Bob Maxey Ford — Local services in Detroit

2/2/25 - I am editing my original review from 1 star to 3, as the service department did eventually work with us months later to reimburse us for the rental car we needed to complete our out-of-state move while our car was at the Bob Maxey Ford service department. While it was still a frustrating ordeal and I would be hesitant to use them again if we were in the Detroit area, I do appreciate their attempt to rectify the situation and their response to my original review. I do not recommend Bob Maxey Ford for service.

My husband’s car was towed to their service department on 8/5/24 due to an issue with the gear shift. He called ahead to ensure they could take his car and was told it would not be a problem.

By 8/16, 11 days later, we hadn’t heard a word from them. My husband called to check on the status and was met with a series of excuses. They informed him that there was only one mechanic who could work on hybrid cars, and he was stumped by another vehicle that had been in and out of the shop multiple times for three weeks prior. We were told that they couldn’t even look at our car until they figured out the problem with the other one. This seems like a highly inefficient system, as I'm sure that one mechanic was not working on the problem car for 8 hours every day, which they later confirmed (so what is that mechanic doing all day?). We did not understand why they couldn't look at his car to even get an idea of what the issue might be. We asked numerous times for them to pull the OBD codes, which takes less than 5 minutes. Other dealerships we called confirmed they would be able to do this easily if we could get the car towed to them, which we did not want to do on our own dime.

What’s even more infuriating is that when my husband informed them that we were moving out of state the following week and needed the car, their response was an unapologetic, “that’s not gonna happen,” when we suggested they tow it to another dealership that could actually fix it, or even just diagnose the problem more quickly.

On 8/21, in a desperate attempt to get some clarity, we called again and begged them to at least look at the car to diagnose the problem before we moved. They assured us they would and promised to call back. They did not. We ended up having to rent a car to complete our move.

We didn’t hear anything until 8/26, two days after we had already moved out of state. They told my husband that they pinpointed the issue and it would only take one day to fix. We waited over three weeks for them to even look at the car, costing us time, money, and peace of mind, only to be told it was a simple fix that could have been handled within a day.

I don’t expect a dealership to overhaul its entire process for one customer, but I do expect them to take responsibility after three weeks of no updates. Even a minimal display of care and urgency in rectifying our situation would have been appropriate. Had the repair required extensive labor and time, the delay might have been understandable. However, the issue was resolved in just one day after our prolonged wait, which not only caused significant inconvenience but also led to hundreds of dollars in unnecessary rental car fees. This lack of empathy and efficiency in their service is unacceptable.

Throughout this ordeal, the service department at Bob Maxey Ford lacked compassion for the delay or our situation and was unapologetic when it came to their lack of communication. They made no effort to expedite the process, even after being informed of our urgent need of our vehicle for our move. Their lack of consideration and poor communication is a clear indicator of their disregard for customer service and satisfaction.

I strongly advise against using...

I typically don’t share unsatisfactory reviews but here we are. I truly hope that my experience at Bob Maxey was an anomaly.

I purchased a 2023 Ford Escape in July of 2023. Alex was the salesman that I worked with, he was extremely friendly, helpful and patient as I transitioned into another Ford vehicle. The buying process was pretty simple and Alex followed up with a nice card to congratulate me after my purchase. 5 stars for Alex.

Fast Forward to May 15,2024 10 months in my new vehicle and my check engine light and a Shift system message appeared on the dashboard. Any car owner knows this is the LAST light you want to see come on in your vehicle. I immediately brought the car in but was told that no service could be conducted without the error message being on display despite showing proof via the app and picture evidence. Unfortunately, not even 30 minutes after leaving the service center, did I experience the alert via the ford app and on the dashboard of the vehicle. I returned the vehicle and signed up to receive text alerts about the status of my vehicle. After 2 days of no alert or update about a loaner vehicle, I reached out to initiate that process.

Just two weeks after receiving the loaner vehicle, I was informed that it had to be returned due to a recent sale, and no new information was available on the repair of my car and that it was in line for repairs. At this point, I was still unaware of what The technicians at discovered and what repairs they anticipated it would need.

The first loaner vehicle was sold and had to be returned, the second loaner was given to me with 832 miles on it which left me with limit travel to stay within the allotted 1,000 miles. I exchanged the limited miles vehicle for my third loaner vehicle within 3 weeks span.

As a new car buyer, I expected a smooth, reliable ownership experience, not repeated loaner car exchanges. 3 loaner vehicles and 4 weeks and 6 days later, My vehicle is finally back in my possession.

The service departments lacked communication until I sent an email to the service employee, the service manager , and owner. The service manager did call less than an hour after my email, which was the first time I actually got an explanation as to what the diagnosis was. I never received any follow up communication from the owner and he was unavailable when I stopped by days after my email.

This experience has left me with absolutely no confidence in this dealership, I wouldn’t recommend a single person. I will not be back here until it is time to return my lease. Despite my experience, I truly hope this was a one off situation and adjustments are made to the communication process from the...

I bought a used car from them in 2020. Xavier was awesome. At the time of purchase I bought a warranty, but unfortunately due to a car accident progressive totaled the car out. I had since replaced the car and had called the warranty plan company and advised them that I had replaced the car with the same model vehicle with lower miles and the color was different. The warranty company told me that I could not transfer the warranty to the new vehicle but send them paperwork and they would refund money for a portion of the warranty.. I did. The warranty company told me because I financed the warranty that they reversed a portion of the warranty amount to my bank and that the dealership should return a portion of the amount. On multiple occasions, I talked to the warranty company and they said they would notify the dealership. On Jan. 6, 2022, I decided to call the dealership to see where the money was at after checking my account and seeing that the finance company refunded their portion. The dealership tells me that they were not aware of any money owed back to me. They asked me a few more questions then they started providing me with info that only the warranty company would have gotten directly from me. On Jan.25, 2022 I take the day off from work to see what is going on. They advise me that the hold up was due to the store manager having to work at their other location because that manager there quit unexpectedly. They follow up with they have to check with the warranty company but they will call me to pick up my money in 4 to 6 weeks. However, they didn't have to check with the warranty company, because while sitting in the dealership office, I called and we all spoke to an advisor because they still was asserting that the warranty company never contacted them, but they did and they provided all the details. I told them pay me interest if it is going to take that long because my money is being tied up in their accounts making money not my accounts. They told me they couldn't do that and assured me that I would have my money in four weeks because they had the proof they needed. Four weeks has passed since I had been into the dealership and 6 weeks had passed since I had talked to them on the phone and long passed since the warranty company notified them. Now, I am irate and I can't trust them becauseI still don't have my money. When I bought the car from them I paid for it in cash. I am not willing to accept a business check from them anymore because of the deceit and fear that they would issue a check then cancel it before I could deposit it. I want cash or a...