Maplecrest Ford Lincoln

Could it have been worse? Not by much. We want to express our gratitude to salesman Steve Cruz and receptionist Maureen Smith for being the bright spots in our "experience" at Maplecrest Fo We want to express our gratitude to salesman Steve Cruz and receptionist Maureen Smith for being the bright spots in our "experience" at Maplecrest Ford. Steve is a truly lovely young man who did his job well. We were on the phone with Maureen every few days, trying to find out why our title and registration (which were overdue) hadn't come in yet. As far as we're concerned, she is the only reason we got them when we did -- the fault for delays was very poor communication in the "tags & titles" office. I truly wish we could give the rest of Maplecrest Ford of Vauxhall a better review, but we can't. Over the years, we've bought many vehicles, new and used, from dealerships. This one is the worst we've ever encountered, without exception. Ours should have been a simple transaction -- cash (bank check) and a clean, clear trade-in for a later model vehicle. That was it. No financing to wait for, no haggling -- so why did it take SIX HOURS to complete the transaction?! And even when it was completed, it wasn't really -- it took over a month to get completely clear of the place. We've never seen such incredibly sloppy handling of paperwork and poor attention to detail. The sales order had to be redone because of several mistakes (we wanted the new vehicle in both names -- something we stated repeatedly -- so we could transfer tags; the first order was in one name only -- as it turns out, that wasn't the only mistake). Did anybody think to proofread the "corrected" sales order before bringing us in to sign? No. Should someone have double-checked all dollar figures to be sure they hadn't changed and were correct? Yes, but that wasn't done, either. There was a difference of over $300 between the amount of our bank check and the purchase total on the second set of papers -- an overpayment of over $300 that almost went unnoticed. I was the one who found and pointed it out; once the point was proven, we were told that the overcharge would be refunded. But these things should have been gone over by them beforehand. Wheel bearings that were supposed to be replaced weren't, but were seriously damaged by the service dept. They were seizing up by the time we got home. Replacing them (and the brake rotors and brake pads) was my husband's first job the following day. Getting back to the order forms: Beware of the "optional" Window Security Etch charge. We were charged for it although it was never offered to us (so we had no chance to agree to or refuse it).....and as it turns out, the security etching was never even done! The charge is PRE-PRINTED on the sale order form; it isn't filled in (or omitted) per sale. How is this "optional"?? In the interest of full disclosure, we have been reimbursed for the damaged parts, the overpayment discrepancy and the etch charge. But it was over $700 worth of mistakes, overcharges and oversights. The vehicle prep dept. is no better than the rest of the place. We were told that the gas tank would be filled before we left for home. After hours of waiting (still don't know what took so long), we finally got on our way.....only to have the "low fuel" light come on five miles down the road. Going back wasn't an option by then, so we got off at the next exit and found a gas station. And as we were getting gassed up, we also discovered that our seats were wet. Apparently, they had been gone over with some sort of very wet solution and only dried on the surface; once we sat on them, they became soaked through from underneath. It took days to dry them out completely all the way down. I'm glad we're so happy with the vehicle we bought because the purchase experience itself was a nightmare. Never again with Maplecrest Ford. UPDATE: I've been contacted by Jen Miller with regard to our experience at Maplecrest. She made no excuses for what happened and said there was no justification for what we had to deal with there and after -- in other words, taking full responsibility for what should never have happened. Jen has assured me that my review is being taken seriously and that the issues raised are being addressed, and I feel very comfortable with her apologies and assurances that changes for the better are in the works; I hope that the promises of those improvements will be kept and can be reflected in future reviews by those who will benefit from them. More

Don't trust this service department We took our 2010 Fusion in to Maplecrest to have a new key made. We inadvertently failed to check the "I authorize the work." So they didn't do it. We took our 2010 Fusion in to Maplecrest to have a new key made. We inadvertently failed to check the "I authorize the work." So they didn't do it. Nor call us to ask if we wanted the work done (despite the fact we had made the appointment for this very purpose). Had we not called the next day (near closing) to ask if it is ready they would have never done the work. But it gets worse: Without our asking the did an inspection and reported a number of things including the "fact" that our coolant was empty and we needed a coolant flush ($299) and that our break linings we're getting thin. When I got the car home I found that the coolant levels were just fine. I did some research and learned that a coolant flush is mostly a bogus service. Worse, I took the car to my independent repair facility who check the break linings and reported that they were "nearly new." Do not patronize these crooks. More

Beware! Made an appt to see a used 2008 Explorer advertised online. Called Monday, went in Monday evening. Barry Turner was our sales guy. Young, earnest, kno Made an appt to see a used 2008 Explorer advertised online. Called Monday, went in Monday evening. Barry Turner was our sales guy. Young, earnest, knowledgeable, sincere. Ed Bennett, preowned sales mgr,, joined the conversation after our test drive. We agreed on a price, discussed 3 repairs needed on the vehicle. In addition to the front brakes being replaced as per the listing, Bennett assured us the full 100 something point safety inspection was done on the vehicle. Regarding the 3 repairs, Bennett said "give us a day". The vehicle, after not hearing from Maplecrest and making several follow up calls, was ready Saturday. So on Monday we had an in depth look at the vehicle. Close up and personal. My husband teaches automotive service at a vocational high school. Pulled all 4 wheels off and found the rear brake pads were worn to 3 mm. The front right tire had 5.75 ounces of weight on it. Why? It was unbalanceable. Upon taking it apart they found the strap that holds the tire pressure monitor on the rim was broken. The students in my husband's class got to see first hand a hack job by a dealership. Today we took it in for repair of the deficiencies. So far: 3 hrs last Monday to negotiate deal; last week - an hour calling on status of vehicle; 2 hrs waiting on Saturday, pick up day, to sign sales documents; and today 3 hrs today on repair of hack job. Very highly disappointed. Will keep you posted on how it goes from here. More