Reviews

Review Details

• Review fromRichard S

  Date: 02/26/2025

  1 star

  Richard S

  Date: 02/26/2025

  Absolutely zero is my score horrible place to do business they lie, treat customers like crap, won't stand behind their warranty, won't take care of recalls that I have tried to have taken care of I had a set appointment at 9:30 a.m. they told me 2 hours it would take and they would call I walked around for three and a half hours with no phone call I went back to find my car hasn't even been moved they are the ones that gave me an attitude inside I told them that I was going to be waiting and they just don't care this has been the third time that I have gone through this with them and still do not have my problem resolved it's a sorry excuse for a business
  

  Nelson Ford Mazda

  Date: 02/27/2025

  It is unfortunate that Mr. ****** had a poor experience at our dealership. I would like to address his concerns and offer an apology for the miscommunication that occurred. Mr. ****** was checked in at 9:31 AM on Wednesday February 26th. He came in with a check engine light being on, and explained that the vehicle was hesitating. He explained that the transmission was shuttering and had a lag when trying to accelerate. Since the service requires a diagnosis it is not practical to provide an expected time for the work to be completed. The advisor that checked him in asked if he was dropping off the car and he said yes. There was obviously a misunderstanding between us, as dropoff is clearly noted on the attached service order. We were unaware that he had waited on the diagnostic until he returned to the service counter and requested that he wanted his vehicle back to go elsewhere at around 1:00. In regards to us not standing behind our warranty, I am not sure what he is suggesting? He has a warranty in force but without completing a diagnosis, we do not know if the required repair is covered or not? Mr. ****** did not give us the opportunity to complete a diagnosis to determine what is wrong, and whether or not the repair will be covered. This is the first time since his purchase on August 24th of 2022 that he has been in our dealership.His complaint says that this is the third time he has been through this, which is simply not the case. We will honor the warranty that Mr. ****** has in place. Since this requires a diagnosis we can not provide a specific time in which the car will be ready. We have no idea how long that it will take until we get into the process. We are willing to have a driver come to his house, pick up his vehicle, and return it once the service is complete. We will stay in contact with Mr. ****** using his preferred method of contact to explain what we have diagnosed and whether or not his warranty will cover the repair. Again, we apologize for the miscommunication and hope that we can work together to resolve this issue.

• Review fromTiffany A

  Date: 07/17/2023

  1 star

  Tiffany A

  Date: 07/17/2023

  The ONLY reason we went to this dealership was due to personal reasons (having to have someone from NC come up to sign off on the car we were trading). From the get go it was unpleasant. They saw my boyfriend's credit score and immediately snubbed him. Now w my credit score we could get anything on the lot... Their words. We choose the car we wanted, did all things and left with a used 2020 vehicle with a little over 32k miles. Thirty minutes down the road the check engine light came on. We called the dealership and we're advised to take it to Advance Auto and have them run the code. On the same day the car started having other electrical issues & messages. We got the car home to ******* safely and called Monday. After speaking with the sales m n & sales manager for 30 mins they finally decided to let us take it to local shop and work with them. I also called and left a message with the general manager to call me (he was on vacation). My local dealership couldn't recreate the issues but did note the parking brake wasn't working and the oil hadn't been changed. I had to return to Martinsville the following weekend to get the tags which wasn't an issue because we were going to NC as we have family there. I tried to give them the records from my shop to show what they did, they didn't want them. Nelson now wants us to bring the vehicle back to them to see if the can recreate the electrical issues and fix the parking brake. I get that this is where I purchased the car from but they aren't taking my time & gas which is money into consideration. No rental while it's being looked at.... Nothing!! AND.... To find out the general manager has been back from vacation and still hasn't returned my call. I've dealt with many dealerships in my time and this was by far the WORST experience I've ever had!! Steer clear!!
  

  Nelson Ford Mazda

  Date: 07/24/2023

  I apologize for the late response, but when I received the complaint, I was in ******* at a Ford Motor Company meeting. I am back in the office today and have gathered the information for you. Tiffany purchased a 2020 Chevy equinox from us on June 17th. It was a vehicle that she test drove and liked so she ended up purchasing the vehicle. Like all of the used vehicles that we acquire, the vehicle went through the shop for an oil change and multi-point inspection. This work was completed on March 21st . I have attached a copy of the repair order for your review. When Tiffany was driving the Equinox back to Roanoke her check engine light came on. The vehicle is still under the Chevrolet 3 year. 36,000 mile bumper to bumper warranty. She took the Equinox to her local dealer to be checked out. Her local dealer could not recreate the issue with the check engine light, but apparently they inspected the vehicle and told her that the oil had not been changed and the parking brake was not working. I respond to all reviews so when Tiffany gave us a 1 star review on Google I responded and she reached out. After consulting with the owner and managers I explained that we would come to Roanoke, pick up her vehicle and bring it in to repair the parking brake and provide her with an oil change. We would then return her vehicle to her home so she wouldn't be burdened by having to bring it to Martinsville and wait for the repairs to be made. Tiffany agreed to this on the phone so I began working to schedule a time to make the repair at our GM dealership. After getting an appointment date of Tuesday July 18th from the service manager at our GM location, I tried to call Tiffany to confirm the pickup time. I called her on Friday the 14th and left a message explaining when we could do it Tuesday the 18th and requested a call back to confirm. I called again on Monday the 17th leaving the same message and requesting a call back. To make sure that she got it I sent a text out on the 17th as well explaining that we wanted to pick her vehicle up for service. A copy of that text is attached as well. We are willing to work on Tiffany's Equinox as previously agreed upon, but she has yet to respond to my attempts to contact her. She has given us a 1 star Google review and a 1 star Facebook review with the same information included in this complaint. She has not answered my calls, returned my messages or responded to my text message attempting to correct the situation. I will be glad to schedule her service if she will respond and we will correct the issues that she explains. If she doesn't communicate with me we are unable to address this further. I will continue to reach out to get this coordinated but communication is essential to getting this issue resolved. Respectfully, **** ****** Customer Care Manager Nelson Automotive ************

• Review fromLisa B.

  Date: 09/14/2022

  1 star
  On August 13, 2022, I put my Ford Escape in the shop at Nelson Ford on Commonwealth Blvd. in Martinsville, VA. 24112. As a result my vehicle stayed in the shop until September 7,2022. My bill was $729.79. I did not have my vehicle 24-hours before my vehicle was back in the shop for the exact same thing. This time I'm being ask to pay and additional $290 for what should have been fixed the first time. One would think after being in the shop for nearly a month, whatever was wrong would be corrected. I spoke with my advisor (Samantha ********) and she informed me that it was nothing else that could be done. I then call corporate office and they also informed me that it was nothing to be done that I would have to pay the cost. I find this to be ridiculous, I have been a customer at this particular Ford establishment for the last several years, (history can be reviewed). I'm very disappointed with this type of professionalism. I'm asking that my vehicle be fixed right this time, with no additional charge. Lisa ** *********