Ourisman Tri-State Ford — Local services in West Nottingham Township

I'll start by saying I NEVER leave reviews for any place of business online. This is my first time. I bought a 2015 Ford Mustang from Ramsey Ford. If I were rating the car, I'd give it a 10/10. It's fun to drive. It looks great. I've always dreamed of being a Mustang owner. Unfortunately, I'm not rating the car. I'm rating the dealership.

First complaint was the sales staff. This car was in reasonable condition, but upon further inspection there was a lot of chipping and curb rash on the wheels. Not a huge deal, it's a used vehicle. Curb rash happens. Then I notice the bumper clip on the front passenger side is broken and protruding. Bigger deal to me, but the salesperson reassures me they will fix it free of charge. Then there's bumper rash and other aesthetic chipping on the exterior. Again, not a huge deal, used car. The first complaint I had was that even being reasonable about all these smaller issues, the sales team refused to budge on the price.

This is not why I'm giving this dealership a 1 star. Good sale people will do their best to not budge on the price of a car because they make more money that way. It's frustrating, but it's not a secret and it's not something I would hold against a dealership to this level.

The reason I AM giving this dealership a 1 star is because of my second complaint. Remember back up there where I mentioned the sales person told me they would fix the bumper clip, free of charge? That was back in April. It's July as of now and it's still not been fixed. I called and emailed and messaged for a few months. I was patient. They would have to order the replacement clip from Ford, not a problem. Our schedules would have to line up because I live a couple hours away, not a problem. I finally get the green light to bring my car in, only to find out they haven't ordered the part and they want to assess the car so they "get the right part". I'm not sure how many front, passenger side, 2015, Ecoboost bumper clips there are floating around, but sure. I'll come in just to get this fixed. They were relatively quick with the appointment. I'm introduced to a new face at Ramsey Ford, the service dept manager. He asks me to come look at the car with him. I oblige. He takes me to the car and points out a spot of the aformentioned bumper rash that was there when I drove it off the lot. His implication? "Ha! Gotcha kid. This is what broke that clip and you did it."

So let's tally the total. This issue still hasn't been fixed. They wouldn't budge on a price that I felt wasn't fair for a vehicle with small, yet expensive to fix, aesthetic issues. They accused me of causing some of said issues. Then the cherry on top? I explain to the manager that I did not cause the damage and have pictures of the damage from back when I bought the car. He reluctantly agrees to order the part and set up a time to fix it. That was at the end of May. It's now the end of July. The cherry on that cherry? I get the classic message from the sales person (who has to sign off on the waiver of costs for this repair) "I'm sorry, I no longer work for Ramsey Ford. Please reach out to the service manager" (Who never informed me I would have to call him to schedule and appointment he was supposed to make once the part came in.)

So that's my experience. I will never buy another car from this dealership. I will never recommend it to anyone I know and I will probably end up ordering the bumper clip and fixing it myself because I don't want to step foot on that...

-Communication from the service department to me was severely lacking. Inaccurate and spotty information offered by Rich Strickland.

-Our Ford F-350 was scheduled for a recall repair, abnormal tire wear issue, and diesel truck service/multi-point inspection. The service writer told me the parts were in stock, therefore the truck was picked up at my home for service. The parts were not in stock, I waited a week for the truck to be completed, only to find out the abnormal tire wear issue was forgotten to be addressed. The truck stayed an extra day for a wheel alignment, tire replacement wasn't even an option nor addressed. When I received truck back, the DEF (diesel exhaust fluid) was not filled as advertised, nor was the windshield washer fluid filled (the low level light was on). If a technician/service writer is missing these small items, what else is being missed ?

-At the same time of the F-350 service, we also scheduled our 2021 Ford Mustang (purchased there) for a recall repair (software update) and our 2010 Chevrolet Corvette (also purchased there) for a tire pressure monitoring sensor replacement. The Corvette service went well, however when the technician tried to update the Mustang's software, he determined that it was already done during the car's last service at Ourisman. Why wasn't that documented anywhere? Plus, we never received a copy of that service from Ourisman nor does the car's online service history reflect the software update.

-Previous service including a tonneau cover installation on our F-350. Ourisman charged me $150 more than advertised on Ford's website. That problem was resolved by the service manager who refunded me the difference.

These are examples of an extremely poor level of quality service offer by Ourisman. We wanted to stay loyal to Ourisman since we purchased all three of the aforementioned vehicles there. That said, we have no intention of buying another car nor taking any of our vehicles for service to...

Truly an excellent dealership!!!

I first corresponded with Nate Smythe from Ramsey Ford of Rising Sun. I was interested in the Ford Edge. I had a Subaru Outback 2014 that I wanted to trade in. Prior to visiting Ford, I went to Matt Slap Subaru in Delaware and had a very sleazy experience. It was quite memorable. The Ford Escape was more in my price range but when I sat in the Ford Edge, I knew it was the car I really wanted. Feeling quite discouraged and sad, I was about to leave. But Nate and Derek (the General Manager), worked their magic and helped me. I am honestly very grateful. I work about an hour away, so I drive A LOT!

This car is amazing. It is like driving your living room couch around the neighborhood. The engine is so quiet. It doesn't feel like it is sitting next to you in the passenger seat. The sound system is awesome. This is the nicest car I have owned. She has a black interior and exterior. I call her Luna. I even love the sound of the blinker! I look forward to driving to work and driving home! I have to be careful because the car rides so smoothly, I never realize when the odometer is over 80 mph. My 4.5 year old daughter has a lot of space, even though my husband adjusts the seat all the way back. Between the quiet engine, the comfortable seats and the quality of the sound system playing my favorite songs, it gives me a very calming and relaxed feeling. I love this car.

Not only do I recommend the Ford Edge, I highly recommend this dealership. It did not feel sleazy. I was there with my daughter and I NEVER felt like they were taking advantage and giving me a bad deal, since my husband was not there. Everyone was really nice. They even made my daughter a giant pink balloon. Nate installed the car seat from my crappy Subaru, into the Ford Edge, when I was out-processing with Financing.

So Thank you Nate! Thank you Derek! I am very appreciative of your help. I would definitely return and absolutely recommend...