Madison Ford — Local services in Orange

I can't say enough good things about this dealership. I purchased a brand new specialty Ford vehicle from a dealership 2 hours away because they were the only ones I could get the vehicle I wanted from. They were great right up until the vehicle arrived and then were a complete stone-wall when it came to assisting with any of my issues I had with the purchase and later the vehicle itself.

To make a very long story short, I had to have the vehicle repaired due to damage that the dealership didn't detect when they accepted it from transport. The dealership I purchased from made it next to impossible to work with them to have it repaired, and wasted several work days having me bring it back and fourth on the 2-hour one-way drive- even after they sent me the email chain where Ford agreed it was a "warrantable defect". They finally suggested I have it taken care of "locally" to expedite the process.

Culpeper wanted nothing to do with it. They kept telling me they would "look into it" but never actually made much headway. They may have ultimately taken care of it, but not without a lot of work on my part.

Finally, I stopped into Madison Ford to see what they could do. While I was waiting for Jonathan Bradley, the sales manager, to assist me I was approached by several employees of the dealership who could not have been more pleasant to deal with. We could have chatted for hours- incredibly laid back, friendly people.

At one point the service manager, Shaun Zeller came out to take a look. I gave him the short story of my situation and he responded with "Take it to the local body shop. They'll fix you up, have them send me the bill."

And that was it. None of the weeks of back and fourth scheduling, driving up and down the highway to have more people look at it, none of the "let me talk to Ford and get back to you" delays. Just action. After trying for 3 months with the dealership I purchased from, and later Culpeper (who I have also purchased past vehicles from), Madison had my vehicle fixed under warranty claim in less than a week- despite me never being a customer there or spending a dime at the dealership.

Prior to all of this, when I was searching around for the vehicle- Jonathan Bradley gave me very valuable, free insight into how I should approach my reservation and my negotiations with the other dealership, even though I had not reserved through him. His advice was priceless and helped me get the vehicle I wanted and for a price I was comfortable with.

It's amazing how far a little professional courtesy will go and just doing the right thing by people, even if they are not your customer yet.

I will be buying all of my future Ford vehicles from...

My wife and I were in the market for an SUV, but I was very much dreading having to go into a dealership and deal with a pushy salesman. I have had some not so pleasant experiences with other dealerships.

But the experience my wife and I had at Madison Ford, was very pleasant. Billy came out as we were looking around at their used inventory. We came in, because we had seen a Ford Escape on their website priced very reasonably. It was a Saturday afternoon, we got there about 45 mins before they closed. So we weren't expecting to test drive anything, we just wanted to walk around the vehicle and see if it was worth pursuing further. The Escape was being driven by another customer when we arrived, but Billy showed us the other used vehicles that they had on the lot. He asked us about our needs and really tried to match our needs to the "RIGHT" vehicle. Billy was very knowledgeable about ALL of the used vehicle on the lot.

After Billy asked us several questions, he showed us a 2014 Mazda CX-9. The wife and I looked it over and at this point it is a little after 5PM (Closing time). He asked if we wanted to take it out and see what we thought of it. We took it for a short test drive, and we loved it. When we got back to the lot, Billy offered to stay if we were wanting to buy the vehicle then, but he wasn't pushy at all. We agreed to "sleep on it". I told Billy that I would call him Monday Morning and let him know what we had decided.

Monday, I called Billy and told him that we were very interested in the vehicle. We began to talk about price, and he got us a great deal on the vehicle. I was at work on Monday, but Billy had everything squared away for my wife and me to finalize the sale Monday evening after we got off work.

When we got to the dealership Monday evening, we test drove the vehicle again just to make absolute certain that this was the perfect vehicle for us, and it was.

The whole time we dealt with Billy; he was very professional, patient, and personable. Billy and the team at Madison Ford proved to me that not all dealerships are the same. There are still some dealerships out there that just want to serve the customer and can make buying a vehicle as painless and as simple as possible.

My wife and I had a great experience, and we definitely recommend Madison Ford for your...

I had my 2018 Honda Civic inspected with Madison Ford last week. I picked it up after it passed, but while I was driving home, I kept hearing scraping noises from underneath the car. When I got home, I looked under the car and saw that the front of the splash guard was hanging down because the two front bolts and one of the pin screws were missing. I called Madison Ford's service department and asked if I could come back and have them put the missing hardware back on, and they said yes.

Before returning, I removed the pin screw opposite of the missing one, so it would not come loose and fall off while I was driving because it is a Honda specific part that I would rather not have to order a replacement for. When I dropped my vehicle off with the service department again, I handed the pin screw to the gentleman at the front window and explained to him that I removed it to prevent it from falling out. After waiting about 10 minutes, the same gentleman pulled my car around and told me that it was ready to go.

Once I got home, I jacked the car up to check that everything was put back together properly this time, only to see that NONE of the missing hardware had been replaced, including the pin screw that I had handed to the service technician, and the splash guard was now being held in place by two zip ties. My vehicle is now missing two pin screws and two bolts that were there that morning.

I'm baffled that their supposed certified technicians cannot be trusted to appropriately reattach parts that they removed for a routine state inspection. I'm very lucky that the hanging splash guard didn't catch anything, get ripped off, and damage my vehicle while I was driving. This is something that should not have even happened in the first place. I am extremely disappointed in the service department for this completely unacceptable oversight.

I tried to reach out to both the service manager and general manager regarding this incident and to request to pick up the hardware that their technicians neglected to fasten to my vehicle, but have received no...