allways prompt and courteous during service visits, upfront pricing and no high pressure sales tactics when all you want is an oil change!!! highly recommend read more

Scheduled a Ford Accessory install which took 2 weeks. After waiting 20 min in the waiting room, I was told that they cannot do the work. This wasted 2 hours of my day. And they couldn't refund my prepaid service payment directly. I had to ask them to provide me the part which I had paid through Ford. I asked if they can't do the work why are they listed on Ford and why did they take my appointment? No answer. Do not bring your Ford here read more

I purchased a pre-owned 2022 Tacoma back on March 9th. The purchase went smooth, and I was initially satisfied. Fast forward to today, the truck has clearly sustained damage to the top of the cab that wasn't visible on a rainy/hazy day when I walked around inspecting the truck and eventually purchased it. Once I got the truck home, I took it to get the windows tinted the next day, the shop pointed out a dent over the left rear window that I had not noticed. I notified Empire, at first, they were reluctant to help, but I was able to prove the dent was preexisting from the lot pictures. So, they sent me to their dent guy to get the dent repaired. All well and good, or so I thought. On March 25th I was walking down the stairs to my garage and looked atop the cab. There were 3 more visible wrinkles/dents in the top of the truck. I reached out to Empire again and was told to use their dent guy but would likely have to pay out of pocket for the repair. Today 4.16.24 I take the truck through the car wash for the first time. As I am exiting the dryer/blower pushed in the top of the cab with roughly a 2' circumference and 2" deep. I was able to push the dent back but it is now evident that the truck had sustained some type of damage to the cab and has bent a support brace that would have prevented the cabs skin from buckling under the pressure of the dryer (I have video evidence of this happening). I call the dealership to speak with my sales rep Sammy Hayton, I give him the rundown on what happened, he says let me reach out and see if there is anything we can do. I thought great they might help remedy this since they were initially willing to fix the damage visible in the lot photos. Wrong, he comes back with there is nothing they can do. He then mentioned the Carfax was clean and went on to say they weren't aware of ANY damage and would have informed me if they knew. Ironically enough he contradicted himself, when the sales rep sent me to their dent guy, he mentioned they had already done some work on the truck. I take the truck to the dent guy, he commented he already had to repair damage to the truck. It is evident that the dealership was aware of damage done to the vehicle and limited the information they disclosed. Looking over the truck in depth with a master collision and body work guy today he confirmed that the top of the truck had previous damage that was evident by the wrinkles and dents on the top of the cab, he stated the support structure was likely pushed in at some point. Essentially the skin on the cab has no support, which is why the dryer buckled it. I traded in an almost pristine vehicle only to be lied to about what I was driving off the lot. They were clearly aware of the damage, tried to conceal it, lied about it, then refused to help make it right. As I'm typing this, I received a call from Sammy Hayton saying he spoke with his managers, they say that there is nothing they can do. Empire has now left the impression on me of being nothing more than another shady dealership chasing that $$$. Customer satisfaction is apparently at the bottom of their work ethic. Lack of disclosure and shady dealings continue to trump all in the car sales industry. Well done Empire Ford Lincoln, you took what was initially a great business dealing and quickly let it go sour due to your lack of disclosure and the attempt at playing ignorant to conceal the damage you knew was there. My advice to those shopping for new or used vehicles, avoid Empire. (Disclosure - Sammy was great to work with. He helped where he could so this is not on him. He likely was unaware of the damage. This falls on management.) read more

DO NOT USE EMPIRE FORD SERVICE DEPARTMENT!!! Jesse at service counter is very rude and uneducated about vehicles. Had a simple tail light pig tail replaced. The tech did not wire correctly and tail light kept cutting out. I got pulled over by cops for this. Luckily cop understood. Called Empire service department..they refused to let me speak to a manager and Jesse said same tech had to do repair. I asked for someone else to do it and he said probably a week to get in...after they charged me $200. This is a 20 minute job at most.....Had issues 2 years ago with an alignment that was done...same response...you have to wait to come in so we can fix our screwup..meanwhile I had no other vehicle and my tires got premature wear due to their negligence. read more

I spent THOUSANDS getting the front end, brakes, and bearings. They did NOT align my truck? Said they set the toe? I took the vehicle for a qualified alignment. Vehicle needs can bushings, camber sleeves. 427 extra dollars!!!! Empire Ford is incompetent. I will forever tell my friends how they did not properly diagnose my vehicle, and gave it back to me needing the a frame removed, and another 427 in needed repairs. They really do suck. read more

My family was on a trip to Nashville, TN from North Carolina and my truck broke down 30 minutes from Abingdon, VA. I called all the local shops and no one could or would help. It was Friday late afternoon. I called the only Ford dealership around and it was Empire Ford. I spoke to Lydia from the service department and she was very empathic to our needs and she waited after hours for us to get a rental car and get my truck towed to Empire. Lydia knew we were in a real jam and made it a priority to get my truck in to be diagnosed and repaired by Monday!!! The prices were reasonable for a dealership and the service was really good. Lydia went through all the repairs and explained them in detail. She personally escorted me to truck and told me not to worry all the repairs were under warranty and bid me a good day. I've read some old reviews and I didn't see anything or experience any rude or unprofessional behavior. What I experienced was a small town dealership that cared more about people than products. Thanks Empire!!!! read more

Very disappointed in service received at Empire Ford in Abingdon, VA. Second time this has happened. Went for oil change, service Dept. person came out with a list of things Ford recommended to do, cost over $600. First time my husband declined. Went yesterday for oil change and tire rotation and asked them not to bring out the list of recommendations. My husband asked that the tires be rotated to his specifications. Empire wouldn't do it that way, said Ford Motor wouldn't let them. We didn't buy the tires from Ford and I don't understand. I thought the customer who is paying the bill is always right. In the past we had tires rotated at other Ford dealers and there was no issue. Probably won't go back to Empire for anything in the future. Guess they will be glad that we moved our business elsewhere since they couldn't be in charge!!! read more

Normally not one to write reviews but honestly can't understand this previous one star. Have serviced my vehicles there for many years and yes some that aren't even ford products. I do expect them to provide me with recommended services for my vehicle and this is why I go to a Dealer not Walmart or a Jiffy Lube. If they ever stop doing what Ford Recomends for my vehicle then I will stop going. read more