Joe Cotton Ford – Service Department

We use Joe Cotton exclusively for our family’s auto needs. Between our family, we have 2 Explorers. a Focus, a Fusion and a F150 all purchased from Joe Cotton. There are only a handful of sales people here, which I appreciate, because I am able to follow up with Roman, our salesperson, easily and he is very helpful with any questions and communication is a breeze. The shining star in the Joe Cotton Ford dealership though, would have to be their service department, ran by Dave Malloy. They are hands down the best service department around and treat everyone like family. If you’re in need of a new car or service, you can’t go wrong with Joe Cotton Ford!

Had the Joe Cotton body shop repair front end damage on my Escape after hitting a deer. Fast turnaround and a quality job by the body shop. Jerry is the manager.

Ok, I had to update my review because after further discussion and helpful staff members they won me over.

Took my fiancé Edge in for a fuel tank recall. Picked it up 6 hours later with a bad right outer tie rod, ball joints? When I call to question them they said they told her this problem. BUSTED right there cause they were dealing with me. Then he has the nerve to tell me that the tech had mentioned it. BS!!! Now the vehicle is on a rack at Midas cause of great customer service and HONESTY they gave. Midas found that she had a broken left sway bar link which the service department FAILED to mentioned as well and the ball joints were just fine.

This is a review about the service department only. I have no experience with the sales floor.
One word: avoid.
A few more words: the initial work that was done was fine. But they had assessed a few other problems that I informed the service tech we would have to wait on due to the expense. He let me know that it would be cheaper to do now while they were already in my engine, but I still declined because it still wasn’t something we could address at the moment.
Fast forward to picking my car up and receiving my diagnostic sheet telling me all the details of my visit, I noticed that it said there was immediate service needed on a part of my car that we had not discussed. The service department was closed and when I called to address the situation the following business day (after the weekend) I was extremely disappointed with the interaction. The service tech was incredibly condescending and patronizing. It got to the point where I was getting so frazzled as he kept trying to put the blame on me for him not telling me about the problem the previous week that I curtly ended the phone call saying I was busy and would call back. Sorry to have lied to you, but I will absolutely not be calling you back.
I will also be removing the license plate covers you installed without permission, because I don’t feel like advertising for you. Thanks at least for saving my original ones so I can replace them.

great parts and service… fixed my rear hub the same day, and even picked me up to get my car, thanks frank nash and dennis johnson

Terrible customer service in the service department. No one likes having their car break down, much less paying the bill. But Joe Cotton didn’t do a very good job keeping us informed in spite of assuring us we’d be kept informed. I recognize they can’t work on my car immediately but being upfront and communicating what’s going on would have been good.
Yes, they fixed the vehicle. No, they didn’t make me feel like a valued customer.

The absolute worst service department I have ever dealt with in my life. Smart mouthed service writers and lazy mechanics. This place is unreal! Will never return there for any work on our fleet!

Tried this Ford’s service dept since it is closer to our home than the one we normally go to. Was told our minimal job would be done in 1 business day. 1 turned into 2, now I am sitting here waiting for it to be done at the end of the 3^rd business day. No good reason on the delay, as parts weren’t waiting to be ordered and wasn’t a big job. Won’t come back here.

Service is good. Service estimate is accurate. Communication is good. Never had a problem. Frank and Gary are great to work with.

Good shop. I had a month left on my extended warranty when I had an issue with my suspension. they were really good about getting it in and getting everything fixed. I also needed to tires and they matched any price I could find on the internet.
You still get the big dealership service center vibe, but I had a pretty good experience with these guys.

Not only does the truck stop like customer waiting area need to be gutted and overhauled, so does it service department and the people working in it!