Ford Has Won Me Back! (see Ethan in the service department) I purchased my very first new vehicle from a Ford dealership in northern Virginia - one of the proudest moments of my life honestly. After the first 12 months, recalls started popping up, and the dealership would schedule my appointments, then not perform the service, THEN mark it complete in the system... They would talk me in circles on the phone, meanwhile my brand new Explorer (2020 with ~20k miles) is running like it was built in the 90s... this went on for just over 8 months and never got resolved by them.... Hopefully someone can relate, unfortunately you understand how irritated I was and done with Ford... or so I thought. Fast forward to me needing to move to southern Virginia for work, I booked an appointment with Magic City and get this: - they actually listened to my problems - they cared about how much this vehicle means to me - they got me in in a timely manner - they actually know their recall techs and were able to give me an accurate timeline - during my vehicle's stay, they called me with a status update DAILY (shoutout to Ethan! go to him for great service!) - they returned my vehicle AHEAD OF SCHEDULE in "like new" condition, and all of the issues were actually resolved I am very happy with Magic City Ford and plan on using them for as long as I live in the area. An automobile is a big investment, and Magic City doesn't take that for granted. read more

this place is terrible. service department is a joke. wait over a month for an appointment that they have absolutely no plans on keeping that appointment. Had my car for over a week after having an appointment sit up 5 weeks in advance. they never touched it said there were no techs that were capable of diagnosing my brand new car. well guess what ford its been an issue for 5+ years on your explorers you know exactly what it is. the problem is none of your technicians want to do warranty work because you screw them over on the times. so you pass that bs off to your customers after they spend 60K+ on your junk suvs. magic city owner fix your service department its embarrassing to the ford name. read more

The people that work in service just lie to you and they do not know anything about vehicles, they just do whatever and say whatever to get you out the door, this the best part they didn't fix the problem and on paper it looks like they replaced parts that they didn't replace. Don't ask for a customer courtesy car unless you bought a Lincoln. You will be wasting your time. I wish I had never gone for repairs here not only am I out a car I paid out of pocket for a rental, a trained technician should have been able to repair my car in 1 day max, it's going on a month and they refuse to listen to what customers are saying about their cars to help identify the problem. My advice is stay away unless you have deep pockets. read more

I had horrible experience with Magic ford I bought a dash cam from this dealership I had installed it I got vechicle back the dealership didn't even how to work it that's when red flags started popping up I paid 1400 dollars I m answering there response in another link of course I know you can't bring up video which it didn't have I was misled and pressured in the meeting I had with Penny Burch Gm I felt I was in court with me having PTSD it was hard to defend myself Josh the parts man lied to me when he told me I gave him the parts number I knew I was I quick sand I felt like was misled and pressure the other two people that was in the meeting they wouldn't even look at me they looked like people just saying things which was not true those people do want to admit the treatment they did to me they are set not giving my money I given a lot of business to ford in read more

We had been looking for a 2020 Lincoln Continental AWD Reserve with reasonable miles for some time. Of course exterior and interior colors were factors, so the market was small. One which checked all the boxes popped up at Magic City, and we made the drive over from West Virginia. Donald helped with the purchase and we could not have been happier. Everyone involved made the process pleasant. Many thanks ! read more

I work for a healthcare company in Roanoke. Our CEO purchased a vehicle from Magic City. The buying process was ok, the Sales Rep was not very knowledgeable and the process was not smooth, but it got done. Now the vehicle has a frontal collision sensor error. This vehicle has 19,000 miles. I set up an appointment to get it looked at, we had to wait 5 weeks for the appointment. Once at the appointment I was told we may have to pay a $199 diagnostic fee. Since it is still under warranty that seems weird. If there was an issue if negligence then obviously would pay this charge, but ask up front. The vehicle set in the lot for 3 weeks and no one looked at this vehicle. My boss called multiple times and was told it would be difficult to diagnose, but would you not have to look at it to determine if the repair would be difficult???? By the way every time the vehicle starts he gets a notification, so we know it had not been moved. Long story short he went and got it and still has this problem. I know everyone is busy, but come on 8 weeks and it was not even looked at. AVOID TRAGIC CITY MOTORS If you expect any service, even under warranty. Pathetic!! read more

Sales people and sales manager will not return calls. They advertise vehicles that are not on the lot. Often the vehicles are out for rental or located in another city in order to make their inventory look larger read more

Over 12 years I have come back time and time again to Magic City Ford of Roanoke. I started working with DeJuan with my first trade in in 2013, and he was a part of my 3rd trade in Oct 2023. Every single transaction I've come away knowing I got the best deal ever. I have loved and enjoyed every single vehicle- from MKX, to Jeep Wrangle soft top, to my present Nautilus. They have earned my business and then some every single time! If I ever decided to trade in my Nautilus I'll go to DeJuan and Tatiana for sure.....however, I really LOVE my vehicle and don't see that happening anytime soon. Grateful to have such a place with best people where car trading and buying is an honest endeavor, every single time. read more

I wrote the following yesterday... Well damn, I'm a little disappointed with the service department at Magic City Ford...again. I made an appointment online 2 (maybe 3) weeks ago for a service tomorrow morning (5-5-2021). I went to drop the truck early and was told there was about 20 trucks ahead of me and they don't know how long it will be before my truck gets looked at. I wonder if these 20 trucks were also ahead of me 3 weeks ago. I was also told that they lost a mechanic a couple of weeks ago. I think this was the same thing I was told 2 years ago when I brought my truck in. Logistics people...learn them! I think it's time to trade up to a Chevy. read more

Went to Magic City Ford because I had a bad experience ordering a new F-150 ($66k) at anther dear and told this to the sales representative. He was emailed the specs and I wanted to come down to see if they had the color and similar build before giving the go ahead. They did not so I told the rep I would drive to another dear to look at the color and let him know within 24hrs to process my request. Sent him and email that night, no response for 5 days so I resent him the email again. The next day I get a sorry I was busy and he asked for the specs again. I did not respond because I was mad and the next day again he said he found them. Pretty sad that this is a done deal but can't find a dealer that cares about customers at the height of their best 1.5 years of sales, because of supply issues. This truly shows their colors and how they "care" about their customers. I guess third times a charm, onto another one. read more

My boyfriend and I were on a road trip vacation when my car died a few miles down the road from Magic City Ford. I had it towed there. The service department told me it would take a few days for them to even look at it, which would have ruined our vacation. We decided to test drive some cars since I was thinking about trading-in and upgrading within the next year or so anyway. After explaining our situation to the sales manager, Jim, he expedited the servicing of my car and it was ready to drive within an hour! Our salesman, Zack, was great and took us out to test drive several cars. Even though my car was drivable again, I could not refuse the trade-in offer and deals on their lot! I drove away happy in a new car! read more

I have a brand new F150 truck that has several recalls on it....cannot get it fixed because they can't get parts. So my truck is dead now...won't start...was going to have it towed to Berglund and called ahead. "Brooke" in service told me I could have it towed there but they cannot look at it for "weeks". I asked about a loaner which is guaranteed with my warranty but they have to loaners available. She was one of the rudest people I have ever dealt with. Will not be going back there for anything. Do not recommend them for anything. What good is a warranty if they can't service your vehicle?????? read more

There is no other choice for Lincoln specific needs. But it takes forever to get your vehicle serviced by them. Even with an appointment the car sat for days. They just need more people working on cars or something. My experience took so long and was quite inconvenient. read more

UPDATE: 9 days ago, after waiting over a week to see if Ford would help out on rebuilding one of their engines at 70K miles I had the service advisor go ahead and order parts. She told me it would take a week, a few days to get everything and a few days to complete the repairs. Fast forward 9 days to today and apparently all their technicians decided to take off work until after the 1st. So now it's at least another week. Did they not know the techs were off this week? They took possession of my vehicle on November 29th, 2021 one month ago. read more

First, the sales department at Magic City is awesome. That being said, after purchasing my first new vehicle from Magic City this summer, I had to take it in for a 'recall' this morning. I received the letter advising to call and setup my appointment a few weeks ago, so I did. When I arrived this morning for my scheduled service appointment, I was advised that they needed to order the part. My question was, "Why didn't they order the needed part when I scheduled the service!?!?" It appears that I just missed a morning at work so that the service person could look at my mileage. This seems like a BIG waste of not only my time, but theirs as well. And on top of all of this, not an apology. All I received was an "We will call you to schedule your service (again) when the part arrives." Makes me really iffy as to whether I would buy another vehicle there. read more

Have given this dealership a lot of business over the years, but no more their service department from the supervisor down are totally dishonest. Do not trust them. read more

They seem to have pretty good maintenance people their, it's at the service counter that everyone seems to be in a bad mood.

If I could give it a zero I would. I called before I came to test drive and have my truck appraised for a trade and Tatiana agreed and met me as soon as I came but she could not find the trucks for the test drive, she was looking earnestly but none of the three salesmen or manager would help, nor did anyone appraise my truck! Another black family was there and when they left for a test drive one salesperson said to the other"how are they going to afford that car" and the reply was they probably need a consigner. This was the worst most racist car dealership I have ever dealt with, people leave this dealership find someplace that respects you read more

Honest helpful service. Ask for Michael Finch if you need service. I was traveling and my E150 engine light came on and the engine wasn't running smoothly. Most dealerships didn't have time to even diagnose the problem. Michael made no promises he couldn't keep but assured me he would try to help me. He diagnosed and fixed the problem that day. Can't ask for much more than that! read more

I decided to buy my car from Magic City because of the fantastic customer service I received from Dujuan Johnson!!! He went over and beyond to find the perfect vehicle for me!! I am a very hard person to please sometimes and he did everything I needed plus more with a smile on his face! Dujuan is a true asset to Magic City Ford and he deserves a raise!!!! I will be telling all my friends to buy a vehicle from him with confidence he will take great care of them! read more

VETERANS BEWARE! Went online to find my new ride. I have good credit and down payment, plus a paid off trade it. Found the car and messaged this company. Was told the price was 34,299.00 Went to Ford motor credit and got my approval. Next day went to place a deposit on the vehicle, they raised the price by $5,0000 and said they don't do any Military incentive, and said not to use Ford Motor credit and wanted to run my credit again. NOT HAPPENING! Left upset but composed waiting to see what upper management had to say about this shady deal. Got email today, Still trying to rob me. Don't get me wrong, I know they need to make money and pay their employees, but don't be shady and slimy about it. I have all documentation window sticker, Text messages and even emails confirming on price only to do a switch once I got there. I beg you please don't use this dealership. The care nothing for there veterans and wasting people time. We went to Berglund Ford, and paid EXCATLY what they quoted me! HORRIBLE ESTABLISHMENT!!!!! read more

Your money is better spent in the gas tank of your current vehicle driving to another Ford dealer further away. These guys are incompetent, unprofessional, and rude. Especially the "manager" Anthony. You're better off talking to the wall next to you, as the response you receive back would be more beneficial to your vehicle search. read more

My family has owned Fords for as long as I can remember. We've bought and had cars serviced cars at Magic City Ford for more of them than I'd like to admit. More than they deserved. But this is NOT the place to take your Ford, Lincoln or Mercury. There is always something else they want to do to it when you take it in. Regardless of what you take it in for, an oil change or an inspection, what ever it is, Every time there's something. They also do not lock your vehicle regardless of how long it sits on their lot. It can sit on the lot, sometimes in the back, unlocked, unprotected for days. DO NOT leave ANYTHING of value in it. Not even in a trunk or in the glove box. They also are in no rush to get your car back to you. Just because they say you have an appointment and you drop a vehicle off and they say you should have it back that afternoon or the next morning. Don't count on it. Chances are you won't see that thing again until the next afternoon or several days later. There's always some excuse. It's not just been with my car, I've heard it happen with other family members cars also. Tired of the games. Magic City Ford always falls back on....We've been in Roanoke for over 50 years.... Yeah...It just means they've had a long time to play the game. read more

Service department is horrible. Had an appointment, rearranged time off to have vehicle repairs. Arrived at appointment time only to be told parts were on back order. Service department supposed to call me when parts came in. Over a month now, no call back. When I called to find out what was going on in was on hold for 10 minutes only to be promised another call back. Still waiting. read more

Although I didn't end up buying a car from them, I just wanted to leave this review solely for one of their internet sales manager Chris Rhine. He gave me so much information regarding my interest in one of the new Ford Fusion Energi's that really piqued my interest. We had an e-mail conversation and he was very helpful and answered my e-mails within minutes. That is unheard of! Normally I would wait hours or even the next day with some other dealers that I have dealt with. I feel really bad that I didn't get a chance to do business with him but I ended up buying a completely different car based on discovering my needs and wants on my new car. I still like the Fusion Energi but for what I needed, I ended up buying a new Toyota 4Runner. I highly recommend dealing with Chris if you are at all interested in any new Fords. read more

I recently purchased my first new car from Darren Yeats and it was an incredibly smooth experience! Everyone at the dealership was nice and I was treated with respect and honestly. Truly, I feel like I got the best deal and they were genuinely interested in my happiness. read more

Bought a used car last month. It's had some annoying problems. Radio disabled and button I needed to get it working is not functional (I was able to fix this short term). Tail light out. Really low tire pressure on the front end which resulted in a warning light within days of purchase. Unable to reset the light manually. Heater not functional. They did fix this, however, there was a loose sounding bolt ( a Knock, if you will) in the front suspension that started at about 40 miles and got exponentially worse within 60 miles. The car was already going into the shop for the heater two days after I bought it so I asked that they look at it. Sales manager said "No. Sold As-Is." I had to stop driving it because I had serious concerns about the front end noise until I could get it into my local shop. Turns out that it was a LOOSE BOLT on a lynchpin that had RECENTLY BEEN SERVICED. So I am a one adult household trying to juggle getting my new-to-me car to the shop TWICE within a week of purchase. I have zero trust in this sales team now and will not be purchasing any more vehicles from them. read more

I took my Ford to the dealership for service because most other shops did a below average job on routine maintenance. Unfortunately, taking it here wasn't the sure thing I expected it to the be. In replacing a part, they messed up a related part and refused to admit fault, until I involved the Better Business Bureua. Visit the BBB website for more details. It has since been resolved, but it shouldn't have gone that far. read more