Colonial Ford of Marlboro

Colonial Ford of Marlboro responded

Unfortunately the internet has became a black hole for people to publicly post unfounded and offensive comments about businesses in general. I'm the GM of the dealership and Id like my opportunity to refute what has been posted. First and foremost we went out of our way to find the exact truck which btw is rear, not many were available and we worked the deal first to make sure the numbers would work for the customer, then as we always do we took a good will fully refundable deposit with hopes of securing the vehicle from the other dealer. Unfortunately when we were able to contact the dealer we found out that the truck we wanted had already been upfitted and would not meet the needs of the customer. We then contacted the customer and told him we had exhausted all avenues to get the exact truck and color he wanted and our only alternative was to look into a 2020 modal instead. We then contacted the customer about a 2020 we found which would meet his needs and he agreed to go ahead and let us get it in, mindful of the fact that because it wasn't a 2019 the rebates were less and he understood and told us to go for it. I personally handled the paperwork in the finance office and to be frank both the customer, his mother who was signing for the loan and another woman with them were very pleasant and we had some laughs, and when they mentioned that the plates were of some different type I told them I was unfamiliar with that type of plate but would do the best to look into but also told them it may be something we cant do online and would have to send a runner to the dmv to handle. they politely said thank you and we would go from there. Nevertheless no one in the dealership including my registration and title clerk who has been doing this for a number of years actually heard of this type plate so we went ahead to make plans to go to a local dmv office. When we further looked into it we were told that the owner of the company would have to be present with some documents that we do not provide, hence why the customer had to go himself. We did not provide him the right documents certainly not intentionally, and communicated that to the customer when he phoned. By this point the young man that owns the company got very vulgar and screaming at both my receptionist, office manager, and F and I manager and was totally unreasonable about what had happened. My finance Manager was told and I quote " get the bleeping paperwork ready when I get there so I wont have to punch you in the mouth". At this point I was made aware of the situation and I asked My Truck Manager Mike, to hand them the paperwork so my finance manager wouldn't have to and hopefully Mike would diffuse the situation which he did and that was the last I've heard from the customers except for a rude name calling review previously posted by the owner. I honestly don't usually respond publicly but in this case I felt the truth should be put out there.

aisling39 responded

I truly wish I had been paying attention and noticed this response from Colonial, I would have answered so much sooner and hopefully saved someone from a difficult situation. If you note in their response to my review the only items he touches on is his perceived handling of the paperwork which was abysmal at best. My review goes so much further than that, discussing beyond their incompetent handling of the documentation which is still incorrect but paperwork was the least of the problems.. The vehicle they sold me which was brand new off the lot was defective, there was a mechanical issue that prevented it from passing inspection. Numerous attempts were made to remedy the mechanical issue. We were told the part is on back order and it would be at least a month. Keep in mind at this point I now have a brand new truck that can't haul and payments that are going to need to be made on a truck that is not producing... and why isn't it producing? Because the brand new truck was not running, it was mechanically defective and could not pass inspection. I am not very good at taking no for an answer, especially from underlings so I began my search to "climb" the ladder. I was very successful and reached the President of Colonial Ford. The gentleman that I dealt with was extremely helpful and knowledgeable. He resolved the issue and my truck was repaired withing 24 hours of my conversation with him. So my issues... yes, improper handling of paperwork... incompetent staff or at the very least staff that does not go the distance to provide customer service. (Side note, the manager in Marlboro did offer us a few free oil changes to make it right. Big help right?)... Most importantly, SELLING DEFECTIVE MERCHANDISE... unwillingness to assist in remedying their poor handling of the sale and repairing/replacing defective product.... I needed to go well over their heads to fix the problem... We will wrap it up with the fact that in their response to my review they AVOID discussing the lemon they sold us or the hoops I had to jump through in order to get the mechanical issues with this brand new vehicle addressed going over their heads to the President. If they would like to respond to my follow up could they please address the mechanical issues and explain why I had to keep climbing the ladder to get this resolved, why could they have not resolved this at their level? We all know why... they had their money... on to the next victim.