Freedom Ford of Claypool Hill in Cedar Bluff, Virginia

Due to Google review character limits, this is the abridged version of the review. The full review is on Freedom Ford's facebook page and has basically all the details but is definitely more than pretty much anyone would care to read. Anyways, I always see these places commenting on negative comments/reviews about how to contact them so they can try and make it right. I went ahead and done all that before posting the negative reviews and my issue is still as it was before. Also, this review is in regards to Freedom Ford's Service Department and not their sales staff, as well as Ford Motor Company and their customer service/policies. In 2016, I bought a 2014 Ford Focus at Freedom and it had just under 10,000 miles. Later, the car started doing some shuddering and hesitation when accelerating at slow speeds. I had read some articles and found out this was a pretty common issue with the Ford DPS6 Automatic Transmission as its dual clutch component was prone to failure. I also got a letter about a recall on door latches so I decided to take it to Freedom to have it looked at while it was still under warranty and on August 28, 2017 at 54,400 miles the clutch assembly was replaced under warranty with no issues. I later get a letter from Ford saying that due to "customer satisfaction" they are extending the warranty on the clutch assembly to 7 years and 100,000 miles. Fast forward to a few weeks ago and I start having the same issue as before and call Freedom Ford's Service Department and tell them the issues/concerns. When I get in to have the car serviced, I am told the clutch needs replaced however, it will not be covered under warranty due to my car being past 7 years and 100,000 miles. At the date of service my car was 7 years 6 days from the original date of purchase and 100,128 miles. I have been told multiple times by Ford and Freedom Ford that it does not matter it was scheduled for service while it was still under warranty, only that it was past warranty when brought in. In Freedom Ford's defense, their customer service manager said he tried every level of appeal and tried to tell Ford the repair was scheduled while under warranty and the dealership would put up the money they would make on the repair if Ford would cover the rest. He said Ford denied them all. I have no reason not believe this is true after firsthand experience dealing with Ford Motor Company. My problem with Freedom Ford Service is that I feel someone should have told me when I called and explained my problem that I only had a couple days to get my car looked at by Ford or it wouldn't be covered under warranty when they could schedule me, especially since their service manager said this was a common issue. Nothing was mentioned about this until they were telling me I was looking at a 1000 dollar repair out of pocket on the date of visit for service. I was a lifetime Ford customer, but no more. Lesson learned on who to choose to do business with.

We were in desperate need of a vehicle and found one at Freedom Ford but we lived 7 hours away. We decided to buy it in spite of the distance because we were taking a trip through that area. It was a pleasant experience from start to finish. We were on the road in our new vehicle in less than an hour. The staff is very nice. Thank y'all so much!

Wonderful buying experience!! Matt done an amazing job helping us pick out and purchase a vehicle after my car was wrecked. I will not buy another vehicle anywhere else!!