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Sanders Ford, Inc.

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Reviews Sanders Ford, Inc.

Sanders Ford, Inc. Reviews (6)

Nothing but problems from the get go a pure lemonTraded my [redacted] in for the [redacted] and as soon as I got it it was nothing but problems. I called them and told them and they said it was my problem so I went to my bank and they couldn't do anything with it. So I stopped using it and told the bank to pick it up. I feel like I was cheated and lied to the whole time . Desired SettlementI want the price of my car I traded in for.or another [redacted] the same as mine or Business Response I am so sorry that Mr. [redacted] is unhappy with the used [redacted] he purchased from us back in 2012. I am not sure what he is asking us to do but if he is asking us to give him a [redacted] with 94,000 miles, we can't do that. If he is still having problems with the [redacted], he can bring it to us and we will look at it.

Purchased a new [redacted] from Sanders ford. All was fine at first then I started having problems. After several times in the shop at a [redacted] dealer closer to me for the same problem I called the salesman at Sanders and was told that there was nothing he could do for me. So went back to the dealer closer to me and traded the vehicle since I could not depend on the 2014. I purchased an extended warranty for the 2014 and was informed that the 2014 dealer (Sanders) had to cancel the warranty for a refund. I saw the local ford dealer fax the papers twice. After five months of calling Sanders I finally got the Finance man for that dealership to call me. I explained what I was looking for and was told he would call me back no later than the next day. After a week of no response I called the general manager Mr.[redacted]. His attitude was one of the worst that I have ever dealt with in over 20 years. ( I buy a new truck every year and a new car for my wife every 2 years. So yes I know how a customer should be treated. I still don't have my refund and with all this trouble will probably never buy another ford again.Product_Or_Service: extended warrantyDesired SettlementPay me the monies owed from the date of the original tradeinBusiness Response Correction: MR. [redacted] talked to the owner[redacted]. I am the GM, [redacted] I was in my father's office when Mr. [redacted] called. Mr. [redacted] would not tell my father what he needed. He just kept expressing how much trouble he had with a truck he bought from us but had serviced at another dealer. He told us that he had already traded the truck. We were totally confused as to what he wanted from us.I just checked with [redacted] ([redacted]) who does all of our cancellations with Ford warranties. She has not received anything on cancelling his warranty. Not sure where the other dealer faxed it, but we did not receive it. [redacted], will call Mr. [redacted] right now to process his cancellation. We apologize for his frustration. We have no problem processing the cancellation. Thank you and have a great day![redacted] GM

It was a very shady experience where a routine oil change took 3.5 hrs with the service associates giving my wife different stories and multiple lies.12/15/2015Routine oil change for a 2010 Toyota Prius. I called before hand to see if they could do an oil change on a Prius seeing as how it is a ford dealership (my other vehicle is a ford) they proceeded to assure me that it would be no problem whatsoever. My appointment was a 1:00pm. By 2:30-3:00 my wife started to wonder what would be taking so long and that is when they said they didn't have the right filter and had to go to the Toyota dealership (hence the reason I called beforehand) they then told her that the oil change had not even begun because our oil cap was too tight and they could not get it off. That is bogus...I just purchased this vehicle and had it inspected prior to purchase. After waiting even longer she asked again and was told just to be patient. After waiting even longer she was told that the oil cap was now broken and that they needed a new one but she would not be charged (obviously...why would we be?!). After another 20 minutes she was told it was done and would be out in 10 minutes. 30 minutes go by and it's still not done. Finally after about 3.5 hrs of lies and frankly rude customer service representatives I called the dealership and asked for a manager to find out why my wife was being lied to and what was going on with my car. The manager acted as though he had no idea what was going on at first even though by this time my wife was the last remaining customer there. He then proceeded to nonchalantly explain that my oil cap was the problem but that they would cover it all. That's fine and quite frankly what should happen however I still wanted him to know that being lied to over and over was beyond unprofessional and that I would be immediately taking my vehicle to a trusted mechanic and get it inspected due to the sheer amount of shady correspondence that took place with what should have been a routine procedure. He then got a huge attitude and said "You know what, I was going to cover the new cap and the oil change but now you can pay for the oil change! How do you like that?!" He then hung up on me. His name is [redacted] and he is the service manager. They finally 5-10 minutes after my call gave the vehicle to my wife and he rudely told her "Just leave!" As my wife is driving away and pulls on the highway she notices that all of the electronic gauges have been messed with and it is now telling her digitally (that's how the Prius is) her speed in kmph vice mph. This is a hazard for someone not used to it and has nothing to do with an oil change which leads me to believe this is some sort of childish prank that this dealerships service department engages in with customers they've had an issue with. Well, I take issue with that.Desired SettlementI would like a personalized apology from the manager to my wife and myself and pending anything else that they messed up I would like for them to cover any negligence. Also, no contact after that.Business Response We did not charge this customer for the service because it took so long. We do apologize for how long it took but had to go to Toyota twice to get parts for this oil change. The oil filter cap was stripped and it took longer than anticipated. Again, we apologize your free service took 3.5 hours. We do not participate in childish pranks on customers. More info received from the Business on 12/23/2015 Everyone involved with your service experience has already apologized profusely to include the service manager [redacted] Might keep in mind that this delay was completely un-intentional and was caused by improper service from the last person who changed the oil. We value our customers and would NEVER intentionally cause any damage or delays. I am sure that the speedometer was un-intentionally set on km trying to re-set the oil indicator. In the future you might try being respectful to people that you encounter that are indeed trying hard to help you. Cursing and threatening ( at our service manager)to smear our reputation is probably not the best way to get a positive response. Bullying someone, also probably not the best way to get the results you are expecting. We do indeed apologize for the delay and hope that you are able to see that it was un-intentional and the fact that we covered the complete service (over $100.00)including the damage that was a result of someone else's negligence should show our intentions to keep our customers happy with our services. You have kept your word on the slandering to include false accusations. We will adhere to your request by not contacting you any further. We wish you and your family Happy Holidays.

Multiple trips to service leaves vibration issue unresolved. Spent $2400 on repairs and issue still not addressed. Incompetent staff.Vehicle brought in multiple times for vibration spent $2400 repair/replace. BRakes/rotors. Told issue was resolved. Drove truck home still had vibration. Returned truck to service. Told could not find vibration. Stated the vibration is present at 55 mph. Set cruise and the vibration will be felt. I was told the techs and service manager could not find it. I returned to service and drove 2 minutes with service manager and replicated the vibration. It was glaringly apparent that not only did the technicians and service manager (who supposedly drove the truck) could not replicate issue, they could not follow simple instructions on how to do so.Desired SettlementProvide staff and technicians who can read and follow directions and actually address the original issue vice deflecting attention to another problem that has nothing to do with work order. Example: a dead battery will not make the truck vibrate at 55mph.Contact by the businessBusiness Response we are working on his truck right now trying to fix it. We will do everything we can to make him happy again. Thank you for the feedback.Consumer Response Manager responded in a timely fashion. Vehicle was repaired and I am very satisfied with the outcome. Sanders Ford has regained my trust and I would gladly return for service.Final Consumer Response

Damage done to vehicle during repairI took my vehicle into the shop several times to have my remote start fixed. The first time, they ordered the piece. I was never contacted back when the piece came in, instead I received an email stating that the repair was completed. The repair was never fixed. The second time I took it in to have the part installed and have the brakes looked at. It was shaking when I braked, so I brought it up to their attention. At the end of the day, they said they "fixed" the issue, but truthfully, they never looked at it. When I picked the truck up that evening, there was another customer's service record sheet in the vehicle, not even my own. So, the following week I called to make an appt for an oil change as well as finally get the brakes looked at. The truck had no damage to the wheels when it was taken in. I picked the truck up later that afternoon and was told that I needed a new tire because I had damage to the back right rim and tire. There was a huge chunk missing out of the tire and the rim was scraped. They told me I must have hit a curb and rashed the rim and tire. So, I told them I didn't notice the damage before. I ordered a new tire and had it installed which costed $216. Later, I took the vehicle to another mechanic who told me that the damage was definitely not curb rash that the damage was too "smooth" to be done by a curb or road hazards. So, I called [redacted] the next day and brought it up to their service manager. He said he would look into it, and let me know. Hours later, the service desk advisor called me interrogating me, wondering why I thought they did the damage, and being very defensive and rude about it. I said, another mechanic said it was definitely damage from the shop. I did have the brakes looked at, and they resurfaced the rotors. So, they were handling my tires and rims. [redacted] the service advisor, said she would get to the bottom of this, and I have yet to hear from anybody. Desired SettlementI am looking to have the business look at the damage on the vehicle to see for themselves that it was too clean for it to be curb rash. I also want them to own up to their mistake and refund me the amount I spent on a new tire, as well as, repair my rim or replace it with a new one. Business Response We turned the rotors on the front wheels, the damage is on the rear wheel. We showed the customer the damage to the tire and wheel because we felt it was dangerous to drive on. Mr.[redacted] told us that his roommate drives the truck and could have been responsible for the damage. The damage to the tire and wheel did not happen at our shop. I am sorry that he believes it did.Consumer Response My roommate does drive the truck, however, he has been gone for the past week when I brought it in and it was sitting in my driveway the entire time he was gone. It was not like that the last time I brought it in, and it was only about a week before the last time it was there. It was not there and nobody noticed it before. It was driven home and parked in my driveway until I left to come to the shop the day my rotors were turned. The scrape is way too clean to be curb rash. Also, curb rash would not tear that tire the way it was torn. Curb rash is jagged and rough. This scrape is very clean. Final Business Response I don't understand how Mr.[redacted] thinks we are responsible? We worked on the front of this truck! We showed him the damaged tire and informed him that it was unsafe. He said something like "I am going to kill my roommate, he did this to my other car too." It was the next day that he called back and blamed it on us.

This dealership consistently provides poor serviceI now have damage to my vehicle after a tire change. Service is playing games and stalling.Please assist me in resolving my maintenance concerns I have with Sanders Ford.I purchased a new [redacted] during my last military move at [redacted] in Arizona. Once we arrived in North Carolina it was oil change time. The very first oil change my wife picked up the truck and the service department got oily handprints in the interior doors and fabric seats. I called the dealer and complained. Service sent a young man to wipe the door and steering wheel. However this did nothing for the interior.Prior to Thanksgiving I had my wife take her truck to get the oil changed and to have warranty items fixed. The trailer plug a pin had been pulled out and the bed liner was broken. [redacted] informed my wife that the tire rotation could not be done because the tires were in too bad of shape. My wife asked [redacted] how was it possible that there was no warranty left on tires that had 18,000 miles on them. [redacted]'s response was that Ford sells new trucks with "showroom" tires that will only last 12k miles on their new trucks. She also told my wife that there was nothing wrong with the trailer plug adapter and the bed liner was not a warranty item either. My wife asked if either of our extended warranty or the additional service plan that we purchased covers any of the issues, [redacted] said that she checked into it for us and neither of them did. When my wife returned on Friday to have the new tires put on, she was told it would take an hour or so. This was at 2:30. At around 4:30, [redacted] came out to apologize about the wait, and said that there was a problem with the alignment that was causing the delay. My wife asked is that why the tires went bad to fast? She said she didn't know. She didn't leave Ford until around 6:30. Once home I noticed the grill was damaged Sanders Ford service was now closed. We had trip reservations. Once we returned to town, I contacted the service manager at [redacted] to inquire about tires at the time of our purchase. He informed me that 12k mile life expectancy sounds like a miss representation the factory tires should have lasted into the 30k range before replacement was mandatory. Next, I contacted Sanders Ford and spoke with ** he was very helpful and had no records of tire depth measurements being monitored during service appointments. In conjunction with every oil change the technicians are to check the alignment rotate and balancing the tires and provide measurements of wear. The previous 2 services, I noticed the tires had not actually been rotated. A miss alignment may be a warranty item and tire replacement at low miles. We should have been offered a warranty or prorated replacement. I was asked to call back in a week re contact ** the following week Monday to check if he could locate mechanics notes for them to find information on tire measurements. The tires were to be held for me to see. Finally, 16 at 7:30AM I took the truck in and addressed the issues in person. I was called back at 3:45PM to tell me they are ordering parts. [redacted] the service manager called me back at 5:00PM to and acted like this was the first he had herd of my situation and he would call me back. 6:00. I went to the Dealership to check [redacted] had left for the day and I could not pick up the truck because they found another alignment issue. I called [redacted]s Cell phone. During our conversation he agreed to replace my grill and he would send a shuttle to get me in the morning for a meeting about the tires refund the shuttle never came. I had to call and get the shuttle. Next only my suspension and trailer plug was fixed [redacted] is doing a claim through Ford to get the tires and grille fixed for me. I will find out this Friday. I don't believe waiting will restore my confidence in Sanders Ford service and feel that the dealership is playing games and has no intention to repairing the damage they did to my truck. This dealership consistently provides poor service and have made a habit taking advantage of situations to make sales.Desired SettlementI want a refund of $967.76 for tires Damage to the front grill replaced. now there is a alignment issue that was re-discovered? this may have affected the new tires already I would like exact measurements of wear. Business Response Contact Name and Title: [redacted]Contact Phone: [redacted]Contact Email:[redacted] decides what is covered under warranty. Sanders Ford does not. Tires are covered by the tire manufacturer. Again, Sanders Ford does not decide what is covered under the tire warranty. If we damaged the truck, we will fix it.

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Description: Car Dealerships

Address: PO Box 670, Jacksonville, North Carolina, United States, 28541-0670

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