Lake Ford

Santiago was great to work with; he explained the car history & answered our questions thoroughly. One thing that I thought was odd is that they did go on the test drive with us; I didn't mind it, but s history & answered our questions thoroughly. One thing that I thought was odd is that they did go on the test drive with us; I didn't mind it, but seemed odd as the last time I purchased a car, probably 7 years ago, we test drive it ourselves. Our concerns were acknowledged & addressed by the team when we discussed proceeding with the purchase of the vehicle. They were courteous & offered us drinks & the waiting area while we waited for financing. Overall time spent at the dealer was average. The financing part was past their "close" time, so I felt the finance person was not going over details & it seemed rushed. For EX, he was sharing the added warranty/insurance & informed us of the monthly cost with that, but neglected to tell us what the monthly cost was without it. It wasn't until I asked for the cost without it-then he looked it up (When I reached out later, I was informed someone else should have shared that info with us, but of course didn't). When I did ask other finance questions, Dan did answer them for me to understand which was great. Ryan helped address questions we had on this vehicle compared to another vehicle we were interested in. Overall the team was nice & pleasant to work with. I felt rushed during the financing part. I updated my review & adding these comments below after I had a chance to review the signed agreements. They emailed me the documents, only after I reached out & inquired where my emailed documents were. After my email was confirmed, then I received the documents. I found out that PermaPlate was an added cost (of under $1,500)-no one had offered or explained this extra cost to us. I had called & asked when this was applied to our vehicle because we were informed the detailing team left for the day which was why our car did not get washed. The Sales manager assured the perma plate features were applied to the vehicle, but at this time I do not believe it was. I also had questions about why the agreed cost of the vehicle was no where to be found on the signed documents, but it was explained to me how the #'s were calculated on the documents. Initially, I felt this was a honest place. But after seeing the added cost that was not shared with us and we did not opt in to, I do not trust them & would not return. I own not reviewing what I was signing, but I trusted they would have highlighted the extra/added costs like they did with extended warranty & gap insurance. If you go here, insure you do your due diligence as you cannot trust them as they left out many key points of information. More

I previously had a bad experience at Lake Ford but I needed an oil change and they were able to get me in the same day. When I was first greeted when dropping off my car, it appeared that I seemed to be needed an oil change and they were able to get me in the same day. When I was first greeted when dropping off my car, it appeared that I seemed to be an inconvenience that day. I stayed at the dealership while my car was being serviced and usually when something comes up that may need additional attention the person that checked me in would come talk to me. That did not happen. I got a call from the service tech to my phone which was extremely odd. I then got a text that my car was completed and I waited 10 minutes before I walked back up to the service desk to ask about my car. I was told that "I was just coming to get you but I had to make a call" while he was still on the phone and two other desks were open. He also was helping another person at the same time. I understand being busy, but please tell me what is going on with my vehicle in person and treat me with kindness. I was told a year ago when some other situations occurred that they were just changing over to electronic systems and the employees needed some time to adapt. If this is still happening a year later where it doesn't appear their customers are important, I don't believe it is just getting used to new systems. More

I think they have been very good, however lately I have felt rushed and that I’m only going to get the bare minimum of service. I believe each time that this could improve though. There are several great felt rushed and that I’m only going to get the bare minimum of service. I believe each time that this could improve though. There are several great employees. More

I purchased a used F-150 last week from this dealership. It’s gold certified and thought everything would be good…almost nothing went the way I was expecting. Edwin, my salesman was the only exception. He w It’s gold certified and thought everything would be good…almost nothing went the way I was expecting. Edwin, my salesman was the only exception. He was great to work with. I put $500 down to hold the vehicle and wasn’t able to come look at it for a few days. On the test drive, the car wasn’t cleaned at all, even though they had plenty of time to even do a quick cleanup on it. Even when I took delivery, it wasn’t very clean…probably because the detailer was rushed to get it done. My trade in vehicle wasn’t perfect, but they gave me an extremely low trade allowance without explanation. I was preapproved for the loan, but when I was signing papers, they couldn’t use it, they could only give me another bank for a higher rate. Again, without explanation, but the F&I manager did fling the preapproval back at my wife. A Gold Certified Ford is supposed to include a free Carfax report, and 3 month trial for XM radio, which I did not get, and didn’t know I was supposed to get into i looked up on the Ford website, because I didn’t receive any paperwork stating it was included with the certified vehicle. My biggest problem is I noticed when I got home that there were some sizable and DEEP gouges in the sidewalk one of the tires. Like, big enough to fit your pinky in. I sent Edwin pictures, and they used car manager called back. He wanted me to bring it in to get looked at, so I did today, only to find out their “technician” said it was safe… I’ve been doing auto repair professionally since 1998, and anyone else who knows anything about tires knows that gouges (or any damage) in a sidewall can not be repaired. The tire is junk. And they won’t do anything about it. I ended up walking out because I was so upset I was shaking after the used car manager only told me “I understand your frustration”. I also noticed yesterday that the right rear corner of the truck sat down a little lower than the other side. I unbolted the shock, and there is zero compression or rebound in the shock...so that needs to be replaced also. Nice job on the 172 point inspection guys. More

I never received the phone call I asked before the repairs were completed. Also, I question whether the alignment was even performed. After paying for and picking up the car, I told the service adviso repairs were completed. Also, I question whether the alignment was even performed. After paying for and picking up the car, I told the service advisor it was still driving the same and asked him for the before and after settings report, to which the advisor said “they threw it away” leaving me with no way to be sure the alignment was even performed. I am unhappy with the service I received during this visit and will be contacting the department to discuss further. More