Poor Customer Service
If I could give Foothills Ford a zero star review that would be more than they deserve. Let me preface my review with this information: I have contac
If I could give Foothills Ford a zero star review that would be more than they deserve. Let me preface my review with this information: I have contacted the State Attorney General’s Office, the Better Business Bureau, and my local new channels. I have also sought legal counsel regarding this issue.
On August 17th 2019, I went to Foothills Ford to trade my car in. The sales rep was very nice and I was happy with the amount they offered me for my trade (pay off), and I left with a new Ford Escape. On August 26th, I was contacted by the lien holder for my trade because I had missed a payment (due August 23rd). I explained that I had traded in the car, and was informed that they had not received pay off for the car. I immediately contacted Foothills Ford and left messages for Cathy Frost, the sales manager and Cheryl Pjura, the office manager, to see if we could get this resolved. My call was never returned. I proceeded to call every day, multiple times a day, asking to speak to Cathy, Cheryl or the general manager and was always told that they were unavailable, with customers, or out of the office. Again, I left messages, and again my calls were never returned. Meanwhile, my previous lender is still calling me daily regarding the late payment and telling me that they will, unfortunately, have to report this to the credit agencies if payment is not received. To avoid damage to my credit, I made a car payment. During this time, I also received a letter from the NCDMV informing me that my license was going to be suspended because I had dropped the insurance coverage on my trade. I contacted the NCDMV, explained my situation, and was told there was a grace period, but I needed to get this resolved immediately. I then contacted Ford Corporate office to see if they could help me. The representative I spoke with attempted to contact the dealership, but was asked to leave a message as well. I was told by Ford to contact the State Attorney General’s office to file a complaint, which I immediately did. Over the next few days, I continued to call Foothills Ford multiple times a day and eventually spoke to Cheryl who told me that there was a check my file that had not been mailed out for the amount of my trade. Cheryl assured me this would be sent out right away via overnight delivery. I relay that information to my previous lender and was asked to call back the following day to confirm payment. On 9/23/19, I was informed that Foothills Ford did send in a check for my trade in, however, the check had not been signed. I again contacted Foothills Ford multiple times, left several messages, and again my phone calls were not returned. It had now been over 30 days since they had received my car as trade and my second car payment on that car was due. I had also made my first payment on the new Escape and could not afford to make a second car payment on my trade. My brother visited Foothills Ford on my behalf on 9/24/19. He explained to Robert Sutphin, the general manager, the entire situation. Robert wrote a check that day for my trade in, placed it in a FedEx overnight delivery envelope, and gave my brother a tracking number. He gave my brother his business card and wrote down his “personal cell phone number” and promised that he would be available to help with any further concerns or questions. On 9/26/19, my previous lender still had not received pay off for my trade. I called Robert’s personal cell phone, where I was sent to voicemail, and my call was never returned. I spent the next few days calling the dealership and Robert’s personal cell phone number, and my calls were ignored. I was informed by my previous lender on 9/30/19 that they have received payoff for my trade, but in the amount of the current payoff, not the agreed upon amount listed in my contact. I also received a reply from the Attorney General’s office with a copy of the written reply from Cheryl Pjura, which is not an accurate reflection of the events that transpired. I continue to call them nearly every day, but I have not received a return call as of today (10/9/19). To say I am angry is an understatement. I will never purchase another car from this dealership, or any other dealership owned by Kevin Powell as a result of the poor customer service and unethical business Foothills Ford has conducted.