I had a horrendous experience with Wiscasset Ford. I
ordered a 2011 Ford Explorer from Wiscasset Ford on January 19. The salesman I dealt with David Bryer. I was absolutely clear with David and the th
ordered a 2011 Ford Explorer from Wiscasset Ford on January 19. The salesman I dealt with David Bryer. I was absolutely clear with David and the three other dealerships I contacted that I wanted a black Explorer XLT, 4WD with the 202A package. I was told it would arrive mid-March.
On March 11, David told me: “Pat...I was hoping it would have already come in. It is in transit as we speak, but there is now real way of tracking where it is. Hopefully it will be here in the next day or 2. Sorry for the delay.” As it turns out, it was not in transit – it never left the factory.
On March 19, after I had a buyer lined up for my car, David wrote me as follows: “I have some bad news. Ford has brought back over 4000 Explorers that were in transit back to the plant to take care of a recall. That means that the estimated time for delivery pushes out to about another 3 three weeks.” Again, as I now understand it, the vehicles were never in transit.
Based on the rep that it would be 3 weeks, and because I didn’t want to lose the sale of my car, I went ahead and sold it. After that, my family struggled to get by without that car. Three weeks later, when I inquired, I was told the vehicle was stuck in rail transit, and that no one knew when it would arrive or whether it was still on its way back to the factory or had left the factory (this was not true). I was told there was no one at Ford I could call, and that “It may be a good idea to consider other options if you are in need of a vehicle in the next week or so. I highly doubt it will be on our lot next week if it's still sitting in transit either going to or from the factory.”
In fact, the Explorer did not arrive until April 20, a full 13 weeks after I ordered it. I was away on vacation and got back on Tuesday April 26. I drove to Wiscasset that afternoon to pick up the vehicle, only to find that David had ordered a silver Explorer, not the black one I requested. Again, I clearly told him I wanted a black Explorer and I never, ever, ever suggested I wanted or could live with silver. Where he came up with this is a complete mystery to me.
When I confronted David about this, he blamed me. Who treats their customers this way?? Not even an apology.
I then contacted the Sales Manager, Scott Lane, who suggested they would change a pending order with Ford to match my specs and get it expetited. It would only take another 4 to six weeks to get the vehicle, six months after I ordered it originally! I had no car and a 30 mile daily commute. Wiscasset refused to make a loaner available to me in the interim.
I felt I had no choice, so I went to another dealership, Rowe Ford. They found the vehicle I wanted within a few days. It had a couple extra options that I didn't need, so I had to pay more than I would otherwise have paid. But they were friendly, responsive, and got me results ASAP.
The contrast in how I was treated by the two dealerships could not have been greater.