Imperial Ford

I am writing this review because I am genuinely disgusted with the terrible customer service and complete lack of professionalism I experienced at this dealership. I was seriously interested in purchasing a with the terrible customer service and complete lack of professionalism I experienced at this dealership. I was seriously interested in purchasing a vehicle, but getting straightforward answers or even basic information was an absolute nightmare. Throughout the process, I was repeatedly given incorrect and conflicting information about the vehicle and previous conversations. When I asked for clarification, I received vague responses, excuses, and little to no follow-up. I constantly had to reach out just to get answers to simple questions. What frustrated me most was their excuse that they deal with so many customers and vehicles that it's difficult to keep track of everything. I'm sorry, but that's completely unacceptable. Being busy is not an excuse for providing incorrect information, failing to communicate, or neglecting potential customers. If you can't handle your workload, that's your problem, not the customer's. I wasn't asking for anything unreasonable. I simply wanted accurate information, honest answers, and clear explanations before spending thousands of dollars on a vehicle. Instead, I was met with nothing but excuses and a complete lack of effort. I've dealt with multiple dealerships throughout my vehicle search, and this was easily one of the most frustrating experiences. If this is how they treat someone who is genuinely interested in purchasing a vehicle, I can only imagine how they treat customers after making a sale. Absolutely embarrassing customer service. I would strongly recommend looking elsewhere for a dealership that actually values its customers, respects their time, and makes an effort to earn their business. More

Horrible experience with what should have been a simple recall repair on my Ford Escape. Called and scheduled the appointment many weeks in advance and was told it was a one day repair and could be picked recall repair on my Ford Escape. Called and scheduled the appointment many weeks in advance and was told it was a one day repair and could be picked up at the end of the day it was dropped off on. I drop off the car for the repair on the scheduled day and get a call at the end of the day that the car would not be ready because they had to order the part. WHY would you not order the part in advance when you know exactly what the repair is (it is a recall, so a known issue and repair) and you knew this when you scheduled with me many weeks prior?? Well - because “if I no-showed to the appointment, then they would be out the 1000$ that is cost to order the part, so they couldn’t order it til I came in anyway.” So I was directly lied to about the repair taking only one day, as this was always their plan! I am then told it will take another 3-5 days for the needed part to deliver. I opted to leave the car there rather than make the 40 minute drive there and back once again the following week. I call again about a week later to see what was going on because no one had contacted me with an update, and am told it will be done by the end of the day tomorrow. Great. I call the next day - no, it will not be done, as they need to order an ADDITIONAL PART for it that won’t be in for another two weeks at the earliest. Are you JOKING? At this point I demanded my car be returned to me. Now here we are, another week and a half later, and the dealership has yet to contact me about the part, finishing the repair, or any sort of estimated date for the service. I will not be going here again after having wasted essentially a month of my time on this. If you value your time and want a dealership that actually does what they are supposed to and can communicate with you - go somewhere else. More

Donny in the service department is always a pleasure to work with! He’s friendly, professional, and always makes sure my car gets in when I need it. The valet service is also fantastic-so convenient , and work with! He’s friendly, professional, and always makes sure my car gets in when I need it. The valet service is also fantastic-so convenient , and the gentleman who picks up and returns my car is always courteous and kind. Great customer service all around. Thank you, Donny and the Imperial Ford teamm! More

Had a great experience with Ali Kehail I bought 3 cars from him Ali has been wonderful with helping me and teaching us how to navigate our new vehicles from him Ali has been wonderful with helping me and teaching us how to navigate our new vehicles More

call dealership in Menden Massachusetts! Devon was very friendly and easy to talk to. He knew a lot about the car that I was purchasing. Professional and courteous! Devon was very friendly and easy to talk to. He knew a lot about the car that I was purchasing. Professional and courteous! More

Lowest moral standards I've ever witnessed, and unfortunately that truly sums it up. So... brand new car. Within a couple weeks the interior cloth started popping up along rear window, and their re unfortunately that truly sums it up. So... brand new car. Within a couple weeks the interior cloth started popping up along rear window, and their response was simply ... "Oh, we don't fix that". Next..The manual transmission, shifter would pop out of reverse quite often, they said it was the way I was handling it... that's all the attention they chose to give to that problem.. please note, I've been driving a stick for 30 years prior at that time. Next, The touch screen stop functioning within the first year, and there even was a recall on the electronic asst to replace the PCB etc, but once again blown off by Service with a reply of, "Oh . that's not how we understand that recall". I couldn't find another dealership's service dept that would service my car, because of where I bought it. Not because I didn't by from their dealership mind you, only because of the one in particular I did purchase from, specifically Imperial in Mendon, MA First review I've ever written right here. Folks should know how this played out. I'm hard pressed to believe my interactions were unique, the mere ease of how the pushback to my inquiries immediately flowed off their tongue as a natural response was impressive. I simply walked out all three times, didn't argue etc. but... Only because it was so obvious that was just the way they did business. I will never understand how anyone can feel good about work everyday single day and just not care to that level. I hope this was found useful, I do not enjoy speaking poorly of anyone, but bad behavior to this level, take it for it's worth I suppose. More

From the moment I walked onto the lot, Dean Childs was professional, knowledgeable, and—most importantly—completely low-pressure. He took the time to understand exactly what I was looking for and found th professional, knowledgeable, and—most importantly—completely low-pressure. He took the time to understand exactly what I was looking for and found the perfect truck that fit my budget. The entire process was seamless and transparent. Dean went above and beyond to ensure the vehicle was in pristine condition and even took the time to walk me through every feature before I drove off. If you’re looking for a stress-free car-buying experience with someone who truly cares about their customers, go see Dean Childs. Five stars all the way!" More

Dean was fantastic to work with from start to finish. He was honest, professional, and genuinely focused on helping me find the right vehicle—not just making a sale. He explained everything clearly, kept He was honest, professional, and genuinely focused on helping me find the right vehicle—not just making a sale. He explained everything clearly, kept me informed throughout the process, and made sure I was comfortable every step of the way. This was one of the best dealership experiences I’ve had, and it was thanks to Dean. More

Dean Childs was very knowledgeable about the trucks we were looking at- He was very honest, which in the car business is rare, definitely helped us make the right decision. were looking at- He was very honest, which in the car business is rare, definitely helped us make the right decision. More