Town East Ford

I recently had a very disappointing experience at Town East Ford, located at 18411 Lyndon B Johnson Fwy, Mesquite, Texas, on August 16, 2024. On August 15, 2024, I contacted the dealership about purch East Ford, located at 18411 Lyndon B Johnson Fwy, Mesquite, Texas, on August 16, 2024. On August 15, 2024, I contacted the dealership about purchasing a car listed on their website. Over the phone, I was assured that the online price would be the final price. My husband and I then drove over an hour to the dealership on August 16, 2024. Upon arrival, we were shown two Ford Bronco Sports and a Ford Escape. After test driving the Ford Escape, we decided to proceed with its purchase due to the current interest rate incentive from Ford. However, when we began the paperwork, the salesman, Matthew Haile, presented a price that was significantly higher than the one listed online. He explained that dealer add-ons accounted for the additional $3000. While we did not like this, we accepted it. Despite our acceptance, we insisted that the original price match the online listing. Our goal was not to haggle the price but to pay the price advertised on Town East Ford’s website. After several rounds of negotiation, we were finally offered the online price plus $75 plus the $3000 additions that they said were required. Matthew then asked us to sign a document that did not reflect the final agreed-upon numbers. We refused and requested a new printout with the correct figures. This request seemed to anger Matthew, who left and returned with his manager. The manager, who was also visibly upset, rushed us through the process, citing his need to get home to his children. Despite his rudeness, we signed the document with the correct numbers. As we were discussing our down payment amongst ourselves, Matthew returned and began yelling at us, accusing us of not trusting him and manipulating the numbers. He claimed to feel disrespected. My husband attempted to calm the situation by complimenting Matthew and thanking him for his knowledge. However, Matthew continued to berate us. This belligerent behavior occurred after we had already agreed on a price and were ready to pay. When I asked why he was upset, he told us that we could leave if we didn’t like the situation. We got up to leave, and Matthew stood up and started yelling some more and acted like he wanted to fight. My husband looked at him and loudly said, “Cut It,” and Matthew backed down. Consequently, we left without purchasing the car. This experience has left us deeply disappointed and questioning our loyalty to Ford, despite currently owning three other Ford vehicles and several other Ford vehicles in the past. The unprofessional behavior and hostile environment displayed by both Matthew and his manager suggest that this is a cultural issue within this dealership. Furthermore, the practice of advertising a price online and then inflating it with undisclosed add-ons constitutes false advertising and is a violation of consumer protection laws. We should not be treated this way when we are trying to make a purchase. I hope that by bringing this to your attention, you can take the necessary steps to improve customer service and ensure that future customers have a more positive experience. More

In the service department there was a CSR that lied to me. I dropped my truck off for recall repairs at 7:15am. The CSR took my information and said it would take several hours. I called around 2pm and t me. I dropped my truck off for recall repairs at 7:15am. The CSR took my information and said it would take several hours. I called around 2pm and the rep said it was not finished yet. 6:10pm I called and the first sales representative did not one to help and said I’m sorry we don’t have your truck but service opens the next day. I asked for a manager and the phone call hung up. A second representative got me a manager and then I had a call from the service manager. She was awesome. However, her worker lied to me in the morning when I dropped off my truck when I was seeking her. Then, he said he would call me when my truck was finished, and I got nothing. 2 different situations cost me time and energy. All the representative needed to do was follow up with me as a customer to inform me of what was going on with my truck. If the technicians don’t care about the customer the experience will keep people from coming back to this location. I’m due back next week. More

Worst experience. I liked a car online, and when I went to go see if the first time I was handled with a lady who could care less about me buying. However I liked the I liked a car online, and when I went to go see if the first time I was handled with a lady who could care less about me buying. However I liked the car. (keep in my mind I have a lot of experience w car buying). Anyways, my family loved the car enough to come back the second day. It was a USED car. Also pretty expensive, but still decided to buy it because we couldn’t find that color anywhere. Anyways, after we loved it, and was informed the price will be only book value + tax and title, we agreed. Dealer decided to add an extra “dealer fee” worth over $2,000. And said that the payment is fixed, and no way it will be lowered (before even running my credit). Anyways knowing much about car buying (have a business w cars), the dealer refused to remove that “dealer fee” from a used car. I’ve never had a dealer fee from any other dealer with a USED vehicle. We spoke to the manager about situation, and he was very rude. Said either pay the price or leave. After the way he spoke to my family we decided to leave. Exactly 3 days later the sales rep calls and decides that the fee can be removed and we only will pay book value. No thanks. Why was the manager so rude and now when the car isn’t selling you decide to work with me? After humiliating us? Never buying from them again! Always go to a bigger dealer with more worth ethic. I bought a nicer vehicle for the SAME price as an older. More