Max Ford of Richmond

Great experience. Sales staff are very knowledgeable and made sure all the features on my new Explorer were set up and that I knew how to use them. Everyone was very kind and considerate!

Horrible Customer Service! I bought a 2024 Ford Ranger on August 31st 2024. The detail team managed to mess up the rubber seal around my window with a razor blade when they were scraping off the residue from the baked-on protective tape. I had to keep emailing and calling the service department and my sales person to find out the status of the replacement parts and when it would be fixed. It finally got done December 21st (4 months later). When I was at the service department having that repaired I pointed out to the service person that I had noticed paint was chipping from the quarter panel and I would like for them to fix it. Note: This was clearly a defect in the paint and nothing I had done. They took pictures and said they would talk to the service manager but that I would have to bring the truck back so HE could look at it and decide what they need to do to get it fixed. We had to make an appt (Jan 10th) and make a second trip to take the truck back to have the Service Manager look at it and take more pictures. He was then supposed to get in touch with their body shop in Harrisonville and get back to me. He never did. I took the truck back in on March 29th for an oil change and while I was there I brought the issue back up with the service person at the desk (it has now been 3 months since I brought the issue to their attention). I got some more runaround about how they're not using the body shop in Harrisonville anymore and they're actively trying to find a new place to do their paint and body work... But that she would let her Service Manager know I was there and someone would get back to me. I saw my salesperson, Tim Hein, as I was leaving and brought the matter to his attention. He looked at the chipped paint and brought other people out to look at the paint and they took pictures and he said he thought his paint guy that comes every week to fix small imperfections could fix it and he would talk to him and get back to me. It's now June 2nd (5 months since I brought the issue to their attention) and I've yet to hear from either the Service Manager or Tim Hein. I've reached out to Tim Hein twice to follow up but no response. I have repeatedly reached out to this dealership by way of phone, email and in-person visits over this issue and keep getting the runaround!!! Why is that?? Because I'm a woman?? Because I haven't been enough of an xxxxxxx?? I'm really not sure but my patience and understanding have run out!!!!This is ridiculous!!!! Would I recommend this dealership? ABSOLUTELY NOT!!!!! Do I think they actually care?? No, I don't, because my voice isn't loud enough to be heard by a big Ford dealership or loud enough to make a difference... But if you happen to be a woman who works really hard for her money and you're looking to spend that hard earned money on a vehicle at this dealership, think twice.

Bought a GMC pickup from here from out of state. This place had no clue how to handle this situation. After schooling them on the process they still sent me the paperwork to register and license it myself. Although took my money for”process fees “ after receiving the truck with a missing hitch receiver and notifying the sales rep. Twice - He never responded. I would look somewhere else for a vehicle and save the headaches!