Serra Ford Farmington Hills — Attraction in Farmington Hills

The technicians at Serra Ford were able to diagnose and fix a problem with my failing auto start stop feature on my Expedition that a previous dealership couldn’t/wouldn’t fix because they couldn’t reproduce the “problem” I was experiencing even though I had ample video and photo evidence to state otherwise. The technicians also repaired my faulty cup holders that were sagging down at the cost that my warranty was willing to pay as well as the diagnostic fee which ended up saving me about $300. I couldn’t have been more appreciative of this technicians willingness to go above and beyond for me because he didn’t want me pay for the diagnostic and then not be able to get the problem fixed. (I cannot remember what his name was but I was so very thankful for his kindness and generosity.) They also tried repeatedly tried to figure out what was happening with my transmission and although they ultimately weren’t able to help me get a diagnosis without tearing it down(warranty was refusing the work unless a diagnosis was apparent) I am still experiencing issues with this unfortunately and Ford has two active TSB’s on my 2020 Expedition for the same transmission issues I am experiencing but unfortunately until it gets bad enough or it fails completely then I’m pretty much screwed until then. It’s very unfortunate to pay so much for a vehicle and not be able to get the problems resolved. But I 100% do not fault Serra Ford for this and know that anything with Cars unfortunately is a game of hide and seek and if the tech’s can’t get it to reciprocate the problem I’m experiencing then there’s not much they can do. Serra Ford was a true gem and pleasure to work with in comparison to the other dealership and they always had a loaner vehicle for me to drive as they kept my Expedition for nearly 2 months as they competed the work that needed to be done while also trying to get my transmission to act up. Emillie my service tech was absolutely phenomenal from our first conversation. She was so kind and caring and just made me feel validated and heard. I appreciated her help and how attentive she was to me and always updating me as things were being done to my vehicle. Thank you for your outstanding service Emillie and thank you to everyone who played a roll in working on my vehicle while it was in your care.

PSA: My Expedition had a TSB for each of the issues that I had brought my vehicle to Serra Ford for. The Transmission has two with the most recent being released in February 2025. Stay up to date on your vehicles TSB’s and recalls, seems like Ford motor company as a whole has some issues to fix. So if you need your Ford vehicle fixed or looked at Serra Ford is the...

had the fuse 27 issue but thought it was good bc i watched another dealer check it and say it was good so i checked that off list otherwise would’ve been that easy so it kept happening and then i replaced fuel pump driver module 2 bolts and a connector and still happens so take it here and after like 6-8 hours they finally call me and insist it’s the driver module that was the issue even through i just got it replaced so they just replaced it again and charged me 600$ for 2 bolt and a connector and a 80 dollar part 520 dollars labor for 2 10m very easy to access and a connector and it was just done so super easy to get those bolts loose again so anyways leave and boom stall again limp to auto zone 5$ for 10 fuses been good ever since also they tried saying that the fuel pump module was bad and even wrote a fake report for me to go get my money back from my trusted mechanic and he said he never had it happen ( a part be faulty from installing) which i agree because IT WASNT, THIS DEALER JUST WANTED THE MONEY AND KNEW PEOPLE WOULD TRUST BECAUSE THEY ARE SUPPOSE TO BE THE ONE YOU CAN TRUST liars just liars insisting it is this when i told you its been replaced and then when i leave the place it happens again 600$ for 2 bolts and a connector in a very accessible place and just for it to be wrong well i guess if they fixed the real issue a fuse they couldn’t have made any scamming money off me and shouldn’t have been able to at all anyways it’s robbery all that just to replace a working part x6 the price what it should be ( i got installed for 100$ ) and for me to still have problems and have to limp it to auto zone to fix myself wow do better and it’s crazy because how do you not check the fuse box when it’s a known issue with 12 gen fords they could’ve got me if they would’ve replaced fuse bc it wouldn’t have happened again and i would have thought they fixed it but they didn’t even do that just straight scamming replacing a working newly installed part for 6x what it should cost and STILL NOT FIXING THE PROBLEM AS A DEALERSHIP ITS SO INSANE TO ME and A SIMPLE HOOD POP AND FUSE BOX OPENING ISNT INCLUDED In the 100 minimum DIAGNOSTIC fee OR YOU JUST THAT LAZY what do we pay diagnostic fee for if you guys didn’t even do that simple 10 second check on a known issue such a known issue they sell a relocation kit for it but their techs don’t know what their doing or how to be competent because if they did when they see the 12 gen having a stall no start that should be the first thing they check but no stealership...

I've had two bad experiences recently with the service department at Serra Ford. First, they wanted to keep my car several days to diagnose a Ford Pass issue. I couldn't afford to be without my vehicle, so I respectfully declined.

Next, I had my Ford Edge in for a transmission diagnostic. The Service Advisor texted me initially saying they would be in contact with me throughout the process. I attempted several times over the next 12 days to get an update, and only received one reply (in all caps) about my vehicle. The service rep said a technician was looking into it, but wouldn't provide any details or updates. I even tried to call in to speak with her, and was told she wasn't at her desk, but that my vehicle was being worked on. On the 12th day of waiting, I texted the rep that I would like my car either returned by the valet service, or I would pick it up. Still no reply.

I ended up driving to the dealership and had to speak to another person. There was confusion about the status of my vehicle, and in the end, it appeared the diagnostic was done with no issues found. However, the service rep at the dealership couldn't tell me when it was completed, which could have been days earlier. SO FRUSTRATING!! Some the worst customer service I've ever experienced!

I've been going to this dealership for years, and always had a good experience when it was Tom Holzer Ford. The service level has declined dramatically since Serra Ford took over. I guess I need to find another dealership.

Update: The Service Director at Serra Ford - Farmington Hills reached out to me. We had a good discussion about what went wrong with the service on my vehicle and how improvements can be made going forward. I was offered a credit for the transmission diagnostic I paid for in hopes we can try again in the future. I appreciate the concern that was shown in...