Performance Ford of East Hanover

I purchased a 2023 Mustang Mach-E from Performance Ford, and unfortunately, it ended up being a very frustrating car-buying experience. From the very beginning, communication was poor. When my wife visited the dealership to look at the car, the salesperson couldn’t answer even basic questions about the vehicle. When I went in for a test drive, I had the same experience—no clear answers, and I had to rely on the Carfax report to get information the dealership should have been able to provide. I was still interested in buying the car, but when I asked about a small discount due to a dent and some interior issues, the sales manager simply said the price was already competitive and refused to negotiate at all. I thanked them and left. I tried contacting the salesperson the next day to continue the conversation and received no response, forcing me to reach out to someone else at the dealership just to figure out who I should speak with. Eventually, we agreed on a price, and I was told someone would call me to take a deposit—yet again, there was no communication. I had to reach out myself to make sure the vehicle was actually being held. When I arrived to pick up the car, it was ready, but the problems continued. During the final paperwork, I was told that they never took my deposit, even though I had brought a check reflecting the remaining balance after that deposit. I then had to pay the deposit amount on the spot, which made no sense. During the paperwork process, I declined the extended warranty multiple times, but the finance employee simply would not accept my answer. It took repeating “no” at least 15 times—and finally telling her to stop—before she moved on. I was very close to walking away at that point. After everything was signed and finalized, the salesperson went to retrieve the second key—only then informing me that there *was no* second key. At no point prior to this had anyone mentioned that. The sales manager told me that most used cars don’t come with a spare key and that I could either buy one for over $300 or purchase their $1,100 warranty that included a spare key. Every used car I’ve ever bought from a dealership has come with two keys, so this felt misleading and extremely frustrating. Once outside, the salesperson did a great job explaining the car’s features and helping me set up the phone key. However, I immediately noticed the tire pressure light was on, and the Ford app showed that a critical recall had not been completed. When I asked about the recall, the salesperson had no information, and the service department couldn’t provide any answers either. He said he would follow up, but the app still shows the recall as incomplete. Now I have to bring the car back in for work that should have been done before the vehicle was sold. Overall, this was an incredibly frustrating and disappointing experience from start to finish. Update, was told to contact their sales manager to discuss, which I did. And they haven't even attempted to speak with me to resolve these issues

Extremely frustrating car buying experience with this dealership and their shady business practices. Would never buy a car from them again

Great Dealership to work with Bicky and Cindy were great and the sale went smoothly