Koerner Ford of Syracuse

Koerner is currently revamping the exterior of the building but I personally think that that effort should be put into their service staff. I have been here numerous times over the past few years.
* I want to state that I have dealt with the Fleet manager and he was helpful and took the time to walk me through my new vehicle and the set up of sync, etc… I also had a very pleasant conversation while waiting for the fleet paperwork to be completed by someone on the sales team.
Here is where the 1 star comes in — the service department leaves so much to be desired. A few weeks ago, I had to bring my car in for a recall. The man behind the desk who checked me in was rude. No greeting, «hi, how are you?» «what can I help you with?», etc… I simply stated that I was there to drop my car off for a recall. Understandably, it was approx. 10 minutes prior to closing BUT they were not closed yet. Assuming he is paid hourly, he is paid to be there and do his job until that time. I received a survey after that and completed it — never heard from the dealership. Not that I was really looking to but I am somewhat surprised that no one reached out to secure additional info.
Then last week I brought my vehicle in for some noise in the rear. I received the call a few hours later with the problem and what it needed. I said I would speak to my husband and call back. When we called back, we asked for additional information about the cost and parts. We said we would come pick it up and determine if we were going to bring it back for the repair. The response was that he had already closed it out on the computer and he could not pull it back up right now. He said he could tell us when we came in to get it. Nothing like trying to seal the deal and secure our business.
Over the years I have been in there and really the same type of experience. Never did I walk out and feel like it was a great experience.
Though this is the most convenient location to my residence, I do not plan to return. Customer service is such an important aspect of a business and they don’t even display basic customer service skills.

DO NOT GO HERE!!!
I Dropped my 2013 escape off for 4 recalls and an inspection. They called and told me everything was done. Well that was not the case. They were out of parts for the forth recall and did not tell me until I showed up to get my vehicle that they would call me on Friday to set up a appointment. I get into my now totally dirty vehicle and find not only the pieces of the old inspection sticker all over the dashboard of my vehicle but also a broken piece of razor blade mixed into the dirty and grease inside my vehicle. I go to use my wipers the next day and found out that they are not working properly. who ever took my vehicle apart did not put everything back correctly. I did not receive a call from the service department until the following Monday and rescheduled my final recall. I also told the staff that they needed to fix my wipers at the same time as the staff had broken them. I was also advised that this time they would not provide a rental vehicle to me and I would have to wait or drop it off to them.
I drop my vehicle off to the service department and was met by a rather rude and abrupt male who stated «we don’t have those parts, we have to order them». The female responded that the parts were in. I told the male that he also should have a order to fix my wipers, i was not surprised when he told he did not. I told him since I can not get a rental that I need my vehicle back by 2PM. His response was «it will take as long as it takes». then he tells me to deal the the other lady on the service desk.
dropped my vehicle off at 0730 and was called around 1130 to pick it up and everything was done. I pick up my paperwork and told the staff about all the issues I had and the only response I get is «I will inform the Service Manager». Not once did anyone say sorry or anything about the mistake they made.
The story does not end there. Tonight while driving down the highway I get a low coolant level warning. I pull into the closest gas station with my 13 year old daughter. As soon as I raise the hood my daughter looks down and see a hose is not properly connected to the vehicle and i have been leaking coolant for just under a week.
I called and spoke to the Manager and told him about all the issues I had with his dealership and the rude staff. I spoke to him for 10 minutes or more. Not once did he ask my name or phone number. Not once did he apologize for his staff or the poor maintenance work that was done
AVOID THIS PLACE.
Update to take my vehicle back due to numerous warning lights coming on. I went to Romano Ford. They told me the recall work that was done was faulty and they had to fix it again.

So frustrated right now. I went on their website and set up a service appointment as indicated through their online system. They indicated I should expect a call back confirming the appointment. No such call came and when I called the service department I was put on hold three times without anyone picking up. I finally got through to someone who told me that they do not use that system and they don’t even know why it’s on the website. When I requested an appointment for a brake inspection and repair they told me 10 days is the quickest They could get me in. Terrible terrible service! I will take my business for service and sales elsewhere

My mom had a 1997 Mercury Villager that needed a new computer. The car was towed there, the tow truck driver gave the service counter the new computer that needed to be reset. They lost it, still charged my mom for resetting the old broken computer and only refunded the cost of the resetting and never replaced the new computer module they lost. BAD SERVICE

Scott, the internet sales manager was very patient with us in listening to our needs and offering us cars that met our needs. He was very responsive and got us all the information we needed. I would highly recommend Scott.