Customer Service, explanation of charges for service, parts and warranty policy. Employees lack compassion, and empathy. My daughter had an issue with her vehicle. That was under warranty. She took it to the dealership. They did a diagnostic. Contacted the warranty company, and received a price for service that the warranty would cover and would not cover. The out of pocket estimate was way over her budget. No one was willing to work with her, and she took her vehicle elsewhere. read more

I have taken my ford under warranty there multiple times. service has always left a bad taste. Rude, unprofessional attitudes. recently they called me to discuss business and when I politely called them on being misleading I was hung up on. called sales manager to inform him, was never called back. read more

Parts department and sales are very nice and pleasant to work with! However the service department is a different story. Mainly the guy named gene and the transmission tech they have in the shop. I brought my car there for a flex plate recall, software update and to have my driver cooling seats looked at. I had a video of the flex plate acting up as well! Told them it only does it when it rains. Said I was okay with paying the 275$ fee if it's not the flex plate acting up. So the transmission tech takes my car for a drive used a quarter tank of gas didn't fill it back up then tells me it's not acting up. Then proceeded to tell me that theirs a fee and he isn't working for free after I told the service advisor up and down I'm okay with it. They played me off didn't want to look at my car and did everything in their power to avoid my cars recall. they told me,"we don't have to service the recall". I even asked the service advisor gene if he wanted a video of my flex plate acting up and was rude af and said no. Gave me the weirdest attitude towards me as well as the transmission tech. The transmission tech played me off like I was dumb as well and I work on my own cars like suspension and inside the engine bay what ever it may be. I know my car inside and out. Service advisor gene is the same guy that literally yelled at me months before over the phone for an ecu reprogramming and a sync update telling me no and cursed at me. It's a service I'm asking to be done I don't get what the problem is even tho I'm paying for this service!!?? So while my car was their after I made an appointment 3 week prior said my appointment was on the 9th of October 2024 to say it was the 10th then they have my car for a few days on my appointment date did not even look at my heated and cooling seats I need help diagnosing as well as a software updates. Completely pushed it off and said sorry he's a transmission tech. Seriously? I told you these other problems with my car as well as the update and you cant have it done on my schedule day to take it in!!??? So I told him I want me car back after giving me the run around and they still didn't even look at my seat or update my software. I used to work at a dealership and it's just a usb stick they put in a computer then take a dongle and hook it up to your car. Anyone with a brain can do this! So after being promised up and down I was once again let down by the gene the service advisor with a bad attitude towards customers as well as the technician who was assigned to my car who also had a nasty attitude. The dude can't even smile looks like he hates his job. Never had so much rude service in my life! Taking my car to a reputable shop who actual does what they say. Gene should be fired for the way he acted towards me. (gene) said, " sorry we didn't work on your car have a great day". Oooooooo that dude has another thing coming. I apple tagged my car and keys I can literally see where my car is at and if you worked on it or not. I can see you moved it once into the shop and drove it all around town brought it back and let it sit their for a few days. Then wasted a quarter tank of premium grade gas. Wowwww what an inspection that was. Like I said this place is one big joke. Doug Campbell is one big joke of a person!! If you go to the google reviews he bans people from his store if you left a 1 star review because of the bad experience at his dealer ship! read more

My husband bought his truck here - great experience. We've returned for service. This time I called because I needed a new key fab and had warranty work on my Explorer. Jennifer was able to get me in the same day! I was quoted $211 (tax included, out the door) for the new key but the final bill ended up being close to $300. I was disappointed - make sure you ask them while on-site, before they start the work. There was an extra cost for programming the key ($60!) and another $20 for the physical key to get in the door. I was quoted a 2 hour wait and they were right on time! Friendly, personal service is greatly appreciated! read more

I test drove a 2019 dodge caravan from CF. It had an error code E0305: Cyl 5 misfire. They assured me they had fixed it by putting a new coil on cyl 5 and new spark plugs. I pick it up the next day, as soon as I drive it off the lot the engine light comes on. I take it to a trusted mechanic, same error message. Very deceptive business practice. I give them good money, they give me their junk. Its been a nightmare finding someone to fix this vehicle and finding a ride back and forth to work. I should have went to Elkhart like I had originally planned. I wont ever be doing business with CF, not will I recommend CF to anyone.Update: Mechanic says cyl 5 has no copression. Needs new motor... read more

I first have to say they have a wonderful waiting area full of coffee, tea, coco, cookies and more. Several of the people were polite and showed intetested. From there it goes down for me. The lady that was helping me did not communicate with me. Why should I have to go to the service area for them to tell me the status of the car when they told me they would let me know in 15 minutes. I waited over an hour and had to go back and ask for the status of my car that I had an appointment for which was for a recall. The lady said she would check with the mechanic and get back with me. I then had to go back and ask again the status of the car after she said she would ask and get back to me. I was told when I made this appointment that I would be in and out in 30 minutes. That they would have to order the parts and I would have to make another appointment to come back. Does anyone communicate with each other here? This place will only see me for recalls. I will not bring my car here for anything else. I talked to several people waiting and they said they waited over 1.5 hours for an oil change. Most people told me it was usually 30 minutes or less. The place was not busy. Another gentleman had his car worked on for his door lock. He told me this was his 5th visit for the same problem. Campbells should of given the gentleman a gift card for all his trouble. Let's hope after my car is fixed for the recall that I don't start having problems. Any time I've had to take my other cars in for recalls the other deslships have always damaged something on the car and not role me. I would suggest if you have to take your car in for general work or recalls that you take a picture of the area they will be working on. Any dealership I've ever gone to will not tell u when they damage something. read more

The customer service is appalling, to say the least. They sold me an extended warranty on my car back in 2014. I traded in my car a month ago and I was told that I would be reimbursed for the extended warranty that I did not use and I only had to call Campbell Ford and provide my mileage on the car and they would issue a check to me- this was told to me by both the new dealership I was working with and Ford, when I called their 800 number. I have personally called Bill Fletcher at Campbell Ford 7 times and left 4 or 5 voicemails. I am being purposely avoided. My new dealership has called several times and talked to the owner and we are still dealing with this matter a month later with no resolution. I will never ever buy another vehicle from them again, and I would not recommend doing business with them unless you want to be given the runaround. They will gladly and easily sell you a car, but good luck if you need customer service after the initial service. read more

A+ isn't high enough! I didn't purchase my truck here, but have been in several times for warranty work and now routine maintenance. Jeff and crew are phenomenal! The diesel tech has always walked up and talked to me. Every single person I've encountered has went above and beyond. I couldn't believe they took the extra time to hand wash my truck after an oil change, because my truck won't fit through most dealer washes. Truly a phenomenal experience every time! Great friendly, honest folks who do their best to take care of you and your vehicle. Thanks Campbell Ford! read more

Ordered a Mack E almost a year ago. It is now sitting in a rail yard (we have checked the vin numbers and it IS our car). This dealer has given us Absolutely NO HELP in getting it released. They screwed the order up from the very beginning delaying the placement of the order by three months, gave us NO updates and now NO assistamce in getting it from the rail yard to there dealership for delivery. VERY VERY dissatisfied with them. read more

So, 0 stars is not an option, I guess. STAY AWAY from the incompetent people that work there! I worked in Niles when my newish car had computer/radiator problems. They (Campbell Ford) first said that the problem was a loose radiator cap, which was clearly wrong based on the symptoms I described to them. So, they just reset the check engine light and basically called it good. They failed to call me to tell me they were done looking at it. They promised me a phone call at a specific time, called when I was at work and then told me I should be happy that I got any call back. Thanks, Jack (his actual name). I left 4 messages with Brian, the general manager, who NEVER called me. They refused to give me the owner's contact information. And not surprisingly now, within an hour of driving my car, I'm experiencing all the same problems and my car is undrivable. AVOID buying a car at CAMPBELL FORD and definitely don't take your car there for service. read more

When my daughter was ready to buy her first new car, where did we go? Campbell Ford. When she needed to replace that car, where did she go? Campbell Ford. When her Husband needed a truck for work, where did he go? Campbell Ford. I have bought my tires there, I have had my truck and cars serviced there. I have had my truck and cars repaired there. I have always thought Campbell Ford was a top notch organization. In April, while waxing my truck, I noticed the clear coat on my truck was coming off. I took it to Zach at the body shop. Zach and I worked together to come up with a fair cost on the repair based on previous work done on the truck. When I took the truck in, Marvin was in the body shop. Marvin greeted me with a smile and more than once commented on the immaculate condition of my truck. The next day Marvin called me and told me there was a crack in the taillight. Having just waxed the truck I was unaware of any cracks in the tail light and assumed whatever was there must be really small or I would have noticed when I waxed it. When I got the truck back I saw the tail light housing. It was not a "crack". The entire corner was broken off. To me it looked like it had been dropped. What I can say with 100% certainty is that the tail light was not broken two days before when I waxed the truck. I brought the truck back and showed it to Zach. He said they would fix it. A while later Zach called me and told me he had talked to Marvin and since they called me and told me the light had a crack in it they would not replace it. I tried to explain that the damage was not a crack, it was a broken tail light which I definitely would have known. Zach said that because Marvin called me they would not cover it. So I called Marvin. Marvin was very nice and polite until we started talking about the light. He told me that since he called me he was not going to cover the light. I told him that had he told me the corner of the light was broken off I would have handled it differently. His response was that he was not going to argue about semantics and how he worded the damage to me. Because I did not come down and look at it, he was not going to "buy me a tail light". I might add that by this time his entire tone and attitude was argumentative and confrontational. Ultimately this comes down to what I say versus what the body shop says. I say it was not broken when it came to the shop, they say it was. So in the end Marvin chose to stand his ground and not replace the tail light. That was Marvin's choice. So the next time my family needs a car, we are going to make a choice. We are going to drive past Campbell Ford to one of the other Ford dealers in the area (yes we are Ford people). The next time my truck or car needs serviced, I am going to make a choice. I am going to drive past Campbell Ford. The next time my car needs repaired, I will make a choice. I will drive past Campbell Ford. The next time anyone asks me where a good service center is, I will make a choice. I will be sure to share my experience with Campbell Ford and suggest they drive past Campbell Ford. So the last thing Campbell Ford will ever see of me is Marvin's "cracked" tail light. "Profit in business comes from repeat customers; customers that boast about your product and service, and that bring friends with them." ~ W. Edwards Deming "There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else." - Sam Walton read more

Incompetence at some level for real. Signed for a factory order and paid $1000. Then over a week later they call to say 'oops they aren't doing factory orders now'. So much time wasted and cars I could have bought were gone in the meantime. Extremely frustrating and they were slow to act at every stage except taking my money. Do not go. read more

Great place to buy you next car! Check out their service and collision department it's amazing. Great local folks to deal with.

Worst Car buying experience ever. Their sales techniques are old school car sales. Try to make you feel like their making no money and your ripping them off. Back and forth pricing games. 1 hour promise was 3 1/2 hours and then every excuse came out for not living up to the promise. I would not ever recommend this dealership. The management team is the issue. They use old bully tactics with their salespeople and come back to you and play games. Don't believe a word they say! Love the vehicle but wish I could have found it somewhere else. read more

My fiancé and I were in the middle of a short road trip/vacation and got a large screw stuck in the tire. The guys at the service center took car of us and were very professional. They got us in and out quickly and we were able to use one of their computers to get some info on the next stop on our trip. It was the way that I wish I were treated in every dealership/service center. read more

BUYER BEWARE!!! We purchased a certified used Ford F-150 Lariat from this dealership on Dec 31, 2019. The truck has been nothing but problems from the onset with relentless squealing brakes, malfunctioning running boards and a leaking water pump (this has been replaced now twice in the 2 years since we purchased). As the truck broke down on the side of the road again this past week, we had it towed to the local dealer whom we asked to appraise the vehicle while it was there. To our shock, we were told the vehicle was in multiple accidents prior to our purchasing it, one of which was severe. None of this was disclosed to us at the time of purchase. We contacted Campbell and they basically said it was he said/she said. I was appalled! I would never have purchased a "certified" used vehicle with a severe prior accident! Nonetheless, we explained to Campbell that we were uncomfortable with this information and would like to get out of this vehicle all together. We got a trade in value from the dealership that we had it towed to and Campbell said they'd match that price, but never offered us any vehicle alternatives to trade into. We asked if they'd honor that price as a cash out with all things considered. They said I had to get a cash price offer from the other dealership as opposed to a trade in offer. I contacted the other dealership, explained the situation and they sent me an email saying what they would be willing to buy the vehicle for. I passed this to Jack Bell, the used car manager, and he said since I'd found a good offer elsewhere, I should just take it to them. Again, not honoring what we'd discussed just days ago. We would have liked to have the dealer that sold us the lemon simply buy the car back and we could've washed our hands of the whole experience, but here I am now writing this scathing review. I should also note, that both Jack Bell and Bill Lares, the GM were very nasty to me on the last phone call i had with them saying they were basically done hearing what I had to say and that I had over-talked my welcome...to which I hung up. If you are looking at a vehicle from this dealer, I highly recommend rethinking that purchase. read more

Bought a Ford here on the employee preferred X-plan at a specific price. When car was delivered, the finance guy tried sneaking in a $4,000 higher X-plan price than what was listed. Fortunately I found the "error" before closing out. Their trade in value was also about 40% of what Carmax offered. Needless to say, I didn't trade my old vehicle in to them. They also have a cow bell they ring every time a car is sold which the salesman rings after you leave the door. Big celebration for the big bucks they just took from you. read more

They were nice until they called me and told me my car needed over $2000 in repairs when all I did was bring it in for a routine oil change. I thought it was a little odd because no lights were on in my dash and the car was running great. Took it to another ford dealer and they said nothing that nothing was wrong with the car. Crazy how this dealership thought they were going to get over on me. I imagine being a female they thought I wouldn't be smart enough to get a second opinion!! Lost my business for life. It's funny Doug would write here what exactly is wrong with my car when the service department still has not given me the list of what they supposedly found. Thankfully I did get the opinion of 2 other shops and they said the same thing, nothing was wrong and routine maintenance was completed. My car drives great for having 100,000 miles. So thanks anyway Doug read more

We have had our new 2017 Ford Edge for just over a week and couldn't be happier! It has everything we wanted. The purchase was smooth and a win win. The salesman we worked with was Carl Gilbert and he did a super job for us!! We will be back when it's time for our next car! read more

I made an appointment in advance to have two recalls performed. When the car was done they said they were not able to finish a recall due to not having a part. They told me they did all but the one part. I wish I had been made aware that they didn't have all the necessary parts and I would have rescheduled so as not to be without a car for multiple days. When my car was with them I had them do an oil change. They informed me that my car had an oil leak, even showed me a picture, and wanted $135 for diagnostics. I find that hard to believe because there were no oil spots on my garage floor before I brought it to them. I picked my car up drove it less than 50 miles and a hose came off causing it to smoke and overheat. Curious because one of the recalls was for the cooling system. We had the car towed back to them and they informed us that they never did any of the recall so they never touched the coolant system (not what they said the first time). They quoted us $700 to repair the broken hose. We had them finish the recall and had it towed somewhere else for the hose repair which needless to say was much cheaper. I would not recommend the repair department. Dishonest is the nicest word I can think of. read more

I bought a 2011 Ford Fusion Hybrid from Campbell. They had their price listed on the website and it was a fair price with no need to haggle. They didn't have the color combination I wanted in stock, but were able to get me what I wanted within two days. Very professional and very helpful. I had some dealer installed options added to the vehicle about a week later and the service department was very prompt and had me in and out of there with my installed options. I would definitely take my business back to Campbell Ford. read more

Where do I start with this place. I purchased two used cars from Campbell who according to the manager and salesperson, said these cars were fully inspected and meet their 5 star requirements for selling on the showroom floor. This was definitely NOT the case. The first car I purchased turned out to have a bad skip in the tranny, bad wiring for the starter and had been in an accident...which was NEVER mentioned at the time of sale. The second car I purchased just two days later before I knew about all the problems with the first car, had a bent frame from an accident, torn seats that they just patched together so no one would notice, no working headlights (i purchased during the day so I did not even think of checking) and the car almost caught on fire due to once again bad wiring. Now, you would think if their mechanics were good, they would have caught some of those things...but of course they did not. When the starter wire went bad on my first car, all they did was clean it, repair it and put it back on....and charged me $150 to do so. If they wanted to keep me happy...all they had to do was say...this was on the house but they are NOT interested in keeping me or anyone else happy. At Campbell Ford NIles, it is all about making the sale...even if you have to lie through your teeth. I would NEVER recommend purchasing a vehicle from this place unless it is brand new...and even then I would go elsewhere because of the snakes that they are. I am now in the market for a third vehicle and I have learned my lesson and will NOT be going back to Campbell Ford Lincoln-Mercury of Niles....EVER!!!!!!! read more

Took my car in for overheating. They replaced the water pump and two weeks later it did the same thing again. I took it back and they were going to charge me this time for a head gasket. The service manager was extremely rude, and although I took it someplace else to get the head gasket replaced Campbells charged me again for another diagnosis for the same problem. They should have caught the head gasket problem the first time. read more

I had work done in the body shop & service shop , both times ended in disaster! There sale guys are a huge joke! Go any where but Campbell's

My family has done busiess with this location for 60 years, dating back when it was Haydens. The new owner ship has zero customer service. Because I felt lied to about getting a rebate, totally 3000, which I got from another dealership, they wrote me a letter and told me to never come back. The owner, Doug Campbell, never called and asked what the problem was, just said get out and never come back. Just felt after having spend over $120000 at place, he could have at least reached out to me. I wouldn't go there again. Theres high turnover in the maintence department, which means they don't know what there doing and you'll be going back often to have the same repairs done over. And you better not complain or write a bad review because you'll be asked to leave read more

I called on March 27th to schedule a recall repair for my car. When I called I was told that they would need to order the parts for that recall and the soonest they would be able to get the parts was the following week. I told them not a problem (even though the notice said parts were available at the dealership) as I was calling to schedule for two weeks out on April 12th. I then called again on April 11th to a) confirm my appointment and repairs for the next day b) to make sure they had the parts and c) to try to get a sense of how long the repairs would take as I thought if it would take a long time I would get a ride and pick up my car later. Was told it should only take about an hour and a half total (yay!... .though it turns out that was not to be the case) and that all was good to go. I had taken the day off just to get this recall repair done as I knew it was an important issue. I arrived on time for my appointment, checked in... once again confirmed the recall repair by showing the tech who was working with me the recall letter with the recall information on it... was told they would get going on it and took a seat in the lounge. After an hour and half the tech I was working with came in to inform me that they were "finishing up the oil change and they completed the inspection for the recall and were good to go to schedule the car back in for that service." Ummm.... no. What inspection? I was there FOR the service... not a "pre-inspection" in preparation for the recall repair. Oh, well with this particular recall they've seen blown engines that need to be replaced. Luckily mine wasn't blown. Ok... nice... so why aren't you doing the recall repair as I originally scheduled two weeks ago then? No real answer to that question other than they needed to "inspect" it first. I was not told that this service visit was just an inspection... I was told that the parts were ordered and the recall repair would occur. I drove a half an hour to get to Campbell Ford and could have had an oil change done anywhere much closer to home. I didn't need to drive down there just for that... but had figured while they had it while not get it done. I had called to confirm. Their fix for the mix up... first was to tell me that the guy I had spoken with the day before to confirm was new so he couldn't possibly have given me accurate information for my confirmation call on the 11th. I couldn't recall who I spoke with on the 27th (though I have confirmation of the call to them in my call log).... and quite frankly I didn't think it mattered. I had given them the recall notice information repeatedly... I had called to confirm the day before... I even confirmed as I checked in the reason i was there (the recall notice). Rather than really try to make the situation right by calling another dealership to get the parts and get on the recall repair (as I had originally planned on and thought they had, too)... especially since the "inspection" showed that I did not, yet, have a blown engine... instead their solution was to offer me a free oil change and to tell me they would "order the parts and schedule me back for the repair when the parts arrived." Deja vu. No thank you... I didn't want a free oil change. I wanted the recall repair done as I was getting ready to drive on a long trip in a couple of weeks..... plus I had taken the day off already on the 12th just for this repair.... I didn't really have additional time elsewhere to reschedule the repair (which, it turns out, will actually take about 4 1/2 hours). I will not be bringing my vehicle (purchased a year ago in a very nice sales transaction with Scott Mabry) back to Campbell Ford for service. They seriously need to stop playing the blame game (i.e., who did you speak with? oh, that person's only been here three days)... and work on how to truly fix appalling customer service gaffes like this in a better manner. read more

I took my Ford in for a recall repair. Upon picking it up they told me they broke my starter and replaced it. Before I reached my home the check engine light came on. Come to find out they also broke my oxygen sensor. Then noticed a flopping part near my windshield where they broke some clips. I was told they would order some clips which actually meant they would use hot glue to hold it down. Then I get home again and notice hot glue on my hood. Took it back to get hot glue removed and they removed paint too and did a shoddy job at touch up - they offered to paint the whole hood, but I couldn't trust them with such a large job. Now, a VERY trusted mechanic is doing work, and says there are freshly removed bolts and scratches where the very large bolts should be. I called Campbell Ford about the missing bolts and they have neglected to return my call. Campbell Ford were the last people to touch my vehicle. They are ham-fisted mechanics that are incompetent at their jobs. NEVER, NEVER GO TO CAMPBELL FORD! read more

After reading the review from Mariah S. who was quoted a $2,000 repair job to her car from the service department of this dealership, I felt compelled to make my own comment. I purchased a Lincoln MKX from this dealership 5 years ago and it was one of the worst purchases I ever made. . and not because of the car (which in fact I love) but because of the intimidation and sarcasm aimed at me during the process. Why I didn't just up and leave I don't know. Then I used their service department for a few minor problems and once again felt a real lack of respect for being female with any intelligence. I have never been back to Campbell Ford since and in fact go the extra miles to another Ford/Lincoln dealership for any type of service needed. So Ladies, beware!!! In all fairness, I can believe that most of the personnel I dealt with at that time are no longer there, but the bad taste in mouth from my experience hasn't gone away and after reading her review it seems nothing has changed with their service department. I'm in the market now for another new Lincoln and I won't be going there. read more