The service team was easy to communicate with in all aspects of my interactions. From initial scheduling of the appointment, scope of work, completion of service, to payment and pick up. Brody clearly communicated all aspects and responded quickly with questions we posed.
Excellent service. Duncan Ford dealership uses a video technician explanation system to show customers what they find and they describe what and how they will fix components.
Not only was the gentlemen who assisted with helping me understand the recalls that had been issued on my vehicles, accommodating and a breeze to work with, but the gentleman who came to do the recalls was precisely the same. They are consistent across the board and their professionalism is unrivaled.
Very difficult getting an appt with automated human free system for scheduling. Got in finally after talking to a person. Took a couple days of calling and texting. Appt for maybe 4-6 weeks out. Unfortunately they did not fix the problem but sometimes that happens I know.
Original problem was radio. Told all was ready to go and went to pick car up and it was not drivable - dashboard messages and indicators I have never seen before. It was right at closing time so I’m literally pushed out the door, no ride, waiting in the snow and cold. In the end I am out several hundred bucks, three trips to the dealership, and nothing to show. I realize things sometimes dont work out. Not a lot of things went well. I was definitely not taken care of. I ask the dealership to look at things from customer perspective.
Everyone was very polite and helpful. Took care of what needed to be done to my car earlier than I expected. All in all our experience with Yall was great. Thank You
Really appreciated the level of communication and care that was taken. I’ve had a lot of issues with my car and they seemed to have fixed them all in a very timely manner
Very pleasant experience. I always get work done in the waiting room. Service people are attentive and helpful. I’ve been going to Duncan for years and I highly recommend them.
Truck is still relatively new and like to get it serviced at the dealership. Great service and very trustworthy unlike others in the area. Technical support team is very courteous and prices are very reasonable.
The appointment person set me as drop off when I never asked for that kind of service since I needed the car and I always wait. I was lectured that my appointment was drop off and it might take longer. I am sure I did not asked for that but I was lectured over and over again to be sure I request as wait appointment. I felt frustrated as if was my fault.
I didnt even know you could get places to come to your house and change your oil and such until duncan offered it. Ive always done my own oil changes, but for the price and professional they offer i couldnt turn it down. Ill say this too I dont trust much of anyone to come to my home when im not their, for any reason, but again they did a great job and was very professional. Thanks to duncan and the team their.
Got an appointment for service at my house for the next day. On time, good communication, very pleasant technician. Service was performed quickly. Ford maintenance agreement paid for it, no charge to me (as promised).
Very nice and knowledgeable service department. Picked up my vehicle for service so I could go about my daily duties and brought back in a timely manner. Highly recommend these folks for service.
Duncan Ford and collision center is first class. The staff is very friendly and their work is done in a quick and efficient manner. They are my “go to” Ford dealership.
Duncan has the best service department in our area. However, my new F150 has a couple of issues that they are not yet addressing. In fairness it may be a Ford problem instead of a Duncan problem.
Brody (Service Advisor) was incredible to work with, great communication throughout the whole process, he really cares about providing quality service and he managed the very tough situation with excellence. I will be taking my truck back to him for years to come. Great experience with Duncan service.
I arrived on 10/20/2025 with a transmission alert on my screen. Their transmission guy was out but they found someone to inspect my car. Tori was the customer service tech who helped me. She updated me while I waited and brought me an estimate. I needed a new transmission. It would be 3-4 weeks for the part and 10 days for the install. Altogether, about 5-6 weeks to resolve my issue. Tori called enterprise to ensure I got a car and I got a ride over to the rental shop. Tori texted me a few times during the waiting period, keeping me updated on the progress. I was pleasantly surprised when Tori messaged that my car would be ready in a week. That was HALF the time quoted. I picked up my car on 11/17/2025, 2 weeks earlier than expected. The 8 hour drive after I picked up the car was great.
Customer service was very frustrating this time. We use Duncan for a lot of our service needs, and have had many experiences that were above par. This time, my issues were dismissed, and when I came back with my husband, he was dismissed at first until he persisted and the service we requested was completed. It’s not the first time I have been dismissed when I ask questions there. We also attempted calling the service department several times, with no answer and no callback. Not a good experience. The prices, however, are always fair and usually less expensive than other dealerships in the area.
Scheduled new tires for my truck. Surprisingly price was cheaper than other quotes I received from local tire shops. Great service and the complimentary shuttle to and from work really helped!
Had a mobile service oil change performed - it want great. Technician showed up on time, completed the work quickly and I was back on the road within an hour! Highly recommend it for routine maintenance items.
We had an appt for 10/23, 2 recall items and alignment/front tires. Truck never got into shop and looked at until next day. Call and left messages for shop advisor 3 times and finally told Friday afternoon it needed tires and they wouldn't arrive till Monday. Monday get a call around noon that tires r in, but warranty folks may need make a decision until Weds. get a call hour later saying warranty folks did not approve work. I then said just move forward and I would pay the amount of 1400. Called at 430 and left message, no response. Next day call and leave message again, no response. Called again and left message for service manager, no response. Next day shop advisor calls and says still working on truck. At 5 pm Tuesday, call says truck is ready, couldn't make plans to pick up in one hour so picked up next day. Simple repairs took almost a week. What was the point of having an appt?!
We are from out of state and hit a deer on our way into Blacksburg for a VT game. Had the car towed to Duncan’s Collision on a Saturday morning and Steve was there to help guide us. Chad touched base with us to make sure we were comfortable. We are so grateful to both Steve and Chad! Thanks for the referral, Bill and Karla Gragg!
I had a recall on my 2022 Mach-E. The drop off process was super easy - the folks there are very friendly. When it was time for me to pick it up I asked if I could have the shuttle come and get me - imagine my surprise when he offered to drop off my car at my house!!! Amazing customer service!
Made an appointment for an oil change and dropped it off early, with an electrical issue (horn). The Service manager took it in, wrote a ticket adjusting my appointment time, told me about a 10% off special on service work that included my oil change. The mechanic fixed my horn and all service work on the day of my appointment, sent a video showing the vehicle done and explained what he had to do. They threw on my front license plate bracket I had picked up in parts, without me asking them to and saved me 100 bucks on the service work because of the special. I'll definitely be back. Thank You
While traveling from Kansas City to Virginia, my 2023 Trans Van experienced engine problems, so I visited Duncan Ford Service without an appointment. Manager Brent and all the professionals were very kind and helpful, and they fixed the engine and oil leak issues in a couple of hours. Actually, I had been to another Ford Service the day before, but they coldly refused to take a look, saying they wouldn't make an appointment for three weeks. I am impressed with Duncan Ford Service. They are very organized, kind, fast, and professional. I recommend 100%!!! Thank you.Duncan Ford.
Duncan Ford’s Service Department is Great!!! Extremely professional and very friendly. Troy Hillard was my contact person. He kept me informed on all my service issues. I highly recommend them for all your service needs. Thank you so much for fixing my Explorer.
Scheduled a pickup and drop off service. They came to my house and picked up my truck, took it back to the shop and inspected it, sent me a video of the inspection, then brought it back to my house. Brent, Andrew, and the rest of the team were great. Unbeatable for $20!
The employees are very courteous and polite. The prices, in my opinion, are quite high. My last survey was not good and still holds. However I will increase my rating this time based solely on the employees. I had to initiate my next service visit myself because I noticed my engine light was still on when I left the dealership. I was told it would cost me approximately 165 00 just to look at my car on my next visit. This apparently does not include the cost of the repair. I know prices have increased everywhere but I just paid around 795.00 for my last visit and left with the engine light still on. Hopefully this next one will be better. I do want to thank Troy for his patience and understanding.
I went to Duncan to get inspection on an almost new vehicle, and they took care of a recall at the same time while I waited. I always appreciate the considerate people in the service department! Thank you!
I had a recall on my Ford escape and I called Duncan's in Blacksburg and they came to me and fixed it. Didn't take but 30 minutes or so to fix. The guy was very nice and efficient. I would recommend them to anyone.great company to do business with.
The Service team respected my time restraint and informed me early that it would take longer than I expected. However, I received my vehicle in a timely manner and everything was done well! Thank you Duncan Ford team especially Troy who was overseeing the project.
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