Tom's Ford

Dear Tom’s Ford Team, I am writing to express my deep disappointment with the recent service experience I had at your dealership. To provide context, I originally purchased a vehicle from Tom’s Ford in disappointment with the recent service experience I had at your dealership. To provide context, I originally purchased a vehicle from Tom’s Ford in October 2024. While my initial experience was far from positive—particularly due to the finance manager’s poor customer service and high-pressure tactics—I appreciated the efforts made by Charlie, Devon, and Matt to rectify the situation. Their follow-up, professionalism, and willingness to help turned things around, and ultimately I left with a Ford Mach-E that I’ve been very happy with. I was grateful for the way they stepped in to correct the situation. However, my most recent service visit regarding a battery issue and the replacement of the off-board charger control module has brought me back to square one in terms of my trust and satisfaction with your dealership. Interactions with Mary and Joe were less than stellar. I fully understand that recalls and technical repairs fall under Ford’s responsibility, not the dealership’s. But what is under your control—and what makes all the difference in customer loyalty—is your communication, customer service, and professionalism. Unfortunately, during this latest visit, I experienced a severe lack of all three. The staff I encountered were disengaged, uncommunicative, and, frankly, disrespectful. There was no effort to explain the repair process clearly, no initiative to keep me updated, and no display of the courtesy or professionalism that customers should expect. It felt as though dealing with customers was a burden to your team, and it showed in both attitude and behavior. If employees are so unhappy in their roles that it impacts their interactions with customers, then perhaps it’s time they re-evaluate their place at the dealership. But as a customer, I will not accept being ignored or disrespected. It’s clear that the dynamic at your dealership has changed, and unfortunately, not for the better. The leadership and standards that were once demonstrated during my earlier issue now seem absent. I hope you take this feedback seriously. Respectful and professional service should be non-negotiable, regardless of the situation. I’m not looking for excuses—only accountability and meaningful change. More

Received very good service during my visit to purchase a certified car with a trade in certified car with a trade in More

Gerry Donaghue was my agent. He is a consummate professional that I enjoyed interacting with. It took about three months to get the final vehicle. He’s stuck with me explain my o He is a consummate professional that I enjoyed interacting with. It took about three months to get the final vehicle. He’s stuck with me explain my options and in the end delivered the product I was looking for my best recommendations for.Gerry More

Don't properly inform you about all the possibilities when you schedule a service. Don't tell you they could have your car for multiple days. People don't have jobs to just not go to work for multiple da when you schedule a service. Don't tell you they could have your car for multiple days. People don't have jobs to just not go to work for multiple days. Customer service was horrible. Joe if that's his real name was very condescending to my wife on the phone. If your lazy and don't want to do your job just quit. Customer service is a very important part of your job. Will not bring my service back to Tom's Ford will be telling everyone I know not to use your dealership. Hire people who will not speak rudely to your customers. More

The employees were very nice and helpful in getting this truck for me. This is my second vehicle from Tom’s Ford and have been very satisfied with both purchases and with the service and parts departments. truck for me. This is my second vehicle from Tom’s Ford and have been very satisfied with both purchases and with the service and parts departments. More

I was very pleased with my new car from Tom’s Ford and Billy the salesman. He got me what I considered a fair deal and I glad I was able once again to to a deal with Tom’s Ford. Joe Billy the salesman. He got me what I considered a fair deal and I glad I was able once again to to a deal with Tom’s Ford. Joe More

Billy was a great help. Was very responsive and assisted with the search and pricing. Would recommend Was very responsive and assisted with the search and pricing. Would recommend More

This dealership is bar none the best around. Gave me a direct up front out the door price immediately upon calling them. Confirmed the car I wanted was in stock, made an appointment and was trea Gave me a direct up front out the door price immediately upon calling them. Confirmed the car I wanted was in stock, made an appointment and was treated with care for the entire time I was there. Pamela was great on the phone, Molly was helpful all day as our sales rep, and Armaan was informative and not pushy as the finance manager. Highly recommend. More

Awesome experience got dream car my sales rep Rob Delarosa was phenomenal, nice and knowledgeable . Car rocks Delarosa was phenomenal, nice and knowledgeable . Car rocks More

Debbie Wagner was amazing! ! Very knowledgeable & helpful! Great experience! Highly recommend this dealership!! Will tell my friends ! Very knowledgeable & helpful! Great experience! Highly recommend this dealership!! Will tell my friends More