Holmes Tuttle Ford Lincoln Tucson

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Address: 660 W Auto Mall Dr, Tucson, AZ 85705, USA

Phone: (888) 298-7826

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State: Arizona

Zip Code: 85705

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Reviews

I want to state that Tom and Fred in the service team are great! They are working to take care of me as best they can, but this review is more about Ford Motor Company (and some of their supposed customer service (more like customer disservice) team on an area/corporate level.)

Back story.

I bought a 2013 Ford Focus. Got a great deal on it, and it is a fun little car to drive. After a year or so, I noticed that the transmission just didn't seem to be functioning correctly. I brought it in and was told that it was within limits. That it was a newly designed transmission and that was how it was supposed to function. Okay, cool, I can deal with that. Over the course of the next few years, it starts to shift harder, the clutch doesn't engage when I accelerate, and more issues start to arise. Well, behold the "recall letter" from Ford Motors about errors in the transmission clutch and TCM. Any issues will be taken care of. Shortly after receipt of the letter, my check engine light comes on, and throws a code for a transmission error. Take it in, it gets "fixed", and I go on my way. About 8 months later, the same scenario occurs, take it in, it gets fixed (a little longer this time). I was left without a car for a couple days, and asked if they would provide a rental for me so I could go to work and school. I was told one wasn't part of the warranty provisions, so I left it at that. 5 months later (just last week) the transmission gets all screwy again, and the check engine light comes on. I take it in, and am informed that it would be two weeks (maybe longer maybe shorter) to get it fixed. I asked for a rental car again, and was told no. 

Well, I figured that this wasn't an acceptable answer. It isn't my fault that Ford has designed a faulty transmission. Why should I be inconvenienced for a problem the manufacture has? So I call Ford customer service. Let me tell you that their customer service line is a joke. It's anything but, and I am tired of being read the provisions of the warranty. Look, I understand that the warranty doesn't cover a rental, but since this is the THIRD time for the SAME problem. Maybe act in good faith for the customer and provide one, even if the warranty says they don't have to. I spoke with Kelly, and then her boss Michael who are corporate Ford representatives and got absolutely no where. The only suggestion that they could give was "well try the other dealerships and see if they can work you in sooner, and if not I suggest you keep your current appointment." 

Ford has NO compassion towards their customers. They just want your money. Once they get it you are SOL if your vehicle has problems. To be told to take it to another dealer? The car isn't safe to drive! It's failed on me in the middle of an intersection! I can understand why there is a class action lawsuit against Ford Motors for their defective 2013 Focus. One reason, faulty car; and the other reason TERRIBLE customer service. I really don't feel like I am asking for much. I get it, a rental isn't promised under the warranty. Honda doesn't have that either, but when my steering went out, they not only towed it in for free, they offered me rental car because they VALUED me as a customer. I made a $20,000 mistake in purchasing a Ford. Their lack of customer service has absolutely hammered the final nail into the coffin of me never buying any of their vehicles again. I honestly feel like I was robbed. Moral of the story? DO NOT BUY FROM FORD MOTOR COMPANY. THEY ARE CROOKS.

 8 years ago (21-09-2017)

I can't complain too much, I have maintenance for life. It's and nice and friendly atmosphere. They do have a nice cafe, coffee bar and complimentary water, couches, a kids play center, T.V., free WiFi, a computer center. It is the place I choose every time. Usually they are fast, this visit not so much, but I still will go back no matter what.

 8 years ago (12-09-2017)

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!!

 8 years ago (31-07-2017)

Service was pleasant. Staff didn't meet my expectations for a service department knowledge level of my Ford vehicle. However, they made an accurate recommendation. Prices were outrageous...as expected for a dealership.

 8 years ago (20-08-2017)

By far the best experience at a dealership I've ever had. My salesman was John Collins, a knowledgeable, considerate guy who has taken care of me  since the moment I walked in wanting to trade my front end damaged Fiesta for a brand new Edge. Not only did he make it work within my budget, but anytime I had a question after the sale he was always available and ready to help me with any sort of concern. The service center, although usually backed up with customers, has always done right by me. I don't think you can beat this level of customer service nor the deals that Ford offers (like lifetime free oil changes and tire rotation). This is my Ford.

 8 years ago (20-05-2017)

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