Girard Ford

My Focus 04 developed a vibration and was noisy, and so I contactd Girard Ford, Norwich, CT to arrange for service. I was asked to drop off the car the day before service so the problem could be addressed f contactd Girard Ford, Norwich, CT to arrange for service. I was asked to drop off the car the day before service so the problem could be addressed first thing in the morning. I dropped the car off at 3:00 p.m. on Dec. 13 with the expectation that service would begin when the dealership opened the next morning. About 11:30 a.m. on Dec. 14, I called to see how things were going. I got a very evasive response to the effect that they had determined that the vehicle vibrated when the engine was started. I pointed out that I already knew that since this was the reason I had brought it in for service. I pressed for information as to whether they had identified the cause of the problem. After much hemming and hawing, the service person admitted that they had not yet started the service and did not have an answer to my question. I then asked if they could tell me when service would begin. The answer was sometime after lunch. We closed the conversation at this point, with me not being satisfied. About 1:30 p.m. on Dec. 14 I again called Girard Ford and spoke to the service manager. I explained by dissatisfaction. To this he replied that my experience was not acceptable and that he personally would get on the problem. Late that afternoon I heard back from the service department to the effect that they had determined that the vibration was caused by a failed motor mount. I asked if the problem had been repaired and was informed that it had not. I was told that they could not get to it until the next morning, Saturday, Dec. 15. In the end, it was just before noon that day that the vehicle was ready to pick up. My dissatisfaction is not with the repair but with the off-handed manner in which I was treated. The service staff did not have the courtesy to call me to let me know that there would be a delay in providing the service, and when I called the dealership I found the staff to be evasive and not forthcoming in answering my questions. I felt as if they were treating me not with respect but lik a not very bright five-year old. The unexpected delay caused my wife and me considerable inconvenience. We are elderly and have only the one car. We had to hastily rearrange rides to and from the dealership from friends, inconveniencing them as well. As a whole, this was not a satisfactory experience. More

We traded our vehicle in for a van, it's been just a month and the van is broken down on the side of the highway now. Up until now we have had numerous dealings with this dealership trying to make sense month and the van is broken down on the side of the highway now. Up until now we have had numerous dealings with this dealership trying to make sense of it all. The van is STILL carrying dealer plates because for some reason or another they have not yet simply transferred our plates. Last week they asked to take the van for an emissions test and offered us a car to drive while completing this task. The following morning they call and ask to come pick up our van, but then decide that we cannot have a replacement vehicle. After arguing with them via phone they again offer us a vehicle. There are many more incidents to report including a change in the amount of money we were told we had to "put down" last minute, but I am currently on my way to the girard ford establishment @ 9:30 am with my infant daughter, after missing a days pay due to lack of transportation because my van is not running........ More

I was happy with saleperson friendliness. He was able to show us multiple cars. Our sale was hindered a little by the car not being clean; we had to wait for it to be cleaned. There was a lot of dirt in t show us multiple cars. Our sale was hindered a little by the car not being clean; we had to wait for it to be cleaned. There was a lot of dirt in the trunk. Also the cargo cover skirt was missing, which was disappointing but we accepted the vehicle. Overall it was a decent experience. More

Very easy going atmosphere ..... Enjoyed the experience......The finance manager Keith Nye was very friendly as well. I would recommend this dealership to anyone looking to purchase a new or use experience......The finance manager Keith Nye was very friendly as well. I would recommend this dealership to anyone looking to purchase a new or used car. More

It was a pleasant atmosphere and I was not pressured in any fashion. The Sales Associate I dealt with was competent and friendly. Quick turn around on an issue with the Navigation system, which showed the any fashion. The Sales Associate I dealt with was competent and friendly. Quick turn around on an issue with the Navigation system, which showed the level of owenership and pride they have in their business. Overall enjoyable experience for myself and my family. We are very pleased with the courteous and professional staff, plus we like our new vehicle. The financial team was reasonable and efficient, while trying to meet their pecuniary needs. Well done. More

I was shopping for a ford F 150 all day and had already been to 3 dealers. Girard Ford was my last stop and they had the exact truck that I was looking for. After settling on a price, in writing, that wa been to 3 dealers. Girard Ford was my last stop and they had the exact truck that I was looking for. After settling on a price, in writing, that was fair the dealership played a couple of games: First, when I was going to sign the purchase agreement I noticed that the price was about $4,000 above the "out the door price" we negotiated on. I showed Rob (salesman) the difference and he went back to the manager and got the number changed with a new purchase agreement. The only problem was that the new purchase agreement was about $300 more than the "out the door price". Again, I showed Rob the price difference and he went back to the manager to get it changed. Finally, they had the correct purchase agreement price so I signed the paperwork. My take on the situation is if they listed the incorrect price once that can be a mistake, but after a second time that is attempting to take advantage of a customer. Secondly, after the purchase agreement was signed I was confronted by Keith (business manager). He asked if I could come back tomorrow and finish signing the paperwork because he had an appointment he was running late for. I agreed because I had to wait until tomorrow to pickup the truck. The next day I showed up at the dealership a little early than scheduled and informed Rob that I was here to sign the rest of the paperwork. Rob informed Keith that I was there. I had to wait around for almost 1.5 hours until Rob tells me that Keith forgot I was there, but will be right with me. So, I guess that customers are just another number to Girard Ford! I am a self employeed carpenter and deal with customers frequently. Based on my experience being honest and making customer's my priority are two top qualities that customers appreciate. With these economic times a business has to make the customer feel like they are important to them and not just another sale. More

Great front line customer service. Repair for oil leak was completed, but I still have indications of burning oil when the car is running. May take car back of it does not stop. Repair for wiring and spar was completed, but I still have indications of burning oil when the car is running. May take car back of it does not stop. Repair for wiring and spark plugs was completed, but wires used were defective. Dealership did a great job taking the car back in and fixing it on the spot. More

My husband and myself both found Troy to be very helpful and extremely courteous. Went out of his way to help us find a vehicle without being pushy going as far as to offer to have vehicle brought down from and extremely courteous. Went out of his way to help us find a vehicle without being pushy going as far as to offer to have vehicle brought down from another dealership for us to look at. We were both very happy when with service we received from him and would definitely go back for another vehicle when needed More

I just purchased a new Ford Fiesta from Girard Ford. One would think that in purchasing a vehicle especially a new one at that, you would be receiving great service on all aspects. This is not the case. I p would think that in purchasing a vehicle especially a new one at that, you would be receiving great service on all aspects. This is not the case. I purchased the vehicle on 9/24/12. The night that I went to the dealership and had an "appointment" set up for the signing of paperwork we had to sit and wait for about an hour and a half and closed the dealership. This makes an appointment look unnecessary. I was then told after signing all paperwork that the second key and owner's manual was locked in a different office and they would get it to me the next day. Two days later I was sent a text message from Miguel saying that both of these items needed to be ordered. I also on that day received a phone call from Keith saying that the night I signed paperwork we didn't handle the down payment of $1,500. It was a late night and everyone forgot which is understandable. I thought it was rude of him though because I was at work and he was asking me where I work to come and pick the money up from me at that moment. I told him I didn't have my checkbook on me at work and then he asked if he could pick it up from me when I was home from work at my house. He came and picked the check up from me that night and assured me that my owner's manual and second key for the vehicle would be in my hands in two days. That was on 9/26/12. I then received a text message from Miguel again stating that my key and owner's manual would have to be ordered and that was on 9/28/12 which happened to be the day I was promised these two items on. All of this up until this point seemed to be not that bad to deal with and that if I had these couple of items by the next week I would be a happy customer. This unfortunately is NOT how things worked out. I actually realized another factor that was not making me very happy. The night that we went and signed the paperwork we were assured by Val and Keith that every vehicle on their lot had VIN etching on the vehicle. At this point I realized that my vehicle did not have VIN etching but that night that I signed for all of this that I had paid $155.00 plus tax for the VIN etching. This does not make me very happy when here I am putting all this money down and then I realize that I paid that much for something that I did not have. At this point I was wondering "was I lied to about this" or "was this an oversight"? Well nonetheless, I insisted at this point to be reimbursed for the VIN etching. I then began the "game" at this point of waiting and waiting for a phone call to tell me that my key and owner's manual were in and then it came to the point of calling and waiting and calling and waiting! I called them on 10/2/12, 10/10/12, 10/12/12, and 10/17/12. All of these times I was given an excuse of why they didn't have it or that they lost the order form and then a couple times I called and just never received a phone call back. Surprisingly, one of the times I called I spoke with Val who is a manager and he told me I would have a call back within an hour (I never received a phone call back) and good thing I didn't hold my breath because I personally went there more than a week later and was standing there looking for answers and all the things I was told would be working on getting were not done still. They also tried to make me feel bad in the closing of the sale because the car I was trading in and the way the deal would work out wasn't "going to be profitable for them." We realized that the vehicle I traded in was being put out and sold for about $5000 more than they gave me for the trade-in value. I think that is really bad for the customer service when you try and make your customer feel bad and is totally unprofessional. There were also other instances where I called and I was given an attitude and told that these were not problems that they needed to handle. It is sad that you need to physically go to a place of business to actually get an answer and not be lied to, to actually get what you paid for to begin with. To make a long story short, here I am almost 6 weeks later (11/2/12 which is totally unacceptable that I had to put this much time and effort into handling all of these situations myself and I was asked a few times to go to this website and give them a good rating, Ha!) and I finally have it all squared away after going to the dealership now 3 times after the sale was complete. To top things off, they programmed the key and it didn't fully work and we had to fix it ourselves and when I called I was told "Oh sorry we will have to look into our way of programming it." They didn't even offer to fix it and I live about 45 minutes away and I can't keep driving back and forth. What has happened to customer service???!!! PLEASE AVOID THE FRUSTRATION AND STAY AWAY FROM THIS DEALERSHIP!!!! I am the last person to complain about things when I do not receive the service I deserve but this dealership just pushed me to the point of being beyond dissatisfied and writing this review! More

The sales person that I dealt with, Joe Sabourin, was refreshingly honest and extremely helpful. Keith Nye did my financing was also fantastic and was willing to go the extra mile to get me the best poss refreshingly honest and extremely helpful. Keith Nye did my financing was also fantastic and was willing to go the extra mile to get me the best possible rate. I would defiently go back to Girard for my future auto needs. More