Steve Banner

Review of Hagerstown Ford

Pre-Owned Department

Pre-Owned Department

My experience with the team here has been far from pleasurable. Charles from the department greeted me as expected however didn't quite have the attitude I came to expect from most dealerships. The interaction felt more forced and that he was there more or less for a paycheck. Wasn't quite helpful in my search and not as knowledgeable about the products that are offered.

Nevertheless, I found a vehicle that caught my interest and wanted to work out a deal. Came back on a separate day with my trade in and started the process as usual. So far so good. He then proceeded to ask for information that I've provided multiple times during my first visit and the whole process started to feel very redundant and could have improved customer experience had he remembered to check his records.

The following situation is what has lead me to walk away. To preface what's to come next, I had every intention of purchasing the vehicle, the price was great and had a fantastic warranty, however my interaction with the next guy shows me the team here is not very well trained. As I have a trade in, I would need to have my vehicle inspected, which was perfectly okay and a very typical procedure. However, what is not typical, is the how the guy approached this. He walks up, sticks his hand out, not even introducing himself, and stares at me like I owe him money. Perhaps he was having a busy day and forgot his manners, so I introduce myself first. He says his name, which I can't recall at this point, and demands my keys. I asked if I could ride along and my question was met with this response: you have no business to ride along, I will be the only person driving the vehicle. Last I checked, the vehicle was still mine but his tone suggested otherwise. Rather than leave him alone with my keys, I walked. I don't see any reason I should not be able to ride in my own vehicle while someone else performs the inspection.

This experience has left me looking for alternatives and unless I can shown otherwise, I will not be returning. And let this be a lesson, if someone wants the keys to your vehicle, you better be in or next to the vehicle and don't let these people get their way. Who knows what they would do.

I may check out the New Car department sometime, and that may be a completely different experience. Until then, this has been my experience so far.