Killeen Ford Service Center

Paul Arguijo

★☆☆☆☆

10 months ago

Brought my Ford Bronco in for service at the Killeen shop, and the service center cracked my window while it was in their shop. The service manager refused to repair it. the service manager's name is Lennon. Tried to tell me my wind shield was cracked when I brought the truck in for repairs. I told the guy you take pictures of the vehicle when it comes in for repair, and I reviewed the pictures, the wind shield was not cracked. This shop has no integrity.

Steven Kingsbury

★★★★★

a month ago

Service is always good but idk if y'all changed your website to schedule an appointment or what but it is clunky and ridiculous.

Denise Curran

★☆☆☆☆

a year ago

Took my Ford Bronco (a year old) in because the driver's rear window starting rolling itself down. I was told when I arrived for my scheduled appointment at 8 am that I wouldn't get my car back same day. Then, I was told that the window is working now - nothing wrong with it. Finally convinced them there is something wrong with it, and they said they needed to order a part. Would call me when it arrived. Never received a phone call. Left several messages for my service tech as well as with the manager. Get transferred around every time I call, or I have to leave a message. Over a year later, still trying to get my car repaired.

Hector Albert

★★★★★

a year ago

I brought in my Ford F150 a month ago for a diagnostic on a Transmission issue. I was told that nothing was wrong with it. After I picked up my vehicle the Wrench light came on again on and off. I called the Service Manager Lenny and he was awesome! He was sorry about what had happened and told me to bring in the Truck. That day they ran a diagnostic and found out that it was a gear shift module malfunction. The part was on hand and they fixed it. I didn’t have to wait days for them to fix my truck. I’m super grateful for Lenny’s professionalism and the Service Advisor Austin was great! I really appreciate that they understood and wanted to help.

Louis Foote

★☆☆☆☆

a year ago

Schedule a 9:00 am appointment to have a software update. Receive a call the day prior reminding me to be on time or else… I show up on time and am asked if I’m going to wait. I say it depends on how long it’s going to take. I’m told 4 hours max so I hang around Killeen waiting for it to be completed. After several times of checking my app and seeing the vehicle hasn’t been moved or touched in 3.75 hours I go back in and see the service advisor. Ask her the status and she matter of fact states the vehicle is in the shop hooked to a computer being updated. My response is that no it’s not it hasn’t been touched. My app shows exactly where the vehicle has been and that the ignition has not been on the entire time. So I tell her to get my vehicle that I am not waiting any longer. When she returns I remind her of their requirements for me to show up on time and that I have the same expectation of them. Then the story changes to it was being updated by tablet over the air. So I let her in on a little secret. I’m a Truck Technician by trade and am well aware of how a vehicle is updated. Once an update is started it would not be interrupted because this could cause larger issues such as bricking components. I then tell her well you just make sure that you send me a survey. Her response is that you won’t get a survey because we didn’t do any work to the vehicle. Come on Rose, and Killeen Ford. A simple we screwed up and failed you would have went much further. There is no substitute for integrity. I will never use your dealership for any purpose.

jordyn muffitt

★★★★★

6 months ago

Absolutely amazing service from Kelsey in the service department! Very polite, sweet and easy to work with! Highly recommend Killeen Ford for all of your car related needs!

Carmen Moseley

★★★★★

11 months ago

I had two major issues kinda back to back that had me thinking I was going to have to shell out tons of money and be without transportation. This had the potential to become quite stressful. I wasn't sure if my repairs were going to be covered by any warranties. Thankfully Paula put my mind at ease with service information and necessary updates on repairs. She along with Gypsy in the loaner department, they was so helpful and put my mind at ease. I am very thankful for their assistance throughout both experiences.

Sara

★☆☆☆☆

8 months ago

So I’m pretty forgiving to companies if I feel like they are trying, but the best service I’ve had here was just okay and very slow, while the worst involved them returning a vehicle with a new break in the interior. I expect a dealership to be better, to have a higher standard of quality, and this one has been nothing of the kind. At this point I’m not taking my Ford here if I can find somewhere else. I can be over charged for just okay work somewhere else. They left my husband to wait three hours for a shuttle home once too. They never did take him, after three hours he gave up and I had to drop my kid’s activities to come get him.

Tyler Hopkins

★☆☆☆☆

7 months ago

I brought my truck in to get serviced. They flushed my coolant and replaced it with WATER!!!!! Thankfully the people who change my oil caught it. But I had to pay an extra $144 dollars to replace the coolant. They also broke my driver’s side window’s motor. Now it doesn’t roll up all the way. Do Not take your vehicle here.

Nuno Khalid

★☆☆☆☆

2 years ago

I rarely give ratings to anyone , but this level of neglect and unprofessionalism from the service advisor, the mechanic/ laborer, or whoever else was beyond my comprehension . I visited this Ford Service Center 3 months ago to install my truck’s bed cover. Even if I had an appointment , I waited over two hours with no word from the advisor ( May be wasn’t her best day). Finally, they handed me over my truck, but the bedcover looked crooked, and they still charged me over $100 after waiting for hours…check pictures for yourself!! This advisor and the mechanic were terrible (they know who they are). Very bad experience at all. I hope nobody else will get this type of treatment whatsoever.. Peace!!!

Erano Bumanglag

★★★★★

6 months ago

A young lady named Kelsey is my service advisor, what a jewel service department has. She’s prompt in responding, always sending updates. I dropped my vehicle on 22 August for a recall and I was told that parts will not arrive till late November, disappointing that I have to drive a loaner car till then but I am glad that Kelsey is my service advisor. Thank you

Caroline Alfaro

★★★★★

6 months ago

My experience at Killeen ford has been awesome. Even though my vehicle is coming in for repair. Mrs Paula Stone makes me feel so much better knowing that my vehicle is in good hands. I believe that the service advisor is so important in making the customer feel at ease.

Jodie Martin

★☆☆☆☆

5 months ago

TAKE YOUR VEHICLES ANY WHERE ELSE FOR EVEN BASIC ROUTINE MAINTENANCE!! All I wanted was an oil change. My husband sat there for 6 HOURS for an oil change and now my vehicle is sitting there for a THIRD time in a week. Just called because we were told to drop off sunday night and they would fix it Monday and NO ONE knew anything about it. They completed recalls while doing oil change but now my vehicle is not right. They had to do rear alignment for things that were recalled. We picked it up and immediately noticed my front end was off and pulling hard to the right. Never had that issue before! They brought it back in a 2nd time, realligned the front. Pick it up again and my steering wheel is now out of wack. My car is still sitting there waiting again to be fixed!! Over and beyond frustrated. All I wanted was my dang oil changed!!!😡 And since you copy and paste your responses to all bad reviews I figured I would go ahead and save you the trouble. Killeen Ford Service Center (Owner) "We’re sorry to hear you had a frustrating experience. That’s never what we want for our customers. Your concerns are important to us, and we’re always working to ensure every customer feels confident in the service and vehicles we provide."

Ariyana Bobo

★☆☆☆☆

2 months ago

My survey link expired so I’m just gonna have to share this experience publicly: I scheduled to get the works package done and these people charged me 90 odd dollars for services they didn’t even do and the same tire that was flat due to a nail got flat again thanks to the same nail they ‘removed and patched up’ which funny enough ended up confirming the tire rotation they claimed to have done never actually happened. Got my car serviced on a Saturday and the car completely shut down the following Monday and died while in motion on the highway a couple days after that. My car did not start breaking down like that until AFTER I brought it up there, for God sakes the only lights that were on were the oil change and low tire pressure lights. I will NEVER be bringing my car here again, I had to go pay even more money out with a completely different company who actually fixes things and now my car is thankfully riding smooth again with all new tires ($1k later). It’s honestly a shame, I really thought I could trust the manufacturer of my car to do right by me. Never again, I’ll tell you that much.

Bobozhan Abdurakhmonov

★☆☆☆☆

11 months ago

Review & Complaint: 2023 Ford Explorer Platinum - Ongoing Issues and Poor Service Experience I purchased a brand new 2023 Ford Explorer Platinum in December 2023, expecting reliability, safety, and quality—especially from a trusted brand like Ford. Unfortunately, my experience has been far from that. 1. Misleading Sales Tactics: The first red flag was during the purchase process. The sales representative assured me the vehicle came with a 360-degree camera system. I later discovered that this was not true. Though I was disappointed, I decided to keep the vehicle, assuming everything else would live up to the “Platinum” standard. That was a mistake. 2. Major Mechanical Issues Early On: Around 5,000–6,000 miles in, I started having issues with the steering. After multiple visits to the service center, the problem was finally diagnosed as a malfunction in the steering system. The entire steering rack had to be replaced—on a brand-new car. Fortunately, Mr. Lennon (apologies if I mispronounce the name), the Ford Service Manager, handled the situation professionally and provided a loaner vehicle. For that, I am grateful. 3. New & Ongoing Issues at Only 22,000 Miles: Now, at only 22,000 miles, more issues are surfacing: • When shifting from Park to Reverse, I often hear a strange clunking noise. • After going through water or a car wash, the rear camera displays red lines around all objects, making it hard to use. • Sometimes, when I connect my phone to CarPlay, there’s no sound at all. • The 12V outlet (smoker port) works inconsistently—sometimes it charges, sometimes it doesn’t. I brought my vehicle to the dealership again, but this time I was told that they can only provide a ride to my workplace—and no return ride home or back to work the next day. So basically, while my vehicle is being serviced (again), I’m expected to figure out and pay for my own transportation. That’s simply unacceptable. As a customer who purchased a top-tier Ford model and has had nothing but issues, I shouldn’t have to bear extra costs for a situation that isn’t my fault. 4. Good Employees, Broken System: I want to acknowledge Mr. Lennon, Greg, and Mr. Henry—these individuals have been kind, respectful, and professional. But clearly, something is broken in the system. Ford customers should not be made to feel like a burden or be financially inconvenienced while dealing with manufacturer defects on a vehicle that’s practically new. Right now, I’m sitting in the Ford service center waiting for someone who was supposed to assist me 20 minutes ago—it’s been over 30. The stress, inconvenience, and repeated service visits (this is probably my 6th or 7th visit) are making me seriously regret buying this vehicle. I bought this Explorer thinking it would be a reliable family car for myself, my wife, and especially for the safety of my newborn daughter. Instead, I feel the exact opposite—unsure and unsafe. I truly hope someone at the corporate level of Ford sees this and listens to what your loyal customers are going through. We don’t just buy a car—we trust a brand. And right now, I feel like that trust was misplaced.

Terie Smith

★☆☆☆☆

10 months ago

I came in for an oil change on April 4th and I went on vacation kept smelling oil burning so had someone check and the dipstick was left out and oil spewed on my engine so I called and they said no problem bring it in and we will take care of it,,, took it in today april 29th and they took a rag and wiped it down with a rag but washed the outside! I am not happy! I asked for my engine to be cleaned! Even the guy who showed me the engine looked surprised! I guess since I’m a woman they can get away with this kind of treatment. I wasted my gas and time!!

Jose Moreno

★★★★★

3 months ago

I have dealt with Ford a couple times now. One was for windshield Crack and JR was kind enough to be my service advisor he walked me through every step of the way and got me taken care of. Yesterday it was Shayla for a recall issue, she was great she called me and set up a valet service so I didnt have to wait. She kept me updated every step of the way to include real time pick up and drop off times. Thank you so much for your help and attention to detail.