EMAIL to Grapevine Ford: To: Sean George sgeorge@grapevineford.com DLewis@grapevineford.com DLewis@grapevineford.com Sent: Saturday, December 29, 2012, 2:19:29 PM CST Subject: Trouble with this car I purchased: Re: Your next vehicle is here at Grapevine Ford Lincoln Hello Sean, I purchased this car on Thursday, December 2012. My wife had an issue with the car today Saturday December 29, 2012 around 12:45 PM. She was making a left hand turn on Southlake Blvd and her new Ford Focus stalled then she heard a loud popping sound. Luckily, she did not get ran over. She then limped the car back home. As per our conversation around 2 PM today I would like this car replaced with another one of the same style since this car is only 2 days old. You stated the you will do whatever it takes when I requested the car to be replaced. I am glad to hear you agree with replacing the vehicle, I called and texted Daren Lewis around 1:18 pm and he returned my call promptly. Unfortunately, I interrupted him during a funeral. Once again, I will call you on Monday, December 31st, 2012. Thanks in advance, Rxxxx Gxxxx EMAIL to Ford Corporate: To: jhackett@ford.com Cc: wford@ford.com, eliaison@ford.com, Hello Jimmy, My wife has had problems with this car since the day after it was purchased in 2013. The car has been at Grapevine Ford many times in the past to repair this transmission unsuccessfully. Grapevine Ford's main reply was that my wife needs to accelerate faster to prevent the transmission from bucking and stalling the car. Wrong answer!!! It was explained to Grapevine in detail as to the seriousness of the danger when the car stalls. This fell on deaf ears. My wife has been nearly hit by other cars on numerous occasions when the car shutters and stops without any warning. This has been happening since the car was purchased. I have emails stating this fact the day after the car was purchased. The problem with the transmission is a big safety issue when the car stalls and shutters with oncoming traffic, especially when turning left. I contacted Grapevine Ford a few weeks ago and they did no return my call. This is unacceptable. Today, I contacted your customer service in the Philippines. I then requested to speak to someone in America with no success. This is also unacceptable. I then called your corporate phone number and was transferred to a voice mail stating that Ford would contact the next business. Unacceptable again. Please remember you did not give me the car and allow me to pay the following day! With all the above being said I want this made right ASAP. I am tired of this car bucking, jumping, and stalling in dangerous situations. Also, tired of making excuses for Ford as to why this car's transmission make so much noise. Looking forward to hearing from you soon, Richard Griffith read more

Worst customer service I've ever experienced. Took my 2013 Ford Fusion in 2yrs ago to get repaired for one of "9" recalls which had to be towed because the doors wouldn't close due to defective locks. Have been in for numerous recalls & each time they say its fixed .... & had to go back 6 times over the span of a yr to finally fix just one of the recalls/ problem. Darren, the service advisor BS's each time & says it's fixed when you know damm well it's not.....& the service manager Clarence is even worse - Has a Hillbilly bad attitude from the start. Took car in around a month ago because the needle went to red/overheating & brought it in to have fixed & concern for the the overheating defective sensor "recall" . They did "their test" & said everything was "OK" - ABSOLUTE BS - & their so called solution was to top off the fluid. Told Darren that was BS & told him your not fixing the root cause & said I know it's going to do the exact same thing - sure enough, just over a month, exact same thing happens!!! Have it towed back. Service manager Clarence (with bad attitude) says it would cost me $600 to fix..... & that apparently my car was just fine when I brought it in last month - that I had just brought it in for the recall & it tested OK...... & apparently Darren lied & said I just brought it in for the recall, & not because the car was overheating - Absolute Bullshitttt liar !! So now their going to charge me $600 & still have concern that root cause is not fixed. Clarence & Darren - You BULLSHIT LIARS !!!!! read more

I purchased my car last week and had a great experience with the salesman--he was fantastic and very helpful. However, my experience with the service center has been disappointing. The check engine light came on just a few days after purchasing the vehicle. I brought the car in to be checked, but the light had turned off by the time I arrived. The team said they would still look into it, but I never received a follow-up call. When I reached out for an update, I was told I needed to contact my salesperson instead, which was confusing. I expected the service department to handle any issues related to vehicle diagnostics. When I went to pick up the car, the receptionist was unsure where the car or the keys were, adding to the frustration. To be clear, this review is specifically for the service department. Moving forward, communication about repairs or diagnostics should come directly from the service team--not the sales staff. Salespeople are busy helping new customers, and it shouldn't fall on them to handle service-related concerns. read more

I had a really disappointing experience at Grapevine Ford Service. I went in for an oil change, tire rotation, and battery check. When I dropped off my car, they quoted me $169. But when I went to pick it up, they charged me $250. When I asked why the price had increased, they told me it was because my car is a hybrid, but this was never mentioned upfront. To make matters worse, just a few days after the service, my car completely died in a parking lot. I had to call AAA, and when they arrived, they found that my battery wasn't properly connected! The positive connector was bent and had a loose connection, which caused the whole electrical system to fail. This level of carelessness is unacceptable, especially from a dealership. Overcharging and not properly reconnecting the battery are both serious issues. I expected a professional service, but instead, I got a frustrating experience that put me in a dangerous situation. I would not recommend this service to anyone. read more

This place is foul. Dru Kaba DISHONEST LIAR - Don't walk, RUN from this dealership's finance office. Dru Kaba, director of finance is dishonest and gives bad car dealers a bad name. He ran my credit 3 times even though I gave him the info on my pre-approved vendor. He changed my fin from my pre-approved vendor to a vendor of his choice. He said that he had the right to do that. I recorded the conversation because I'm sure he will have a different version of the conversation. He was just short of rude. I relayed to him that I did not want to purchase the KAHU subscription for $499 and he emailed me back that I couldn't cancel it. That's a second lie. I am a woman, I am older and I am black. Apparently 3 strikes and I'm screwable. read more

I have just left grapevine ford where I go for all the maintenance and info for my F-350 super duty . Today I was greeted by a very nice porter by the name of Jordan. Jordan was very courteous , efficient and personable. She saw to it that I was taken care in a very short time . She was quite professional handling my truck and I look forward to having her take care of my vehicle on my next visit. read more

As a new Ford vehicle owner, it was time for service. Very lucky to have been greeted by JASON SCAFF! He was courteous, friendly and answered my various vehicle questions immediately. Also, had warranty work completed on subsequent visit in a timely manner facilitated by Jason. He is an exemplary Customer Service Advisor. I have the utmost confidence with Jason for all of our vehicle needs. read more

Spent 3 days trying to get a good deal on a new truck and these were the only guys that didn't want to play the usual back and forth games. Blaney Castorena was up front, honest, and fast. He got me just what I wanted and him and the finance team got it for the price I wanted. Couldn't be happier. read more

I have been getting our vehicles serviced here by Daren Hayden for 8 years now. Daren is very honest and trustworthy. I know he will always take care of our vehicles, while at the same time, not selling me unneccisary services. There is nowhere else I would trust to do our services! read more

Thanks to Alfredo, there at grapevine ford service center, I feel at ease taking My Ford Mustang to get service. He always has a smile and shows willingness to help. I'm very comfortable knowing my car is in good hands. Thank you team Grapevine! read more

I stop into grapevine ford service department for the first time and had a great experience. The service advisor Eddie was very informative, professional, and very knowledgeable of my vehicle needs. I will definitely be back for service.. read more

Salesman Richard Ford is awesome. He treated me with dignity and respected my opinions. I recommend grapevine ford to everyone wanting. A good deal to save money and there customer service will leave u completely satisfied. Thanks again. read more

I have purchased 2 vehicles here and have always used their service department. For the last several years I will only work with Alfredo Z as my advisor. Always super helpful and knowledgeable and keeps me posted on updates. read more

I have using Grapevine Service for years with no issues. Daren Hayden has always been kind, professional, and honest. Customer service is amazing! read more