Maxwell Ford Service Center S I-35 Frontage Rd, Austin

I am sparing in high reviews; however, I have consistently had very positive experiences (since 2012) at Maxwell Ford Service. Professional relationships are always the key to customer satisfaction and trust! Mr Jim May and Mr Rocky Burgos have been professional, friendly and transparent about the work I have needed on my vehicles and the work has always been consistently dependable! They have always been able to speak with me, when needed, (even when they are busy) to answer any concerns or questions. Great customer service from great staff members!

I normally like to work on my car myself and always viewed dealers as overpriced and often mediocre service. The Maxwell Ford Service Center has proven this wrong. Since purchasing my Focus ST here a few years ago, I've brought it in a few times for oil changes and warranty service. The coupons they send out periodically make the trip and wait worth it. The service has been acceptable, though wait times are about what you would expect from a large service center. They let you schedule appointments online which does help with this somewhat. It looks like they recently renovated the service center. I appreciate the free wifi and USB charging outlets in the waiting area. They also offer shuttle service though I've never used it. The warranty service was mostly hassle free and they managed to find and replace the bad part (headlight assembly) the same day. As I'll soon be moving away, I just hope I can find a dealer in the future which is as good as this place.

Very disappointed with the lack of communication from their service staff. On July 2nd, I took my SUV for an EVAP replacement. Then they found a recall to replace the brake hoses. They kept my truck for a whole week because they did not have the parts. I don't know why they arbitrarily decided to keep my truck after they found out they didn't have the parts for another 4 days, and they never answered the phone or voicemail I left when asking for an update. I finally got a call back from another service representative to let me know that he had inherited my service ticket and that my truck would be ready until this past Monday, July 11th. The extended warranty took care of the EVAP replacement. I had to pay a $200 deductible. I later realized that the EVAP replacement was cheaper, and way faster, at a regular shop. They did replace the EVAP and the brake hoses, but I got my truck back with 2 tires with low air alerts. So, they had my truck for a week, but didn't even bother to put some air in the tires? Just one extra thing to add to this bad experience. They never gave me the option of if I wanted to use the warranty or if it might have been cheaper if I just paid out of pocket. Look for a different alternative, someone that at least can be honest about how long it will take and present all the options you can have instead of just hiding and ignoring the calls.

Key cap broke off my brand new Mustang after like 5000 miles. I have the premium full coverage warranty for 7 years/75k miles (even if I didn't, the warranty the car came with would've covered it at this point) so I figured they'd replace the cap for me. Nope, they said it was "wear and tear" and didn't cover it. Seriously?? Brand new car, a part falls off within 6 months, and it's wear and tear? 1 star, absolutely ridiculous

Horrible experience …lost truck in lot …first service advisor would not return phone calls ..passed to another service advisor will not return phone calls ….called service department number multiple times ..put on hold for thirty minutes each time then they timed out and dropped the call…impossible situation …there is no way to communicate with them …I would warm everyone that I would not do business with them …when you look up their complaint file most are negative complaints …should have looked this up before taking my truck in to be fixed …please be aware…😡😡😡

By far the worst costumer service I have ever received. I purchased a Truck that was advised to have a spare tire. When I got the truck home I noticed the exhaust mount was broke and there was no spare tire. I called the sales person and he seemed to not care at all about my issue. He said I need to bring it in to see if they could fix it. I live 50 miles away from the dealer and explained I need to know if they can resolve my issue before driving in. He said I would have to bring it in and a manager would have to decide. I asked to talk to a manager and got transferred to voicemail. I called back and asked to speak to a manager and voicemail again. This went on for 2 days until I brought it in. I ended up waiting 4 hours while my truck was parked out back to get an answer on how my issue would be resolved. Every time I would ask for an update I would be told to ask the service desk and the service desk would tell me to ask the sales desk. I asked multiple times to talk to a manager and a sales person would come up and not be able to tell me what was going on with my truck. Finally after 4 hours I was told they could fix the exhaust but have to search for a spare. A week later they found a spare and I drove another 50 miles to pick it up. Waited an hour and a half for them to throw it in the bed of my truck and tell me there is no Jack or spare tire lowering bars in my truck to put the spare on. They said that they would order one but I never heard anything back and honestly I am not going to contact them. No one seemed to care at all about my issue and I don’t want to keep making to long drive just to potentially be helped. Would never recommend this dealer to anyone.

Ok. Not the best bc charge way too much for everything. Yes everything. When all vehicle dealerships are very very wealthy to begin with so why so much for required maintenance at the dealer prices !!! & Or buying a new vehicle either way there All rediculious I'm prices all together..

Don't even bother!!! Their appointment system means nothing!! Except to tell them when you're bringing your car in so it can sit for days while they do nothing!! Jackie W. in service explains that an appointment allows me to talk to a service advisor so if I just show up without an appointment am I supposed to drive my car into the service bay and throw my keys in it and walk away and let them figure it out?? Someone please explain that one to me!! When I take my other non-Ford vehicle in with an appointment to a non-Ford dealership they get to it THAT day!!

I have received two safety recall notices from Ford indicating that the driver side airbag and the passenger side airbag both needed to be replaced. I live out of town so I had the recall representative schedule the service to be done at the closest dealership and that would be Maxwell Ford. I was also told by the representative that since it was a safety recall that a rental car would be provided to me free of charge. When I arrived the service advisor started taking down all my information and said it would take three to four hours to replace the airbags. When I inquired about the rental car he said that it would be out of my pocket. I told him that it was a safety recall due to a manufacturing defective airbag and why should I pay for a rental car when it wasn't my fault. I was upset so I told him to forget it, I then pulled out into the parking lot and called the recall representative back and indicated my situation. They said they would call and talk to the service manager and they would straighten things out for me. I was informed to go back in and look for the service manager (Eric), well wouldn't you know he gave me the run-around as well stating that the rental car would only be issued if it was going to take longer than a day. He basically said my options were to sit in the lobby for four hours while the work is being done (really like I want to sit the lobby that long) or pay out of my own pocket for a half day rental. It was a longer drive but I finally contacted the dealership from which I bought the car (Leif Johnson Ford). I must say after the experience I had with Maxwell Ford, Leif Johnson Ford was more than accommodating stating that the safety recall notices do indicate a free car rental. Never ever will I do business with Maxwell Ford, never ever will I recommend Maxwell for it to anybody. You guys just keep doing business the way you're doing and you will keep receiving these one star reviews.

Our overall experience was okay though there were a few disappointing encounters. We went in to look at purchasing a specific vehicle advertised online only to find out it was demo and they would not sell it to us. Not to mention, the salesperson next to us was being obnoxious and raising his voice at his customer which was unprofessional and alarming. In addition to all that, after coming to an agreement with the sales person on pricing we end up finding a hidden fee the finance person did not mention. Oh and beware of buying a used vehicle from them. I traded my vehicle to them and saw that they added features it dose not have and priced it way more than what the sticker price was when I first purchase the vehicle. It’s been 4 months now and I am still not happy with Ford maxwell because now I am having problems with there mechanics because they refuse to go off the price that’s on the Ford app. They say it’s wrong and for us not to use it but when we bought the car the sales man told us to use it we would get good deals. I am regretting purchasing from them.

I went to get my truck serviced and was given an appointment time. Turns out the service and scheduling department are not the same. They also do not communicate with one another. This turned into a wasted trip due to a 3 week back up. The staff was very friendly and wanted to help anyway they could. Would have been nice to know before driving to the dealership.

Absolutely horrible experience. My vehicle has been at the dealership for 2 months in the service department just sitting. I was told to bring my vehicle in January 31st to be looked at, my car sat there for 10 days before Jackie let me know it had not even been looked at and said I could come and pick it up. After bringing it back in a week later, it was then another week before they could even look at it and tell me what was actually wrong. Since I have just been told the part needed to fix my vehicle is on back order and the dealership has provided no options to help with transportation. This has led to me paying for Ubers anywhere I need to go, on top of my car payment and car insurance I am still paying. It is impossible to get in contact with the service department, as well as impossible to get a response from your service advisor or anyone at the dealership for that matter. When calling the front desk to ask to leave a message for the service department manager after not hearing from them for over a week, I was informed “well I can’t pass a message to them as they are in the building behind us” and then proceeded to tell me if I wanted to speak to someone to take time out of my day and come in person. I understand parts being on back order, but ignoring customers and giving them the run around is not how you do business or provide customer service. I will never be purchasing a vehicle from Ford ever again. Good luck ever getting a response about your vehicle if Jackie is your service advisor, she has no empathy and does not know how to communicate effectively.

The act of purchasing the car was fine... the after sale stuff leaves A LOT to be desired. I came in pre-financed ready to pick up & go. This dealership is a preferred dealer to my bank & they can close out the paperwork. I was told they would complete process in the morning & I left with the vehicle. I waited a couple of days to follow up about the paperwork and I was told by my salesman (Richard) that the paperwork was in the mail. So I waited about a week and and no paperwork showed up to my house. I called back and eventually one of the managers had to finance people email me the paperwork. Still to this day 90 days later I have still not received that paperwork that was in the mail. Also my car was part of some sort of Ford blue certified 150+ point inspection or something BUT one of the lights above the license plate was out. Plus one of the daytime running lights was out. They wanted me to bring the car back to the Ford place for repair but the car is a Honda. I replaced the license plate light myself, the daytime running light is an assembly. If I take the car to another place for repair it's gonna cost me a $100 deductible. I live almost a 100 miles from the dealership. I would have expected the certification inspection would have found those issues. Additionally, It took 59 of the 60 days to receive my plate tag. I had them registered an existing plate which made it tag only. Apparently, my registration wasn't submitted in a timely manner. I was told they wait until paper tags expire before they check with the State for registrations. All the while people are subjected to driving on expired paper plate. Front desk lady say there is a 20 day grace period BUT she couldn't confirm if the cops new that grace on that dealerships have it. SMH Now my salesperson Richard, who told me the paperwork was in the mail. Wouldn't communicate with me but each time I called the dealership they said contact your sales person. He made this way harder than it needed to be & with some attention to detail most of the above could have been alleviated. As I said buying the car was easy... I had my part take care of. The rest of the interaction was something to be desired.

I am so frustrated with this service center I can hardly gather the energy to leave a review. If possible, do NOT give this place your business. Why? - Each time I call someone gives me contradictory answers. For example, one person told me they put me on the "waitlist" for a recall and another person said that wasn't possible for them to do. - They have been extremely rude and condescending. - They argued with me that my car did not have a recall on it until I asked them to pull up the website to search my VIN. - I showed up at 7AM to pick up my car and the only person with a customer was the agent I worked with. I asked for help from one of the 5 other people that had no customers and they told me I would just have to wait. I asked them to go ahead and pull up my car since they weren't working and got an eye roll. - After they lost my key, I asked they at least pick me up so I did not also have to pay for an Uber to get back to the shop. They said they could get me a shuttle but wouldn't know when it would arrive. - I was hung up on twice when calling My service agent was very kind, but ultimately not very helpful. When I expressed my frustrations about feeling lied to about having been told I would be called when the part my car needed was available he just shrugged and smiled. It was dumbfounding how little the people at this center care.

The actual car service was 5 stars. Quick and easy and cheaper than expected. But my overall experience was less. At least refill the coffee and snacks in the waiting room, pls. The people who would make eye contact with me were nice though so that's cool I guess.

Impossible to get update on status of vehicle. Voice messages not returned. Someone answers the phone politely every time, but cannot determine status of vehicle. Very frustrating.

Service with a smile. Andrew, service advisor, kept me informed on progress of my visit and seems to be a well informed Ford man. Great representative for Maxwell.

Truck slow pick up speed. Heard they needed computer adj. Also needed oil change. Oil change was all I got. As long as your light is not on your ok. When I pull out on service rd. Seems I pull out to make other drivers slow down.people don't like that. Hope we make it

Pretty disappointed. Made an appt to bring my truck in to diagnose a suspension noise. Was told the diagnostic would take a few hours and I might have to leave it there if it needed repair. Went for my appointment and was told, no, you have to leave the vehicle there for a few days until they can get around to doing the diagnostics. What is the point of the appointment? Why does it always have to be this way with dealers?

Where do we start. We have always had a good experience with the service center until now- everything that could go wrong did. It all started when we went to drop of my husbands truck for a state inspection and for them to look at his window that we noted had a hole in the seal. They said it might take awhile and we said that was fine but expected a call. No call ever came, we called them before closing and had to leave a message. That was a Saturday. We didn't get the truck back till Wednesday and that was only after the worst experience we could have had and nothing had been done until the evening before. We were helped by Ray Luna- who we both do not recommend if you can pick your service representative. He told us different information, he told us misleading information that made his previous information incorrect, he NEVER told us that we would be charge for a diagnosis of the issue we came to the shop knowing (hole in seal on the window). He tried to make us pay over $200 to get the truck back with no inspection and nothing completed. He could not give us an estimate to fix the window. He told us that we failed the inspection when we did not and tried to charge us for an oil change that we never asked or approved. This place is full of BS people trying to take advantage and we will not deal with that again. This is only getting 1 star because of the manager Eric. He was awesome and helped us get the truck inspected (ON TUESDAY after having it for 3 days but hey at least it was done) and promptly returned calls. People go where they are respected and this place does not respect their clients. I recommend you go elsewhere.

I made a service appointment a week in advance. Instead of providing service I was told to leave the car for 2 days and they'd get to it at their convenience. The woman refused to let me see a manager and so I called and left my number and a complaint which were never returned. I'll never use them again