Luther Family Ford

Tim, Brad and the crew at Luther Family Ford made the purchase of my new Bronco Sport smooth, easy and enjoyable. Best car purchase I've had. They welcomed me into the Luther family and I'm glad to be there!

TRINITY IS THE BEST, absolutely recommend him to everyone in need to a car. I went in just looking ended up test driving my DREAM CAR. I was on fence about it for a little but he reassured me be needing a FUN car. When I had questions he responded instantly. Trinity is the nicest guy you will ever meet.

I followed Mike Aguilar to Ford from another dealership (Kia.. cough..cough...) because he actually is the best! Not that the other reviews are wrong, but... I'm sure they're all nice sales people. I wasn't planning on getting a vehicle, but here we are! The sales process was easy and low pressure. Hutch's weather with kids was a very sweet thing to see, too!

Connor is the best. He and his team provided me a great deal on a new truck! This is my 2nd vehicle purchased at Luther Ford- I travel from Sioux Falls knowing the service will be top notch.

I ordered a trailer hitch and wiring system through the FordPass App because I was able to use a discount and my Ford Rewards points. I had just purchased a brand-new Bronco Outer Banks. Before my appointment, I contacted the service department to confirm I had ordered everything needed. They had my VIN number and assured me everything was in order. I scheduled an 11:00 a.m. appointment and drove 2½ hours to get there. While checking in, I explained that I had already purchased all of the parts and prepaid the labor. The employee checking me in responded positively, but then a technician named Ryan, who was actively talking on the phone, interrupted and rudely asked, “Do you know how long this is going to take?” His tone made it clear he didn’t want to do the job. I replied, “You tell me—I have no idea.” If his intention was simply to explain the timeline, he could have ended his phone call and professionally said, “This installation will take about 4–5 hours.” I let Ryan know that I had driven 2½ hours for this appointment. I then confirmed with the employee checking me in that necessary parts were there, and he assured me they were. About two hours later, Ryan called to tell me I was missing a module that would cost over $500. This made no sense because I had already spent nearly $800 on the parts/labor as well as $250 in Ford Rewards points. I questioned the information and asked him to stop the work while I spoke with my husband. During that conversation, I also explained how frustrated I was with the way I had been treated from the moment I arrived. I asked at least four times to speak with a supervisor. Ten minutes later, Ryan called back apologized for giving me incorrect information. He said the module would be $140 plus tax. I authorized the work to continue. That was the last communication I received until just after 4:00 p.m., when Ryan called to say my Bronco was ready. When I arrived, he informed me they were returning the parts I purchased and installed different parts instead. Assuming I would simply owe the additional $140 plus tax we had discussed, I was shocked when Ryan told me I now owed nearly $1,000. He explained that my purchase and Ford Rewards points would be refunded in a couple of weeks. I told Ryan, “You never discussed this with me. You told me I would owe about $140.” His response was simply that I would eventually receive a refund and that the overall price was lower. That completely missed the point. I chose to purchase the original parts through the FordPass App to use my rewards points and discounts. At no point did anyone ask for or receive my permission to change the parts being installed. I asked to speak with a supervisor, I no longer trusted the information I was being given. A woman identifying herself as the manager came out. Rather than apologizing or acknowledging the mistakes that had been made, she defended Ryan’s actions. She then told me that if I didn’t want to pay for the newly installed parts, it would take another five hours to remove them, meaning I wouldn’t have my vehicle until the next day. There was no apology. No ownership of the mistakes. No effort to make the situation right. The manager even stated, “We’re not going to give you the part for free.” I responded that I wasn’t asking for anything for free. I simply expected that no one would install different parts on my vehicle without my knowledge or consent. At that point, I had little choice but to pay. I was 2½ hours from home and my vehicle had already been modified without my consent. Throughout this entire experience, no one accepted responsibility for the poor communication, misinformation, or the unauthorized change in parts. I will never return to Luther Ford for service, and I would strongly encourage others to consider taking their vehicle elsewhere. Professional communication, customer approval before making significant changes, and accountability should be the minimum standard for any service department. Unfortunately, none of those expectations were met during my experience.