Hixson Ford Leesville — Local services in New Llano

The service department, specifically the Service Manager, Justin need a class in customer service, communication, leadership and management of his stafg. I called to schedule a routine maintenance appt for my truck, it just reached 100k miles, and my engine light was on. Asked for an oil change, rotate my tires, and check the engine light. I was given an appointment by Justin to bring my vehicle in at 8 am. I was at the dealership at 8 am on the day of my appt. When I arrived, the service technician took my information and gave the keys to another employee. He got in my truck and parked it in the lot, he did not take my truck back. When I left, I saw that there were three bays open in the maintenance area, and another truck pulled up with the hood open but not in the bay, just pulled up to the front with multiple mechanics standing around it looking. The truck looked like a F-250\350, it was brown and tan and I assumed it was an employees vehicle or friend of one of the mechanics, while my vehicle was put in the parking area and not being looked at. While i was at work, hours passed by, no communication. I called the service department at 1230 that day, Justin answered the phone and said the mechanic working on my vehicle wasn't there, and he would give me an update as soon as he returned. The next call was around 130 pm, by the service technician, female, I don't recall her name. She informed me that the engine light was for the plugs and the coil, recommended I get a coolant flush, front and rear differential oil changed and rear breaks. I declined all of that and asked for an oil change, plugs, coil and rotate my tires. I asked if I would have my vehicle back by the end of the day and was assured that I would. Next call was at 3 pm, by the same service tech, informing me that the dealership was short 4 plugs and that they haven't started on my truck yet. The plugs evidently had to be ordered from Houston. So I reluctantly agreed to leave my vehicle over night and was assured that it would be ready by 1200 the next day. I told the tech to have the service manager to call me, he did, we spoke, it wasn't good. I was never given a quote, was given false information, lied too and paid over $1000 for an oil change, tire rotation, plugs and a coil. Was also told that the boots on the plug wires were old and they broke when changing plugs, I had those changed by another dealership in the area not long ago, seems to me the mechanic broke them when he pulled them off. That should not have been my cost. When Justin gave me the total price I was shocked, he mocked my surprise and replied that 'and that's with a discount' as if he was doing me a favor. There were other employees from the dealership there when this interaction occurred. Employees from the finance dept and another person at the service counter. This is the short version of my horrible experience with Hixson. Hixson Ford is the only Ford dealership in this area, unfortunately I've been there multiple times and very rarely get a good customer service experience. I said it the last time I was there, and will say again for this time, I thought maybe things have changed and wanted to give Hixson the benefit of my doubt, hoping things did change, they have not. I will NEVER go to this dealership again and am very excited to tell everyone I know of my experience with Hixson Ford. I will drive out of the way, an hour in either direction or to Texas to have both of my Ford...

One of the more unpleasant experiences I've had while buying a vehicle. We went to look at a specific car, and were informed that it needed a few minor repairs prior to sale. They still let us look at it and test drive it, and we decided that, pending repairs, we would buy it. It was supposed to be done within a couple days.

We went back on the day it was due to be finished. In the interim, we had decided to trade in an older vehicle and buy a second, newer economy vehicle. Upon arriving, we were informed that the first vehicle would not be ready until the next day. No call or text to let us know prior to driving almost fifty miles there...but we let it go, because we were looking for a second vehicle to purchase.

We found a second vehicle to buy, and put a deposit down. The plan was to bring the trade-in to the dealership on the following Tuesday, and pick up both new vehicles the same day. They scheduled an appointment for 12:45, and I informed them that I had to leave by 2:30 to get back in time to pick my kids up from school, which they said wasn't a problem.

We arrived and were again informed that the first car wasn't ready, but we could take the second car that day. After all of the paperwork, it was nearly 2:30, and they said the car was in the detail shop being cleaned. I reminded them that I had to leave in a matter of minutes, and they assured me that it would be done momentarily.

Fast forward to 3:00, and I had to go hunt down a manager and tell them that I needed my car immediately, as I was already late to pick up my kids. They pulled it around a few minutes later, untouched (hadn't been washed, windshield still filthy, dirt on the floor and in the console, trunk had trash and pine needles in it). Finally pulled out around 3:05pm, and ended up being 20 minutes late.

Picked up my kids, and noticed a burning smell coming through the vents. My thought was an exhaust leak, so I opened the hood, and found that the oil cap was missing from the engine. Oil had blown all over the engine bay and was dripping down to the exhaust manifold. I called to let them know what had happened, shortly later finding the oil cap where it had fallen into a crevice in the engine bay. They assured me that they would detail the engine bay and give me a free oil change and another tank of gas for the trouble.

We were later informed that the other car would be ready on Friday, and all we had to do was pick it up. It ended up being a thirty minute procedure to pick up the vehicle that we had already bought and paid for in full. They also tried to give us a five-day temp registration on it, and only changed it to sixty days after we pressed the issue.

Also found out later that the second car purchased had undisclosed damage to the chin spoiler that was patched with bondo and sloppily repainted (sanding marks on the chin and silver paint on the black plastic trim gave it away), while they devalued our trade down to $1500 (from approximately $3000 trade-in blue book) for an equally minor body repair. Still no word on why my car wasn't cleaned, or when my engine will be cleaned/I'll receive my free oil change and tank of fuel.

You'd think that customers who bought two vehicles in the same week with no haggling would be treated better, especially after the ordeals we were put through. It's very unlikely that we will return for sales or service...

I am loyal Ford owner and get all of my services done at Ford Dealerships.

My issue is personally with Justin Bonette in the service department. My first encounter with him ever was 08/22/2019 with I had my 100k service done on my F150. The next morning while checking my fluids, I noticed that my engine coolant was low. I went back to service the department and neither him or the mechanic knew which level my coolant should be at before startup. Justin gave me a half quart of coolant to take with me because they didn’t want to take a chance of over filling my radiator.

A few days or so later, I received a survey about my experience. I’m an honest and respectful person so I answered every question honestly and truthfully.

Over four months later on 01/08/2020 around 0745, I went in to get my front brake pads replaced. Justin was very pushy on trying to get me to purchase additional services that I didn’t need. Upon completion of my requested service around 0850, I handed Justin my coupon for the brake job and asked for my military discount. He then denied my military discount and asked me about my survey from August. He began to raise his voice and other customers heard our entire conversation. He asked me did I have a problem with him and or service because those surveys effects his as well the service department’s bonuses. He had the survey printed out on his desk from four months ago! He then told me that he noticed that I never wrote a good survey about the service department. For the record, I never received one in the past. I explained to him that I expected my services to be completed correctly the first time that’s the reason for my responses to the survey. He then said that next time if I can’t give a good rating on the survey to call the shop or ignore the survey completely. Justin then explained to me again about how if effects his bonus. Again, everyone in the waiting area including other staff heard this.

Bottom line, this is was very unprofessional and needs to be addressed. It was simply embarrassing. No one needs to be told by some kid about a survey that are entitled to. No one should be investigating past surveys, tracking down the owners and making them feel bad for expecting exceptional services that they pay for the next time they come in. After all of my years, I always thought taking care of the customer is the first priority. In this case, bonuses seem to be more important than quality service.

Sad to say, this will be my last time using this dealership and my family because this is unacceptable behavior. I will only conduct my business with Benoit Ford from now on.

The owner needs to be notified and some type of reprimand needs to take place.

Justin Bonnette does not have my permission to call or contact me in anyway.

01/04/2024 Still a complete waste of time! Don’t bother making an appointment. My appointment was at 815 am. I arrived at 745am to checkin. After checking in, I was told the wait was over 2 1/2hrs. I explained to the rep that I have an appointment time in 30 mins. Apparently, appointment times are not honored at this dealership. Services are first come first serve even though there is an appointment schedule online. This makes absolutely no sense whatsoever. Stop wasting people’s time and take down the appointment request option if you all aren’t going...