Holmes Tuttle Ford Review

I bought a 2014 Ford raptor in 2016, I love the truck had a great buying experience with Carlos and have hand nothing but great adventures in it. But Everytime I take the truck in for service it has a problem right after and it is not a coincidence everything the service people touch has a problem after, I have a lifetime maintenance with the company and will not be taking it back for service.

After dealing with Ford for 5 months of setting up an appointment and they cancelled the day before for a recall for my airbag on my 05 Mustang today when they finally got the parts they left the airbag light on brought the car back out to me then told me after I complained that it was just the clip wasn't plugged in all the way worst service all they need to do is open their eyes when they work

Brought my vehicle in for emergency service. The team was able to swiftly find and correct all issues that we were having. I always recommend using dealership mechanics as they don't have to worry about money. Thus, not shoving unnecessary services and repairs at you like the smaller places. We will be back, and I would recommend this location. They also have an excellent waiting area with plenty to eat, and drink. If I'm not mistaking I think they even have a small kitchen on site for warm meals.

While traveling though Tucson, I experienced a problem with the electronics in the diesel exhaust cleaning system of my F350. I called Holmes Tuttle Ford late Friday afternoon and Tom in the service dept. got me an appointment for the next morning. Although the problem was a rare and usual one, they worked with Ford to diagnose the problem and have it repaired by the end of the day. The folks there were very courteous and friendly and did everything possible to ensure that my experience there was a positive one. The facility is very modern and the waiting room included free coffee and water, magazines, wifi, a computer room, a snack bar and a television. I highly recommend this dealership. It is one of the best.

We bought a 2014 Escape new from this dealer and after what was a very confusing process paid an additional $1800 for a platinum warranty plan. (During the sales process we were under the impression this was already in our payment, after a 6 hour long sales process we just went with it once we realized it was additional) Fast forward to 2 years later, while my wife was driving her 2014 Ford Escape the left rear door became unlatched and no longer will close. We had to strap the door inside to the opposing door to keep it shut and drive it to the dealer. (thankfully she didn't have our 3 yr old and 4 week old in the car when this happened as she would have been stranded and my 4 week old would have been next to the door that opened) When we called to have this repaired we were initially told they were scheduling for 10 days out. We had to explain that wasn't acceptable as the vehicle was not drivable and my wife couldn't be without a vehicle with a 4 week old. We then showed up to the dealership where there seemed to be little concern that the doors on a 2 year old vehicle would not stay shut. It was then explained that the parts were on backorder for a month and that we still needed to pay a $100 deductible. (They were able to track down parts at another dealer.) We had to force the issue of getting a rental car for my wife. My wife then sat in the dealership with my 4 week old and 3 years old for over an hour. When she went to service to check on the rental car they told her it was a different counter and probably ready to go. Which it was. Had my wife not inquired though she would still be sitting there where our service rep told her to wait. Overall my take away is that Holmes Tuttle Ford does not treat their customers on any type of personal level and their concern for their customers' safety and satisfaction is minimal at best. Aside from our 2 year old car not having doors that stay shut, a lot of small things have added up to us not doing any future business there again and recommending people avoid Holmes Tuttle Ford.

If I could give 0 stars I would.

This place has provided the absolute WORST customer service I've received in a long time. I've called multiple times in attempt to speak with a "service advisor" who can give me a time for an accurate appointment for repair. They've transferred me here, there, everywhere. Most of the time I got a voicemail (during business hours) and each person asks, "What kind of repair??" What the hell difference does it make to you - some desk person - who has NO NEED to know what kind of repair I need. I don't need to have the same conversation with multiple different people.

At the end of the day I never even spoke to this elusive advisor. They could only tell me it would take FOUR WEEKS for an appointment because they're running a "full shop". Here's a clue - If it takes four weeks to you serve a customer, you're not running a "full shop", you're understaffed!!

My experience buying a brand new Lincoln MKX here was less than outstanding. Generally the first impressions were ok. Staff was friendly and was working with my wife and I to find the MKX that we were looking for. After the test drive they were starting to really push for a sale. After we made our offer they were not willing to budge. I believe they were starting to become rude and kept trying to push the 72 month financing with interest. No matter what we did that is the offer they kept coming back with that offer. So we traveled to Phoenix and got almost 8k off of the out to door price from what they were selling, and got a much higher level of customer service at the other place. I would suggest to go to some other dealership to get better deals than this place. Better yet, you should just go to another dealership.

So frustrated!!! I Own a 2014 Ford Explorer that I've had multiple issues with the middle row seat belt ( air bag/safety latch). Has been replaced once under warranty. Warranty has expired and still have the same issue. They have a Technical Service Bulletin on the issue, so they are aware of the mechanical/engineer failure. I've purchased three vehicles from Holmes Tuttle, service technician was unprofessional and hung up me! Last time I purchase from them! Way to go Holmes Tuttle I'm glad to see how safety issues don't concern you! I'll take my buisness elsewhere!

I have been dealing with Fred in Service for years. He has never let me down. ASK FOR HIM.

Very poor service, can never get anyone via phone at service or parts department.

The worst customer service,
Once you buy the car, their behavior changes and they ignore you, I have problems with the ford fusion that i purchased, they don t answer and they don t call back
Unless is a referral customer then they are more than happy help... I don t know what else to do
I will never recommend this dealership or the brand ford
[this coment is in behalf Ms Blanca R]

I was contacted by a manager at Holmes Tuttle after I posted this review. He went out of his way to get my car in and get the issue fixed, a drivetrain issue covered under warranty. I appreciate that they reached out and made the issue right. I wish it hadn't taken an internet temper tantrum to get it done. But ultimately it's fixed. I'll raise my rating a couple of stars to reflect that the issue was resolved.

***Original Review***

Recently bought a pre-owned 2016 Ford Explorer here. Used car customers are clearly second-class at this place. But it's really the service department that has been the worst. Rude treatment by the service writer, car comes back dirty, and then it's not fixed. I have a transmission issue that I will take to a private shop. Not going back to the dealership.

We wish to thank Garrett and the dealership for great service. Our 2013 Motorhome needed a recall item taken care of so we can do our annual registration with the California DMV. We were in at 8am and out at 9am. It doesn't get any better than that. Thanks again!

Quick and convenient. Always awesome customer service

This my third update to this post. I took my truck back in for warranty work approximately three weeks ago. The service department has improved on each of my visits. I was greeted promptly and was able to get my truck checked in and leave within 10 minutes. My service advisor, Mike, even offered me a loaner vehicle. Mike kept me informed throughout the process about the repairs to my truck and got them completed in a timely manner. Overall great job by the service department. I will definitely use them again and will recommend them to my friends.

An update to my earlier post. After making my original post, I was contacted by Mr. Jason Davis from the service department. He apologized for the calls not being promptly answered and asked if I'd be willing to give them a chance to work on my truck. Since they were willing to reach out to me, I was willing to give them a chance. I dropped it off the evening prior to my appointment and it was ready for pickup by late the following afternoon, which was a quick turnaround in my opinion and the work quality was good.

I met Mr Davis and my service manager while I was there and they were both nice people and professional. My feedback for the dealership would be this. Everyone I dealt with was professional and appeared to be very busy. However, I didn't find the service area in general to be very personable or outgoing. When I pulled up in the service lane, I wasn't greeted by anyone and I wasn't really sure where I needed to go to get the truck checked in. I finally went inside and found a person with a name tag on and asked them how to get the truck checked in. He went and found a service adviser who helped me out and got me taken care of. The following day, the service adviser call and gave me a rundown on what was done and when the truck would be ready. His call was appreciated and very helpful. Due to my schedule, I wasn't able to pick it up until the following morning after it was ready. When I arrived the following morning, it was almost a repeat of my check in situation. I wasn't greeted by anyone and I had to go inside and ask questions of people with name tags until I was pointed to a person was able to help me out. Overall, the service department was able to get my truck in and out in a timely manner, but it wasn't very personable and I felt more like a number than a customer.

Since they did reach out to me and do timely repairs, I've changed my rating from a 1 star to 4 stars.

I've called the service department five times over the past two days to schedule service on a recall and a minor issue on my 2017 F-150. Nobody answers the phone on either their 800 line or the direct line. I'm not sure what's going on, but I guess I'll have to drive across town to get my service work done. Disappointing.

ZERO stars. I've had nothing but problems with my Focus. Service staff are rude and inconsiderate. Took it in due to my entire instrument panel being out. No blinkers, gauges , etc. Their response "we're booked two weeks out." Thanks for NOTHING. Couldn't take 2 seconds to just look and give me some idea what might be going on..cant stand their attitudes. Horrible customer service.

being out..nothing's working and

Great for buying a new car. Very poor service in buying parts. If I could give no stars I would do so. Went in to price to parts on my truck & was given the run around. The guy behind the service desk was looking at the problem. When all I need was the price cause I new what the problem was. Complete Joke.

I have my car services done there. Professional staff, clean environment.

Didn't work 0n my truck well they made more problems when I received my truck
. Yang they fixed what needed to be done but when I got it back there were additional problems and I had to fix them when ford booked several things on my engine when they took it out

I guess you should never trust a sales person, for that matter. Jim Click while doing awesome in the community, his car dealerships and employees are showing what will become of his legacy. I ask you, how do you sleep at night and take advantage of senior citizens on fixed incomes. Answer by blaming financial institutions. Your credibility and tactics will only go so far. Very disappointed in all of you. Shame shame shame on you! Mr. Click time for you to look at your company from the inside out and clean house.

Good outcome with a couple of hick-ups during the process.

Took the car in for warranty service. Repair turnaround time was quick. The staff were helpful and friendly.

In town from VA, needing regular service before heading home. Very professional, service done promptly without a reservation. Thank you!

I went in yesterday, just to make an appointment to get recall issues taken care of. When I pulled up there were 3 people waiting for help as the 1 service writer was helping another person. As I looked in the offices that said "service writer 1 and 2" there were men sitting at both desk looking bored, one of which took a drink of water and looked out at us. Neither of the men bothered to come out to help the one man working, that is now telling the man he was helping how he was off the day before because it was his daughter's birthday and showing him pictures. MAYBE they have gotten to busy to take care of the business they have and need better or more help. I ended up leaving after about 20 min with not even an acknowledgement of being there.

I have to add that AFTER I posted my review a gentleman from H. T. called to apologize and set up an appointment to take care of the problem. When I went in to drop off my truck they were very helpful and they did take care of it. THANKS GABE.