Labor costs excessively high and customer service rated excessively low! I took my 2002 F150 due to transmission problem on 11-17-2016. Issue was once it went into overdrive it would lose power and engine would just rev up. Yet truck would only go as high as 30-35mph. I spoke to Isaiah, and he took my request and he mentioned they would analyze my issue and let me know. They called me later that day and informed me that best advice would to replace transmission with a new one. I agreed and Isaiah said they should have my truck fixed by Monday or Tuesday 11-22-16, and he quoted me $3200.00. Well, Monday afternoon at 4:00 pm I called and the automated system passed my call to "check the status of your vehicle" queue. Then it sounded like my call was answered, and then I was disconnected. I tried 6 times and I went through the same process. On the last time, at 5:05pm I got the operator for Shamaley and told her what I wanted and she hesitated and then she said, "Sir, that department is now closed and you would need to call back tomorrow" (I thought they were open until 6pm?). Anyway, I called back on Tuesday, and got Isaiah who informed me that my truck was not ready because they had ordered the wrong transmission and they reordered back on Saturday and the new transmission had just come in today. I asked if there could be a rush on my truck, cause I wanted it before thanksgiving holidays on Thursday. Isaiah said he would put a priority on it. Isaiah called me on Wednesday at around 11:00 am and said my truck was ready I agreed I would pick it as soon as I could. I went there at 1:30pm and Isaiah was out to lunch. I told one of the service advisors (man with white hair and white beard) I was there to pay and pick up my truck and he went to Isaiah's desk and pulled my order and we went to service cashier, who told the service advisor she could not perform the transaction, but to go to parts cashier and they would process. We walked to parts department and the cashier started to process my order and I told her to include my military discount and she stopped and told the service advisor she did not know how to do that cause this was parts dept and she did not know service dept handled that. She also said bill was for $3900.00 and I mentioned to service advisor that Isaiah quoted me $3200.00? Service advisor looked at paperwork briefly and said I would need to talk to Isaiah. We went back to service desk area and I asked when was Isaiah was due to return. They informed me about 2pm. It was not until 2:25pm that I met up with Isaiah and he processed my order and he said total bill was $3900 and I stated he quoted me $3200. We looked at order and i asked about $600 core charge? I told Isaiah that core charge should only apply when you do not have a replacement part in exchange for new part. Isaiah called someone and they agreed to remove charge. I also asked why labor was so high. Transmission was $1900 and labor was close to $1200. Isaiah was not able to provide breakdown of labor, or it seemed like he did not want to. At that time i just said okay let's process and to not forget to add my military discount. Finally, my order was processed and i got my truck and left, very dissatisfied with the entire process. I would have given you 0 to 1 star rating but I wanted to give Isaiah the benefit of the doubt on overall customer service. But the overall customer service from the service department, the voice interactive system that routes your calls, and the other cashiers, both in parts and service were totally unsatisfactory in their customer service skills. Not to mention the labor costs. It seems they are exorbitantly high! I saw a lot of personnel in the service department area running around, not occupied. Perhaps that is contributing to your high overhead costs. Maybe if you look at your labor costs and see how they can be reduced (maybe bring in more customers with lower repair costs) which increases your volume of customers, coupled with improved customer service,that would greatly improve Shamaley's image and more customers would visit your place. As i mentioned, at this point in time i would not recommend anyone to have their vehicle serviced at Shamaley. If any of Shamaley's management would like to discuss my experience i would certainly be glad to talk. Just get my cell phone number from the service order processed. That said, most likely there will not be a follow-up call. read more

It is a long story, so I will summarize here. Please beware! I have bought vehicles from Shamaley Ford since 1991. It has been down hill ever since. We bought an SUV in July 2018 and wanted to get lower payments but my payments ended up being higher this time around. Okay, that is not the worst part. We were rushed through the finance department since we did not want to buy the products the guy was selling and he never asked me for a down payment. He did though run my credit more than I wanted him too and was told later it is because they look for the best price. Well, I learned the hard way that many credit checks result in your credit rating being lowered. So we get our car after the second day at the dealership and leave with a contract that is printed with old ink and you can barely read it. We go out of town and my husband bumps a curb and the bumper falls off in a parking lot! We drive back with the bumper in the car and my kids used it for a tray for their snacks as we had little room to begin with. We end up paying a local body shop 300 hundred dollars to get a new one, as our vehicle was sold AS IS. When we return from our trip, they call us that they want 1,000 dollars down? WHAT? My husband went in and then told me it got heated to the point he asked for our other vehicle back! Then, the topper is that we get a call two weeks later needing my proof of income. I said you sold us a car and now you need to make sure I have a job?? (I have been a teacher many years) Incredible! I took a pic of my paychecks, sent the pic to them, as I am busy and that should have been taken care of when I bought the car. I warned them that this review was coming and do you think anyone has reached out? NO. I waited a few days and nothing. They do not care about you, the customer. They need to sell you overpriced cars and do not want to deal with you again. I am so disgusted with their behavior that I did not go back for the free detail and gas fill up. I still have the plastic coverings under the mats in the car! Go to Rudolph Chevrolet or Travis Crawford- they will treat you a bit better. I am writing this to warn all of El Paso and nearby communities that this is NOT the same Shamaley of years ago! read more

Horrible Service. I have had so many problems with the service center and their technicians. I take my truck for the works service and its been twice that they do not rotate my tires which is included in the works. I marked my tires to make sure they were rotated and they were not. When i brought it up to their attention i spoke to the service manager Andy and he was very rude and not helpful he made it seem as if i was not important and they did not need my business. My money is just as green as everybody else's. I recently took my truck about a week ago and they did a recall for all 4 doors and the latches which included to remove all my door panels and mess with the locks, a few days later my passenger door would not lock or unlock and i had to lock it and unlock it manually. I then took my truck today 10/01/2018 and they had my truck for 4 hours before they called me and told me that the recall had not affected my door and was my actuator. What a coincidence isn't it? I called to speak to the service adviser that was helping me and i had to wait 25 minutes for them to get a hold of him. I called to speak to Stuart Slive which is the GM and could not get a hold of him to let him know that his service manager was very rude and could not solve the issues I had. You would expect for a manager to be able to solve an issue like that, but when i told him that they had not rotated my tires and they had left a mess in my vehicle when i took it in for an oil change, all he said was well how do you know they didn't rotate your tires? what makes you say they didn't? and i told him well i wouldn't lie about that, and i told him i marked my tires to make sure they were rotated, then he said well I don't know about that sir we keep a close eye on our technicians, basically insinuating that I was lying. Shamaley ford and the managers have failed to solve my issues and listen to my concerns. I have been a customer since i purchased my vehicle, my fiancee and my dad have also been a customer there as well for years and we have purchased vehicles there. We do not believe we will be returning at all, due to the poor customer service and how I was treated as a customer. read more

For the love of all that is holy, stay away from this place. Broke down just outside of Van Horn, TX, heading to Albuquerque and had a tow truck come take us back into town. Coolant was empty, oil was milky, so we were pretty sure it was blown head gasket, but hoped it was something less severe. Either way, no one in Van Horn would be able to do anything. I called the service department at Shamaley, told them what our situation was, and was told, "No problem! If you can have it towed in tonight, we can look at it first thing in the morning and find out what the issue is." So after a $575 tow, we get to the dealership just as they're about to close. Their only saving grace was a nice salesman that gave us a ride to a hotel. Next morning, get there at opening and take the car to the service department. No one seems to recall me calling the day before and we're told it'll be a couple of hours before someone can look it. This when the worst customer service I've ever experienced begins. The poor girl helping us looked like her dog had just gotten ran over that morning. Her mood was a mixture of sad, aloof, and hungover. After waiting a couple of hours, we checked back with our "service advisor" to see if anyone has looked at it yet. She said, "oh no, it'll be a few more hours." I ask her to have someone call me as soon as they look at it. So we go back to the hotel, have lunch, and wait. No call. I call the service department and no one knows what's going on. So we go back to the dealership to see what the deal is. Apparently someone DID look at the car sometime before lunch. The buffoons were going to order a new water pump and some sealant and send us on our way (a competent mechanic elsewhere later found out it was indeed a blown head gasket). No one ever called. So after wasting most of the day, I told them to just bring the car around front and I'd rent a Uhaul and got the hell out of that god forsaken place. TL;DR: horrible customer service, poor communication between employees, and poor organization. read more

My husband and I went in January 2020 and my husband traded his truck for a mustang. The sales man Hugo was more interested in making the sale that actual customer service. He told us to come pick up the car the next day at 5 after my husband got off work because it needed to get washed and detailed and that they were going to fill up the tank. So my husband and I go and he waited for 2 hours and when he came home he noticed that the car was not washed or detailed it was completely dirty and apparently they weren't able to put gas because the pumps were off. We then noticed that we were not given the spare key and had to go back again and request our key and they still didn't have gas. Every Time we went our sales man Hugo would take forever to come and talk to us. A month later we receive a letter from New York stating that we need the license plate from the truck. We go to the dealership and ask for Hugo and let him know the situation.Apparently in the state of Texas they destroy license plates. So we asked for a letter stating that they had destroyed the plates because they are going to suspend my husband license if he doesn't turn in the license plate. Hugo however said that he would have the letter emailed to us the following day. It's been over a week now and we haven't received the letter. And to top it off we haven't received our license plates for the mustang. I bought a car at Rudolph Chevrolet three days after my husband bought his car and I got my license plates within a week. And we are still waiting a month and some days later for the license plates. We will never be going to this dealership absolutely horrible experience! Save your time and money. All they care for is the sale not on your time. They will have you sitting around for hours. read more

My husband and I were traveling far from our home in Canada, and were having trouble with our small motorhome, which is based on a 2007 Ford Econoline E350 chassis. We googled Ford dealerships, found that Shamaley Ford was an hour away, and decided to risk driving there, hoping we could make it without breaking down. We did make it, but literally stopped dead in the middle of their parking lot, at 15 minutes before closing time on a Friday night! I spoke to the service manager Andy (Conroy?), who immediately said they would do their best to help us in the morning, and told me that Alissa Alderman, a service advisor, would help us get moved out of the way and that we could spend the night in our motorhome on their lot. Alissa came with a service tech, got our engine running enough to move the vehicle, took all our info and promised that someone would look at it first thing in the morning to find out what was needed. We spent the night there (a bit noisy, but not complaining) and in the morning they were true to their word! The problem turned out to be a faulty alternator, they had the part ordered and replaced by 10:30 am - on a SATURDAY!! I cannot say enough good things about the courtesy and excellent service we received at this dealership!! Top notch! Alissa particularly was so kind and helpful to us, big thanks to her!! read more

My name is Michael Blackmon and I live in Amarillo, Texas. On Friday August 3, 2018 I was with my entire family traveling to El Paso, Texas for a softball "showcase" tournament. There were six (6) of us in my 2005 Ford Expedition. As we turned off I-10 enroute to our hotel, I looked down and my Expedition was overheating. I turned into the first parking lot and turned the vehicle off. I opened the hood and it did not feel like it was extremely hot. I closed the hood and pulled up to the service department where I was immediately greeted and asked what problem I was having. My vehicle was taken to a service bay and diagnosed. The problem was discovered and repaired and we were on our way in short order. Everyone was extremely helpful and friendly. I want to THANK Shamaley Ford for saving our weekend and totally reducing the stress of having vehicle trouble. Did I mention that this occurred at 3:45 pm on a Friday afternoon. The Service Department did not even blink that it was late in the work day. It was simply, "lets figure out what is wrong with this vehicle and get these people back on the road". Thank you again. Sincerely, Michael Blackmon 6705 Blossom Ct. Amarillo, Texas 79124 806-223-7703 read more

Sorry to read some of the negative comments. My experience was the exact opposite. Driving back to California from Mizzou in my 2017 Ford Transit FUSE RV, an engine warning light came on Friday afternoon. I pulled into Shamaley Ford to see if I could get some help. I met the GM, Stuart Sliva who could not ave been more accommodating. His team hooked up a lap top and found the problem in minutes, another technician resolved the problem and I was happily on my way (I was able to make a granddaughters recital on Saturday). I can only express my profound appreciation for the entire I was fortunate to meet and suggest the customer service oriented dealership would get my business whether it is for service or a new car purchase. I'm sorry to read about the 'haters' who have posted, maybe better communications with staff would get you more mileage than the unhappy experience. This business, actually any business would do whatever they could to have a happy customer who would hopefully return with new business down the road. read more

Estoy desepcionada del taller de shamaly ford fui a una rotacion de llantas nada mas y a las cuatro cuadras se salio la llanta lo llevo la grua a la ford y resulta que he batalladi horriblemente por que tienen unos mecanivos que no sirven para nada el manuel hernandez segun el lo tienen de manejador y no dirvr para nada ni bihilar a lis mecanico muy muy mal servicio y me lo entregan otra vez y el carro rechinando como si traia un fierro tirado y ecactamente lo llebo jou otra vez y el Manuel Hernandez muy divo en vez de estar sentado pongase a trabajar porque no sirve para nada que lastima que la shamaly fird tenga teabajadores de segunda mano tengan cuidado cuando le pongan llanta porque ni para eso sirven mi carro quedo todo golpeado ybtengo fotos read more

Jonathan Goodboe is by far the best salesman I have ever encountered in all my years of buying cars he is truly the epitome of what a salesman should be honest caring and truly assists the buyer in having the best buying experience ever his customer service skills are unmatched. Most salesman seem to forget you once they sell you a vehicle but that's not the case with Jonathan I will definitely go back to a Jonathan for my next car buying experience. I would also like to recognize Mrs Sasha Martinez Shamaley ford customers relation manager she truly goes above and beyond to make sure the customer feels appreciated and has the best buying experience ever another great professional at Shamaley Ford that I truly trust. read more

I purchaced a $47K used truck that has a warantee along with a pre certified warantee on 5 July and took it into a dealer on 22 July because the both of the USB cables were not operational. Now they want to charge me an extra $100 for the Ford pre certified warantee that covers the part. Also on my way home 22 July Service Advisor Jorge Parra - 915-629-4269 called me and said the technician left a pair of ear buds in my truck. After I got home I looked and could not find them. Called the Service Advisor back and left a message. Today 28 July I was informed that the service tech found his ear buds! This is a rip off and customers please beware! read more

This place is a joke. Don't waste your time or money here. They are nothing but thieves. Rudy Alarcon = embarrassing joke. How does this guy even have a job? Stuart Silva is the saddest General Manager I've ever come across. I was inside his building 8 hours trying to get the money he and Rudy stole from me. After the 8 hours of trying to see Stuart in person I finally get him on the phone and he's nothing more than a condescending grown ass child. Claimed to not be even aware of the situation even though we were literally watching him walk by. No need to lie man just own up that you and your team is a huge joke. Dear ford, GET RID OF THIS STAFF. read more

Made an appointment at 7:30 a.m., for a oil change and tire rotation in hopes of avoiding a long wait time. Arrived at 7:30 sharp, only to learn it would be 3.5 hours for an oil change! I had to take the shuttle to work. When I called to follow up at 11:15, the service adviser advised me they were "almost" done, they were in the last steps of the oil change. When I arrived there at 11:40, it still wasn't ready. I had to stand around for another 15 minutes until my vehicle was finally ready. What's the point an appointment if the wait time will still be outrageous? 5 hours for an oil change and tire rotation is way too long. read more

Bought a 2015 Ford F150 XLT on Saturday from Shamaley Ford at the Gateway and Lee Trevino in El Paso, Texas... It was the best truck buying experience I ever had!! My salesman Kevin Alvidrez was Awesome!! My finance manager George Olmos did everything for us to get financed at a low apr!! And the GM Stuart Sliva did all kinds of work to take in our trade which was a handicap accessible van (not many places take that type of vehicle in a trade, but he made it happen for us!) Overall I give them a 5 star rating!! Thank you all for giving us our dream truck!! Ever single one of you are AWESOME!! read more

I filed a Complaint with the BBB Dated 21 Jan 2014 Shamaley Ford made promises to fix the problem. I didn't feel comfortable closing the complaint. They did exactly what I expected. Shamaley made a good faith move and replaced the DVD players and ensured me that the other items were on order. I spoke with a BBB rep and stated they were attempting to fix the problem. Now its been two months. I spoke with the sales rep three weeks ago and he said he would check on the parts and call me back this has not happened. Please re-open my complaint, Im sure this does not fall into the BBB's values. read more

Wow. Alarmingly bad service department at this place. They pull your car apart, lie to you about everything, lie about what parts you need and when they'll be there, keep your car torn apart for days or weeks, and continue to lie then charge you exorbitantly for the pleasure. Absolute criminals. It doesn't seem like the employees or mechanics are themselves necessarily to blame. The whole place is structured to be a mess. Way too high volume, no competence, eager to say yes to you for everything with no regard to the truth. A sad, incompetent scene. Go anywhere other than here. read more

Quería agradecer a Raúl Villarreal y a shamaley Ford for el trato tan amable y la ayuda que nos dieron a mi y a mí esposa en la compra de mis carros y ayudarme a comprar mi carro por primera vez y a mejor mi crédito Ya van 3 carros que compro en shamaley Ford y dos con Raúl porque siempre nos ayuda a encontrar los carros que más nos gustan y se acomodan con el estilo de vida que tenemos también siempre nos da el mejor trato y atención cuando estamos ahí. También esos estado pensando en ir otra vez para ver mas opciones de cambio y muchas gracias por su servicio y ayuda. read more

If there was more stars to give, I'd give them! I came here as my last option (only because it's the furthest from my home) after a couple weeks of searching for a vehicle and getting no where. I finally made the drive out to Shamaley Ford and it was the best decision I ever made. I was treated with professionalism and respect. They were transparent about everything & I never felt like I was being taken advantage of. The sales process was smooth and felt right. I made my purchase the SAME day I came in!! I have already recommended Shamaley to all my friends and family! read more

I was very impressed with my sales guy. David Jasso. He was very knowledgeable on the car I purchased. He made me feel comfortable, on the decision I made about my car. The show floor is awesome, clean and organized. Also, I like that all the sales people are wearing the same color. Impressive, you can say the are all in uniform. Same page. Also when I arrived one of the sales person took me into the receptionist, so they could page my sales guy. I didn't feel lost right away. It made me feel comfortable. read more