Jarrett-Gordon Ford Winter Haven Service — Local services in Winter Haven

On 06/19/18, me and my family had the most DISGUSTING experience at this business and felt the need to share and enlighten others who may consider shopping here for their future vehicle needs. I’ve never in my life been treated this way as a customer.

The past two days when I’ve gotten off of work, my wife and I have been shopping here for a brand new 2018 truck. Our disabled two year old son in tow, we sought to buy a truck with ample car seat space and rear-facing air vents to keep him comfortable during car rides. We had the pleasure to work with Emory, who was kind and helpful.

We came back tonight, ready to complete our paperwork. It was still light outside and the truck was freshly detailed, so we wanted to look it over one final time before proceeding inside and signing the paperwork.

As we prepared to walk inside, the General Manager suddenly burst through the door while we were completing our final look at the vehicle and screamed at my 2 year old son who has a medical condition, my wife and myself and said “ARE WE IN OR ARE WE OUT?!” When the sales clerk, Emory, stated we were still examining the vehicle one last time before we proceeded inside, he screamed “I’M OUT! WE ARE DONE!”.

Feeling confused, we didn’t know how to respond. We weren’t even sure if he was screaming at us or someone else. He was, in fact, screaming at my family. My wife went inside to introduce herself and attempted to shake the General manager’s hand. After scouring at her, he reluctantly shook her hand and she went on to explain that due to our son’s medical condition and my work schedule, we’ve needed additional accommodations to shop for a new vehicle. In our case, that spanned over two evenings between 6-7 p.m. This was our second night in a row here and we were prepared to sign on the line and wanted to do one final glance over while it was still light out.

He continued to scream in her face and said that we took too long to decide and he wouldn’t be selling us a vehicle and to leave his property immediately. We were there all of 15 minutes when this happened. Buyer beware.

We have never been this humiliated and embarrassed while shopping before.

We contacted the co-owner on 06/20/18 who stated he would contact the owner over this location and we never heard back.

If you don’t want to be pressured into a sale or humiliated and embarrassed...

I have been using this Ford dealership for 14 years since I retired and moved to Florida. Over this time, I have purchased four new vehicles, all Fusions, from this business. I have truly enjoyed my relationship with the personnel in both the sales and service departments. My latest purchase was a 2020 Fusion on March 31. I took it in for the first scheduled servicing recently and mentioned that the horn was "ill," that it did not sound much like a horn, or that it was anemic. I dealt with Bobbie Sue Murphy in the service department, and in two visits the Fusion has had a "horn transplant" and now sounds healthy---quite so! Plus, it was covered by the car's warranty. I appreciated Bobbie Sue's handling of this matter, and a driver taking me home and picking me up when the Fusion was ready. And, unexpectedly, the vehicle was returned cleaner on the inside and outside, an extra unexpected bonus. Thanks, Jarrett-Gordon for your five-star service! Wes Eby

Since I posted the above, a couple of things have happened--one negative that turned to positive and a positive. A few months ago on a routine service of my Fusion, I called and made an appointment. However, when I arrived, I was told that they could not take me right away as there were customers others ahead of me. I questioned why I would make an appointment if the company was not going to honor it. Frustrated, I asked for a ride home, which was provided. In the meantime, I made a formal complaint about the way my appointment was "mis-handled."I received a phone call from a person in the service department with sincere apologies and affirming me in my complaint. I was promised a detailing of my vehicle the next time my car was serviced. Also, the company immediately promulgated the message that all work by the service department would be by appointments only going forward. (Sometimes, the squeaky wheel does get the grease.) I made an appointment yesterday for my next routine service and worked with Bill at the service desk. They honored the detailing "gift" and I am most pleased with the way in which the company serviced and cleaned my Fusion, outside and inside. Plus, the congenial driver, Geraldo, took me home and later returned to take me back to the Ford company. That is why I give this company 5 stars...

Since I have repeatedly received notifications to write a review, here it is.. I have purchased a vehicle from them and that part of the dealership was okay. Nothing amazing but not terrible. I have since traded in that vehicle to a different ford dealership that is located by the gulf coast. Since I live in winter haven, it is more convenient to have my truck serviced here, or so I thought. I personally feel The service department is lacking. It took them 2 hours for an oil change and rotation on a Thursday (mid morning.) Then, I knew i had a nail in my back passenger tire and didnt say anything to see how well they check for things like that especially since they were rotating the tires. Well, about 2 hours later, they tell me I need my brakes resurfaced but tires look great. (I know I had a nail in the tire, so I said, oh really my tires were okay? And they said yep.) So, I decided they are not checking stuff like they say and i wont be returning, so I paid and left. I stopped at the store less than a mile from them and I still had my nail in the tire, ON THE SAME TIRE!!! BACK PASSENGER!!! HOW DOES THAT HAPPEN IF THEY ROTATED THEM???? While looking at all the rest of the tires, I noticed oil splashed all over the front of my truck. When my husband called to tell them about all of this, they offered for me to bring it back for a car wash.. no thanks, I just sat there for 2 hours and I'm not going to inconvenience myself for their mess. Good luck to anyone who uses there service department. They lost me as a customer for any future business and I will now gladly drive further to have my vehicle serviced to avoid fake service...