Cleveland Ford — Local services in Cleveland

Purchased and traded a vehicle in with Cleveland Ford and it was nothing more than a bad experience from the beginning. Called in on the morning of Friday 11/29 to inquire about a used vehicle on the lot. Gave them my information and was informed that I would receive a call back from a used car specialist so they could review my trade in and we could work on getting some numbers on paper before I made the 2 hour drive to the dealer. Waited most the afternoon and never received a call or text as promised. I decided to call back to the dealership later that afternoon and found out not only did they have my number in the system wrong they also had the wrong name in the system...I guess that should've been the first red flag for me. They "updated" the system and called me back requesting information on my trade as well as pictures. I sent in the requested information and received a call back from Glen shortly there after. We discussed number on my trade as well as their numbers on the truck. Glen stated that there was a non negotiable $699 doc fee as well as a $1300 upcharge (a pulsing 3rd brake light as well as a paint protective) however, those items could be removed to lower the numbers. I told Glen that I wanted those "additional" items removed as they weren't something I was interested in and that I would be there between 10AM- 10:30 AM Saturday morning to do the paperwork and trade vehicles. Saturday morning I arrived at the dealership and was greeted by Glen. He immediately started taking photos of my trade before I even looked or test drove their vehicle. I found it odd but he stated the photos were for the appraiser, also weird since they had already given me a number on my trade in. The used car manager came out and took my car for a test drive while my husband was out test driving the vehicle we were interested in. Went in the to start reviewing the paperwork only to realize none of the paperwork had been started...another red flag! I told Glen that I needed to make the process speedy as I had both my children there (2 under 2) It seemed that the request went unheard as it was tons of back and forth to the copier, and lots of confusion surrounding taxes, tags, and fees since I was an out of state buyer. Oh and the upcharge isn't something that can be removed! Over 2 hours later I finally made it to the other building to do the finance side of things, also strange to split buildings on one deal. I to text my husband and ask if the truck was ready (stickers removed, vehicle cleaned, temp tag, and gas topped off) so we could hit the road when the paperwork was done to which he responded NO! Monday morning 12/2 I received a call from the used car manager informing me the dealership left their extension cord and inflatable Santa in the bed of the truck to which they requested to send a driver to my home 2 hours away to pick up their Santa because they didn't want to come out of pocket another $500 for a new one. I was also advised by the used car manager that Glen was no longer employed with Cleveland Ford, not something that really should've been discussed with me. Seems to me the Santa would've never been left if the detail job had actually been completed as it should've been! Tuesday 12/3 I get a call from my husband informing me that Capitol Ford had my trade in posted for sale and to check the photos online. Check the listing and see the "appraisal" photos of my car listed on their website with pictures on my personal license plate AND pictures on my minor child! To say my blood was boiling at this point is a complete understatement! I called the dealership demanding the pictures to be removed immediately and was told the managers were in a meeting they would deal with it when they were done. After multiple hours/ days of my child and my tag information being out on the World Wide Web the photos were finally removed. Capitol ford has done nothing to make these issues right so unless you want pictures of you minor child or personal information posted out on a for sale ad I'd say take your...

BUYER BEWARE!! Just recently, I found a vehicle on their website that I wanted to test drive. I made contact with them and the sales person said it had not been through inspection yet and that I could not test drive it. (I do not buy sight unseen). It would be a few days before it was available for a test drive. I inquired about the price. They indicated that the price was the price but there was a little room for negotiation. I was a bit confused and said just let me know when it was available for driving and I would still consider it, but, I would continue my research.

Later that evening one of the managers called me. We discussed the price and decided it was fair. He asked me if he could get it pushed through inspection if I would come test drive it. I said absolutely, I can be there the following day at 3:30. He said he hoped it would be out of inspection by then but he would do his best. I also said that I would get my financing lined up and be there by 3:30.

The next morning around 11:30 I received a text from the sales representative stating that the vehicle has passed inspection and was ready to be test drove but that it might not be detailed by my appointment time. Everything seemed in order at this point. As I was on my way there (just over an hour drive), I got a text message stating the vehicle had been sold. They had actually sold it earlier that morning before they confirmed my appointment after the inspection was completed.

I was shocked to say the least. Unknown to me and according to them…it was my fault for not knowing their business practices and not putting a $500 Non-Refundable deposit/hold on it. However, not a single Cleveland Ford employee (of the 5 I communicated with prior) had told me that they would sell the vehicle out from under me without the Non-Refundable $500.

You couldn’t call me and tell me someone had came in and was showing interest and that I needed to put a hold on it or you would sell it? Oh wait…my fault again…right?

I called them and got a manager on the phone. I expressed my concerns and got nothing but excuses and blame. Every time I challenged the excuse it changed. He did let it slip out that he was the one who actually had the vehicle bumped up in the inspection line (for “me”) so, I could drive it. This guy, who also knew I had an appointment, is likely the one who signed off on the sale that morning. This would explain his defensiveness. I told him that I wanted to speak to someone higher in the dealership.

A short while later another manager called me and although very cordial, no real apology was given. She stated that in my communication that I never provided clear indication that I was interested in buying this vehicle. Say What? I said I was specifically coming up to test drive this vehicle, made an appointment, your sales manager rushed the vehicle through inspection (for “Me”), but, I’m not serious? I don’t see where there is any reason to be confused here or doubt my intentions. We talked a bit further, then, she finally admitted that the problem was due to internal miscommunication.

She was nice enough to send me a link to another similar vehicle. We (Cleveland Ford) will shaft you on the vehicle you want, but, will gladly sell you another one. No thanks!

I am leaving the names and photos out at this time. I can add them later...

If we could leave zero stars, we would. This dealership is everything people dread about buying a car: dishonest, manipulative, and completely disrespectful of their customers’ time. From the start, we were lied to. They dangled promises they never intended to keep, kept stringing us along, and when it came time to actually do business, they pulled a classic bait-and-switch. We went to the dealership on a Friday, knowing exactly what we wanted but they did not have it on the lot. Salesman Chris promised they would find it for us at another dealership and make a trade with them or would be able to order it for us. Later that day Chris called stating that they found three and made an appointment for us to come in on Monday and look at the window stickers. When we arrived on Monday the window stickers were not printed for us to look at, but they started the process of taking pictures of our trade and test driving it. After a while of sitting and waiting we came to find out they in fact had not found three and had not even looked our tried to find one. Instead, they printed the window sticker for one on their lot that was way more expensive and had features we did not want. At this point manager Todd came and told us we would not be able to get what we wanted because one feature we wanted, heated seats, could not be added to a vehicle with cloth interior. So, we should just make a concession and purchase what was on the lot because it would be the closest, we could get to what we were looking for. At this point we knew we were being lied to. My husband is very knowledgeable about cars, and we did our research before deciding on what we wanted. So, we in fact know that you can get heated seats in a vehicle with cloth interior. At this point we said we would go elsewhere and find a dealer that would meet our needs.

Instead of honoring what we asked for, they ignored us entirely and tried to shove us into a vehicle we did not want — one that was way more expensive than what we had discussed. It was crystal clear they cared more about padding their commission than about actually listening to customers. The whole process felt slimy and staged, as if they assumed we would not notice their tactics.

We left not only without a car, but with a complete lack of trust. We have never walked away from a dealership feeling more frustrated and insulted. They wasted our time, disrespected us, and then had the audacity to act like they were doing us a favor. Do yourself a favor and stay far away from Cleveland Ford. There are plenty of dealerships out there that value honesty and transparency — this is not one of them!

We contacted Dayton Ford the very next day, Tuesday, and they found us exactly what we wanted and had it on the lot by the end of the week and yes it had heated seats with cloth interior. The finding and transport of our new vehicle, trade, paperwork and sale only took four days and we have the vehicle we want! No hassle, no lies, no deception. Zach at Dayton Ford is the best salesman we have ever dealt with and will always go to from now on. Dayton Ford hands down provided the best car-buying experience we...