The Ford Store Morgan Hill

Reviews 3

TY

Tyler J

I have no idea how this is a successful dealership. Ill just paste a letter I wrote to the President, Tim Paulus, who apparently didnt feel was important enough to respond to, which just proves my point further. "Dear Tim, Unfortunately I am contacting you to inform you of an unpleasant experience I had dealing with the General Sales Manager, Graham Gillis. I contacted Graham initially to ask questions about the pricing policy at your dealership. I explained to him that I am an out of state buyer who was interested in a used vehicle at your dealership, and I had been attempting to work with the sales department to see if we could come to a pricing agreement. I began to explain the costs involved with being an out of state buyer such as higher tax rates in California, the cost of flying and getting a taxi to the dealership, fuel for transporting the vehicle home, etc. for a car that I am taking on faith as in the condition that your sales department says it is in, hoping that we could come to a price that would be attractive enough for me to take on those expenses due to the fact that I do not require financing and would be essentially paying cash. Comments from Graham in response to this were "the price is the price no matter where you live" and "good thing you didnt live in China or else wed have to give you the car for free," implying that I felt as though I was entitled to a discount because I wasnt a local resident. This was very insulting to me and unprofessional, and Grahams overall condescending attitude showed me that he really didnt care about my business one way or the other. Earlier in the day I spoke with Marketing Manager Ashley Paulus about your policy on holding vehicles. Ashley told me that vehicles could be held with a deposit to allow the buyer time to travel to the dealership to complete a purchase. In fact, I found a comment from Ashley on Googles reviews for your website here where she apologizes to a customer who lost out on a vehicle because it was sold while they were traveling to the dealership. Her comment "Our team truly appreciates your dedication to driving out to our dealership and regret that we were not able to hold the vehicle without a downpayment," confirms what Ashley told me over the phone, that a down payment deposit could allow a vehicle to be held while the buyer travels to the dealership. However, when I asked Graham Gillis about how holding vehicles work, he told me that there was no way a vehicle could be held unless it was bought and paid for, regardless of whether the buyer has seen the vehicle in person or not. When I explained to Graham that Ashley told me something completely different, his response was "thats why she works in the Marketing department," which was entirely unnecessary and unprofessional. What exactly is your policy on holding vehicles? I still do not know. Graham also told me that vehicles couldnt be held because it would create a case for false advertising, although your ads clearly state that a vehicle may or not be available and a buyer should call to check availability. Overall it seemed as though Graham was telling me whatever would get me off of the phone the quickest whether it true or false, and I am shocked at the disrespectful way I was treated as a customer. I certainly did not feel like a customer, and I certainly did not feel as though your dealership was in business to sell cars."

CA

Casey Gordon

Whereever I go, I always go to Ford.... their service people are usually nice and reliable. But I have got to say that after doing business with The Ford Store in Morgan Hill, i am contemplating going to the BBB. I went there needing a battery. I thought since I was there, I should get a noise checked out that I had been hearing for a while. We went on a test drive and evoked the noise. It was the muffler. They hooked the car up for diagnostics after putting in a new battery and discovered that the check engine light was for a recalled part. No charge. Ok. They gave me an estimate for the battery and muffler. $169 for the battery and $1200 for the muffler. Theyll needed to have the muffler shipped. I needed to coordinate a time with my schedule. We decided on the next week. I went home and called around different dealerships and aftermarket places to find a price better than $1200 for a muffler. I did, and texted my service guy to see if he could match the price. I texted him 4 times over 3 days. Didnt hear back.i went the following Tuesday at the scheduled time and paid for the battery. I again asked if they would match another dealership price for the muffler. They would not. I offered to pay for the sbipping price.of the muffler, they said it was not necessary. I asked for the electronic door opening code for my car.. they obliged. I left thinking that they were decent , but that no way was I going to pay $1200 for a muffler. I got a phone call a month later from Glennis, in the parts department, telling that they had had the part (the muffler) there for a while and it was getting time to send it back. I told her my dilemma, and she immediately slashed the price to $800.and change. I thought that was odd...a price for a muffler is the price for a muffler. Within another minute the price was slashed to $563. I thought that was interesting... i asked to speak with her manager to see what was going on. Her manager was worthless. I asked to speak to the store manager. He" was busy and would call me back". Kenny called me bacl within a 1/2 hour and I asked him waht was going on at his store?. I told him that he should be embarrassed that his employees tried to charge a single female $1200 for a muffler. All said and done, he left the price at $563 and said he would research the issue and get back to me the next day. I still hadnt heard from him 5 days later, so I called him and asked what his research had shown. He said that the new price was to be over $800 to include a price for the diagnosis of the muffler. No customer loyalty incentive, no apology for trying to proce gauge. I said thank you, but no. It is now.a.week later, and I now have a voicemail on my phone requesting payment for the "diag". I am supposing this "diag" is for the diagnosis of the muffler problem a.month ago. Sorry guys. The next call I make is to the BBB. The next time they try to get a customer to pay $1200 for a muffler, get the diagnosis fee up front!!! Bad rating for the Ford dealership with the least integrity I have ever been to. #worst dealership ever !!!

MA

Marguerite Tate

DO NOT SHOP AT THIS DEALERSHIP! Would give negative stars if I could. The WORST experience ever. Everyone from managers, sales and service failed to do their jobs correctly. We were interested in a used car they had for sale, took it to our mechanic who showed us that the bumper was falling off and had been jimmied back on with a plastic tie. When I showed the sales and service people at the Ford store they agreed to fix it, the service manager said "even if she doesnt buy this car it needs to be fixed". Came back with my husband a few hours later and the car was back on the lot, looked like they thought I left so they werent going to fix it and hope that the next sucker didnt notice. We bought the car on a Tuesday with the understanding that the bumper would be fixed, we were told it would be ready Friday or Saturday. After days of not hearing from anyone we called and were told that the car would be ready Monday morning. Called on Sunday and were told that it was at a different shop and wouldnt be ready until Tuesday or Wednesday. Never got any calls back, we had to keep calling each day only to be told each day that it was not ready. They had cashed our check and at this point we had no power in the situation. They offered us nothing, no rental car, no compensation, no apology. I am 9 months pregnant and needed to make various arrangements to get rides to doctor appointments each day that they continued to have the car. Finally on Wednesday they called to say the car was ready to pick up, this is after they had agreed to have the car delivered. After many more phone calls the car was delivered an hour and a half late (yet another doctor appointment that was messed up because of the Ford Store and their HORRIBLE customer service). HOWEVER the car arrived with NO REGISTRATION or legal paperwork!!! So now it is parked in our driveway. I had to call numerous people, only to be told that no one was working who could help me, that they couldnt send someone back with the paperwork and never received a call back from the numerous messages I left. I have to go to the hospital TOMORROW to deliver twins and the car that the car seats are meant to go in is still not driveable. The level of failure from this dealership is unbelievable. Stephen the sales manager is who we dealt with and he basically told us that he was too busy to deal with this and blamed it on other people. The service person Dolly blamed Stephen. No one took responsibility. DO NOT SHOP AT THIS DEALERSHIP!