Oxmoor Ford — Local services in Louisville

Wow. If I could give fewer than a single star I would. My 2021 Bronco had a recall for the seatbelt and a “service campaign,” which I have deducted is a voluntary action by Ford to see if something with the windshield wipers was malfunctioning.

I scheduled my service for June 5, 2024 back on April 22, 2024. I found a couple of days that I could possibly be without my vehicle and made the appointment for then. Because of past issues with Oxmoor Ford service not having the parts when I’ve scheduled service, I called on June 3, 2024 to confirm that they had the parts. They said they did and that it couple be up to 3 days for the recall service. When I asked if I’d be given a loaner or rental car, they said it’d actually likely only be a day in the shop, so no. They also said they don’t provide loaner/rentals for recall repairs, which is wild because I paid extra for an extended warranty and I’ve been through no fewer than 6 recalls at this point.

I gave them the absolute grace of 3 days (Wed/Thu/Fri). I called on the 4th day (Saturday) and was told they hadn’t even started working on it yet. I relayed that on Monday, I was told it’d likely be only a day and the service representative said “Well, we’ve had a lot of cars come in since Monday.” Cool. To be clear, I 1) scheduled this service back in April and 2) had an appointment for Wednesday. If they knew they wouldn’t be able to keep the Wednesday appointment, then I would have gladly had them cancel it and reschedule for another time they could work on it instead of keeping it at Oxmoor where I couldn’t drive it. These recalls were not debilitating or life-threatening. My vehicle could have been driven the entire time.

The 5th day was a Sunday and they were closed. I called the first thing on the 6th day (Monday) and asked if they had an update. The service representative was irritated and said I’d be lucky to get it back by the end of the day because there were “80 cars ahead of” me. At this point, we are double the quoted amount of time. At this point, I’ve Googled what the repair actually was and yall are going to die! It’s a tiny clip, like a chip clip that is put on the cloth part of the seatbelt (see image). Legit, I could have put there myself. A toddler would have been able to do it. I called again, because I was watching the car on the app and saw that it had finally been pulled into the garage. I called at 5:06 and they said they didn’t know anything about the status. At 5:15 the clerk called me back to say “the service technician was getting ready to call you because it’s ready.” Yeah, right.

When I went to retrieve my vehicle, my service representative was vaping and he said he had to wait for my forms to print out because the repairs were completed in less than the amount of time they expected. What?!? He then tossed my paperwork on the checkout desk and said that my review (here, I assume) pays 1/3 of their salary. Guilting me into not giving them a bad review I guess?

I did have an upcoming trip, so I asked for an oil change while they were at it (6 days ago). I try to keep all my service at Ford to keep up with my warranty, so I’ve always had the oil change done at Oxmoor Ford. In the Ford app, I also have a list of service with the prices. Last June 22, 2023, I paid $75.07 for my oil change. The year before I paid $87 as you can see in the image.

When I was checking out yesterday, after 6 days of no car for a chip clip and an oil change, my bill was $139.80. It was 5:57 and they closed at 6:00. I was exhausted, hadn’t had my car for almost a week, and didn’t feel like fighting the charges. I did show the clerk the app, which showed my last year’s oil change at $75 and she said it was impossible, but she also couldn’t find my receipt in the system. As soon as I got in my car, I found the receipt but it was too late because they were closed for the evening.

6 days…and that’s only because I pestered. They never once called unprovoked to offer an update. I never got an apology, and frankly I feel like I was hoodwinked out...

Time Frame: Roughly Three Week. This is my second purchase with the Oxmoor company, unfortunately this was not a good experience, I went to purchase a vehicle from them when my wife was struck and the vehicle was totaled which was the vehicle we originally purchased from them. which put a bit of rush on my side to make sure she had a vehicle. preselected a couple to look at that came with basic ford warranties. After purchasing a 2021 used Kia on the 17th, We took it home at the end of the business day. on the 19th my nonverbal autistic child found a smaller motor about the size of a 2 liter bottle wedge under the front passenger seat because he like to put his own stuff under there. so that was super lucky that he didn't hurt himself on it. so I took a picture of the motor over the weekend and sent it to the my sale rep Wyatt. Tuesday I called them to find out was told they was looking into this and the service department will call me back. Couple day still nothing call back nothing. by this time my passenger door now is not closing properly and sticking. getting a little irritated but still ok. Call the service department on the 30th. They tell me have to go through sales. sales (Wyatt) tells me let me find out what's going on. calls me back and tell me to take it into the service department any morning at open and they will get it right in. My wife has to get spinal injection on Thursday and my son has to get his wisdom teeth pulled on Friday later morning. so Friday seemed more doable the open at 7am. Shoot sales a message taking it in Friday morning. so I show up Friday morning. my wife, and two children in my car following close behind. pull the KIA in and get told by service department that they don't know why I am there cause sales are to make appointment and I don't have one. The service director Jason came out and met with me and set me up a appointment after my kids surgery at 1pm. Apologizes and say he going to have to talk with Wyatt and sales management about this. tells me to call the sales team at 9 am to discuss with them the courtesy vehicle I am asking for cause it they would have to set it up through sales. * important part. call in at 9am and ask for Wyatt manager Makala I believe is who I spoke with. cause I am steaming at this part. get told all sales managers are in a meeting how can she help. I re-explain everything that is happening now. she tell me give her a hour and either she or Wyatt will call me back. by 10:15. at 1130 I call back. get put on hold and disconnected. called back again. I was told that Wyatt busy with a customer and that he will call me back. in a hour my wife and autistic child will be showing expecting to drop off and go. I refused and said connect me with his manager or the gm of the place. I get transferred to Courtney he's the floor manager. a bit rude but I was too at this point. Courtney tell me they don't do courtesy vehicle and that they warranty not through them does do reimbursement for rentals but they would help with the rental anyway. I say you do vehicle cause the your website say that you do. we go back and forth and eventually get fed up and tell I am done and hang up. as mention this review and he scoffed. cool attached is a pic from their website that state they give courtesy vehicle so either they are lying to me or the company is false advertising. Either way leaves a bad taste in the mouth. it stops here because its still going on at this point. had to leave my work get my wife so service could look at the vehicle and let me know what's going on. should be this much of battle to get...

Thursday March 8th 2025 i walked into this business and knew i wanted to purchase a specific vehicle. I met with a sales representative and we started discussing numbers. They provided me a paper that gave me a specific amount they would pay for my trade in which i signed and agreed to. After i signed this paper, the sales representative told me instead of entering in 74,000 miles on the odometer section, she accidentally entered in 7,400 by mistake. This in turn lowered their offer by $8,000 on my trade in. She admitted her mistake and apologized which i respected and understood. However, instead of offering to make it right for their mistake the finance folks NOT THE SALES REPRESENTATIVE told me no. then i asked for at least half of the mistake back and they told me no again. After letting them know i would no longer purchase the vehicle the sales representative became upset with herself for making a mistake which i have done in my field as well. very normal reaction. However, after she became upset, the top salesman at this dealership addressed me across the entire showroom in front of other ford customers and employees and loudly told me to stop putting stress on the representative i was working with so everyone could hear and then turned their attention to me. At no point did i raise my voice, make any personal remarks or use profane language. It was strictly business. we finally came to an agreement to meet half way and add $4k back to my trade in. I was okay with that and signed the paper once more. Then i went into the finance employees office to sign the legal paperwork and he asked me how many miles were on my truck. Due to the discrepancy i asked him what his paperwork showed. Mind you as he is asking me how many miles are on the truck, he has a photo of my odometer that the sales representative took before the appraisal of my trade in was completed. He then began pressing me because i would not give him a number when he literally had to look down at his desk and find the answer. I found this to be concerning and coercive and declined to give a number. He then told me that i was being "ridiculous". I then explained i was a customer coming to his business to spend a large sum of my hard earned money. From that point he didn't mention it again and continued on as if nothing happened which was odd. Overall an unpleasant experience that made me feel embarrassed, not appreciated as a customer spending a large sum of money, and flat out disrespected. Will not do business here in the future. To conclude the sales representative i worked with was as nice as can be to me the entire time. She made a very small mistake that had a big impact but i understood and wasnt upset about that. I am upset with how i was treated by the other sales representative in front of the entire showroom along with whoever i worked with in the finance office. I would warn others to search for your preferred vehicle with another dealership before...