Malloy Ford of Charlottesville

Reviews 3

HE

Herman Brown

Went in for a simple recall today on my sons 04 ranger, while speaking with the service advisor I also requested they look at my air conditioning. Several hours later they called and told me the recall was complete but to fix the ac Id be looking at $1400, i told them to hold off for the time being and Id come back to have that done. When I arrived to pickup I was caught off guard by the cashier when she handed me a bill for $135, i asked what the charge was for and she told me its for a diagnostic fee. I told her I wasnt informed at any time there would be a fee for looking at the air conditioning. She referred me back to my service writer who had been over-hearing our entire conversation and she told the cashier to just let me go because she didnt have time to argue with someone like me. The cashier handed me the keys and told me I was good to go. I hadnt even gotten off the lot when Bob Smith the service manager called my cell phone and told me he would have me arrested for not paying my bill. I was the reason dealerships cant make money, and i need to get back there right now. I did turn around and go back, when I walked inside this extremely belligerent man approached me saying the same thing he just told me by phone, that I was the reason dealers cant make money. I explained to him that both the cashier and the service writer had told me I was good to go, and I would have gladly paid them if I had been told upfront I would have to pay to have them look at it. I mean its November 3rd, air conditioning isnt a top priority right now but since I was there it seemed as good a time as any to have it checked. He then told me that I needed to leave, dont worry about the bill, but also added for me never to come back to this store. I left feeling extremely irritated and somewhat cheated by the experience. The communication between the dealership and the customer could use a revamp there. If they had told me upfront and not tried to sneak a bill in on me at the last second I would have been more than happy to pay, i also would have been able to make an informed decision and decide if it was worth that charge considering Im heading into winter and wouldnt use it for 6 months...I would recommend using another service department if thats a possibility to everyone out there reading this. On a side note, I did contact another dealer and gave them the parts list and asked with labor what kind of bill would I be looking at, they told me between $800-850 with all taxes and fees...So Im wondering what Bob was talking about considering that by the looks of things Malloy is charging almost double for the same job as other dealers in close proximity...

GA

Gary G

If you buy a used car from Malloy, no matter what they say or who says it, expect nothing after the sale. Purchased a car from Malloy Ford in Charlottesville on 7/1/14. That night the car wouldn’t start, the used car manager came out with the salesman with a jump box and jumped the car off. I was apprehensive but I thought it was just because it had sat and our test drive wasn’t long enough to charge it. They told me that if I had a problem Malloy would take care of it. I pointed out that I lived 2 hours away. They said just take it to my local Ford dealer and call them. On the night of 7/2/14 after pressing and holding the eject button, per the manual to get the CD player to work, the car wouldn’t start. On the morning of 7/3/14 I jumped the car and took it to my local dealer and called Malloy. Crickets. Called the salesman’s cell phone. He called me back and let me know that he wasn’t working but that he would call Malloy and have someone call me. Crickets. I called again and the service department answered. I told him my story and was told he could get to me maybe the following week and nothing he could do right then. He took my name and number and said he would pass it along. Crickets. I then sent an email to both the salesman and the used car manager pointing out the battery and that the CD player doesn’t function. Crickets. So Malloy Ford is no different than the shadiest used car dealer you can imagine. I did buy a used car, I did sign the as is form, I did not know that the battery was bad nor did I know that the CD player portion of the Navigation system was not only inoperable but would kill the battery in a matter of minutes. My mistake not checking and my mistake for believing a used car dealer would honor their handshake. I used an OBDII scanner to check the system. Should have used a capacitance tester for the battery, didn’t have one with me. I also should have had them demonstrate that the CD performed all the functions (everything else worked, it thinks it’s loaded). I try to learn from my mistakes, and hope that those who read this will also learn from my mistake. What was the fix? This car is for my wife, she is a traveling cardiac nurse. The car has to work, not maybe work, has to work. The battery $120, OE navigation system from EBAY $700, learning about Malloy Ford $ priceless.

DA

Danny Boone

One of the worst service experience ever. Scheduled the service appointment on Sunday for that Wednesday. My wife drops the car off and uses the shuttle service to take her to work. They were suppose to do a airbag module recall on our 2013 C Max, check out a noise in the ac vent, and look at the My Ford Touch screen that had been acting up. We had to pick our kids up at daycare by 530, so when 4 rolls around and no phone call with a status we decide to call and check. First time just rang and rang to the service department to the point it disconnected me. Called back and waited about 10 mins for my service advisor to pick up. I asked for an update and was told they needed to keep it overnight. I asked what we were suppose to do about transportation and the response was they have an agreement with Enterprise and I can rent a car for $35 a day. So here I am with a new car and being asked to pay $35 a day to rent a car. Turns out they didnt do anything!!! Sat there all day for nothing. After speaking with the service manager (didnt have much to say)he tells me they will cover one night rental. He transfers back to my to the service advisor and she goes on to explain that they will be covering one night, but now being told they could have my car for several days now, and I would be responsible for the extra days. My response was dont worry about the rental I will take it somewhere else. I am then asked if I purchased a extended warranty, which I did and was told it SHOULD be covered up to 10 days. I said will you please confirm and she did. Why wasnt this done in the beginning? Train your service advisors how to do their jobs! After getting the rental went to the dealer and my wife could not get the car seat out of the C Max and nobody really wanted to help her, so she just took the car. Malloy Ford just lost a customer for life. I heard lots of bad things from other people about them but decided I would give them a chance since they were convenient to where we live. Never again. Between me and my family we own 12 Fords ranging from a C Max to F550. We will be finding somewhere else to go to service and buy.

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