Titus-Will Used Cars - Lakewood — Attraction in Lakewood

We have had a horrible experience at Lakewood ford. Nothing went well from the time we purchased the vehicle to now. Every experience we’ve had with them has been horrible. From the general manager Jeremiah V, to the service department, all the way to the sales rep deno and his boss Dustin (who lied about multiple things at the time of sale then admitted it to the finance guy when we were signing all the papers). Our latest service witch began beginning of December 2020 - 2,000 miles after my latest oil change at Lakewood ford I noticed my explore clacking like it was out of oil, so I checked it and it was bone dry, but has not leaked onto the ground once. I talked to a private mechanic and his opinion was that if it’s not leaking or heavily burning out of the exhaust that he does not think the proper 6 quarts was put in after my last oils change. I then brought it into Lakewood ford and service rep said he doesn’t think that is possible because they are supposed to check oil level before returning vehicle. He had me do an oil consumption test by marking the dipstick and driving for 500 miles, then another 400, and after that said it was consuming 1.5 quarts every 1,000 miles. So how did I lose 6 quarts in 2,000-2,500 miles? Unless the proper amount was not put in.. I dropped my explorer off on 12/29/20 and had no calls for a week or two, so I call in and Dave said they were running tests. Another week or two and no updates, so I call back in Dave is now out on injury so working with some other service rep who was not familiar with that position. After the third week of having no car they finally got us a rental, after leaving a voice mail message to the general manager asking him for a call back he did not. After that same thing over and over again no updates unless I called in, every time was same answer the back order parts are pushed out another couple weeks. Then the date they gave me would come and no call, so I would call back in and that would repeat over and over for 6 months. At some point our service adviser switched to Robert. Finally by the end of April we are told it is done, we drove to the dealership to find a new door ding in the passenger side and the entire car shakes. It was a bad cylinder they installed, two weeks later we come to get our car again. They fixed the door ding and car was no longer shaking so we take car home two days later it has blue smoke poring out of the exhaust when we start the car. The same thing it was doing just before they took it. We then called Robert and he said to bring it in on Monday, I asked if he would have another rental set up for us he said yes. We show up on Monday and are now working with Ginger the service manager. Instead of rental she finds us a loner ford explore that had Chex crushed up all over back seat and dirty service paper floor mats crumbled up in front seat. During covid they tried to give us a car that has not been cleaned from last people who used it, then they get us in a 15 GMC Yukon with 161,000 miles on it but it was at least clean so we took it. Drove it half way home to find out there is no plates on the car, the sun roof has plastic piece broken and dangling down, and center console latch was broken. We drove it back and told them we don’t want to take a vehicle that has a bunch of damage on it because I don’t want to be held responsible for damage I did not do, we told her we would bring our vehicle back in when they had a rental set up - like Robert said he would. The next morning Jeremiah the general manager called and rudely asked why we keep bringing our car there, we explained this is where we bought it at, and have done all my oil changes and service at, also they have all the records on our car. We expressed our frustration with him and instead of taking accountability for his employees or pulling the call where Robert said yes he would have a rental set up for us, he tells us he talked to Robert and Robert said he did not say that and to find a new mechanic because they can’t...

If I could give them ZERO Stars now I would. Let me start by saying that Marcus was an amazing salesperson at the Lakewood Ford! Following my sale I've sent a ton of people there way. The service department however is by far the worst I've ever dealt with.

Read this whole review clearly I appreciate abuse by a company that doesn't appreciate women and certainly has no appreciation for someone who wants to buy American!!! My review is not about the Ford Escape it's ONLY about the customer service! Cars break stuff happens, it's how you deal with it as a business.

From Day 1 I should have realized that they were treating my like a "stupid" woman. Following my initial few visits however I had problems with the BRAND NEW FORD ESCAPE 2013 I purchased. Initially small things like the sync system where I was told "it's your phone not they sync". Or when I told them the key wasn't recognizing the chip as I approached the car and the doors wouldn't open I was told "your blocking the sensor". The motherboard on the Sync system was one of the first "fixes" as I was told "well you know all this technology stuff is kinda new to us". Then there the time I got locked out of the car...you know the one that is never supposed to lock with the keys in it?? I called and was informed that I was mistaken. Oddly in the 20+ years I've been driving I never locked myself out of the car until I bought this care. Then it was recall after recall where they were neither timely nor helpful on how long service would take. Things got really bad after about 1 1/2 year when the engine needed to be replaced....Yup brand new car and the engine needed to be replaced. I inquired about the lemon law and if they didn't think that maybe there was a bigger problem. I was told I didn't know what I was talking about and everything was "fine" as far as they could see. Rentals are supposed to be part of the deal, but I've found I need to plan 2 hours to effectively drop of my car and get a rental. Nothing is streamlined! My car has literally spent months in this shop. They don't call, they don't communicate, they are rude when they do. You get assigned to a team and God forbid you don't jive you are stuck there forever. The most recent incident that is the straw that breaks the camels back is I take my car in for a broken cable shifter ... yup odd ... over a week later I go to pick it up and now my Navigation system is broken! Yes a new problem that didn't exist when I dropped it off. We drive to Lakewood to pick it up are almost out of the parking lot and have to take the car back. They don't immediately arrange a rental car for us, no they wait until 5:15 say they are leaving in 15 minutes and now I'm without a car and have a huge conference I'm planning for next week! Yup, my car is there over a holiday weekend and they are the one's that broke it! Best news yet I approach them and say hey this clearly isn't working how about we fix it by trading this for something and they give me a line about "We want to do right by you and help fix it" They offer me a worse deal then the Chevy dealer up the street! You want to fix it? Really? Then do right by your customers!

Word to the WISE...Don't buy here....certainly don't service here...Don't believe what they say...Just stay away. We went and bought a Volt today, service was awesome and Good Chevy in Renton even gives us free oil changes for life! Gosh...It sounds like Good Chevrolet really wants...

At first I felt that the customer service was great... the guy I worked with in service seemed nice and helpful...the not so great part was when all the prices for little things. I originally went in after buying a 2011 f350 from another dealership to have it inspected. I was told the inspection would cost $120, the night before I was supposed to take it in, the check engine light came on, so I asked if they could check that. they said they could but the check engine light diagnosis would be $180. I then asked the service guy why it costs so much to plug the code reader in to the truck to see what's wrong when I could just go to auto zone and have the codes pulled for free, he explained to me that yes I could do that but autozone or any other auto shop would not be able to tell me exactly what was wrong just from the codes. He said that they go in and look everything over very thoroughly... I found that to be lie when I went in to see what the codes were. I had a P0401 which means EGR low flow and that code was followed by P2457 which I found out means the EGR cooler needs to be replaced. He told me that they would go in and find out exactly what was wrong, all they did was tell me what auto zone would have told me. I took those codes while I was standing there and put them in to google and within a couple minutes I found fords maintenance fault tree, where is says with these fault codes change EGR cooler....they literaly pulled the codes and typed them in to their computer system and told me exactly what that said... just that for $180??? yeah right! never let for do and engine light diagnostic! they also told me that when they did the first inspection that cost $120 they found and engine oil leak... I know for a fact that they knew where it was coming from but they didn't tell me... I asked them what the cuase was and he said itd be another $120 to diagnose it! the oil leak was just coming from the oil pan gasket... very easy fix. but what the hell is the point of the first inspection if they are going to find stuff that is obvious but make me pay money for them to tell me the info that they already knew. They also tried charging me $30 for air! My tire pressure light came on right before I took it to them as well, they put the right air pressure in the tires and the light went away and when I looked at the invoice they tried charging me for the tire pressure sensor retraining when they didn't even do that! Huge Snakes!!! they charge you for every little thing! I will not ever be going back to this...