Two Rivers Ford

Reviews 3

LO

Lori B

"UNBELIEVABLE EXPERIENCE" We have no idea even where to start with this review!!! We have been shopping for a vehicle for about a year now and have been to quite a few different dealerships from Lebanon to Nashville. We will not use names etc. but were NOT happy with our results from most of these places. They were so pushy and didnt seem to care to find out exactly what vehicle would suit our needs. When we did find a vehicle that we liked....they walked away to check on price and what we would get for a trade-in and they left us sitting there for almost an hour. This is just one of the examples of terrible customer service we had received! When we pulled up on the lot of Two Rivers....we were given the chance to look at a few vehicles and we not swarmed by sales agents. (Which we LOVED)! Then after we looked around a little then Abe Khan came out and was so friendly and genuine! He asked questions to find out what we would like and what would work for us. My husband thought we were going to trade in for another Ford Fusion but I was looking more at the Ford Escape. Abe showed us the S, SE and Titanium.....he did NOT push us towards one or the other!!! I was so indecisive and couldnt make up my mind....so he says "after what you have told me, I think I know what you might like"......so he goes behind the dealership and drives a beautiful Red Ford Escape SE right in front of us!!! We were SOLD! He took time to see what we wanted and our taste....he DID NOT rush us or sway us one way or another, at all! After we decided EXACTLY what we wanted....it went so smooth from there also. Abe worked with us to get a good trade-in price and our payment to fit our budget and then Kenny (in the financing dept) made it as easy as possible and explained EVERYTHING to us! They were so efficient and made us feel so comfortable still and did not push extra warranties etc. (We ended up purchasing an extra warranty but not because we were coaxed.....only because of how it was explained! We went to Two Rivers.....NOT PLANNING on buying a vehicle that day.....and just doing more research and looking to see what they had. BUT with the friendly, non-pushy, considerate agents and staff......we drove a 2016 Red Ford Escape SE off the lot!!!!!! We are so thankful and pleased with the customer service we received and will ALWAYS shop at Two Rivers and will recommend Two Rivers in Mt. Juliet to everyone!!!!!!! Thanks Two Rivers for your time and such a beautiful vehicle!!!!

DO

Doitright White

FORD MOTOR COMPANY SENT ME TO TWO RIVERS FORD SERVICE DEPARTMENT. They were the 4th dealer service department to look at my problem car and they did the same thing that the previous Nashville area dealers did - nothing! Their Service Writer was somewhat timid and did not project confidence. He listened to me but he refused my request to ask for FORD TECHNICAL assistance on my car. He knew Ford sent me to them. I told him that 3 other service departments could not locate the problem and that they said "no code no problem". I suggested that a mechanic ride with me so that I could demonstrate the problem. He said not necessary to do that because they would find the problem. I took the rental car and left, expecting the process to take a couple of days to sort out. He called four hours later and said that my car was ready to pick it up. He added "no code, no problem" . I am thinking by this time that all Ford Service Departments are total idiots. I picked the car up and called Ford Customer Service Regional Manager again. She aked what they found and WHO had ridden with me to identify the problem. NO ONE! She begged me to return, which she scheduled, and she forced a mechanic to ride with me. He came back saying that he did in fact notice the problem, but it was not serious. NOT SERIOUS. The car was hardly drivable and passengers complained constantly. A $52,000 car with 20K miles on it and it was running worse than the worst used car ever purchased in my youth! The fuel economy had dropped 5 mpg! The car is now fixed, NOT BY FORD SERVICE PERSONNEL! I got the car fixed outside of the Ford Dealer network. Outside of warranty. My car was broken for two years while I tried to get Ford service departments to fix it. The final fix was inexpensive and simple. The problem turned out to be the exact thing that I said was the problem, two years ago, but was argued down by the EXPERTS in the service departments! Now you see why I can safely say that incompetence is the problem. DO NOT TRUST TWO RIVERS FORD SERVICE DEPARTMENT WITH YOUR VEHICLE AND YOUR LIFE, THEY ARE INCOMPETENT AND SHOULD NOT BE TRUSTED!!!

WE

Weston Hall

Short answer: Two Rivers Ford is not focused on customer satisfaction. Technicians at the service center are extremely rude. Long answer: I first called two rivers ford because there is a recall on our vehicle (TCM) and it is experiencing trouble with transmission engaging into drive. When the service rep answered the phone I told him the situation about the transmission and asked if I can make an appointment. He told me they do not take appointments and its a first come first serve basis. I then proceeded to ask if we drove down today if they could get me in. He answered very confidently that they can see us today and look at the situation. When my wife and I limped the Ford focus into the service shop we were not greeted and had to wait over 10 minutes before someone spoke to us. When I finally was approached by a service technician, I proceeded to tell him the story I told the gentleman on the phone. He then told me there is a two week wait time before he can even look at my vehicle. While we were going back-and-forth he was very condescending to me. I finally agreed to wait two weeks and asked if there is a loaner vehicle that he can give us during that time period as this is our only vehicle. He stated no there is not and didnt give me a wait time or how many people were in front of me. I then asked if we could have a new vehicle to drive around and he then laughed out loud and said what does this place look like? I told him it looked like a Ford dealership and they have plenty of vehicles on the lot. I then asked him how many people are in front of me for loaner vehicles and he said four. I asked if he could just order the TCM and we can come back and he said no that his technician will have to look at it first and eluded to me that I do not know what I was talking about (Im a mechanical engineer). I proceeded to tell him that I was not satisfied and then I would have to go somewhere else, he stated "good luck" and then smiled. Didnt offer to help in any other way. And for this reason I will never go back and will tell everybody to never go back