Sound Ford

I went to Sound Ford to purchase a new Ford Fusion hybrid and my dealer, Bob Hansen, was nothing but helpful. He set a great tone of respect by always calling me Lt Wilson, which is my rank in the military. Although this wasn't necessary, it sets a professional tone. He also never rushed me on making any decisions and was a straight shooter about financing options and which were the best for me. Overall a great experience.

I brought my vehicle in to be looked at and after my multipoint inspection I was told I needed to have my cat converters replaced. I was asked if my check engine light came on, which it had not... I was then told it would be roughly 3000$, and that the part was 2400$. It would take a week to get the part there. I asked for an itemized quote with part numbers. I was sent a quote with no data on the parts. I emailed back and received no response. I called about the part quote some hours later and was sent the part information. The part was only 1800$ everywhere I looked online. I emailed back again asking for more details on the parts cost. Still no response. So, I called and was passed on to the part department who confirmed the price, but said that was the wrong part. The right part was actually 2000$ which was 400$ less then what I was quoted. They said they were going to speak to the people helping me and never got back to me. At no point did anyone mention that something else was probably wrong with my car that caused my cat converters to fail or that it was odd that my check engine light never came on in the first place. I had my car towed to another location to be fixed. It is already working.

I was pleased that the tech took the time to understand my issues with my truck. It apears that everything i wanted repaired was taken care of on time. If i could only suggest one thing and that would be to wash all cars after service. I'm spoiled from a different dealer on my car....

Your service is consistently excellent. Your staff is professional, knowledgeable and prompt. The only reason you have not earned the full 5 stars is because at most dealerships we have brought our vehicles to always seem to wash and vacuum our cars. A very nice touch!

We have had the worst service at Sound Ford Service and we bought our Flex from Sound Ford. It's been one issue after another that you refuse to help us fix unless we argue. The reason we brought the car in is that at my oil change appointment at the Kent Quick service facility they told me my brakes were wearing incorrectly. I schedule an appointment with Sound Ford to have it looked at. It was a defect with the car, but Sound Ford was automatically going to charge us full price, we had to bring it to your attention that we have an extended warranty policy…then the question, “oh you do” “what is it?” We kept coming to Sound Ford despite the poor service because we bought the car there and assumed there would be some benefit, well since sales and service don’t seem to talk, I no longer see any benefit in giving Sound Ford Service my business. We were told we would receive a call IF our car was done on Friday, when we called Saturday we found out that it had finished up on Friday, but we didn’t receive a call and since we were out of town Saturday and Sound Ford Service is closed on Sunday’s our car was stuck until Monday. Interesting how “sales” is open on Sunday, but our car was trapped. Since we bought our car from Sound Ford it’s had this “do you want to run a vehicle inspection report” we’ve heard of other Fords with the same feature. We’ve asked every time we bring the car in if that feature could be disabled, it never happens, until this last visit and I was charged $25 for the service, and told I could have been charged more and that it was my fault. Once again Sound Ford doesn’t stand behind its used car sales, and is about to lose a customer with two Ford vehicles over small charges and poor customer service.
The last straw was that I told the man when I scheduled my service that I didn’t want my oil changed, for some reason he called my Husband and told him the oil “had to be changed.” I just did it at the Kent dealership. The man also told him that the computer on the car told him the oil was due to be changed.
This is another annoying item, but not a deal breaker. For the last 2 years I’ve asked that they add my name to the computer and they never do. Every time I call I identify myself as Megan Miller with the Ford Flex, and every time it takes several minutes and then they say “Nicholas” and I say yes that’s my husband, can you please add me to the account?