I recently purchased a used 2013 Ford Fusion from Borgman Ford with less than 15,000 miles on it. I was underwhelmed at the customer service at Borgman Ford, as I never felt like they cared about me as a customer at all. I understand being a salesman is a difficult position to be in while you’re trying to get the best price out of a customer and also treat them well so they come back to you… but I never felt like they cared even a little bit that I was there.
I test drove the car three times and had a former mechanic (my father) come with me to the dealership the second time in order to check the car and be sure it didn’t have any huge issues. The car had minor body damage on the front right and rear left bumper areas, but there was no mention of any accident (or ANY service for that matter) on the provided CarFax. When mentioned to Matt (the salesman) he sort of shrugged his shoulders.
Before I had said I wanted the car, I asked them to run my credit and show me what rates they could give me on a loan. Matt asked “so you want the car then?” …He wanted me to commit to the car before he ran my rates. I told him “I want the car, otherwise I wouldn’t be here, but I would be crazy to commit to the car before you show me the rates you can offer me.” He said “well I don’t want to do the work and run your credit if you’re not going to buy the car.” I was extremely put off by this. I know he was doing everything he could to get me to sign, but he went about it in an embarrassing way. I told him the price I was willing to pay, and he said he would run my credit and call me the next day. I secured a loan with my Credit Union at a great rate and had no intention of financing through the dealership who had gained absolutely none of my trust at this point… but I wasn’t going to tell them to not “do the work” after complaining about me not committing right then and there. Unfortunately, they are the only dealership within 200 miles that had the trim level and specific upgrade options I was looking for, otherwise I never would have went back.
I purchased the car the next day. Sundew in the finance department was a pleasure to work with, and never tried to pressure me into the silly things that finance usually tries to push. She was the only positive when dealing with Borgman.
When I went to the front desk to handle my forms of payment, I was once again put off by the way they treated me. I didn’t catch her name, but the woman at the desk took about 6 calls and walked away from her desk twice while counting my money. She never once made eye contact with me and her demeanor seemed as though I was a huge inconvenience.
Also something I noticed: the magnetic license plate they use on test drives gets carelessly thrown on the cars. It left tons of little scratches and I flinched every time the salesman threw it on. ON TOP OF THAT I noticed a large and fairly deep scratch to the left of the license plate that I did not see on my test drives. I can’t help but think a screwdriver slipped off a bolt and dug into my car when the salesman put on my new plate. I could have missed it before, but I’m fairly detail oriented and thing I would have seen it.
On my drive home, the Check Engine Light came on in the car. 15 short miles from the dealership. I tested the engine codes and got a small emissions valve back, so it is a minor fix… but I can’t help but think Borgman cleared the code hoping it wouldn’t pop up for a customer on test drives… either way, I’m not going back. I’m using Barber Ford in Holland to repair the valve because they seem to get favorable reviews. Borgman never felt welcoming and never gave me a reason to come back.
I hope that other people have a different experience, but I can only give you mine.