Steve Marshall Ford

Edit - they claimed to have reached out to me, they have not. My assumption would be to make it look like they care, when they don’t. Brought truck into their service department last April after a fight regarding sync issues. They found and performed a service bulletin on my truck that was released to solve the issues I was having with no over air updates that ford was releasing to address all the minor issues I was having with the 2021 F150s. After the work Steve Marshall did in April there was no change, still on software from years ago. Issues with the radio unit, steering wheel controls, audio speakers, cameras.. lots of things, and ford had specifically sent updates to fix these issues, but I wasn’t getting them still. Working with other Ford dealerships we found where the service bulletin was performed incorrectly. Ford logs all history and other dealers can see down to the time stamps and key strokes what any other dealer has done. Steve Marshall only did half of what was outlined to do in the bulletin, presumably because it can take a while and more money is made billing a customer, than warranty. Long story short after 3 other dealerships telling me I need to get Steve Marshall to do it properly, I reached out. Was basically met with an attitude of they could do no wrong. I asked many times for an explanation of how I am wrong, and I included literature from ford backing up my claims, but they wouldn’t address it. Every time I called I got no answers to my questions and had to wait roughly a week to get a call back every single time. I emailed 4 times and never got a single reply, yet they acknowledged the emails when I called. Took over 3 weeks of playing nice and had what I thought was a gentlemen’s agreement when the service manager verbally told me “we’ll just update all modules to latest software and be done”. I requested this over email and got some excuse about how there must be an issue on my end when I informed him I never got it, now I see why as there was never any intentions of following through with the above promised work. Picked the truck up to find they didn’t do that either, and they won’t be doing anything more because it “takes too long”. Anyone considering buying from this dealership should heavily consider this a warning about the quality of service they might receive after the sale. It’s apparent money in their pockets is a bigger concern that fixing it right.

Had the best experience ever, buying our new truck! Terry in particular was such a lovely person to deal with. He has such a pleasant demeanour. He was attentive to our needs and made sure he did everything to make this a very pleasant experience, from the moment we walked into the showroom, until many hours later when we left. Thank you so much!

Working with Mark at Steve Marshall Ford was flawless. My husband and I went through MANY dealerships trying to finance a vehicle for many years. Both of us lacking experience and credit. Mark made the process painless and surprisingly very successful for not only one vehicle but two! We thought we would never have a vehicle as nice and powerful as our newly acquired ford mustang gt. Kudos to Mark and his team for these very happy customers!