Excellent service department.

THIS DEALERSHIP DOES NOT TRADE! Do not bother dealing with this place, they will not call you back. I made multiple phone calls and sent multiple emails and did not hear back from the manager. Customer service is not their top priority.

This was possibly the worst dealership that I have ever dealt with. I took my 2013 Mustang in to get the clutch replaced and when I got it back my bumper was scratched up and they put my exhaust back on to the point where it melted the lower diffuser, which I didn't notice either until I got home. When I told the service department about it, the service manager Rob said that it was like that when I brought it in. Despite me having pictures of my car from the day that I brought it in with no damage, and pictures of the damage after they had it, they still denied any wrong-doing. I will be escalating this issue to Ford Corporate.

I was looking to trade in my current car on a Titanium level Focus. I found a good looking 2013 Focus online at Falconi's Ford in Moon Township and called to schedule a time to see it. I made the call on a Wednesday and got an appointment for 2:30 that Saturday. Friday night I got a call from my sales person (Bryan) who said that apparently someone else had made an appointment for 10:30 on the same day. He asked if I could come in sooner than my originally scheduled time, so my girlfriend and I drove about 15 miles out of our way at 530 on a Friday night to see the car.



When we arrived, we were originally told they couldn’t locate the keys. About ten minutes after that we were told they did not have the car. It had apparently been sent for detailing and would not be back until Monday. So we drove well out of our way on short notice to see a car that was not actually available for viewing. Bryan was very apologetic (he seemed legitimately mortified) and said he would call me on Saturday to set up a new time for Monday.



Bryan called first thing Saturday morning saying everything had been worked out and the car actually would be available for me to see at my originally scheduled time of 2:30. When we arrived, we noticed right away that the car had a dent in the passenger side rear door and fender as well as a section of bare metal showing on the fender. The passenger side rear wheel had a good bit of cosmetic damage and the tire itself had a large chunk taken out of it. Bryan was again mortified (the car had a clean carfax and there was no such damage visible in the online photos) and said the detailer must have dinged it. We drove it anyway only to find out that it was also severely out of alignment in the direction of the external damage.



I liked everything else about the car and Bryan said they would repair whatever needed repaired so we tried to make a deal and that’s where the experience really went bad. After I made my first offer, the used car sales manager Curtiss came back to Bryan’s desk and lectured me on everything from how he “uses software” to price a car, to the basics of the “modern car buying process”. He came off surprisingly aggressive and spoke over/interrupted me almost every time I tried to speak. The last straw being when he said that my front tires (which had just passed inspection) were so bad “he would never let ANY of his loved ones drive on them”.



He did not appear to be the slightest bit contrite about the fact that he was trying to sell me a car that had disappeared the night before and come back damaged the next day. He was in fact very defensive about it; saying that HE had sent the car to detailing and that he “didn’t have to tell anyone anything” whenever he sent a car to detailing or to the auction. The fact that he had hung two of his salesmen out to dry in doing so did not seem to even occur to him.



So after getting a run-around on Friday night followed by showing up to a damaged car Saturday and dealing with a surprisingly rude sales manager, I decided to walk on the deal. The saddest part is that I could see that Curtis had a deal I would have taken written down on the sheet of paper he was carrying. We could have done business but he was so busy explaining everything he couldn’t do, that he never really got around to explaining what he could do. He even admitted that his guys had damaged the car, but did not seem to feel like that should have any bearing on the negotiations.



This was my first experience at this dealership and based on this, it will not only be my last, but it has turned me off of looking at Ford in general. While our sales person (Bryan) seemed completely horrified at how things had gone, I would not recommend this dealership.



As of the end of the day today (Monday 1/12/2015), that same damaged car is still on their website and there is no mention of any of the new defects.