Quality Auto Mall — Local services in Rutherford

Visited Quality Auto Mall to look at a vehicle on Dec 6, 2017 between the hours of 3 and 4:30pm. I walked the lot for roughly 20 minutes and had no contact made with me. I decided to walk over to the Pre-owned building to find a salesperson to assist me. I noticed one person in a office barely visible ruffling through paperwork. Instead of being greeted and welcomed I had to walk over to the office and ask for help. Response was what are you interested and give me a minute. Took him a few minutes and he came out and grab keys to the vehicles I was interested in, took me outside and started one vehicle(which barely had enough power to start but eventually did). I began to look over the vehicle and he once again asked me to give him a minute and left. While siting in the vehicle and checking the functions of all buttons and screens in the vehicle. I look up and he's standing in front of the car having a cigarette yeah I understand you need one, I smoke to but you don't smoke while showing a car to a potential customer. I decide that the vehicle I'm in is not the one for me, I asked for the keys to the other vehicle and proceed to inspect it, bam again I'll be right back. Honestly if you where that busy you should have put another salesman on me to answer questions and tell me about the vehicle. He returns I tell him okay lets talk about the car see what we can do at which point I expected to be asked to test drive the vehicle which I was never offered. Instead I was told to come inside and take a seat. Fine we can talk numbers I can test drive the vehicle later. I asked why its not Certified Pre Owned and asked if it could be was told sure as long as it was preowned prepread and the info was in the folder. Never went to look at the folder and started to talk price. I did inform him that I was working on 3 other deals for the same year, model, and trim vehicle with the same mileage and options one being better equipped and already CPO certified and a lower starting price and I was also going to be a cash buyer. Was told that's even worse to pay cash and the finance manger isn't going to like that. Really I didn't know paying cash for something was frowned upon and who cares if the finance manger doesn't like it I'm not financing and they doesn't own the dealership. We went back and fort told him what my budget is and what I was willing to spend all in for the vehicle, still no check if the vehicle can be Certified no test drive offered and no check with a sales manager if the deal can be done. At this point I knew my efforts to make purchase and drive the vehicle away that night are pretty much non existent. So I let the salesperson know to pass the deal along to his higher ups and let me know. At that point I allowed him to capture my contact information also informed him that I was leaving and going to another Ford dealer in the area. No attempt to keep me engaged, no attempt to make me a customer. I did own and operate my a few of my own business and even a Pre-owned car lot for a few years and I never let a customer walk on to our lot with out being greeted within a minute if it was raining or snowing and the customer didn't have a umbrella we lent them one if it was cold we offered coffee and tea, if it was hot we offered cold water. We made every attempt to make a deal with a customer. Didn't mater if it was the beginning of the month the middle or the end we wanted you as customer and if not customer a happy potential customer. I guess this practice is lost at Quality Auto Mall.

If the Dealer Manager or Owners care enough to contact me my name and number and email are in your system.

Im not saying saying that every experience will be the same yours might be better it could be worse. I'm just telling everyone about my experience. I also omitted the sales persons name(the dealership can find out who it is by simply entering my name and seeing who inputed it or contacting me) as not to spot light him publicly it is up to his supervisors to inform him of any potential need...

In 2011 I leased a ford escape from this dealer and dealt with Frank, he was wonderful but he is the only reason that I signed with Quality Auto Mall. While going in to finalize my deal, pick up my car and sign all of the paperwork...there was an issue and I was unable to pick up the car that night. One of the finance managers said that the person who needs to sign off had to leave and since I came in late (after work) that I should have tried to come in earlier. I was clearly upset since no one had called me to let me know what was going on, I left work early for a deal that should have gone through easily. Once the finance manager saw that I was not happy, he proceeded to tell me that "buying a car isn't like buying a new pair of shoes." After this sexist comment I was ready to leave, Frank knew that the deal was falling through and ended up offering me a remote starter for the car for free. Frank is the ONLY reason that I completed this deal.

I should have known that I should not return to Quality Auto Mall based on my original experience with my signing my lease paperwork, but did want to give them another chance...they proved that my business was not appreciated there and I went elsewhere.

My lease was ending soon so I wanted to go back to Quality Auto Mall for my options since this is where I originally bought my lease from. My original salesman Frank had retired so I was unable to see him. I met with Danny about what I was interested in and tried to find out a little bit of what my options were. From the moment I sat down, I did not feel settled with where this deal was going. Danny immediately tried to put me in a car that I did not want and was not forth coming with what the best option for me was. All he was concerned about was the sale and getting my business. There was so much back and forth with the finance office that most of my visit I was sitting alone at the desk waiting for him to come back with numbers. Once Danny realized that he hadn't sold me on what he had offered, he started talking to my boyfriend sitting next to me-probably thinking that maybe he could convince me to buy. As a young woman walking into a dealership, this is not the customer service that I expect. As the person buying the car, the salesman should talk directly to me about my options, not the man sitting next to me. Needless to say, once I felt disrespected I left the dealer and vow to never return there.

In a separate experience about 6 months ago, my boyfriend was looking for a car and decided to stop at Quality Auto Mall. I am not sure who we spoke with, but once my boyfriend said that he was just trying to get numbers and see what was affordable to him, the salesman told him that he should not go car hunting on a Saturday and that most car dealers won't take him seriously since he is not ready to settle on a deal. The salesman then started asking me about my car to try and salvage any sort of deal possible...we proceeded to leave immediately.

Perhaps there are some salesman at this dealer that do not operate like the men that I encountered, but I would highly suggest staying far away from Quality Auto Mall. After going to another local Ford dealer and seeing how a customer should actually be treated, it was a completely opposite experience and truly eye opening as to how poor customer service I had received MULTIPLE times at...

They were pretty good all things considering! The truck they gave me was a 2019 Ford Explorer and the sales person I spoke with, Danny was his name, he was very knowledgeable about the process and the vehicle as well!

It took less time than I expected to be honest, usually when you go to a dealership you're there all day, but I was only there for three hours, and Danny and the financing staff did look into the best rates and interest they could get me, even despite additional warranties that I elected to receive as well which is always nice!

I only had two real major complaints: One was that the Explorer I was given is in DEAR need of a THOROUGH deep cleaning. Though it works fully mechanically and has no issues, that'll still have to be money I pay out of pocket later on down the line myself to cover.

That'll likely cost upwards of $500 maybe even $1,000 extra for such a large truck. I told Danny about it, but he mostly glazed over that fact referring to its mechanical condition and low mileage instead.

I wish they would've lowered the price by $1,000 at least or gave me some reimbursement, or better yet, would've taken care of the cleaning there themselves. But they didn't. That's why I docked them one star.

The other issue, though a lot more minor by comparison, was that they didn't really let me do a road test of the vehicle either, which concerned me. They only let me drive around the vehicle lot for like 10 minutes max.

Thankfully, in the end, the vehicle I got was indeed in mint condition as its Ford Certification stated. So it made the journey back home easy with no issues and thus far no dashboard status lights have yet appeared.

However, I do wish they would've let me have had at least 30 minutes+ for a road test and to drive it around the village and local highway at least, to get a better feel for how it'd handle and to truly test it out to see if there were any status lights that might appear later on.

Maybe that's why they didn't, because they wouldn't want a person to find that out in reality. I don't know. But at least it seems the Ford Advantage Certification is at least legit, so if you're going to be buying a used vehicle from this dealer, make sure your vehicle has it as you can't count on a reliable road test at this dealer, regretfully. Maybe it's against their policies, who knows?

Anyways, for me it wasn't that big an issue because I had faith in the Ceritifcation anyways and thankfully it didn't let me down but I suppose for others they'd dock this dealer another star just for that. I won't.

But for others considering getting a used car here, I think that's worth noting. Overall though, I liked working with Danny, he got me the car I wanted, and the Staff were all nice.

A vast majority of them are Spanish as well, which is nice for diversity. The financing person I spoke with, I forget his name, but he was also nice as well and got me the financing terms that were ideal for me that I wanted. So no complaints there either!

Overall, your mileage may vary I suppose. But I think that's the case with ANY dealer, really. Either way, I DO recommend the dealer and if I EVER want a new Ford again in the future, they'll be the ones I go to first! Hope this...