All American Ford Paramus

Reviews 3

AN

Anthony Perna

I am not one to write review but the way I was treated today at the service department was totally unacceptable. Earlier this week I called All Americans service department to set an appointment to drop my car off for a few known engine and sunroof issues before my warranty expires (in about 800 miles, so soon). I explained the detailed of what I was experiencing with the vehicle and the person on the other line was kind enough to take the vehicle on short notice because of my soon expiring warranty. She also asked if I needed any other items completed for the car while it was in the shop so I opted for an oil change and tire rotation. She also asked if the car had ever been there for service before or if I had purchased the car there to both a replied "no". She mentioned at the end of the call that it likely would need to remain over the weekend which I was fine with. I then had a few days to set up a rental vehicle and make arrangements to get to and from the dealership. When I went to drop the vehicle off today the service rep asked me the same questions. When he got to the question of "did you purchase the car here" I replied no and he immediately told me they could not take the car as they were only taking car purchased at their dealership. I explained that there must be some sort of confusion because I called and reviewed this with the person over the phone earlier in the week and she did not mention a thing and actually made me an earlier appointment to accommodate. He then went to go check with the manager. He came back with the same answer, “we will not take the car as it was not purchased here” Obviously annoyed as I had already rented a car, paid for it and taken time off work to drop it off, I asked to speak with the manager. He brought the manager in and the manager said to me “we don’t have time to take your car, we have to take care of our own customers who purchase their vehicles here”. While I don’t agree with that concept, as all ford dealerships are supposed to take your cars no matter where you purchase them, I understood that they were busy but reiterated that I had made an appointment, made accommodations that could not be exchanged. He just looked at me and rudely told me there was nothing he could do unless I wanted to wait 1-2 MONTHS!! When I called Ford headquarters to complain the lady I was speaking with reached out to All American and spoke with the same service manager I met with no more than 30 minutes earlier. When she came back from being on hold she actually said to me “wow! I had to hang up on the manager because he was such a JERK!” That should be a strong indication of how they treat their customers if they treated a Ford rep as such. She also mentioned that the manager said that I only scheduled “the works” for today and never mentioned any engine problems in my initial phone call which is completely false. Ford headquarters was nice enough to call around and get me an appointment for the following week in Mahwah where they actual service manager was kind enough to get on the phone with me and review all problems and confirm the appointment. All I can say is I would never step foot in this business ever again. Go buy and purchase your Fords in Mahwah or Mahopac, NY.

JI

Jill Egbert

Weve been using the service department here for a couple of years for regular maintenance on our 2008 Expedition. In general, our experience over the years has been OK. Expensive, but thats the premium you pay for a dealer vs. a local mechanic. You expect to get your car fixed the first time, and for the repair to be done in a timely fashion. This expectation was not met at All American Ford. They replaced a "broken sensor" to the tune of $900 in January. We called a few months later when the dash computer message was coming on, same as before the repair. Rob in service said hed put another tech on it, and apologized for the inconvenience. Even offered upfront to give us a discount on the new problem. Ill spare all the technical details but it was clear that they were making good on the fact that the first repair was an error on their part. First it was a 30% refund, then up to 50% refund on the original work. That may have been enough if the technician would have kept in contact with us or finished the work in the estimated timeline. It took from Weds am to Tuesday afternoon to complete this work, all along being strung on with the "one more day" line. New parts were ordered and explanations given and then changed, more money, different parts, more time. This runaround all but wasted their good faith refund on the cost of my rental car! To which they explained, they have courtesy cars available, but only for customers who purchased their car at the dealership. No courtesy for the customer who spent a total of $3700 in service fees between 2 related visits. The customer service rep at the desk does not look up at you or ask "may I help you". You can literally stand there for 5 minutes and shell ignore you. When I spoke with a manager to explain my dissatisfaction with the communication, diagnosis issues and timeline, he gave me his attention for a few minutes and then argumentatively retorted and stopped giving me eye-contact. He asked "what can I do to earn back your business?" and then refused to listen to my response to his question. He had no interest in my business. To top it off, all my belongings were hosed off and soaking wet when I left them in the designated service waiting area on an outdoor bench. So bags and car seats were soaked wet, for kids to ride home. I got a "sorry" from the manager for this extra inconvenience. Please dont waste your time with this company; they are after clients financing new cars. Not in business to provide fair and competent service for Ford owners. More than once it was insinuated that my business was sub par because of my "older" 2008 model purchased elsewhere. Good-bye ALL AMERICAN FORD!!

JO

Joe Chianese

By far the worst car dealership experience I have ever encountered. I had initially contacted the dealer online when I came across a vehicle I wanted to purchase. I explained I had a trade-in and was attempting to lower my payment. I exchanged the VIN number, mileage, etc. and then spoke over the phone with the internet sales person and asked if the numbers I was thinking of would be feasible. I was put on hold while he "talked to the manager". He came back and said yes, totally feasible - come on in. I stressed I was 2 hours away and didnt want to waste my time as this was the only deal Id be interested in. He swore up and down he would not waste my time. Upon arriving at the dealer (2 hr+ ride), no one offered to assist me for about 10 minutes as I walked around looking for someone who may be able to help. These were some of the most miserable people I have seen. They clearly did not want to be working there. Finally, I was introduced to the internet sales guy who then handed me off to a salesman. I of course assumed he had briefed the salesman on the situation, but upon sitting down and beginning the discussion, it was clear he had no idea why I was there. Once we got down to the same details I had already discussed over the phone - literally 2 hours prior - he laughed at how impossible the deal was. I politely explained this was already discussed over the phone, and long story short, he called his manager over who then explained the same to me. He called the internet sales guy who then said we had never discussed this pricing. At this point Im obviously annoyed that Ive wasted 2 hours of time, but to top it off, the "sales manager" calls me a liar. I asked to speak with his manager - politely - only to be cursed at and told "theres the door, you can leave" over and over. He then went on to a rant about "Ill just get all the bosses, do you want that?" Wow. Professionalism at its finest. The 2nd manager comes over and instead of apologizing for me being screamed at and cursed at by his subordinate, he tries to "work the deal" for me. He got it down to within $20 more than the original deal over the phone to which I explained we could have just started there rather than having to have you all shout, rant, and rave about me being a "liar". I promptly left at this point as this dealership is not deserving of any business. Best advice: Stay away. No matter how good the deal looks. These are inexperienced, disgruntled salesmen who cant work at a reputable dealer. Their management is no better.