Absolutely frustrating service department. Dropped our Edge off over two weeks ago for transmission work. It was slipping noticeably but because it didn't show a "code" the technicians were unable to determine the problem. A week later, after a transmission service, they decided it was a bad torque converter. Said a new one would be in that Friday. A week later it arrived. They said it would be ready to pickup that evening, now Monday, two weeks after we dropped it off. Now Tuesday afternoon and they don't know when it will be ready. We have a premium extended warranty that includes a loaner or rental car. After telling us a loaner would be available in a day or two...no loaner has been provided. We fearcafter all this time, almost 12 business days, it will need a new transmission!! read more

Whatever problem you have with your Ford Motor Company vehicle do NOT take it Franklin Ford for service. I won't shop there for anything else at all. Sales will rip you off and the service department is anything but service!!! All indicative of poor leadership. You can't tell me that you can't figure out my portion of my bill and release my truck, instead you're telling me that you have to run it through the warranty company first when you know the customer portion is the deductible and the tow bill. I give them a minus 1000. read more

Terrible experience. Called the day prior to heading over to ensure truck was available and was told by 2 different people it was. Drove 3 hours the next morning to get to dealership. About 15 minutes from my wife and I arriving I get a call saying the truck is not available for sale because they found 2 severely rusted sections on the frame. I arrived anyway as we were close by that point. They of course had no other trucks anywhere near the price available and did not seem to really care about the inconvenience. Got a email from the General Manager asking how they did so I responded, but never heard anything at all from him, not even an apology. The truck was still listed on the website for sale 2 days later. Also, according to the website the truck had been on the lot for 22 days before I came over to see it. So is this evidence of poor quality control, lack of actual proper inspection or something else? I don't know because the customer service is so bad! Stay away, I sure will. read more

WORST customer service i ever seen. THESE clowns said our car trade in for a new car was paid off. After the sale was done for a new 2023 ford SUV we found out the trade in still had a 16 dollar payoff own on it. WE ask what happened and all these clowns done would say it's our problem to pay off a car even though they sent a payoff check to the lender to pay it off. STAY AWAY WORST dealership i have ever seen in customer service and car care. one star is so wrong MAYBE -1 MILLION STARS NEVER seen a dealership who show no concern or heart for it's customers read more

Buyer Beware! Atter 3 months and $3,200 in repairs for a non working vehicle that I purchased here with the $2,000 powertrain warranty, I'm taking it somewhere else. read more

I had a recall for an airbag. Granted this isn't your usual service experience, but besides trying to figure out where to go initially because there isn't a service desk to speak of, everything was organized & quick. They even got me a ride home & their coffee in the waiting room was exceptional. read more

This was my first experience with Franklin Ford. John in the service dept helped me. Very professional and informative. I felt they were very honest and only performed the services that were needed. Will definitely be back. read more

bought a used car and had to take it back within 2 weeks.The springs were shoot struts and shocks were bad. we put groceries in it and the tires rubbed the wheel well not good.The service department was great they were honest with us, they could not get the parts and it was not fixable. The Sales People where no help refereed us to the finance company and refused to speak to them on our behalf. They will not do anything and we bought the car on there word it was in good working order . and they could fix any problems we had with it . WE were ripped Off Beware read more

I wanted to give John in the service department here a big thank you for his help in taking care of my truck recently. He was so helpful in getting the problem solved! Thank you, John! read more

This store is not very helpful and the sales agents know little to nothing about cars. I was recently attempting to purchase a little van and the sales agent looked confused when I asked him certain questions regarding particular cars that were made by either Ford or Mercury. I left with the same amount of money in my pocket that I came in with. I pay cash for my cars. What they failed to realize is, if you sell cars, then you better know cars. All of them. That poor boy had no knowledge of what a Brookwood-(Chevrolet) was or a Colony Park-(Mercury) was and when I asked him about the Country Squire-(Ford). Blank look in his eyes. Sad. Don't shop here. It's a waste of time. read more

I was having truck problems because I failed to put DEF fluid into the tank. I was losing power and could barely move when I saw Franklin Ford right off of the Interstate. My wife and I pulled in at 5:30 and were surprised to find the service department open. Bryon the service immediately knew what the problem was and instructed Bret in Parts and Josh in Service to put some DEF in and clear the codes. They both went to work straight away and soon I was back on the road. I am very thankful that Franklin Ford was open and more importantly that they have such caring and dedicated employees. It was right at when they should have been going home but they took the time to make me feel like my problem was their only concern even though they knew I was a visiting owner from Florida. read more

We were starting out for our vacation when our Truck started to sputter and mis-fire. We took it to the Franklin Ford dealership service department to get a diagnostic. We explained to the service department that we were just starting out for vacation and if we were not able to get the truck fixed today we would have to forfeit our deposit and cancel our vacation. They went above and beyond to get our truck fixed that day and we were back on the road the following morning... only lost one day of vacation. We were very grateful for how they stepped up and helped us Highly recommend this service department read more

What they don't tell you about their Lifetime Powertrain Warranty Recently we shopped for a late model SUV at this dealership. Franklin Ford displays large banners by the road touting a "Lifetime Powertrain Warranty" on all their vehicles. They had a good selection of makes and models to try, and the salesman Danny was friendly and helpful during the process of choosing a vehicle. When asked about the details of the warranty, he assured us that it was included on all cars they sold. He referred to a promotional poster in his office listing the systems covered and said paperwork on all the details would be provided later. The cost of the Lifetime Warranty was never shown to us, only the overall selling price of the vehicle. Since the warranty represented additional value, we negotiated a price $1000 above the Carfax list price for the the vehicle, which we believed was fair, and moved forward to complete the sale. Halfway through the signing process we received an unpleasant surprise. The finance manager presented us with a contract that stated in order for the Lifetime Powertrain Warranty to be honored, all scheduled maintenance had to be performed at Franklin Ford, including oil changes, tire rotation, etc. This was unacceptable to us, since we live in Bryson City and have a good relationship with an ASE certified shop closer to home. Had we agreed to this and used our mechanic for even the smallest service their warranty would be void. Obviously this contract is very favorable to the dealer since it forces buyers to use the dealer's service department regardless of price. There was a clause that permitted the buyer to use any certified repair shop if the buyer was located more that 45 miles from the dealership, but we were told we were 38 miles away as the crow flies and they would not make an exception. Given we had included the value of the warranty in the selling price, and that warranty now proved to be worthless to us, we asked for the sale price to be reduced by $1000. Franklin Ford declined, and proposed to sell us another extended warranty plan at additional cost to us. No further option or consideration was offered. At this point we asked for all paperwork back that we had already signed and voided the purchase. All of the employees that had engaged us so enthusiastically earlier in the day refused to even make eye contact with us as we walked out, including our salesman. A few days later we purchased a nearly identical vehicle from a dealer in Asheville. The agreed sales price included a 10 year, 100K warranty that has no restrictions on where regular service can be done. Some buyers might not care about the requirement to use the dealer service department for all maintenance, but we thought it was deceptive for Franklin Ford not to disclose this limitation of their advertised warranty early in the sales process. We can not recommend purchasing from this dealer. read more

we found a vehicle we wanted to buy. we called them about the car and was told by the salesman that he did not have time to talk to us. we went on the internet in a few days to see if the car was still available. It was still there, but the price had increased over $3000. You do not want to deal with this kind of operation read more

I drove into Franklin Ford looking for my next vehicle. I was immediately met by salesman Danny and he introduced himself to me and my girlfriend. I told him what I was looking for and he found me a vehicle that met my needs. All the people I encountered at Franklin Ford were very kind and courteous. Franklin Ford went out of there way to make sure my car buying experience with them was excellent and I drove off the lot with my new vehicle. I'll recommend Franklin Ford to anybody. It was a great car buying experience. Jeff B read more

A decent dealership, they get 4 stars instead of 3 because they helped me out with things after I totaled my car. RIP mustang :( I like the employees there, they sell decent cars and stand behind them. Never had an issue with them, after I wrecked/totaled my car they refunded my 3rd party warranty. These guys are probably more honest than most car dealerships. If you buy a car here, you'll be taken care of. Expect the usual car dealership stuff when buying a car, be prepared to negotiate and keep a sharp eye on the trade in value of your car. As with all dealerships they are in it to make a profit but at least they are honest about it. Thats all I ever wanted from a car dealer. I will buy another car from them at some point. read more

Awesome experience. Lucas and the team went above and beyond to make sure I got to drive the car I wanted off the lot as my own. Was there for several hours but well worth it. Even got a piece of cake out of the deal. Lol read more

I would give this dealership a zero. Tried to lease an Explorer from them dealing with their internet guy, Darrell. Met wth him at dealership, he followed up with one phone call and I never heard from him again. I called him, he mumbled something about "it" being in finance and he was supposed to call me back and I never heard from him. YEsterday I went to Asheville Ford in Asheville, NC! I was in and out of there in an hour. Paperwork is signed, they worked with me to keep my lease payments within the range I needed, gave me a good price on my trade and my Explorer is ordered and I pick it up Tuesday morning. read more

Not even worthy of one star as this was the WORST experience I've had when trying to purchase a car, EVER!!! On 3/8 I drove 2.5 hours/152 miles ONE way to try and purchase the Camaro I found on their website. I had been emailing/calling one of their salesman since 3/5. I will not list his name for privacy reasons, but he as well as the sales manager will have to answer to the Good Lord above for the shenanigans they tried to pull on me. Internet price on said Camaro was $24,990, but after I drove it and returned back to the lot we went into the salesman's office and the offer sheet was presented to me with an asking price of $27,990, a 3k discrepancy. I immediately pointed this out and the salesman argued with me, stating the higher price was indeed correct. I pulled the website up on my phone and showed him the lower price. He said he was unaware of this, yet he emailed me multiple times between 3/5-3/8 and sent the description of the car with pics and price, so yes folks, I call bullshit. He comes back a few minutes later with the sales manager who proceeds to tell me, and yes folks, this one's a REAL doozy: "We don't manage our website, it's outsourced, thus the reason for the mistake. The 27,990 is the correct price for the car." First of all, that is false advertisement, a clear cut case of it. Secondly, that is not my circus, not my monkey. Total lack of respect for my time and travel, and dirty as hell. They didn't even come off the Camaro $500 and offered me $2300 less than payoff on my Mazda6 which is in immaculate condition just like the Camaro. I presented them with all the research I had done on both vehicles, NADA and KBB pricing, yet they wanted to spit some bullshit about them having to base my car on "auction pricing". I had been offered $500 more for my car from a previous dealership and I showed him that, but he then stated he had spoken to the owner who was "very upset" that the Camaro was incorrectly priced but since I was there he would sell it at the lesser price, which was the ORIGINAL price anyway! GTFOH!!! HOWEVER, when that was relayed they took another 1k off my trade-in stating that was the only way the deal could be done. He also stated that the website WOULD be updated immediately, yet the 24,990 still shows as the asking price for the Camaro. I am in IT folks, and there is NO WAY it takes two days for a web server to be updated. That could've been done in 30 minutes or less, so yet another lie from them. I did notice there is a small disclaimer at the bottom of their web page now stating "Although every reasonable effort has been made to ensure the accuracy of the information contained on this site, absolute accuracy cannot be guaranteed...". Jimmy Hoffa would be found before I would do business with these people, and BBB has been notified. #Deuces#ByeFelicia#FUVM read more

Only gave 1 star because 0 is not possible. DO NOT purchase a vehicle from these guys. The only reason we pulled in was because they had a suv advertised for 9k. After running our credit they said we only qualified for this equinox for 12k. The salesman repeatedly said it was because it was cheaper to work on. Like 10 times repeated this. What a coincidence because after 1 week the vehicle needed to be serviced. When i took it to a local mechanic they wouldn't even put it on their lift because the frame is completely rusted out underneath. I said wow, i didn't notice all this rust on the rotors when we bought it. The mechanic said people sometimes spray something on there to mask the rust. It's been to the shop 4 times in a year. I have to take it to ford because they're the only one's who will touch it. I go in to ask for the owner's contact information. Nobody even knows someone owns it. It's everybody's first day. I just want to speak with the owner so instead they ding my credit and call me back to sell me an additional vehicle. Like who would EVER buy a car again from crooks selling rusted out garbage and masking it until after the inks dried. DO NOT buy a vehicle from these guys. read more

My wife and I recently purchased a vehicle from Franklin Ford. Well, where to begin? My wife found a car on their website that she liked, so we paid them a visit to drive it. The salesman ushered us into his office and presented the information. He proceeded to tell us that the price had been reduced, but that we could receive even a better price if we really wanted the car. My wife then pointed out that his "special" price was $1,000 more than what was listed on their own website. I suppose it was "special" after all! Anyway, he agreed to honor the price as advertised, again, on their own website, which I thought was very gracious!! We went the next day to sign paperwork, and finalize the trade in. We then discovered a minor issue with the vehicle which the salesman said they would fix. They did fix it after a few visits, and multiple phone calls. We've had the car for less than two months, and it is now making a terrible metal-to-metal noise when the brakes are applied. We had a mechanic friend look at it, and he determined that the rear brakes pads are completely gone. There is no way that the pads were in good shape less than two months ago, only to disappear. I suppose the brakes weren't included in the multi-point inspection that they claim to have done. In my humble opinion, you are better off doing business with a horse trader, or snake oil salesman! Do yourself a favor, shop elsewhere. read more

Worse dealership ever. Bought a 2006 Raider. The dealership would only come down 400.00 because the sales manger said it was such a good vehicle and worth more than priced. The salesman raved about what a wonderful vehicle it was too. It took over 3 hours to get off the lot even though I already had financing from my local bank! They tried to hold the tag hostage because they claimed I owed them $20 more because they underestimated the cost. When I called the salesman, he told me they normally overcharge the customers for this so that this does not happen. The car has been back to the shop three times since 8 December! The check engine light won't go off. They fixed two different things the first time and said it was good to go. And then yesterday, they told me it was an issue with the transmission and they wanted 1800.00 to get it fixed! What a rip off. The guys in the service department told me they are pushed to get the used vehicles on the lot before they are repaired and this just proves it. So I am stuck with a vehicle that was SO GOOD they couldn't discount it but yet it needs an 1800.00 transmission repair. Buyer beware! read more

Its funny that majority of the 5* reviews are from employees. I worked here for a week. After getting a call then stating mt drivin record wasnt clean enough and that i was no longer an employee i said ok whatever. Until i ran in to another coworker at walmart who then told me that the Sales Manager Scott Mandelan was going around trashing me and stating bs of why i was no longer there. She thej proceeded to tell me of how she had resigned that morning because she couldnt deal with the way he wanted to try and sell cars. For example, marking a car up after a customer asked to pay cash with the FULL ONLINE PRICE which he would not do. Said he didnt have to go by the price listed online. The customer offered more than what the car was posted for and still he came back with a high price than what he was asking for before. The owners are great, very kind, they care about their employees. But their sales manager needs to go. This is Franklin where everyone gets treated as family. We dont have room for crooks like scott trying to lie their way to the top. read more