I’ve never had vehicle service experiences like I have at Pinnacle Ford! They are the most professional, kind people and very thorough at what they do. I will never go anywhere else! I truly appreciate everyone at the service desk that has assisted me. Autumn is always so helpful, understanding and personable. They are all great though and I trust them 1000%.

Routine maintenance performed. I was called that the work was completed and I could pick my truck up. When I arrived, someone took payment and escorted me to my truck, as they usually do. The gentleman opened by drivers side door, removed the seat cover and paper floor mats. I got in and drove straight home. Not long after arriving home, I noticed a rather large scrape on my door handle that removed a wide strip of paint. I am 100% certain that was not present when I dropped the truck off. I am very particular with my truck and its appearance. There was a small scratch on the mid panel of that door. There was definitely not a gash on the door handle. I did not notice the damage when I picked up the truck because the employee that assisted me at check out opened the door, so all I had to do was get in the truck and close the door. I soon as I noticed the damage, I called the service department and told them what happened. I was told that they would review video footage and speak with the employee that performed the service and get back with me. This all occurred on Thursday, 9/30/21. As of this review, I have not heard back from Pinnacle Ford, but anticipate hearing from them early next week. I also received a text (I am sure it was automated) from the service director which I replied to with a text and picture of the damage. Being the weekend, I have yet to receive a response. Once I hear from Pinnacle Ford, I will post their response. I anticipate that they will not repair the damage due to me not finding the damage prior to leaving. I typically do not examine my vehicle, but will do so from now on. I also was not provided with a list of scratches and dings found on my truck when I dropped it off, which I would believe means there was none found. I guess I will see what happens hopefully in the near future. Hopefully I am pleasantly surprised.As you can see in the attached photos, something hit the door handle in the front portion and scraped along the side, removing a significant amount of paint. When I grab the door handle to open the door, I can feel the damaged area, that is one reason I know that damage was not there when I dropped the truck off that morning.

Danny Mullins and his team was very professional and I would recommend this service department to any Ford owner. I have a 2017 Ford F250 super duty and was having some running issues and they took real good care of me and my truck. Jennifer was very informative on letting me know what was going on thru the whole process. Communication is key in the service world. I am a service tech also and I know how important it is to keep your customers in the loop. Thanks again guys for an outstanding job. Well done.

So grateful to Jonathan any the mechanics at this dealer who got my car back on the road! I experienced an engine misfire while on an 800 mile drive. pinnacle Ford was the only dealer in Lexington that could get my car in within a day or two, other dealers had a 1-3 week wait. They got to my car quicker than promised and got me back on the road with the repairs covered under the manufacturer warranty. I truly appreciate their willingness to understand I was stranded with my dog half way between home and my destination. They made every effort to accommodate me as soon as possible and I am so thankful for their help.

Had my transmission rebuilt that was covered under the power train warranty I received when I purchased the vehicle. They honored the warranty without any issue. They made the repairs, also made a recall repair, changed all brakes and rotors and knocked out an oil change while they had it. Incredible customer service and my vehicle drives great again without any further issues. Communication from the service center was impeccable while they had my vehicle. Highly recommend!

Danny Mullins and the rest of the Pinnacle team are amazing. They take customer service to the next level! I felt like royalty! They took great care of me and my car. Definitely recommend!

Pinnacle Ford was great! They answered my call and got me in very quickly and were kind the whole time. They kept in great contact with me and made me feel totally comfortable the whole time. Much better than the other Ford in Lexington!

Jennifer was my service advisor and I could not ask for a more polite and efficient person. Recognized me and my vehicle and got me in and out in no time. My only complaint is with the dealership. The entry off US 27 need to have lighting. In the dark of morning or at night, with a line of cars coming at you, it is nearly impossible to see the entrance. Even just a couple of roadside lights would make it much safer. Get some solar lights or something...PLEASE!

Luis, the young man who attended to my vehicle that morning, was friendly and attentive. He clarified the reason for my visit for service, reviewed recommended service needs, and answered any questions I had. This is the only place I take my car for service because of this kind of attention.

The service specialist that helped me is always wonderful and pleasant, even though she is busy. My greatest regret is not remembering her name. I will remember next time and update this review! She definitely makes the visit special!

I took my truck in for a tire rotation. I keep a sheet on the drivers seat to protect from dirt and oil. When the truck was brought up, I found the sheet thrown in the back floor board and seat. I complained to the service advisor and she apologized. A little later I received a call from her and she explained that the technician had removed the sheet because he thought it was on there for some other reason. However, she insured me that he stated that he put plastic on the seat and that no dirty clothes were ever in contact with the seat. I thanked her and let it go. I called and left a message for the assistant service manager and requested a call back.Received an auto generated text from the service manager on Tuesday. I called the number and left a message. No call back and still haven’t heard from the assistant service manager.The problem at this point is that I dont like being lied to. Naive, I know, but I dont like it. I was setting just outside the door when the tech drove the truck up to the bay and got out of the vehicle. He did not remove any plastic when he got out and there was not ay plastic in the truck when I opened the door.I pay extra for service at a dealership in the anticipation of receiving a higher level of care for my vehicle. When I dont get that level of care it is frustrating and it does make me angry. When they lie, it destroys the trust.

Hats off to two employees, Autumn and the service person. They went the extra mile for me. Autumn was very nice and accommodating. I was totally impressed with the service. Ive not only sold fords, but have been to all the dealers here in Lexington. None of the other locations have anything close to the level of what Pinnacle Ford has.Thank you for the great service

I have received a couple of recalls on my vehicle and they have always been professional and courteous. Thank you Pinnacle Ford for your promptness and valued customer service.

After several several unreturned phone calls and an expected 7 weeks out before service could be provided finally just took the vehicle up there. Finally got to talk to the service manager who had supposed to have been returning my phone calls. After going around about a rental they finally pulled a vehicle off the lot for us to drive. Our transmission had been making grinding/whining/jerking motion for several weeks. When my wife called they advised her it would be 7 weeks before they could get it in but advised her she could keep driving it. This vehicle isn’t even a year old. Right at 20,000 miles. But after taking the truck up personally I’ve had better communication. They’ve kept me in the loop of what there doing. Truck will be ready for pickup Monday. We’ll see if it’s fixed right or not.

The Service Director called me to schedule the service for my SUV. I specifically asked if all the work would be done the same day, while I waited since I was traveling more than 1.5 hours. I arrived there early for my 9am appointment and was told an hour later that Id have to come back the following week as they didnt have time or an opening to complete the work. When I asked the Service Director for an explanation, he said he didnt know which parts needed to be installed when he scheduled the initial appointment. The parts were ordered in June, so I waited for more than two months. I was told they would call me to schedule service when the parts came in....that never happened....I had to make repeat calls. How could the Service Director not know what parts were to be installed? Why did he say the work could be completed in a couple hours if he didnt know what needed to be done? No apology was offered, even after I pointed out the this inconvenience and subpar experience. The service after the sale is unacceptable at Pinnacle Ford.

I was in town and had problems with my escape on my way down from northern Indiana. When I called I spoke with Jonathan. He was amazing. He was able to get my car in, get the work completed, was available to accept my calls and called back with information promptly. I do appreciate the help I received and my car is running quite well now. I would definitely recommend your service department.

All technicians and service personnel are always polite and knowledgeable about what theyre doing. I will continue using vehicle forward service for all my mechanical needs

Would have given 5 stars but have called repeatedly and left feedback to get the paperwork of my visit and service done because it was not left with me after it was completed. Hopefully they did everything they told me they were going to do. But Ill never know I guess lol

The actual oil change, tire rotation went well and as smooth as possible. Found an issue the next morning on Sunday. Since Monday Am, I’ve left several messages for the service manager to please call me. I have yet to hear back from him. 😕😕

Jonathan was so very helpful. Also Jess was very helpful setting it up as well. He got all 3 of my issues handled quickly and made my visit with Pinnacle a great experience. I was provided a loaner vehicle per my Lincoln Promise and my vehicle was washed for my pickup. Now my seat heaters are working perfectly, my door locks are fixed and my window is rolling up and down with ease. Thank you PINNACLE!!! I will definitely be back again!!!

I brought my Focus in for routine transmission work on a common and well known reason. It took them 2 months to fix my car and throughout the process customer service was unhelpful and simply told me to wait indefinitely as they could not provide an ETA. I would discourage any and all people to stay away from Ford if they dont want to be without a vehicle for an unreasonably extended amount of time.

I have always received good service and they respond to all my concerns.

I made an appointment two weeks ago to get an oil change, tire rotation, and two recalls taken care of. When I got to your dealership I was told by my service advisor that one recall could not be done at the direction of Ford motor company. Thats not a big deal and I completely understand. I was also told at that time that it would take approximately 2 1/2 hours to take care of everything else. At 3 oclock I was finally contacted by my service advisor and told that the part for the recall was not in stock and it had to be picked up from another dealer. I was supposed to use my truck to help someone move during the afternoon and because of this part I could not help them. It makes no sense to me why that part would not be available when the service department knew two weeks in advance that I was coming to have that specific recall done. My service advisor was very nice and professional about the situation both over the phone and in person but he could only do so much. Its all water under the bridge now but this may make me rethink who I use for service or a vehicle purchase in the future.

My repair was a recall from 2014. Steering gear cracked. Jennifer was knowledgeable and very nice. Service done was sooner than I expected.

Friendly staff - clean facilities. Very courteous & took time to explain service to me.

Brandy was excellent! The phone wireless answer problem and she was very knowledgeable and was friendly..

It took 42 days to fix my car that had been recalled by Ford. The dealership never offered to help. Not having this car put me in a really bad spot. The dealership could have been a hero by getting me another car to drive, but they were no help at all. Luckily this was my sons car and he was able to use my Chevy truck. If youre looking for a dealership that will help you out, you need to go somewhere else.

Receive my service in a very timely manner and working with Jennifer is always professional and informative.

Service was good it took a little bit of time to find the engine that it was put in in a decent amount of time with very considerate workers

This team did great! No hassle and professional

Jennifer and her associates are the best. Courteous, professional and prompt. Trust Pinnacle Ford its a great car care facility.

When my truck suddenly experienced a series of critical safety failure alerts I had to bring it immediately in to Pinnacle. They told me they were booked solid for several days but would try to fit it in before my planned trip. They were able to diagnose and confirm the errors were spurious and made sure everything was operating properly. I was able to pick up my truck the evening before I left on my trip. I have had no further issues since then.I have been very happy with their service department and personnel.

Used concierge service. They were on time. Communication was very good. Had fuel system cleaned and spark plugs changed. Hoping to see return of better gas mileage. Results pending. All else was great!

Came here for my 100k service on my 2017 F150. Staff and sales folks all super friendly and professional. I appreciated that I was able to say what I wanted for 100k service and they didn’t try to up sell me. I wanted new spark plugs, coolant flush, oil change, check breaks and rotate tires. To my amazement I had priced this out at a local guys shop and Ford was a better price than he was- which I would way rather have Ford do this work with proper coolant and plugs. Jennifer in service department was A++.

Went in early for a morning appointment for a key and fob remote replacement and reprogramming.They were professional and quick with getting my vehicle in and out of service.

Excellent customer service, just couldn’t fix my radio in my almost 3 year old Expedition under $1400+labor which was very disappointing. But that’s more a general Ford issue, everyone in the service department was great!

Excellent service and very polite and friendly Luis Urbina.

Purchased truck on 05/13/21, I had to contact them on 05/15/21 because the torque converter and transmission went out; they said it was my responsibility to get it to them per my warranty. However they paid for the tow as I had just purchased the truck and hadn’t even drove it anywhere but home. On 06/12/21, after close to 17 calls; numerous voicemails and only 1 call back two weeks after towing it in I was told it’s repaired when I called them to have it towed somewhere else for repair because they wouldn’t tell me anything. I was passed to so many different employees who kept forwarding me to other people. On 06/13/21, I had to have a tow truck bring it to my home because I didn’t have any help to go get it and they wouldn’t bring it back to me after towing it there; I had to pay the tow truck myself which was a lot due to the distance. The truck appears to be fixed now but if something happens I’ll take it somewhere else for repair, the company I heard is under new management and I can believe it because it was nothing like I had heard of in years prior; if you don’t believe me just check all the reviews on there Facebook, Google, or home page. Their customer service and customer satisfaction are terrible. They sale you a product then make you get angry with them to get anything done. Anywhere else would have covered the tow bill there and back, I would have also received more than one call letting me know what was wrong with the truck; they do not value their customers anymore. I won’t be using them for anything again or recommending them.

Overall, it was a good experience getting my Ford serviced here. It was quick, professional and everybody was very polite. The only thing I have to complain about is the fact they got oil on my cloth seats. Those things have stained permanently now.

Both the sales staff and service team were great to deal with. Very professional and helpful. Never been treated as well as they treated me!

I had a wonderful experience with this dealership and I highly recommend them to anyone who is in the market for a new or used vehicle, and or maintenance on an existing vehicle. I am a customer for life.

I dropped my truck off at 5:00 PM Thursday for a 0730 appointment Friday morning. I scheduled this appointment over 2 weeks out primarily to have a pair of after-market headlights installed. The first time I was contacted on Friday was after 2:30 PM to give me the estimate on the headlights…$737.00This was a ridiculously high estimate, I could have lived with as much as $300 having seen the install performed on YouTube. I declined to have Pinnacle Ford install the headlights. I was called an hour later to tell me my truck was ready for pick-up. So, my appointment was at 0730 and they did not bother to do the oil change until after 2:30 PM?By the way, I had the headlights installed at Smokey Mountain Truck & Jeep Outfitters for $152 ($95 an hour). If the dealership did not want to do the work then just state that up front instead of giving me an outlandish estimate for doing it. Really ticks me off to have my truck all day for an oil change and a recall when my primary reason for the appointment was the headlight install.

They were fantastic. I loved that they communicated with me a lot so I always knew what was going on!

Service was good however, I ask them not to rotate tires but they did it anyway.

Service is always great. Jennifer Gray I s excellent and so good with customers.

I brought my Explorer in twice to have the windshield replaced. The first time the salesman had ordered a window instead of windshield. The second time my appointment was not scheduled which I called a week prior to schedule. Danny took good care of me and had the autoglass company come to my house and do the work!

They got me scheduled in quickly, took care of the requested service and reviewed results with me. This was much better than last visit I had. I was very pleased.

Good service .. I would recommend this dealer ship to my family and any other person

Super quick! Super nice people! Very reasonable pricing!

The service was good. It was very quick. I had a recall taken care of. Was only there about an hour. Ive had the same service advisor the past two times Ive been in there...and hes great.

Bought my Ford Edge from previous owners of this dealership and have lifetime oil change package. This particular time was for installation of a recall part and had my usual services done as well plus brake pad repairs. I like that they did not try to sell me services that I did not need and they were true to their word on timing.

Everything was great. Got everything I asked for. Time worked out perfectly.

I had an appointment to get my oil changed. After about 35 minutes, I checked on the car. I was told it was almost done. I checked again about 30 minutes later and it was not being worked on. They told me it would be about 15 more minutes because the mechanic got behind. An oil change should not take 80 minutes. I expressed that I was not happy with the service that I received.

Quick diagnoses and repair. Decently priced

Transmission computer module went out on my 2015 Ford Focus and it’s been in the shop for over two months. On top of that they have no expected date when they can or will get the part. No loaner, no rental car even when the car is under warranty. It is just sitting there and they do nothing.

They are always good about getting in contact with me about recalls on my vehicle and I am satisfied with them fixing it

Yes we were very disappointed, when I made appt I was told no service between 12 an 1 for lunch so they made it for 1130 an I assumed would be done an out by 12 or shortly thereafter. My wife took car an when I spoke with her at 1245 she was still waiting. I told her to go see what was going on so she was told rep was at lunch and she asked if her car was sitting there they said yes an who knows for how long,, Jonathan txt me shortly after she arrived before 1130 an said he was taking care of me today anything I needed let him know, so when I txt him back about this he never replied an still has not responded to my question. Neither tech nor manager replied.

Autumn was my contact person and she was superb. Explained everything in detail and kept me informed on progress of service. I highly recommend this service department.

My name is Danny and I have just relocated to the Ky. area, i have 2011 ranger that was running really bad. Being new to the area I was calling cold and not liking the results. I decided I wanted to use a dealership repair, Jonathan answered and my problems were fixed. I got it in the next day and within 2 more it was fixed. This has been an incredible experience, I like knowing that when I spend my money on a product it has people like John and his crew behind it.

I made an appointment 4 days in advance, and it still took an hour and a half for a simple oil change. The service people are courteous and the waiting area was clean and supplied with water and coffee.

The services offered were fully explained by Jennifer as well as the use of the rewards program. All work was well done. Thank you.

Quick, friendly service. Picked up my car from my house and left me a loaner vehicle while mine was being serviced.

Incredibly fast! Customer service was excellent. Highly recommend getting your service done at Pinnacle.

Their work was done well. A seal broke on oil filter and had to be replaced when work was almost finished. Took much longer than usual through no fault of theirs. Was pleased with the work. Communication could be improved. Price was adjusted a little at my request.

Let me start by saying the service advisors I dealt with were very nice, polite, and as helpful as possible. Much of my service work was fine, and my only issue centered around my oil change. After the service, my MKC began running a bit rough, so I called the service department and arranged to turn around and bring it back. Within 4 miles after this, it began to misfire, smoke badly, and lost nearly all power. I had a check engine light come on flashing, so I had to pull over and call for a tow. I waited about 90 min for this, saw the vehicle off to Pinnacle, and then got a ride home. This was Friday, and they needed to keep the vehicle till Monday. No firm diagnosis was made till Tuesday morning, and I was called with the news. They had pumped far to much oil in during the change, and that fouled the plugs and created the issue. They drained the oil,added new oil in to the proper level,changed the filter and ran the engine till it could clear itself. I was then called to pick the vehicle up,which I did. It seems ok for now. My low rating is primarily due to 2 things. 1, I can actually see human error setting a control to pump more oil in than needed, but I cant see professionalism in closing an oil change without a manual check of the dip stick. 2, after I was cost nearly 5 total hours of time on this mistake, and after possible future repercussions to the vehicle power train, I was not offered a discount on the service, nor even a voucher for maybe a future oil service. This after paying a total invoice of just under $2000. I must consider this very poor customer service on the part of management, and even with a very nice service advisor, this vehicle, nor any of mine, are likely to return to Pinnacle. I am not angry, but I am disappointed.UPDATE. After my review, the dealer responded and said the Service Manager would contact me, but it has been a week now and I have not been contacted, so Im feeling that the major error they made with my vehicle was not a big deal to them and that their response here was for show. At this time Im pretty sure I will not use them for service anymore, and must recommend the same for everyone.4/7- still silence from Pinnacle. Zero customer service. Kain Ford is now our new home for dealer service.

Jennifer always does a great job getting me scheduled and my vehicles through the shop. Thank you.

Very friendly staff and apologized for the slightly extended time it took to get the recall work done but sometimes when you are working on a complex machine things take time so I understood and the work was done properly and the overall experience with the staff was very pleasant. The building is beautiful and the wait room was very nice.

My only key fob stopped working on my ancient Ford Explorer. They got me right in, got me a newly programmed fob and back on the road. Very professional and friendly. Even with my old car and no prior service there, they treated me very well. Highly recommend.

Team was courteous and checked the vehicle for other needed repairs. Service was completed in a timely manner. Fair pricing for the work performed.

Johnathan at Pinnacle when out of his way to provide good service! He was professional and kept up good communication.

They always do a great job.

I was really impressed with the timeliness of completing my service even though they were obviously busy.

I appreciate you reaching out to me. I am rather disappointed in a few things.1. It was a nightmare getting through on the phone to the service department, I had to have Sales transfer my calls. The 3 times I was physically in the service area with the advisors, only one would be on the phone... I dont understand why they could not answer incoming calls.2. When I dropped my car off, I plainly stated that I had a dead battery, and that was about the 5th battery since I bought the car from you all (Glenn), and that one of the terminals would get very corroded very quickly, and that I believed I had a parasitic draw... (I never mentioned alternator as Matt stated on my invoice)3. I stopped in unannounced and Matt seemed to be totally lost as to what was going on and why I was there. I dont think he understood anything about electrical activity in a vehicle with engine off. So, I left it for several more days, hoping surely the technician would know what to do, or look for, because this problem is even on a YouTube video.4. I finally decided if my car wasnt fixed in a week, you all probably werent capable of finding the problem, and I should just pick it up. Matt explained the charges, which included a Recall at no charge. I asked what was the recall and he replied nothing really, basically involved me putting a piece of paper in your glove box... I asked about the warranty on the battery and was told 3 years. I asked what would happen if this battery does the same thing (referring to the corrosion and needing replaced every year or so) and Matt said well then we will check the Body Control Module.... I asked why it wasnt checked this time, and he said, well they are pretty expensive... I asked if you all had a diagnostic machine that could test it, and he said yes...5. I paid the Bill of $325 and went to my car. Opened the hood and the battery terminals still had corrosion on them... I just shook my head and went home.6. So here is the deal... I am fairly familiar with automobiles, I have been a service advisor and was once married to a highly trained technician and parts manager. I could have replaced the battery myself, but knew there was a problem that I could not diagnose or repair, and thats why I took it to a dealership that should have the knowledge and equipment to do so. I was let down...I even left you a voicemail and never heard back from you! So, no I would not recommend your service or sales department..By the way, Ford Parasitic Draws are a fairly common problem with Fords... The parasitic draw is why I brought it in!!!! You might want to educate your advisors and technicians on that topic.Linda RaglandNicholasville KY

Everything went great, speedy process and friendly staff, would recommend them. I will be back, for my next service.

My experience was really better than I expected with not having an appointment.I had a windchill wiper problem. My problem was fixed in about thirty minutes.

You got the car in and out really fast Thank you

Safety Recall on Brake Hoses

Easy to schedule appointment, courteous staff at arrival. Made my service appointment simple.Thanks for everything yall do.

Service was OK except for someone forgot to tell the shuttle driver that I was in the waiting room so I finally got back to my shop an hour and 15 minutes later

Pinnacle Ford has done an excellent job on taking care of my Ford F-150. I can’t say enough about their quality and dedication to customers.

I did not like this experience. They were pushy and we didnt want the vehicle and they wouldnt take it back. And they had poor communication with each other about what waa wrong with our vehicle. Do no recommend !

Always great customer service.

I’ve enjoyed every person I’ve contacted at pinnacle Ford, great sales staff and quick service!

Sales personnel are maybe the Best in the State I will definitely be returning,,,,

They are awesome. I drive from Frankfort and its well worth the drive.

Quick competition of factory recall on my 2021 superduty.

New car 6 month service. Look everything over to make sure all is ok.

Recall work was completed!

They did a great job!!!

They always do a great job for me!

Five attempts and it’s still wrong

Very attentive and knowledgeable. Repair complete on time.

Ordered a replacement tire for my car. Service writer told me he would call when the tire came in. The tire was delivered to the dealership, but I was never call. I called to see when the tire would be delivered and was told the tire is here I just forgot to call you. I went to the dealership to have the tire installed and waited 3 hours for the tire to be installed. Very poor customer service.

Place is very expensive. Also charged almost 200 dollars just to tell me they believe it was something without fully testing it. Come to find out it wasnt what they said it was.

Excellent customer service, clean, timely and professional!

I am a long time customer of this dealership, several purchases and all my maintenance. Would never go anywhere else; they are everything you want and should expect from a car dealership..

Once again very punctual.

Not sure what was checked besides the oil change since it is not clear on the invoice and gives me no info on tire status or any other status info for anything checked Oil change and that is it.

Excellent experience

Good professional service as always!