Hagerstown Ford

Excellent Customer Service While vacationing on the eastern shore of Maryland our 2016 Expedition began having some serious problems. About 20-30 minutes after a cold start, and While vacationing on the eastern shore of Maryland our 2016 Expedition began having some serious problems. About 20-30 minutes after a cold start, and at highway speed, the engine abruptly cut to a rough idle, there was a loss of all engine power, and the dash displayed a "See Manual" message. Luckily we were on a two-lane road with light traffic and were able to coast onto the shoulder. With the engine at an extremely rough idle and not knowing what else to do we shut it off, sat for a minute and restarted the engine. All seemed ok and we continued on our way thinking that it was probably a one-time computer problem. Unfortunately the same problem occurred four more times over what was the Fourth of July weekend. On Tuesday morning I got an appointment to have it checked out at the closest dealership in Easton, Maryland. After two days and no success in trying to recreate the problem or obtain the computer fault code the service advisor at the dealership said there was nothing more they could do and that we should come and pickup the vehicle. Thinking that they didn't understand the safety ramifications of having a vehicle unexpectedly loose all power at highway speeds I decided to call Ford directly and was contacted the next day by the regional service manager (Ford says a response will be provided within 4 hours). The regional service manager basically reiterated what the dealership told me. Meanwhile my wife decided to call Tim Rowe the service manager at the dealership in Hagerstown, Maryland where we had lived for many years and had purchased several vehicles, including two Expeditions. Without hesitation, Tim indicated that although he hadn't seen the problem on any Expeditions, he had seen it on several F-150's and that it could be traced to a faulty electronic throttle body. Tim then offered to call the Easton dealership and pass on his thoughts on the problem which he did immediately after talking with my wife. Later that afternoon I called the Easton dealership and talked to the service advisor and he acknowledged that Tim called and offered his thoughts on how to fix the problem. However he told me that they couldn't just replace parts without a computer fault code and even if they wanted to replace the electronic throttle body, they didn't have one in stock, they were back-ordered, and it may take weeks to get one in (doesn't that speak volumes!). So now it's Friday and I just want to get my vehicle out of the Easton dealership. Not really wanting to have to drive the Expedition 140 miles in its current condition to Hagerstown Ford, but not having much choice we asked Tim if he could get the part and have it installed. He said that he would order it and that it should be in by the end of the following week. On Tuesday morning Tim called and said the part was in and asked when can we could come in to have it installed. We drove to Hagerstown the following morning with fingers crossed since the problem had occurred three more times over the weekend and the car is ready after just one hour. Obviously we can't say enough how much we appreciate Hagerstown Ford and especially their service manager Tim Rowe for the fantastic customer service that we have experienced all these many years! More

Terrible! My husband purchased a used Dodge Ram from Hagerstown Ford about a month and half ago. He had great dealings purchasing the truck from Dave Socks and My husband purchased a used Dodge Ram from Hagerstown Ford about a month and half ago. He had great dealings purchasing the truck from Dave Socks and was assured that since we are PA residents that any flaws found during PA inspection would be covered by Hagerstown Ford in order to pass. Great! We took it to Bard's Automotive in PA to get inspected last week and were told it would not pass due to the fact that the left front wheel bearing was done for. They typed up a quote for us to give Hagerstown Ford, since they had given us their "word" that all would be covered to pass inspection. He proceeded to call Mr. Socks the following day and tell him that the truck did not pass inspection, that he had an estimate, and whether they wanted to have Bard's do the repair to pass inspection or whether Hagerstown wanted to do it. Back and forth for 2 days my husband was told, I'm trying to talk to different managers to get them to agree to pay for the repair to pass. At this point we are not sure what the big deal is since we were after all promised the payment to pass inspection for whatever was needed. Finally my husband asked for the main manager and got contacted with Mr. Scofield, whom to our excitement, tells him on Friday to bring it in at his earliest convenience the following Monday and that Hagerstown Ford would cover the cost as promised no issues! Awesome! So this past Monday morning I personally dropped the truck and keys off and was told, "this should be done either tonight or early tomorrow (Tuesday) morning". Excellent! Tuesday morning rolls around and still no word. My husband called that evening and they proceed to tell him that after almost 2 days it still had not even been worked on yet because the manager who told him to bring it in, quit?! We weren't sure how this was our issue, since this was the second person to assure us all would be covered and paid for, but he says ok so what's next? The attendant replies with, I'm trying to get with other managers to get it figured out and we will let you know. Wednesday rolled around and he called back again and asked for an update and was told, "the new manager said we would pay for half of the fix and you are responsible for the other half", my husband is livid at this point being lied to by 2 different people now and being out of a vehicle for 3 days at this point. He finally got put through to the manager Mr. Smith, whom is the one who made the half-pay decision. Mr.Smith had told him he couldn't hold the manager or the sales associate to their word because the salesman did not put it in writing and the other manager had quit. He said he hoped this did not put a bad taste in our mouth for Hagerstown Ford because he could have made us pay full price instead. After being ridiculously aggravated and feeling beyond cheated, we finally got the truck back this afternoon after paying $374. Morals of the story: don't trust these snakes, always get EVERYTHING put in writing because long gone are the times when a handshake and someone's word means getting their actual word, and lastly, do not step foot here for anything unless you want out of a vehicle for a week or more, no communication, a complete cluster, and a book of lies. Thank you Hagerstown Ford for nothing! Had we have had to do it again, you would still have a Dodge in your lot to screw someone else over on! More

Good experience Jon Koch, from coming in on his day off to working through all the details of my car purchase, was pleasant and helpful. The finance people were equa Jon Koch, from coming in on his day off to working through all the details of my car purchase, was pleasant and helpful. The finance people were equally pleasant and helpful. Indeed, it was a good experience. More

Jon Koch is the man! Jon was helpful and responsive and communicated very well. He was a true pleasure to work with. He went the extra mile to help us find the right car. Jon was helpful and responsive and communicated very well. He was a true pleasure to work with. He went the extra mile to help us find the right car. More

Awesome experience Never thought I would ever drive a brand new car in my life but they hooked me up. I will definitely buy from them again. Never thought I would ever drive a brand new car in my life but they hooked me up. I will definitely buy from them again. More

Very professional and easy to work with. Couldn't be happier with my experience. Very knowledgeable about their products and easy to work with. Everything went smoothly from the time I got Couldn't be happier with my experience. Very knowledgeable about their products and easy to work with. Everything went smoothly from the time I got there until I left. Highly recommend. More

body shop purchased new f150 in oct. of 2015, noticed lately that the 2 front doors did not align with the back doors or the fenders, set up appt.at the body sh purchased new f150 in oct. of 2015, noticed lately that the 2 front doors did not align with the back doors or the fenders, set up appt.at the body shop, they had for a total of 2 days, when I picked up the truck it was better than the day I got it, they washed it, cleaned windows inside and out, cleaned all the floor area,and the doors where aligned perfect with the rest of the truck, big hats off to Duwayne. thanks Again ,Ronnie Lacey More

Very helpful. Easy to work with David was very helpful. The process of buying the car was very quick ans easy. David was very helpful. The process of buying the car was very quick ans easy. More

David is the Man!! Salesman David was very helpful and knowledgable, and has a ton of experience! Would recommend to anyone! Very great with kids and people in general!! Salesman David was very helpful and knowledgable, and has a ton of experience! Would recommend to anyone! Very great with kids and people in general!! Makes car buying a great and exciting experience! More

Straight Forward and Down Right Awesome I went to this dealership after I realized a cracked frame on my ranger while fixing my brake lines. I went into the front door and a man approached m I went to this dealership after I realized a cracked frame on my ranger while fixing my brake lines. I went into the front door and a man approached me and asked me what I was looking for. I'm a younger gentlemen, and so I said used cars. He called up Mike Reid who came up and met me and took me back to the used lot. He asked what I was looking for, I told him, and he took me right there. He showed me a few cars and asked what price range I was looking around, I told him straight up. A truck drove by as we were talking and he said "oh hold on, this car was just traded in not too long ago, let me go check the price range on it." He brought me to the car asked me what I thought and it was NICE! A well maintained 2012 F-150 with only 46k miles! Took it for a test drive, went up to the office to see what I could qualify for, and bam, a great deal. The car ended up getting certified (free brake and rotor replacement) and they gave me a free loaner car while this all happened over the weekend. Got a call, came back and grabbed the keys, Mike even helped me hook up my phone to the blue tooth before I left. From the moment I arrived to the moment I left I was treated extremely well and without all the typical xx you hear about that happens at dealerships. They knew I was ready to buy and helped me find the perfect car at what I consider a solid deal. This was my first time buying a car from a dealership and I have to say that it really was a great experience. I gotta say if you want to be in and out with a deal ask for Mike Reid. More