FAYETTEVILLE, NORTH CAROLINA -- Customer loyalty is not too high on their list of strengths. We were told by Gordon that he would hold an F-150 for my husband, who had designed the truck and had it delivered to Crown Ford. We were waiting on orders to find out if wen were staying in the United States or moving overseas. We were assured over and over again by Gordon that we would be able to buy the truck as soon as we got word on our orders. The day we found out we were staying in the states we contacted Gordon but he was off of work that day due to it being his birthday. Because we had worked with him so long we wanted to stay loyal and purchase it from him instead of another salesman. We decided to call him the next day and let him know that we were going out of town on post-deployment block leave to visit family and would be purchasing the vehicle on December 30. Gordon told us that wasn't a problem and he'd be ready for us when we returned.
We called him on December 30 as we were heading back in to town and let him know we would be in the following day at 3PM to purchase the truck. Again, he said that it would be no problem and that he would see us the following day. The following day we receive a phone call at 10AM from Gordon letting us know that "for some reason" the truck had been sold. This was the vehicle that my husband had designed overseas while he was in Afghanistan, waited for, test drove and then TOLD the dealership we were going to purchase on December 30th.
I spoke to a sales manager and there was not a bit of remorse or even an attempt to help remedy the situation. I was told that I should have put a deposit down on the vehicle- I was not actually told that I needed to put down a deposit on the truck by Gordon, our salesman. If I had known that was necessary I would have done that! We were repeatedly told that the truck was ours, the keys were in Gordon's control and that he would make sure no one touched the truck.
We were beyond upset at the terrible loyalty and customer service. We instead called over to Lafayette Ford, in Fayetteville, and we were assisted by a salesman who looked in the Ford inventory in the state of North Carolina and surrounding areas. He found my husband's exact truck (different color) and is having it sent here to Fayetteville for him. We also got a better deal. I do not recommend Crown Ford.
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Backing out of their word
Posted by Jack on 2010-10-11
FAYETTEVILLE, NORTH CAROLINA -- My wife and I went to purchase a 2010 Ford 150 the weekend of JUL 4th. I wanted to have one since the experience I had with the F150 during my last deployment - very impressive. I went to the #1 Ford Dealership in the community with the belief that they would respect the military patrons. I was treated with a great sense of honor until I sat down in the Finance office. I was given a different price than what was discussed and the extras they promised at no cost were not actually free - total cost of the extra options were added. When we confronted up to three managers about this misunderstanding, they all informed me and my wife that we were the ones who misunderstood. They initially told us that $8,000 would be knocked off the window price - we weren't willing to go with that price and told them that we would think about it - it was late in the day and they wanted to make a sale by the end of the day - the sales manager recommended that we make an offer for $10,000 off the price and we said the same thing "we would like to think about it". He then asked if we would feel comfortable purchasing it that night if $12,000 was taken off the price - we said yes, we would purchase it if they took $12,000 off - he went to the head of sales while we sat at his desk - he came back and said that the head of sales would take $10,000 off but not $12,000 off - we left telling him that we would think about it. It was a weekend and therefore had all day Sunday to think about it. On Monday, I called the sales manager we were talking with - I asked if they would throw in a truck bed cover and navigation system with the $10,000 off the price - he said he would have to talk with the head of sales and get back to me. I waited for 15 minutes until the Head of Sales called me back personally who told me they would give us these extra items. My wife and I with our four children went to Crown Ford thinking that we were getting a vehicle that was promised to us at a certain price with extra items at no cost. Things changed as soon as we sat in the finance office. The actual price difference from the cost of the truck (without adding the cost of the extra items)actually was only $7,500 off instead of the initial promise of $8,000 off and the last promise we had of $10,000 off. It has been 3 months now and we haven't received any letters of apology from Crown Ford - we have been in contact with Ford Motor company multiple times - Ford Motor is always responsive to complaints and apologetic with our experience - they inform me that they have been in Contact with Crown Ford about the issue - we have yet to hear from Crown Ford about our complaint. If anyone wants a Ford, I recommend that you do your homework and don't settle for a large dealership unless you know for certain they can keep their word. As far as I'm concerned, Crown Ford doesn't care about the truthfulness of their word - all the way to the top decision makers. They obviously don't care about customer service - would you like to wait indefinitely to have your complaint addressed by a company that has taken your hard earned $? If anyone else has similar experiences, voice your complaints - Soldiers should not be taken advantaged of - Fayetteville population shouldn't be taken advantage of - NC population shouldn't be taken advantage of. Crown Ford should be ashamed for these actions - greed shouldn't drive the train - offering the community with a service/product humbly and honorably should be their motto - until that changes, I will not return. I will also spread this message as far as I can - more specifically to ensure other Soldiers aren't taken advantage of. If you look at other complaint sources on line, you will see others who have been treated in such a manner by Crown Ford - How long can this last. Please get the word out. Thank you.