Shenandoah Ford

Reviews 3

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Heidi Helwig

On a Sunday evening our vehicle broke down on the side of the highway and was towed to Shenandoah Ford in Front Royal, Virginia at the recommendation of AAA. Our experience with the service department at this dealership was horrendous. Our vehicle was mixed up with someone else’s. Upon arrival, the entire night drop envelope was filled out including the tag # etc. When we called to check on the progress the service coordinator mentioned a vehicle that did not belong to us. When we corrected him, he said “Hmm, that is weird” and proceeded to tell us what was wrong with “our” truck. The repairs were authorized and we received a phone call that all work was completed. We drove 2 hours back to the dealership to pick up our vehicle. When we went to pay for the repairs they handed us the wrong keys. We corrected them and pointed out which keys belonged to us. Again, the comment was made that is was strange. When we got in our truck to leave it did not start. It turns out that our truck had never even been looked at because they had fixed someone else’s truck under our name. Of course, we were very upset about this error. We talked with the service manager and he could get us repaired and on the road with a few hours. I do not understand how a huge error like this could have been made. We authorized and paid for repairs to a vehicle that did not belong to us and the keys to the wrong vehicle were made available to us. We handed over the receipt for the cash we had paid to the service manager so he could research what had happened and he lost it. When we asked for a copy of the receipt it took them a while to produce another one because the entire ticket had been deleted out of the system. The worst experience of all occurred with an employee of the service department as I was leaving the business. The error had been resolved and we were calmly leaving to begin our long drive back home several hours later. James King stood up from his desk, unprovoked, and proceeded to shout at me from across the room. He stated to me that he had made the error (which I did not know) and was shouting at me because I was upset about the error. We were leaving and everything was over. I have never been treated so poorly by an employee of a business before. It was extremely unprofessional and unwarranted. The service manager was yelling at him to sit down and be quiet but he continued his tirade. I do not understand how the mix up occurred when all the correct vehicle and contact information was included on the envelope that contained the keys. I also am extremely upset about being verbally attacked by an employee that was not involved in the resolution of the problem and to whom I had not had a discussion about the incident with. I had to make several phone calls to the director Angela Strong of Shenandoah Ford before she returned my call so that I could discuss this matter. I do not believe this is good professional customer service either. I would NOT recommend this service department to anyone and I will not use their services again. They have TERRIBLE CUSTOMER SERVICE!!

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Taneisha Marie

My first impression of the dealership was positive. The atmosphere seemed comfortable. They had a great variety and everyone was very attentive to helping me. There was a sense of teamwork amongst the salesmen, which I liked. When I decided what car I wanted, I called to set up a time to test drive it and I got in touch with Frank. He was very nice and very cooperative. The next day, I received a call from Frank to verify my appointment and that he was looking forward to meeting with me. Naturally, a very nice first impression yet again. At this point, I was very eager to meet with him and test drive the car. It was a 2006 Kia Spectra5 Hatchback for $7900. When I arrived, they couldnt find him. I was about five minutes early and had even left a voice message because I thought I was going to run late due to traffic. After about fifteen minutes, they found him with another customer. Understandable, I wasnt too upset about waiting. Well, I finally get to test drive the car and the battery wont start. He claims that its because its been sitting on the lot for so long. One, thats not a good sign either. Two, great, theres a bad battery. So, he tells me to have my mechanic test the battery since thats where I was going to test drive it. He also told me not to stop until I get there just in case. When I drive off, its hesitant and wouldnt accelerate when I told it to. Im driving down the road and it started making me nervous because the delay to accelerate would grow longer and longer, plus the AC didnt cut on at all for about ten minutes. The car also had issues switching gears. By this time, I made up my mind and didnt want the car if I needed to pay for all these damages. When I got to my mechanic, I had him check the battery and that was it. I had no interest in seeing what else was wrong, but I later found out that it needed a new battery, an oil change, an alignment, and possibly a new timing belt. When I took it back to the dealer, we told him everything that was wrong and he was going to fix it all since it was still under a small warranty. The car had been in an accident five years ago, had three previous owners, plus all of the mechanical issues and the mileage was at 120k. We offered $5000 for the car because it was not as advertised and has had a rough history, we thought that would be fair and the KBB was about 4800-6300. They flat out refused our offered and was only going to alter the price at all. Their attitude completely changed when it came to prices. Not to mention, they were extremely pushy with me until my boyfriend showed up. Then they were as nice and calm as can be. I heard a lot of good things about this dealership, but Im starting to figure that its only if youre buying a new card. Not used. Not a big fan and wont be going there again.

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Karen Russell

There is a BUT after this first sentence. Sales experience was great. Over Eager to help and be accommodating. I work in sales and I understand the game. However, not even 60 days into the sale and there are serious service issues with the "certified" vehicle. Ive now had to reach out to sales to get a response from service. We were told to drop the car off on Sunday night and it would be in the shop first thing Monday morning, so prepared for a day without a car. As of Monday evening we were told car would now be looked at on Tuesday. Ok, things get busy and now its going to be another day. I get it. Well, we were originally offered a loaner vehicle but if it was just going to be one day we could make do. If I had known there was even a sliver of a chance that the car wouldnt be looked at and ready today I would have taken the offer. GM just called back, and shockingly they just happened to give out their "last" loaner. I do understand that a loaner is not part of the policy and its a courtesy service. Again though, here we are less than 60 days after the sale of a certified car and its in the shop for the second time and now we need a second car for the sake of getting to and from work and no one seems to be able to assist. Not technically a sales issue, but from the view of a buyer, I feel completely let down, especially after singing the praises of how great the customer service had been. On another note, we have an I OWE YOU, for a replacement button on one of the key fobs that should have arrived a couple of weeks ago. We have not even had a call to say its back ordered, sorry it was over looked, or well take care of it now. Not a peep. Paperwork signed, deal booked, apparently we dont matter this month since we arent buying anything.