Fitzgerald Nissan Chambersburg

I wish i could say i was making all this up. Wasnt going to leave a review because the dealership WAS still actively trying to make it right, as the sales manager re-assured me over and over and over that she would. Going to try to keep this short. I went up to Fitzgerald Auto Mall in Chambersburg. I've purchased from there before with no issues. Was impressed by the sales woman I worked with and the sales manager, also a woman (which was awesome to me, felt as if you can relate, and trust). Decided to purchase a used Ford explorer with low mileage and minor cosmetic fault inside. I'm told the explorer will be sent for MD inspection and I'll get a call when it passes. Got a call a day or 2 later, (it's all a blur at this point) it passed MD inspection, come up and get it tomorrow to give them time to detail the inside and outside. I go up, sign the paperwork and go out to move my car seat and all over from my car and noticed imperfections in the paint of the ford explorer i just signed for and purchased! Looks like someone who didn't know what they were doing detailed the outside and removed the clear coat and sanded paint off. Sales manager and GM assure that they will swap out explorers, in their words, "we buy vehicles everyday, it will be fine, trust me". Today, a week later, I'm told to come back up and get my car they can't find a comparable ford explorer with less than 30k miles. For background, the one i purchased is a 2021, 26k miles, cloth interior and captain seats for the 2nd row. It doesnt have all the bells, whistles, panaramic sunroof or leather seats. Pretty basic XLT model. After doing a quick Google search, I find that hard to believe with the multiple ford explorers I found at other dealerships(I know fitzgerald buys from wholesalers). A guest advocate associate is now involved after I called and explained the situation and she spoke with the sales manager and GM. Absolutely shocked with how they are going back on their "trust me", "I promise", "we buy hundreds of vehicles a day, this is no biggie". Just wanted to share my experience with "the Fitz Way". I have been calm and civil for the past week. I have tried to keep the mindset that they will fix it, and it isn't personally their fault (sales manager and GM). However, today when the sales manager called and dropped this bomb, I said fitzgerald is trying to wash their hands clean and they are taking absolutely 0 accountability for this absolute fail on their part for the vehicle being messed up/damaged in fheir possession during exterior detailing. The sales manager replies, " Breanne, we are taking accountability. I don't have to give you your car back or buy back the Ford Explorer you purchased". All this after im promised they will make it right, and that im an "exception" to the return policy because as they said "this isnt right".😩 ohh and the inside never was detailed, sales manager also agreed it had no been cleaned/detailed. And they never sent it back to be detailed/cleaned. Talk about an absolute nightmare and mentally draining. Do better!! I had faith and trust at the beginning of this absolute nightmare. Now, I do not. There has been 0 transparency and honesty on their part. Along with 0 communication. I have had to make every effort everyday to reach out to get an update. There has not been 1 day when I've received a call from fitzgerald first to give an update, apologize for the inconvenience or have accountability for their inability to detail/handle a vehicle correctly without damaging. Purchasing a vehicle should not be this hard, mentally exhausting and cause this much anxiety.

Logan Gleason made our new car shopping experience easy. He did an awesome job showing us vehicles that we might be interested in based on our criteria. He answered all of our questions and, if he didn't know the answer, he quickly found out the answer. He even went as far as answering questions via text while he wasn't working. He was very knowledgeable and extremely personable. The financial part of purchasing the vehicle was the easiest that we've ever experienced - thanks Jeremiah. We love our new Nissan and have already received many compliments.

The salesman Paul that we dealt with was great. Helpful and went out of his way to get us information. The sales manager is a complete clown. Tried to negotiate backwards from the trade in quote issued by his own service department 5 days earlier. Used his excuse that he was too lazy to look himself. Rude, unwilling to trust his own service department (I wouldn't either) and lost a sale over $120. Don't trust for sales or service!!!