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February 2024 by Sidorian P.
I've dealt with this particular ford location three times, and none of them were pleasant at all. The first time was when buying a car, and every sales person jumped at the opportunity to get a hefty commission on whatever car they could sell us at their extremely inflated prices. After we did end hop buying a car, none of the issues that were found were even covered under the warranty that was promised with the car, and we ended up paying out of pocket to fix MULTIPLE issues that were Completely missed by the techs at the shop. The second time that I was there, I waited outside trying to talk to a service tech to see what was covered under my car's warranty, and since I'm a young adult I was met with skepticism and I wasn't even able to get in contact with a service tech after waiting for half an hour. Multiple service technicians just watched me knock on the garage doors and decided not to open up. I immediately went to a more professional location. The last time was this past week and showed us how truly ford has gone down hill. The company isn't willing to admit the HUGE, NUMEROUS issues that their electronically shifting manual transmissions have, and when my mother took it in for warranty, she was strung along and given completely unreasonable estimates that were way too much money, and we even got matching quotes from other shops That were roughly $1,200 less (quoted just under $6,000) We declined service and just decided to have the recalls done on the car. We were presented a 2 day repair time estimate, and 8 days and 4 phone calls later we finally got the car back. We were told the reason for the repair taking so long was just that "Technicians didn't get to it" every time call. For a week. We will not be going back to this ford.
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June 2023 by Melissa B.
UPDATE: After reading my initial review, the General Manager of Heiser reached out to me, telling me he wanted to make things right. He referred me to someone who referred me to someone who never called me. When I tried to follow up with the General Manager, I found out he no longer worked at Heiser. I called Heiser to get the name of the new General Manager but hung up after deciding it wasn't worth it. Save yourself time, and go somewhere else.
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June 2023 by Michelle C.
We purchased a used 2019 Ford F150 Lariat from Heiser Ford on Tuesday 5/2 evening just before close. Upon signing the papers we purchased the extended warranty and they were trying to charge us an extra $100, which she eventually waived. When we got home to IL and were looking through the paperwork, the sticker that was hanging in the car says $42,295 and we paid $42,995. We asked that it was detailed before we picked it up and it was not even washed. Wednesday morning 5/3, we went to start the truck and it would not start with the push to start or the key fob the first two times and then had a tough time starting. The engine knocks when starting and clicks while running. We contacted Ken our salesman ASAP and let him know the issue. Ken was very accommodating with anything we needed and worked with Bob Gigl the sales manager. They told us we can exchange the car but Heiser does not have a vehicle that is comparable to what we purchased. Only thing Ken could find was a Chevy or Corvette engine and $25k+ more. We were looking for a Ford F150 Lariat, with moonroof, adaptive cruise, leather, slide window and 360 camera. Bob told us 5/3 at noon that he could pick the car up he and leave us a vehicle to use he just "did it in Detroit" very rudely. Bob told us that he had a meeting from 1-2 and would be working on it after. At 4 my husband called to get an update and Bob told my husband "I told your wife I was in meetings" and that there was nothing he could do because we are in IL and could not give us a car for insurance purposes. So clearly he had an answer for us but just that he didn't relay the message to us and told my husband he was in meetings which ended 2 hours prior. I've since learned that during that call Bob told my husband that "it is what it is" and to get it fixed in IL with the warranty. When my husband said he's not going away with the truck issues because he works hard for his money he spent on a truck with these issues. Bob's response was "I'm not scared". Bob has been very unprofessional and disrespectful when speaking with us. We ultimately ended up escalating it to Blain Boudreau the GM because of how unprofessional Bob spoke to us. We ended up taking the truck to a local place in IL to fix as we were not going to drive back to WI numerous times adding miles to the truck and they were not seemingly accommodating the issue. We got a 4 page workup on what they fixed on the truck and had it for two weeks. We did have to take it back to Heiser to have the handles swapped out and detailed because it was part of our deal. They told us we couldn't get in until end of July, in speaking to Blain he got us in within a reasonable timeframe that worked for us. We brought it back and it took 30+ minutes to find a car for us utilize while it was there all day, but they did get them swapped out and detailed good enough. Ken did say "it purrs like a kitten now" which in our opinion makes us think they knew something was wrong with the engine. All in all Ken did what he could for us and we're very appreciative. If you need anything skip Bob Gigl and go straight to Blain for assistance in resolving anything.
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January 2023 by Meg N.
Don't offer what you don't have. They offered a pick up and drop off service. They picked up my car at 9:30 am. They people who came were great. I got an update around noon. Then it was crickets. I called at 3:30 to see when my car would be returned and was told there weren't enough drivers. They would have to pick me up. 40 minutes later, still no sign of being picked up. It took over an hour to get a ride there. No apology whatsoever. I have been a customer there a long time and expect better than that.
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November 2022 by Matthew C.
The time it took them to repair my truck isn't exactly their fault, it's supply chain stuff. But after having it for 5 months due to a transmission replacement, my wiring harness broke a couple weeks after I got it back. Took them another week to fix, then a month later my cam shaft sensors and variable control valve were broken. So far I've given them over $9,000 and they give me a truck that works for less than a month before breaking so they squeeze more money out of me
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October 2022 by Louisa E.
Have been to this dealer for cars and service. They are very fair. I liked the website and searchable option. Went to see a carwith family member. Was able to see a car and discuss options. Had gone to several other dealers in Milwaukee and Waukehsha. Thos place had whay we wanted. No hassles. Great prices on new and new vehicles. Really pleased. Will be back.
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September 2022 by Howard M.
I scheduled a recall repair on my MKZ. It was scheduled out 3 weeks. On August 31st, I arrived at 10:25 am for a 10:30 appointment. Upon scheduling, I asked how long the appointment might take. They said about one hour. I gave a 3 hour leeway to be safe before a scheduled business appointment. The woman who greeted me was a service advisor who was visibly and verbally upset about something that happened prior to my arrival. My conversation with her made me conclude that their definition of an appointment is drastically different than mine. She told me that she would not have someone available to work on my car until after lunch. I cancelled my "appointment" and I don't think I'll be returning to Heiser anytime soon. I also noticed that there seems to be no responses to Yelp reviews since 2020. I'm thinking that there will be no response now.
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May 2022 by Nathan G.
This review is regarding the purchase of my new (brand new) vehicle and the following care it needed. The process to purchase the car was almost without a hitch. Only issue was they had lost the second FOB that goes to my car. They stated they'd either find it within the next day or order a new one. They found it and I picked it up. No big deal. James and Goran were very helpful throughout the purchase of my vehicle and accommodating to the change in timeline of official purchase I needed to make. I have had two issues related to my vehicle since it's purchase. Again, a brand new car. It is reading as a faulty driver side airbag that needs inspection and my FOB did stop working for about a 10 minute period. Two things I wouldn't expect given the car is brand new. It was easy for me to be immediately upset at this. Especially since they couldn't see me until 2 months down the road to have these issues officially addressed and the car is brand new. Let this review be a reminder to everyone. Just because everything doesn't go perfectly, doesn't mean good customer service wasn't provided. I took a step back and tried to understand that the car is operable and while waiting isn't ideal, I can do so. Fast forward and I got a flat tire due to heavy construction all around me work. Nail in sidewall. Can't patch that. Heiser got me in same day and replaced my tire as a fit in. They understood the FOB issue has a short term solution (there is the spare). And the electrical reading potential issues with the airbag is likely faulty and an easy fix (it's also only rarely present) But I can still drive the car. So those can be addressed in the upcoming appointment I made. When I needed something right away, they took care of me. Covid and all the aftermaths of it affect this business too. They're going to do their best to provide you service. In the end, they're a business. Same as any. Want to make money. As far as I can tell though, they make it honestly.
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March 2022 by Lauren O.
I initially had great experience with service for a key/computer issue. I've been trying to set up service for two weeks plus now for an oil change, I've had a text offering me a ford credit card when they said they would call back, but nobody returns calls or answers the phone in service department. When I call the dealership and ask for service department, I am asked if I am calling to schedule service? Maybe I should say NO I just want to have a lovely chat
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March 2022 by Orlando G.
Very very upset with these people they swindled me in to getting this 2018 ford explore don't get me wrong the truck is wonderful but the repair service is got here at 10:30am to get new tires put on and it took 3 and a half hour unbelievable do not go to Heiser Ford on Silver Spring
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July 2020 by Donald S.
I got truck from said dealer in march. Do you understand what adding value with service is? Doesn't understand parts they offer, at least service writers. Parts in stock, I verified before making appointment. I bring in a quote from ford.com which they get upset at(real professional), which states what it does and what needs to be programmed at ford for one feature to work. Found tools in truck, which I drove back just to return. When I called back for service they are just like yaaaaa uh just bring it in. Do you want to write down my information? Then I get ask if I made an appointment......... I pretty much had to tell each person how to do a professional service based conversation. I'm an Automation Service Tech. Just had to plug in provided connector, hook a module up and use the ford scanner/programmer to unlock feature and provide settings on dash display. I would say a 15 minute repair. Test repair and return to customer. Sorry for not being a sucker, your favorite customers. Wait I was a sucker too cause I still paid for it. They make you pay first to get the keys. Match made in heaven. My word is worth more then money. Also 10 employees standing in service area with maybe 2 service writers. Must be so bored, they just stand around watching brand new vehicles fighting like vultures for the next sucker. At least they can make sure the wall is still standing.
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January 2020 by Jessica J.
I honestly dread taking my car in for any kind of work. If we're being honest, normally that's my husband's (or even dad's) job just because I know very little about cars and what's normally needed. That being said, this was a swift and easy situation. My Ford's passenger side handle had fallen off... likely due to it being broken into. I'd called Ford and they were able to book me in for the following week. They asked a few questions upon my arrival and then checked me in. Their waiting area is really pleasant and includes tvs and wifi, with plenty of space to work, which is what I did. The only real bummer is that it took over two hours, yikes. Again, I don't understand the ins and outs of cars and what they kind of repair would entail, but a broken handle wouldn't seem to be very extensive. I am fortunate enough to work remote for my job, so it's not tough for me to hangout and work anywhere, but just a friendly warning to others to carve out time in your day. Heiser Ford graciously took care of the cost of repair, which was much appreciated. They were easy to communicate with and seemed really professional. It will continue to be our go-to spot for our Ford!
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November 2019 by Michael J.
I will be happy to increase my stars once I've seen their customer service and response time to phone calls improve. I have yet to see one phone call returned when you call the service center and it doesn't matter when you call, they rarely answer and when you leave a voicemail fo getta bout it! The is where you make your money Heiser........please get it together.
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June 2019 by Kevin F.
Yesterday I purchased a 2015 Taurus SHO from Pat in Sales. The quality of the inventory on their lot is phenomenal as was the entire process! I have been a Service customer for quite some time and have worked exclusively with Terry. When it came time to trade in my MKZ Hybrid, I came to Heiser to take the Sales Department for a spin. The whole experience was great, my salesperson, Pat, Sales Manager Bob, and Kristina in Finance were all stellar. The process was so easy and they were all so knowledgable and down to earth! The offer for my trade was very fair, the price of the SHO very fair, Bob and Pat even threw in some extras for me and filled the tank! Kristina was amazing too, she is also very knowledgable, friendly, and made the rest of the process so easy. At no moment did I ever feel like they were not interested in my business and I never felt pressured. It was a laid back car buying experience with a bunch of great people at a great dealership, and my standards are very high, Heiser's team far exceeded them! Thanks again Heiser Ford!
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March 2019 by John G.
It was about an hour drive from were we lived. We showed up on our scheduled appt. Beth which was consistant on answering emails back right away. David which actually sold us the car. Very friendly. No hassle in and out. Took care of us. They were friendly to my family. Offered us snacks and drinks. Beth had paper and crayons for my 3 year old and another customers child while they were being assisted. I didn't think they would of allowed my bother in law (age 11) sit in a brand new Mustang GT350 in the show room and one of the salesmen said go ahead! With no hesitation. Satisfied customer. The car is great!