Malloy Ford

Reviews 4

MR

Mr. J S

On Friday August 28 I had scheduled service for two safety recalls on a 2015 Fusion, one for the oil life monitor that would not reset, the other for steering bolts prone to corrosion and breakage. I was very surprised when I received a call from the service department shortly after they opened advising me that the recall repairs had been completed in July at a Darcars location in Lanham, Maryland. I explained that I had been driving this vehicle since October of 2014 and other than preventative maintenance have had no service work, recall or otherwise performed. I tried to explain that the repairs had not been completed and there was a mistake somewhere and the wrong VIN had been entered at another repair facility during the repair of another car. Short of calling me a liar, I was told that the OASIS computer showed the vehicle had been repaired and there was nothing that could be done, I was offered no assistance or solutions to help correct the problem. When I asked why the oil life monitor would not reset even though the computer indicated that the recall repair had been done, I was offered no explanation. I asked if a tech could inspect the steering bolts to see if they had been replaced per the recall to verify that the repair had not been done, I was told that the computer showed that the work had been done and there was nothing the dealership could do. I asked them to repair the oil life monitor under warranty which they completed, I was told that the dash cluster had to be reprogrammed to correct the problem (which is what the oil life monitor recall was for). The service personnel I spoke with gave me the impression that they thought I was being dishonest and trying to perpetrate some scam, I found the entire interaction very frustrating. I realize that Malloy Ford did not enter the incorrect information in the computer, that was Darcars in Lanham; however as this is a safety issue I had expected better customer service and some assistance in helping to correct the problem, none of which I received.

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DA

Daniel Bragg

I will never buy another vehicle from this location. I was told if I had any issues with the car I bought in the first few weeks to bring it in and they would cover it. I had a check engine light come on 4 days after I bought the car, took it to Malloy and they told me it would be over 400 to change the knock sensor. Of course I approached the salesman to ask why I was being charged so much. I didnt expect to pay nothing, but certainly was not happy that they wanted to charge so much. All he told me is he would see what he could do. I reminded him of what I was told when I was sold the car, which was that they would help cover any issues in the first few weeks, which I now know was a bold lie. He said it was above his pay grade to approve a fix, and would have to talk to the gm Mr Kelly about getting the repair taken care of. I called him a few times and politely asked if they were going to help me out and he repeatedly lied and said he would return my call, which never happened. After awhile I knew that he was intentionally putting it off. If I was a GM I would be embarrassed that no decisions can be made when I am away. I find it annoying when I see 15 apathetic salesmen standing around that cant make any decisions without the GM. After realizing I was being lied to, I bought the sensor for $100 and had it changed in 10 minutes. Frankly, I found the price of over $400 to change a knock sensor offensive, given I bought the car 4 days prior and my family has bought new vehicles from Malloy in the past. I will never buy another vehicle here, nor will any family or friends I can talk out of it, unless Malloy reaches out to me and remedies the situation, which Im certain will not happen. Again, why pay more when you can go to Hagerstown or Sterling? And get better service.

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BR

Brandon Dreiling

In our experience, purchasing a vehicle is a dreaded process - from with the pushy, nagging salesperson to the manager in the bullpen and the paperwork processor who pushes extra packages, plans, services, etc. After researching a new Fusion online, I filled out an online inquiry form through the Malloy website. Alice Rohman responded in a within a matter of hours with information about the car, the price and current incentives. Alice did not pressure us in any way - we didnt have the experience of constant nagging phone calls trying to get us to go to their lot. She was courteous by calling us one time to make sure we were find all of the information we needed. I explained how we werent in a hurry to purchase and she said she would be available should we need assistance. Since we werent in a hurry, my preferred method of contact was email, we were happy she respected email contact. Over the course of a week, Alice actively responded to our follow-up questions about a few different models we were interested in. When we did have the chance to go to the dealership and look at the vehicles in person, we met with Mike Sprague. Working with Mike was a good experience, he also did not pressure us into any specific vehicle. He was very patient with us while we compared and considered several different cars with different options. He was helpful answering questions in a hands-off approach. We greatly appreciated how he was right there with us, but in the background allowing us to look at each car without leaning us toward one over the other. Through the process of completing the paperwork we were offered the extended warranties, service packages, and such, however, they were not repeatedly pushed on us. When we declined to purchase any add-on, we moved along with the process.

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JO

John Ratcliff

I was needing a work truck with very specific requirements, and after being "abused" at another dealership, (what a concept anyone would do to potential customers??!!!) I wasnt in a great mood when I started talking to Malloy Ford. I was sent to Billy, who immediately understood where I was coming from, and was great to work with throughout my project. We looked at many different trucks and throughout all the questions/changes, etc, he never got upset or frustrated, and he NEVER took it out on me. He went above and beyond at almost every point to be sure I completely understood everything and was getting what I needed. He even gave up personal time to be sure we were comfortable and there were no issues when we went to pick up the truck. Thomas Ross, finance director, handled the loan paperwork for us and was, exactly the same as Billy. VERY thorough, patient, made sure I understood everything, made me feel like I was his only focus, and didnt rush us out the door, even though it was LATE Saturday evening! Here is what I can personally attest to with Malloy Ford: I WAS treated fairly and respectfully. I WAS provided ALL the information I request and or needed. I DID get a good deal. I expect when we start working with the service department, we will find the same experiences with those folks....... In short, I felt like a valued customer! We WILL return to Malloy the next time we have automotive needs! Thank you Malloy, Billy, Tom.

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