This is the worst service department I have ever been to. I would rather take my trucks to a drunk shade tree mechanic than this place. My wife has a service contract with Ford and every time we bring here vehicle here they forget to do something and shockingly have completely lost her truck twice. I recently dropped my brand new Ford F-350 off for a repair that I was told would take a few hours and one week later absolutely nothing has been done to it. No one ever calls to give me updates and every time I call I get put on hold indefinitely. This place needs some serious management help. read more

Great service. Didn't have to go and look for service shop and the workers. Everything was clear and understandable. Nice guy came to my vehicle, asked what needs to be done, took my keys, done deal. I also needed a ride to work, Gene Messer got me there, they got me an Uber and paid for it. Isn't it awesome? Also, the total was $20 less then I was expected. Definitely recommend. 5 out of 5. read more

This was the worst experience I have ever had do not recommend taking vehicles there for service. They honestly have no communication with each other and customer service was worse than the store. Go to Pollard the where much better. Should be no Star but they make me pick 1 read more

The people in the service department are outstanding and treated me very well. They took care of several recalls that I was not even aware of. Very impressed. read more

I wish there were "negative" stars I could give! In all my adult life, never have I had a worse car buying experience! Very unprofessional staff. Very unorganized. The entire process was entirely frustrating and unacceptable. They ran over a dozen HARD inquiries on BOTH my husband's as well as my credit just trying to force financing on a vehicle even the finance companies didnt want to finance. We were made to pay over $1,000 down payment and NOT allowed to take the vehicle! In fact we didnt get the vehicle for over a week. And THEN they wanted more $ for down payment! THEN we were forced to come BACK to the dealership 3 or 4 more times to "re sign" the purchase agreement contracts! DO NOT GO TO GENE MESSER FORD TO BUY YOUR NEXT VEHICLE!!!! THEY ARE CROOKS WHO DO NOT KNOW HOW TO TREAT CUSTOMERS MAKING A MAJOR FINANCIAL DECISION AND INVESTMENT!!!!! read more

Do NOT go here if you value your car. I took my cobra here for after someone backed into me so they could replace my front bumper. They replaced the front bumper and on my drive home my side scoop FLIES OFF WHILE DRIVING. Little did I know there were multiple dents under the side scoop showing someone backed into my car at the dealership and nobody gave a shit. I call the dealership and they try to shrug off any ounce of liability until I finally hold them liable for atleast the side scoop replacement and repainting, yet they never even followed up with me in it now a month later. Now I'm at another shop paying $1,100 out of my own pocket to fix their screwup they were too incompetent to take responsibility for. NEVER go here there is way too many cars piled up everywhere and not enough space to safely move cars around. read more

We were looking for a newer used car. Parked our white 2011 F-350 dually in the used car lot and started walking the lot. We were there 10 minutes looking intently at several cars. No one ever came out to help us. We drove away and went to Pollard Ford. We were promptly helped and bought a 2016 Sonata Limited within an hour of walking onto the lot. read more

Although Gene Messer Ford was unable to help me with my current need, their courteous and professional attitude was greatly appreciated, especially after dealing with "the other" ford place in Lubbock. I have used GMF as well as Toyota before and have always had a great feeling and was treated with respect and kindness. This should be your only choice for Ford's in Lubbock. read more

I was looking to buy a new car, found one i liked at Kia dealer so i was waiting on a check to clear it would take 3 days so ask manager what i need to do to secure the car, he said put a deposit and we will hold it for you so i give a deposit than go back in 3 days and they tell me the sold it after he told me i had up to 10 days, this is a very unprofessional place of business and i will not go back read more

I had a great experience with Gene Messer Ford. Lane Myers was absolutely awesome. I felt like family and was treated so wonderfully. I'm so glad my daughter sent me to see him. I'm driving my beautiful new Nissan Altima and loving it!! Y'all go see Lane Myers!! read more

Bought 4 cars from y'all in 2 years!!! Won't be back!!! Set up an appointment at a dealership this morning because this is where I purchased my car. I tell you, once you sign those papers at this place, they don't care about you. 1.5 hours later the guy comes to me and says the tire has to be replaced and oh, we don't have it in stalk. Why did it take an hour and a half to let me know this. The lady who made my apt said it wouldn't take long for something like this. I had an appointment!!! I have camps to take my kid to and plans. I said can you take a pic of where the nail is so I can show my husband. We ask the guy to repair the flat and he refuses. Said they can be held liable. I said we don't agree that it needs to be replaced and to please repair the flat. He refuses! Said they will document that I declined the new tire. I said, "get the tire back on and give me my keys." He said ok! I said to him whats more dangerous, fixing the flat or letting me drive off with a nail in my tire? I said document that I want-my tire fixed and was given the option and told I need a new tire! He refuses! From the finance department to the service department, you can count on being screwed!! 2 hours later at another dealership, because my tires take nitrogen. They said we can repair this for you!!!THANK YOU!!! read more

Very disappointed. My truck was in service for nine days, before they looked at it. I had to go to the dealership to get an update on the status of the truck as they would not return my phone calls. My truck has the Ford death wobble, (http://www.trucktrend.com/how-to/chassis-suspension/1305dp-curring-death-wobble-tightening-up-your-steering/) which was not fixed and is currently back at the dealership for another attempt at fixing the problem. This is actually the third time now that my truck has been in the shop over the last few months. It is difficult to watch advertising about how Gene Messer does business the right way and how tough Ford trucks are, while I am having to find a ride. Hopefully this time they will be able to put Humpty Dumpty back together again. read more

Family member's 2014 Ford Explorer is going to need a water pump. Might as well do the timing chain service on it to save on labor. Was going to call around for her as she knows nothing about vehicles and since I have owned 124 in my time, she asked me to get a price. I called this Ford dealer and it took 15 min. to actually get to a service advisor. I asked the service advisor what the 2014 Explorer water pump / timing chain service would be and he said I would need to come in! For what? You guys work on Fords and it is old enough I guarantee they have already done many. He said they don't quote over the phone, so I asked for a manager and the lady that answered tried to say the same thing. Barbara said that the Explorer has an internal and external water pump, I gave her the vin and she put me on hold less that 30 sec and said she asked 2 techs (in that 30 sec) and both said they would need to look at it and see if it is an external or internal pump! OK, then why not tell me it will be price a for internal or price b for external. What they want you to do is come bring in the vehicle to quote and charge you the 120.00 diagnostic fee! A rip off. Never in my time, and I deal with quite a few dealers, have I had one that can't give an estimate of a common service over the phone. I will let the rest of the family know not to take to Gene Messer. read more

Thank you guys you saved me 2500.00 not accepting my deal today!! U took hours responding to me not good at all that's why I am getting the same car for 2500 less read more

I needed to have my tires rotated and my oil changed. The service writer, John, did a great job! He kept me informed on the time and checked for any discounts I was eligible for. read more

It purchased a vehicle on November 16, 2021. Over 160 days later, we are still waiting on our plates. Essentially, we have a vehicle in legal limbo that we are afraid to drive. I will be reporting them to the Texas Department of Motor Vehicles Enforcement Division. read more

In short, they screwed up engine oil change twice! And it probably caused DAMAGE to my car! The story is, I got my oil changed here on Aug 18, 2018. I didn't notice that, actually, since then the engine oil kept LEAKING. Until Sep 7, 2018 I got a low engine oil pressure warning when I was on the Loop 289. I pulled aside as soon as possible and called my friend to get me 4qt of engine oil, otherwise, I guess I have to call a towing company. After I finally got back home that day, I saw oil stains on where I usually parked (I wished I noticed this way earlier). The second day, I brought my car here to let them checked the problem. They said that, they got me a defective oil filter last time and they replace it, so everything should be fine. (I was highly suspicious that they didn't tight the filter probably before as mentioned in some earlier reviews from others) However, when I drove back home, the car is STILL LEAKING the oil! WOW! I had good experience with them before. But, this time, I have to say I am VERY DISAPPOINTED! read more

The service department has definitely earned my business. Logan and John with professionalism had my vehicle diagnosed, part ordered and repaired in one day. There local competitor had my vehicle over a week , not only was it not repaired I was told they would not accommodate my issue. I will return to Gene Messer Ford‼ read more

I will never come here again. If I could leave zero stars, I would. I took my vehicle here after getting into an accident on my front driver side. I dropped it off the end of July 2021. Didn't get it back until the end of October the same year. Fast forward a few months later to January 2022, I now had an oil leak on the side that got hit. I made the mistake thinking that they would take care of it and no crazy additional cost. They found more issues. After the insurance deductible and the second time taking my car in, I spent an extra $2000+. When we got the car back, the battery died shortly after. My husband found an ACDelco. They took my battery out and replaced it with this. I was furious. I asked my husband to handle it. They gave us a new battery. I wasn't going to leave a review until we recently took it in to my hometown (8 hours from Lubbock) to get the heater worked on during Christmas break because I am not going back to Gene Messer at all cost. The mechanic that I've know for 8+ years called me asking who messed with my car. He told me the wires and everything was all over the place. It seems like I've had nonstop issues ever since taking it in to this Ford dealership in Lubbock. read more

Great service! On the road traveling from Calli to Florida. Noticed my vehicle mileage was going over so I called ahead and scheduled the appt same day! I was in and out n abt an hour! Thanks Gene Messer Ford!! read more

They seemed to be really admitted on getting me to trade in my car and get me into a used vehicle. But they were WAY to pushy. Very uncomfortable. Not transparent. Literally waited till the very last minute to answer any questions regarding the interest which was 17%. I'd be stupid to take that deal. The finance guy was flat out RUDE. He kept acting like "well ma'am this is your only option to help your credit. I may not have the best credit but i know a sales push when I see one. Just nothing good sticks out to me at all about this dealership. I would not recommend maybe unless you have a 800 credit score. read more

My 2017 Ford F-150 Lariat with 44,000 miles broke down while driving through Lubbock. I had it towed to Gene Messer dealership on Saturday Oct 24, 2020. After paying for a hotel room 2 nights to until Monday at which point they told me they were too busy and that it would be at least 2-3 days before they could even diagnose the problem. And they don't have loaner cars so I was forced to rented a car to get back to my home in Austin, TX. Today is Friday November 13, 2020, 21 days without my vehicle and all they can tell me is, "we still have too many vehicles ahead of you so we can't tell you what is wrong with your vehicle or when it will be fixed." When I asked how many vehicles are ahead of me on the waiting list to be fixed. All I'm told is, we'll have a technician call you in a few days. Monday will be 24 days that my vehicle will have been at their service department and they seem indifferent that I'm stuck in Austin without a vehicle and constantly having to book and cancel one-way flights back to Lubbock every time they tell they still haven't started working on it. Flights are about to get super expensive too due to Thanksgiving holiday. read more

Go somewhere else. Horrible service and they couldn't care less about their CUSTOMERS. My grandmother bought a Ford Expedition, brand new from gene messer ford a couple years back. She purchased the bundle service package, along with the car. The last oil change she had, they told her the oil pan needed to be replaced because it had been screwed in wrong and was bent. They wanted to charge her $100. She has had Every Single Service done at gene messer. They did that; they did not make it right. Everything should be in their records, assuming they even keep records; it would not surprise me if they do not. She also had an issue with the gear shifter getting stuck, she took it in several times (4) before they finally fixed it; free of charge, on warranty. Each and every time, she made an appointment but was told after waiting 3-4 hours, the first go around, that appointments, in fact, mean absolutely nothing. They did not give her a loaner so she got to sit there for hours on end, time and time again. They're lucky I'm not calling them and giving them a piece of my mind; I will not, at the request of my grandmother. They only care about the bottom line, not doing what is right. How they jerk around the sweetest elderly lady you'd ever meet is beyond me and quite frankly, it's infuriating. Take your business elsewhere. read more

My daughter attends school in Lubbock and needed some repairs done to her car. The dealership had her car for a month before having it ready for my daughter to pick up. When driving it home she observed a noise that wasn't there before. I told her to call and tell them as she was planning to make a 5 hr trip home that day and we wanted to make sure the car was safe to drive that far. She was told they couldn't look at until the next week. My husband immediately called them and asked them to look at as she had just gotten it back. After speaking to the service advisor and service manager they finally agreed to look at it. They told my husband they looked it over and didn't find anything wrong with it. She left the dealership to make the trip home and still heard the noise. When she got home my husband put the car on a lift and found several bolts loose under the car. He called the dealership and spoke to the service manager on duty who told him he would get with everyone involved on Monday morning and call him back and it is now Monday evening and no call back. We also left a voice mail for the General Manager as well as an email and we have not herd anything from him either. The quality of work was very poor and the fact that they would send a young lady out on the road in car that was not safe and then not return calls is very disrespectful! read more

I made a scheduled appointment to bring my Ford in because it received an Error code. I showed up 15 minutes before my scheduled appointment. I was told that I needed to leave my car with them at the dealership for the next 7-10 days before they would be able to look at the problem. I asked them if they could call me when then wanted me to bring the car because I can't be without it for 10 days and that didn't include the repair time. I will never use Gene Messer Ford for my service again. That was absurd. read more

I called to see about servicing my vehicle. Worst customer service I have wver encountered. I will not be taking my Lincoln here for service. read more

Absolutely disorganized, terrible at timing and slower than a turtle going through peanut butter.

Their service department will lie directly to the customer just to get more money from you. I regret ever using gene messer for working on my vehicle. Do yourself a huge favor and go somewhere else. read more

Very professional and courteous especially in this time of epidemic.

Last week I made an appointment to bring my SUV in for a service check. I was called the night before, around 7:15pm, that they were currently 2-3 days behind in work and that my car would not be seen immediately and weren't for sure how soon it would be checked/fixed. Due to the late notice and not having transportation, I had to cancel my appointment. Fast forward to this week, when I had planned transportation for multiple days and a new appointment set, I bring my car in to drop off. I was told the night before and at drop off that it would take 3 days before my car was looked at. Called dealership to try and get an update about status of my car and was not able to get in contact with anyone until around 3pm. The updated status (3 days later) of my car was that it would not be seen until the following Wednesday (dropped car off on a Tuesday called on Friday) and that when it was dropped off it was 20th in line and currently was 15th in line 3 days later. Asked why I was told it would take 3 days and their answer was that the day I brought my vehicle in it was a 3 day wait but that more vehicles had been brought in since then and now it was an 8 day wait. I remind you, the wait was just for the car to be looked at not worked on or fixed. I voiced that I was confused how my 3 day wait turned into an 8 day wait that was not guaranteed. The last words said to be me was "it's an 8 day wait now". Unfortunately, I could not afford to be out of transportation for 8+ days, not really knowing the return date of my car. Never was there an apology or an explanation given. Upon picking my car up, I was just handed my keys. No one spoke to me or even tried to resolve the issue. I have never felt so unappreciated as a customer. To me, customer service is not this businesses priority. Will not be bringing my business here anymore. read more

The Retrieval of My Vehicle (Part 2 of My review) I appreciate such a kind gesture, but no thank you. I retrieved my vehicle on EXACTLY the three week mark(August 20th), and a half hour and $3,000+ dollars later, I was gladly on my way out of that place. My TPMS light came on later on that day (which is something I had advised they look at), but of course nothing came up when the technician "test drove it". What a pitiful excuse for customer service and Ford dealership. I hope you know that if there is any way possible for me to deviate business from your establishment, I will gladly go the extra mile(since nobody there could) and do it. I also plan on escalating this as much as possible, people word hard for their money, and whatever it is that you are conducting at that dealership should be considered THEFT. read more

We dealt with Mr. Jim Winn during our purchase of a 2016 Ford Expedition and we could not be more happy and satisfied with the way he guided us through the transaction . He is just a down to earth honest guy. Everyone we met at the dealership were so friendly and helpful and we are delighted with our Expedition. read more

Great customer service and reliable service dept. Don't ind driving the 2 hours to get there as I have always been pleased with this dealership! read more

I took my Ford in for service last week, was told that it would be 4 days before they could even look at it, so made an appointment to come back. Day of appointment they quickly diagnosed the issue and said my car would be ready that evening, that night I received a call that the car wasn't done, the 1 transmission guy was gone all afternoon, day 2, promised yet again car would be done, I don't hear anything all day, try to call and everything transfers to voicemail, of which all are full and can't leave a message, finally get a call, guess what, car isn't done again. Finally Saturday, promised car would be done first thing in the morning again about noon I call, can't get ahold of anyone, I finally about 2pm I drive down and told my car had just been finished, takes about 30 min to process the paperwork. Tried to charge me full price, asked if they could do anything and he knocked $15 bucks off a $450 service. Glad they took something off, but more of an insult considering that only brought the price down to what I was told it would cost. I talked to a manager after all this mess and was promised what I would hear from the service director, GM and himself on Monday. Guess who called??? Not a single person. It is clear that they do not value customers as I was not the only one who was experiencing this poor customer service as several other customers were expressing frustrations like mine in the waiting area. read more

Crooks. I bought a brand new vehicle from them 3 months ago. Referred my parents to the salesman and was told I would get $100 for the referral if they bought the car. It's only a hundred dollars, but it's principle. They have given me every excuse in the book and it's been 2 months....still no hundred dollars. I called and spoke to sales manager Jeremy? ( not sure about the name). He told me it was end of the month and he was busy and would look into it. I won't "bother" him next time I spend 50k on a new vehicle. That's "Service After The Sale" right there read more

Extremely slow. Employees spent more time getting free drinks than attending to customers. My son could have gone to DFW and back to buy a new vehicle in the time it took to purchase a $65000 dollar vehicle here. read more

Always received excellent customer service and the upmost care from Gene Messer Ford! Best salesman I have known just started working there, Timothy Thompson. read more

Jimmy stayed after hours to help get me the deal I wanted! Issac in finance made my purchase easy and got me a great rate, as well. It was almost 9:00PM when I drove off in the F-150 Lariat I purchased. Great people, great service, great truck, great place to buy your next new Ford, at Gene Messer Ford!! read more

Good and knowledgeable service. My only complaint is that I never received a phone call stating the problem and then was not called when my car was ready (had to call both times). Scratch that - I received a phone call two days AFTER I picked up my car. :o) 11/4/16 - UPDATE - Tried to call the number left by Adam Scott, General Manager, but phone number was apparently not correct. Got Kia of South Austin instead. :o( read more

Insurance fraud, thievery, pathetic service department, lack of vehicle knowledge, and utter laziness are what you will find at this location. Keep away! This place needs to get shut down immediately. Took a job they could not handle. Racked up an absurd bill for the insurance company. (Building a case with the insurance company to have this dealership placed on a black list) Kept the car for 2.5 months. Broken glass was still in the car. New scratches from the dealership were found in the car. Lost components of the vehicle and replaced with subpar equipment. Never provided a loaner car. Neglected to provide updates on vehicle status while in shop. Never called when my car was ready to be picked up. Rude customer service. Lost my car and took 15minutes to relocate. Was unprepared to receive me. The list goes on and on. read more