Heiser Ford Lincoln

Institutional indifference of Heiser I owned a 2012 Ford Focus hatchback. I liked my Focus, mostly, except the defects in the design of the transmission. Focus has ongoing transmission I owned a 2012 Ford Focus hatchback. I liked my Focus, mostly, except the defects in the design of the transmission. Focus has ongoing transmission problems based on a defective architecture of the “dual clutch” transmission confirmed by Ford with another extended warranty of the drive train to 70,000 or 7 years for shuddering due to leaky transmission seals. I’ve had a dual clutch assembly replaced along with 300 other Heiser customers at that time [numbers according to service dept]; 4 software updates attempting to repair defects, failures or omissions and I continued to have problems. I have twice received mfg 0% financing incentive letters to step up to a newer Focus. I have twice tried to get Heiser to respond to my inquires and they have been indifferent or unresponsive altogether; remarkably, if not profoundly astonishing in their failure to take the “low-hanging fruit” of a continuing customer. I asked the GM why would I come back to Heiser for a defective car and their institutional indifference of not replying, responding or treating me with some respect? No replies. I no longer will chase Heiser & middle management to be a continuing customer while ignored or treated indifferently. A new car purchase is a major money outlay, substantial and significant, only to be treated badly…? No thanks. I rate Heiser’s service department as “A” ; management sales and the GM “F”. I now am someone else’s customer and happily driving a Mazda ‘3’ which is a superior car to that of the Focus. Other dealers are happy to have a new customer. Heiser did its best to be dismissive and indifferent, although a few bright spots were experienced along the way – the service department is first rate, Miles Spiegel is the manager. It was because of the bright spots I was willing to be a continuing customer. If I accept poor customer service without objection, I deserve it. I don’t have to accept being treated rudely or ignored by Heiser, let alone pay for it, by being a returning customer, FMC incentives or not. More

Water Damaged Car!!!! Purchased a vehicle online in March of 2014 and had it shipped. Vehicle was priced slightly higher than comparable models elsewhere. I purchased from Purchased a vehicle online in March of 2014 and had it shipped. Vehicle was priced slightly higher than comparable models elsewhere. I purchased from Heiser based on photographs provided and answers to specific questions regarding the condition of the vehicle (admittedly foolish to not have it third party inspected). I did not negotiate the price of the vehicle down as I felt the price was fair based on the claimed condition and recent mechanical work (to include a timing belt change). The vehicle arrived with significant rust damage. It was unloaded at my office where it sat for nearly 3 months while my attempts to communicate with Tim Penn (sales manager) and Chris Myer (GM) were routinely ignored outright or full of excuses and requests for more time. June 3rd Tim Penn conceded the glaring discrepancy between pictures I provided of a clearly water damaged vehicle and the misleading (though well executed) photos used in marketing the car and offered $200.00. It should be noted that the reason for the unfortunate circumstances was the vehicle was a trade in and the person responsible for evaluating the trade failed to see the damage. Further, the person photographing the vehicle also failed to detect the damage and conveniently the pictures were such that the otherwise obvious damage was not visible. I declined the offer and was assured of three things; 1.) Heiser would not take the water damaged vehicle back, 2.) It was reasonable for me not to feel comfortable putting a young driver behind the wheel of a water damaged vehicle (air bag reliability concerns), and 3.) Someone from Heiser would contact me. After one full week of no response I left two messages to no avail. The vehicle has been driven less than 200 miles and is currently in the shop as it requires a new Variable Induction Control Motor. The previous one was water damaged. I was never contacted again by Heiser Ford nor was proof of the previous mechanical work provided. At this point I expect nothing and have no interest in hearing another plea for more time to talk to the powers that be. If nothing else this process is a reminder of why the general public holds such high esteem for "car guys". Heiser has plenty of good reviews and happy customers, particularly in the new car department. That said, when it's time to sell a car with problems Heiser should not be held in higher esteem than any other used car lot. Get an independent inspection and give little value to the assurances of those with a commission on the line. More

I made my initial inquiries online with a woman named Barbara, who seemed very good; however, I set an appointment with her but was surprised that she passed me off immediately to a guy named Lee. Initia Barbara, who seemed very good; however, I set an appointment with her but was surprised that she passed me off immediately to a guy named Lee. Initially he came across very professional; however after spending about 2 hours with him I ended up leaving very disappointed and frustrated. I am unsure as to whether or not he was trying to play stupid or maybe he was new and just didn’t know what he was doing, but either way he did not listen to me at all. He told me the internet price of 20000 would be honored and then he came back with 22. When I told him that wouldn’t work for me and I couldn’t go above 20, he told me that I could not get the Ford Focus in the performance blue for anything less than 22…after he told me that then I told him to find me another color for the Focus that I could get for 20,000 and his exact words were we can’t do it and I’m confused…that was it for me…I ended up getting the Ford Focus for 20,600 at Braeger Ford on 27th street in Milwaukee in the performance blue that same day. Braeger was great! Heiser...don't waste your time! More