Crossroads Ford Apex

Good experience of buying, terrible experience of service I bought a Ford Fusion 2013 two years ago. It was good experience to buy a car from the dealer called Patrick Rowe. But after you drove your car out o I bought a Ford Fusion 2013 two years ago. It was good experience to buy a car from the dealer called Patrick Rowe. But after you drove your car out of the store, the thing changed. I paid $800 for a warranty extension, following Patrick's suggestions. It was said to be "Ford warranty" and "for another 72 months or 60,000 miles". He told me that it will be active after the default Ford warranty of the 3 years and 30,000 miles. And he told me that I can cancel it any time I want and get full refund if I didn't use it. Ok, those are not true. It is not from Ford, rather than a infamous company of Equi-pro. And there is a fine print at the end of contract says "the agreement expires by the time from Manufacturing's In-Service date or mileage measured from zero (0), whichever occurs first". So I just wasted half of the $800 because the first 3 years and 30,000 miles are already covered by Ford. I tried to cancel it, but it costed my 24 calls to Crossroads Ford Cary and Equi-Pro to solve this problem. Considering the terrible experience, I will not suggest anyone to buy from Crossroads Ford Cary, because the people are trying their best to mislead you and steal from you. If you buy from them, you will deal with them in the next few years. Do yourself a favor: don't buy from Crossroads Ford Cary. More

70,000 dollar truck listed. Deceptive! Went to this dealer to drive and purchase a F450 on the site. Truck had been relocated to dealership 3 hrs away and no one seemed to know when nor had Went to this dealer to drive and purchase a F450 on the site. Truck had been relocated to dealership 3 hrs away and no one seemed to know when nor had a reason truck still on page for last week and tonight is still listed as there! Looked at a black and tan f350 dually on the showroom floor and truck had at Least a cup of mud still caked in running boards, left front spring had been spray painted and the artist carelessly painted the shock boot as well. Brand new drop in bedliner makes surface look nice but lift it and find the trash left in the bed from the previous owner! Salesman explained all of this as "well you expect to see some imperfections in a used vehicle" and continued to throw his team under the bus with his "I'm just the middleman" comment when asked several questions. Further he states this f350 was "just received in" and that was another explanation for the "imperfections". I have never seen a vehicle that was just received on a showroom floor prior to being detailed....I'm pretty sure the intent was to sell it this way because the King ranch package is pretty on the inside. DUE TO THE LACK OF HONEST ANSWERS and DECEPTION WE WOULDNT BUY ANY THING HERE. MAKES ONE WONDER WHAT ELSE IS HIDING????? BE CAREFUL!!!!! More

Sam James excellent service Sam James provided truly exceptional service. I called in set up a time and had the car serviced in no time. Thank you for the speedy service and will Sam James provided truly exceptional service. I called in set up a time and had the car serviced in no time. Thank you for the speedy service and will definitely be returning to you for future service. Thanks- Neil More

Service Department My grandpa retired from Ford. My entire family buys Fords, I haven't until 2 years ago. I have taken my Ford Fusion into the service for more than 6 My grandpa retired from Ford. My entire family buys Fords, I haven't until 2 years ago. I have taken my Ford Fusion into the service for more than 6 times in a 12 month period. They have kept my car for at least 40 days to attempt to fix my keypad. Everytime I type in my keypad and open my door, all of the doors unlock and my trunk pops open. I know the buttons to make it to do it. They've had my change my keypad code. I've reset it twice. They've replaced my keypad. It does this DAILY and I'm so tired of it and so tired of taking it in I've tried to just deal with it because the treatment there is so horrible I'd rather deal with an open trunk driving in downtown Raleigh than to take it in. Jeff the service advisor has been so rude he's thrown my keys at me when I've come to pick it up and then they tell me they can't fix it and I say I don't want it back then until you do. Sending me home with a broken car is not good service. I haven't taken it back in about 3 months to try to avoid them but I couldn't stand it anymore and it's so unsafe, so I made an appointment for Saturday. I came in to drop it off and Jeff said he didn't know I was coming but he didn't have a loaner car for me anyways. I said well it's the same problem, I've contacted Ford since this service department has been telling me we can't fix this problem. Ford said to take it in until they fix it. Jeff said well I wish Ford would tell you something else I can't fix your car. So he said he would call me when he had a loaner car in for me. I'm calling down there again today to the manager because at this point I can't stand to deal with taking it in every 2 weeks for them to tell me they can't fix it. That is not a solution and the customer service here is so terrible I feel like a burden. Don't use this service department-Don't buy a Ford More

Wow!!!!!!! Highly recommend!! My husband and I had been to other dealerships but something was different at Crossroads Ford from the moment we stepped in the door! We were immediat My husband and I had been to other dealerships but something was different at Crossroads Ford from the moment we stepped in the door! We were immediately greeted and met with Mark! WHAT A ASSET TO YOUR COMPANY!! He was very knowledgeable, honest, caring, kind and most of all sincere. I felt like we were meeting with an old friend. We never felt like we were being pushed into anything. We told them our budget, what range we wanted our payments, and we left with a truck under both of those. They were easy to work with and Mark has spoken to my husband since the purchase. As a mom, the best part for me was when we went to the financial office to sign the paperwork. Mark offered to take my son to the playroom. I went to check on them a few minutes later and my 19 month old was in his lap and Mark was reading him a book! Long story short, I don't think we could have found a better place to purchase a vehicle. AND since our purchase, we have had several people who have told us of their positive experience. A+ all around, I wish I could give more than 5 stars!!!!! More

Twice as Nice After some searching for Ford models across the immediate area, my wife and I decided to make the trek to Cary from Pinehurst based on the inventory a After some searching for Ford models across the immediate area, my wife and I decided to make the trek to Cary from Pinehurst based on the inventory at the Crossroads Ford Cary location. We were met at the from door by name by an employee we didn't talk to on the phone, which was a nice touch in setting up the relationship. Lisa Esposito the Internet sales manager then met us at the door and introduced us to Steve Schmidt, one of the sales associates. He then asked us some questions to get on track since we were not sure on the model for my wife. After several test drives, we were able to determine that he vehicle my wife wanted was an Edge, but not any one of the ones on their lot. I was good to go with a 2014 Fusion Titanium. With a quick bit of research we found the right edge at Crossroads Infiniti, which was expediately brought over to the Cary lot for us by Gary Feldman who was extremely helpful in e transaction even though the sale would not be his own. We got great trade in values for both of our vehicles and although it took a little extra time since we were buying two vehicles, I could tell that the staff was diligently hustling to make the transaction happen as quick as possible. The sales manager even bought us dinner at a restaurant of our choosing when we started pushing into dinner time. AJ Farnsworth was the manager than closed us out in the transactions, and he accommodated all of our needs to complete the transaction in a timely and courteous manner. I could not have been more pleased with the sales staff at the Cary Location or the 2014 Fusion Titanium and the 2013 Edge Limited that we acquired. Steve and AJ were true professionals and I could tell that not only were they there to help me but hey really enjoyed working for Crossroads regardless of the long hours on a Saturday night, and made the effort to make sure my wife and I understood how the systems in the vehicles worked and were a 100 percent satisfied before we left. I will probably never buy a vehicle from a different dealership again, and I look forward to the buying experience with this staff. Thank you Steve and AJ and he entire Crossroads Ford Cary staff for all your help. -Matt N. More

Lemonade out of lemons! CrossRoads Ford in Cary was amazing! My first car buying experience in over 11 years could have ended badly, but the GM was determined to make my unus CrossRoads Ford in Cary was amazing! My first car buying experience in over 11 years could have ended badly, but the GM was determined to make my unusual situation RIGHT and RIGHT he did! I initial bought a 2011 Ford Flex and the night I picked it up and drove it off the lot - it actually broke down 2 blocks from the dealership. My heart dropped to my stomach and I all my joy and happiness turned into stress, worry and anxiety. I was able to get turned around and I drove it back. My sales person drove it right over to the service station and they allowed me to drive my old car home. At first the service department wasn't giving us answers or calling us back. When we called first thing on Monday the GM got right on the phone and assured us that he would do whatever it took to make this right. 4 days later I drove home in a gently used 2014 Flex for the same price! I LOVE THOSE GUYS AT CROSSROADS! More

Irate staff in service dept I love it when a brand new vehicle needs to be fixed and I have to visit the dealership 4 times to get it fix. They blamed Ford motors for sending par I love it when a brand new vehicle needs to be fixed and I have to visit the dealership 4 times to get it fix. They blamed Ford motors for sending parts out late and sending them the wrong parts which I know is a crock of crap. They screwed me on a shuttle ride to my work. This is my last ford after this. More

No Quick Service I bought a new 2014 Ford Focus in February and wanted to bring it in for 6 month checkup as reminded by my salesperson. Called service department to I bought a new 2014 Ford Focus in February and wanted to bring it in for 6 month checkup as reminded by my salesperson. Called service department to schedule appointment and they said no appointments are taken for this work I just need to bring it into the "Quick Lane". When I got there about 9:30 am I waited 15 minutes in line to talk to someone. Then they told me its a 90 minute wait before my vehicle would be looked at, and could not tell me how long it would take to do the service until assessed. I asked if there was a better time to come in, and they said maybe 1:30 or 2 pm, but no guarantees as they were usually busy in afternoon if busy in morning. He said, "So unless you can spend alot of time here I would wait for your car to alert you that it needs service." At least he was honest and friendly about warning on how truly "Quick" it would be, basically while it will take more time to drive to Capital Ford you can schedule an appointment and drop it off for service. I assume this "Quick" Lane gets vechicles still under Ford covered maintenance to go elsewhere. More

The Crossroads Ford of Cary Experience It comes with a heavy heart that I have decided to re-evaluate my future purchases of Ford products. I did not come to this decision lightly and it It comes with a heavy heart that I have decided to re-evaluate my future purchases of Ford products. I did not come to this decision lightly and it is hugely impacted by my recent experiences with Crossroads Ford of Cary. Although I am not a fleet or business customer, I have been a very active residential customer, not only with my personal vehicles, but also the hand full of friends that I have referred. I have been an avid buyer of Ford trucks since October 2010. Over 80% of my purchases in the last 4 years have been Ford and at Crossroads Ford of Cary (5 Trucks). Until December 2013, ALL of my purchases have been nothing less than exceptional experiences, in fact, I completed a survey to both the dealership and Ford referencing the dealership making me feel like a million dollar customer. While I waited on my pre-ordered 2014 SVT Raptor Special Edition to arrive, in November 2013, I traded in my 2012 SVT Raptor for a new 2014 SVT Raptor to serve as my daily driver. Even though it was expected to be months, someone at Ford made a wish come true and put forth an effort to ensure that I would get mine earlier than expected. The last week of December 2013, I was advised that my pre-ordered Raptor was on its way. I was so excited, that I immediately began the paperwork in trading in my 2014 SVT Raptor to ensure that there were no delays in receiving my new 2014 Special Edition SVT Raptor. Although I only owned it for 43 days putting only 993 miles on it, I was happy with the experience of owning it and was overjoyed knowing that nothing would be better than to get one of the first Special Edition SVT Raptors on the east coast and could not wait for it arrive. It was at this point that the relationship began to sour between me and the Dealership. These incidents are best described as follows; I completed the banking portion of the loan and did not have my checkbook with me that night for the $500 down payment that I wanted to put down. I asked if it would be ok to come in and pay it later especially since my new Raptor had not arrived and the fact that they already took in my 2014 SVT Raptor in on trade and secured indoors and they agreed. There were some minor delays in getting the vehicle in from the rail-yard to the dealership being a holiday, which was completely understandable. I received a call from the Finance person on a Saturday requesting that I bring in the $500 down payment check that day. I asked if my new Raptor had arrived and he indicated that it would be a few days yet. I informed him that I had planned to be in the Dealership on Monday to check the status of my pending delivery and asked if that would be ok if I could bring in the check then and he replied no, it had to be that day. I left a family outing to bring in the check to the dealership. I had to drive my wife’s car because at this point, I owned a Raptor that had not arrived yet and my trade-in was in the hands of the dealership. I did express my disappointment with this when I arrived at the dealership and felt that what was more important to them to receive the $500 check for a truck that they have not been able to deliver yet. It left such a bad taste in my mouth that I almost cancelled the deal altogether. If I did not want what I ordered so badly, I would have. I did receive an apology from the finance person and later got my Special Edition SVT Raptor. It was even more than I had hoped. However, my relationship with the dealership was changed. I started visiting the dealership less frequently and the place seemed to be like all other dealerships that I have visited recently. At this point, I couldn’t quite put my finger on what it was but still visited to at least keep good relations with my favorite sales person, Mark Royakkers. Mark has served me well over the years and hands down continues to do what is best for his customers (even beyond the incidents listed herein). In my opinion, Mark is just as much as a victim as I was. My most recent experience at the dealership definitely showed me that it is not me that is important to this dealership, it is solely my money. I derived this understanding from the events that occurred this past week. On Saturday, September 20th, I arrived at Crossroads Ford of Cary to see if any of the 2015 Ford trucks have arrived yet. Upon walking into the facility, I saw a 2014 Ford SVT Raptor Special Edition (Ruby Red) exactly equipped as the one I currently own just a different color and fell in love with it immediately. My personal sales person, Mark approached me and we commenced just as we always do. I saw that the price of the vehicle was 5,000 over list price and advised that the previous 4 Raptors were at list and I would not pay over list for this one. At this point we engaged the manager of the dealership and we negotiated the price to list price and at this point it was a deal. This was going to be my stow-away vehicle. I was approved for the loan and while in the finance office I remembered that I had $500 in earned customer loyalty bonus that I wanted to apply. The $500 loyalty bonus was earned in $100 increments for each Ford that I purchased during the past 4 years. $500 was the cap so it was time for me to use it. I informed the finance manager that I wanted to apply it and he advised that he was not sure how to apply it. We discussed it and he asked if it would be ok if we complete the deal and get the loan paperwork sent to the bank and determine Monday how to apply the $500 loyalty bonus. I agreed. At this point I got the key to the truck and the dealership manager got approval for them to store my Raptor in the dealership for 45 days while I look for a place to store it. On Monday, I went to work just like a normal day but this day, I was the proud owner of TWO special edition SVT Raptors; a feat that I guess not many residential customers achieve. I displayed utter happiness to all my coworkers and provided positive feedback regarding the dealership and my fifth Raptor. After work, I went to the dealership to determine what the result was on my loyalty bonus. I arrived at the dealership and everyone was busy, so I patiently waited. While I waited, I struck up a conversation with an employee that I did not know, I inquired if he was able to see my loyalty bonus in the system and he advised that he was able to see it. I brought him up to speed that this was the final step in completing my purchase and he advised that since the paperwork was already sent to the bank that the dealership would most likely just send me a check for the loyalty bonus. I advised that if that was the case that would be acceptable cause I would just apply it to the first payment. The employee went to speak to the manager regarding the situation and I was not there for that conversation. When the employee returned he informed me of the following… He advised… The manager indicated that he took the loyalty bonus in consideration when he made the deal at list price. I immediately responded that that was not true because I would not have agreed to that and no-one knew about my loyalty bonus till I had mentioned it. In fact, no-one knew how to look it up on Saturday when I purchased the vehicle, I had to log on the website to show the dealership that it was in fact there and available for me to use. At this point I advised the employee that he should go get the manager and that this was unacceptable and I was not happy. The employee advised that he was clear on this and that he just came from the manager and that he was doing what he was told. At this point, I went from not happy to angry. I advised the employee to get the manager again and that he should be careful what he says from this point because what he might say next might cancel this deal and it might have an impact on all my future business. The employee did not go get the manager and continued to handle me in such a way that made me feel like they had me on the hook like a fish out of water. It was at this point that my patience ran out… I immediately advised the employee that I was done and this relationship was over. I ended the conversation and marched directly to the finance office. I entered the finance office and advised that I was cancelling the deal. I was not cordial, I was direct and frank at this point. The finance employee pulled out my paperwork and advised that it had already been sent to the bank. I advised that if it were not cancelled I would escalate it all the way up, whatever it takes. He complied and went through the process of cancelling my loan. I returned the key to the truck that I never drove nor took possession of and at that moment the manager entered the room. I advised the manager what happened up to this point and he was immediate to state that he treated me right. Although we were in disagreement on this, I continued to cancel the deal until it was complete. The manager asked me to think it over and take a few minutes to calm down. Knowing that I was emotionally impacted, I did take that few minutes. I sat in the customer area for 15 minutes and reviewed the events that occurred that got me to this point. When my 15 minutes were completed, I went to the manager and advised him that I was done. I advised him that every angle that I looked at it, I was the victim. I was treated poorly, and I did not get the truck. At this point, I left the dealership. Later that evening, I got a text message from the manager apologizing for the events that occurred and advising that he would hold the truck for 48 hours if I changed my mind. I took the 48 hours to think it over and there was no scenario that made sense that rewarding the dealership for bad behavior would be the right thing to do. So, I reluctantly did the following. I went to the dealership Wednesday evening after work and when I arrived, my personal sales person greeted me as he always does, I took him aside and first apologized to him for him losing out on the sale. We still maintain a strong relationship that I find value in. I then advised him that I wanted to talk to the manager. He retrieved the manager and I began the conversation apologizing to him regarding my behavior. I advised that I let the poor behavior of the dealership bring out unprofessionalism in me and I responded with a harsh reaction to a few employees. I also advised him that I would this last time extent my time to answer any question that he had before I left. He had some questions and I answered all of them. One of his questions were; was there anything that he could do to fix this situation. I advised him that there was no reasonable amount money that would fix this situation. He also advised that he was thrown off guard when it came to the loyalty bonus and he was not sure how to handle it. He also stated that he was not aware that I was a “red carpet customer” which I was not sure how to take since two days ago that he stated that my name is constantly talked about around the dealership. When the conversation was coming to a close, I advised him that I wanted to apologize to the finance employee because he received the brunt of my unprofessionalism and none of it was his fault. The manager advised that that employee was not working that day. I was advised that he would be working on Saturday. I told the manager that this would be an end to my business with Crossroads Ford of Cary, and left the dealership. I returned to the dealership on Saturday and found the finance employee and extended my apology to him. The weeks following, I have had sufficient time to think about the incident and reflect on the events that occurred. Since that time I assisted one employee at work in purchasing a new vehicle and I purchased a new vehicle myself. I no longer recommend Crossroads Ford of Cary and definitely have a bad experience to share with everyone. I shy away from negative tendencies because I believe that they create negative situations; in this case however, I will apply the same energy towards expressing my experience to all that I can just as I did when my experiences were exceptional. I hope that this letter does not fall on deaf ears; I was truly disappointed in the Ford Experience. It is truly amazing that my value in the eyes of Crossroads Ford of Cary went from feeling like a Million Dollar Customer to a customer not worth $500. Please be aware, if you are a customer of Crossroads Ford of Cary and it is not your first purchase with them, make sure your customer loyalty bank means something. More