I purchased my 2025 Ford Explorer brand-new in April 2025 for approximately $33,000 cash from…read moreBobby, who is no longer with the dealership. Unfortunately, I've experienced multiple breakdowns, an entire engine replacement, and numerous dealership visits since purchasing it.
After repeated issues, I reached out to Brandon Nix, hoping management would assist. Instead, I felt he only defended his employees rather than addressing my concerns. I even mentioned that my father is friends with Pete Ferris, the Finance Director, hoping someone would help, but I still felt dismissed.
My latest visit on October 22, 2026, was the final straw.
I arrived for my scheduled 7 AM appointment regarding uneven taillight brightness. My service advisor, Michelle Schilling, explained they were backed up and probably wouldn't get to my Explorer until the following day.
I've received multiple loaners from Friendly Ford previously with a $50 refundable deposit. This time, Michelle took my license, insurance, and payment card without mentioning any deposit amount. Shortly afterward, my bank flagged an attempted $250 authorization!
When questioned, Michelle insisted the deposit had always been $250. I explained I had an upcoming work trip and couldn't have that amount tied up, but no accommodation was offered.
When I requested my Explorer back, Michelle rolled her eyes and appeared irritated. She told me her technician had already started and that I was lucky she wasn't charging me $250 for wasting her time.
I told her the dealership should disclose the loaner deposit upfront. She responded that it's explained in the agreement customers sign.
My response was simple: You attempted to charge my card BEFORE I was even given an agreement to sign!
I understand dealerships have policies, diagnostic fees, and loaner deposits. My issue is the lack of transparency and professionalism.
Friendly Ford is always emphasizing how friendly its staff is, but lately, every time I've visited, the experience has been anything BUT friendly. Frankly, it's been hell dealing with this dealership.
After purchasing my Explorer here, dealing with repeated repairs, and giving management multiple opportunities to help, I've finally had enough.
Friendly Ford has lost my trust and my future service business. I hope management takes this feedback seriously and remembers that customers deserve honesty, respect, and clear communication