Parkway Ford Service Department

Richy Smith

★☆☆☆☆

Edited 2 months ago

I had a very disappointing experience with Parkway Ford’s service department, specifically with my advisor, Drew Hopkins. I had an 8 AM appointment and received no updates for nearly seven hours until I reached out myself. When I finally heard back, I was told they couldn’t find my warranty information — something I could have helped resolve earlier if I had been contacted in a timely manner. After spending hours of my own time tracking down my warranty details, I provided everything they needed. I was then told that if the advisor spent more than 15 minutes on the phone with my warranty company, I would be charged a $205 “admin fee.” When I declined that fee, the advisor assured me he would “take care of it,” but instead he never even attempted to contact the warranty provider. I was told my vehicle was ready for pickup — I only discovered it when I got in my truck and saw the check engine light still on. Because of this, I now have to take my vehicle to another dealership, costing me and my family even more time and inconvenience. I expected better communication and professionalism from a Ford dealership. Edit: I appreciate the dealership taking the time to respond, but their reply does not accurately reflect what occurred and leaves out several key issues that I raised in my original review. To clarify: •\tMy concern was not about their policy on administrative fees. My concern was the complete lack of communication throughout the day, despite having an 8 AM appointment and receiving no updates until I reached out multiple times. •\tTheir response suggests that I “declined to proceed,” but what actually happened is that I declined an unexpected $205 fee and was told the advisor would “take care of it.” Instead, he chose not to contact the warranty provider at all and never informed me that the repair would not be completed. •\tThe dealership’s reply states that my vehicle was “made available once the agreed upon steps had been completed,” but I was never told that the repair had been stopped. I was told the vehicle was “ready,” only to discover on my own that nothing had been done when I saw the check engine light still illuminated. •\tTheir response also ignores the fact that I spent hours locating my warranty information due to their delays, and that I had to take my vehicle to another Ford dealership—at additional inconvenience to me and my family—because Parkway Ford did not communicate or follow through. None of these issues were addressed before they “closed” my case, and none are acknowledged in their public reply. For anyone reading this review, I would recommend considering other Ford dealerships in the area. My experience with Crossroads Ford has already been significantly more transparent, communicative, and professional. I stand by my review and hope this additional context helps other customers make informed decisions.

Ian Dodson

★★★★★

a year ago

I was traveling to Winston Salem from Pennsylvania this past Tuesday for work. On my way down I had an issue with my F150. I got it over to Parkway Ford, they got the truck in same day, located the park and had it repaired in time for me to make it home as scheduled. The customer service was outstanding.

Vest

★★★★★

2 years ago

Truly the best experience I have had at any dealership. Drew is the absolute best. It really changed my mind about dealing with a factory dealership for service. Well worth the cost. Thank you Parkway Ford!