Hagerstown Ford

Hagerstown Ford responded

Dear knahs21702,

Hagerstown Ford responded

This response will be in two to three consecutive messages do to the length... but I do believe I address your concerns. Thank you for you patients... Eric

Hagerstown Ford responded

taken it and wouldn’t be responsible for paying for a new engine or transmission. When I pulled your file – I notice you were offered an extended warranty for $1689 – it appears that Mike had added an extra “1” making your cost $11,689 while trying to get you an estimated payment. I feel sure this is just a matter of human error and his intention weren’t to sell you a warranty for that much money. As much as we would all like to claim we are perfect and never make mistakes… every now and then it happens. I assure you – that even if you would have taken the warranty for the additional 261 a month… the system would have kicked it out… I also have to believe Mike would have caught that mistake upon printing the final paper work. As far as the payment options… It is a matter of practice at our store to negotiate the terms of financing from the sales desk. This is in an effort to speed up the time spent waiting for finance. Jack must have told the finance department you were wanting a 72 month term. There is no benefit for Hagerstown Ford to stretch a payment term. In closing… I am very thankful for your business and very sorry for our shortcomings… We pride ourselves in being in the top ten percent, of all Ford Dealers, in customer satisfaction and NEVER want a customer to feel upset with any part of their transaction. Thanks again! And congratulations on your new C-Max!

Hagerstown Ford responded

Which moves us to your last concern – the payment confusion. We are required by regulations to be sure to offer every customer extended warranties and gap insurance. Here is why… at some point somebody, somewhere, bought a car and totaled (wrecked) it. When they found out the insurance company would not pay off the entire balance they claimed that some dealer, somewhere, never offered them gap insurance… and had the dealer offered them gap insurance… they would have definitely enrolled, which would have paid off the balance of their totaled car. This also happens in the service department with blown engines or busted transmissions – a person will claim they were never offered an extended warranty and had they been offered an extended warranty… they would have

Hagerstown Ford responded

As far as the wait times… I agree! This is a constant struggle with-in the car business and high volume dealers. The day you were here… Hagerstown Ford delivered 26 vehicles, which were all within a 6 hour timeframe. Sometime customers take 30 – 60 minutes reading over all the contracts. We take the mentality that a car purchase is a huge investment and should be handled with care. For most of our customers their new car will be the largest investment they will ever make in their life. I know people that will spend all day shopping at the local mall to spend a few hundred bucks… but will get upset to spend 3 – 4 hours to fork over 50,000 bucks and months of payments. Every Customer is different and has to be treated in the manner that best works for them while still taking the time to protect all legal aspects of the transaction. I wish there was a fix to speed up the wait times, but we can’t take the Walmart mentality and just add another cashier when the lines get long… we have to be sure our finance people are trained and professional.

Hagerstown Ford responded

As it pertains to your concern about doing finance paper work on the day before your car ever arrived… I hope you can understand that Hagerstown Ford is a business that has to carefully manage its inventory to make sure we have the best available selections to take care of our entire customer base. Even though C-Max is an awesome car and best in its class… we choose to stock a better variety of our volume cars and trucks such as Focus, Fiesta, and F-150’s. The Down side is every now and then we have to locate a car outside the 10 or so we have in inventory because we won’t have the right color, etc. If we go outside to bring in a car for a specific customer we have to write a check for that car. Meaning – the other dealership is selling us that car… at a profit. Just like any business… if we bring in a car to meet the specific needs of a customer we want to be sure we won’t be stuck with that car in our inventory. This is why it is important to get all paper worked signed on your car before we can be authorized to go purchase it from another dealer. This is also the reason for the mix up in the VIN’s. Because it was so busy that day and Jack and Mike were trying to get you out of here sooner than later… They used a “Like” C-max we already had in inventory to work out your price and payment terms… but wasn’t cleared out before finalizing your deal. Again… no excuse for this… but we were truly just trying to accommodate you by locking down the vehicle you wanted. This also would have been flagged once the C-Max was physically on the lot and put into the system.

Hagerstown Ford responded

I want to address your fist concern – being bounced around. It is our policy that our customers get all the information they want ASAP. In your situation you came to us by way of internet. We have specific individuals whom communicate with you over electronic media so we can be sure you get the attention you need. Most internet customers want to have everything handled and figured out before they ever arrive at our physical location. However, once you schedule an appointment we want to make sure we pick the best match your for your needs. Jack is our C-Max specialist so it would only make sense we pair you up with Jack. Since Jack was spending his only day off with his family he was not available the day you scheduled your appointment. This is why we had Doug, whom is also very knowledgeable in hybrid technology, wait on you on Jack’s behalf. As luck would have it… we apparently did not have the specific vehicle you wanted in our inventory, which caused us to go outside our dealer base to locate the vehicle that fit your wants and needs. Once we were able to find your C-Max from another Dealer and get it here over the next day or so… Jack was here working his regular shift. At that point we felt it be best to allow the specialist (Jack) to complete the delivery. By your reviews on Jack I’ve got to believe that was the best move on our part. It definitely was not our intentions to make you feel like a football, rather give you a great experience.

Hagerstown Ford responded

I want to address your fist concern – being bounced around. It is our policy that our customers get all the information they want ASAP. In your situation you came to us by way of internet. We have specific individuals whom communicate with you over electronic media so we can be sure you get the attention you need. Most internet customers want to have everything handled and figured out before they ever arrive at our physical location. However, once you schedule an appointment we want to make sure we pick the best match your for your needs. Jack is our C-Max specialist so it would only make sense we pair you up with Jack. Since Jack was spending his only day off with his family he was not available the day you scheduled your appointment. This is why we had Doug, whom is also very knowledgeable in hybrid technology, wait on you on Jack’s behalf. As luck would have it… we apparently did not have the specific vehicle you wanted in our inventory, which caused us to go outside our dealer base to locate the vehicle that fit your wants and needs. Once we were able to find your C-Max from another Dealer and get it here over the next day or so… Jack was here working his regular shift. At that point we felt it be best to allow the specialist (Jack) to complete the delivery. By your reviews on Jack I’ve got to believe that was the best move on our part. It definitely was not our intentions to make you feel like a football, rather give you a great experience.