Stevens Jersey City Ford — Local services in Jersey City

This dealership is the most disorganized place I have ever seen. They are exactly what you picture when you think of a sleazy used car dealership. The salesperson I had was amazing. She is no longer there and that is too bad. She was the only redeeming quality to the dealership. I went to the dealership knowing exactly what I wanted. They tried to force me into a car with more than what I wanted / needed. Then they finally found the car I wanted and promised me a Monday delivery. I called on Monday to make sure things were still on track and they didn't get the car and it was not available again. How does that happen??? They tried again to get me to pay more for a vehicle I didn't want, even tried to push me into buying a car that had been used as a dealer loaner car. I tried to find a win, win and pay a bit more for a car that I didn't want if they would meet me in the middle with the additional cost. They refused and magically got the car they originally promised me. The finance person is incompetent and disorganized, not to mention impatient. I was trying to read the documents I was signing to confirm everything looked correct. He would get frustrated if I asked a question or took any time to review the legal document I was about to endorse. Come to find out, it didn't serve him well at all. He made a mistake on the info he had me sign and I had to make a trip to go back in. Here I am a month later, needing to make a payment on my car and the Ford Finance people don't have my deal. That means I don't have a loan number and I can't make a payment that is due in 3 business days. They claim to have called me 2 times to let me know my license plates have arrived but I didn't get the calls they claim to have made. I am currently waiting for the GM of the dealership to call me back as they still don't know what they are going to do about the loan. I am getting ready to escalate this to my attorney to settle as it has taken far too much of my time already and still is not over. Needless to say, I would give negative stars on this review if that was an option. This just keeps getting better. I wish I was making this up, but I am not. I went back to the dealership last night (9/13/2017) to get the plates for my car. Mark (I think he is a manager of some kind) overheard my name when and said "I hear you had a bad experience" . I proceeded to tell him everything I have written above. He then blamed me for having my sales person fired because of the survey I filled out. I know how these surveys work as I used to sell cars many years ago. I rated her all 5's because she did a great job. I did add in the comments that things were not great with the dealership and the management. I asked Mark if I could see the survey results since he was telling me different than what I populated. He couldn't get the system to work... Shocker... Good news! I finally got my account number and was able to make my payment. Bad news, they have the wrong date either on my lease agreement or with Ford Credit. They show my due date as 9/12/2017 and I didn't even get my loan number till 9/14/2017. Let me say one more time, they don't deserve even the 1 star I have to give to post this review. They are disrespectful and liars. I am shocked they are still in business with the way they treat customers. I highly recommend that you do not do business here unless you are looking for issues and countless hours / days / weeks of...

I have been here a couple of times for regular oil changes and a battery replacement. However, this latest experience was the biggest let down. I brought my vehicle in on Wednesday 5/22 due to a noise I kept hearing coming from the engine. Since the moment I arrived, I was given very cold customer service but didn’t think much of it. However, they were quick to diagnose that it was a cracked flywheel. I was informed that thankfully Ford would cover the issue but that the piece wouldn’t arrive until Tuesday 5/28 due to the holiday and what not. I was told it was not recommended to drive it around but if I wanted to drive home and bring it back that was an option too. Being the over precautious person I am, I decided to leave it because I didn’t want to cause any bigger damage. I asked for a lender, they said they didn’t have any. Okay cool, whatever, I asked if she can let me know what caused the cracked flywheel she said of course let me ask the technician. 30 minutes passed by and she never came back and I decided to leave. Upon finding her on my way out, I ask if they have another sister dealership that I may get a lender at and she says they’re private owned and don’t do lenders and still didn’t notify me what caused the crack. Tuesday 5/28 comes and I receive no phone call or notification. I text the person that took care of me since the beginning at 10:23am to ask about an update. The person calls me at 10:54 to let me know that the piece didn’t arrive but it will sure arrive here the next day, Wednesday 5/29, due to the holiday delay (again). She guaranteed me it would come in Wednesday and that not to worry because the car is already being worked on and just waiting on the piece. On Wednesday 5/29, again nobody reached out. I texted her at 12:33pm and at 12:41pm she calls me to say that they have the piece but due to the under car being “rusted” the technician is having a difficult time putting it in and didn’t want to break anything so at this point I might not get my car done today. At this point, I express how upset I am that I receive no notification of what’s going on until I reach out to them and I don’t like that. She explains she does her walkthroughs and then gets backs to customers but today I got to her before she got to me. Immediate BS, same thing happened the day before. Also, how is it possible that they realize now that the job will be a bit a more “difficult” if according to her, she guaranteed they have been working on it since Tuesday (the day before). I’m no technician, but I would assume that if you’re under my car you would be able to tell that it may take a bit more than a day. I asked to be called later that day to let me know what’s going on. At 2:36pm on the same day she guarantees it won’t be done that day but it can be ready tomorrow (Thursday 5/30 or pushing it, Friday 5/31 by noon) I told her I appreciated the honesty this time. It was ready and completed by 5/31 at 4pm.

My annoyance was the lack of communication, the lies, the lack of transparency, and the poor customer service. My thing is, did they not care to have my car ready due to Ford covering it and not me? Even if that was the case, I’m assuming Ford has to compensate them in some form.

Please stay away from this dealership for any thing other than oil changes or quick fixes. Unless she lied, they provide no lenders nor...

The GPS on my mustang was acting up so I made an appointment weeks in advance to have it checked and get an oil change while I was at it. I was told it usually took "2-3 days" for diagnosis and repair. I left my car first thing Wednesday morning. When I hadn't heard anything about things were going on Thursday, I made a call to check in. Left a message for Erica--my service advisor who was "not at her desk."

A few hours later, I called back to check in since I hadn't heard anything. Erica had "stepped away" and they were leaving a message for her.

Since it was getting towards the end of the day, I made one more call before the shop closed and "just missed her." Fine--I figured I would hear back Friday.

I called Friday morning. Erica was "not available." Becoming annoyed at this point, I began calling back around every hour just to see if I could catch her. I left messages. I spoke to other people. No one knew what was going on with my car. Every time I called, Erica was "unavailable." I saw the office where the service advisors work when I left my keys--it's a small room with 4 computers that all face each other. It can't be that hard to get a message to Erica to call back a customer. But still nothing.

Finally, annoyed that I was a paying customer who was absolutely being ignored and treated like garbage, I began making numerous calls through the rest of the dealership until I finally annoyed enough people that Erica decided she might as well call me back. Turns out, absolutely nothing had been done to my car 3 days after I left and despite numerous calls to check on it.

Disgusted and irate, I went and picked up my car and will be taking my business elsewhere. And I advise all other people to do the same. This dealership doesn't care about customer service. It doesn't care about good relationships with patrons. Employees are just passing time and collecting a check.

All it would have taken was one phone call to me after I left messages to say...sorry, we're running behind. Things are taking longer than expected. We probably can't work on your car until Monday. I'm understanding and that would have been fine. I would have left my car and gave the dealership my money after the service was complete.

But when a paying customer leaves dozens of phone calls just to check on something that could be dealt with with a one minute return phone call, and nobody has the courtesy to even call you back, that's not cool.

Avoid this place at all costs. Terrible customer service. Terrible worker attitudes. And terrible Erica, who is too busy--or just doesn't care--to ever call you back or see how your car is doing. Some service coordinator... Zero stars if possible. Terrible terrible experience and I would never recommend giving them...