Hines Park Ford

The Hines Park Ford salesperson Nicholas Penrose engaged in deceptive business practices. When the vehicle arrived, he tried to overcharge me for the vehicle. He sent numbers that didn't add up and insist in deceptive business practices. When the vehicle arrived, he tried to overcharge me for the vehicle. He sent numbers that didn't add up and insisted that the Out The Door price was more than we agreed. I had to send him a detailed Excel spreadsheet showing how his numbers were wrong and the numbers we agreed to with a copy of our agreement for him to finally agree to the correct price. The salesperson also pressured us several times to come in and pick up the vehicle. To accommodate his constant requests, we agreed to come in at 5:00p on Friday. My Wife met us at 5:30p. when she got out of work. We wanted both of our names on the vehicle. Since the dealer closed at 6:00p, he rushed us through the purchase paperwork. Upon reviewing it over the weekend, I identified that he set up the extended warranty to charge us a $100 payment every time we brought the vehicle to the dealership for a repair. This was not disclosed when he provided the price for the warranty. His explanation for this deception was that the deductible was standard. We canceled the warranty with Hines Park Ford and purchased a longer and more comprehensive one through another Ford dealership for $1,000 less. The Hines Park Ford service department also lied to us and was not willing to properly cover items under the Ford Bumper-to-Bumper Warranty. Within 48 hours of owning the vehicle and while driving 35 MPH on a smooth surface, the rear drivers-side window shattered. I notified the salesperson instantly. He said he had no idea if it would be covered and quickly directed me to Brett Provenzal in the service department who indicated they would need to contact Ford to see if they would cover the replacement. Brett called me back to say that they filed a claim with Ford and that Ford would not cover the $1,000 cost to repair the window and the cost of fixing the paint that was scratched by the falling shards of glass. I called Ford customer service. They looked up the records and indicated that the dealership did not file a claim. I filed complaints against the sales department for their deceptive business practices and the service department for lying to me with Ford customer service. After that I was not able to reach via email or phone the Ford customer service person who said that she would be my dedicated representative. I received a call from Brett indicating that they would split the cost of the window repair with me and that the cost of repairing the paint would be over $500. Since the Ford customer service representative told me that glass was guaranteed for 12 months under their warranty, I couldn't believe that the dealer still wanted to charge me. I contacted a friend who worked at Ford looking for a recommendation for a different dealer. I told him the story and he also couldn't understand why the dealer was giving me the run around. He contacted the Bronco team and they called Hines Park Ford and got them to cover the cost of both the glass and the paint. I received a call from Brett saying that the dealer now decided to pick up the entire cost of the repairs. I also received an email from the clueless salesperson giving Brett the credit for getting the repair done at no cost. I picked up the vehicle two weeks ago. A piece of molding still needs to be replaced, but I have not heard back from the dealer. I have not owned a Ford product since buying a used 66 Mustang. The purchase of this $50,000 Ford Bronco has been the worst new car buying experience I have ever had. I would not recommend Hines Park Ford to anyone. If I did not spend my time documenting the correct price for the vehicle, I would have been over charged by $1,500. If I did not read the warranty agreement and catch that all the fees were not disclosed, I would have been paying $100 every time I brought the vehicle to the dealership. If I did not call in a favor from a friend, I would have not obtained the free repair that Ford should have provided under their warranty. I know how difficult it is for a vehicle manufacture to conquest a buyer who is loyal to another vehicle brand. This terrible buying experienced has greatly tarnished Ford's reputation, and I have been going out of my way to tell everyone about the poor experience I received at Hines Park Ford. More

After using their online "value your trade" app that said our vehicle is worth 34k. The salesman prepped us for their low-ball offer of 30k.. While they had 2 other vehicles of the same model with less optio our vehicle is worth 34k. The salesman prepped us for their low-ball offer of 30k.. While they had 2 other vehicles of the same model with less options & more miles for over 36k.. I understand they will make money on the vehicle we trade & the vehicle we purchase, that's how it works. Get rid of the app if you are not even going to be close on your offer.. A waste of my afternoon was my dealership experience at Hines Park Ford.. More