Philpott Ford

My experience was EXTREMELY EFFICIENT AND POLITE They have went over and beyond to make my needs taken care off thank you for your service

First, the phone system is archaic. You CANNOT reach anyone. Once you get the automated system, if you don’t know the exact extension, you’re instructed to press “0” for operator & are then told operator not available, & are disconnected. My claim involved the optional insurance for tires & wheels. Around October 2019, an item fell off of a trailer I was behind, after dark. I swerved & missed hitting it with front tire, but the rear ran over it. Soon after, the tire wouldn’t stay inflated. I took it in, & the tire was immediately replaced. Within days, the replaced tire kept losing air pressure. I returned to the dealership to have it looked at. They told me my wheel was bent, & until replaced, wouldn’t maintain a seal. I told them I had the coverage, so they were to begin the claim process. They kept truck while this was happening. After 4-5 days, I returned to check progress. Nothing so far. At this point, I asked them to mount my spare so I could use truck until parts arrived. Great idea! About (2) weeks later, I received a call asking when I was going to bring truck back in so repairs could be completed. I asked if parts had arrived... “Umm, I’m not sure. What is it we’re doing to it?” I explained, & was assured they’d get right on it. A few days later, I received a call informing me that the insurance representative had told the service writer they declined to cover the repair. I told the service writer that was unacceptable, I’d purchased the policy, & that this was EXACTLY what it covered. I was given the number & told “see if you have any more luck.” I called the tire/wheel insurance company, gave my claim number, & asked why this wasn’t a covered occurrence. I was told they DID NOT deny the claim, they’d simply requested photos showing the damaged area of wheel (clearly visible to even an untrained eye). It was recommended I return truck to dealer so they could take & submit the pictures. I was able (miracle) to reach someone in service by phone. I was told I could take the photos as easily as they could... I took the photos, called the insurance rep back & obtained email address of where to send, & submitted. A few days later, the dealership called & asked if they should close out my ticket. I told them no, & what I’d done to revive progress. I gave the insurance rep’s name & extension so they could contact them, & get approval to order parts. This carried on until FEBRUARY... I left message after message with no return calls. Finally, I received a call message that parts were in, & I should call to schedule an appt. I tried & tried, but could never reach anyone. Finally, I drove to dealership, walked in, & spoke to receptionist(s). They pointed out the office of who I needed to speak with. I walked in, sat down & waited. I was told they weren’t taking appts, so it was first come, first serve. I replied, “Well, I’m here. Let’s do this.” A couple of hours later, all was repaired & I was on the road. I have NEVER had any experience nearing this level of incompetency. Truthfully, however, the service employees were always friendly & polite. I made more allowances than I should’ve along the way as to why things could possibly become so confused. Maybe I should’ve been more demanding? Guess the squeaky wheel really does get the grease... NEVER AGAIN

Excellent, very prompt in response to the problem. Had to order a part and will advise when it is in. Was able to pick up my truck until it comes in.

Mr Adam Carter and the sales department, finance department, service department has taken care off all my needs. They have went over and beyond to make my needs taken care off thank you for your service

I'll always bring my vehicles here for service! They got me in and out as quick as possible and kept me involved the whole time they had my F250!! Excellent crew!!!!

The check engine light came on on my truck. I took it to Philpott Motors and they diagnosed it as an issue with the catalytic converter and that it had to be replaced. I made an appointment for the next week. They replaced it under warranty and returned it to me the same day. I have always had superior service from Philpott Motors.

I was quite pleased with my salesperson and the vehicle! I would note though that when I was finishing up on the finance end, that the staff not involved, in the front were loud and unruly and made it difficult to discuss some matters on the phone. Management could push for more professionalism while customers are present.

The service was prompt and professional. The service representative kept me informed as to what was needed and service was performed in a reasonable amount of time.

Took my truck in for service and some warranty work and Lee was great. Very helpful and kept me informed. I will always ask for Lee in the future!!!

I enjoyed do ing business with Adam Carter. He's was very professional and would reccomend him to my friends and family. Thanks Adam, David Barnes