This is why dealers get a bad reputation - My delivery experience

[Ben6berry]

For the shaming: I will give you a location and leave you a clue in the attached picture. Location: Springfield MO

Wow! Corwin is huge. They have dealerships out here.

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[pigsareus]

Well it has been a somewhat turbulent adventure getting the Maverick I wanted. I ordered in April, was scheduled in May for a first week in June build. The order tracking site will give you heart attacks as you watch dates move, change, and be wrong, and then get corrected. Truck was built on Jun 6th and shipped on Jun 7th. It then estimated delivery last week of June. Then it slipped to first week in July, then it slipped to 7 July. Then on 5 July it updated and said 28 July. I apologize for all of that swearing anyone may have heard. Then I check status the morning of 7 July and the truck was delivered on the 6th. I pinged the dealer and he confirmed they had it and that I could pick it up this afternoon... WHEW... Ok, now we are talking. But wait there is more.

So I make the arrangement to run over to get the truck yesterday afternoon on 7 July and have an appointment. I have not bought a vehicle from this particular dealer before. They were aggressive with the pricing in a little quote war I had going with a few dealers. This particular dealer won the bidding war. Dealers have a bad reputation and sometimes it is deserved. Not all are scumbags. The last few vehicles I have bought with dealers were smooth. No waiting around, no haggling, no games being played. They had the paperwork all ready to go. I walked in signed stuff, paid them money, they gave me keys and I was on my way and it was all pretty quick. TODAY was NOT one of those experiences. Since the vehicle deliveries to the dealer happened on Sunday the 6th they were scrambling to try and get everything offloaded, cleaned, prepped, and ready to go yesterday. Of course everyone is in a hurry to get what they ordered so the place as busy. My sales guy was backed up with 3 customers at a time trying to get stuff delivered and through the process. It was a zoo.

That being said I set a time with them I was going to be there. I arrive and I am waiting. He was delivering another new Maverick to another couple and there was some shipping damage. The paint on the tailgate was chipped and that extended to a couple of smaller chips to the side. They were having to build a case and document the damage and Ford/shipping company has to pay for that damage. So while I am waiting I know my truck is right next to the one they are inspecting and I looked my truck over. It seemed OK. So I keep waiting. In the mean time 2 more customers for the same sales guy show up and now we are stacked in queue waiting. So about an hour goes by and my sales guy finally gets to round up stuff for my deal. He puts the paperwork out there and informs me that the MSRP price of the truck went up after we placed the order. That I was going to have to eat an extra $2700+. Worse yet the price he had on the paperwork wasn't even the pricing info that was provided to me in our negotiations and what we agreed upon as my OTD price. Plus he was now mentioning additional dealer fees etc...

Now let me just say that I STRONGLY recommend everyone watch Long McArthur Youtube channel videos on the order process and what is happening at any particular time with Ford, orders, status, constraints etc. Especially the ordering and update videos. He explains how the order process works, the system that the orders are in, how the priority works, and what it takes to make sure your order is locked in so Ford will not pull the rug from under you. This dealer was trying to tell me that Ford raised the MSRP and there was nothing they could do about it. Now at this point I am going to give him one shot to back track on that total BS statement or I am walking. Because I KNEW from watching Tim's videos how the order process works and that we had a locked in price. You can bet serious money that they were telling everyone picking up new vehicles that the price went up, sorry... You have to eat it.

I explained to him that I understood the ordering process, and that Ford does in fact honor those prices. We had a locked in price. Sales guy got up and went over to play the sales manager game. 15 minutes later he returns and says they were just going to have to eat it... The paperwork in that quote/order listed the OTD price... Not the price+dealer fees. Trying to act all indignant and like they were taking a beating on that deal. WHAT A CROCK! If I hadn't told him I understood the order system and that I watch Tim's videos and that Ford does price lock and if they didn't lock that price it means they screwed up the order. He knew I had them pegged. Plus the price I negotiated with them was the out the door price. That included all fees, docs everything so they didn't have any wiggle room. Once he retrieved the packet showing what we negotiated the tune changed.

The rep disappears again to do more paperwork and come back with a corrected price plus they had to add the military recognition cash back offer into the deal. I could not stack Farm Bureau with the military discount, but that is fine, I took the greater of the two cash back offers and that worked.

Finally we all agree the price is correct, the additional discount has been applied. I get sent to the finance guys waiting area. Where I again am waiting for quite a while. Finally get to see the finance guy. Nice guy, no hardball or pressure tactics. Asked me if I wanted any of the other stuff they offered. I asked what their price was on the Ford Protect plan. I told him I was cross shopping with Granger. So he knew he wasn't going to be able to mark it up. I should have kept my mouth shut that I was cross shopping it just to see what the price was going to be. My sense of humor was pretty much gone at that point. Their price was in line with Granger, but I held off buying that for the moment. I need to see what the tax man wants from me to register the truck before I spend more money. Here you have to go to the motor vehicles place to pay the taxes and get all the registration paperwork and that done. At the end of the ordeal I spent half the day at the dealership. This is why dealers get a bad reputation.

I was really close to walking out. Had I not known how the order system works the ripoff attempt would have proceeded for what appeared to be over 2700 bucks. Tim the Ford Video Guy saved my bacon. Also the the fact that I had negotiated down their fees and had an OTD price I didn't give them any wiggle room, but he tried anyway. If I hadn't done that I may have been facing more add on fees. Make sure to bring your quote and paperwork with you to the dealer.

What I know for sure is that my truck won't be going back to this dealer for any of the service, support etc. I do have a good dealer here that I will likely be using for all of that.

no reason to go extended warranty shopping you have a 3 yr b2b guarantee, what's the rush in spending more $ than you need to now? That warranty would likely partially run concurrent with the factory warranty until month 37 so you're paying $ to protect what doesn't need protecting. Granger is the place to go though they do offer substantial discounts on it.

 

[24hrsun]

no reason to go extended warranty shopping you have a 3 yr b2b guarantee, what's the rush in spending more $ than you need to now? That warranty would likely partially run concurrent with the factory warranty until month 37 so you're paying $ to protect what doesn't need protecting. Granger is the place to go though they do offer substantial discounts on it.

The reason to buy it sooner rather than later is the price goes up. If you go out and input a 22 into Granger with your specifics and price a plan, and then put in a 25 with the specifics and you will see the cost is higher. So buying it earlier appears to lock in a lower price. You are correct the warranty period overlaps so it really is just an extension, but rather misleading. Prices on repairs, parts, and labor are only going up. It would only really take one significant repair to have covered the cost of the warranty and then some. It is a gamble either way. Also a note that the high voltage battery is not covered by the extended warranty. That battery and related systems is 8yr 100k miles by law, but not eligible as I understand it under an extended warranty. So that narrows the list of covered items quite a bit.

I am going to drive the truck for this month while I wait for my title and paperwork to show up for registration and see if I can get a feel for how I think this is going to hold up and if I think I will be keeping this truck long term. Once I know how much the damage is for the taxes and registration I will make the decision about buying the warranty. At the moment I am still leaning in that direction of getting the warranty as I think the Maverick is likely going to be a keeper. I actually went into this will a short term plan with the Maverick and then trade to the new midsize EV truck Ford has coming in a couple more years. I didn't expect to like the Maverick so much right out of the gate. So my plan may be changing. It is a TBD.

 

[Daveinva]

If I was the other dealer I would tell you to go to the purchasing dealer since they saved you $1000. Or I would take days to fix your Maverick.

Hmmm. This is something my parents' generation used to bemoan, but isn't a situation I've ever encountered in the past 30 years of vehicular service, whether for me, my family, or friends. Instead, in my experience, dealers are happy to sell cars; dealers are happy to service cars. They genuinely don't care where you bought your car; from an oil change to warranty service, it's profit in their pockets either way. And every dealer is susceptible to a complaint to Ford HQ Actual if and when they don't behave with such impartial professionalism.

But maybe I've just been lucky. Or, others have just been unlucky?

As for the OP, I'm so sorry, that's sounds like a miserable experience all around. Glad you've got the truck, but yeesh, no one ought to go through all that.

I'm of an age where I remember everyone, including myself, ridiculing the Saturn model, selling cars at an advertised, fixed price, no haggling. Everyone at the time thought people who bought from Saturn were lazy people overpaying for their cars.

Fast forward to today, and my attitude has completely changed. I'm happy to negotiate a purchase online, but my in-person haggling days ended once everyone got on the internet. I can buy everything else at the click of a button, but when it comes to cars, why should the model be somehow magically different? Why should I suffer an obsolete monopolistic model of automobile sales?

Thankfully, I haven't bought a vehicle in two decades, car or motorcycle, where I didn't have an OTD price in hand, in writing, before I ever walked into the dealership. Dealers that refused to give me that number in advance simply never got my business (and if I had the opportunity to tell them that's why they never got my business, I politely did). Meanwhile, I've always praised those who fairly treated my time as money.

On that front... Koons Ford Sterling in Virginia treated me exceptionally well in my Maverick purchase, all business. A reasonable OTD price over email, continuous communications through the recent stop-sale, no issues with me bringing my credit union financing to the table, and a deliberate yet polite marketing pitch on all the aftermarket protection and warranty stuff I politiely told them I wasn't planning to buy. I was in and out in under 90 minutes, and that included a last minute check-ride on the actual truck I was purchasing. Now, it wasn't as easy a CarMax or Carvana purchase, but it wasn't far from it, and I really appreciate that.

Could I have saved a few bucks shopping around, and wasting time haggling inside a dealership while salesmen play "four square" games, shuttle back and forth to "their manager," and hide my driver's license? Maybe... maybe not. But I avoided all of the aggravation that the OP unfortunately suffered, and I'm happier for it.

 

[24hrsun]

Hmmm. This is something my parents' generation used to bemoan, but isn't a situation I've ever encountered in the past 30 years of vehicular service, whether for me, my family, or friends. Instead, in my experience, dealers are happy to sell cars; dealers are happy to service cars. They genuinely don't care where you bought your car; from an oil change to warranty service, it's profit in their pockets either way. And every dealer is susceptible to a complaint to Ford HQ Actual if and when they don't behave with such impartial professionalism.

But maybe I've just been lucky. Or, others have just been unlucky?

As for the OP, I'm so sorry, that's sounds like a miserable experience all around. Glad you've got the truck, but yeesh, no one ought to go through all that.

I'm of an age where I remember everyone, including myself, ridiculing the Saturn model, selling cars at an advertised, fixed price, no haggling. Everyone at the time thought people who bought from Saturn were lazy people overpaying for their cars.

Fast forward to today, and my attitude has completely changed. I'm happy to negotiate a purchase online, but my in-person haggling days ended once everyone got on the internet. I can buy everything else at the click of a button, but when it comes to cars, why should the model be somehow magically different? Why should I suffer an obsolete monopolistic model of automobile sales?

Thankfully, I haven't bought a vehicle in two decades, car or motorcycle, where I didn't have an OTD price in hand, in writing, before I ever walked into the dealership. Dealers that refused to give me that number in advance simply never got my business (and if I had the opportunity to tell them that's why they never got my business, I politely did). Meanwhile, I've always praised those who fairly treated my time as money.

On that front... Koons Ford Sterling in Virginia treated me exceptionally well in my Maverick purchase, all business. A reasonable OTD price over email, continuous communications through the recent stop-sale, no issues with me bringing my credit union financing to the table, and a deliberate yet polite marketing pitch on all the aftermarket protection and warranty stuff I politiely told them I wasn't planning to buy. I was in and out in under 90 minutes, and that included a last minute check-ride on the actual truck I was purchasing. Now, it wasn't as easy a CarMax or Carvana purchase, but it wasn't far from it, and I really appreciate that.

Could I have saved a few bucks shopping around, and wasting time haggling inside a dealership while salesmen play "four square" games, shuttle back and forth to "their manager," and hide my driver's license? Maybe... maybe not. But I avoided all of the aggravation that the OP unfortunately suffered, and I'm happier for it.

My previous few vehicles I have been able to do pretty much everything online, phone, or email. Things went smoothly and quickly. No issues and I have been pretty happy about that. Like you I don't have time or inclination to go and play dealership games. Just give me your numbers and I will let you know if I am interested in the next steps on ordering or buying. This deal was going in that direction until it was time to go take delivery and then they wanted to play games at this dealership. Thankfully it all worked out, but it should never have been an issue. They had my packet with the deal right there with all the paperwork. To me that implies bad intent. I don't blame my sales rep, he is just following whatever guidelines and process they have there. Someone there restructured the deal and printed out the paperwork and had to know exactly what they were doing.

My purpose for sharing this was to just offer some things for people to look out for. If you have a truck on order make sure they have it as a retail order on the order board with Ford. Make sure that your price is locked in. Make sure that the price you are looking at with the dealer is the full price, OTD including whatever fees that the dealer is going to try and tack on. Make sure you have a copy of your deal paperwork when it is time to go get your truck. Once the price is locked Ford will not pull the rug out from under you with the price changes. Protect yourself and don't give anyone any room to play games.

 

[1929]

Military is $500
Farm Bureau is $500

Were these rebates different for you?

 

[24hrsun]

Military is $500
Farm Bureau is $500

Were these rebates different for you?

They increased it to $1000 for a limited time and it expired on 7/7. That was my big rush to get to the dealer and get the deal complete was the expiring Military offer.

 

[pigsareus]

The reason to buy it sooner rather than later is the price goes up. If you go out and input a 22 into Granger with your specifics and price a plan, and then put in a 25 with the specifics and you will see the cost is higher. So buying it earlier appears to lock in a lower price. You are correct the warranty period overlaps so it really is just an extension, but rather misleading. Prices on repairs, parts, and labor are only going up. It would only really take one significant repair to have covered the cost of the warranty and then some. It is a gamble either way. Also a note that the high voltage battery is not covered by the extended warranty. That battery and related systems is 8yr 100k miles by law, but not eligible as I understand it under an extended warranty. So that narrows the list of covered items quite a bit.

I am going to drive the truck for this month while I wait for my title and paperwork to show up for registration and see if I can get a feel for how I think this is going to hold up and if I think I will be keeping this truck long term. Once I know how much the damage is for the taxes and registration I will make the decision about buying the warranty. At the moment I am still leaning in that direction of getting the warranty as I think the Maverick is likely going to be a keeper. I actually went into this will a short term plan with the Maverick and then trade to the new midsize EV truck Ford has coming in a couple more years. I didn't expect to like the Maverick so much right out of the gate. So my plan may be changing. It is a TBD.

you're absolutely right about the warranty, a few months ago it went up by about 15 percent and likely will continue the upward slope - my b2b warranty is up this October and I am definitely going to be purchasing it as like you say with the cost of labor and parts. Did you happen to be able to get in on the new Ford 0 percent financing? Looks like it may have been effective on the day you picked it up.

 

[ScottyC]

That actually was the plan, but then this other dealer started getting aggressive with the price, but was still close enough that I was going to go with the other dealer. That is when the sales rep threw a hail mary quote to try and save the deal. It was $1000 below what my preferred dealer was offering. So then I hammered him down on the fees and insisted on a OTD price. My preferred dealer said that was too close for comfort so they weren't willing to try and match it. So the bottom line was the price was too good and the spread was too wide. So I took a chance.

You have only yourself to blame for the bad service then....at some point, you needed to walk away but because "price is king", you endured a shitty experience.

 

[24hrsun]

You have only yourself to blame for the bad service then....at some point, you needed to walk away but because "price is king", you endured a shitty experience.

I guess I wasn't clear that I already have an established relationship with the other dealer and that they already service my trucks and take good care of me. I guess if they want to go full brain dead they can crap on me. That is their call and it is only money they are leaving on the table. I know the people in the service department there. There is no way they are going to want to harm this relationship. Good people, small town dealership, and not part of a big franchise. As a matter of fact they are pinging me with the reminders that it is time for me to go see them probably next week. I will have to setup an appointment with them today.

If what you are saying were the case would you dare take your vehicle to any dealer you didn't buy something from for anything? If that is the case you essentially end up with a "dealer warranty" and not a factory one.

If service horror stories because you didn't buy something from them is the case then maybe we have no choice but to go to the dealerless model and get to drive whatever distances to have stuff taken care of at a manufacturer service center because you sure won't want to ever use your factory warranty or anything with anyone you didn't buy the vehicle from. Trust me, been there and just went through that with a Tesla. Won't do it again and the Tesla is gone.

I have a recent example where I bought a Chevy Bolt from another dealer because that is where they had the car in stock. BUT I had ZERO issues taking that car to a local dealer for it's service. Service didn't care where I bought the car. They asked if I had been there before. Entered the information for the vehicle and then performed the warranty and work I requested. Parts department and service were both great. They took care of me and I had no complaints. I had talked to their sales about getting the car and they placed an order for me, but he was straight up that the GM ordering lottery system he wasn't sure when they would get the car and refused to even take a deposit for the order. So I found one elsewhere. They were happy to service my car for me and gave me no grief about where I bought it. They have a good service team there also.

Well that is the story. Do with it what you will. It was meant to be helpful alert if you are taking delivery while prices are climbing and these are the games being played by some dealers. Go armed with information. Don't let them jerk you around.

 

[ychuck46]

Unfortunately, the bad dealers sour the opinion of all dealers. Some are really good and efficient, and can be (mostly) trusted to their word. I was fortunate that my dealer and salesperson were honest and held up their end of the deal to the penny, and were excellent in communication all throughout the order and delivery process

We had a similar situation with ours when we bought our second new Mav hybrid this year. Same dealership as in 2022 when the F&A guy there pulled a fast one on me, but this time around they had a new F&A guy who was great. Our truck was delivered almost immediately after we left for three months of travel and the dealership understandably wanted to get paid their money to take it off their books. We made arrangements to wire the money to them, they kept the truck safe for the three months we were gone, and when we showed up to get it the process was over quickly and we were out the door. Some dealerships are good and others not so much. Our town has a good Ford one, at least after they got rid of the scummy F&A guy they had three years ago. Glad your experience went well with your purchase as well.

 

[lm126027]

I have a great small local dealer (Place Motors in Webster MA) that is now the oldest family owned dealership here in MA. There nitch is commercial vehicles. When visiting them you always see vehicles in for service from several nearby towns, some even across the border into CT. Bought a used car from them back in the 90's because it was on the lot, but used a dealer closer for my service. When my closer dealer sold out I stopped going there because of the shitty service. Since then sold 2 more times and the service keeps going down. Next I bought 3 Ford Certified cars where ever I found, but used Place for service... When I decided to by new (the Mav) I went to them for the purchase. When it finally came in last Sept we negotiated the trade on my 2020 Escape. I had been online checking trade in values and they were close, but I did get them to go up a little. With paying sales tax in MA on the net price, made sense to trade. Great place to deal with and recently gave the name of this dealer to a guy I used to work with when his Ford dealer closed. Has brought both his cars in and is also happy the the service.

 

[ScottyC]

....Well that is the story. Do with it what you will. It was meant to be helpful alert if you are taking delivery while prices are climbing and these are the games being played by some dealers. Go armed with information. Don't let them jerk you around.

Say what you will - your experience was self-induced. Enjoy your Maverick, looks like you got a decent deal for the hassle.

 

[MetalThunder]

I'd avoid the dealership (and others like it) like the plague for service if you have other options. Could you imagine that self-induced nightmare.

But that's just me thinking out loud

Cheers

 

[24hrsun]

Say what you will - your experience was self-induced. Enjoy your Maverick, looks like you got a decent deal for the hassle.

Well the goal for the post was to just give people a heads up and to understand what they might run into. I knew the price was locked once it went on the order board with Ford as a retail order with my name on it. So I didn't see any risk to going with better deal. Had I not known those specifics this dealer would have ripped me off. I am sure others are walking in the door now and getting ripped off if they ordered and the price went up since they placed that order. I thought it was pretty bold of them to try so I felt it was worth posting out here for others about to take delivery of their trucks.

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