Marco DeTomas | Page 2

At Bob Tomes Ford you are a transaction, not a customer. That distinction becomes very clear the moment something goes wrong and you watch every manager and leader find a reason it is not their problem to o That distinction becomes very clear the moment something goes wrong and you watch every manager and leader find a reason it is not their problem to own. I was a lease customer looking to do a straightforward buyout with outside financing. What followed was four weeks of me initiating every single contact, every phone call, every text, every email. Not once did a manager or leader reach out to me unprompted. The go-between process is alive and well here. On my first visit a finance manager walked past me, chatting with a colleague, and never acknowledged I was there after several back-and-forths with a staff member. Mind you, I had a supposed appointment. I eventually called Ford Credit myself from the waiting room because your staff could not get me basic lease buyout information. I told the service rep on my way out how frustrated I was. No one followed up. On my second visit I finally got the finance manager to come out after requesting it through several back-and-forths. He gave me written instructions on where to mail my buyout check. Those instructions were wrong. Ford Credit sent the check back. Every Ford dealer apparently knows that buyouts must go through the dealership even with outside financing. It was printed on a sheet and handed to me. Getting resolution required me to contact Ford Credit directly. After two or three calls on their end someone at the dealership finally responded, but rather than that manager calling me, Ford Credit had to relay who I could contact. A customer problem got just enough attention to check a box, but no one ever took ownership. I left a Google review during this process. The response directed me to call another number. I left a message. I've emailed the president of the dealer group. No one called back. No response. Four weeks. Every meaningful step initiated by me. Finally completed. One exception worth naming: Jamael, my salesperson, literally turned his car around on his lunch break to go back in and get a manager to call me back 3 days after first being informed by Jamael. He is the only person in this entire experience who acted like I was a customer rather than a someone who wasn't buying a new car. The dealership will tell you they do hundreds of transactions. That is true. You will be one of them. More

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Landon was really good at explaining what the truck had and helped us a lot when we was filling out the paperwork and made us feel like family. and helped us a lot when we was filling out the paperwork and made us feel like family. More

by nathan.mata067 Verified Customer Verified Customer

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Andre was friendly, courteous, and listened well to my concerns and issues. He worked with the finance department to get the payment where I needed it which resulted in the sale. concerns and issues. He worked with the finance department to get the payment where I needed it which resulted in the sale. More

by alan53 Verified Customer Verified Customer

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I had a great experience working with Mo and Marco on the purchase of a CPO Ford Expedition. purchase of a CPO Ford Expedition. More

by jwwats87 Verified Customer Verified Customer

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I’ve bought a few cars over the years, but this was by far the most pleasant car buying experience I’ve ever had. Information, patience and zero pressure. far the most pleasant car buying experience I’ve ever had. Information, patience and zero pressure. More

by ADBUSH27 Verified Customer Verified Customer

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Dealership always works with me to find a deal, and takes cares of us long after we leave the showroom! 4th vehicle and counting. cares of us long after we leave the showroom! 4th vehicle and counting. More

by stacymiller827 Verified Customer Verified Customer

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Both Jason and Coleman were great and helped out in every way they could! I would definitely recommended both those guys to my friends and family! way they could! I would definitely recommended both those guys to my friends and family! More

by BRADCATES Verified Customer Verified Customer

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This was an excellent experience in car buying. Everyone did a great job with communication. They all made the process easy and, for the first time in years, fun to buy a car. Everyone did a great job with communication. They all made the process easy and, for the first time in years, fun to buy a car. More

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Thanks for all the expert help. Your guys made my day. Love my new Explorer 💕 Your guys made my day. Love my new Explorer 💕 More

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Great service and friendly staff. They treat you like you are part of their family. They treat you like you are part of their family. More

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