Michelle G Inj
map-marker Vancouver, Washington

The worst customer service

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Updated by user Mar 22, 2022

I have emailed the dealership and called and filed a complaint with the Corp office. In addition, I have shared my experience on my social media platforms.

Original review Mar 22, 2022
Avoid Vancouver Ford at all costs - DO NOT TAKE YOUR VEHICLE to this dealership - The service people are rude and do not have proper customer service training. My significant other took our Ford Mustang Mach-E in for service this morning, which we were told would take about an hour to complete. (We arranged to pick up our kids directly after) Once the vehicle was checked in (approx. 9:20) he walked to get a coffee and kill time. When he returned the car was just going back for service, which would have made him late picking up the kids. When he inquired for the reason, it was after 10am and the car was just going back was when he came against resistance and experienced being harassed with an employee swearing at him. The service employees were rude, became indifferent, aggressive, and abusive, which anyone in customer service knows escalates the situation due to human nature and caused aggressive behavior to be returned. When asked for the General Manager he was told several times there was no reason for them to retrieve anyone, the car was not delayed and called my SO an "A%%hole." Finally, Jorge Juarez (Director of Fixed Operations) appeared who was just as combative as the service employees of the dealership. My SO and Mr. Juarez went back and forth with each other and rather than Mr. Juarez attempting to defuse the situation he only poured fuel on the fire. Mr. Juarez told my SO he didn't believe his accounting of his time at the dealership or that his employee treated my SO in certain way. In fact, Mr. Juarez asked my SO if "this was the way HE always acted." When my SO explained to Mr. Juarez that we didn't have to use this dealership and that we were trying to support the community, a community my SO works in as a firefighter, Mr. Juarez agreed and told him to take his business elsewhere because they didn't need it. When my SO advised him, we have a second Mach-E on order through this VERY dealership Mr. Juarez told my SO he could go ahead and cancel the order, they didn't want or need his business. Mr. Juarez went on to ask what fire department my SO worked for as if he was going to cause trouble for him at work? Everyone knows human nature is what it is, and that situations can get out of hand - but this was beyond anything I or my SO has experienced in a customer service-based industry. As a business owner you train your staff to defuse the situation, not create a bigger one. When my SO asked for the name of the General Manager and his or her contact Mr. Juarez told him "He could look it up himself" retrieved the Mach-E and told my SO to leave the dealership. No paperwork of the service was provided, no explanation of how the service went - just thrown off the property. I understand with the issues going on in Ukraine, with the lack of "chips" for cars and the demand for these new Ford electric vehicles Ford is sitting in a pretty good position of feeling on top of the world - however, that does not excuse the fact that my SO was treated unfairly, harassed and an attempt to intimidated him was made. This is not how customers should be treated even if Ford knows there are thousands of people behind us in line waiting for cars to be delivered. I am ashamed of this dealership and it, and its employees should be as well, however by looking at previous posts I can see there is a pattern at this dealership and issues that no one is taking seriously. Shame on you Vancouver Ford!
View full review

Preferred solution: Employee training and a refocus on what the brand of Ford is and what it stands for.

User's recommendation: DO NOT TAKE YOUR VEHICLE to this dealership

Wayne C Zqg

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Poor Service Department

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
After buying 3 Fords over 7years and bringing them into their service department. I sadly must say not one of our 12 visits into the service department was the problem resolved. Sorry Vancouver Ford Your Service Department Has Lost Our Trust. We will not be returning to buy any more new vehicles from this location. For Christmas This Year We Are Going To Try Out A New Dealer For A 2020 F150 Lariat. I think were going to give Suburban Auto Group a shot. Shame on you Vancouver Ford!
View full review

Preferred solution: I WANT NOTHING, MY LOSS IS NOW YOURS

User's recommendation: Go somewhere else

Anonymous
map-marker Vancouver, Washington

WORST EVER!!!!

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
i cannot believe how horrible these people were they didnt want to fix my car which i have the money to fix it and as soon as i walked in the dooor AGAIN i could tell they werent going to work with me then to top it off the manager is the worst one he refused me service because i have tattoos on my face and arms i could tell immediately they werent going to be cool. the manager said sorry theres nothing we can do to fix your vehicle when its the most simpe thing ever it just needs to be reprogrammed for the new key so the anti theft goes off cuz my car is the only car i have and they basically just told me im screwed after i just paid and got it towed up here this is absolutely *** then i tell the manager why cuz i have tatttooos and they pulled the cop card and ran me out wow!! i *** hate ford so god *** much righg now
View full review
Loss:
$1500
Reason of review:
completely discriminated against

Preferred solution: i paid to get my car brought up here its not a difficult job but ford has the only tool i want my car fixed immediatly

Anonymous
map-marker Vancouver, Washington

Vancouver Ford - Ford Review from Vancouver, Washington

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
They ran our credit 8 times we asked for a specific bank which they didn't use. They tried to used some Alaskan CU. when asked why about the bank I got told a lie that it was a cheaper rate false my bank was the same rate. Got that fixed asap...Then they told us they only run our credit 1 time and they would not shot gun it well that is another lie then here is the message from the GM what a joke! They are liars! Stay away unless you do what he suggest below lol give me a break ! Hello, Throughout the process of obtaining credit for consumers we first inquire the credit rating of the said customer from Equifax, Transunion or Experian. In some cases we will inquire at all three companies due to the fact that scores vary at each bureau as well as the element that different lenders accept and/or base their decisions from the three different bureaus. After we have successfully obtained at least one score we will then submit the financing structure to various lenders in order to obtain the most attractive lending terms for our customers. We do not benefit in any way by these said submissions. Each lender will then identify the risk of the client by inquiring from one or more credit bureaus prior to offering finance terms to this customer. This is the process of retail automotive lending. In your case, it appears that we submitted, on your behalf, to Oregon Community Credit Union, Unitus Community Credit Union, Chase Auto Finance, First Tech FCU, SELCO, Harborstone CU, Capital One Auto Finance and Alaska Federal Credit Union. I deeply regret that we did not send it exclusively to SELCO. Any other credit inquiries of your credit would not be related to Vancouver Ford. In the future, in order to prevent this process I would suggest that you either pay cash, therefore eliminating the need to obtain financing, or obtain a pre-approved loan amount from the lending institution of your choosing prior to applying at a dealership. This will reduce the number of inquiries to one to two total credit inquiries as it relates to the transaction. Please reach out to me personally if you feel there is anything that I may do for you or have any additional questions related to the transaction. Sincerely, Monte PhillipsGeneral Manager, Vancouver Auto GroupFord/Hyundai/Suzuki/Quick Laneoffice: 360.694.8500e-mail: mphillips@***.com 2015 VanAutoGrpLogo-All-NoMtn
View full review
Reason of review:
Problems with payment
Constantina Fnp
map-marker Portland, Oregon

F350 keeps breaking down

I bought a F350 Crew Cab Super Duty three years ago from Vancouver Ford. I've had the truck into their service department 13 times and it's still not fixed. The employees are rude and the supervisors avoid me. I know enough about auto mechanics to know that they're not doing the testing they say they are, and haven't done the repairs they say they have. I just want my truck fixed. What happened to quality products? What's happened to customer service? Maybe I should give up on Fords. I know I give up on getting anything taken care of by Vancouver Ford...
View full review
Loss:
$53000
1 comment
Guest

Vancouver Ford is the worst ford dealership on the planet!

Why Trust Reviews on PissedConsumer?

  • Professional auto and live moderation
  • 100% user-generated content
  • Equal opportunity and protection
  • Zero tolerance for fake reviews
  • Verified content
  • PissedConsumer is on the Inc. 5000 list

For more information read Blog article