Malloy Ford of Winchester

This review is based on an administrative, accounting, and management issue, not sales. So for the last three days, my calls have been transferred to a number for the Malloy Ford Winchester, Business Dir and management issue, not sales. So for the last three days, my calls have been transferred to a number for the Malloy Ford Winchester, Business Director Justin Davenport who I now know no longer works for the organization.  How can the admin team not know that is the case before transferring my calls?.  Anyway, no harm, no foul.   So this evening I tried again and was finally transferred to someone that answered the phone she later gave me her named as (Krista Pellot) and it was all downhill from there.  So I attempted to explain I had spoken with Ford Protect this morning and submitted a request to cancel my service and maintenance plans because I sold the vehicle to Carvana and wanted to make sure there was nothing I needed to do with the dealership to make sure that any prorated funds were properly refunded back to me or the lien holder.   Krista suggested that I would need to come into the dealership and sign a form to cancel each plan, show proof of the odometer the loan is paid off.   So of course, I asked if there was some other way for the dealership to get my signature other than me driving 70 miles to sign a form.  She could not answer that question because it is based on an accounting policy, there was nothing that could be answered today and I would need to speak with Mary Burroughs tomorrow.  Amazingly, we can sell a car and sign documents from almost any were in the country without being present at the dealership but to cancel a service plan requires face-to-face interaction. REALLY!!!!  Krista's comments begged the question if Ford Protect can cancel the plan based on my conversation and email with them and according to Ford Protect, they will send a prorated check to the dealership then what is the point of the dealership and me driving 70 miles to sign a document that in essence does the same thing. why would the dealership burden the customer with taking such an action giving the technology available today to Esign or mail the form have me sign it and send it back?  When I asked why are there two different processes to cancel this plan.  Her answer is that is just the way it is and as I pressed her to get answers she no longer wanted to answer my questions regarding the best and most efficient way to resolve the issue and threaten to hang up the phone.  I told her that if this is how she deals with customers she is in the wrong line of work and she is in my opinion.  I asked to speak with her supervisor and she initially refused and said there are no supervisors at the dealership at 5:30 pm...REALLY!!!  When I asked for her last name, she initially refused, when I pressed the issue she finally gave me the last name.  I then asked to speak with anyone at the dealership with the authority to answer my questions and knowledge of this process.  So she got Robert.  I'm sure after being briefed by Krista, Robert Meyercord didn't get on the phone with the best of intentions as I had to battle to get his name also.  For those serving in jobs that require customer service, sales, and support. One of the best ways to give your customers a great experience when interacting with you and your organization is to have answers or connect them with someone who has the answers and it's always better now rather than later.  The dealership's efforts toward continuous process improvement can't be limited to the sale and service of a vehicle but also in administration, finance and accounting.  In my opinion, Krista failed Malloy Ford of Winchester, and while by the end of the call Robert and I had come to an understanding enough to end the call, he was dismissive and put everything on accounting procedures and policies that customers are not familiar with and no one on the Malloy team at the time seems to be able to access or communicate effectively.  So now I have to call back on another day making this a (4) day event for me yet Malloy Ford was able to sell me a car and just under two hours last August.  I replace at least two of my fours cars at least every two years and I expect the same level of customer service before, during, and after I purchase every interaction with the dealership team.   In my opinion, Malloy Ford Winchester needs some serious improvements and a change to their business processes to be prepared for the culture shift that is happening with customers since the COVID19 pandemic.  Malloy should review their policies annually, make updates that are customer-friendly, seek continuous process improvement and make sure those answering calls are knowledgeable and empowered to adequately assist the customer vice putting it off until tomorrow.  Put employees like Krista in a better position to have successful interactions with customers and represent the organization when leaders are not available   I left the call this evening unsatisfied with the responses I got from Krista and Robert, so I will try again tomorrow with Mary or the GM Lisa Walker and see how that goes my expectations are very low.  However, I hope I will have a better experience with them or at least leave the call with more satisfying answers.   More

We had such a smooth and enjoyable experience. Brandon went above and beyond for us. Answered every question and made the whole process easy. He will always have our business. Thank you !! went above and beyond for us. Answered every question and made the whole process easy. He will always have our business. Thank you !! More

Love the place Grant was very helpful I was really happy to be in the car the whole experience was just amazing couldn’t ask for more to be in the car the whole experience was just amazing couldn’t ask for more More

Grant Williston was a pleasure to work with. They had to find the car we wanted and did so and had it ready the next day. find the car we wanted and did so and had it ready the next day. More

I really love my new car. Summer was great with the whole process. Fast friendly service. I would recommend Malloy Ford to anyone.. Thank you guys so much! whole process. Fast friendly service. I would recommend Malloy Ford to anyone.. Thank you guys so much! More

Over all great. Got our questions answered quickly. They found us the Explorer we wanted, got it here in 24 hours. Have had great follow up so far. found us the Explorer we wanted, got it here in 24 hours. Have had great follow up so far. More

Started out as good experience, ended average. Placed Started out as good experience, ended average. Placed license plate on dash of car for me to install. Sales person did not want to buy 2 bolts at Started out as good experience, ended average. Placed license plate on dash of car for me to install. Sales person did not want to buy 2 bolts at his cost to install, Also, just enough fuel to get home More

Usually this dealership is very good at service and they were good this time. But the bill was high. I complained I did not expect it to be that high and they should have told me first. They made it righ were good this time. But the bill was high. I complained I did not expect it to be that high and they should have told me first. They made it right and gave a decent discount. Next time for servicing, if it is going to be more than a standard oil change you need to inform the customer before you start work, give an accurate estimate and get permission to go forward. More

At age 16 my first Ford was purchased for me, Yes, only Fords all my life. There is nothing better. Malloy is the best ever. Fords all my life. There is nothing better. Malloy is the best ever. More

Quick, easy, no pressure sale. They had a car in stock that I had been looking for for quite some time, right down to the specific trim level and options. Price was perfect, transaction was quick and easy that I had been looking for for quite some time, right down to the specific trim level and options. Price was perfect, transaction was quick and easy. I cannot emphasize how painless the entire process was. Any question I had regarding the process was answered in detail. Couldn't have asked for a easier process to purchase the vehicle I have been looking for. Thanks again! More