I purchased a used 2013 Ford Escort from Gus Johnson Ford. Part of the agreed deal was the installation of a new trailer hitch. Discussing my options with the sales person my choices was to go to U-Haul for a universal trailer hitch at a cost of around $250 or for a little more have a hitch installed at the dealership which would have a Ford dealer warranty. It was agreed that I would have the dealer install the trailer hitch and they ordered a new hitch. I dropped the car off for the installation and picked it up the next afternoon. Upon my arrival to pick-up my car I was presented a bill for $990, not a little over $250 as I was told. This was well over our discussion at the time of the sale but my car was blocked inside of the garage and I had no choice but to pay the bill or I would not have a car.
The sales process at Gus Johnson Ford is to follow a set process for every customer, every sale, no deviation. The staff does not listen to the customer. On at least a dozen occasions during my visit I was asker and/or prompted to take the car home that day, every time I responded I would not take the car home until the additional services I purchased as part of the purchased (windshield coating and interior/exterior protection) were performed, they would not let go and simply did not listen to their customer. It was also expressed that I would contact my banking institution on Monday to arrange financing, they insisted on financing through one of their resources before we could sign the sales papers and leave. The process from sales agreement to leaving the dealership took 3.5 hours, felt like a prisoner as I could not leave until they were ready.
When I brought the car in to have a trailer hitch installed and they had offered to “detail” the car while it was in and fill the tank with gas as it was a little over ¼ full when I purchased it, not full as stated, no big deal but the offer to detail was a nice gesture. The car was not ready at the end of the day because the mechanic was having problems with the wiring for the trailer, after I expressed that I was stranded downtown, I was told to have a good day and they would see me the next day. Stranded downtown I ended taking a cab ride home at a cost of $53.
They really do not care about the customer, just sigh here and get out.
Salesman, sales manager, finance manager, service rep.
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