Power Ford - Service Department

Shelby Lem

★★★★★

2 years ago

Jacob Ortega in the service department is awesome. We experienced a major mechanical breakdown while traveling across multiple states. He got us in fast handled the warranty company and got us back on the road. Thank you!

Steve Aragon

★☆☆☆☆

2 years ago

I brought my vehicle in for issues with my transmission on Augest 14th. I was helped by a service advisor named Jacob Ortega. I was told my issues were caused by a recall for my vehicle. Jacob told me and set the expectation that the part would be in between 3-5 days max. I said okay and left my only vehicle. Three days passed, then five, and no contact. I had to call to get an update. I was frustrated as I had to call him. He did not seem concerned or sorry that he broke his commitment. Excues were made, such as the tech is backed up, and now the part isn't available. I was frustrated. I dont like to be lied to. Jacob told me he talked to the tech, and it would be a few more days to a week. I said okay, even though it's been over a week without my main mode of transportation. I did ask multiple times about a loaner vehicle or rental compensation. I was told they no longer provide vehicles or rental compensation. A week passes, and the only contact I get from Jacob is a non-personal text message saying they are still waiting on the part. I took that as lazy and unsympathetic, like I did not matter at all. Another week passed, and another, and now it's been five weeks going on six. The last text I received was on September 12th. Again, stateing they're waiting on the part. It's now the September 22nd. I have been without a vehicle for six weeks! It has put a stress on my life, my friends and family, and I is causing me problems at work. Having reliable transportation is a must. After I had to call in again. I spoke with Jacob, who was unconcerned and had sarcastic responses. At one point, Jacob told me to come get my vehicle. I told him I needed to speak with his manager. I spoke with the service manager, Brendan Orth. After being cold transfered. I had to explain my situation all over again. Brendan told me the same things Jacob did, that they're waiting on the part, and they're backed up. I asked about loaner/rental compensation. Brendan told me they might be able to help, but they have to submit a form and get approval. Brendan informed me that there is a 3 week waiting list for loaners, and rental compensation is $35 a day if it's approved. I spoke with corporate about the loaner/rental compensation during the six weeks I've been waiting. I was told by Ford Motor Company that the loaner/rental compensation is up to the dealership. I hope to get this rectified. It's really frustrating to have to call, email, and constantly be in the dark about your vehicle. Even having to take the time to write this review in hopes that a company will start taking care of its customers is ridiculous. I was told by Brendan Orth that my vehicle is safe to drive. After talking with Brendan at length, I am now aware that I can pick up my vehicle and will wait for the part to come in. Good communication could have saved me a lot of time, trouble, and frustration.

Joseph O'Dell

★★★★★

Edited 2 years ago

Updating my review. I have had my vehicle serviced at Power Ford a couple times for routine maintenance and to diagnose and fix an issue. I have only had a good experience with the service department including the Quicklane department. Straightforward to schedule an appointment, timely service, good communication from staff, and all services met expectation. Will continue to take my vehicle back to Power Ford.

Jennifer English

★★☆☆☆

a year ago

Made an appointment for oil change at 10:30 by noon they hadn't even gotten to my car. Why have appointments if you can't honor them? Previously to this time I had service work done, including an engine air filter. When I brought it in a few weeks later for something unrelated the service tech said I needed an air filter. I reached out to the service manager and never got a response. Sad to see it, but this place has really declined since the Bob Turner days.

mikeome7

★★★☆☆

2 years ago

Service is expensive, and they're always too busy to answer the phone or return a call, yet each time I've gone in, there's 3-4 people hanging out around the desk in the drop-off area. This time they didn't even say "Hello;" it felt like I was interrupting their convo. All of that said, I've always been able to get my vehicle taken care of relatively quickly. So far no issues.

Joe Macias

★★★★★

a year ago

One time experience, I was treated like a "real customer". We'll see how it goes forward.Seth was outstanding, went back yesterday felt just ok, different person. Customer Service is about the customer "NOT" the company. Otherwise call it "Company Service". See what happens to your Stock. So far it's been Good!

Review King

★☆☆☆☆

a year ago

I took my vehicle in for work with Darren told him the issues my vehicle was having they kept my car for almost three weeks for an oil change and diagnostic when I received my vehicle your idiot of a mechanic said it was a water bottle in my trunk making noise. I let a month pass I called darren back who showed no concern at all for my issue they did not resolve. I took my car to a local shop (el vecinos) they did diagnostic for free and figured out the issue and showed me the center support bearing was trashed. Screw you power ford you guys suck for real I've had nothing but bad service since I bought the vehicle brand new from you guys.

Pamela

★★★★★

4 years ago

I purchased my Hybrid Escape in 2021 and had a little squeak with the driver door and when I took it in the service representative identified the issue right away and it was taken care of immediately and I had my car back in half a day. Recently there was a recall that was also taken care of quickly and efficiently. Fred EChavez was so professional and friendly it really made my experience pleasant. In fact everyone I spoke to were extremely attentive, friendly and helpful. This is the third vehicle I’ve purchased with Power Ford and I will always recommend to friends and family because of such great service. Thank you!!! Pamela Reeves

Megan Anderson

★★★★★

2 years ago

A HUGE thank you to Joseph Silva at Power Ford. My husband and I were passing through the city of Albuquerque and noticed that our 2022 Ford Bronco was overheating. We got towed in and at approx. 8:15am.....Joseph and his manager did all they could (with many issues to get through) for us and got us back on the road by 2:00pm. Chris and myself were absolutely impressed with top notch service. Salem, OR Ford Service dept. needs to take lessons from this dealership! If we could give more than 5 stars we would. Thanks again Joseph! Many stories have been told already back home about how good of a job you guys did!!

S Fel

★☆☆☆☆

a year ago

I wasn’t going to post this but I’m still angry. I made an appointment to have some minor issues looked at before the warranty expired. After leaving my truck for a day I got a call at closing informing me that it was never looked at. The advisor asked that I leave it for another day without a loaner (which I do not have time for). After talking to an advisor manager? I was told that appointments were to meet with the advisor not look at your truck. I was told that “every dealer” was like this. Which is not true, I’ve owned both a Subaru and BMW recently (Post COVID) and have never had that experience. When I pushed I was given every excuse in the book, about how there is a labor shortage, the industry bla, bla, bla (Stop using COVID as an excuse 2020 was almost 5 years ago now). Basically Power Ford has two layers of appointments, from what I presume is to increase the number of people they can take. Rather than say just having an appointment to have your vehicle looked at even if it’s further out. I wish I could waste their time. So sick of these company’s that feel they don’t have to offer basic service and respect. My warranty has now expired and they were unable to even document the issue and put in a ticket. I WILL NEVER BUY ANOTHER FORD AGAIN! Nor will I work with a dealer that wastes my time or tries to gas light me when I call them out. Don’t waste your time or money with Power Ford.

Sam Porter

★☆☆☆☆

Edited a year ago

I called Power Ford about a leak on the pinion seal on my rear differential. The truck has 40k miles and is less than 5 years old. My warranty is for 5 year and 60k miles on the power train. They told me it would not be covered under warranty and they would need it 10 days to assess the problem which is obviously diagnosed in 2 minutes. She acknowledged then that my warranty was indeed for that period and that it was still good but that part wasn't considered part of the power train which is a lie. I called another dealer that gave me the correct answer, repaired the problem under warranty in just 3 days. The person I spoke with at Power Ford was speaking with her supervisor so either both don't know what they're doing or Power Ford is charging customers for warranty work and also getting paid by Ford for the same work.

D Car

★☆☆☆☆

4 years ago

Worst customer service I have ever experienced. There is NO support for loyal customers from Quicklane Service Advisor Eutimio Viapando (upon entering the garage), to the Advisors inside, to the Service Manager. No one will advocate for you. They just throw you an 800# and say, Call Ford. Then, you call Ford and you get a call center (poor English comprehension) that just disconnects the call. Plus in calling back to Ford (with a battery warranty question) you get a different person each time, with a different opinion or just disconnect while they're "checking". I bought an F-250 Super Duty from Power Ford and the Service department treats you like you owe them. When talking to one of the managers (regarding this battery warranty issue) His only comment was, "How am I supposed to make my money?" That statement says it all. They are only interested in money they can get from you. I will use a different dealer for future vehicle purchases and Rio Rancho Imports for service from now on. The photo shows me (almost 70 yrs) in the service garage (on a ladder) replacing my own battery, no one offered to help me in any way! Is this service?

Michael Ferguson

★★★★★

10 months ago

We were on a road trip from Michigan through Austin, Amarillo, and headed through Albuquerque when we experienced misfiring on my F150. Not wanting to chance the rest of the trip to some sort of catastrophic failure I called one of the two Ford dealers in the Albuquerque area, the first which told me that they would need the vehicle for at least 72 hours. That wasn’t going to work. When I called Power Ford service from the first time I talked to someone I felt that they understood the urgency of the situation due to our travel plans and agreed to get me in to do an initial diagnosis the same day that I called. After re-creating the misfire condition, Justin the service tech coordinated with Taven the service advisor to get me in for a more thorough diagnosis, the next day. Every handoff from person to person was handled with care not letting me wondering who I should work with or what the next step was. Excellent communication, excellent handoff. The expectations were set by the end of the day they should have a more clear picture of what the issue was. Within about two hours I received a text indicating that the tech had re-created the situation and had a recommended plan of action. Not only did that exceed my expectation they then agreed that they could complete the service work that was needed by the end of the day and actually was done by 1:30 PM. The work was completed and I was ready to pick up the vehicle. Since we stayed quite a ways away from the dealership, they also provided an Uber to transport me back to my Campground location. And as icing on the cake, Justin provided me with a car wash pass to get my truck washed. The whole service experience was superior and I would highly recommend anyone in the area to use Power Ford service. I’d like to acknowledge in particular, Justin and Taven for their excellent handling of the situation. Thank you!

S Miller

★★☆☆☆

6 months ago

Extremely poor communication from my service advisor Ben. After being told that my truck would likely be able to be done within a week....nothing but a tire rotation had been done in that span of time. After requesting the advisor give me a call back if there would be a delay...after two days of calling with no answer and a week later, I find out that it would probably be another week or potentially longer. Horrible customer service and even worse was the flippant attitude given when I questioned him. Simply said "oh..were busy". Absolutely making sure our fleet vehicles bypass this shop for any future business if this is the service to look forward to.

A Z

★★☆☆☆

4 months ago

Yes everyone is nice there BUT my first experience was actually not good at all. Took in a truck I’ve used for 4 months for a recall- waited for 2 hours ( which I understood) but was told by Matt the recall was not done and would get a call when parts would be in. Was a bit shock so didn’t see the details. The next day i get in the truck to realize the interior roof was covered in black fingerprints a piece missing to where the seatbelt is and the black seals almost coming off. When I called and spoke to the manager “Jessica” i felt like she wasn’t hearing me out and just kept saying “yes we will take card of it” i even asked about the screen over heating “yes yes we will take a look” NEVER got a response-Ofcourse they don’t care and she told me the recall had been done so I felt very unsure. Yes they took the truck on Monday and cleaned it after 6 hours and a card to a free car wash. Sadly I just got the truck so will need to have oil change here. I hate to have a feeling of being picky. I hope this can get better, but sadly will be double checking all their work in detail from here on out.

jan d

★★★★★

5 months ago

Pro-tip: ask for Jake Meadows! We were on a roadtrip in the middle of nowhere when the check engine light came on. We googled the closest dealership and found Power Ford. At first it was very difficult to find a live person, but we left a few messages and Jake was th first to return our call followed by Brooke shortly after. Both were extremely kind and understanding of our unfortunate situation. Especially with the Balloon Fiesta making rental cars and accommodations completely impossible to find. We arrived the following morning and as promised Jake and Brooke were there right on time!! Luckily, everything checked out and we were quickly on our way! Shoutout to the parts department Jerry & Collin were SUPER helpful. Jerry gave us troubleshooting ideas and confirmed that they had the parts that the service dept would likely need to fix our error code. Great team effort all the way around! The only thing terrible was the AI operator (I think her name was Rachel) that was very difficult to get passed to reach a HUMAN.

joaquin garcia

★★★★★

a month ago

02-19, 2026 thank you Jeff Newell, thank you for your great costumer service, I had issues with power ford costumer service advisers before, but I still chose power ford for my truck services needs, today I was please that finally power ford have a person that has great costumer service, but also has empathy, understand, and values me as a costumer, either for the amount $ for the service, or what I belive that he cares for our safety. Jeff newell thank you, you really go for power ford slogan, " is not about the vehicle, is about who's driving it" I belive power ford slogan goes like that. Anyone needing service on their vehicle I recommend asking for Jeff Newell. Power ford I really hope that you value Jeff Newell potential.