Jim, the salesman offered us terms for the lease of a 2013 Ford Escape. He wrote them down. We discussed them and confirmed exactly what the terms were that were being offered. We then went and shopped 5 other manufacturers and decided that the Escape was the vehicle we wanted. We returned to Mahwah Ford and the salesman, Jim and the manager, Aaron refused to honor what they had offered and sought thousands of dollars more than what was originally offered - both in "up-front" money and in monthly payments - for the vehicle. Aaron was arrogant and nasty, gave a lame excuse for offering something that he was not honoring and showed no care or remorse for how we were mislead. We acquired the exact vehicle we wanted from All American Ford for a much better price, with much better treatment.

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Just awful! I took my Explorer in for new brakes, paid $1,000 and as soon as I leave dealership I hear a lot of road noise. They omitted to check and fix wheel bearings. Now I have to do the job over, but not with them. Ever!

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Already being way beyond frustrated with the transmission issue (failed Torque Converter) with my 2005 Ford Freestar, the visit to Mahwah Ford this afternoon to submit paperwork for reimbursement of already paid repair work ($2500 at that), just put the rotten icing on an already very rotten cake (the purchase of my Freestar through this dealer was appalling). The attitude I received upon walking into the Service Department door from Bill Capone truly made me want to slap the guy, real hard. Apparently, I "interrupted" his lunch and he certainly and very clearly made it known that I did so. Pretty much made me feel like "How dare you walk in through an open service department door while I am eating my lunch?" He was even so kind to show me what he was eating, just to make it clear the importance of his task at hand. He told me to come back after he was done and he will "try" to assist in getting a reimbursement for the failed Ford part. What a wonderful suggestion. I am already taking my lunch time (not eating) to deal with such a pathetically handled situation to begin with, and he tells me to come back after he is done eating his lunch. What phenomenal customer service...kudos to you Bill! I ended up walking out on him so he could finish eating his lunch and plan on taking my business elsewhere. It really is no wonder, thanks to people like Bill Capone, that outsourcing of customer service is becoming such a popular choice. Thanks again Bill! Another customer lost. But not that it matters to Ford, we are all just a little teeny tiny number in their big fat wallet!

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What a pleasant experience. VERY friendly and very helpful. I just left my long time dealer and will be bringing all of my friends, Family, as well as service vehicles to Mahwah Ford. All employees went out of their way to help me out and I am very grateful to the team.

Thanks again for everything.

Mike

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Service manager rude, condescending, and needs a lesson on how to deal with customers and potential customers.

Have had 2 separate dealings with him many months apart . . . both ended with me leaving, unhappy, and spending ZERO $$$ at your dealership--although I had fists full of money, ready to do so BOTH times.

Ended up buying a brand new 2012 from another dealer.

I will not return a third time.

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Bamboozled, deceived, and flat out lied too are just some of the ways that I felt we were treated between the Sales and Service department. There was a lot of finger pointing with no results except for the fact that three customers were lost that day, me and my in-laws that went to Wayne Ford the next day and purchased two new vehicles. There is no integrity among the two departments whom like to play a finger pointing contest instead of meeting the needs of the customer. Purchased the vehicle used with 54,000 miles with in the first year it took 3 visits to repair a power window on the driver side front which I am still not satisfied and the transmission went and the "problem" was stated to be debris in the transmission. There service department preformed all the routine maintenance to this vehicle, then the sales department claimed that we signed a paper that we turned down extended warranty, which when confronted they could not come up with. We only had the vehicle for 14,000 miles.

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We had a recurring problem with our older but low-mileage Ford Focus that several other dealerships could not resolve yet had no problem charging us. Bob's crew found it immediately and it turned out to be a low-cost fix. Thanks!

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Took my Explorer there for routine service, as the Ford dealership I usually use had closed. I made an appointment for 8AM, as I had to go to work afterwards. Since I was concerned about getting to work on time, I asked about their loaner policy. I was then informed that the service would only take "a little while", so I was not eligible for one. Despite the fact that I had an appointment and got there early, they did did not take the car in until 11AM. Sure, the service was quick once they actually started working, but the fact that I sat there for three hours when I had an appointment was inexcusable. I had been thinking about purchasing my next car from them, but I would absolutely not go there again.

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Very bad, stay away. Please. Don't get scammed. Gave a cash offer, they took my card info and then waited almost 10 hours before telling me no! They are teamed up with the banks, want you to finance..... Rick sucks!

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We were there waiting to pick up our truck and we waited only to hear your next and to see new customers being helped before us. We finally lost our patience because we waited over an hour and said "bob we have to go" and he replied so leave! On top of it all he refused to give us our deposit back saying sue me! Don't waste your time..poor sales force..you are nothing but a piece of meat and they let you know!!!

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