Customer Reviews of Paul Obaugh Ford Sales & Service
Paul Obaugh Ford
13 Lee Jackson Highway
Staunton, Virginia 24401
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Monday - Friday 8:00 AM - 7:00 PM
Saturday 9:00 AM - 5:00 PM
Service, Parts and Car Rental Hours
Monday - Friday 8:00 AM - 5:30 PM
Saturday and Sunday Closed
Karla J. Pitsenberger
Dear Jimmy and Mike:
I want to thank you both for how you responded to my March 11 correspondence and for arranging the repair of the broken manifold bolt in my Explorer. My positive opinion of Paul Obaugh Ford has been restored, and it's due solely to your efforts and your commitment to customer service and satisfaction. Jimmy, my only regret is that I did not bring this to your attention sooner - Todd and I did not realize you handled these type of issues.
I hope you both have a properous year. Thank you again for your efforts.
Karla J. Pitsenberger
This was my first Ford purchase ever!!! I am 52 years old and have owned a Chevrolet my entire driving life. When I sought after my retirement "dream truck", Ford was not even in the initial consideration. In my search for "what I wanted" I, eventually, drove through the Obaugh Ford dealer lot. My first impression of the looks of the Super Duty was "wow, it looks tough and manly"
I started talking to my salesman, Tim Wilson, and he could not have been more helpful or patient with me. I started my search in the spring of 2012 and I told Tim that I was "searching" and not ready to make an immediate purchase. That made no difference in how Tim responded to my questions, he treated me as I would buy a vehicle today knowing that my purchase was a year away. Hearing that I was test driving both the Silverado and the GMC 2500 / 3500 trucks, he could not get me behind the wheel of a F250 / F350 fast enough. It did take several test drives to determine if I wanted a 350 or a 250, but he was there for me every step of the way never questioning why I wanted to test drive so many times. I was hooked on not only the Ford Super Duty, but Tim Wilson as well. I feel I have purchased both as he has followed up with me to see if I had any questions and he has responded with urgency. (you have a great sales guy in Tim, I will buy Ford in the future and Tim Wilson will be who I buy from!!!!)
Richard Arehart (a totally satisfied first time Ford Buyer!!!!!)
PS: In my opinion (and I test drove allot of trucks) neither Chevrolet, GMC, or Dodge has anything that compares to the features, power, safety, ride, and quality of a Ford Super Duty.
Brenda F. Eye – Staunton, VA
Dear Ms. Obaugh,
I am writing to highly commend Lynn Keagy for his excellent skill and service, attention to detail, persistence in investigating and diagnosing a troublesome problem, and his willingness and dedication to provide the very best repair.
I first met him when I brought in my Dad’s van for a leak in the windshield which had been installed by a glass dealer in the area. The glass dealer denied there was any problem, but the water poured whenever it rained—the dealer still would not admit there was any problem, and I had taken it to another body shop and they said it was something else and said they “fixed” it. I remembered my Dad, Raymond Eye of Woodward’s Cleaners and Eye’s Rug Service (up to the early 90’s) had always brought their work vehicles to you all, and I brought the van to your body shop, and there thank goodness was Lynn. He kept working and checking and working and checking until he had the problem completely repaired- like new- and it had been a tricky problem. He was so thorough and rechecked everything to be sure it was corrected for certain.
Then I brought in 2 of my cars for a couple repairs to the bodies and they were all perfect. I will never go anywhere else for any Body repairs, and I recommend your Body Shop to everyone I know.
I cannot say enough good things about Mr. Keagy—he is very friendly, shows interest in your problems, and gives superb results.
I wanted you to know what a Wonderful person you have working for your company.
Brenda F. Eye
Charles K. Brown, Jr. – Asheville, NC
Last Friday morning I found myself with a problem on the automobile I had just purchased in Syracuse, NY. I had purchased an extended warranty, luckily. I had been stranded in Harrisonburg, VA and made my way to the Ford Dealership by 6:30 that morning. I waited until 7:30 when they opened up and tried to get in to have them look at my vehicle. They were booked until mid-afternoon and I needed to get back to Asheville, NC. They were good enough to call your dealership and made arrangements for me to see you on my way home. You could see me at 9:00.
When I arrived, I was met by Melissa Argenbright. She was pleasant, efficient, and understood my need to get back home. She took my information and directed me to your waiting room. In a few minutes she returned, telling me that my warranty was not in the system. Well, having just had an unexpected purchase of a vehicle because of an unexpected blown engine, I was without a great deal of resources, but was prepared to do what I had to do to get home, but was nevertheless very shocked that the warranty, that I had paid for, was not in the system.
Her news was that I had a bad alternator and then asked me, "How long have you owned the car?" When my answer was, "24 hours", she was shocked and said "that just isn't right". She called the dealership and told them that with the warranty not being in the system that they needed to pay for it. She extracted a credit card number from them and then started the work. The alternator was replaced, I was on my way without any more outlay of cash, and I had a most pleasant experience in your dealership while I waited.
Your employees, without exception, were warm and interested. Melissa, though, was the one I had the most contact with and she took my problem and made it her own. Something that is difficult to do, even for those of us that own our own business. You have a gem of an employee in Melissa and I know you appreciate her too. I just wanted to let you know what my positive experience had been inyour dealership, and know that she must touch lives, in your name, everyday. Thank you for understanding my problem and making me feel like I had partners in trying to solve it.
Please let Melissa know how much I appreciated it.
Don O. – St. Charles, MO
On a recent trip to Virginia, we experienced major motor problems. We tow a 32' travel trailer with a 2004 Ford diesel Excursion with approximately 100,000 miles. On a steep hill we lost power down to 25 mph. We finally got to the top; the truck regained power and seemed to be running normal. At the campground the following Sunday morning there was steam coming form the exhaust pipe. An indicator of serious motor problems. 30 minutes after we called Drumheller's Towing in Fisherville, VA, the tow truck driver suggested Paul Obaugh Ford dealer in Staunton, VA.
First thing Monday morning my wife and I went to Obaugh Ford in a rental car. We met Jeff Norder, service manager who treated us like royality. He and his service advisor, Melissa Stacey, could not have been any more understanding and helpful. The mechanic had to do major repairs and replaced parts that had to be ordered from the factory. The GOOD NEWS We had our truck totally repaired with a multipoint inspection completed by Wednesday at noon.
I can't say enough complimentary things about Obaugh Ford dealer, Jeff Norder and Melissa Stacey. If you are ever in the Staunton, VA and need assistance, Obaugh is the place.
Thank you so much for your help and great customer service. I really appreciate your kindness. Take care. See you at my next oil change.
My husband, Howard Marshall, and our '99 Winstar both died about the same time....Howard went to "heaven;" and I brought my van to you all, putting it into the "shop" under the "care" of Missy Stacy and the best shop people you have...and 'lo and behold my van is "like new" and is doing well. It would make me very happy if you conveyed my "heartfelt thanks" to Missy and the shop personnel for a job very well done, and for the guys who bussed me home when I left the car in your alls care.
I am so grateful to all of you for saving the van - don't think I could have survived the death of both (Howard and the van) at the same time! Again - Thanks to all of you, but especially Missy and the shop crew!
Johnny (Matt) S. – Franklin, WV
I would like to take this opportunity to tell you the wonderful experience that I had dealing with your employees. First let me express my sincere appreciation for Rory Richardson. I had issues with my pickup and she handled my concerns in a truly professional manner and showed that customer satisfaction is very important to her. The other two that deserve a huge thank you and a lot of credit are Jeff Norder and Mike Evelsizer. These two gentlemen made my experience with theservice department at Paul Obaugh Forda true pleasure. They are extremely professional and customer oriented. Let me explain...
I own a 2010 Ford F-350 Lariat which I purchased new. The pickup is a crew cab, four wheel drive, dually and it is fully loaded with options. As you well know the sticker price on a vehicle like this is not cheap. With that in mind, I was very excited and proud when I brought my new pickup home. I was looking forward to many years of happy ownership with this new truck. I have been a loyal Ford customer for many years. I have purchased Super Duty pickups in model years 2000, 2002, 2004, and 2010. I always buy them new and I always buy Lariat fully loaded models. When I sell one of these trucks it is because I am trading it in on a newFord Super Duty.
Within a few months of getting the 2010. I noticed that I was having unusual tire wear on both front tires. The tires were wearing on the outside edges a lot more than anywhere else and the passenger tire was the worst. Over the course of a few months I had the pickup worked on at Myers Ford is Elkton, VA and at Harrisonburg Ford is Harrisonburg, VA. Neither dealership could resolve my issues. I took the trucks to Myers with 9,000 miles on it and ask them to check the alignment and fix the issue. I also ask that they move the passenger front tire to the spare position and place the spare on the passenger front position. This was in effort to not further destruction of that tire after they completed the alignment. During the course of rotating the tire they had to change rims because one rim was a Lariat rim and the spare was just a steel rim. While on the tire machine, they damaged the Lariat rim. This meant they had to order a new rim and I had to make another trip back to Myers when it came in. I do not live close to a dealership so the trip to Myers Ford is 1 1/2 hours each way. On the day that I was scheduled to return for the replacement rim, I called the service department and ask that they check to make sure my rim was there so I didn't make a 3 hour round trip for nothing. After a brief hold, I was told that it was there. When I got to Myers Ford, I waited in the waiting area while they took my pickup into the service area to change the rim. A short time later they came and told me that they had not opened the box when the rim came in and now they realized that it was ordered wrong and was a steel rim and not the proper Lariat rim. This resulted in a 3rd 3 hour trip to Myers to try to get things straight. When I got there the third time, they sent me to a local tire shop to have the rim switched. They assured me that the alignment was correct so I didn't question it. A few months late when the vehicle had 19,000 miles on it (the tire that had been rotated now had 10,000 miles on it), I realized that the alignment problem still existed because now the second tire to be on the front passenger position was wore out. With the experience and problems that I had encountered at Myers Ford, I knew that I was not going back again. They had not fixed the problem the first time so I couldn’t see a point in trying them again. Therefore I made an appointment with Harrisonburg Ford. I also had other small problems with the vehicle such as the memory seat not retaining memory, intermittent smoking, intermittent lurching, and a smell of burning oil. I informed Harrisonburg Ford of all my concerns. I am about 1 hour from Harrisonburg Ford (2 hour round trip). I dropped my truck off with Harrisonburg Ford and headed back home. They had told me they may have my truck for a few days to fix all of my concerns. Later that same day, I received a call from Harrisonburg Ford telling me they were unable to duplicate the issue with the memory seats and also could not duplicate the smoking or lurching. They also told me that after looking at my truck they realized that they couldn’t check the alignment because their lift would not accommodate a truck the size of mine. By now I reached a point where I started looking at leaving Ford and buy a Dodge. I was truly frustrated with the feeling that I had paid almost $60,000.00 for a vehicle and two different dealerships couldn’t fix what appeared to be small problems.
Fortunately for me during one of my calls to Ford Customer Service I was connected to Rory Richardson. In my opinion she is the example of what a customer service representative should be. She took extremely good care of me and made very certain that my issues were resolved to my satisfaction. She personally found a Ford dealership that could handle my truck (Paul Obaugh Ford, Staunton, VA) and worked to set up appointments, cover warranty issues and provide me with a rental car. She made the entire repair experience amazingly pleasant. Throughout the time my truck was in the garage, she continually called me to keep me informed of the repair status and the next step in the plan. I cannot put into words how pleasant she was to work with or how much easier she made the entire experience. I honestly felt that once she became involved that my worries were over. She said she would take care of it and she did. The best word I could use to describe her customer service would be “amazing”. There is no doubt in my mind that in the future, should I have a problem, I will call her first.
I am about 1 ½ hours each way from Paul Obaugh Ford. Therefore after Rory established that they would be the ones working on my vehicle, I spent some time on the phone with Jeff Norder and Mike Evelsizer to work out as many details and do as much preplanning as possible. Both Jeff and Mike went out of their way to assure that all of my concerns were both addressed and fixed. I am truly pleased with the service and customer care that I received from Jeff and Mike and they are the reason that the next time I need service and the next time I buy a new pickup, I will go to Paul Obaugh Ford. They made the repair experience easy and successful. They called my frequently to give me updates and took the time to explain what was happening and what was going to happen next. I feel that I received personalized, professional service and I feel that they made sure that all of my issues were taken care of. These two gentlemen went out of their way to take care of me and my truck and could servce as an example to others on how to treat customers and handle their vehicles. Thank you Jeff and Mike.
I know that very often when customers write letters it is to complain but my intent is just the opposite. I want to make sure that the bosses and supervisors of these fine individuals know that they are very good at their jobs and that they take very good care of the customers. People like Rory, Jeff and Mike are why I will continue to buy Ford products.
Donna D. – Waynesboro
I am the proud owner of a 2006 Ford Explorer. I take it to Paul Obaugh Ford for oil change and tire rotation on a regular basis. I have always been treated with respect by all of the employees. My visit on 11/10/11 took a bit longer because I decided at the last minute I wanted my brakes checked. I was very comfortable, as usual, in the comfy waiting room watching TV when I received the good news my brakes did not have to be replaced. The employees were apologetic because of the extra time it took, but I was thrilled. It is such a pleasure to call and speak with a courteous person. Everyone actually made my visit delightful. They all seem to know how to treat a customer very special. You do not see a lot of that anymore. I applaud Paul Obaugh Ford in every respect. I trust them and recommend them with the highest regard.
James and Virginia E. – Huntsville, AL
We are writing this letter of commendation for the service departments at two Ford dealers who went out of their way to help us during the Thanksgiving holidays. We had planned to spend the holidays with family in New Jersey and left Huntsville, Alabama on Tuesday, November 22, driving north on I-81. Outside of Lexington, VA, we began to hear a worrisome noise in our 2006 Ford F-150 Lariat and managed to locate a Ford dealer in Lexington. He was unable to help us but did call Paul Obaugh Ford in Staunton, VA about 35 miles north. We were told to arrive at the service department at 2:00 the next day, which would have caused us to miss Thanksgiving with our family. We called Mr. Rick Fewell, Service Manager at Woody Anderson Ford in Huntsville, AL, explained the situation, and asked if he would contact the service department at Paul Obaugh Ford to get us in earlier. (We have purchased Fords from Woody Anderson Ford and dealt with the service department for several years.) Ms. Missy Stacy, Service Advisor at Paul Obaugh Ford, squeezed us in at 8:30 the next morning. Mr. Garland Helmick of the Service Department took the vehicle for a test ride and diagnosed the problem. Unfortunately, it was serious, as we suspected (a rear end shaft bearing), and we had to leave it for repair. Ms. Stacy then helped us with arrangements for a rental car and had us on our way by 10:30 that morning in plenty of time for us to complete our trip. Parts had to be shipped in so it was nearly impossible to tell when the vehicle would be repaired. Ms. Stacy stayed in contact with us to give us the status of the parts receipt and repair, allowing us to plan when we should arrive back in Staunton to pick up our truck.
They all helped turn what could have been a disappointing holiday into a wonderful event for our family. Our deepest thanks to them for everything they did and our congratulations to Ford for having the wisdom to hire and retain such caring and compassionate employees.
Cynthia S. – Pennington, NJ
Many thanks for fixing my Lincoln. Coming of the road and being towed into your dealership turned into a good experience. Misty Kyle was most helpful and a thanks to the tech who did the repairs. The car has run fine since I picked it up. Also, please thank Larry Massey in the rental car department. The ownership should be very pleased with the employees.
Kevin H. – Staunton, VA
They have done repair work on my 2012 Escape twice from two different accidents and have taken less time to do than they predicted, getting me back on the road in my own vehicle quicker. Thanks, thanks, thanks!