Crossroads Ford of Apex Reviews (%countItem)
Crossroads Ford of Apex Rating
Address: 1501 N Salem St, Apex, North Carolina, United States, 27502-2933
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+1 (919) 466-8967 +1 (919) 467-7490 +1 (919) 469-2871 +1 (919) 460-5623 +1 (919) 653-1101 |
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Dealer breached arrangement causing detriment to my family.
I arranged to look at two used *** at Crossroads Ford that I saw on their website. I gave them the stock numbers from their website and, after they agreed to have them both ready to view on the same lot, I drove my family 3-1/2 hours to get there. But they couldn't get that right - the vehicle I was mostly interested in was at another one of their dealerships 25 minutes away and they were already closed. The 2nd vehicle was so flawed, they later put it on *** to dump it. They are completely inept if they can't arrange to have just two vehicles ready to view for someone from out of town - it was a pretty simple request. But it gets worse. You'd think they would try to make it right somehow but not Crossroads Ford - they told me they would send someone over to the other dealer and bring the vehicle back so I could see it...but only if I bought it first sight unseen for full price (even though it was advertised as being on sale for an undisclosed price)! It's like they were going out of their way to add insult to injury. They never offered to discount the vehicle or to reimburse us for the hours and fuel wasted for nothing. They completely disrespect you at Crossroads Ford and apparently they are too short sighted to realize that negative social media is far more expensive than treating people right in the first place. If my complaint is not addressed here, social media is my next stop and I will not hold back.
It is unfortunate that the customer is upset. However, all efforts were made to provide excellent customer service to the customer. The customer simply requested a price on two vehicles that Crossroads Ford of Cary could not provide. Prior to the customer visiting the store, the customer was informed that his desired discounts could not be reached. However the customer chose to visit the store and again requested additional discounts on the vehicle. The customer was again informed that the discounts could not be given. Crossroads Ford of Cary was aware that the customer had driven some distance to view the vehicles, and he was offered the cost of his fuel for any inconvenience. Crossroads Ford of Cary will be happy to work with this customer in the future and has continued to attempt to reach the customer, however, no messages have been returned.
There are at least TWO straight up lies in the reply above. Here is lie #1: "...he was offered the cost of his fuel for any inconvenience." - this is utterly untrue - I was offered NOTHING at all or I wouldn't have written any of this. Here is lie #2: "...continued to attempt to reach the customer, however, no messages have been returned." - another straight up lie. The same phone and email I used to set up the waste of time visit in the first place are still just as active as before. They made absolutely no attempt to contact me at all. I return all attempts to contact me.
Crossroads Ford has decided to double down on their incompetence and their refusal to take responsibility. Lying on a public forum such as this is incredibly dumb.
Crossroads Ford of Cary is using the internet to bait and switch (sadly). On line today they posted a ranger lariat on sale for $15K less than its MSRP by indicatring the vehicle is a program vehicle with certain miles. Their inventory website shows the vehicle greatly marked down. When I called and spoke to a sales representative, he admitted the price was wrong, apologized, but was unwilling to sell me the vehicle at the listed price. He offered others, but was not willing to sell the vehicle. Soon after I hung up, I clicked on the radio button to make my offer for the vehicle and completed all information necessary for the call back. I received a call back from another sales person stating that the vehicle price I was bringing to her attention was not what she saw on line while we were presumably both viewing the same website, yet the on line the price was still listed with an additional notice about its reduction for sale. I wish I could post this false advertisement with the pictures of the screen and the false sales. Very disappointed..
While it is most unfortunate that the customer is upset, this was not an attempt at a bait and switch. This was an error which was immediately acknowledged to the customer, and which was repaired promptly on the website. As clearly indicated on the website, there may be errors for which the dealership is not responsible. Neither humans nor technology is perfect and this misprint was simply a mistake; not an effort to deceive this customer, nor waste his time. Crossroads Ford of Cary would be happy to work this with customer and do all that is possible to earn the customer's business and repair his trust.
I live in *** Virginia and had the best experience ever with the service team at Crossroads (became Crossroads in 2017) as they had a great team of wonderful people. The corporate leadership has fired most of the team there and replaced them. I am disgusted with this culture. The team they had was terrific and did their very best to help the customer. Good luck building a business in Virginia! Such a lack of loyalty will catch up sooner or later.
We have reached out to this customer and discussed his concerns. The customer was reassured that despite any departure from the store, he will still be provided with the same excellent customer service to which he has become accustomed. The customer was pleased with the response and follow up and will continue to visit the dealership for his service and automotive needs.