Sewell Ford Lincoln Parts & Service

It wasn’t long ago that Sewell’s service was second to none. They obviously prioritized customer service, and every encounter with their staff was pleasant and made you believe that they were working to satisfy their customers. Sure, they were very busy and it would take time for them to service vehicles, but they were honest and prompt to address any customer concerns. Well, it appears that this is no longer the case. The staff we dealt with over the last few weeks is a far cry from the Sewell that we came to know. They have been incredibly rude, uninformative, and have done nothing to address our concern or work to communicate with us regarding the service of our truck. An appointment was scheduled several weeks out for an oil change and to assess for rough idle on start up. We dropped off our truck at the schedule day and time. We then went over 2 weeks with no contact. I finally called to see what the status was and the gentleman that I spoke to advised that they had completed the oil change, but all other assessments were inconclusive. When I asked why they had our truck for so long after finding nothing wrong with it, he became very rude and tried to use as many technical terms as possible as an excuse. I told him that both mine and my wife’s phone numbers should be available if they had any further questions or concerns, so there was no reason they could not call if further information was needed for diagnostic purposes. Instead they had been wasting our time by allowing for our truck to be driven only two times in over two weeks with them not being able to determine any obvious issues. As stated previously, I have dealt with Sewell on many occasions and accept that service in this area can take time, but their customer service and communication made this excusable. Now they are saying that the truck is ready, although they were unable to determine any issues with the rough idle. We also did not receive any calls or communication to alert us that they weee finished with our truck. I had to call again several days later for them to tell us that it has been ready for a couple days. The level of professionalism has diminished significantly over the last couple years. The customer service oriented reputation that made Sewell so great is no longer a factor when dealing with Sewell’s staff.

Why do y’all bother to be open on Saturday, no one answers phones, your parts people feel writing a email is more important then getting a part that was already called in an set for will call, then not even listen when you give them your information because they are too busy doing emails but pretending to listen to the customer…. Also have your phone answering receptionist calm form when answering the phone cannot even understand what they say when the “greet you..” been trying to call today 3 times 10 minute hold once then they picked up an hung up. Called back again then the receptionist didn’t even answer. Called 3rd time still no answer 10/14/23 11am-12 pm

Scheduled an appointment for a recall and pinion seal leak on my F-250 and gave them specific directions I only need those services. However when I picked up my vehicle the service department went ahead and resurfaced the rotor as and replaced the brake pads on all axels without my approval. On top of that they decided to change my cabin air filter that was just changed by the oils change place one day prior to my appointment. Next there were parts for the glove box and cabin air filter housing left in my passengers side seat that I had to go back in and get the technician to reinstall. That took place in the parking lot while I stranded outside for about an hour. Lastly, I cannot tell as of yet if the pinion seal was even replaced because the technician did not clean up the rear differential and it still looks wet visually. You would think since this is a dealership that they would take more pride in their work. Needless to say I will not me back.

Terrible system, brought car in for a Ford recall and had to set up appointment. 4 days without a loaner car and they just looked at it today. Said they have to order the parts for the recall. Appointment was made 2 months in advance. Ford pass app was the one that told me to bring it to the nearest dealership to fix. Very terrible service would not recommend.