Appel Ford, Inc. — Local services in Brenham

Service dept is awful. My nearly new vehicle, (less than a year old with 6,077 miles on it), sat there 8 hours for a 10 minute fix. Had scheduled an appt. 2 weeks ago for 7:30am, called to check on it at 1:30pm, Mary said she would check and call us right back. After 2 hours and no return phone call, we show up and she tells us they're working on it right now. Within a few minutes it was brought up front. We paid for an inspection we had done bc she insisted on trying to get the fix approved thru warranty. Opened the car door to find the part was never installed. Went back inside, visible unhappy, and she told us the mechanic thought it was just a warranty inquiry. WHAT?? We had already told Mary 3 weeks prior to order the part and we would pay for it. We didn't have time to wait for warranty approval. At this time, Kevin, from inside his office (and behind a ficus tree), hollars out "we have to take pictures for warranty and order the part."...fully unaware we had already taken care of that 3 weeks ago! Mary tells us to run our errand that we needed to get done and it would be ready when we got back. Literally 10 minutes later the part was installed and the vehicle was ready. It's now 4:00pm!!! Obvious lack of communication between service advisors and mechanics. No apology, just their go-to excuses about how busy they were. Which was the main reason we had them order the part 3 weeks ago and scheduled the appt. 2 weeks ahead of time. This isn't the first time we've experienced poor service but it's defintely the last. We left and immediately traded off our vehicle a few minutes later just so we never have to deal with cheap, plastic Ford products, Appel Ford, their incompetence and their condescending attitudes again.

Go ahead, Kevin. Your turn to explain why I'm wrong and you're right with your rebuttal. Or just save it and apologize bc you know our experience was accurately described here. Your service dept. dropped the ball and you know it.

Warning for future Ford buyers: Ford factory warranty is a third party company that will find every reason NOT to cover issues. Cheap plastic back window switches that were NEVER used but cracked and fell apart weren't covered due to "excessive force"! 😆😆😆😆 Over $70 in labor for something that took literally 10 minutes.

⚠️Update to response from the GM: Kevin told my husband, just this morning, that Ford factory warranty is through a 3rd party. Those were Kevin's words, not mine. If Appel Ford really wanted to resolve the issue, they wouldn't have charged me over $70.00 in labor for a 10 minute repair. You seem to have missed my point completely. This has nothing to do with the part not being covered under warranty. We even told Mary we'd pay for it. It's the incompetence, lack of communication and condescending attitude of the people in your service dept. That's the issue. We bring this particular vehicle from San Antonio to get serviced. (well, not anymore!) Which is why we always made appts. well in advance. A whole day was wasted over a 10 minute fix! There's no excuse for that. The fact that we'd rather get rid of our nearly new vehicle than to have to deal with your service dept. should tell you all you...

On a recent trip from my home in Montgomery to the Hill Country, I experienced an unexpected detour that I now know was nothing short of God’s protection. Warning lights came on in my SUV, and I felt a strong pull to turn around and head back 15 miles to Brenham. That decision, though inconvenient at the time, turned out to be a divine appointment. I was traveling alone with my six-year-old son, a fully loaded SUV, and two dogs—one of them just an eight-week-old puppy.

My husband called ahead to Appel Ford and spoke with Mary, who told him to send me their way—that they would take care of me. What a profound understatement that turned out to be. Mary and the entire Appel Ford team went above and beyond anything I could have asked for. What could have been a stressful, overwhelming, and potentially dangerous situation was handled with such grace, kindness, and excellence.

They were busy—no doubt about it—but they made room to inspect my vehicle quickly so I could get into a rental. Mary also reminded me that I had a Premium Care Package I had completely forgotten about, which helped tremendously with the rental process.

What touched me the most was the way they cared for my whole family. The manager noticed I was lowering the windows for my dogs and invited me to bring them inside where it was cool, simply asking me to clean up if needed. The staff kindly helped with my son—offering him water, cleaning up when he spilled, showing him the restroom, and even watching him while I moved our things. They greeted and played with my dogs. Their kindness wasn’t just professional—it was genuine.

But Appel Ford wasn’t done. The very next day, after repairing the sensor issue, they called my husband to report that they had heard a concerning roaring noise during the test drive. Upon further inspection, they discovered that the front driver’s side wheel was so loose that it literally came off when they removed the hubcap. Their attention to detail and their refusal to dismiss what could have seemed like a minor issue quite literally saved our lives.

When I returned to pick up my vehicle, they once again went the extra mile, processing everything quickly and offering to help me transfer all my things back from the rental.

It would have been easy for anyone at that shop to say, “We’re too busy.” It would have been easy to overlook the sound, to do just the minimum. But they didn’t. Because of their diligence and compassion, I am here today with my son and my dogs—safely back home with my family.

Words cannot express my gratitude. I will be a customer for life. I’ve already told everyone I know and will continue to tell them—it is worth the drive to Brenham for service like this.

I am reminded of Psalm 91:11-12: "For He will command His angels concerning you to guard you in all your ways; they will lift you up in their hands, so that you will not strike your foot against a stone."

God’s protection was evident that day, and Appel Ford was a vessel of His provision. Thank you for being the hands and feet of Jesus in the way you served me...

We recently tried to purchase a vehicle from Appel Ford without success. All seemed to be going well up until today. We received our first quote on the white F150 below on the 23rd. It was out of our price range and advised we were trying to stay between $43500-$44500. We then requested a quote on the gray F150 below. This morning we received a quote for the white F150 as listed on the quote, while it was above $44500, we were happy with it. My son (whom I'm assisting with his first vehicle purchase called to finalize the deal) only to be told that the quote attached below was not for the white truck even though all of the information says otherwise. After some back and forth we received a quote for the gray truck. The quote was a $1000 more than the vehicle is listed for online. At this point being a parent, I stepped back in to express my concerns. No resolution was reached as I was told by our salesman that the dealership would not honor the quote they provided, or the price listed on the internet of the gray truck. Our salesman stated that "he just does what the manager tells him to do".

This does seem out of the ordinary for a dealership with a 4.7 star average review. I have added the quotes and other information to support my review.

*Update, following feedback from dealer. We were accused of trying to "strong arm" the dealer with this review into getting the quoted price that we were sent. I most certainly advised the dealer that I would share my experience via this platform. To which the salesman replied "do what you have to do" I have stated facts and added photos to support. Additional details include: As per the sales manager the quote was generated by the dealership's computer system and they are not at fault that it was wrong.

We were also told we were falsely claiming that the internet price and the quote price were not the same. That is why I included the price as listed on the internet and the price listed on the quote which clearly shows a discrepancy. Apparently, there is an online price, a market value that is different and in some cases a discount that contributes to a selling price. So the price goes up to come back down. (The quote for the Gray F150)

From the Sales Manager to my son: " I hate to tell you buddy, but this deal was over before it started"

I stand by my review as I have nothing to gain other than possibly helping someone catch and or understand any discrepancy that may arise when trying to purchase a vehicle from this dealership.

As the dealer stated it's probably best that we do not do...