor have they reached out to me to give me an update.

I highly recommend paying a visit to Brian Haynesworth at Cowles Parkway Ford if you are in the market for a new or pre-owned car. Brian is personable, professional, and extremely knowledgable about the cars in stock and the best car buying options available to meet your needs. Brian answered all of my questions, provided me with multiple options, and practiced patience when it came down to me making a final decision. Cowles Ford has a huge selection of vehicles, so having Brian at my side to assist and advise was invaluable. He worked with me to get me the car I wanted for the price I wanted. I walked away with a brand new car at a great price and couldn't be happier about my experience with Brian at Cowles Ford. I will definitely be a repeat customer in the future.

Thank you for your professionalism and courtesy. I appreciated my brief time in your waiting room. I will be a repeat customer when I need service again.

Cowles Service Department staff are friendly, professional and attentive. I always receive five star service!

Not a very good first time experience with Parkway Ford. Brought car in for scheduled oil change and tire rotation. Would have be nice to have been notified it could take a while as I told folks I would wait in the waiting area. Took over 2.5 hours for oil change and tire rotation!?!? Poor communication within staff in that desk personnel were not aware (at least I hope they were not aware) that I was in the waiting area. I received a phone call on my cell with an apology for the delay and car would be ready in 15 minutes. 45 minutes later I went to front desk and found out car was ready and waiting for a while. I hope technology has not eliminated the personal contact to the point where customers will now receive a cell phone call instead of a person walking into the waiting area to personally notify them of delays. Like I said, I am hoping they thought they were contacting me at home and not in the waiting area. Just a reminder to Cowles Parkway Ford: You only have ONE time to make a good first impression and unfortunately, you did not do too well. I was not impressed.

Horrible communication but good work on the car. I came here to get my passenger side mirror fixed which was missing the cover and the actual mirror. Josh miller went out and looked at my mirror and said I need the cover which will cost about 200 bucks. I paid for the cover. As i was leaving Josh apologized and said he made a mistake and he didn't realize that I along need the mirror which was going to cost about 200bucks more. So i paid another 200 to get the mirror. 3 days later I came in to get the work done. It took about 2 1/2 hrs . I went out to look at the mirror and realized there was still some broken/missing parts. I came back to ford few days later and spoke with the service department manager Matt and he said he knew what he was doing and he'll take care of everything. Never quoted me a price and told me I was all set to come in the next day to get the missing/broken parts fixed. The next day I come in i speak with Shawn Wilcox to drop my car off. Shawn never quotes me on the price either. When I come back to pick my car up they tell me I have to pay 400 for the part.

Overall I loved the work they did but I hate that their communication skills are terrible. Matt ended up reducing 70 bucks

My experience with Cowles Ford was Great! Chester Jennings and your finance team made for a pleasant buying experience. I love my new Ford Escape and I will recommend Cowles Ford to my family & friends. Thanks Mr. Chester for all of your help! Bonnie McDonald

Purchase
Looking at the used inventory on Cowles Parkway Ford's website, and with a few adjustments, I decided to look at a 2015 Ford Fusion and a 2016 Ford Fusion. On an unsettled weather day, the first Saturday of June, a journey to Cowles took place. Mr Luis Escobar, my salesman, showed me the cars which seemed in line with the website specifications. Luckily, I was able to get the test drives in prior to the cloudburst. Both cars handled well and Ford changed out a few standard equipment items. I do suspect some blemishes or broken bits were replaced with the non-standard parts but they enhanced the vehicles rather than distracted from the appearance. Being very knowledgeable about the vehicles, Luis showed me a few shortcuts with the operation of the cars. Luis's enthusiasm and keen sense of getting down to business while making the experience fun was the highlight of this entire process.

Having agreed to the purchase price for both cars (yes, I bought two cars at once), the 'necessary' trip to finance was started. Note, this was a cash sale, no financing needed. Since the cash had to come from a finance institution and it was the weekend. I signed a promissory note and was allowed to take the vehicles and leave the trade-ins. This was a pleasant surprise. The finance fellow did attempt to sell me, in my opinion, a much overpriced extended warranty package which I told him the cash on the table was all Cowles would get. As the vehicles still had some warranty left on them, I felt this was not necessary at the price quoted.

Service
Both vehicles had some dings and chipped paint which Luis arranged to have repaired. This was a quick and painless process. There was a recall issue on the 2015 Ford Fusion which had not been repaired while it sat on the lot. Not sure why Cowles would try to sell a car with an outstanding recall since it was a serious safety issue. This had to be brought in for a fix. Six weeks after the purchase, Ford announced another recall for this car on a bushing which keeps the car in Park. As of yet, this issue has not been repaired. This car also had a low tire pressure indication three days after purchase. Cowles put more air in the tire but two weeks later, I had to add air due to low tire pressure. After a third reoccurrence, the car was taken in. The service department said there was a small nail in the tire which was removed and the tire patched. The puzzling thing is why this was not checked when taken in the first time not caught while on the lot. Oh, and I was charged $28.65 to repair the tire...which should have been repaired the first time and at no cost.
The 2016 Ford Fusion lost its Bluetooth capability several days after purchase. The service department said the Accessory Interface Protocol Module (APIM) was defective. A replacement was ordered and it was replaced (another trip to the service department).

Keys
The 2015 Ford Fusion only came with ONE key. Luis said another one could be made and he would arrange a discounted rate of $135 for another key. Apparently, an outside party comes into Cowles to make the keys. The gentleman making the coded key said he was charging $175 and did not work for Cowles. Needless to say, I did not have the other key made. This is a HORRIBLE business practice. It would seem after dropping the amount of money spent for two cars, Cowles would ensure each vehicle had two keys. Not a major expense for a company and an easy way to build customer satisfaction, as well as loyalty.

Overall,
Luis and his enthusiasm during the sale were the highlights of this experience. As previous visits to Cowles has shown (see my previous review), the service department could be more efficient and customer-focused. The key issue is troubling and should be addressed. I recommend Cowles, with some reservations, so be aware that you may need to have a checklist of items to be looked over when making a purchase.

A more complete version of this review and a previous review can be found on Yelp.

I went to Cowles Ford to have a front license plate holder mounted on my car. I acquired a car from a state that doesn't require front license plate. Everyone was tentative making sure someone was helping me. The customer service I received was outstanding from Kristena. She was helpful and went above and beyond.
The wait was longer then the estimated time I was given. That was a little disappointing. I realize I just walked in and did not have an appointment. I was thankful they still were able to squeeze me in. I will continue to use Cowles Ford.

This was the last straw. Lies upon lies. Every time they manufacture some new issue that is "critical" and will cost $1000 or more... forgetting about the last critical issue that is mysteriously fine since the last trip with no action taken. This time it was my tires... which would fail my state inspection because of treadware at "4-5 32 2nds" (not even a real measurement or if 4/32nds even the state requirement)... and a story about nails in the sidewall (not true). The last two years have converted this place into a nightmare consistent with the worst horror stories in an already corrupt industry.

I have been a faithful customer of Cowles Parkway Ford since 2011. I have always received exceptional customer service and care at their facility. To me customer service isn't always about never having issues arise. However, more about how those issues are handled by the company. Over the past 5 years, I've only ran into 1 or 2 hiccups with miscommunication, but in each instance I was treated me like a valued customer. I've never experienced the unfortunate "you need us, we don't need you" attitude customer service has evolved to these days. I truly appreciate that!

Booked an appointment for service at 2pm on Tuesday (online) for a 10am service Wednesday. This was a free and clear spot on the schedule...in fact the rest of the week was completely clear for bookings. Imagine my surprise when I show up to drop off the vehicle and was then notified they had no available appointments to work on it (though the appointment was clearly in the system as confirmed) until the following Monday. No regard for the fact that my husband and I took the time off from work or the fact that we both drove all the way to the dealership before they had the courtesy to follow up. Obviously the online appointment calendar is completely inaccurate. Don't bother with the service department as they clearly have trouble performing the most basic services (like booking appointments).