Champaign Ford City

Absolutely terrible customer service. The way I have been treated and avoided, the way my vehicle has been treated, is unacceptable. I have a Ford ecosport se, 2021. It is part of the big recall. Called back in October to get something set up, was told they would call me when they had times available. Never got a call back. Again the same thing in December. Then, beginning of Feb it bit the dust. I was told not to drive it and to have it towed to the dealership. Estimated time to fix it was 8 to 12 weeks since the part they needed for the turbo was on backorder. Cool. They said they would reimburse me for the tow (they still haven't as of June 3rd) and I could get a rental on them, all I had to do was pay the deposit when I picked up the rental. The best part of this whole experience was Hertz rentals, and that was still a headache. But this isn't about them and they did their best with what they had. Finally my car was ready for me to pick up May 12th 2026. They had my car since Feb 9th 2026. No one says anything to me about any issues found during repairs. Imagine my surprise when my ac does not work on an 84° day. I contacted them that same day to ask why the ac was not working and they initially told me they did not even touch the ac unit. Which.... Is a flat out lie as you have to disconnect part of it to replace the engine. And what do you know? Their diagnostic found that the compressor was bad. My car that I bought brand new with 7 miles on it suddenly has a faulty compressor? I think not. Of course they did the usual "oh he isn't here today, come back tomorrow" several times when myself or my family members went in to have a conversation about this issue. Finally we got to speak with someone who let it slip that the tech had deviated from SOP and did not include any notes as to why. Actually there were no notes at all. Strange to me, since I'd think you would be documenting everything with such a big repair as replacing an engine. But what do I know? I'm just a woman. After more back and forth via email and some assistance from my brother, they agreed to take a second look at the car and told me that another option for me would be to replace the clutch for the ac instead. So instead of paying over 3k for their patented ac that you can't replace with anything aftermarket, I could pay just 1k plus taxes. For something they likely broke or damaged when replacing my engine. But we don't know, since there are no notes and the tech didn't follow SOP. My ac worked when I used it on an unseasonably warm day in January, I find it hard to believe it suddenly broke down after not being used for 3 months. And why did it sit there for 3 months unmoved? Because of the Ford recall. Because it was unsafe to drive. Because they wouldn't let me take it anywhere but a Ford dealership for these repairs. Who is at fault for that? Certainly not me. But I am the one footing the bill instead of Ford. And just as an extra "we don't care", here are some photos of what I found when I picked up my car this final time. Because, believe you me, I will not be taking my car back here. In fact, I will not be purchasing a Ford vehicle ever again. I'll probably get a Subaru because they actually care about their customers past selling them a vehicle that will break down in 5 years (on average).

i recently brought in a mustang for service after taking it to another ford dealership to get worked on. the last dealer ship put both my rear tires that are wide on the left side and my 2 front skinny tires on the right making the car feel terrible. i brought it here to figure it out and get an alignment they gave me an alignment before fixing the tires and then decided that they were going to take my car out joy riding they turned a 30-45 mile transmission warm up into 7 miles they were hot riding this thing for a test ride when i specifically asked to go with them and make sure the problem was fixed but instead they decided to go without me and send me back home issue isn’t fixed 10k mile car knocking when i turn now…

I had an experience at Champaign Ford City that started out stressful but turned into something really positive. I initially came in for repairs quoted at around $1,100. This was after already spending $5,000 on repairs back in June, so the costs were really adding up. Then Brad from the service department called to let me know the manufacturer no longer made the part I needed, and using an alternative would bring the total to over $1,700. At that point, I asked Brad what the smartest move would be. We had briefly talked about trading in before, and he suggested I at least explore that option. He shared his own recent positive experience with the sales team, which I appreciated because it felt genuine not pushy. Shortly after, Bill from sales reached out, and everything just fell into place. The process was smooth, straightforward, and much easier than I expected. Within a day, I drove away in my dream car 🚗 What stood out most was the honesty and guidance. Brad really took the time to help me think through my options instead of just focusing on the repair. Takeaway: If you’re facing expensive repairs, it’s worth exploring all your options. I’m grateful to the team at Champaign Ford City for making the whole process easy and helping me make the right decision.

I usually have not had the best experiences with Ford dealerships, so I want to give credit where it is due. My truck had a bad alignment from the day it was new. Since it was covered under Ford warranty, I brought it in to have it corrected. The first alignment improved it, but it was still off, so I had to make a second appointment. I even took it to another tire shop for an alignment, and they also could not get it quite right. My service advisor, Nick, did a great job throughout the whole process. He made sure my alignment issue was taken seriously and followed through until it was actually fixed. In the end, they even had a master technician work on it, and the result was excellent. The truck is now perfectly aligned, and it was all covered under warranty. I would recommend this dealership to anyone with a Raptor who is having alignment issues. I also had my Ford Performance tune installed here, and I have generally had good service from them. Of course, I wish the alignment had been fixed correctly the first time, but what matters most is that they stood behind the work, kept working on it, and made it right.

My husband and I have been taking our Flex to Ford City exclusively since we got it 6 years ago. I trust them and have had mostly good experiences with them. Bradley Decker has been our Service Advisor and I really like working with him. Yesterday, I took my mom's car in for an oil change and tire check. It took 2 hours. I was never updated, never given any apologies or explanations for the wait. I was also asked twice if I wanted the complimentary car wash. Both times I said yes. The car was not washed, and after 2 hours, I wasn't going to wait to have it done after the fact. This has happened before, and was brushed off by some older gentlemen in the service bay area. They were reported for their inappropriate remarks. This may seem trivial, but following through is a part of good customer service.