Crossroads Ford of Prince George

Company Process increase effort for Customers The workers at this dealership are friendly and professional. I feel the company processes are not set up in a way that makes the employee's job succ The workers at this dealership are friendly and professional. I feel the company processes are not set up in a way that makes the employee's job successful and effortless. It certainly does not make the customer's experience pleasant. I dropped my truck off for service early Monday morning expecting the vehicle to be ready by the afternoon. I was provided a loaner vehicle that was not functional for my family. I own a Ford Explorer and was given a Ford Fusion. I had to call that evening to be told my car was not going to be ready for another 24 hours. I would have appreciated someone calling me to tell me this verses me having to call and I had to ask for a bigger vehicle. They did give me one but that meant I had to go back to the dealership to pick it up. Unfortunately, my warranty is only covered by work at this establishment. This means I had to take the truck back on Thursday of this week to get service done. Even though they knew that I have a big family, I was still put into a Fusion and told the car would be ready ASAP. Thursday they called to tell me that it needed to stay until Friday. I just called and they told me the truck now needs to stay until Monday!! I am left with a car that can't fit my family (I guess I will just tell my 3 year old to stay home alone when I run errands this weekend) AND I had to call them to get this information. It is 3 pm and they close at 5 pm. I am not sure when they were going to call to tell me this. I will never return. Overall, they have no urgency with getting the vehicle back to the owner. They do not fit the loaner with the customer personally to tailor the experience. 1 big headache. Sent from Mail for Windows 10 More

Service Center is Very dysfunctional Went in to get my vehicle serviced and it originally took a week to get the part. No person ever took the time to call me to give me an update. So I f Went in to get my vehicle serviced and it originally took a week to get the part. No person ever took the time to call me to give me an update. So I finally called and. Was told the part had been there. So I scheduled an appointment and this was another week waiting. While the vehicle was there I asked for another issue to be checked but they never checked it. Finally got my car in and they kept it over night without calling me to let me know. The next day I called and still no update. Finally got it fixed two days later and they tell me we fixed the problem but now your battery has a bad cell. Lol really and it's my Fault. If it wasn't a rule that I had to use then because of warranty purposes I would never go back. And I'm still waiting to have the second part fixed because they missed that memo of me requesting that issue being resolved also. Im about a month into this entire ordeal. More

Great Salesperson; Unreasonable Price Thanks to Susan Fulcher, salesperson, for tirelessly and repeatedly assisting us over 3 years in making a decision on a new vehicle. We bought from h Thanks to Susan Fulcher, salesperson, for tirelessly and repeatedly assisting us over 3 years in making a decision on a new vehicle. We bought from her years ago at another dealership and have always found her to be pleasant, helpful and knowledgeable. However, our happiness with Crossroads Ford ends there. The 2019 Ford Edge we wanted was not in stock in Prince George, but was at a Crossroads' dealership in Cary, NC, from which they could transfer the vehicle. Crossroads' offer price was only $300 off MSRP on a $36,000 vehicle. Plus, their charge for dealer processing was $699. We suspected they wanted us to play the distastefully game of back-and-forth offers and counteroffers. Instead, the next morning we made a 60-mile drive to Parrish Ford in Goochland, VA. Their out-of-door offer on an identically equipped vehicle bested Crossroads Ford's OOD offer by $1,600. And, they did not charge for dealer processing. Needless to say, we bought from Parrish Ford. Our experience also confirmed friends' predictions that, like them, we would not receive a reasonable price offer at Crossroads Ford. More

Horrible - Two Trucks in less than 1 year; both with issues Fort Lee Military personnel (and everyone else) be aware and stay away, from a current service member. I bought two brand new trucks from this deal Fort Lee Military personnel (and everyone else) be aware and stay away, from a current service member. I bought two brand new trucks from this dealer, in less than 1 year, and they both were/are defective. The first truck had paint issues that could not be resolved by the service department. Instead of taking care of the customer, and doing a collateral exchange (which has been done in the past at a different dealer) they had me trade that truck in for another new truck. A new sale for them, new credit reports ran for me, new loan, higher interest rate, etc. A whole new transaction all to their benefit. The newer truck now has mechanical issues; consuming too much oil. In fact, with less than 5,500 miles the truck's engine failed in the middle of the road. Service department conducted the first oil change and stated that nothing was wrong, but would monitor every 1k miles. With less than 500 miles the truck is already making noises and the oil level is very low. Both trucks had/has less than 6,000 miles when presented with issues. When these issues presented themselves, management (Mr. William Nichols Jr. - General Manager) was/is nowhere to be found after numerous email attempts and phone calls; he has never been available. New trucks (and vehicles in general) shouldn't be having these kind of issues. But when they do, the dealer should take care of the customer in every way possible and not look for ways to gain from the customer. This is clearly what's happening here and Mr. Harris Turner and Steven Diaz (both Sales Managers) is also a big part of this. I understand warranty exist, but when a vehicle is faulty at less than 4k miles and you get the customer to purchase another vehicle (instead of swapping it via collateral exchange), and that other purchased vehicle is faulty as well, this time with mechanical issues, you have to take care of the customer. They will be all over you when it comes time to purchase, but when an issue comes up, do not expect anything from management. This isn't fair to anyone. Be careful with their 5 star ratings. As soon as someone gives them low ratings, random people will give them 5 stars with no comments. And notice how they respond to those 5 star ratings, but don't respond to the lower ratings. This is exactly what they do when the customer has purchased and runs into problems; they won't respond to your problems. Don't believe me? Go to their Facebook page. All 5 star ratings have a comment from the dealer. Those not recommending the dealer, do not have any comments, as of the time of this review. They are very consistent with not dealing or caring for your problems. Be aware. More

Hard working sales team I went in not knowing what to expect but the crew listened to what I wanted and worked hard to get me in the vehicle. Everyone there was nice and prof I went in not knowing what to expect but the crew listened to what I wanted and worked hard to get me in the vehicle. Everyone there was nice and professional. I told them what I could do and they delivered. More

Best Car Buying Experience! This was the easiest and by far the best purchase we have made in our years buy cars. The sales team was amazing in communication and assisting us wit This was the easiest and by far the best purchase we have made in our years buy cars. The sales team was amazing in communication and assisting us with our purchase! The delivery service was excellent and the men who delivered the vehicle to us were great! More

Be very careful! I guess it was meant for me to come back and change this review because as it turns out this was not such a great deal. The car I purchased had a majo I guess it was meant for me to come back and change this review because as it turns out this was not such a great deal. The car I purchased had a major oil leak and when I took it to my local mechanic to be serviced much to my surprise I found out the car had bad oil housing gaskets. My mechanic told me the leak had been going on for a very long time and likely long before I purchased the car. He said that the dealer I purchased the car from had to know about it if they really inspected the car prior to selling it to me. I did contact my sells rep and he just said ok not bring it in or we will take care of it but nothing, not even an offer to cover the cost at all. Do yourself a favor any car you buy from here get it inspected first from your own mechanic because my car needed $1400 worth of work and they were aware of it and believe they covered it up. More

Incredible Customer Service I recently purchased a 2015 Lincoln MKZ, and noticed a slow leak in one of the tires. This discovery was on Thanksgiving when there were no places to I recently purchased a 2015 Lincoln MKZ, and noticed a slow leak in one of the tires. This discovery was on Thanksgiving when there were no places to take it. That evening I emailed and left a message with Crossroads Ford that I needed this matter investigated. The website indicated that the Quick Stop for service would be open at 7:30am. That morning I took it in and spoke with Acey Booker at the Quick Lane Tire and Auto Center. They took it in, found the problem (nail in tire) and repaired it quickly and inspected all the tires and replaced lug nuts that were badly worn. While waiting, I was informed that Shirley in Service saw my messages from the night before, and she called to the Quick Lane to see if I had been in and was being taken care of. They are really good, work fast and are thorough. Thank you Acey and Shirley for a job well done! Kudos to the mechanic that took care of the problem. More

Great Customer Service! This was the most pleasurable experience I have had with purchasing a new vehicle. The friendly, professional service from Brandi Emory at Crossroads This was the most pleasurable experience I have had with purchasing a new vehicle. The friendly, professional service from Brandi Emory at Crossroads Ford was out of this world. I was greeted with a warm smile and a professional handshake as she listened to my requirements of purchasing a new vehicle. There was zero push or rush for me to make a decision. Brandi made sure that the concern was about me and not the dollar of the business. No "Snake in the Grass" salesman from Brandi Emory. I could not be happier with her professionalism. After the sell was complete, she reached out to make sure that I still had a smile on my face and truly loved my new vehicle. This is truly a customer based organization that truly cares for the customer! More

Just in time Dropped off my truck that died on me on saturday, explained I am a soldier from Louisiana here for school and that I need to drive to Texas the next F Dropped off my truck that died on me on saturday, explained I am a soldier from Louisiana here for school and that I need to drive to Texas the next Friday for a follow on Army school. The service department would not bring my truck in to thoroughly look at it. Thursday at lunch I stopped by to look at the progress, the truck was still sitting in the same spot it had been in for 6 days. Thursday afternoon I had to schedule a flight to get to Texas, make coordination's to store my motorcycle I brought in the bed of my truck with me, and to store excess items I brought with me in my truck that I couldn't bring on a plain. The dealership called me Friday morning at 8:30 am, the day I have leave for Texas, and said we can have it fixed by lunch. It was done at 10:30. I then had to cancel my flight, storage for my bike, and storage for my excess luggage. Would it have been that big of a deal for the dealership to look at a military service member 1,200 miles from home 1 day sooner, 2 days sooner? More