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November 2023 by Brenda S.
Not that my review will come as a surprise after reading some of the other reviews but I feel it is important to mention my recent experience. I have been a customer of this dealership for many years. I have bought several cars from here. I have had all my cars serviced here. Never have had any issues until this year. I had total trust that my car was being serviced correctly. This year I noticed a huge turnover in personal which included a new service manager. A few months ago, all the warning lights went off. I called to schedule service. I had to wait 3 weeks before my car could be serviced. I was initially told a few hours only to find out the repairs would take at least three days. I was given a loaner vehicle which I appreciated. I returned 3 days later to pick up my car. I drove for one mile and all the warning lights came back. I returned to the dealership and it was another 3 days before I was able to get back my car. 2 months later I had an oil change done. Simple right, should take 30 mins to one hour tops. After 2 hours and watching several customers who came after me come and go, I inquired about the delay. To my surprise my car came out immediately. I was told they had a few problems but all was good now. I was never told what type of problems even though I asked. A few hours later I received an alert that my oil needed to be changed. A day later my car would not start and I had to have it towed. My new car with only 39,000 miles needed a new battery. I asked while they were replacing the battery to please double check and make sure my oil was changed and the mechanic just forgot to reset my gage. Fast forward 4 weeks and guess what alert came on this morning? My oil needs to be changed. I brought my vehicle to another service center. After have a second oil change in a month the tech told me my oil had not been changed and to make matters worse he informed me that he added coolant because my reservoir was empty. Seriously don't know what changes were made within the last year but Jack Madden needs to reevaluate his management team before he loosing his family business.
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November 2023 by Kyle J.
Lack of response and lack of responsibilities. I am not one to write a review. So know for me to be writing this it's bad. To say embarrassed of my Ford experience is an understatement. To start the car looked better before I purchased it off the lot as the buffing job they did left swirls all over the rear quarter panel. In addition upon further discovery I realized how horrendously scratched the roof was and my mechanic informed me the poor condition of the brakes. Next there was the immediate transmission issue. Roughly one week after purchase the transmission started to grind and clunk into gear. Upon calling my sale Representative Sam he told me I must have been doing something wrong and I must have been damaging transmission. After that I researched I realized there was a recall for the park as mine started to fail and I received a code stating I had no park at all and the e-brake was the only thing preventing my 6,600 lb vehicle from killing someone. After deliberating with the manager I was able to secure a a loaner vehicle and they agreed to repair the transmission. I am appalled by the fact that they did not catch this issue prior to somebody purchasing a gold certified vehicle. Next after receiving my car back I requested compensation in the form of some plastic covers for the rear trunk deck and trunk lid nobody has yet to call me back or give me a price quote or compensate me in any form or way. NEXT after a simple software update I am now informed that my APIM maybe fried and the back order date is unknown. Mind you Imperial Ford is the dealer who told me this and helped me diagnose the issue because unfortunately for me Jack Madden was to booked. I cannot express how thrilled this makes me (sarcasm). To say my experience was good would be a lie. To recommend this dealer would be a wrong.
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November 2023 by Mark L.
They lie online about prices, and try to bait people with old shady tricks. They will not allow you to finance, outside of their business. Worst of all they are dishonest and have no respect for Veterans. Why should anyone purchase a Ford, if they don't respect USA. This is insane, don't support this business, unless you hate USA!
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October 2023 by John T.
I was going to buy a F150 from them as I read the reviews I was totally disappointed and disgusted looks like these people's are horrible so as far as negative comments GOES IWILL NOT RECOMMEND THE BUSINES .
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October 2023 by Robert DiStasio
Don't waste your time. Markups on new vehicles are $15k OVER sticker price. This was once a very good dealership.
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September 2023 by Ciaran M.
Very poor communication! No one could tell me when my van would be ready. Dropped off at 915am no body looked at it till 2pm. Absolutely no appreciation for my time. When i did show up next day unannounced, my van was in lot Not being worked on and they hadn't even done the oil change. Management didn't have any answers because he wasn't working the day before joke!!
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September 2023 by Jon Tobias
Jonathan theodat thanks for helping me get a wonderful anniversary gift for my wife..she loves her new car and the customer service was excellent..keeping it real and not being phony you've got my future business..Jack madden should be proud of your salesmanship!!
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August 2023 by Nick C.
Why are these employees sooooo rude?? Not only that but their mechanics are not very good at all. I feel like they lack experience or something.
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August 2023 by Ally S.
It's always suspicious when you bring in your car for service and then a few days later something else breaks...dealing with the Ford service centers has completely turned me off from ever buying a Ford in the future. I have zero trust in this business.
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July 2023 by Mohamed Eldardir
Had a very bad experience called to confirm they have a vehicle they said yes and confirmed that mileage on the vehicle over the phone they said it only has 2 miles drove 1.5 hours for them to tell me sorry the owner drove the car home really ! How does it still brand new with 2 miles and like previous comments the manager Les famous word was ( what do you want me to do about it ) sounds like that’s his favorite word . Never going back and they will give you nothing for trade… note taken I would never do business with this dealer ever. Very rude owner be aware
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July 2023 by Joe Cavanaugh
Horrible customer service! I need a replacement key for a 2010 Escape and was told that they cannot make a duplicate key because Ford does not maintain the "key codes." Discusting that there is no support, guess where I will NOT be buying my next new car!
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May 2023 by Alibek Moldakozhayev
Disappointing Experience - Poor Quality and Lack of Compensation.Summary: I strongly advise against visiting this place if you value your time and money. While they seem to try their best, the end result is still not good. People, myself included, choose dealerships for their promise of quality, even if it comes at a higher price. Unfortunately, the service quality at this dealership is subpar, despite the steep prices.Update 2: In my particular case, I had to wait three days for the refinishing job to be done on my rear wheels. The quality of refinishing is far from being "as new" (quote of the manager). As can be seen from the photos, there are spots with dirt trapped in the paint, as well as some cases of irregularly and imperfectly painted regions. To make matters worse, when I attempted to wipe one of the dirt spots with a tissue, the paint actually started to peel off. Finally, after the car was returned, the steering wheel was noticeably misaligned, which further added to the overall dissatisfaction.Despite requesting reimbursement for the rental car I had to use while they fixed the damage that THEY CAUSED, Dylan ignored my email.Overall, I not only wasted time traveling back and forth to their location but also incurred unnecessary expenses for the rental car. Moreover, this whole ordeal has been incredibly stressful. I should have simply gone through complaining to my insurance, a valuable lesson learned.To provide a glimmer of positivity, they did put in new lug nut caps, although it was their own actions that damaged the previous ones.In conclusion, my experience at this dealership has been thoroughly disappointing. The lack of quality, failure to provide compensation, and overall inconvenience have left me with a negative impression. I hope sharing my experience serves as a cautionary tale for others considering this establishment.Update 1: I contacted Dylan, the Co-Director, who handled the situation very professionally. Good to see that the upper management of this place actually cares. As a result, the service manager called and made an appointment to drop the car to be fixed within a couple of days. The only problem here is that he refused to provide a replacement car, and now I guess I have to pay for the rental one. Overall, it may be relatively fair, since the car condition might become better than it originally was, as I doubt that the wheel rim damage will be fixed selectively. Update 2 is to follow.The situation itself: Got my car back damaged by the mechanic after a tire rotation. The manager refused to admit that the damage was done in the dealership, although it is quite apparent.Edit 1 of review in reply to the dealership reply: yes, only 3 lugnuts were replaced, but every wheel location was changed since that's the whole point of tire rotation. Therefore, every wheel was taken out and to do that you need to unscrew all the lugnuts. It can apparently be seen that the damage is primarily located at the places where screwing work was done. There was no damage there before, and I demonstrated that the damage is fresh to both managers that came to see by showing that some paint is still there. I have a video with this type of evidence too. However, instead of trying to fix the problem, the manager started saying the damage came from stones. Rofl, imagine all the stones hitting only the regions where the screwing work was done. Also, I do care about my car, and check it for the presence of damage quite frequently, and there was nothing there before I was so unlucky to come to this dealership. Anyway, it was a waste of my time talking further to this person, so I stopped the conversation after getting an affirmative answer that the manager does not agree with me. I really want people who read the reviews to know what they can expect in this place. Also, I will do my best to find ways to contact the upper management of Jack to let them know what happened. Oh, and one more thing - all these, oil change and tire rotation took around 3.5 hours after the start of the appointment.
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May 2023 by Brian Pender
I worked with service advisor Nick M. to get my wheel bearing replaced. Nick went above and beyond to not only get the part there quickly, but he also worked with my third party extended warranty provider to get a very large portion of my service covered. I’ll definitely be asking for Nick in the future and recommend anyone taking their vehicle to Jack Madden to work with Nick, he’s a true professional.
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May 2023 by Kell Schneider
Purchased a used F150 + extended warrantee from Jack Madden. It's been a mixed bag experience, to be frank, and over a month after purchase we have brought the vehicle in for service 3-4 times. I am an optimistic person (to my partner's annoyance sometimes), and even my own patience has worn out here.Couple of experiences:- Indeed we did feel pressured during the sales process, which just is off-putting, and makes an important (not to mention expensive) decision more stressful.- Did not accept cash offers (at time of purchase), forced to finance.- Sneaky move: on purchase day, our sales person showed us the truck had two key fobs, which we were hype about! On pick up day, the same sales person said "He personally made a copy of the key fob for us so we could have 2 of them, which is expensive, but he wanted to do it for us." We thought, okay...we already knew there were two. What was the angle there pretending he got a second one for us?- After continued shaking at high speeds, and other issues, Sean and a team member from Service made time for us all to go on a ride together in the truck so we could try and recreate our issues. That was a good thing, and we were grateful for the attention. Sean overall has been the highlight of our experience.- After that ride, the vehicle was serviced again. I picked up the truck when it was finished, and the Ford caps were missing from the tires (ya know, the little logo circles in the center of the frame). Just felt like a careless mistake, after having shown such attention to detail for us as customers earlier. It was starting to feel like a show was being put on to our faces, but then as soon as we were gone, the effort went out the window. Not super inspiring, and we began feeling gaslit.- Some weeks later, the check engine light came on. Back to Jack Madden we go. Service says it comes up as a camshaft code – somehow they clear it and the code does not return during the 5 mile ride Service took it on after clearing.- About 6 days later, my partner is driving the truck. The battery light illuminates, and it stalls out at a stop light. He has to turn the vehicle off and back on again in order to get it to run. Obviously, this is terrifically unsafe - and he's quite lucky that the car didn't lose power while actively driving.- So now, we have re-expressed all our issues for what I believe is either the 3rd or 4th time dropping it off for service after purchase, and the vehicle is currently back in service today.Our general feelings are:• There are clearly issues with the vehicle.• We do not feel safe driving this truck for obvious reasons.• We want the vehicle to run as it should, and be safe.• We had purchased the extended warrantee for a reason - not to mention the vehicle is still within the Lemon Law period.• Yet Service keeps calling us back saying nothing is wrong with the vehicle.• We are feeling like the dealership is oddly avoiding taking responsibility for what could be some moderate to serious issue with the vehicle we purchased from them. We really have not felt reassured otherwise at this point.Now, like I said, I am an optimist – and I like to think these folks have our interests at heart here. But we can't help feeling like they're trying to run out the clock so to speak! It's all very murky, and not particularly inspiring.We are using the truck to hold a truck-camper for a road trip, so we are VERY intent on making sure the vehicle is prepared, safe, and not going to bring issue – so we can feel positively about our new truck's status before adding the camper to it.This being said, we hope that progress and repairs are made to our new (to us) truck this time around. I will gladly update my review at that point.At this moment, though, I would not actively recommend this location for purchasing a used vehicle. Not sure what a new purchase experience would be like, as I can't speak to that.Good luck out there people!
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May 2023 by Sharane Jones
When I tell you guys, I love working with my sales rep Robert Keith! Y'all! He makes it happen! I followed from from one dealership to the next. I will not let anyone but him help me with my car buying experience.
