Orleans Ford

terrific car at a terrific price! Sam was knowledgeable as well as patient, as we went through finding the perfect car for us.

UPDATE: they have still not paid off my trade, my credit is about to have a missed payment reported due to this, and they are ignoring my calls. I normally don’t leave negative reviews, but my experience at this dealership absolutely deserves to be shared so hopefully it doesn’t happen again. The buying process started off fine. Mike (sales) and Tom (finance) were pleasant at first, and everything seemed straightforward. However, once my credit was pulled and the deal was approved, the tone changed dramatically. Communication dropped off, and both became dismissive and unhelpful. My first red flag was when I called to ask about the vehicle’s buyback history. The receptionist didn’t seem to know what a buyback even was and acted as if I didn’t know what I was talking about. When I called back and asked to speak directly with the salesperson, Mike proceeded to explain—very patronizingly—what a buyback is. I already understood that. I was asking why this specific vehicle had been bought back. Instead of a clear explanation, I was talked down to and then largely ignored once it was clear I still wanted the car. Things went downhill further with Tom in finance. I live two hours away, there was an incoming winter storm, and my husband coaches a collegiate hockey team—so timing mattered. I called simply to confirm that our appointment was still on and that we could reasonably expect to be out within a certain timeframe. Tom was openly rude and irritated that I called, brushed me off with an “it is what it is,” and showed zero concern for our schedule or safety. Despite all of that, we proceeded with the purchase. After taking the vehicle home, I brought it to my local Lincoln/Ford dealer for a full inspection. That’s when things became far more concerning. The local dealer immediately found serious issues that were not disclosed prior to sale, including unresolved recall-related problems and damage-related faults affecting safety systems (adaptive cruise control and pre-collision assist). I was told the cruise control module was literally hanging inside the bumper and that there were multiple error codes present. Even more troubling: I had written confirmation from Mike stating that all recalls would be resolved before delivery. That was untrue. I then had to spend significant time calling, escalating, and arguing with the selling dealership to take responsibility. Only after reaching the General Manager did they finally agree to cover the repair costs—which totaled over $2,200. To me, this strongly suggests acknowledgment that the vehicle’s condition was misrepresented at the time of sale. This entire experience left me feeling dismissed, disrespected, and misled. I also can’t ignore the feeling that I was treated differently because I’m a woman navigating this process. I strongly suspect the tone would have been very different had my husband handled the calls alone. I ultimately love the vehicle—but no customer should have to fight this hard after a purchase, especially when buying a car with a buyback history and being assured issues were resolved when they clearly were not. Management seriously needs to evaluate how customers are treated once a deal is “locked in,” and how accurately vehicles are represented. Transparency, respect, and accountability should not be optional.

Having looked online for another vehicle we came across what we looking for at Orleans Ford and decided to drive up from Rochester to take it for a drive. Yes we could have bought a car locally, but there was a bit sticker shock pricing locally when comparing similar cars. As such we drove up, drove the car and there were no hidden surprises in making the deal. As such we bought it on the spot. Although Orleans Ford may not be as flashy as other dealerships in Rochester their attention to customer care in answering questions was a huge win for them! As to a flashy dealership, well all I can say is....I'm not driving the dealership home I'm buying a flashy car at a reasonable price that counts. So if your looking for home town car dealership, pricing and customer care do yourself a favor give Orleans Ford a call....its well worth the trip!