We did not drive away happy.
We found the Ford Escape Hybrid we wanted at Capital Ford, it was the right price, and it had all the options we needed. So, we bought this car rather than walk away. However, there were two outstanding issues that in retrospect should have been handled right there by a dealer that claims they want their customers to "drive away happy". We did not drive away happy, and the more I thought about it over the next couple of days the more annoyed I got. Problem 1: there is a small dent in the liftgate. We mentioned our concern about the dent numerous times but were put off. The salesman actually offered to get us some touch-up paint, but he would have to order it. Really? There is a collision shop associated with this dealer. If Capital Ford was really committed to creating customers that drive away happy, they would have offered to fix this tiny little dent the right way. Instead, we drove away unhappy. Problem 2: This car only had one key fob. Every other time we've bought a car with key fobs, two key fobs are provided. Instead, when the car was driven up to the door and we were ready to drive away, at the very last minute the salesman says, "Oh yeah, this car only has one key fob. Sometimes they come like that." Again, really? A key fob for this car is an expensive item, and the emergency key must be cut by a locksmith, and the key fob must be programmed by a locksmith. A new key fob itself is $80 online, plus the cost of the locksmith. The salesman offered to sell us one for over $100 and did not offer to cut the key or program the fob. Capital Ford, is that what you call good customer service? Problem 3: We chose to add a vehicle service contract, and we were not told about all the available options before agreeing to the contract. I would have liked "Dent & Ding Coverage", or "Key/Remote Replacement", but we were not told about these options, I had to read the paperwork later to find out. Capital Ford, why did you neglect to mention those options to us? You could have sold a more expensive service contract!
In retrospect, we should have walked away when the blew us off about the dent, and then they hid the fact that the car was missing a second key fob until we had signed off on the deal. They let us drive away unhappy, and we feel some regret about going through with the deal. But the car had everything we needed, it’s just unfortunate that Capital Ford is not committed to a higher level of customer service.