Upper Marlboro Ford

Great buying experience Thanks to Harold Wilson, from the moment I walked into the dealership he was very helpful and friendly. I’ve used the service department for years, fi Thanks to Harold Wilson, from the moment I walked into the dealership he was very helpful and friendly. I’ve used the service department for years, first time buying a vehicle here and the experience was welcoming. Thanks to Shelly for making the financing go without effort, Thank You All at Upper Marlboro Ford. More

Service Department failed in every aspect of service 10 second review: Do not take your vehicle here for service! They don't communicate, make no effort to provide solutions, and try to put the blame on 10 second review: Do not take your vehicle here for service! They don't communicate, make no effort to provide solutions, and try to put the blame on the customer. 10 minute review: Over the weekend I noticed an odd vibration when I turned corners in my 2012 Escape, especially tight turns- like the tires were rolling over uneven pavement. I called the service department on Tuesday (Monday was a holiday) and spoke to Phil. He said the soonest they could look at my car was on Friday; I could drop it off by 8:30 a.m. I dropped it off on Thursday night. Friday morning passed with no call from the service department. I called between 1:00 and 1:30 p.m. and left a voicemail for Phil. At 3:00 p.m., I still hadn’t received any updates, so I called again. This time I was told that Rob was my service manager; he told me that the problem was the rear differential - a bearing, or something and also that there was too much differential fluid..which he said had nothing to do with the problem, but he asked me if I knew how that happened (I didn’t). Rob said he was in contact with Ford’s warranty service office because it was covered under my extended warranty. He was still going back and forth with them though, but it was taking time because he kept getting interrupted (I had a feeling then that I was going to have a problem because he was giving me excuses instead of a commitment to resolve the issue.) He said he would let me know what was going on very soon - hopefully within the hour. At 5:45 p.m. he called again. I was on my way to the dealer by that point because they close at 6:00 p.m. and knowing that they had not fixed my car, I planned to just pick it up because it’s my only car and I can’t be without it. Rob said that the warranty department wanted pictures of the damage, but that required he take off the bumper (I believe that’s what he said...he had to remove something, anyway), but he couldn’t do that until Monday because the service department was closing in a few minutes. Plus the parts would need to be ordered and it takes a few days to get them in. He said they didn’t have any loaner cars, and he might be able to get me a rental through Enterprise on Saturday morning, but they didn’t have any cars at the moment either. I said Enterprise wasn’t an option anyway, because of a legal dispute from 2005 I am on Enterprise’s “Do Not Rent” list. I said I would have to pick up my car because I could not be without transportation. Rob said the car wasn’t really save to drive, and I said I understood that, but since he waited until 6:00 p.m. to tell me he couldn’t fix it until late the following week and could not give me any other method of transportation, I had no option but to drive the car. Rob called back a few minutes later to say that he checked again to be sure there were no loaners available and there weren’t, and also that he had to pay his technician for the time spent diagnosing the problem, which is normally a $150 charge but because of the warranty I had a deductible of $100. But he had talked to the service manager and they would only charge me $50. I challenged the fee to get my still broken car out of their service department. Rob informed me that the technician had spent time finding the problem so I had to pay for that time, and again he told me that there was too much differential fluid (still not sure how that’s relevant), and also again reminded me that I really shouldn’t drive the car. Then he said he was leaving, but the cashier desk was open until 8:00 p.m., though they were trying to close early.... Implying that I should hurry to pick up my car. I told him he need not worry - I would be there in 20 minutes. When I received the summary print out at the cashier’s desk, I saw that Rob noted that I declined a rental car through Enterprise. It did not say that Enterprise didn’t have any cars available. Nor did it say that Enterprise wouldn’t have let me have a car. It said I declined the car. (Insert eye roll here) This experience is especially frustrating because I know the car needs repairs and my work schedule is currently not flexible so as to allow me to be without transportation, so I need the service department to provide service, which is their job, so I can do my job that allows me to pay for said repairs. I realize I have very high standards for customer service, accumulated over years spent working in customer service. Always under promise and over deliver, always over communicate with your customers, never tell your customers about any your personal problems providing service, apologize profusely when you can’t meet their needs and tell them what steps you will take to mitigate the situation, find a solution to the problem. None of those things occurred yesterday. Not one. Instead the service manager tried to blame others, including myself, for the delays and ultimate inability to resolve the problem. More

Another great transaction! We have purchased close to twenty vehicles over the years through Grady! They care to know about our business and get us the vehicles we need. It’s al We have purchased close to twenty vehicles over the years through Grady! They care to know about our business and get us the vehicles we need. It’s all about the details. we have referred them several times and they have always taken care of them. Highly recommend. More

Great experience! Brought my family in to purchase a used Fusion. Everyone from sales to finance was a pleasure to deal with. Ira was so nice to my kids and my wife com Brought my family in to purchase a used Fusion. Everyone from sales to finance was a pleasure to deal with. Ira was so nice to my kids and my wife commented on much better this buying experience was then hers at the Acura dealer where she bought her car. Not a fancy showroom or flashy promos, just a soild place to buy a car. We will be back... More

Excellent!!! The service department was outstanding all services perform were excellent, thank you Robert Rawlings for a job well done keep up the good work and th The service department was outstanding all services perform were excellent, thank you Robert Rawlings for a job well done keep up the good work and thanks for everything, your happy customer. More

Ford Explorer backup camera The Ford Dealershp Service departments Sucks! Or maybe I should say the mechanics. I wish I could give them a negative zero. My ford explorer sen The Ford Dealershp Service departments Sucks! Or maybe I should say the mechanics. I wish I could give them a negative zero. My ford explorer sensors and backup camera stop working and I had a recall on the display system. Ok. Well I take my SUV to them and they tell me they have to order the part. Cool, so I though. I wainted 2 weeks and finally called and was told my part had been there for awhile. Ok how would I know this if you never informed me that the part was there. So we make an appointment for 3 to 4 days later. We go on a Friday the day of our appointment and guess what, they didn't have me listed for an appointment because the girl who was waiting us got fired. I'm thinking "huh," what are you talking about. This is after the had my payment of $300 down and $400 when they complete the job. So we had to wait another week to get an appointment. We drop SUV off on Thursday night and today is Friday. I've waited all day and finally called at 5:15pm to ask about my SUV. I was told that the computer shut down so they were testing it and my SUV should be ready before they close. Ok cool. So I thought. We get there pay the $400 balance get my paperwork bring the SUV home and guess what!. My xxxx sensor or backup camera still is not working. It's as if they didn't do anything after they took my $700. All they did was change my radio station and disable my Sirius radio. I'm pissed and mad as xxxx. It's sad to think the the Ford Dealer in Upper Marlboro is just that bad. It sucks. I guess I have to do like everyone else and go to the Ford Dealer in Waldorf and get some real service. Let see how much they care about their customers. Contact my Ford I'll be waiting......... More

Quick! I always come back to Upper Marlboro Ford because I know I will get the special care for my Ford Focus (2015), One time I took it to another dealer be I always come back to Upper Marlboro Ford because I know I will get the special care for my Ford Focus (2015), One time I took it to another dealer because I thought it was a little closer to my home, I waited there for two hours just for an oil change, never again, Ford of Upper Marlboro is my car dealer where I bought my car from and where I will always take my car to for any kind of service, the lady at the front desk Heather was very nice and friendly, and I didn't wait that long. Heather even explained items that were on my performance sheet. Thank you Upper Marlboro Ford :) More