Crossroads Ford Of Fuquay-Varina

Lost a customer over an oil change. I bought my F-150 from here in 2020 and have been happy with it. I’ve taken both my truck and my wife’s Fusion here for service ever since and have been mostly happy with that too (I had a couple of lengthy delays with repairs previously, and some trouble getting timely appointments. However, I knew they were going through some turnover with their techs). I purchased a maintenance plan as part of the truck purchase and have received oil changes as part of the plan. Never had an issue until today. I needed an oil change and I knew it was getting close to expiring, but couldn’t remember the exact expiration date or mileage limit. So, I called specifically to ask if it was still valid. After looking my account up and confirming my mileage, I was told I had at least one more service left on the plan. So I made an appointment for later in the day. When I arrived I was told that they wouldn’t honor the plan because I had gone over the mileage limit by 3k miles. They didn’t care that I had been told otherwise earlier in the day. I’d have been fine paying for an oil change if I’d been told it had expired. The best they could do was offer me $20 off an oil change. I do not appreciate it when businesses don’t honor what they say they’ll do. And with them not being willing to work through something as trivial as an oil change, why would I want to give them business on anything else? I would rather give it to someone who prioritizes relationships and fosters loyalty with their customers. I’m even willing to pay higher prices at a place that I know values my business. You take care of me, and I’ll keep coming back! Capital Ford actually called me about a recall on my wife’s Fusion that I knew nothing about and told me that they could come by my house THAT DAY to fix it in my driveway at no additional cost. I’ll be going there for any future services for all my vehicles. I will also be in the market for a new vehicle for my wife next year, and I will not consider Crossroads Ford.

Great communication. Excellent Service from start to finish. All personnel went above and beyond, everyone was friendly, helpful and efficient in what they did. Cannot recommend highly enough.

This dealership overall felt very dishonest once the actual buying process started. They apparently mandate the protection package which is just overpriced fabric conditioner you can buy at any auto-parts store for $20 and they want to charge $500. When I questioned what that line item was the whole process broke down and I was told if I didn't want it I had to purchase elsewhere, which is now exactly what I am doing.