I brought my 2013 Ford Focus 2.0L in Thursday due to inability of transmission to shift out of 1st gear and MIL illumination. This model is covered under CUSTOMER SATISFACTION PROGRAM 14M02-S2 which governs the faulty TCM that was put into Focus's and Fiesta's at that time. Your service team charged me a diagnostic fee of $150 to perform PCM evaluation. Under 14M02-S2 I am allowed to bring my vehicle in for free of charge to determine if TCM is the issue of transmission problems. In the Ford TCM diagnostic procedure decision tree as referenced on the National Highway Traffic and Safety Administration Website: https://static.nhtsa.gov/odi/tsbs/2016/SB-10091154-5448.pdf You service department is to: 1. Review the TCM Customer Symptom list. Does one of the symptoms match the customer concern? (Answer: Yes) 2.Connect IDS and retrieve DTCs Is a DTC P0606, U0100, U0101 or U1013 retrieved? (Answer: No but note that DTC retrieval would be conducted regardless) Based on this you would already have to run diagnostics on the PCM and retrieve DTC's regardless. You are essentially charging me to run PCM diagnostics when you would have been legally obligated to do so anyways. Under the terms of the recall I am only supposed to be charged for further diagnostics and repair if you find the issue to be unrelated to the TCM. Ford's reputation has already suffered as they turned a blind eye to transmission issues. They knew lives were at risk but failed to act until litigation was pursued. The least they could do now is not charge customers diagnostics fees when they arrive with transmission issues. I request a full refund of $149.95. Thanks, Dan Bentley read more

This is by far the worst dealership service department ever felt with. First you make a appointment for a ford recall and ask do yo have the part? Answer yes,great make me a appointment,ok here is your appointment. Drop vehicle off night before put keys in a sealed envelope put in drop box,they call 730 AM We dont have the parts,get ride from neighbor to dealership because they never showed up for there pick up service. To find out they lost the keys,now take seat in lounge visit there till 130 p.m. so they can recut key off my other key and program, BEST PART OF ALL THIS WAS MY SENIOR CITIZEN MOTHER, for her finally get home to receive a call from a sales person wanting her to come back to get her car appraised for a trade in WHAT A SCAM DEALERSHIP read more

RT and the team at Priority Ford service were very friendly and helpful. I always enjoy the shuttle drive back and forth to work with Linda! She's a hoot!! Thank you all for the great customer service you provide! read more

I took my car in the other day for a recall. Later in the day, I called for an update. I was told that the person handling my car wasn't at her desk. I left a message. Never received a phone call back until HOURS. Laken and Vanna have some of the nastiest attitudes I've ever come in contact with. Getting a status update on my car was a huge problem, had to call over four times. Customer service needs to be handled better. On top of that someone split fruit punch (a lidded cup left in my car from that morning) all over my cup holder on the driver's door side. My cotton face mask is COVERED in a red, sticky mess. I only gave you all two stars because of the nice man in the service lane and my car is running a lot better! Please have a better system when it comes to literally just getting an update status. I shouldn't feel like I'm bothering others by getting an update on MY car. read more

I came in for an appointment this morning to get my transmission looked at and was told I had to pay a $168 diagnostic fee even though I just bought the car less than 2 months ago. Thank you James Church for stepping in and making things happen! Will definitely be coming back to talk to him if I have any other problems! read more

Every time I bring in my truck they are professional, courteous, and on time. Amanda does a wonderful job keeping me informed with the status of my truck if or when the technician finds something wrong. The only issue I currently have with Priority is mark up they have put on super duty trucks. I realize there is a shortage due to the micro chip but they shouldn't extend that to the customer. I have bought my last four vehicles from Priority dealerships and consider myself a loyal life long customer but I won't hesitate to take my money elsewhere if that is how Priority continues to do business. I have found a couple dealerships that have not marked up their prices. read more

I've been having problems w/ both my key fobs. I'd taken my car in to get them to fix it and they said they couldn't re-create the problem. This happened a few times. The last time I took my car in for service I brought up the issue again. I've thought it may be he batteries in the keys. They've always said it wasn't. This time they tell me my battery and the connections are corroded and it would be a couple hundred dollars to fix and and of course they couldn't fix the keys again. I decided to take it to another ford dealer and they fixed my keys, it was the batteries all along and they said my battery was bad, but all that was covered by my warranty. Just be careful what they try to charge you for at Priority. I will never take my car back to Priority for service ever again. read more

Great service, RT had me in and out of there in 30 minutes for oil change and inspection. Steve is also a fantastic general manager of the service department. Great place to go for service and sales. I recommend them. Patrick S read more

My friend arrived to purchase an online vehicle with cashiers check in hand and sales manager, 'Mike' made a rude comment when we requested for vehicle to be cleaned again after noticing stains in vehicle. 'Vehicle would be sold as is for the price being paid' Also, during test drive, we noticed driver side arm rest was damaged & detached but he stated it wouldn't be fixed prior to purchase. Suffice to say, we left! Poor customer service for someone with $10K to purchase. Car was a POS anyway, buyer beware! Waste of time & driving from Williamsburg! read more

There financing department is a scam. They sold me a lifetime warranty for $3000.00. I had an issue come up that need to go outside of the service department because they told me that they could not do the work. They gave me the number to the warranty company and when I went to get the work done the warranty company does not cover the repair. I call the service department and they tell me there is nothing that they can do for me. Worst service department that I have had to deal with ever. Priorities for life is a scam. read more

The service do a good job for many years. My 2006 Ford Escape runs well. The service warned about mechanical problems and suggested me to make some right decisions to fix before the State inspection and passed every time. I am happy with my vehicle. Thank you the excellent service. read more

Great Dealership!! We just bought a used Ford Flex! Our salesman, Corey Street, was a pleasure to work with. He was upfront & honest. He truly cares about his customers. Car buying is not a fun process in general, but Corey made it pleasant. We told him our max payment & they were able to come in under it. He was professional but also jovial. Kevin, the sales manager, was very helpful and light hearted. In the game of sales, they are there to do a job, but they do it with the customer in mind first. Priority's lifetime maintenance plan is a great bonus! Free oil changes, state inspections, and towing (within 50 miles of any Priority dealership)! Looking forward to continuing doing business with them!! read more

These guys tried to bait me into somewhere between $300-$1000 worth of work that my car didn't need!! Claimed my 'check engine' light was on, charged me $150 to check the code, then told me a whole bunch of things needed to be fixed. I declined the service & picked up my car & there was nothing wrong with it. The codes they claimed were from the fuel pump recall that they pulled BEFORE the work was done. I don't trust this service center for ANYTHING and neither should you!!!! read more

Brought my Ford Fusion in for regular maintenance service and recall part. The staff were very friendly and helpful (including shuttle service to work and return to the service station). read more

When is Quick Lane service not Quick Lane service? When you are Priority Ford Norfolk, I scheduled an appointment online for 3:15 p.m. , July 5th. I arrived for the appointment and was directed to the Quick Lane service area. At check-in I was informed that the scheduled appointment time was the time to "meet with a Service Advisor". I was also informed that it would be at least 1.5 hours before they would be able to pull my vehicle into a service bay and another hour for them to complete an oil change and tire rotation. That's not QUICK and it certainly isn't SERVICE! When I approached a group of Service Managers and explained what had transpired they acted like they were amazed that I would have an expectation of TIMELY, EFFICIENT SERVICE. They each had accepted that what I described was an actual dealership service department norm. One arrogant short, stout male manager made the comment, "You look like an older gentleman that's been around service departments before, when have you ever experienced an appointment that was the time your vehicle was serviced?" The answer EVERY TIME except Priority Ford. I will not be back....I will not recommend your services.....I will not speak positively about Priority Ford or its Employees. read more

The staff does an awesome job at this facility. Even though my vehicle is not a Ford (although purchased from here), it gets the same attention. Thanks you so much for the great service. read more

I had a nightmare experience with this place. I took my truck in for a safety recall. When I picked it up, the driver side door (door which was serviced) would not close. Priority Ford refused to take responsibility and quoted me approximately $1000 to repair it. A repair to fix a door that worked prior to them "fixing" a safety recall... I would highly recommend another dealership or service center read more

Came in for tire replacement. Look, I wouldn't recommend them for your NASCAR pit crew, but everyone was friendly and i was given regular updates on the status of my truck. Pricing was reasonable and quality of work good. read more

Great customer service! Especially during COVID-19. Got me the deal I wanted and many more bonuses with it.

I scheduled an appointment for a tire rotation and state inspection on the website at 5pm Friday at which was the earliest at the time. I got the email confirming the tire rotation and state inspection. When I get there, they said that's state inspections are first come first serve. That was fine until the service rep then proceeded to tell me that they stopped taking inspections at 4pm. No where on the website or location states that they did so. read more

The used car office is the best I have been too. I never give good reviews unless deserved and after talking to other dealerships and their offers on my car I went to priority and visited two times. The sales rep shanita (probably wrong spelling) and Eugene were so open and friendly it was unbelievable. Again I'm Military and have been screwed by hall jeep dealership &others and then when I took my car for a appraisal and possible trade in they weren't pushy but just offered me the best deal they could which along with their personality was better than others. I will return from deployment and def visit them for a car or maybe a truck. They are the two I would recommend talking too for sure. read more

Terrible customer service. Service Manager Teeia Young was rude and unhelpful and I was not about to let anyone from Priority Ford work on my car. Everyone else in customer service there gave me similar responses. They ignored and disregarded me. Got a tow truck to haul it out of their lot to AAMCO where they were incredibly helpful and nice, taking my car troubles seriously. Please stay away from Priority Ford services read more

Please, if your looking for a vehicle come here!!!! Jamal was amazing, polite and a delight to work with. Management was fantastic... My husband called and LouAnn was soooooo helpful. Going back to the day before, we had a terrible experience with management at a chesapeake location (the Internet price didn't reflect the instate price) and when we questioned this price difference the manager commented if, we would complain If Walmart made a mistake on pricing? bottom line they lost a customer. Priority Ford is the only Ford dealership I would HIGHLY RECOMMEND!! !! Thank you Jamal for an amazing car buying experience !! read more

Lauren is a rockstar at Priority Ford Quick Lane. Every time I go there she greets me warmly and is quick about her duties without being dismissive of my needs. She keeps me informed and is always pleasant. Her standard of service should be emulated by all. read more

Priority Ford quick lane service was amazing. Alexis was the one that help me with my car and she couldn't of been anymore helpful. With have an awful experience from beach ford she was a breath of fresh air. She was so professional and able to explain everything to me so I was able to understand what was wrong with my car! I appreciated all of help and will be taking the longer drive up to priority ford from now on so I don't have deal with the horrible customer service at beach ford! I will be recommending all my friends to Priority ford! read more

Best service I received with a dealership, highly recommend Tyler Chen for your car salesman. The guy was very knowledgeable about every vehicle, made the buying process enjoyable even in the heat, and an energetic and positive person to be around. To top it off Tyler wouldn't accept anything other than what i was looking for in a vehicle and price range. And then you receive free oil changes and state inspections for life. And on Wednesday's you can get free manicure's. read more

Ms. Katie was extremely helpful and thorough with explanation, super patient. Mr. Kyle, the mechanic also was very kind to show me the concerns with the tires. Cristina read more

I brought my wife's car in for service on a Saturday, & it was completed quickly & efficiently...Michelle (White Team) was great!

Amazing service and so personable! Ally is so kind and caring and makes sure everything is taken care of and explains everything in detail. Definitely one of the best places to take my car and ensure it os getting the best care possible! read more

Worst experience ever. Mechanic there told me fords are junk he hates them and wouldn't be paid to drive one. Lost my business on the spot. This is after I bought three vehicles from them. Complained about it but never heard back. Not surprised. Next step is contacting ford directly read more

Priority Ford Norfolk Todd, customer service is one of our top priorities. We take our customers' comments seriously so we hope that you'll give us a call at (757) 583-3673 so we can understand exactly what went wrong and do our best to try and resolve this matter to the be...See More October 24 at 4:14pm Manage Todd King Wilcher replied · 3 Replies Todd King Wilcher Todd King Wilcher who do i ask for October 24 at 4:31pm Manage Priority Ford Norfolk Priority Ford Norfolk Hi Todd! You can call Eugene Smith at 757-419-2500. He is our Used Car Manager and has spoken to your mother about her wants/needs and has been actively searching for a vehicle that will be perfect for her, since we want her to be satisfied. He would love to answer any questions and clear up any confusion for yourself or your mother over the pricing. Thank you! October 24 at 5:27pm Manage Todd King Wilcher Todd King Wilcher 5 months problem still not resolved and she was also lied to about the seat belt recall being fixed just found out 2 weeks ago they were never fixed so shes still driving around with seat belts that can just break just by stopping to hard and still no word on another car been 5 months now November 21 at 6:58pm Manage Todd King Wilcher Todd King Wilcher they are trying to find her something where they dont lose anything on the deal when they sold her a lemon they should have to bite the bullet for them doing that not taking forever to get her a worse or cheaper car just so they can save their commission and they also tried to sell her a more expensive car when they know she cant afford it and said oh well the used car mgr promised he would fix the whole thing now they are not gonna help her at all and they also blocked me on their facebook i guess so people dont see how they really are read more

I recently took my car in for a safety inspection and oil change. I also needed my tires rotated and was due for my 60,000 mile checkup. I was able to make an appointment on a day and time that was convenient for me. My service representative was very pleasant and explained all the charges up front. I told her I needed my car back by 2 p.m. and she called me at 1:45 p.m. saying it was ready. In this strange time of COVID-19, I appreciated the courteous and efficient service. In addition, I love my Priorities for Life! I recommend Priority to all my friends. read more

I recently purchased a 2019 Ford Edge and set up my Ford pass. Once I set up the app I saw I need to get a software update due to a service bulletin. I set up a appointment for Saturday afternoon at 2:30pm. I had some free time that Saturday morning, so I stopped by the dealership around quarter to 9am to get some info on the 20k mile maintenance and the fee associated with that maintenance. Once I received the request information I told the service team member Michelle, I would be back at 2:30pm for my appointment. Michelle at the service desk ask to wait a few minutes and was able to get me right then and there to get the necessary update and maintenance down on my vehicle. Thanks to Michelle, I was to have an enjoyable Saturday afternoon. read more

Lauren was awesome at the customer service desk. The mechanics could not find key to unlock wheels to change tires but I found it and all was good after that. read more

Awesome sales staff and the service crew is very professional.

This company continually calls my cell phone all times of day and night. They have the WRONG number! When I have tried to tell the sales person this he was incredibly RUDE! Asked him not to call again and he hung up on me! What kind of business operates in this manner? Would Ford Motor Co. appreciate this representation??? read more

This place has the most unorganized service department. And they don't take any responsibility for it. Being a mom of 5 little ones I just don't have time to sit in a service station so I make appointments you would think that would make a difference NOPE! They don't honor your appointment. I'm so done I'd rather drive an hour away in traffic to Williamsburg! read more

I was sort of in a hurry and Tyler made it happen for me. That's how you sell a truck. We'll done Tyler!

Quick Lane- Norfolk. Employees are professional and good at what they do. Fast service with car inspection and oil change. They open at 7 a.m. on Saturdays. Complimentary Starbucks brand products in the machine. Clean waiting area and restroom. read more

I will absolutely avoid this place like the plague. After my girlfriend paid $75 to get her car towed there, it cost over $200 to get a battery installed. The total bill was over $300 to install a battery. She's not running iron mans suit, she's powering an 06 Ford Focus! The kicker is we got there and I noticed her antennae was missing. When she inquired why, the reply was "we just found it laying next to the car....we don't know what happened." That's an answer I expect from my 12 year old. What I expect from them is to already have something figured out before people ask. The service is sub par and they really should be avoided as a business. read more