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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 Giglthe 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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March 2023 by Robert Zollicoffer
I've been a customer of Heiser Lincoln for a number of years and they have always treated me with the utmost respect. Every vehicle that I've purchased from them were quality vehicles that gave me little to no issues. Bob, who works up front is exceptional at problem solving and being direct with customers so you know exactly where you stand. Blain, the general manager is also there to assist where he can. From the management to the sales team you can't go wrong with these guys. If your looking for a quality vehicle (new or used) don't hesitate to stop in or give them a call. Take care!
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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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January 2022 by Kevin Meyers
I purchased my Lincoln from Heiser Lincoln Ford almost three years to the day of my service. I had received a couple recall notices from the manufacturer and tried to get the recall work performed locally(I live in Madison) but the dealerships in Madison evidently never received the parts and never kept me in the loop. I contacted Heiser Lincoln and was assured by a very helpful lady that Heiser had the parts and would be happy to assist with the recall. I arrived on Wednesday November 24 and was greeted by a very nice service person who told me it would be between two and three hours to complete the work. While I was waiting in the lounge area a nice young man approached me and asked if he could get me anything up to including lunch from Five Guys restaurant. I passed on it by thanked him just the same. I'll probably be trading in my MKX in about a year and will return to Heiser to purchase another. I'm an hour and half from your dealership but it's worth the drive because you offer excellent service and I was very happy with my initial purchase. Keep up the good work. Kevin Meyers, Madison, WI.
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January 2022 by Fazil Pasha
Great Service I was sent reminders by texts of service of my Lincoln MKZ, and like that they were able to pick up vehicle \\u0026 leave me with a vehicle very helpful my work schedule is very demanding. The Service Advisor Mercedes called to let me know what services they performed and answered my questions She is very knowledgeable about vehicles. My vehicle was returned to me conveniently. I recommend Heiser Lincoln Service for your maintenance/ service of your vehicle especially Ford \\u0026 Lincoln vehicles.
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January 2022 by Karen Kroening
This is Terry Kroening and I took my wife's car in for service. The car only has 47,000+ miles on it yet the shocks failed due to leaks in both rear shock. Heiser was very efficient in taking care of the matter however, I am disappointed in the fact that this happened with relatively low mileage on the car. The repair was over $1,000 and I must say that I would get rid of the MKZ prior to the next 47,000 miles rather than pay another $1,000. And the car is only 5 years old. But in another 5 years what would the cost be at the current rates of inflation!!!
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January 2022 by James Price
My experience with Heiser Lincoln Ford has been awesome. The sales, finance and service department has been there for my vehicle needs since my purchase. Thanks Heiser!
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November 2021 by Thomas Keating
I have been buying cars and having them serviced at Heiser for about 12 years. I doubt that I will ever go to another dealership. The sales people, with their expediters, are caring and are a pleasure to deal with. I can’t imagine a service department that is more accommodating and flexible to a customer’s needs
