Matthew Lyden

Dear Tom’s Ford Team, I am writing to express my deep disappointment with the recent service experience I had at your dealership. To provide context, I originally purchased a vehicle from Tom’s Ford in disappointment with the recent service experience I had at your dealership. To provide context, I originally purchased a vehicle from Tom’s Ford in October 2024. While my initial experience was far from positive—particularly due to the finance manager’s poor customer service and high-pressure tactics—I appreciated the efforts made by Charlie, Devon, and Matt to rectify the situation. Their follow-up, professionalism, and willingness to help turned things around, and ultimately I left with a Ford Mach-E that I’ve been very happy with. I was grateful for the way they stepped in to correct the situation. However, my most recent service visit regarding a battery issue and the replacement of the off-board charger control module has brought me back to square one in terms of my trust and satisfaction with your dealership. Interactions with Mary and Joe were less than stellar. I fully understand that recalls and technical repairs fall under Ford’s responsibility, not the dealership’s. But what is under your control—and what makes all the difference in customer loyalty—is your communication, customer service, and professionalism. Unfortunately, during this latest visit, I experienced a severe lack of all three. The staff I encountered were disengaged, uncommunicative, and, frankly, disrespectful. There was no effort to explain the repair process clearly, no initiative to keep me updated, and no display of the courtesy or professionalism that customers should expect. It felt as though dealing with customers was a burden to your team, and it showed in both attitude and behavior. If employees are so unhappy in their roles that it impacts their interactions with customers, then perhaps it’s time they re-evaluate their place at the dealership. But as a customer, I will not accept being ignored or disrespected. It’s clear that the dynamic at your dealership has changed, and unfortunately, not for the better. The leadership and standards that were once demonstrated during my earlier issue now seem absent. I hope you take this feedback seriously. Respectful and professional service should be non-negotiable, regardless of the situation. I’m not looking for excuses—only accountability and meaningful change. More

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Received very good service during my visit to purchase a certified car with a trade in certified car with a trade in More

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Incredible place Debbie the absolute best Do not go anywhere else service department couldn't be more helpful expert workmanship anywhere else service department couldn't be more helpful expert workmanship More

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Excellent customer service. Helpful, knowledgeable and patient! Both sales and service teams are always available to help. Helpful, knowledgeable and patient! Both sales and service teams are always available to help. More

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Debbie sold me my GREEN MACHINE, 2024 bronco sport! I love it! Debbie is the best, this is my 3rd transaction and it keeps getting better! I love it! Debbie is the best, this is my 3rd transaction and it keeps getting better! More

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Jazmin and Armaan did a great job helping me trade up my vehicle to a pre owned F-250, they were very friendly and helpful. vehicle to a pre owned F-250, they were very friendly and helpful. More

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Excellent service. We have bought many cars there over the years and it’s always been an easy process! We’ll be back We have bought many cars there over the years and it’s always been an easy process! We’ll be back More

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The staff was extremely helpful and knowledgeable. Made my car buying experience easy and worry free Made my car buying experience easy and worry free More

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Know how -respect And professionalism -they have it all- Would recommend to all-please try them all- Would recommend to all-please try them More

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Rod and Armaan are a pleasure to work with! Friendly, knowledgable, professional and always making sure my family or I have the best sales experience. Friendly, knowledgable, professional and always making sure my family or I have the best sales experience. More

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