Rowe Westbrook

Terrible service experience due to faulty factory-installed tires (Pirelli Scorpion MS), slow communication, and weeks without resolution. If I could rate the sales and service departments factory-installed tires (Pirelli Scorpion MS), slow communication, and weeks without resolution. If I could rate the sales and service departments separately, I would. While Dexter in sales deserves credit for stepping in and advocating for me, the service department has been deeply disappointing, disorganized and slow with poor communication. ⸻ Timeline: July 3, 2025: I dropped off my 2025 santa fe hybrid calligraphy due to a vibration that started after my 7500 mile service. I Drive ~1300 miles per month. Called multiple times to be able to drop off my vehicle as it seemed to be a l maintenance issue. Was initially told nothing was available until July 21. July 3–15: Vehicle at the dealership for 12 days. I was told that the Pirelli Scorpion MS tires were the likely cause (seems to be a common issue after finding other complaints online; durability/bulging/balancing/uneven wear). No loaner or rental was available/offered. I had to call for updates a couple of times. I knew it would take a little longer, but this was excessive. July 15: I picked up the car and the front left and back right tires were replaced. Odd that the replaced tires were not both on the rear given that’s the standard for 2 new tires. July 16: Vibration returned. I stopped driving it due to the frustration and concern for safety. July 21: Returned the vehicle monday at 8am with an appointment. Diagnostics were not completed by end of day. I requested a brand switch for the tires due to the known issues with Scorpion MS. July 22: 5 PM, still no update. I called for a status twice with no response. I had to email my sales rep out of desperation. July 23: Still no call from service, but Dexter from sales stepped up and advocated for me. Decision was made to switch to a different set of pirellis which would be covered, which was appreciated. July 24th: No contact or update about the tires. July 25th: Still no phone call/update. Haven’t been told if it’s ordered, or how long it will take. No apology for the delay. Dexter then emailed me and we had a professional conversation on the phone and he let me know the tires weren’t in yet. I explained my frustration that if service had just done their job on Monday, I would have my car back by now. ⸻ What should have been a simple tire swap and diagnostic has now dragged on for weeks. Despite my multiple good-faith efforts, the service dept consistently failed to meet basic standards of professionalism. This has easily been my worst service experience. If I had known this would be the level of support for a new vehicle, I likely would have stuck with Subaru instead as their reputation and my experience with them for customer service was miles ahead. Every single visit I was updated within 60-90 min. No problems getting a loaner. Dexter in sales showed initiative and care. He’s the reason I held off on a review. Unfortunately the service department continued to fail to communicate. If you’re looking to purchase a hyundai, both mike and dexter were great. Just make sure you don’t have the Scorpion MS, verde or AS plus 3 given similar issues online. However, if you’re hoping this can be your service center, then I advise you to stay clear. I was incredibly patient with them and this is what happened. It’s not worth the hassle and you can’t trust them. This is obviously a systemic department issue. The 4.7 stars i suspect is mostly based on their sales team and regular maintenance. A total of 16 days in the shop for faulty tires, no loaner and 3 weeks of being unable to drive my vehicle. What a gold standard. Also not the safest idea to replace faulty tires with faulty tires. Very nice of them as they should be well aware of scorpion issues by now. At this point I may face retaliation while they still have my vehicle, but other people should know how bad the service is as well as the scorpion tire issues. Red Flag when the sales team cares more than service. More

It is a long story, but they did not look at our vehicle for a week and a half. Then it was one thing after another. After telling the service department person (a male) that this was not acceptable way to for a week and a half. Then it was one thing after another. After telling the service department person (a male) that this was not acceptable way to do business he said he didn't like my "attitude"!! We had replaced the brakes in the vehicle at our garage and then come to find out it was the computer system that was screwing up the ABS. We finally got it back after TWO WEEKS and had to pay just over $2k, added on to the new brakes that did not need replacing. What took the cake is they told us they would refund the service IF we gave them a 5 star review. We were thinking this is kind of sketchy, but for $2k we reluctantly carried out our end of the bargain. What did we receive? Well first they said they would replace the keys that they had lost (yes, they lost the keys, along with my father's dog tags). Then when we came back saying that wasn't what we agreed upon they said they would call back the following Monday. Guess what? We did NOT hear from them. We called and left a message that Monday afternoon; have not heard a peep since and that was approximately 6 months ago. The person who was supposedly getting us a refund's name is Debbie. More

Rowe Ford Westbrook intentionally damaged my transmission between Oct 9th and Oct 30th, 2024. They did so to prevent me from exercising my warranty rights under the State of Maine consumer protection law. between Oct 9th and Oct 30th, 2024. They did so to prevent me from exercising my warranty rights under the State of Maine consumer protection law. They have failed to offer any truthful rebuttal of the facts of the case and have refused to have any meaningful discussion or effort to resolve the case. In my opinion this occurred because of a toxic environment created by the management and ownership of Rowe Ford. More

Shout out to the unsung heroes in the Parts Department & Collision Center! They overdelivered by helping me out after a chunk of my car exterior flew off (I believe in a car wash) during a 600 mile round tr Collision Center! They overdelivered by helping me out after a chunk of my car exterior flew off (I believe in a car wash) during a 600 mile round trip journey out-of-state. Did not sell me on anything I didn’t need. Quick turnaround time and good communication. This is the second Ford vehicle I’ve either bought at Rowe or had serviced, and I would continue to recommend them! More

I have had my 2015 Ford Edge serviced at Darlings, Casco Bay and now Rowe. Hands down, Rowe has provided the best service! Adrianne Mcallister, my service advisor, "is nothing less than extraordinary" I'm f Bay and now Rowe. Hands down, Rowe has provided the best service! Adrianne Mcallister, my service advisor, "is nothing less than extraordinary" I'm feeling very fortunate to live in Westbrook and will be taking my Ford Edge to Rowe anytime it needs service. Thank you Adrianne and Rowe Ford! More

My husband and I each have Fords as well as my son. We all purchased our vehicles from Rowe Ford. Westbrook. we service our cars at the purchase location and feel we feel that our vehicles are safe, re We all purchased our vehicles from Rowe Ford. Westbrook. we service our cars at the purchase location and feel we feel that our vehicles are safe, reliable and comfortable. The sales department has been excellent. We’ve had service issues in the past, but they’ Half promptly been taken care of by the excellent management team we would like to mention Deb Goodine for going above and beyond to make sure our needs were met we will continue to be loyal customers and refer people your way thank you Susan and Glen Michaud More

We purchased a brand new Hyundai from this dealership. The salesman was great. When it came time for our first service we started having concerns. Trying to schedule was difficult. The person kept saying The salesman was great. When it came time for our first service we started having concerns. Trying to schedule was difficult. The person kept saying my mileage was not enough even though we had purchased an extended warranty that clearly stated it was. We has also received an email that there may be a problem with our engine control system and should have our car checked at our earliest convenience. The person scheduling my appointment told me to disregard that email and continually spoke to me in a condescending tone. We went to our service appointment and by now we had a check engine light on. Unfortunately, because the person scheduling my appointment refused to acknowledge my request to follow up on the email I received they were unable to check my car out that day. So now we had to make another appointment. We did and brought the car back 2 weeks later. When checking in and not before we were told we had to leave the car all day or reschedule again. Luckily we have a relative near this dealership that bailed us out. When I shared my feelings of this being the worst service experience for a brand new car I was told by the woman at the desk that I “ was being quite harsh”. I don’t think so!! In the end there was a problem with the emissions and the part is back ordered which means another service appointment. We can only hope their customer service has improved by then More

had my truck serviced twice for the same issue,, now it's in again ,, ill b looking for another service station in again ,, ill b looking for another service station More

I dropped my car off for an extended repair. I received excellent service from Aria Kneeland for the repair, but my car was returned to me with a scratch in the paint that was not present when I received excellent service from Aria Kneeland for the repair, but my car was returned to me with a scratch in the paint that was not present when I left it with Rowe. I emailed the service department regarding my concern but still have not heard from anyone three days later. I expected Rowe to respond and address this, not to be ignored. More