Lou Fusz Ford, Chesterfield MO

Good service advisors and work is always done right the 1st time. Service advisor Brandon is top notch.

Greg was very personable. He kept me informed for each step until delivery of the Maverick

Also Bijan Porshahidy was exceptionally helpful. He actually listened to me and my concerns as he explained all the financial parts of the purchase.

High praise to both these individuals!

Quick and easy oil change. Lou Fusz personnel (especially Rick Dana) are always knowledgeable and friendly.

Excellent! Brad Middendorf from service, and the parts department crew worked hard to find and truly expedite the needed part!

Brandon Piel is always a pleasure to work with. Fast oil change and tire rotation. However the next day I drove to Denver. Windshield got rather dirty, but there was no windshield washer fluid. I thought in the old days they checked that sort of thing. Just a minor inconvenience.

My experience at Lou Fusz Ford in Chesterfield MO on March 2nd, 2023 to get an annual emission test for a license was excellent! The agent was very personable and competent and the time to check the entire car from tires to emissions was quick. My agent was Brian Noles.

Very friendly workers, easy to talk with as if talking to friends and they do everything to get you in what ya want

Went to drop off car on a Sunday evening - no envelopes available. Spoke with advisor who discussed getting Tge Works for $99 and patching tire for 39.99. When I picked up my car the total was around $190. I was informed that my hybrid needs full synthetic Oil so the works was $130 something. I was told that they told me last year full synthetic was more so they wouldn’t discount it. I received no call to tell me it would be more. We love buying car at Fusz but service …. Meh

I brought my Ford Fusion in for three Ford service recalls on Thursday, September 14, at 8 am, even though my appointment was for 10 am. So I was even early that day.
When I scheduled, the program for the three items was known. I was told that "MAYBE" all three could not be completed in one day. In that case, I should have my car ready the following day (Friday). I was also assigned a "care person", who - I naively assumed - would be the one to keep me posted on how things went.
At the end of Thursday, NOBODY called me to let me know my car was not ready. I waited til the last minute, then I called in to ask about that. I was told, the car is not finished, you can have it back tomorrow (Friday). I pointed out that I would really like to have somebody call me as soon as it was finished. I was promised that. I live in downtown St. Louis, so it takes me a little while to reach them.
Come Friday, NOBODY called me again, and at the end of that day, about one hour before closing, I called and found out, NO the car is not ready. Nice going. I asked what was the hold-up. I was told the technician had difficulties replacing the locks on the two front doors. Since I (naively) thought, that at Lou Fusz, experienced and confirmed technicians do the work, this had me wondering why he couldn't do the job. All Ford Fusions have at least similar mechanisms for the front door. As I asked (out of curiosity) what exactly the difficulty was, nobody was there to give me the details.
I was told that Saturday is not a working day, so I could not get my car on Saturday either. Monday would be the day when it should be ready.
The car was NOT ready on Monday. The technician had still not figured out, how to put the door handle back together, according to the person who answered the phone (NOT my assigned advisor!).
On Tuesday, again NOBODY called me to inform me of the progression of my car door handles. I called in at the end of the day, and was told it is ready. Well, by then, it was almost closing time, and too late to make it to Chesterfield on time, and so I had to wait til Wednesday the 20th of September, to go and get it back.
Obviously, Lou Fusz does not feel that I even was owed an apology, since I did not get one! They just handed me the paperwork, the keys, and done.
Nice going, Lou Fusz! Customer care is obviously a vocabulary that does not exist in that dealership, only on paper and in the commercials. And what was that business with the "customer care ambassador" or what fancy name you call the people who are assigned to a customer, all about? She was apparently busy with better things to do.or maybe she has way too many customers to take care of? Either way, a bad situation!
Here is some free advice, Lou Fusz: Next time you schedule a service, where the necessary parts are KNOWN TO YOU the moment the service is scheduled, you might want to look into inventory, to make sure you got all parts on hand. If you don't, order them and call the customer in when the parts are ready to be used. I even said that to the person with whom I spoke the last time I called, but he said that "that's now how we do things here" Yup! That is true!
Confiscating a car and making the customer wait for a week on what should have been a one day repair is unacceptable. Smart computers can be used for ordering and track-keeping of parts, to make sure you've got what you need. Don't call me in first and then discover that you got nothing on hand to actually do the work! (This is what I suspect, really happened) I call this UNPROFESSIONAL.

Very helpful. Addressed all of my questions. Offered suggestions without being over selling. The reason I come back time and time again.

Working with Rick Dana, Service manager is always easy and informative. Very professional in all aspects of our interactions.

Rick is always kind and patient. No matter how stressed I’ve been, he is always calm and very helpful in any situation.