Murphy PA

Excellent car buying experience! Richard B. was fantastic! He is very friendly and knowledgeable about all makes and models! Management and finance worked with us and got us into our dream car!! Service team is quick and very helpful! Thank you!! Highly recommend this dealership!

I’ll give two stars because the sales experience was good. Since that time, my experiences, particularly with service, have been consistently poor. I did not post a review previously because I think it’s unfair to throw a negative review online for one bad experience (unless it’s epically bad of course) as every business has off days. What Murphy Ford has proven in my experience is that their service department is a disorganized mess with poor customer service. I’ll just use my last two experiences as evidence. Experience #1: I took my car in for service on a Friday and was given very little information on even and estimated time I could expect my car to be finished. I was also treated poorly and dismissively by the person working the desk. Later that day, I was called to pick up my car and told the service department closed at 3 (it was a Saturday) but I could still pick my car up from sales. I arrived at 2:40 pm to an empty service department. When I finally tracked down a sales person, I was told that the service team had left a little early and they had no idea if my car was done and could not help me. I had to leave my car there over the weekend and was not contacted until the afternoon on Monday to let me know what was going on with my car...and that was only after calling multiple times. Experience #2: I dropped my car off on a Monday morning at 9:00am for a 9:30am service. I was told someone would reach out with an update for me that day but was given no time frame regarding when it might be done (it was for brakes and an oil change). I called twice that afternoon, simply to get an update/ETA on when the car might be finished, each time, I was told the service manager was busy and they would put me through to their voicemail. The next day, I called 4 times, trying to be reasonable and only asking for an estimated time it would be done. I did not receive a call back until after 4pm that day when I was told they were short handed and my car would not be finished until tomorrow but someone would call to let me know it was finished. By the third day, after being inconvenienced with additional days having no vehicle for basic services, I did not receive a call letting me know it was as finished and had to call twice myself again to try and get an update. By the time I actually found out it was done, I had to pay for an Uber to take me over to pick it up. To their credit, they offered a 10% discount, which did not account for my extra travel expenses of course but that is little comfort and does not make up for the consistently poor communication and customer service from this dealership. When you get services done by a dealership, you understand your overpaying for it a bit but in return you expect customer service, communication, and for them to be organized. I got none of these from Murphy. I will be needing a new car soon, I can assure you I will not be purchasing it from Murphy. I’m sure I’ll get a canned response/apology to this review but it’s meaningless when they do not back it up with improvement.

I was the first appointment of the day on Saturday. I was greeted at the door by Ray. He was super friendly and helpful! He explained the work that was needed and listened to my concerns. My car was ready and I was on my way within an hour. Great overall experience! I ?? Murphy Ford!

It was our first oil change and tire rotation on our 2020 Explorer. My appointment was 9 am & the car went back about 9:15 and took about an hour, just as expected. Everything went well and it was very easy. Waiting room had plenty of seats to be socially distant and enough outlets to power up your devices. Good experience.

I’m happy to expand... not that it will help. I dropped my 2013 fusion off on Mar 4th as the transmission (which your service team had repaired last year) died. The service communication I received from the service employee (Ray) was non-existent. I had to call numerous times just to get an update. After 11 days of “We are really busy”, “We have a bunch of Fusion transmission jobs all of a sudden”, “Trying to get this part and that part” I finally received a call from Ray who told me my car was ready and I could pick it up anytime till 8pm. Since my son needed the car we drove over and I went to pay yet the paperwork was not available at the cashier. After tracking down Ray it appeared the Parts Dept didn’t do something to complete the paperwork. I asked Ray why he called and said it was ready? He said, “The car is ready but the paperwork is not complete.” So after some waiting I had to leave so my son could take my car and I asked the service team to call me when I could actually pick up my car. Ray caught me on the way out and again after I asked why did he call me he said the car is done but the paperwork isn’t. So I stated, my car isn’t ready to be picked up correct? He said correct. Again I asked Then why did he call and say it was ready? He clearly didn’t have a good reason. I then waited until 10:43am the next day until I called the cashier who said she did have my paperwork. No one called to let me know. I have had this car serviced there for 8 years but this will most likely be the last. My other issue is how can transmission work be done and covered under the extended warranty I purchased and then less than a year later the transmission has, and I quote “catastrophic failure” and not be noticed when the transmission was serviced in 2020 while still covered? Severely disappointed and I will be sending a letter to the Service Manager there at Murphy Ford as well as your Corporate Office but wanted to calm down a bit. Hope that helps someone there avoid impacting another customer.