Matthew Long

Fantastic Experience at Latham Ford - More Than Just a Car Purchase I recently purchased a Ford Escape from Latham Ford, and I can't express enough how satisfied I am with the entire experience. As a m Car Purchase I recently purchased a Ford Escape from Latham Ford, and I can't express enough how satisfied I am with the entire experience. As a member of a middle-class family, I had specific criteria in mind for my car purchase – I wanted the best value for my dollar, a reliable brand with a long lifespan, and a warranty to provide peace of mind. Latham Ford not only met these expectations but went above and beyond to make my car-buying journey truly exceptional. The first thing that caught my attention was the fantastic deal I secured on my Ford Escape. Latham Ford understood my budget constraints and managed to sprinkle my new vehicle with all the extra bells and whistles without breaking the bank. From heated seats to an auto car starter, a 360-degree camera, and even technology features like Parking Assist, I felt like I was driving away with a car that exceeded my expectations. What truly sets Latham Ford apart is their commitment to customer satisfaction. The staff, including my finance guru Trevor S, sales representative Zach W, and the man himself, Nicholas D, demonstrated unparalleled dedication. They were knowledgeable, stood by their word, and went the extra mile to ensure I was comfortable with every aspect of my purchase. The fact that they took my calls at 10:00 at night and responded to my texts at 6 am in the morning speaks volumes about their dedication. The extras didn't end with the purchase. Latham Ford sweetened the deal by offering free oil changes for life and inspections, providing ongoing value for my investment. I never pay for extras but with the savings I could afford the deal to add Rust Proof Coating on the under carriage of my vehicle. If you know you, you know - the east coast winters are no joke with the salt. And the anticipation of servicing my car at their new state-of-the-art facility adds an extra layer of excitement. While the exterior of the Ford Escape is impressive, what truly blew me away was everything on the inside – not just the features of the car but the dedication and professionalism of the Latham Ford team. I highly recommend Latham Ford to anyone looking for not just a car but an exceptional buying experience. Kudos to the entire team for making magical things come to life! More

Helpful 4

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Staff service manager and contacts were all great. Helpful through the whole thing more than helpful through the whole thing. Helpful through the whole thing more than helpful through the whole thing. More

Helpful 4

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Update 3/9/2023 I am adjusting this Review as an update for services performed after some things fell through the cracks during the sales. A few weeks ago The General Service manager reached out to me vi for services performed after some things fell through the cracks during the sales. A few weeks ago The General Service manager reached out to me via phone to discuss the problems I had during my initial sales and follow up. Thomas was a truly awesome manager and customer service oriented person. He understood my concerns and how I felt and promised to resolve the issue within an agreed upon time. he set up the appointment made sure everyone on the team was aware of the work that was going to be done and even provided me with a loaner car for the day. When I reached the service center the staff was extremely nice, friendly , customer driven to assist and take care of you. I left the car and headed home. Several hours later i recieved a call that my car was finished and I could come pick it up. When I arrived the car was clean shiney and smelled incredible from the permaplate. The service department is outstanding in their handling of customers, their knowledge and friendliness certainly will instill the kind of trust and loyalty that so often goes unmentioned or corrected after an issue. I want to thank Thomas and the staff at the Service Department for taking the time to put my mind at ease and resolving this issue. You've earned my trust as well as my appreciation and loyalty. Thank you Michael. More

Helpful 2

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We brought a suv from them , 30 days later brakes went and shock went,service sucks. and shock went,service sucks. More

Helpful 0

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I do not recommend this dealer at all; ZERO customer service and competence and service manager ignores your calls and voicemails. I had initially taken my vehicle in for an oil change. That was no service and competence and service manager ignores your calls and voicemails. I had initially taken my vehicle in for an oil change. That was no issue, even though it took THREE hours to perform this service, when I had a scheduled appointment. The service advisor gave a whole slew of items that needed to be addressed. I had scheduled to have one item fixed, my heat shield, WEEKS in advance. First, Latham took it upon themselves to cancel my appt last minute because they said the time I had booked (weeks prior) was too late to do the work (they cancelled For afternoon for a Mon appt, and again, it was booked for WEEKS). When I called to inquire why my appt was cancelled, I had to explain what I wanted done. I was then told that it would be no issue with my time, and my original appt would be kept, in fact, I was told "we'll see you Monday".....this was a Friday. I then had my wife call the following day, Saturday, to VERIFY the work to be done and how Latham would repair it, ensuring no damage to my vehicle. A second service advisor explained the work and said it would be no problem, and also said: "we'll see you Monday". They knew what needed to be done with my car weeks prior and this was confirmed by TWO, that's TWO, separate service advisors. So Monday comes along, I had to rush after work Mon to make my appt. When I get there, 2 service advisors are standing there xx-ing with each other for a few minutes, without even acknowledging me waiting, and no one else was there. That really aggravated me. Then worse, when I went up an gave my appt time and name, the service advisor looks up in the system and goes, "you're having a heat shield fixed?" seemingly in total shock and stupidity. I responded, "yes". He asked, "well, which one is it?" I look at him and said, "whatever one the last service advisor said needed to be fixed" (keep in mind, the work performed/needed to be performed is in their system), and I added, "Im not a mechanic". He still didn't know what the xxxx was going on, and had to make some calls with me standing there. Then, to finally top it off, I find out they can't help me because the "part was never pre ordered". Are you f*%$ing kidding me?!?! This was scheduled WEEKS prior, and confirmed by TWO service advisors. It should've been known what I was having done! So I wasted gas, time and mileage going there for NOTHING. No customer service or competence whatsoever. Neither service advisor (3 of them), told me or my wife, we needed to pre order a part, or we would have. And lastly, the frosting on the cake of why I will NEVER go back to Latham Ford is with management......I had called TWICE, and left TWO voicemails to the service manager to make a complaint....he never had the decency to call me back. I have family in the business and they said that this is all unacceptable. They do no have any customer service or competence, and for the service manager to ignore me pushed me over edge with Latham. I will NEVER use them again. Please take my advice and go elsewhere!!! More

Helpful 1

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