Northgate Ford, Inc. — Local services in Port Huron

Purchased a used vehicle from there and there problems started immediately. Upon arrival they reassured us countless times that this vehicle would be safe and reliable to make several 150 mile plus trips that I had coming up with my 15 month old daughter, so much so that he stated he didn't even want to show me more cars. I leave the establishment with the vehicle and 9 days later, on my VERY FIRST trip out of town I ran into an issue where I had no acceleration in an extremely dangerous area to be stopped. And when I took it in again (removed) tried to convince me the car was fine and that the error codes(gas cap code) caused all the issues. Very much so under minded me, and in my eyes did it cause I was inexperienced. I take it home and the following Tuesday I have the same issue again, in ironically the same spot. So I MAKE them get it checked out. But not before (removed) can ask me to wait for it to be 30 days after purchase "so it doesn't look like we missed anything on safety". I sternly tell him no and to get it looked at. He sends me home and tells he will call me with an appointment time and a rental. This is Tuesday. Saturday i decide to call up there cause to be honest this is taking too long, get a guy by the name of (removed) in used cars, basically the only person who treated me decent, told me that (removed) was supposed to call me Thursday (pay attention, reoccurring theme) and that he had an appointment for the following week. So after I told him no phone calls were made to me he had me come in tuesday and trade out vehicles. Yet again, all week no calls no communication no nothing. I call friday, they say they're waiting for the warranty company. Few days later it changed to they told us whats wrong but were waiting for the warranty company, all the time still not telling me exatly what's wrong. They ask me a few days later to bring the current car in, which wasn't even a rental, so i decide to ask in person. That's when someone at service tells me my transmission is blown and I need 2 Catalytic converters replaced, and they're waiting warrenty company still, and when asked why wasn't told sooner didn't have an answer. Also didn't have an answer for how that big of an issue slipped through their "safety check". Fast forward a few more days and I am, yet again, getting impatient with recieving no phone calls and so I call again, they tell me that its been okayed but the warranty won't cover the exhaust, they have to. Again all fine and dandy but still no communication. Fast forward just a few more days and I receive the first phone call I've ever recieved from Northgate, from an individual named (removed), telling me that my car was fixed. When asked about the exhaust and how could "them going back on" be a decent enough explanation and the only answer I could get is "it went back on", that's it. Very short, very condescending. He ends up asking "well what do you want us to do" so i tell him that's your job figure it out. He transfers me to (removed), who was easily the rudest person I've talked to up here. He told me in no uncertain terms. You bought the car you deal with it. So I ask him how he can do that after it breaking 12 days after getting it and it not being anything near the car they boasted up to sell me, and he tells me very rudely and plainly, we will do nothing extra, no reassurances, nothing, come pick your car up. And once I pick it up the lady who had us sign paperwork was also EXTREMELY rude, didn't have the information right or anything, and then proceeded to whisper things under her breath. I went to this establishment on the recommendation of a friend, please do not make the same mistake as I did.

EDIT: Names removed due to threat...

Had my 2012 F250 SD With a 6.7 Powerstroke taken in for a crank-no start condition. After a few days they "diagnosed" a CP4 failure, I asked them to find the root of the problem and I was told the "the trucks old, these things happen" speal.

I asked for a fuel sample so it could be given to the insurance company as I just replaced the fuel filters 2 weeks prior and there was no signs of metal, contamination or anything (When the truck broke I checked the filters again and found sediment. I drained them and keep the fuel in a mason jar on the passenger floor board.) They said they took a sample from the tank and it looked fine, which was obviously not the case. They then told me a few days later that there was metal contamination and the entire system needed to be replaced.

As I kept getting conflicting information via text messages and calls from the service associate I was dealing with I then asked them how that was the case after they said the fuel sample was OK? I also asked how they didn't see the sediment build up on the new primary fuel filter and how that was OK? They responded the sediment was "normal". I've changed filters in vehicles for 10 years and not once, gas or diesel, has that been a normal thing to find. I was then told they tested the system via a computer/scanner and the low pressure system was fine and the high pressure system was bad.

After that I sought a second opinion. I took it to a well known, reputable, diesel shop in the area and they diagnosed that the low pressure pumps filter was clogged with sediment (the sediment was in the filter media and cause the filter fins to fold/collapse I was told) it then caused the low-pressure pump to fail, therefore starving the high pressure pump and destroying that as well and then sending metal into the fuel system. Also when they were diagnosing my truck they found out that the "Highly Qualified" diesel tech at Northgate failed to put my truck back together properly. It resulted in the second opinion shop's mechanic and work area getting dowsed in diesel fuel. I then called this dealership back and asked to speak with a manager as they said my low pressure system was fine and my truck broke because it was "old" which was not the case as the other shop found out. I spoke to Bob I think it was, the service manager. He told me that they didn't take a sample from the tank, they supposedly took it out if the empty fuel filters I drained, how do you get fuel from an empty filter? I'm not sure, but they did it! Also, that the only test they performed on the low pressure system was by scanner they never actually tested it's functionality. I payed them almost $600 to "diagnose" my truck improperly, and to lie/misinform me.

Do to their misdiagnosis of the root cause of failure my insurance company denied my claim stating that they "believe what the Ford dealership says..." even without seeing a fuel sample, filter or any supporting evidence.

My advice is to take your diesel truck elsewhere for repair and diagnosis. Or end up like me with almost $1700 out of pocket cost from two diagnosis and towing fees because this dealer couldn't get their story and info straight...

I have immense gratitude for the unforgettable experience my family and I had at Northgate Ford Lincoln in Port Huron. Walking into the dealership, I never imagined that this journey would be so exceptional, thanks to the outstanding efforts of Thomas & Grace Sales Team, Jeff & Joe. We were there to surprise my son, who is in medical school, with a remarkable gift - a Mustang Mach-E. Little did we know that the true gift would be the remarkable service we received.

Jeff’s constant communication and dedication was above and beyond in the days planning this. He listened attentively as we shared our plans for surprising our son. Jeff's enthusiasm was infectious, and his genuine interest in making this moment special was evident from the start. He went above and beyond to ensure that every detail was carefully orchestrated.

Grace, the manager, is an absolute gem. Her dedication to making our surprise extraordinary was beyond our expectations. Grace not only ensured that everything was perfectly organized, but she also added her own thoughtful touches to make the occasion truly memorable. Her attention to detail and commitment to customer satisfaction truly stood out.

Joe’s expertise and knowledge about the Mustang Mach-E were truly remarkable. He took the time to orient my son with his new car, patiently explaining its features and functions. Joe's willingness to answer questions and provide guidance was greatly appreciated, and it made the transition into the new car seamless.

I must also commend the dealership's efficiency and grace throughout the entire process. From choosing the car to finalizing the paperwork, every step was handled with utmost professionalism. The team's dedication to ensuring a smooth and streamlined experience was evident in the way they worked together seamlessly.

As a family, we are beyond grateful for the exceptional experience we had at Northgate Ford Lincoln. Jeff, Grace, Joe, Thomas and the entire team went the extra mile to make this surprise not just a moment, but a memory that we will cherish forever. The Mustang Mach-E, with its cutting-edge technology and stunning design, is undoubtedly a remarkable gift, but the true gift was the outstanding service we received.

In a world where exceptional customer service can sometimes be hard to come by, Northgate Ford Lincoln in Port Huron, in which we drove over an hour for, was a great decision. To Jeff - thank you from the bottom of our hearts. You made an already special occasion truly unforgettable. Your dedication, enthusiasm, and commitment to going above and beyond have left an indelible mark on our hearts.

With heartfelt appreciation,

Tasha...