I have had a deplorable experience with this organization.
I want you to understand this was the worst business experience I've ever had. Here is our story:
My husband and I ordered a custom fusion on Feb 11 2015. We paid a cash $1000 deposit. This was after coming to the lot, test driving a car and then putting our desires out to bid to local dealerships in the preceding weeks. This Dealership came in at the lowest OTD price. And given our prior relationship with the dealership felt comfortable that we were making a great decision.
On March 24 I called to check status of the car delivery, expecting that it should have been there any day. Remember, we had negotiated an OTD price before we ordered it. At this point I was told the sales person we had worked with had quit with out notice and never bothered to place the order before the deadline of February 12. I was understandably annoyed to discover the car had not been ordered, nor had we received a call to tell us that it hadn't been ordered. Mike, the assistant general sales manager said "we'll make it right." I confirmed he understood the negotiated OTD price.
While I understand turnover in staff, I don't understand why after nearly 8 weeks no one even called me. Keep in mind we put down a $1000 deposit - IN CASH. However, the dealership agreed to order the car, we agreed to wait and the dealership agreed to honor the OTD price we had previously negotiated. Two weeks later I check status again. And again find out the car still had not been ordered. The excuse given this time, was the factory needed time to reset to the new year model offering. I should have just took my money back then but I really wanted that specific car - I researched it, I liked it! And again Mike said "we'll make it right" Two weeks later I receive a call saying that the car was ordered and had a scheduled delivery date. Mike was excited he was going to "make it right".
So fast forward to May 11... The car had finally arrived. On May 15, my husband and I went to pick up the car. This should have been a great day. I had received a call from Chris Bowman telling me he personally wanted to assure everything was ok. He too wanted to "make it right" (I never laid eyes on the man...he clearly cared how the deal went.)
Instead the day was more than two hours of wasted time and we walked away from the deal. The car was what we ordered, albeit dusty and dirty as all new cars should be... but the car came in $4000 more than we negotiated. The sales staff did not honor their word. I wasn't expecting free any thing I was expecting the car I ordered at the price we negotiated.
Your organization's version of make it right included an increase in the OTD price by $4000. When we decided to walk away, Mike actually had the audacity to argue with us! I'm not sure what their definition of make it right is but no where in my book does it involve four months of delays, no communicating and a price increase to boot. Had someone said you couldn't honor the price because the sales who quit ordered beyond his capabilities, we could have talked through it and made a reasonable informed decision. Instead, the dealership decided to pull a bait and switch. Now to top it all off, two weeks later I still don't have my deposit back.
Finally, I received a call from the controller David. I asked for the check that was reissued to be couriered to my home, less than 10 miles away from the dealership because I don't think it is fair to make me wait an additional period of time to have the check mailed again when it didn't make it the first time. (You'll recall this has been an ongoing theme in our experience thus far) And, why should I have to make the trip back into your establishment. David accused me of having a "tirade" as I expressed my frustration and anger with this whole situation and then he a actually called me honey. His actually words were "look honey" Not once did my husband or act unreasonably or rudely through this whole ordeal. We walked in good faith believing that we were dealing with professionals. I have been proven wrong about the level of professionalism at every turn.
I have never in my life been so disrespected! I am infuriated that he thinks it is ok to refer to an female adult customer who has been treated very poorly already and is justifiably angry and frustrated by calling me "honey". I don't think it unreasonable to expect that an organization of this size can afford to finally make it right and give me back my money in a timely fashion. I am further certain that he would not have referred to my husband as "honey". Is this the type of discriminatory and degrading behavior that this company tolerates from their executive leadership?
This is not the first vehicle we had ever tried to purchase here. We successfully ordered and purchased a F150 platinum truck several years ago. You can absolutely rest assured that this will be the absolute last vehicle we purchase from Ford - most specifically Peoria Ford.
I went to Arrowhead Honda the next day and three hours later drove off the lot with a Honda Accord Touring Edition paid in full, in cash. You see, money was never the issue. Fair, honest business practices were the entire crux. If we had been called, if we had been notified... If we had been treated like rational, intelligent consumers, perhaps all of this could have been solve amicably.
As it stands the staff should be ashamed of their behavior. And you should be embarrassed by the way you are being represented by them. The principles of marketing are simple, when consumers have a great experience, they will tell anyone who asks. But, when they have a bad one, they will tell, everyone.
Sincerely and unbelievably disappointed and dissatisfied.
I Recommend This Dealer:
Chris, Mike -the sales manager, David - the controller
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