Customer ReviewsforRussell & Smith Ford

I took my 2014 Ford explorer for a repair to the alarm / key fob system. They charged me $800 for the repair but it did not improve. I took it back and they stated that the part that I needed now, was obsolete and they could not get it from Ford. I asked to speak to a manager 4 times, but no manager reached out to me. I asked where I could file a complaint, and they game me the contact information to the manager that failed to reach out to me after 4 requests to have him call me. After one month of the car being in there possession without forward progress, I elected to pick up my car and take it home without being repaired but charged $ 800.00. When I picked it up, they told me that they would continue to try to get the part and a manager would call me. That was about 3 weeks ago. I am still waiting for a call.

First and foremost, we apologize for the lack of communication from our Service Director. The text message requesting a call was not forwarded and he was unaware of the request. He has since called and spoken to Mr. ******. We continue to look for the part no longer available from the manufacturer. We have checked ****, used wholesale parts distributer and are attempting to see if any other model year units would work. We understand the frustration completely and are diligently searching for a solution to the now obsolete part required to repair the issue. The first repair was successful and most likely the component which corrupted the "next part in line." Below are notes from our file:   Mr. ****** came into Service for Keyless Entry Remote Range issues. Technician followed testing procedures and pinpoint test stated that the Radio Remote Receiver had failed (Part – BB5Z*15K602*L). The part was replaced, retested, and the system was working properly. The next time Mr. ****** came in, the concern stated that the remote buttons had to be pushed multiple times before the vehicle would unlock. Again, our technician diagnosed the concern and Pinpoint test led to a failed Remote Function Actuator Module (Part – BB5Z*19G481*U). This module was more than likely corrupted by the failure of the first module. We attempted to order this module for Mr. Ruibal, but the order was denied due to the part being obsolete. Ford has discontinued making this part and we can’t get it. We have attempted to find a part online for Mr. ****** in an attempt to help him, but we have been unable to find any vendor that can get one. The part has been discontinued and is no longer available. Please see attached documentation for part status. r

I received less than expected service from the service department when I took my vehicle in to have a diagnosis test done which they charged a fee but didn't address or find the issue for which I took the vehicle then preceeded to return the vehicle to me and upon driving away from the dealership the vehicle ran hot after pulling to stop raising the hood found the heater hose laying across the top of my battery then going back to voice my complaint with the service manager he tells me this was done by his most experienced technician but offered no apology or refund os service and basically without saying it outright accused me of making the whole thing up and I took a picture of said atrocitie I've had this vehicle over three years and never once had a problem with it running hot until they put their hands on it and I would like this issue blasted on every media outlet that exist and It leads me to believe I would have been treated better if I were white

It is certainly an unfortunate turn of events, but a diagnostic procedure would not include removal of hoses. We are as confused as you are. How terrible that you might believe a business bases decision on race. I can assure you we do not.

I rented a U-Haul Trailer and drove down to Houston, a 4 hour drive, after being given a verbal quote on a used vehicle from Russell & Smith Ford. The ****** for the car on their website said no accidents, one owner. It looked to me in the photos there might be a little damage on the right rear passenger door. Nothing major. I get there, and there's more damage on the driver side door, and the front bumper is torn. I ask if they can reduce the price due to the damage that was not listed on the CARFAX or there website. My salesman goes to the manager and asks. He comes back and says they can't take less for the car. So I think on it, and decide to go ahead with the purchase. The salesman comes back their balance due form which shows the tax, title, and license on it and it's $854 more. I tell him that's more than he quoted me yesterday and ask him to talk to his manager about it. Again the answer is no. They're not making any money on it already and they would be losing money on it if they did that. I leave for a little while and return to buy it at the new price. They make me sit there and wait, I'm the last one to go through financing, 2 1/2 hours. Then the finance guy says it's going to be another $415. Says it's because the taxes are different in LA. I tell him that's what they said when the raised it by $854 three hours earlier. He says there's nothing he can do. They're already losing money on it and shows me some numbers on his computer. I sit there stewing and don't want to go home empty handed because it's 8pm and the dealerships are closed the next day. I decided to just do it and then he offers me an extended warranty. I refuse it. They don't care about you, your time, or how far you've driven. They just want your money. I do not recommend this dealership. At least not for a used vehicle. You're just pennies to them and they don't care if you walk out the door. My salesman was a great guy and did a great job. That's the only reason I gave them 3 stars.

Carfax reports reflect information provided to them by insurance companies. If minor damage occurs and no insurance claim paid it most likely does not reflect on this 3rd party website. As far as taxes due the dealership should have been more proactive. Taxes vary by county i.e. Orange vs. LA. We do have a computer system that provided they have all residence information they are able to ascertain the proper taxes. Sounds like we missed the mark her. We apologize and will try to do better.

I am very disappointed in this dealership and the way it conducts business. I traded in a vehicle and purchased one on Monday, May 29th, 2023. The net result was an amount owed to me. The amount is $8,000+. I am still waiting to get the check promised to be sent overnight to me in Louisiana. I cannot speak to Denny ******, the F&I manager who helped me, or anyone from the accounting section of the dealership. I am filing a grievance with the BBB. Hopefully, others seeking to purchase a vehicle here that may find themselves in my position will use the information I have provided to make a better decision than I did.

We are happy this was resolved. Equity checks are released immediately upon receipt of clear, unincumbered titles. We apologize for any delay.

I have been a customer since 1985. I was pleased with the repairs on the Ford Taurus and its trade-in value for my present vehicle (Ford Focus). My battery was replaced last year with a 3-year warranty battery. I have had no trouble. I am getting general service soon (oil change, topping off fluids, checking pressure in tires, checking battery). Regular tuneup and checks are essential to a good operating vehicle.

Thank you so very much! We appreciate the review

Russell & Smith was great to work with! He was very upfront and made the process as painless as it could be. I'm never trading in car again, selling to *** **** is the way to go.

Thank you!