University Ford — Local services in Huntington

We took our vehicle in to University Ford for work that was ultimately covered under the warranty we purchased. We were told by Kodie that if diagnostics were ran and no problem was found, we would be responsible for diagnostic cost. However, if the problem was found and claim filed, we would not have to pay for the diagnostic fees. I have heard many horror stories about warranties so asked several clarifying questions regarding this. Initially they said the tech was unable to replicate the problem but my husband asked they check again because the problem was happening every time at start up. So, they checked again and the issue was found. This was on Thursday(9/4). We were told by Kodie that she had been too busy to file the claim that day, so on Friday (9/5) I called (multiple times before anyone answered) to ask about the warranty and about a rental claim. When I finally spoke to Kodie she said the claim was still processing. I asked about a rental claim and was told it “wasn’t processed far enough for that yet”, so I called the warranty company who told me that a claim had not even been filed yet. No record of a call in from the shop at all. I decided to give them the benefit of doubt and wait until Monday (9/8). On Monday, my husband gets a call from Kodie and was told they got the claim covered but we will owe for diagnostics. Based on what she had previously told us, I believed that once the claim processed we would not actually owe the $170 for diagnostics. We were told it would take a couple days to get parts and then a couple days for the work. On Friday (9/12) we called for an update and my husband finally spoke to Kodie who said it was not finished and would be sometime the following week. My husband called on Wednesday (9/17) to check progress and was told that our car was finished. Kodie stated she had called on Monday (9/15) but no answer and voicemail was full. No missed call from them on Monday, Tuesday or Wednesday. How long would we have been without our vehicle had my husband not called again asking for an update?

At time of pick up we said we had questions about the diagnostic fees and were immediately met with a defensive attitude from Kodie, where she argued with us about what SHE had told us and tried to blame it on the warranty company attempting to make the shop look bad. She said she would have to go get her manager to discuss it further, so we agreed. I’m not sure of this guys name because he never introduced himself or bothered to ask us what was going on or how he could help us, but instead immediately went into defense mode, arguing with us infront of several other customers in the lobby, slapped the papers on the counter and said “You’ll pay the $170 or the car stays here”. There was no apology for the misunderstanding nor was there any attempt to make the situation even somewhat right. He said he has to “pay his techs somehow”. I explained that I have no problem paying for something that we are made aware of, but we were told by his employee that we would not be responsible for diagnostics if a claim was filed. It was never about whether it would be covered under the warranty. This manager is arrogant and is not customer friendly. He also told me “you got $4k worth of work for only $170” to which I replied “Yes, because I PAID for a warranty that covers it and PAID YOU for the work”. We ultimately paid, found our vehicle on the lot and will never do business here again. We got home and discovered greasy handprints (easy to see as the vehicle is white) on several areas of the car as well as scuffs and damage that were painted over with a paint pen. My dash cam was also removed from the windshield, unplugged and put in the passenger floorboard which I found to be strange. Being that I did not have a great interaction with the manager last night, followed by the damage found, I feel its important to leave this review so others can reconsider bringing their vehicles here for service.

*THOUGH THEY REPLIED STATING THEY WOULD REACH OUT TO US, AS OF 10/04/25...

Honestly, probably the worst experience my wife and I have ever had with a repair. We're in our 40's and have owned many cars and had many repairs. Bold faced lied to us and deceitful info over the past few days. 2011 explorer. A simple warranty repair (that Ford initiated about a random recall to fix our steering issue ... main reason for bringing it in) which turned into an absolute nightmare. I mentioned that we had a check engine light on, a water leak in the rear and an airbag light when I brought it in for the steering issue warranty repair. I figured since it was in their shop they could take a look at the other stuff and let me know what it would take to fix the other issues (their suggestion). Of course I said yes when she called me and explained a diagnostic fee to check the airbag light and check engine light (paid the fee in good faith). Water leak would be the body shop next door (no problem). They said that a new steering rack would fix the steering wheel issue and that it wasn't covered under warranty and it'd be over $1000.00 (ummm. What are we here for then? Pretty sure we were told to come in for a warranty issue to fix the steering issue) Then they called back and said it was covered under a warranty repair (less than 1 hour later after I said no thanks to the $1000.00 charge ... pretty shady if you ask me) Don't go there if you want to be treated with thuth, honesty, and integrity. Anyway ... they say the airbag light would be around $340 to fix, and the check engine light was a gas fill tube that would be another repair for a few hundred. I told them just fix the steering. They order parts and schedule it in a few days. I go to pick it up and it's a new story of how they broke off a few bolts and it took longer but they said it probably needs a new ball joint and tie rod to fix the steering. Ummmmm. Excuse me? What did you just fix? Our car's steering is still jacked and it was much worse the moment we drove it out of the shop. I've never been so disappointed in a repair shop in my life. Do not trust these people. "Steer" away from taking your vehicle there for work. I will not be going back and I hope for their sake they don't try to "make it right" after seeing this. They've lost our trust. We won't be back and we'll be telling everyone we know not to take their vehicle here for work. So...

To start off I didn’t plan a 700 mile trip to buy a truck. But after driven 350 mile getting eveything loaded lo and behold the truck wouldn’t crank. So I called around looking for a fuel pump no one had one and then I had this bright idea I’ll get a uber to a dealership well there service department was closed. So if you ever want to know what it’s like being Up the creek without a paddle, we was there. Went to 3 dealerships Moses GMC and the Nissan dealership along with Moses used car dealership. Well that lasted only about 45 mins before we reached out to a uber and they sent us a driver. This guy tell us hey there’s a ford dealership about five minutes away so we agree and take off. Well as we are in a strange place we pull up and before we open the door there this young man who greeted us with how can I help you today well I thought and even spoke out loud I don’t have any vaseline or KY jelly so take it easy. That seemed to get a good laugh. But the young man was Stephen hope I spelled it right . But between him and the guys at the sales window and even the Finance manager went out of there way to make our day better. They got us into our vehicle oh and the truck that broke down the one no one had the part for the reason we were stranded, I know your probably thinking we are going back to get it well that’s not the case the took it in. Oh I didn’t get what I thought it was worth but let me ask would you buy a truck that did t work for any amount oh they did yep they did. This team of guy became a group of hero’s in our eyes. We drove off that lot in a new truck. With a sense of security that it wasn’t what expected to do today but things happen and the team here went above and beyond there call of duty to make sure we got home. For the staff thank you so much for turning our crazy day into a great day. Also to Stephan our sales guy you were amazing brother if I had 2 sale guys like you I could make millions. To the Tim thanks for stepping in to help when this could have gone a different way and to our finance guy thank you . Amazing team here. With all that being said we got home at 11 last nite safely....