I purchased a used 2021 Mustang Mach 1 with handling package from D&D Motors initiating the process about 4 weeks ago. The process itself went ok until I took delivery of the vehicle and discovered a part from the Handling Package was missing.
I brought this to their attention multiple times and their General Sales Manager, Steve at first said it wasn't included and was only supposed to be on the rear. This is verifiably false and this video from a Ford employee that decided to get to the bottom of it proves it as well as the letter from Ford Corporate sent to the dealers on the matter.
https://www.youtube.com/watch?v=bcDQUN5B6lA
I ended up buying the moldings myself getting impatience and not wanting to drive the car without it to avoid rock chips on the side panels as the dealer didn't seem to be taking much initiative to make things right. I'd talked to Steve at one point prior to day and he said he'd look into and get back to me and never got back to me, so I sent an email to another employee which I never heard from either.
Yesterday I decided to call Steve again and he called me back with their Service Director. I sent an email to the service director that I'd previously sent to Monte which included the part number and the link to where I'd independently purchased it myself. In the email I said at this point, I would appreciate a check cut for the part and would be happy to provided an invoice for the amount from where I purchased it.
Steve called me today and said the best he could do was order the part at dealer cost which he said was $400-something... The link to where I purchase it was $272 and I've included that here, so saying dealer cost is $400+ is a joke.
https://www.levittownfordparts.com/part-ymm/2021-ford-mustang-molding.html
I told him I'd already purchased the part so had no interest in buying it and at that price it was not dealer cost so he was lying. He said two more times he could order the part, which clearly meant he did not listen to the fact I'd already said TWICE that I had already purchased and installed it myself. He at no point tried to actually hear what was being said, understand it, ask questions for any clarification nor do any *real* research of his own.
He said he'd done everything he can and they bent over backwards doing everything they could for me which is absolutely not true. I pointed out the front spring spacers were still in the vehicle which are supposed to be removed on original delivery of the vehicle to the original dealer. This proves D&D did not even inspect this vehicle with any sort of detail when they accepted trade in of it.
When it comes to dealerships, especially with used vehicles, the details are what matters and they have taken zero responsibility in that aspect, not made any effort to make things right which would've been simply cutting me a check for a $300 part. Steve has shown he's lazy and just wants to wash his hands of any issue like this so he can get back to doing whatever it is he does rather than doing the right thing.
To make things worse he had to audacity to say that I was the one being unprofessional due to saying I would write a review about this experience when I am being completely objective in explaining the happenings of what went on and gave him a chance to make things right. He went so far as to say I'd still probably write a bad review even if he did cut a check for it to which I said, "No I would not, that's what I want and what I've been asking for." Then when I said that, he didn't even offer to... Reviewing a business based on what actually happened is NOT unprofessional and trying to say that it was is beyond petty (and unprofessional on his part). Sorry to say, but if you don't like people putting out there what happened and your actions and words, then you should have made better choices to work with them in order to prevent that from happening.
I would encourage Ford Corporates to investigate this matter and for them and/or D&D Motors to look into this and replacing their General Sales Manager as he is clearly not customer and detail focused. Monte in finance was generally great and I have zero issues with him.
Overall I'm giving the dealership a 3/5 because of Steve. Steve himself I would rate a 2 or 2.5/5 at best. His general attitude is one of not having enough time for the details and generally just not caring. I've worked with an out of state dealership before (from VA) and they were absolutely wonderful. Had an issue with a part (similarly a $300-400 part) and they ordered one through Ford and shipped it to my dealer with zero hesitation. THAT is how things should be handled.
He's willing to sacrifice dealership reputation over $300 which will likely cost them much more than that in the long run. Dealerships and their employees *should* know more about the cars they're selling than their customers do, but this clearly is not the case here or likely in general. read more