Rusty Eck Ford

Bought my used escape a little over a month ago. They gave me a 30 day moving parts warranty — Lo and behold my airconditioning decided to act up a few days after the warranty expired. If they cared about good customer experience, they wouldn’t be telling me – sorry it’s not our problem anymore and focused on solutions to keep me happy so I’d have a positive experience rather than losing a client forever. Will never buy from them ever again. Been hearing a lot of negative experiences from other people as well.
And they gave me the runaround when I called them — sales guy said he can’t make decisions and to call the service guy, service guy tells me to call the sales guy then sales guy tells me to call customer service guy… Very unprofessional.

Too forceful, rude, lied about pricing, never ending revolving door of salesmen (meaning you don’t just see one guy, they constantly switch on you telling you different contradicting lies), I would not recommend it.

Average car sales experience, with your average pushing for a sale and specials to get you in the door. I came looking for a car advertised online, and they proceeded to show us as many other cars as they could. I firmly asked for the car I wanted and we informed they do not have it anymore. Not sure if this was a trick to get us in the door or not.
We eventually settled on a car with them and after fierce negotiation settled on a deal. The used car we choose had some scratches that they agreed to completely remove in writing. Needless to say after purchasing they failed to remove all the dings so we took it back and hassled to get it fixed. They finally fixed it and we were satisfied with the purchase at that point. I feel this process should have been a much less stressful experience then it was.
Great facility and great selection of cars.
Make sure you escalate to managers if need something done.
In the long haul customer satisfaction is important to them.

Took my wife’s 2008 Escape in for an oil change and tire rotation as she was planning to take it on a long trip in a couple weeks. Zach Boucher was the service rep handling it for us and while speaking with him I asked if they would give it a look over to make sure my wife wouldn’t have any problems with it on her trip. About an hour later he advised me that the oil had been changed and they didn’t find any concerns with the vehicle except for the tires being in need of replacement (something I had already suspected). He said they would probably last or the trip though. Having a little bit of time available I told him to go ahead and put new ones on. About an hour and a half later he came to the waiting room to let me know it was ready and to come on back to his desk to sign for it. As we were completing the paperwork one of the guys that does a quick clean of your vehicle when they finish servicing it came in and asked Zach to come out to look at something. I turned and saw a group of them with Zach looking at a spot on the side of my wife’s Escape. He showed me a small damaged area and explained that a gust of wind had caught the door of a car next to my wife’s and had hit it. He immediately reassured me that they would take care of it and would give me a loaner while it was in the body shop. I’d like to thank the gentleman that had the integrity and honesty to report the mishap to Zach and thank Zach for his immediate assessment, apology and offer of correcting the damage. They could have been unscrupulous and try to pass it off as prior damage but didn’t. They were honest, concerned, and stepped up to right the situation. We got the Escape back 3 days later and it looks perfect. Thanks.