Service or lack thereof
Requested an on-line service appointment days in advance. Received an acknowledgement from the service department on 07/31/19 for a scheduled all day appointment on 08/02/19. Dropped the vehicle off on the evening of 08/01/19 so the service department would have access to it first thing on 08/02/19. Service department had both home and work phone numbers. (No phone call was received from the service department during the day on 08/02/19 - I initiated both phone calls to the dealership that day. First phone call around 4'ish p.m. wanting to know the status of my vehicle, only to be given the explanation that the appointment was an all day appointment and they were there until 6:00 p.m. No other phone contact was received, so I decided to call around 5:45 p.m. only to be given the explanation that they couldn't get to it. I told them that I would be on the way to pick up the vehicle. When I arrived at the dealership they had it locked up somewhere out back and gave me the explanation that they would look at it the following week. (DEALERSHIPS HAVE PHONES!) (NEVER NO MORE!) I was a fool for requesting an on-line appointment at this dealership. RESULT: Took it to a dealership in Cary, N.C. the next day - Saturday August 3rd (original dealership where vehicle was purchased) told them I realized I didn't have an appointment; however I was willing to wait. They worked me in after all other previously scheduled appointments ; trouble shot the problem; got the necessary replacement parts on order; and set up an appointment for the repair the following week. Also worth noting! The previous dealership had advised me on other instances where I had brought the vehicle in for repair or service that parts where I had desired to have replaced were no longer available. Funny thing is the dealership in Cary, N.C. was able to access and order these replacement parts so that when I return the vehicle for the primary repair - these replacement parts can be installed as well at the same service appointment. I must commend the service department at the Cary, N.C. location for being highly professional and courteous.
Unacceptable Customer Service
We had the most awful car searching experience a person could have on 6.25.18. We had been speaking with Ashleigh all week about purchasing the Edge Sport. Because we lived 3 hours away and work during the week, we would be coming on Saturday to pick the vehicle up. We had the Buyer's Order in hand from them and had been notified by Ashleigh Friday evening that we would be working with Craig Saturday when we got to the dealership. We double checked before leaving Saturday that the car was on the lot and the price with Craig and let him know the time we would be arriving. He never said once that they had SOLD THE VERY VEHICLE WE WERE COMING TO PURCHASE THE NIGHT BEFORE. Even the General Manager sent us a message to make sure we were still coming to our appointment, after he knew they sold the vehicle. So they let us drive 3 hours with our young child only to find out they had sold the vehicle we had been planning to purchase that day. Did they think that by not telling us they had sold the vehicle the night before and getting us in the door we would buy something else? Their only excuse was, "I just do what I'm told". And when we sent a message to the GM of the Dealership, there was no response. This is not a way to do business or treat customers.
Capital Ford of Hillsborough, NC
Great deal on used F250 pickup. They took awhile in getting the aftermarket items installed but the work was excellent.
Very professional and customer oriented. Prompt service and follow up.
Claude, your comments keep us motivated and working hard for all our guests! We're always here to provide professional and prompt service at a great value -- we hope you'll consider us again in the future!
Capital Ford was a stress free car buying experience for me. The Salesman Greg Martin was very helpful and listened to my car buying needs. It was the best car buying experience that I have ever had. In no time I was riding off in my new 2018 Ford Escape.
Kimberly, thank you for your kind words and congratulations on your new vehicle! If you have any additional needs or questions, we will be more than happy to assist you! Safe travels!
Outstanding car buying experience. Very easy to deal with and no pressure.
Transit Connect Titanium Owner
I schedule the maintenance service, they did the work in the time estimated, and answered some questions I had.
Michael, we are glad to hear everything was completed at the promised time! If you have any additional needs or questions, we will be more than happy to assist you! Safe travels!
Excellent Service. All the staff were very hospitable, friendly and courteous.
2017 F-150 Purchase, Hillsborough Ford was GREAT!!
Hillsborough Ford of N.C. Really took care of me on the sale and purchase of my new 2017 F-150. I drove up from Hampton,Va to buy this truck because they were willing to make a deal and move fast to accommodate my timeline. The best thing...when I pulled into the dealership and saw my future truck all Clean..tires shining..and posted up right there in front of the dealership!!! The salesman ?T.J. Was right there at my door to greet me as I stepped out my car...as if he had been waiting all morning for me , and like I was his only customer! Thank you to TJ and his support staff for assisting me to get the truck and my car to the next town over to pick up a Uhaul car transport to tow my car back home. The parts Dept and Service people were all nice and helpful as I purchase some accessories and spoke to a service lady about the 3.5 Ecoboost engine. Again...thanks to everyone, I enjoyed the trip up and back home. FORD for Life!!
We really appreciate you taking the time to leave us feedback on your experience with us, Shawn. We understand it is a big decision where you purchase your vehicles from and we are grateful to have been chosen. Thank you again for your business and we look forward to your next visit. Safe travels!
Thoughtful and fully explained the service and what should be done at a later time.