I have been very pleased with the service that I have received over the years while purchasing my lease cars from Russ Milne Ford. Matt Burke has been my salesman and has been extremely helpful in locating a safe used car for my teenager. He helped us to find a safe and affordable car. read more

What a joke this service department is!!!!!!!!!! It's a good thing their salesman are very good at what they do. I have purchased/leased at least 10 vehicles from Russ Milne since 2001. Every time I go back there my wife tells me I'm an idiot. How many times can this dealership misdiagnose a problem!!!!!! I have spent several hundred dollars on "Diagnostic Fees" only for them to tell me that they can't duplicate the same problem I was having. Like so many reviews on here, the Service Manager, the head guy, not the ass'ts that they call managers, is rude and disrespectful. I've had 2 conversions with him over the years and he is very rude and not willing to try to get the issues solved. I just had my entire engine replaced this past summer on my truck. Covered under warranty but that is irrelevant. After 6+ weeks in the shop, I picked it up on a Tuesday. Wednesday on the way to work it stalls and won't start. By chance I am less than 1/2 mile from the dealership. I call to tell them that it has stalled and the service guy's response was "Have it towed in and we'll have some take a look at it." Well my response was "I just had my truck at your shop for over 6 weeks, this is BS!". Service guy says "If it's our fault we'll take care of it, if it is not related to the engine being replaced then it will be your responsibility." I stated that I am about 1/4 mile your parking lot and you would have thought they would offer to come pick me up or figure out a way to get my truck to them. 2 hours later I finally get a tow truck there and it gets towed in. Problem was fixed in 10 minutes but the point is that there was no willingness to help. My wife's car was in this same boat. It's been in for service multiple times and the same problem keeps happening over and over again. If you mention that it has been in for service 4 times for the same issue, all they say is "We'll take a look at it and let you know what we find". So it's another 2-3 days without 1 car in the family. Never offer a loaner any time of the 50 times I've been there unless it was covered under my extended warranty. NOW comes the fun part. You'll love this!!!!!! Took my truck in last Tuesday because the transmission was shaking the truck between 50-60 mph with minimal acceleration. Didn't do it all the time but every few days. Once again they couldn't duplicate it. So I go pick it up on Friday. I drive 3 miles from the dealership, get out of my truck and notice my tailgate is missing. I call the service guy, name is Greg H., he tells me that the tailgate was missing when I dropped it off on Tuesday. I told him that it was not and I would have noticed it was gone when I backed out of my driveway to go drop it off. Plus the fact that my wife followed me to the dealership to pick me up. She would have said something. So Greg H. argues with me, never raises his voice but argues with me. I was 100% positive my tailgate was on my truck when I dropped it off. So after about 5 minutes I catch him in a lie. Totally back peddles and wouldn't you know it, he is now admitting that it was taken from the shop parking lot. No one ever mentioned a word to me when I picked it up on that Friday. I ask him if this is common to have tailgates stolen and he says that is the first one he has heard of. Funny how I talked to my sales guy today and not knowing what the Greg H. said, he says that there have been multiple tailgates stolen from their property. Anyhow, this is still in progress so we'll see if I get a new tailgate. I'll be updating as I find out. read more

Inept service department. I took my '02 Ranger here to take care of a dome light sticking on. I brought it I while it was occurring and they shut off the truck but never could reproduce the problem. I warned them not to shut it off because of the intermittent nature of the problem. Did they listen? Nope. Then they charged me to drive it around and find nothing! Nice! read more

I made arrangements to have recall work done on my 2018 F150 Thursday, dropping the truck off Wednesday evening. I also made arrangements to have my winter tires put on the Mustang I also purchased here this summer. I told them I work, for Ford, until 530 and it would be late in the day. I asked, repeatedly, to be scheduled for this work because it was going to be near the end of the day. I was told this kind of work was done first come first served but it would be no problem because the tires were already on rims and just needed to be put on vehicle. I arrived in the service department at 6:23pm,their intake hours are until 7pm. I was turned away by the service department because they would not be able to leave early if they took me in. This is why I tried to be scheduled, so they would know I was coming and would be ready to work instead of ready to leave. If you are going to refuse service because you don't want to work past a certain time then you need to change your hours to fit the times you are actually prepared to work. If I go into a restaurant 10 minutes before they close they are required to serve me because I showed up during their normal business hours. This work could have been completed in a half hour or less. I am a licensed mechanic of over 30 years experience. I could have done this in 20 minutes with hand tools and a hoist. Their entire service department was still there standing around waiting to leave. With 2 or 3 inexperienced technicians this is 10 to 15 minutes work. If I had not talked to the service department the day before and been told it would not be any problem as long as I got there before 7pm I would not have a problem with being turned away, I get it. I work for a living too. But to have my time wasted for something so simple after making sure it could and would be done in advance is just unacceptable. read more

Awesome service! I highly recommend Ashley Batko if you are in the market for a new/used vehicle. She found me exactly what I was looking for at a great price. Very happy to have dealt with such a professional in her field. I definitely will be purchasing my next vehicle through Ashley Batko again. read more

Helped my In-laws purchase a 2017 Ford Escape on clearance from Russ Milne. They did give us a great deal, but service and attention has been extremely poor. The vehicle only had 3,300 miles on it and in hindsight they should have provided us a new battery as limited use killed the original one. We went to Sierra Ford first and the folks there could not have been any more attentive and helpful. Simple fact is they did not have a car that matched what we were looking for. After searching online we called Russ Milne. Their Internet sales manager had us come in and introduced us to our sales person. We completed a deal for the Escape within 30 minutes. It was a very easy sale for the rep. A few days later, on Friday at 4:00PM the car simply would not start. Disappointing part is we called the Service at Russ Milne to ask for advice and they simply said nothing they could do. They suggested we have it towed to them on Monday as they were to close soon. i.e. You will be without a car for a few days. On Saturday morning we had AAA jump start car and we were able to get it to Sierra Ford. They were fantastic. Gave us a loaner vehicle and put our "new" Escape through thorough tests. They changed out battery and car has been fine since then. The sad part is that I was in contact with Internet Milne Sales person over weekend. He apologized and said they would be in touch first thing Monday. Our sales person at Russ Milne did call on Monday, but offered no apology. When told car was at Sierra Ford he said "Ok, let me know how it goes." Have not heard a thing from Russ Milne Ford since... Lack of empathy, courtesy and simple salesperson common senses will prevent us from visiting Russ Milne again. read more

The experience that we had while leasing our 2017 Ford Escape was horrible, and we will never lease again. Having the payments was the worst part, but the customer service was horrendous as well. When coming into the dealership to return our vehicle when our lease had ended, the communication between us and those working there was just awful. We talked to our leasing agent, Tony Palazzolo, almost a week before we had to turn our vehicle in (on a Monday, our lease was due the following Sunday), and he told us to call anytime that week to schedule an appointment for an inspection and to return the lease. We couldn't call until Friday, but when we did, we were told several times by several women who answered the phone that Tony was, in fact, working that day, and directed our call to his extension. Every time we were connected, it would go to voicemail as if he wasn't actually in. We had to physically come into the dealership to find out that Tony was out for the day, even though several people we had talked to told us otherwise. We then had to wait more than 15 minutes for one of Tony's colleagues to "get off the phone," but we sat in the waiting room while nothing happened at all. Finally, we had to get up from our seats and walk over to the desks of the leasing agents to get someone to take us to their desk and complete the return. No actual inspection was done, either. We simply handed the keys over, the leasing agent signed off on the fact that the car was cleared, and we finally left. THE WORST customer service I have EVER experienced, and we will NEVER be back for any reason! read more

Everyone was very friendly and helpful throughout this experience. Rick worked hard to get me into the vehicle I wanted at a price I needed. Finance team was also very helpful and was able to get me extended warranties for prices I could afford. read more

DO NOT GO TO THIS DEALER!!!!!!! They are very shady and dishonest. They listed a car online and when I called about it the price suddenly went up by about $7000 and they didn't care at all to do anything about the face that they had misrepresented themselves. read more

My essentially new 2012 Ford Escape (less than 7000 miles) would not start this past Friday. I called the dealership and expected arrangements to be made to fix the situation since the car was so new. I was told they were closed for the weekend and they could look at it Monday. They refused to provide me with a rental car, and left me without transportation the entire weekend. I am 6 months pregnant, and this was terribly inconvenient for me. I was never offered an apology for the defect, and when I presented them with a receipt for the car I had to rent, they again refused to make the situation right. I am, however, awarding 2 stars because the car was fixed on Monday in a timely manner. read more

If I could have chosen ZERO stars, I would have. Honestly the worst SERVICE experience I have ever had. They literally lied to me about why they couldn't (more like wouldn't) honor my warranty! My car was under warranty - UNBELIEVABLE! They said I had to drive it all the way to Flat Rock to the dealer it had been purchased from to have my warranty items taken care of...REALLY?!!! When I picked up my vehicle, it was apparent that it hadn't even been washed and the inside had cotton wood ALL over on the carpet and in the back due to the back hatch being open. I ended up taking my vehicle to Crest Ford in Center Line and they not only took care of my warranty items, they went above and beyond by taking care of my pulsating brakes! My vehicle was clean when I picked it up, inside and out! I haven't had that kind of service outside of when I owned my Cadillac. Thanks Mike S. and Wade at Crest Ford in Center Line! read more

Terrible service in my opinion! They have had my husband's truck for 6 days now and still do not have an estimated completion time. The mechanic has been busy working on another vehicle and hasn't even gotten a chance to look at his exhaust yet. If they are too busy, they shouldn't have allowed him to make an appointment for service or should at least offer a complimentary vehicle as some method of transportation. He is paying a premium price for professional service and this isn't very professional in my opinion. Meanwhile I've been left with my 9 month old with no vehicle for going on a week. read more

I was a first time cust @R. Milne Ford (but a Ford owner for over 30+yrs) and brought my car in for prev recall work on Thurs night for a Fri am appt.. Was reassured on the phone and when I signed the car in that it was be indeed 100% ready later Fri afternoon.. Well, after not hearing all day from them, I decided to call, it was 6:04pm. They were CLOSED for the WEEKEND and HAVE my CAR!!! w/o any notice from R Milne, NO phone calls, and now I sit w/o any means of transportation.. It was too late on a Fri Night to make arrangements for a car for my job over the wknd.. I am LIVID and will NEVER return to this local dealer!! I have to say, both Doug and Ray were very nice over the phone and in person, but, who is responsible for not communicating with me about holding my car for 3 days???? If this is how they do business, I ll travel the xtra miles and return to Roy O brien Ford, my favorite for 30 yrs.. Had they of at the least, called me to inform me that it would be another 3 days, I would have been able to make arrangements for another vehicle, however, to leave me hanging High and Dry?? Is this how Russ Milne conducts business, expects repeat customers and advertises selling and servicing cars?? Sad thing is, I reside less than 2 miles away, even talked to the service man about my interest in trading my car in for a new beautiful Ford Escape.. now? Roy O'Brien Ford 20 miles away will be my choice.. so disappointing, first impression was so positive, however that drastically changed with a 6:05 phone call. read more

Never take your vehicle to their service department if you don't want to walk away bankrupt. My 2009 Edge was taken in for an oil change and an ABS light. The car was bought used with an extended warranty that proved to be somewhat worthless. $250 later I received an oil change and a replaced ABS sensor (surprisingly under warranty). So what was the $250 for? $100 deductible on warranty work, which I was aware of. $45 oil change, also aware of. What I was not made aware of was the cost of computer diagnoses at $105 per issue. Did you know that for each issue/test they charge you $105 because they are too stupid to use critical thinking and self-diagnosis? And this is NOT deducted off the cost of the repair unless it is warranty work. They don't know that a burnt out light bulb just may be that.....a burnt out light bulb, until they hook it up to a computer at the cost of $105. Same for brakes. Brakes grind? Let's hook it up to a computer, charge the customer $105 dollars to tell them they need new brakes. And then, let's not deduct the diagnostic charges from the cost of the repair even though they claim the diagnostic charges were necessary to make the repair. Make sense to you? Me either. Additionally, on my Edge a diagnostic charge was made to check another light that went on interimittantly. Yes, I gave authorization to do this. But did they disclose to me that each diagnostic test was a separate charge prior to this authorization? No, they did not. Imaging my surprise when I saw the additional $105 charge (part of the $250 total) on my bill. For nothing. The outrageous cost to replace a coil on the spark plug (which the $105 computer diagnosis showed and a technician magically interpreted), would have put my total bill at $605! This I could not afford so I had to pay for the diagnosis even though I could not afford the cost of the repair and consider myself lucky that I was able to walk out the door only $250 poorer. I called the salesperson (Sal) who sold me the car who was quite nice in listening to my story and promised he would follow up. Still waiting for that call. There is a reason this dealership has so many one star ratings.....they have earned each and every one. All I can say is BEWARE!!!!!!! read more

Once again I take my ford focus for warrinty work and again they say there's nothing wrong with the car. But I can hear the noise in the front end. I call to talk to the manager and this guy is a piece of work. He is rude, interrupt people while explaining the problem and does not listen to anything a customer has to say. I suggest that you go to another Ford dealer. read more

This Ford dealer ship is not only biased against women but they take an hour and a half to do oil changes!! This is the fourth and last time I will go to Russ Milne Ford in Macomb for service!!! I stood patiently in line for 10 minutes while the service idiots BULLSHITTED and the first man who walked in they were all over!!! Not the first time Russ Milne has ignored women!!!!! The SERVICE MANAGER couldn't explain why it would take so long to do an oil change but just kept making shit up!! I will NEVER buy another car from Phil Bryant or Russ Ford Milne EVER AGAIN!!! What a shame my BF was just saying how much he liked my car and how he was thinking of buy one!! Maybe one day these dealerships will learn!!! read more

Ive always gone else where for sales but they have always treated my mother in law with care; however, the service department is subpar when compared with other manufacturers: other Ford dealerships, Nissan, General Motors, and Dodge. Completion time is excessive, not completed by the time promised, missed routine items in multi point inspections, and the service manager, Greg Kalm, is as useless as they come. Sits in his glass wal office and has little to know interaction with customers or their concerns. Go elsewhere for service. read more

Best parts department around. Mr. Matt, you are the man! Thanks as always and keep up the great work!

Excellent job. Worked with Bryan. Quick, painless process.

Russ Milne Ford has a great selection of new and used vehicles; however, they have a huge problem with customer service. We found a used 2015 F-150 online and we called and put a deposit down immediately, sight unseen. The sales rep that helped us with the whole process was Dennis Willard. We let Dennis know we'd be arriving sometime before noon on December 18th to sign for the truck, deliver the down payment and fill in any paperwork. Upon arrival at roughly 11:00 am we asked to speak with Dennis. The receptionist called Dennis to his desk over the intercom and we were then directed to his desk... where we waited for 35 minutes for Dennis to arrive; he never did. We then went back to the front desk to inform the receptionist he hadn't came to which she called him, only to find out he had left the building and no one knew. Dennis wasn't even willing to disclose where he was to the receptionist, she was just as confused as we were. His coworkers that were huddled around the front desk around that time were very apologetic and seemed horrified that we had to wait so long. They were trying their hardest to make up for what was happening. One of the staff members gave us the keys to the vehicle we were prepared to put a down payment on to test drive while we continue to wait for Dennis. The test drive went well with the exception of the steering wheel not being correctly in line with the wheels. Walking back into the dealership we see Dennis and greets us, leading us back to his desk, without an apology. Right away, I brought the steering wheel alignment to his attention and he assured me that he would look into it and fix if necessary (which it is) so we started the paperwork and gave him a check with the down payment. And set a date to deliver the vehicle on Thursday. Dennis followed up that day after we left saying that the main road that the dealer is on is crowned and that's why the steering wheel was cocked to the right and that he took it down another road and it was fine. I said as long as that's the case, that's fine. They deliver the vehicle on Thursday and Dennis said it drove perfectly straight the whole way. So we look it over and sign. The following day we take the truck to work and the steering wheel is cocked sideways when you are driving straight. I reach out to Dennis and he says that it's basically not his problem. To which I respond how isn't it your problem when I brought it up before sale, mid sale and at delivery and you assured me and told me that it's straight or it would be fixed. Dennis then points out that it's used and has no warranty. We knew this going into the sale which is why we brought it up and had him agree to fix it before purchase! Over all I am disappointed with the customer service and lack of attention at Russ Milne Ford. I will not purchase another vehicle here ever again. read more

Worst used customer service ever. Their web site says they help finance people with all types of credit. We found a beautiful perfect truck after shopping around for months, we were approved at other ford dealerships for more priced trucks but walked away from the deals because we fell in love with the truck at Milne. We applied for finance and was matched with car sales man named Warren. 6 hours later I called to find out the 5 banks thry worked with didn't approve us, and his recommendations was to find my own loan. I requested to put down a deposit to hold the truck and was told he couldn't over the phone that I'd have to be transferred to cashier but that he'd hold the keys for me. I went and found my own loan thru road loans, had $ for down payment. Dealer snubbed the loan, and ignored my calls. Finally after hours of waiting I get a hold of him. He told me he rather not use my loan and I should continue looking for other loans, had an attitude, yelled out my credit score, and when asked to talk to a manager he screamed then call back and talk to one and hung up on me. I called talked to manager Russ and was treated even worse. no apologies just said he's not gonna get in between the two of us taking sides. That their in the business to sell cars and they could use my loan. that he had Warren call me back. I never recieved a call back until the next day. The manager Russ returned my phone call stating they had sold the truck, or took a deposit and would be gone Friday. He knew I was upset, but said he's in the business to sell cars. Well Russ today I took my loan and purchased a beautiful truck at sellers Buick gmc. Seems to me your in business to turn away customers and sell cars underneath other customers. read more

We purchased a used 2007 Ford 500. Our salesman, Ryan Traynor, was very nice and helpful and made it easy for us. The car was very clean when delivered. Everyone we came in contact with at Russ Milne was very nice and wanted to make sure we were taken care of. We will be back! read more

The service department here is a complete joke. Made a 8 am appointment a week in advance to have my 2012 focus transmission recall(They called it a repair that a warranty covered to avoid from having to provide a loaner). When making the appointment I also was told that I would have my car back the same day. If they needed to order parts they would just have me come in for a follow up appointment when the parts are in. Also when making this appointment I told the person on the phone my girlfriend will be dropping the car off, he said that would be fine. My girlfriend dropped the car off Thursday (4/9/15) at 8 am and the service department said it they will call her. I called to get a status check at 5:30 pm and was told they have not even looked at my car yet! I asked what the point of an appointment was if you have not touched my car in the last 8 hours. He said appointments don't guarantee your car will get serviced that day. Then, I asked how do you expect me to work a job to pay for the vehicle if I have to take time off just to get a fix done that is a manufacturer defect. He then proceeded to tell me I never had an appointment. Which is funny cause I was also told in this call they don't take walk ins for this sort for fix (So, why is my car there if I didn't have an appointment?). I asked to speak to his manager, Greg, who gave me a call back and was extremely rude. In in three minute call he completely botched my positive view of ford. He said they would not provide me a loaner even though he admitted that when the intake of my car happened they never set it as the appointment I had set. And when asked to speak to his manager his exact quote was "Listen I am not going to walk around and find a manager". I told him I will be there in about 10 mins to get my car and talk to who ever it is that you report to, he said fine and we got off the call. Greg called me back a few mins later to let me know they will provide me with a free loaner. So, I continue there to pick up my loaner. Upon arriving I was working with one of there servicer's who was working his best to mediate the situation. When he was explaining the loaner details to me he said I have to have the car back by 6 pm the next day (Friday) or i would be charged $35 a day. Which doesn't work for me since I work til 6 on Friday and even if i didn't they still could not promise that I would be able to get my car back the next day. The service man that I was working with went to his "manager"(turns out he held the same position as the guy i was just working) who was even more rude the Greg and told me I could either return the loaner tomorrow before 6 pm or pay we won't provide this for more than a day. I took my car back and will not be having service on any of my 2 fords done here. This place is so stuck in there text book bureaucratic ways that they can't even rectify the problems that they created. Why would you expect someone who is already inconvenienced by a manufacturer defect to end up paying you for a loaner? This place is awful and I will be reporting this issue to the Better Business Bureau, Attorney General, and Ford's corporate office. read more

Bought a 3 year old car under warranty. After 4 days the transmission went bad. They had the car over a week to fix it. Then when I went to put gas in it at the 7-11 at the corner the check engine light came on. I took the car back after I diagnosed it with my OBD2 scanner and found a bad 02 sensor . The car was in the shop for 2 hours before they told me what it was, and they were not going to cover it since it was not part of the original problem and that my so called " warranty " does not cover it. I told them I wanted the car back. It took them another 2 hours to put it back together.... Then they charged me $100 bucks to diagnose it. I didn't even have my car 2 weeks and I only has it on the road 4 days . Never going back to this dealer for anything. The whole family buys and leases fords and there not getting any of our business anymore. Stay away from this dealer, the service department does not know what there doing and they seem to break things for you to come back in and spend more money. read more

I noticed that Russ Milne Ford answers everyone's review with the same comment. They want everyone to call them but if you notice it is the general number and no name to ask for. It is a game with them. They like to play games it has nothing to do with quality work and they are not reliable either. Remember, No appointment, then NO promises. If its a warranty issue you need to schedule an appointment even if you can't drive your car. Called the general mgr & service mgr they don't call or are rude and don't listen to anything a customer has to say. Go to LASKO FORD they are awesome!!! read more

If I could give 0 stars I would. I have NEVER received service like how I received at this dealership. The manager openly told me that the cost for repairs was so high because he wanted to and was going to make a profit of $200 on me. He openly said it would only take his tech 10 minutes to fix the problem but he was charging me for 2 hours of labor so he could profit from my service. I will NEVER use this dealership again! I would not recommend anyone to go there unless you like to throw your money away because that's what the service manager Greg and the general manager told me over the phone. The general manager basically treated me like I was nothing and openly told me that it's an independently owned ford and they will make their prices like how they want. Plus they gave me a total of 7 different prices throughout the entire time they had my car so they obviously have no idea what the heck they are doing at this dealership. read more

Owned my 2014 Ford Raptor for 6 weeks. Turned on the air, and it blew out all warm air. Took it to Russ Milne Ford to get repaired, but they said it was not covered under the warranty because there was a small hole in the condensor. Hmmmm...it's only 6 weeks old and never leaked anything. They wanted me to pay them $850 to fix it plus $72 for looking at it. I called the dealership we purchased it at (all the way in Ohio) to get their take on the situation. The Ford dealership in Ohio called up Russ Milne Ford, and was told that Russ Milne Ford wasn't willing to "take the risk." I didn't know that spending almost $70,000 on a vehicle, having the air not work after owning it for a little over a month, and expecting it to be covered under the warranty was putting such a big risk on your dealership! The dealership I bought it from is located 3 hours away, but said I could bring it there, and it would all be covered. Lesson learned! Stay away from Russ Milne Ford! read more

I purchased a new 2014 Ford Fusion from Russ Milne on 5/2/14. Brian Litz and the entire sales team were great. However, the service department leaves everything to be desired. I got an oil change from Russ Milne on or about 10/6/2014. About a week later, I experienced difficulty in starting the vehicle (it would crank over but take about 7-8 seconds to start). My 5-year-old son even told me that doesn't sound right. On the morning of 10/22/2014 I was driving and my check-engine light came on. I was right in the area of Russ Milne, so I took it to the service department. After waiting in line for 25 minutes, the service department representative (grayish hair and mustache), told me that it was "normal" for vehicles to have a difficult time starting and for the check engine light to come on! I told him that I only have 6,800 miles on the vehicle and it is not normal. He laughed at me and again stated that it is normal. He said that they were too busy to look at the vehicle. I told him that I had a ride on the way and they could keep the vehicle overnight (this was 8:45am) and look at it tomorrow. He told me to bring the car home, check the oil, then call back to make an appointment if I would like. I told him that would not be necessary since I will never be back to Russ Milne again. He said "Ok, can I help who's next?" I brought the vehicle the same day to another Ford dealership, who found that it was the Fuel Tank Pressure Sensor, and fixed it. Needless to say, everyone I know now knows about this situation and I will never be back to Russ Milne. read more