Laurel Ford

My husband and I brought our car to Laurel Ford to fix because their service department was highly recommended by his father, who was well known in the Billings and Laurel community for his integrity befo because their service department was highly recommended by his father, who was well known in the Billings and Laurel community for his integrity before he passed. This is the best I can say about them: They care a great deal about their reputation. Eric, in particular, cares a great deal about their reputation for providing excellent customer service. The head of their service department, well, he doesn’t seem to care so much. Laurel Ford wants to be known as the go-to, home-town, look-you-in-the-eye good guys. Their reputation is their goal. But they do not care enough to actually maintain that reputation. I have worked in customer service for almost twenty years. I have learned, over those two decades, that part of the job is encountering people at their absolute best and at their absolute worst. When people are at their best, it’s all smooth sailing. When people are at their worst? Particularly when “the worst” happens because of a previous interaction with one of your own coworkers? I learned that in that situation, you kiss the customer's xxx. You offer them services on the house. You offer refunds and future discounts. You bend over backward to accommodate them. You do whatever is necessary to make sure they walk away singing your praises. To put it as politely as I can, the men at Laurel Ford have a generational dissonance in what qualifies as good customer service in this century. They sat down and talked with me. They listened to my complaints. I expected them to offer me something, they expected me to make a demand. Eric, who is the person we reached when we asked for the boss, talked about how he “had to defend his staff” while telling me, in the exact same breath, how I had to acknowledge that my husband had handled the situation badly. Did my husband raise his voice? Yes. After the technicians lied to him—multiple times!—while scrambling to cover their xxxxx. (The main lie in question: The service department had claimed to fix the problem we had brought the car in for—even though, while making the claim, they were aware that they had not, in fact, fixed anything. Again, for emphasis: they had not fixed anything at all and told us they had, without a doubt, fixed all the problems the car had. Their reasoning for saying they had fixed it? “It didn’t act up for us.” By default, they could not have fixed it, because by their own admission they did not ever discover what the problem was in the first place. When I reminded the head of the service department of that, I was informed that I was “insulting” their mechanic. In my opinion, pointing out a fact is not an insult. Take that as you will.) Did my husband get violent? No. Not even remotely. The very most that he did was to slam the car keys down onto the counter and demand that the mechanics do their job. Apparently the head of the service department said he “threw the keys; PHYSICALLY THREW THE KEYS at the technician.” That was the first bald-faced lie. The second? And the third? And the justifications they gave me? Comment on this review and I might give you my email to inquire about details. When discussing the situation, Eric said—and I am quoting word for word—that “the money did not matter.” But did he offer up a sincere apology for the missteps his service department made? Not once. Did he offer a refund before we outright demanded it? No. And that should have been his first move. (Regarding the amount of the repair bill: it was a significant cost to us. It would not have impacted the dealership in the slightest to refund the full amount. They refunded half after we fought them over it. But, again, “the money doesn’t matter.” Apparently that was the final lie.) In Eric’s own words, he was “concerned that we would speak badly of his business.” He did not seem to be concerned in the slightest that his business gave us reason to speak badly of them. More

Was looking at a vehicle and within 5 minutes of sitting down to work out an offer, we were told that the general manager's son wanted it and we couldn't have it. What a waste of time! I will never recommen down to work out an offer, we were told that the general manager's son wanted it and we couldn't have it. What a waste of time! I will never recommend Laurel Ford to anyone! More

The best. Memorial Day my engine fan wouldn’t turn off so I went to the dealership and the Sales Reps were so willing to do what they could to help and got me Memorial Day my engine fan wouldn’t turn off so I went to the dealership and the Sales Reps were so willing to do what they could to help and got me through the day. All of the staff were completely courteous and respectful. Special thanks for the Sales Dept. for helping me on a holiday. The service department was just as friendly and courteous. Thank You to all the people at Laurel Ford!!!!!! More

Great service Eric and Scott! Took care of details. Also delivered car out of town to me. Love my New Mach 1 mustang! Will do business again😃 Patsy M. Took care of details. Also delivered car out of town to me. Love my New Mach 1 mustang! Will do business again😃 Patsy M. More

Decided to sell our ‘21 Bronco Sport that we had paid off to do some home repairs. Called Laurel Ford and they said they give us $35,000 for it, which sounded fair given that it had less than 6,000 miles, to do some home repairs. Called Laurel Ford and they said they give us $35,000 for it, which sounded fair given that it had less than 6,000 miles, brand new great tires, and several accessories we purchased through the dealership. Arrived at the dealership to sign the paperwork….halfway through we were told they were paying us $33,000. When I asked why we were told $35,000, they said the rest would come back to us from the warranty we had purchased on the vehicle. This left a really bad taste in my mouth for this dealership as I thought it was extremely dishonest. When you buy a vehicle the warranty isn’t included in the sales prices, you buy that after, in addition to the vehicle price Another reason for my review is issues I’ve had with my Ford Ranger. When I purchased it the gas door was broken. A few months later they had me come in so they could fix it. Spent four hours sitting in their waiting room, and it wasn’t fixed. Came back a second time…only wasted three hours waiting, still not fixed. Seven months after buying the truck I finally lost my patience and talked to the manager of service and the dealership. After wasting two complete days, and a third finally getting it fixed you’d think they throw in an oil change or something nope!!! Didn’t even fix the two recalls that showed up on the Ford app. After selling the Bronco back to them and how that was handled, in addition to wasting all my time dealing with the service dept, I’d have a hard time recommending this dealership to anyone. More

Laurel Ford is 100% as advertised. No hassle, no pressure, no problems. Scot was responsive and patient with my questions. First price put in front of me was below what I expected for the current ma pressure, no problems. Scot was responsive and patient with my questions. First price put in front of me was below what I expected for the current market. They always kept me in the loop and responded immediately to my questions while the vehicle was on order. Zero pressure experience start to finish. The actual vehicle has exceeded my expectations. Would never consider shopping at any other Ford dealership and also would encourage shoppers to give them a chance to handle your remote web sale. Often their allocations arrive before the larger Ford dealer in the area and they certainly have better pricing. Facilities are top notch - very clean and comfortable. Overall an easy A+ auto purchase experience. More

Worst service department I’ve encountered in years. After waiting 3 weeks for recall parts to arrive I finally obtained a service date. 45 minutes after I arrived I was contacted by the service manag After waiting 3 weeks for recall parts to arrive I finally obtained a service date. 45 minutes after I arrived I was contacted by the service manager and told they would not work on my vehicle because I was 5 minutes late to the appointment. One of the workers beneath him had also explained they had forgotten to order my parts. The service manager first tried to blame me and then threw the employee under the bus in front of me. Horrible experience. That guy needs to be fired. I’ll never return to Laurel Ford and recommend others stay away. More

I have been brining my motorhome to Laurel Ford for service and oil changes for at least 10 years. We purchased and new class c coach in January of this year 2021 and took it to Ford for some Ford rep service and oil changes for at least 10 years. We purchased and new class c coach in January of this year 2021 and took it to Ford for some Ford repairs. In early summer I was informed Laurel Ford would no longer be working on motorhomes of any kind for any reason. Laurel Ford would not even work with Ford Fleet to try and get the coach fixed, they told me I would have to take it to Utah for repairs. There are no other Ford repair shops of motorhomes within 500 miles of Billings Montana. Laurel Ford blames Ford for there decision and Ford Co. said that it is Laurel who won't even talk to them. How can Laurel Ford turn there back on all there motorhome customers after all those years of dedicated customers, coming back year after year. Laurel Ford has no ethics when it comes to customer service, to just one day say no to everyone who need HELP. I was told they would sill do oil changes for $125.00, no oil change is worth that More

We have been using Laurel Ford as our "One and Only" car dealer for quite a number or years. This is the third car purchased or leased from this excellent dealership. It is not at all what the stereotype of dealer for quite a number or years. This is the third car purchased or leased from this excellent dealership. It is not at all what the stereotype of "car salesman" brings to mind. These are intelligent, caring, and personable people. On this visit they not only gave us a good deal on what we came into the office for, but offered another solution that we ultimately chose because it was so much better! Then they wrapped it all up so professionally and easily. It was a very pleasant experience working with Scott, Bobbie, and Rick. Five Stars!! More

I have been going to Laurel Ford for years and have found them to be respectful of me and my concerns about my cars and motorhome. Lexi in the express lube is always polite and respectful and always keep me them to be respectful of me and my concerns about my cars and motorhome. Lexi in the express lube is always polite and respectful and always keep me informed of my waiting times. Tom asst. service manager is always on top of the problem that the car or truck was brought in for. I would reccomend Laurel Ford to everyone who wants excellent care in a timely mater. George More