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- Mon-Fri 7am-7pm
- Sat 8am-6pm
- Sun Closed
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5 helpful highest ranking reviews
joey cucinotta
I’ve purchased two vehicles from this dealership and used their service department consistently since 2019, but my experience over the years has gone from frustrating to completely unacceptable. Service has always been slow, but things really went downhill when my vehicle began having transmission issues. Ourisman Ford kept my car for months and eventually told me they were installing a brand new transmission under warranty. I finally got the car back and the issue seemed fixed—briefly. Not long after, the same problems returned. Every time I brought the vehicle back, I was jerked around and given different explanations. Eventually, they blamed the issues on emissions-related problems and pushed repairs totaling over $1,000, none of which actually fixed the problem. I finally took my car to a different Ford dealership, where they quickly diagnosed the issue and told me—plain and simple—that I needed a new transmission. Even worse, they informed me that Ourisman Ford never actually installed a new transmission as previously claimed. Fast forward to now: I attempted once again to have the transmission properly addressed, only to be told by Ourisman to go to another dealer because their wait time was too long. I did just that. I took my car to Sheehy Ford in Springfield. Wow what a night and day difference. After years of loyalty, wasted time, unnecessary expenses, and misleading information, I’ve completely lost trust in this service department. Farewell Ourisman Ford.
Steven
::UPDATE:: As nice as I was trying to be with 3-stars, they somehow screw things up more. I wrote my previous review before getting my car… which they seem to have a process problem of taking the plastic envelope with your ticket and keys, and getting it from one set of hands, to another. It never made it to the hands that calls me and gives me my car back. You have to sit here, and put pressure on them by just staring at them the whole time. It’s just a time suck. ::PREVIOUS:: I’m giving 3 stars overall. The service technicians here are great, friendly, professional, and clearly know what they’re doing. However, the customer service side really drags the experience down. They don’t answer their phones, and when I came in I saw them there and the phone ring off the hook. The reps, cashier, and anyone else you need to interact with are basically nonexistent or unhelpful. There’s an AI bot that’s somewhat useful, but not a real substitute for human service. I didn’t have an appointment, but the woman next to me did, and we both waited the same amount of time. The techs deserve 5 stars, but customer support is closer to 1.
Nick E
Definitely made my very first time new car purchasing a great and easy experience memorable for me. Came into the sales building with my head down to the ground thinking I wouldn’t even qualify for anything But walked out with a big smile at the end of the process my salesman Moab and GM Lee did everything they can to get me into a brand new 2024 Mach -E I can’t really tell you how much they blessed me. All I want to say is thank you guys for helping someone unfortunate trying to get back on there own 2 feet. Thanks for the blessing guys 🙏🏼 Meet Dark-Shadow 🥴🥴
Austin Jiang
Avoid this service center!!! The worst in my experience. I went in to have a simple oil change. They didn’t respect the reservation in the first place and the simple oil change took 4 hours! The second day I found that they put too much oil and I had to went back again and waited for another 4 hours. Within these four hours they opened my engine air filter and cabin air filter without any notice and ask me to change for 300 dollars. After a decline they didn’t even put everything back in place properly. Within a week, I had my check engine light on and a local mechanic told me it was the air filter that was misplaced. Four months later, when I am checking my cabin air filter, I see that they did not even put my cabin air filter back properly either. They even lost my screw and the filter was simply loose. The experience is terrible!!! I am not sure if they are just inexperienced or just don’t want to do it right. Anyways, I highly recommend against this place and will tell all my friends not to go.
C Sanch
Terrible customer service, rude staff, and online prices are wrong. Dropped off my truck for service and was charged double the online price. Representative Jasmine was hostile and hung up on me. They also scheduled me for an 8am service window and it’s 2pm and I still don’t have my car back for a simple oil change. Edit…. Now 5PM and no truck. This place is a joke. I wish I would have read the other reviews closer. Too many options. Go somewhere that doesn’t overcharge you and that treats the customer better. Ourisman lost my business as I won’t be back for service or to purchase a new car.