Michael Richards

I purchased a used 2018 Ford Explorer from this dealership, and it has been one of the worst experiences I have ever had with any business. Within a week of bringing the vehicle home, I noticed dealership, and it has been one of the worst experiences I have ever had with any business. Within a week of bringing the vehicle home, I noticed coolant loss and a strong odor. After waiting two weeks for service—and having to repeatedly call for updates—it was diagnosed as a bad water pump. For a vehicle that was just sold, that delay alone was concerning. Unfortunately, that was just the beginning. Since then, the vehicle has been back multiple times for the same issue, often sitting for days without being touched. Communication from the service department was almost nonexistent unless I called first, and even then I was often told to call back later. I was never provided documentation for the repairs performed, despite asking. The treatment from the service advisor, Erin, was consistently dismissive and unprofessional. At one point, I was told my vehicle was “out there somewhere” when I came to pick it up. After five weeks of ownership, I had only had the car in my possession for about ten days—the rest of the time it was in their shop. To make matters worse, I was later charged for a loaner vehicle I did not request and still have not had my deposit returned. When I called to address this, I was met with more confusion and dismissive responses. The only positive part of this experience was the service manager, who reached out, took ownership, and treated me with respect. Unfortunately, his efforts were undone by the continued failures of the rest of the team. I made multiple attempts to speak with the general manager and was never able to get a call back. That lack of accountability speaks volumes. Overall, this dealership failed at every level—sales, service, and customer care. I gave them multiple chances to make things right, but the experience only got worse each time. I would strongly recommend taking your business elsewhere. More

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