Marlow Ford — Local services in Luray

I’ve never had a worse experience with a dealership or a service center. If I were able to put a no star rating I absolutely would! After purchasing my vehicle from Marlow Ford in Luray, I had to take it back into the dealership within the first two weeks of having it due to an issue that should’ve been fixed prior to it sitting on the lot to be sold. After taking it to the shop, it needed an axle replaced which was covered due to my explorer only having 40,000 miles on it. After picking my vehicle back up, a few days went by and the noise that I originally took it in for was back and even worse. I called again regarding this issue and was told that I could bring it in. When I stated that it was my only means of transportation I was told that I would need to rent a car. I then informed them that I would not be renting a car, my car was still under warranty and I should be given a vehicle from the company to drive. They arranged for this to happen however when I arrived to drop my vehicle off I was told that they could not rent the vehicle to me due to my age. Im 24 and yes I understand you must be 25 however it is my vehicle that is being taken to the shop no one else’s. Luckily my fiancé was able to “rent” the vehicle but was told that I was not allowed to drive it. I refused to pay for the rental so it was loaned to us while my vehicle was being worked on. Three days go by and I have heard NOTHING from the shop. Today I get a phone call stating that my vehicle was ready to be picked up. I told them I’m working and cannot come pick it up until tomorrow. Lady said that’s fine and hung up- to call back 10 minutes later saying she had to have the rental car returned today. (Mind you, the return date was not given upon pick up of this vehicle) she asked if someone could drive to the rentals location and drop off my car to pick theirs up. I agreed to that. Only to find out that they drove my vehicle all the way to me but left the gas gauge on empty. 😡 Ladies and gentlemen, I’m not finished, let me add to all of this by saying I purchased the vehicle in February, got 30-day tags placed on it. Went to the DMV to get regular tags a few days passed the expiration of my temp tags only to be told by DMV that my vehicle was not titled to me. THIS WAS PAST THE 30 DAY MANDATORY TITLING PER STATE LAW!! So I called as the DMV lady told me to and was hung up on after asking to speak to someone about it. I called back to be hung up on again. The third time I was livid so instead of waiting for them to actually speak I immediately said who I needed. The lady who answered was in the titling department. She said she was going to look it up and take care of it, only to turn around and say she can’t find info of me purchasing a vehicle there.—SERIOUSLY! You can’t make this stuff up🙄😡— so I guaranteed her that I purchased it and the date as I was holding the documents in my hands. She took a couple minutes and said she found it then titled the vehicle within 3 more minutes. There is no reason my vehicle wasn’t titled before then, there’s no reason that the people in the service center have no idea what they’re talking about. It’s their job- they get paid to do and know the things they do. I will NEVER and I repeat NEVER purchase nor recommend anyone to purchase a vehicle from Marlow ford nor use their service department. If I could drop my vehicle off and walk away from it without still having an auto loan I...

I am from Maryland. My older model Ford truck broke down while I was in the Luray VA area. Not being familiar with the repair shops in the area I called Marlow and verified that they could repair my truck if I had it towed there. They assured me that they could. I arrived there before they closed and thoroughly explained the problem and told them I would return the next week to pick it up. After a week and no response from them I called and they acted like they had no record of the truck or me whatsoever. After being put on hold several times they admitted that they misplaced the work order and nothing at all had been done. I assumed after that that they would put a priority on it. I was wrong. I called to check on it several times but it took another 2 weeks before got around to repairing the locked up emergency brake. They said the repair was $1600 however they also detected a noise coming from the differential. Since they were a 3 hour drive to my home I agreed to the additional repairs. After another 2 weeks they still had not started the second repair. I told them I had to retrieve my truck and just take the risk of driving it home. When I showed up they then said the bill was $2400 due to more parts needed than expected. Even though they said the first repair was completed when they quoted the $1600. At this point I just paid it and left rather than causing a scene. I then dropped the truck off at my local repair shop where they thoroughly inspected and test drove it several times and could not find any issue with the differential. I also discovered that the mechanic stripped the treads on my after market tire pressure system and just threw the damaged sensor in the front seat rather than repair or replace it. They also left some sticky substance all over the steering wheel that was nearly impossible to remove. What was a few hours of service time turned into well over a month that I was without a vehicle. When I gave them a bad review on their website, they had the service writer call to apologize for the way the whole thing was handled but made no offer to make any financial concessions to compensate. I later heard more horror stories from other customers that took in vehicles that were purchased elsewhere. Hopefully they take better care of customers who purchased vehicles from them or I'm sure they would no longer be...

If I could give it no stars I would. Honestly I should’ve stopped coming here last year when I paid for a detail service and received a not detailed car back and they had to redo it and waste a second day of my time without reimbursement, but I made the mistake of continuing to be a customer. A week ago today I went to have a state inspection, an oil change, and tire rotation. An appointment I made on their app for 8:30. Was not told the car would take Almost 2 hours to be done was just told “will get it in as soon as we can” and I even got there early at 8:15. If you do not have availability at 8:30 do not have an open schedule option for 8:30. Had I been told it would take that long I would’ve just rescheduled. I made the appointment for 8:30 because that’s when I was available not 10:15-10:30 After the appointment I was told my tires were “barely legal and just above legal to pass” interestingly enough my last service sheet from the previous service had my tires checked off as “perfect condition” in the green circles.. so you’re trying to tell me that within that span I need 4 brand new tires? Ok. Funnily another mechanic has since looked and noted the tires are not just barely legal to pass. And no I will not need 4 brand new tires within the month, he said by the end of the year sounds more truthful. In addition to all of this today a week later my “change oil” notification is on my dash and I call and am told “we probably forgot to reset it” Almost 2 hours and you forgot to reset that? Ok I’m told if I can’t do it myself I’ll have to bring it back. Why should I have to keep wasting my time every time I have had a service with Marlow Ford? Sure it seems like no big deal to come by but when you have barely any time for a day off why would you want to keep coming to Marlow Ford for them to fix their mistakes? You shouldn’t have to. They have good services sprinkled in to make you think it’s a fluke but take it from me skip this Ford and try...