Performance Ford Service

I'm doing 2 separate reviews because one is positive and the other one is negative. I don't want to mix the 2. This is the positive one: I've been taking my 2021 Escape to Performance Ford Service in Randolph since I bought it brand new in 2021 from the same dealership. My new Service Rep, Amanda, was by far the most helpful and responsive person I've ever dealt with there. My car was there for over a week and she kept in touch with me with status updates, repair costs, etc. They are lucky to have Amanda, she's great!

It was Friday, December 22, 2023 and my wife and I were heading to Washington, DC to spend Christmas with our family. We had been looking forward to this excursion for weeks in our Lincoln Nautilus and had carefully packed the car with our luggage, Christmas presents for the grandchildren, and some baked goodies. It would be a 5 hour road trip, and we were all set, or so we thought.

When I climbed into the driver’s seat and pushed the start button, nothing happened. The motor would not turn over. The parking lights came on, but very dimly. Conclusion: the battery was dead, even though this car was only six months old. What to do? I could call the Lincoln Concierge for assistance, or I could call my auto insurance roadside help. Either choice would cost us time, and we were already behind schedule. Since I had another car in my garage, I decided to use this car to jump start the Lincoln’s dead battery.

Having now started the engine, I called the service department at Performance Ford Lincoln. I spoke with Doug, one of the service advisors, and explained the Nautilus’ battery had failed. I needed urgent help to get the problem fixed so I could get on the road to Washington. I told Doug I would be at the shop in 30 minutes and please have someone ready to check out the car. When I arrived, Amanda, another service advisor, jumped in to assist me. While my wife and I settled down in the lounge with a cup of coffee, Amanda had one of the techs check the car out. Amanda informed us the problem was diagnosed as a faulty battery which was quickly exchanged for a new unit. Anthony Rubino, the Service Director, oversaw the rapid servicing of our vehicle. Next thing I knew Doug told us a new battery had been installed and he walked us out to our car. Within an hour’s time of arriving at Performance Ford we were safely and confidently on the road heading to DC.

The service team at Performance Ford Lincoln came though for us in a big way and my wife and I appreciate their outstanding service, team work, and overall competency. Because of their excellent responsiveness to our problem, I felt they should be recognized with this review.

Tim Kelly
Long Valley, NJ