Herlong Ford

We had a terrible experience with this dealership. We trusted them to keep their word and have been sorely disappointed. I only post this so no one else will have to go through what we have. Long s We trusted them to keep their word and have been sorely disappointed. I only post this so no one else will have to go through what we have. Long story short, we bought a defective car from them that they swore up and down was thoroughly checked out, and we had to pay to have it towed the last 180 miles home. The owner of the dealership, Wes, told us over the phone and via text they would make it right by reimbursing us the money for the tow and getting a replacement differential. Time went by with increasingly less contact until, here we are, 4 MONTHS later at time of review and a car we can't use that we paid $15,500 for. Long story in full: My husband and I bought a used vehicle for CASH from Herlong Ford on August 9th, 2022. We drove up to purchase it as it was the only car of it's type in the southern united states. My husband had been in touch with the salesman, TJ, all week about the car. We had to drive up to my grandmother's funeral in Il and decided on the way home we would go by Herlong and get the car. We arrived late and got ourselves a hotel room for us and our 2 toddlers. Next morning my husband went over to test drive the car. He decides he likes it, we hand them the cash, and start to drive the 250 miles home. We made it 20 miles and the car died while idling at a gas station. They came and picked it up and took it back. We wound up having to get a hotel room for a second night while they "fixed" the problem. I should say now, my husband was a mechanic at a dealership 10ish years ago and has worked on his cars all his life. He knows cars. When they returned the car to us they said it was a loose shifter cable and sent us on our way. My husband had noted a noise that sounded like it was coming from the front differential and asked them to check all fluids as we had a long drive ahead of us, they assured us all had been topped off and checked. The car shut off at a gas station 180 miles from our house. We paid $1,100 out of pocket for the tow to get home. Wes, the owner of the dealership, assured us that he would do what it took to make it right. He would reimburse us the amount of the tow after what our insurance covered (which turned out to be $100 and he was sent the paperwork from our insurance less than 2 weeks later). When we were finally home my husband discovered the issue with the car shutting off (the fuse housing was bad) and we replaced it at our own cost of $230. THEN my husband discovered the blown front differential. He xxxx near sheared the bolt off the differential housing to check the fluid, which we realized had never been checked as the bolt was rusted on, and he discovered a bone dry reservoir filled with metal shavings. Clearly they had not checked the fluids as we'd beed assured they had when we bought it. We called Wes and TJ, again. Wes told my husband to find a replacement and get him the quote so he could order it. Over the next 2-3 weeks my husband worked tirelessly to call every manufacturer and any junk lots he can find looking for a differential. My husband did find a rebuilt one for $1200 + $400 core + shipping. When he finally locates it and sent the info we began the 2 month long game of "Will he answer this week?". My husband would call the dealership, Wes directly, and TJ directly every day only to get voicemails or ignored. We would get a call back about once every 2 weeks. And each of those times Wes would claim he didn't have enough info or the quote to order. We haven't been responded to in 3 weeks now. We have a car we cannot drive that we paid $15,500 in CASH for that we now have to invest another $3000 into to make it road worthy. This has been our experience with Herlong Ford. They are cheats and utterly dishonorable. STAY AWAY! More

I purchased a 2010 Silverado from them Nothing but trouble since I had it. Lignts went out first week..warranty fixed it twice!!!!!! Now the gear shift cable is broken and they want to charge me $400! trouble since I had it. Lignts went out first week..warranty fixed it twice!!!!!! Now the gear shift cable is broken and they want to charge me $400! The warranty doesn't cover it! When they sold me the truck it turns outs the truck was never checked over when they sold it. The sales person TJ said he didn't know the truck wasn't for sale at that time. When I took the truck back for the lights, the service manager informed me that they had been looking for the truck and didn't know it was sold. So that tell me they never fully checked the truck over before they sold it! Now I have a piece of crap for a truck! Stay Away!!!!° More

We had a great experience working with Jackie on the lease of our new explorer, thanks jackie! lease of our new explorer, thanks jackie! More

We always receive excellent customer service! The service department staff is friendly and knows our names when we call them! They are great! The service department staff is friendly and knows our names when we call them! They are great! More

Was very helpful and the staff was very nice, will definitely be back in the future definitely be back in the future More

I came in to get an estimate on my car and Alyssa was the best!She had an answer for every question I threw at her and she was very helpful. I’m still deciding on wether I want to keep my car or not but if I best!She had an answer for every question I threw at her and she was very helpful. I’m still deciding on wether I want to keep my car or not but if I don’t, I will definitely be swinging back by to see her again!!! More

Alyssa and Gabe worked out a purchase for my 2021 Mercedes SUV. I had gotten quotes from Carmax and from Carvana and Herlong gave me about $8,000 more than both. Easy transaction and I didn’t have to Mercedes SUV. I had gotten quotes from Carmax and from Carvana and Herlong gave me about $8,000 more than both. Easy transaction and I didn’t have to buy a car there for them to buy mine. More

Another horrible experience with the service department at Herlong. I brought my car in to fix an AC issue that they had already attempted to fix previously (it stopped working before i even got home). Th at Herlong. I brought my car in to fix an AC issue that they had already attempted to fix previously (it stopped working before i even got home). This visit was just as horrible as the last one. My car was dropped off for my appointment on 8/19/2022 and was there for over a month. I waited patiently for them to get the necessary parts in and one of them was on backorder. Just like last time, i was promised several callbacks that i never received so i had to keep calling to get updates. Even after getting the part on Thursday 9/15/2022, they didn't start working on my car and told me that following Monday that i would have to wait until the end of the week for them to get to it. I had to speak to a manager (Alan) to get them to go ahead and fix my car the following day. Two days later i got a call saying this part i was waiting over a month for was not the problem so they had to get warranty approval again and then order the other part. They refused to order the part before warranty approved it because they didn't want to get stuck with the part which apparently would be an inconvenience for them (noone obviously cared about the inconvenience waiting even longer would cause me). Alan agreed to give me a loaner while i wait. So i drove the 40 minutes to get there to pick up the loaner which was a horrible vehicle. The smell of cigarettes was so bad, it triggered my asthma. Not to mention, i smelled like cigarettes when i got out. Two of the three seatbelts in the backseat didn't work and i needed them for my kids. I was stuck with this loaner because the service department was already closed when i picked it up and it wad too far to have to go back so i left it parked at my house until my car was ready. So i go to pick up my car today 9/26/2022. I pay my $100 deductible again and attempt to leave. When I'm backing out, my back up camera isn't working and there's an error to see a Ford technician. So i go back inside where they tell me the technician says he may have forgotten to reconnect the back up camera when he took my dash apart to fix the AC. So i wait for over 2 hours and they tell me there's something wrong with the camera and it must be replaced. My camera was working when i dropped it off so i know they broke it trying to fix my air. They tell me they have to order the part so i will have to bring it back again. Another 40 minute trip which is not only time consuming but costing me alot in gas. I ask for a loaner so i can just leave it there to save a trip there but they refused. They (including the manager Alan) told me they only give loaners when they have the part there. This was absolutely insane to me especially since my warranty covers loaners. You would think they would have offered me the best loaner they have just to make up for the horrible experience but no, i was offered nothing. I would never recommend anyone to deal with Herlong. These two visits for an AC issue have been the worst customer service i have ever received from any company. Not only do they take forever to complete the repair, they don't really fix it and they break other parts. Not to mention, most of the staff in service was so rude, never call back as promised and just didn't care at all. More

Their main goal is to satisfy the customer. I bought my car on August 8,2022. TJ and the others stayed past buisiness hours to get me the vehicle I wanted. AWESOME CREW I bought my car on August 8,2022. TJ and the others stayed past buisiness hours to get me the vehicle I wanted. AWESOME CREW More