Owen Ford — Local services in Marshall

I purchased my truck in January of 2024 new. The initial purchase was a pretty good experience. Within 16 hours I notified Owen Ford of issue with the paint on the hood and bumper( I purchased at night and did not see it upon first inspection) I was told to bring it in so they could look at it, which I did and was then told I could take it to a body shop that they had a business card for and pay out of pocket or get touch up paint and they would fix it. I opted for the touch up paint and over a month later they applied it. During the application I was approached by the salesman who stated the "manager would like to know how I would like to make this right" yep I then had to pay for the touch up paint. I was even told by a Ford rep that the paint should have been fixed properly because the truck had 70 miles on it and was completely covered. Fast forward some months later and I have some service work done. On the survey I leave a negative review on Ford and Owen Ford. Within a couple days I am contacted by their new service manager wanting the details of the previous issues "stating the owner has gotten involved and they were gonna make this right." So I drive the 35 minutes to Owen Ford so they can take photos, stating "they are gonna fast track this and get it taken care of" and also "they were gonna send me another survey if I could leave a positive review on that one" . I didn't seeing as they had not actually done anything yet besides say that they were. After a couple weeks a called and touched base with the service manager and was told "nothing has gone through yet because Ford Service was in Mexico". On July 22 I called and the service manager was out and left a message for a call back. When that call back never happened I called again a few days later he stated "he hasnt checked the OEM reports he will call me back." Almost 8 months of dealing with Owen Ford for something that should have been taken care of day one. Everyone I have spoken too cant believe the utter failure of this dealership from apparently ownership on down. Im going to end up having to take it to another Ford dealership and start the process all over again just because the dealership I purchased from apparently is non existent after the sale. Many people have told me to just contact the owner he will make it right but should I really need to do that when he has managers for that very reason. If you have read this far just take my advice go to another dealer because you may have to anyway if your Owen Ford purchase has any kind of issue, save yourself the months of back and forth empty promises I have had to endure. Update: Owen Fords service manager called Monday and informed me they would have precision collision out of Paris fix the paint issues. I dropped it off this morning and a couple hours later noticed on the Ford Pass app that my truck was in Marshall at Owen Ford. Apparently the service manager decided to not have Precision Collision fix my truck so came and took my truck, without permission to have someone else work on it without notification or approval by the trucks owner. My final review of Owen Ford is to stay away. The manager lies, the service manager lies and the owner somehow is even worse than these two. Also they are faking good reviews of the business using friends and family. The service managers wife left a 5 star review after I posted this, even their digital creator got in on the fake reviews. Underhanded and shady this business is to lure people in with...

UPDATE: I've reported these crooks to the BBB, but they didn't do anything. I lost THOUSANDS of dollars to this business, but they couldn't care any less. If you're smart, you'll take your business elsewhere. You've been warned!

The 1 star reviews of this dealership are spot on! I'd give them a zero if I could.

On 3/30/2024 I purchased from Owen a 2010 Ford Explorer Sport Trac. The check engine light came on for the 1st time in November. Diagnostics at AutoZone pointed to the evap solenoid which I replaced. The next time the check engine light came on was March of 2025 (1 year after truck purchase). Diagnostics at AutoZone pointed to a different part in the evap system, one I wouldn’t be able to swap out myself. Therefore I took the truck to a shop in Terre Haute which is where I live. They performed diagnostics and found the PCM (the computer that controls everything) to be the issue. Unfortunately, they were unable to locate a new/replacement PCM. The part appeared to be on backorder nationwide.

I then decided to take the truck to Owen for a 2nd opinion. I thought that, being a Ford dealership, if the PCM was in fact defective they would be able to locate one. I provided them with the diagnostic report from the other shop which explained how they determined it was the PCM. Well, after Owen misdiagnosed and replaced 2 parts that weren’t the issue and me having to pay nearly $300 for the 2nd one (they said they’d reimburse me but didn’t), they finally relented that the PCM was in fact the issue. However, like the shop in Terre Haute, they were unable to locate a new/replacement PCM.

I found the service department at this dealership to be incompetent, and customer service lacking all around (sales & service). My truck was there for over a month and if I wanted to know what was going on with it, I had to call them. I wouldn’t advise anyone to patronize...

The car buying process was good and the sales lady was very helpful. It did take over 2 hours to actually finish the paperwork and purchase of the car, which is rather exorbitant. More importantly, buyers should know that if you don't spend the extra money to purchase the Extended Warranties, they ARE NOT helpful (even after only owning the car for 60 days) in helping to diagnose your car without making sure they get more of your money. My daughter bought a 2017 Hyundai Tuscon in November 2022 and lost all power going down the highway a couple of weeks ago. Since then, the check engine light has come on and she's lost power while parked a couple more times. Owen Ford service center insists that we pay to take our car to a Hyundai dealer to diagnose the issue. Additionally, they let me know that the sales side wouldn't stand good or help with the cost of diagnosis since we didn't buy a warranty. They also made sure to tell me that the Service department has to make money to pay their guys so if sales won't cover it, it's our problem. Terrible follow up customer service once they have your dollar and you're out the door. The sales manager even rationalized with my daughter that it didn't make monetary sense to purchase an extended warranty when they offer a power train "forever warranty", considering the age of the vehicle. Super disappointed. I know used cars are a risk, but you'd think they'd want to make their business reputable by selling cars that last longer than 2 months without mechanical issues! And, if they don't, you'd think you'd want to help their consumer so that they get repeat business in a market that is so competitive.

UPDATED 2/14/23: No one has reached out to me or my daughter for any type of resolution, as the response to this...