Ted Britt Ford Lincoln

Called 8:15am to follow up on a service I requested and left message. I was told I would get a call soon after. I heard nothing back for an hour and called again. This annoying process was repeated 3 times before I finally heard back from the service rep. When I asked why it took so long, was told because my vehicle work was already done… Umm, not sure that reason makes any sense. Larry who mans the calls is a little unfriendly on the phone as he would always seem to me rush me off the phone. Will not be bringing my car back for service. I’ve had better customer service at regular gas station service centers.

Never tried to buy a car here, but have used the service department for multiple vehicles. Look, it’s dealership service, so it’s never going to be the cheapest but their prices aren’t much more than the cheap guys and they do seem to have better trained service writers and technicians. One of my vehicles is an SVT, so it’s always nice to hear they assigned it to the technician who is both SVT trained and owns the same vehicle. If I had one complaint, it’s that they don’t always call promptly when its ready. I prefer not to let mine sit on their lot so I’d rather pick it up as soon as it is done. I often have to call and check only to find it is done.
Anyway, overall would recommend for anyone who wants it fixed right, and wants to be able to get in ASAP (often just pull up, but call ahead to book larger repairs) at a fair (just not the best) price.

Nicole Perry was to work with. I will give a little context.
I am providing my highest recommendation/​compliments to Nicole Perry and the Ted Britt Chantilly location. (Based on the below, I will let you arrive at your own conclusion regarding the Fairfax location.)
I purchased a used Ford Explorer from Ted Britt Ford in Fairfax in April. Within a few weeks I noticed a few things — shuddering/​knocking with the steering wheel that matched speed and the airbag light would come on at random times and not turn off until I turned the vehicle off.
I made an appointment at the Chantilly location since it is right down the road from my work. Nicole was the first person I worked with and she was professional, courteous and thorough — even got me a loaner for the few days the Explorer was being serviced, despite my service visit being on an hour’s notice. She kept me informed as to what the technicians were doing the whole time.

Turns out that the shuddering noise was very worn wheel bearings and the airbag light was a wiring problem. Thankfully both were covered under the warranty I purchased.
Most importantly to me though, (and in my opinion this really speaks to the service department there in general), Nicole had the technicians check over the entire vehicle, where they noted some other issues that they went ahead and just fixed (e.g. brake clip installed backwards). That check also uncovered a small leak in the steering system and the team went ahead and fixed that.
Anyway, when it came to warranty issues — Nicole was all over it. I didn’t realize that the Fairfax office would be «on the hook» for paying warranty related expenses, but Nicole dealt with it for me even when the Fairfax office had asked me to turn in my loaner, pick up my car, drive it over to Fairfax, and then «talk about the issues.»

Bottom line if that I know Nicole and the folks over at Chantilly «do the right thing» and that is why I will be returning to them for future maintenance, planned or unplanned.
Thanks!

Talked with Jim about purchacing a used car. He was very proffesional and helpful. No pressure and genially cared about my needs and wants in the purchase of a car. Turns out my insurance company is going to have my old car repaired so I didn’t purchase another. Next time I’m out car shopping my very first stop will be at Ted Britt to talk to Jim.

I have bought 3 cars from this fantastic dealer. The most recent on 5÷21÷16. Every time they are fast, efficient and informative. These people embody customer service in everything they do. I will always purchase from Ted Britt Chantilly. They are simply World Class.

Updated Review: Today I picked up my beautiful SUV. I was given the royal treatment by our amazing Salesman Fernando and the Finance team. I received an amazing ‘unbelievable’ used car interest rate!!! David called me and provided me the details my loan and told me to come pick up our vehicle… I literally screamed in excitement. Fernando sent me a pick of our new SUV w/​my name on it… I cried. I truly appreciate everyone involved that assisted with putting a smile on my face. Fernando Thank you for selling me the car of my dreams… THANK YOU FOR MAKING THIS EXPERIENCE UNFORGETTABLE!!!

Update– Courtney from Ted Britt sent us a message about 30 minutes after posting our original review. She expressed her concern and what seemed like desire to help. After providing our contact information, which she requested, we were somewhat hopeful we would have some help or feedback. Of course she never called and we never heard anything else from anyone at the dealership. Typical.

My family has bought 4 cars from this dealership over the last 15 years because of the great experiences we have had here. Every single person that you encounter in the dealership is friendly, knowledgable, and ready to help with anything you need. This is not the case in many dealerships, as we found out during my car search. For example, at the other dealership we visited our sales person was unable to answer any basic questions about the car, and we stood around and waited for long periods of time and were completely ignored by other staff members.
During our most recent purchase we worked with William Carson and Larry Burkes Jr. in sales, Mary Burroughs in Human Resources, and a Hokie (like myself) in Finance whose name I can’t remember! I changed my mind over 20 times about the type of car that I wanted to look at/​test drive and Will was accommodating and cheerful through the entire 2 day process. Larry was positive, friendly, and extremely helpful in figuring out a pricing package that I felt comfortable with as a recent grad and genuinely cared about making sure that I was happy with my new car. Mary was full of energy and humor right when we needed it, as we had begun to tire from all of the paperwork and decision making! Our experience in finance was great as well; I never felt pressured to buy add-​ons and increase my pricing package. Overall a great car buying experience!

This is should be a negative 5 star review. I purchased a 2015 Ford Edge Sport on 9÷5÷15 and was sold additional services to install splashguards and tint through this dealership. While the sale process went smoothly, the vehicle went in for the splashguard and tint service on 9÷18÷15. I was informed that the vehicle was ready for pick up at 6:54PM on 9÷18÷15. Upon arrival to the Service Cashier, the vehicle or its keys could not be located. This left me uneasy and the Service Manager had already departed the facilities for the day so I asked to speak to a Sales Manager. I was directed to speak to David Poole, and Mr Poole made some calls and the Porter was magically able to to locate the vehicle keys and the vehicle but noted that the windows were left down after the tint, which ruins the tint. After inspecting the vehicle, the vehicle was washed almost immediately after the tint, and all of the windows were extremely bubbly to the point where you could not see in or out of the vehicle. Mind you, this is BRAND NEW VEHICLE and the tint service being ruined made the vehicle non-​driveable due to poor visibility not to mention that it made the new vehicle look extremely ghetto. I went back in and told the highest ranking official, Mr Poole that the vehicle was unacceptable and that I know that a re-​do of the tint job will not look as good. Mr Poole then got extremely agitated and stated that I purchased the vehicle through them and that I had to take ownership for their bad service on the tint job. I explained I was sold this tint job, which I didn’t really want, by their Customer Service Representative and now the tint job has de-​valued my brand new vehicle and I don’t feel comfortable leaving my vehicle there as it took them almost an hour to try to locate the vehicle and I was traveling for work on Sunday and want the vehicle in my possession during my business trip. Mr Poole then threatened to call the cops because I was complaining too loudly. Mr Poole then stopped responding and pretended to do file paperwork as he stated this is «not his problem». The Service Cashier and Porter took some mercy on me and allowed me to leave the vehicle and its keys with them for repairs and promised that the Service Manager would contact me first thing the next day. On the next day, after no calls from the Service Manager, I called the Service department and they were unable to locate the Service Manager nor did they know what was wrong with the vehicle and they did not know that the vehicle was in their possession.
I am now left with a vehicle tint job that has de-​valued by brand new vehicle and no reassurance or concessions to rectify this situation. I have contacted BBB, Ford, and the General Manager but have not received any response. Mr Poole was extremely unprofessional and WHY WOULD THEY WASH THE CAR IMMEDIATELY AFTER A TINT!!! This is bad service, and I want to warn others before they even consider purchasing a vehicle from Ted Britt Ford Lincoln in Chantilly and DO NOT GET SERVICED there.
Update 9÷19÷15: I was contacted by the General Sales Manager, Patrick today and was offered a full refund for the tint and for the tint to be removed from the vehicle. However, upon further inspection, it was determined by the Service Advisor that the vehicle was NOT cleaned by their detailing department the other evening when I arrived to pick up the vehicle. The Service department had confused my vehicle with another Ford Edge and the car was not ready for pick up, and the bubbles I saw was chemical residue from the tint job. I’m still wondering why David Poole refused to even look at my vehicle when I was upset. If he had looked at the vehicle, he should have been able to tell me that the residue was from the tint job and the car was not properly cleaned after the tint. I sincerely hope that Patrick and Gardner correct the extremely bad customer service offered by Mr Poole. I noticed that in the «Not Recommended» section of Unilocal that David Poole yelled at an employee in front of customers causing her to cry. So unprofessional.
I arrived at the dealership to look at my tint job and had great interactions with my Salesperson, Henry (he was always awesome to work with) and Mary, my Customer Service Representative. Patrick was able to meet with me and apologized personally for Mr Poole’s actions and informed me that they are making improvements to their Service Department as they have noticed work slippage due to too much volume. I would be willing to give them a try again for Service in a few months to see if their process has improved.
One small note, while waiting for the Cashier to pick up my keys, I noticed they had difficulty locating the customer’s keys in front of me. They also then handed me keys to a Lincoln when I have a Ford. From prior reviews, it sounds like they have had issues locating keys at this dealership, so I’m hoping that implement a proper key tracking process.

I would have rated much lower if I could. I was originally set to meet with Lila on Sunday but found time to drive up to this dealership today instead. Facilities seemed nice and after asking for Lila she came to me and said that since she was already with a customer she’d find someone else to help me.
Having already filled out a credit application in their website I had expected that after the appraisal the process would go by quickly. However our salesperson, Mike, took my information and never even showed me the car I was interested in. When asked where the focus were he merely pointed across the dealership and told me and my fiancé that they were «scattered over there.»
Nearly two hours later I still had not been shown either of the cars I found online no came in to see. My fiancé went to the Hyundai next to the ford and we asked for a side by side comparison. At this point mike started video taping us on his phone and when asked to stop he got hostile and began cursing at us. My fiancé and I demanded to speak with a manager and met resistance from Mike.
After wasting two hours and never even been given any opportunity to see the cars I felt it was time to go. Never had an experience like this at any dealership. Won’t be going back at all.

They are dishonest, and deceitful. They showed no respect for me. I saw two cars on their website they said was available. However after contacting a few people there I got indirect answers and realized the cars were not for sale or not in the condition they listed online. This place is a scam.

Mike checked me out and went over the invoice in fine detail, the service was excellent as expected. Andre Epps team has been more professional than even Moore Cadillac down the street for my previous vehicle experiences. No one should hesitate on purchasing a Ford or Lincoln as long as you make sure you use this dealership. Any questions please feel free to contact me as usual.

Ryan Jones and Karina Molina,
I had a wonderful experience with this team, they were experienced, prompt, and extremely nice. I would not hesitate to recommend Ted Britt Ford and Ryan/​Karina (account team) for future business.

CONSISTENT DELAYS. Ted Britt service staff performs good repair work but their customer service and timeliness are abysmal. 3 of the 4 times when I brought my car here for maintenance service (I also purchased my car from this dealer) I explicitly stated that I needed my car by a certain time, and they delayed the completion time by 3 – 4 hours without calling me to let me know what was going on. One of the times I arrived at the agreed upon time (which was 6 hours after I had dropped it off) they had not even started doing the work. And I had booked an appointment in advance for this service! I am sitting in the waiting area once again dealing with one of their delays and this will be the last time I bring the car here for service. Don’t bring your car here unless you enjoy sitting in a waiting room wasting your time and missing appointments.

I have generally kept away from dealer service after purchasing a new car in favor of my tried and true commercial auto repair company that I have used for over 20 years. In 2010 I purchased a 2011 Ford Mustang Shelby GT500 with service contract so have had the opportunity to experience Ford Service first hand. I am a very critical customer when it comes to my cars. This car has been expertly handled and managed by Jeff Bird. I could not be happier with Jeff and his Team and think they all deserve a raise for their expert worth and superb attention to detail. I will recommend Jeff, his Team and Ted Britt to my friends.
THIS REVIEW IS FOR TED BRITT FAIRFAX.

I used to go to another dealership in Falls Church for service, but after moving to Centreville, I started to use Ted Britt in Chantilly. I now come here for my oil change every 5,000 miles or so, and I actually enjoy the service waiting area. I think it might be because it’s really the sales waiting area, but either way the chairs are comfortable and it’s not lit like a hospital. I’m always happy with the service and the wait time.
I brought my 2008 Focus in today after hitting a particularly awful pot hole, and for an oil change. Andre Epps was my service advisor, and he went above and beyond to make a what started as a stressful experience a very smooth one. I appreciated the shuttle service as well!
I highly, highly recommend this service department. Everyone I interacted with was pleasant and patient. I couldn’t be happier.

We purchased a new Ford Fusion from this dealership roughly 6 months ago, and could not have had a more positive experience.
From the exceptional salesperson, Fred Stoner (whom was recommended to us) to Andre Epps in the service department, I am very pleased with the service that we received. As someone who works in Marketing, I appreciate the value of creating positive customer experiences and encouraging brand loyalty.
To start, our salesperson Fred Stoner listened to what we wanted, and at no point did he make us feel pressured and went above and beyond to literally find us the exact car that we wanted, even when we were close to potentially settling for something «close,» he continued searching inventory at other locations until he found us the best deal with all of the features /​package that we wanted. When I say that he really listened, it was clear that he paid close attention to what we liked and didn’t like in the different models we looked at, then applied that to his search to find us exactly that.
If you go to this dealership, we highly recommend asking for Fred. When we are in the market for another car soon (an SUV), we are going to see Fred. As someone who always drove foreign made cars, our new car and experience has made me a fan and loyal to Ford.
Next, we had a minor issue after requesting that the dealership sticker be removed from our car. As much as I enjoyed our experience, it doesn’t mean that I want our new car to be a driving billboard! Unfortunately some paint was removed in the process and Andre Epps, the service manager we worked with, was also exceptional. He was unhappy with what happened and immediately moved to resolve it… including demanding that the paint job be re-​done, because he was not 100% pleased with the job that was done the first time.
This matters to me; it says that you value your customers, want them to return and approach your product (cars) as you would if it were your own car. Too many people, including the detail techs that removed the sticker — who saw the damage and still tried to return it to me as acceptable — seemed to forget this. I can guarantee if it were their own car, they would have been more careful when removing the sticker. Andre takes this attitude with his customers — treats their car as his own — and I plan to always return our car to him for future maintenance.
As I said, I work in Marketing and focus on user experience and brand loyalty, so when I see a good example of it, I like to point it out, even if that means a very long review!

Upbeat and friendly, though their sales people could use some training in their products.
I was just browsing, so getting an inexperienced salesman was not a problem. But if I was buying I would want my salesman to know the difference between a vehicle made in Detroit and one made in Spain, not to mention that a little 4 cyl truck can not pull a 5K# trailer.

This review is for the service department.
I bought a new vehicle at this location last August (great experience). I even purchased the service and warranty plans with it thinking it would be so easy just to bring my car here.
I called July 24 requesting an appointment for routine maintenance and inspection. I was told I would have to wait until August but I could bring it on a first come first serve for the inspection and bring it back a few weeks later for maintenance. No thanks. I called the Ted Britt Quick Lane who was able to see me the next morning.
I decided to give Chantilly another try today. I received a Safety Recall Notice on my vehicle yesterday in the mail. Since I use the vehicle to drive my 6 month old baby, I had a sense of urgency to call to make an appointment. This location could not see me for another week. Ok… I can live with that. I let them know I will take anytime in the afternoon. To which I was told «we don’t make any appointments after 10am». How can this be… any working professional would never be able to bring their car in. I then asked if this is true for the Quick Lane and Fairfax locations to which I was told, they can’t help you either. I then told her «I guess I need to call another dealership then» to which she replied «ok, have a nice day».
Ok?! Wow! I was so upset. I thought to myself, I buy a service plan in advance and now they can’t even help me for a safety recall.
After I hung up and took a breath, I decided to call the Ted Britt Quick Lane even though the Chantilly location told me they couldn’t help me. They were wonderful and are able to see me tomorrow!
Sorry Ted Britt Chantilly, but I will not be returning.

I recently bought a new 2014 Ford F-​150 FX4 4×4 truck from Ted Britt Ford.
I worked with Michael Asay as my sales person. I went on four different test drives with Michael in my quest to narrow down my choice. I originally had planned on special ordering the vehicle I wanted — but I found one in stock that was close enough to what I wanted in terms of the whole package.
My only qualm with the place is some times it gets a little to busy — the staff are overwhelmed with paperwork — there were several times where Michael Asay had to wait his turn with a number of other sales folks getting their issues addressed. The day I bought the truck, I was at the dealership for about 4 hours from start to finish.