AGrayson84

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| map-marker Waldorf, Maryland

Worst customer service experience I've ever had in my life. Still trying to get resolution 4 months after purchasing a new vehicle from this dealer.

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Waldorf Ford - Worst customer service experience I've ever had in my life. Still trying...

Bought a new vehicle (nearly $90k) from them on 02/27/23. Since 02/28 I've had nothing but trouble getting a hold of the service department, the operator, management, etc.

It has been nearly impossible to get resolution to damage they did to the vehicle several months ago when the vehicle had to be brought back in for warranty work around 1 week after I bought it. After many attempts to get a hold of someone, the service manager ordered parts and never called me when they sat on his desk for weeks after arrival. Couldn't get a hold of the General Manager thru any other employees there until many calls later asking for him. I told him about the terrible experience I'm still having with his dealership and explained that if they drop the ball once more they were going to take the vehicle back-- I was tired of their absolute lack of customer service.

GM assigns his service director to call me, who then tells me he will check on status of a loaner and call me right back. 3 days later, no call from him. I went back to calling and asking for the GM with no luck. I had to make a trip up there to give him an earful about how insanely terrible my experience has been, and how much time I've been spending trying to call them each step of the way that they drop the ball.

I demanded that they take the vehicle back because I'm sick and tired of not getting resolution from them and didn't want them touching the car anymore because they damaged things both times they worked on the car. The GM insisted I was being unreasonable. After also telling the GM how incompetent EVERYONE there that I worked with has been (aside from the salesman), the best he would still offer is to get the parts ordered to replace what they damaged, call me as soon as they arrive, and have me take it somewhere else for the work. Parts came in and 3.5 weeks went by with no call to me.

A part that the GM was supposed to order was never ordered. 4 months later I still have a new car that they haven't made right.

This has been the absolute worst purchase experience, and worst customer service experience in my 39 years on this earth. This was a birthday present to myself and I completely regret ever giving them my business, and they have nothing more to offer than to order the parts they owe me, that they continue dropping the ball on. After all of this experience I don't want the vehicle anymore.

I hate stepping into it and driving it because all I can think of is the horrendous experience with this dealership that I gave business to at the cost of nearly $90k. I feel like I bought a $200 bicycle from Walmart with the service I have gotten since day 1 of trying to get the warranty issues resolved. They refuse to make this right and just take the vehicle back at what I paid for it (they wanted to offer me depreciation values, over $10k less than what I bought it for, over THEIR screw-ups). They don't value the customer over the terrible experience they have provided, in order to make this right when they know I am entirely unsatisfied with my purchase more than words can express, but they (the GM) rather value not losing around $10k to take the car back after all of this when they made way over that much in profit when they sold it to me anyway, so they wouldn't actually be losing money in the end.

The GM doesn't care enough about how terrible the experience has been, and still will only offer to get me replacements for they damaged, which to this day they continue to drop the ball on. I will absolutely never in my life deal with this dealership, or any dealership owned by this same owner (Thomas Cody, Cody Holdings LLC) ever again.

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Pros:
  • Sales process
Cons:
  • General manager
  • Customer service
  • Inability to follow thru promises

Preferred solution: Full refund

User's recommendation: Stay away from this dealership. They are incredibly terrible to deal with and will make you regret your purchase if you ever need service later.

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