Working with Heiser and their service department has been a nightmare. We dropped off our car on June 20th to have our antenna replaced. It is now June 29th and we are nowhere near getting our car fixed and have been with out it for over a week. We have spent the last five days calling the service department - no one answers! We leave messages - no one calls us back! We finally had to go there, in person, and track down the guy working on our car. His excuse was that they ordered parts and they came in and they were broken. Ok, I understand things happen and that's ok. What I don't understand is why no one called us to communicate what was going on and when we can expect our car. Common sense and customer service 101 right? We will be reporting this dealership to the BBB as an unethical business operation. Customers should not be treated like this! read more

Great sales department. Ask for Don. He has handled every thing from the purchase of the vehicle to maintence service. read more

By far the worst experience I've ever had from a car dealership. Starting from the beginning. My husband had test driven a vehicle and liked it, spoken with the sales rep and already nailed down the price and small list of repairs they would make once we bought the car. My husband came to pick me up and I came to sign the papers. We proceeded to wait from 6pm until almost closing 8:45pm to leave because they were busy doing paperwork and prep work for the next day. We were there for 3 hours just to give the down payment and sign for the car. We were to bring the car back a few days later for the few maintenance items they promised to fix, but they called a few minutes prior to drop off time letting us know they didn't have a loaner car and they need to reschedule. This happened 3 times. It is now a month later and we decided to go there ourselves to drop off the car and say screw the rental car just fix it. They had no record of us needing to come in and said the manager who was originally helping us had been arrested on the job and he never submitted the request and they haven't heard from him since. They kept the car and 3 days later we picked it up but they had only done half the tasks they promised. On the way home we actually turned around and went back. We are ready to sell the car back, and rid this dealership from our lives. Very unprofessional and no one from the company not even managers have lifted a finger to correct the customer service. Will absolutely not buy a car from here again read more

I have taken my Edge there a few times for oil changes. Ford's "Works" price is cheaper than doing it myself, so this is the first times I've ever taken anything in for an oil change, and to a dealer no less. No problems the first time, they even completed a unique request for a price that I thought to be fair. This last time however, they told me I would need new brakes, that they were at 3 mm (0.11811"), and wouldn't make it to the next oil change. Well about 500 mi short of needed my next oil change I figured I should do those brakes, they must be metal on metal. Well that wasn't true at all, I measured them at 3/8" (.375"), more than 3x what they told me. This is after they said they'd be bare. Wasted a couple hours of my Sunday replacing brakes that still had plenty of life on them, but I already jacked up the whole rear end and purchased pads, so I decided to do them anyway. To the credit of the service attendant who checked me in and told the diagnosis, didn't pressure me into scheduling a brake job, so maybe she knew better, I don't know. However I was pretty disappointed to see them blatantly lie to my face, to which I am assuming to get me to pay them a hefty amount for service I didn't need. They called upon seeing this review, and offered me some deals to change it, but never saw anything they promised. read more

I owned a 2012 Ford Focus hatchback. I liked my Focus, mostly, except the defects in the design of the transmission. Focus has ongoing transmission problems based on a defective architecture of the "dual clutch" transmission confirmed by Ford with another extended warranty of the drive train to 70,000 or 7 years for shuddering due to leaky transmission seals. I've had a dual clutch assembly replaced along with 300 other Heiser customers at that time [numbers according to service dept]; 4 software updates attempting to repair defects, failures or omissions and I continued to have problems. I have twice received mfg 0% financing incentive letters to step up to a newer Focus. I have twice tried to get Heiser to respond to my inquires and they have been indifferent or unresponsive altogether; remarkably, if not profoundly astonishing in their failure to take the "low-hanging fruit" of a continuing customer. I asked the GM why would I come back to Heiser for a defective car and their institutional indifference of not replying, responding or treating me with some respect? No replies. I no longer will chase Heiser & middle management to be a continuing customer while ignored or treated indifferently. A new car purchase is a major money outlay, substantial and significant, only to be treated badly...? No thanks. I rate Heiser's service department as "A" ; management sales and the GM "F". I now am someone else's customer and happily driving a Mazda '3' which is a superior car to that of the Focus. Other dealers are happy to have a new customer. Heiser did its best to be dismissive and indifferent, although a few bright spots were experienced along the way - the service department is first rate, Miles Spiegel is the manager. It was because of the bright spots I was willing to be a continuing customer. If I accept poor customer service without objection, I deserve it. I don't have to accept being treated rudely or ignored by Heiser, let alone pay for it, by being a returning customer, FMC incentives or not. read more

Just had a wonderful experience getting a quote. Mike in the service department was very professional, efficient, funny, and nice. Keep up the good work Mike!! read more

It pains me to send this negative review but it is important you know about the big error your mechanics made while working on my car. I have found that your customer representatives are extremely courteous and helpful but the actual mechanical service I received at your Glendale location is less that stellar. I had my Ford Flex brakes repaired recently. I heard some rattling immediately after leaving the dealership, but thought it was impossible that there would be another problem after just leaving the repair shop. I assumed the sound was something moving around in the trunk area. Today I went to a neighborhood auto shop to have my oil changed. I have gone to Heiser for this in the past but it usually takes all day, sometimes two days to get anything done on my car. Lucky for me, I stayed in my neck of the woods. Fifteen minutes after leaving the other repair shop, I got a call informing me that my brake caliper was not attached! It had been rattling around for some time, scratching the inner wheel. I do not know if there is other damage that may take time to manifest later on. I called Heiser and informed them of the problem. They agreed to pay for the replacement bolts for my caliper and the labor. I appreciate that they owned up to the mistake but I am horrified that my outcome could have been more severe. What happens if another person has a similar issue and the outcome is different? read more

Heiser accidentally put my information down when they actually sold a 2015 Ford Focus to someone else. I have been getting calls and emails regarding this car for years. I have never owned a 2015 Ford Focus. When I contacted the dealer originally in 2015 to try to correct the mistake they said it would be taken care of. This did not happen, since I am still getting calls and emails regarding the vehicle. Do not give your information to Heiser since they are not capable of handling it safely. You will only cause yourself headaches in the future. read more

If you're looking for quality and honest service for your vehicle, I'd recommend looking elsewhere. I've had a long and difficult history with Heiser Ford Lincoln, but the short version is that I used to take my Fiesta to the Heiser Service Center for routine work until I ran into a few problems with pricing, communication, and poor quality work. I had gone to a local shop until a recall came through for my vehicle and I decided to give Heiser another chance. It was a disaster. Although I had the car in early, they were not finished with the work when I had been told they would -- in fact, they never even called to tell me it would be longer -- and when I did finally pick up the car, the mechanics had neglected to actually complete the job. My power windows were not functioning and the interior panel of my passenger door was improperly attached! They were unfortunately unable to reattach the door panel properly because it was the end of the work day and all, so they asked me to schedule another appointment, take time off work, and so on. Okay, mistakes happen. When I was contacted by the service manager after this appointment and asked to fill out a survey regarding my satisfaction with their work, I did as he asked with the survey and even sent a email to him detailing the trouble I'd encountered. I have to yet hear from the service manager or anyone at the dealership apologizing or even inquiring further about my experience. It's been nearly two months. Sure, mistakes occur, but follow through and careful customer service can go a long way to recover business. All that said, I'd recommend going elsewhere for service. If my Fiesta receives another recall, I'll be driving the extra distance to another Ford dealership who does the work right the first time. read more

Took my mustang in for service and would never go back. Besides taking 20 minutes just to do the initial paperwork, no one ever called me all day despite having a 10 AM appointment to fix the car. I finally called at 4:30 and was put on hold for 15 minutes. Finally someone answered but was not sure if my car was done or not. 20 minutes later someone finally called and said they were still working on my car--after it being dropped off at 7:30 AM. Finally picked up car at 5:30 after they called and said it was ready. Had to wait 40 minutes to pay my bill and get my car. terrible read more

Awful customer service. I purchased two cars at Heiser and have had them serviced at Heiser since their purchase. The last two times I brought my vehicles in, important details of the service were not communicated to me, including that I needed new tires. I asked if there was anything I needed to know and was told no, only to look at the paperwork when I got home to see that my tires needed replacement. I Let them know of my issue with their communication through e-mail and voicemail with no response. It was only when I posted a negative review on cars.com that I received a response, a seemingly good response. The area manager offered to replace my tires at cost, to which I agreed. When I called to schedule this service, he did not answer his phone, so I left messages - which were not returned. I also had the e-mail of a manager that had responded to my review on cars.com, so I contacted them as well. No response. They made promises they did not keep, I will never return for service or to purchase another car from Heiser. Very terrible business practices. read more

I've been in management for 22 years and in customer service since I was 14. I was having an issue trying to get some fobs I ordered for my 2008 Escape. After 4 dealerships turned me away or told me it couldn't be done I decided I would try Heiser Ford as we bought our car from Heiser. I wanted into the service bay and was met by a Service Consultant Kayla Lee. I explained what I had going on with my fobs and keys and off she went. I have to tell you after several years of customer service she blew me away. Programmed all my keys fobs made sure everything was working asked if she could assist with anything else. She accomplished in 30 minutes what four Ford dealerships couldn't do at all. Now that's taking pride and ownership of a problem and fixing it. Kayla Lee I will be back if I ever have an issue as I know with her it will be resolved or actions put into motion to make right. Ford should be honored to have her servicing its customers as this was not the case and if not for her a 22 year Ford owner would of purchased another brand when the time comes due to the worst service anyone around the Milwaukee area could receive. Thank you Kayla and I hope this makes it to Heiser HQ. read more

We just purchased a new F150 from Heiser. Service was outstanding and price very competitive. This is our 6th vehicle from Heiser, and frankly we won't go anywhere else. Service on vehicles is done well and quickly. We are very satisfied. Thanks again Heiser! read more

Heiser Ford is a top class business. I have serviced several of my vehicles there over the years. I called them last week as I bought a 1998 Ford F-150. It had a misfire and the service writer told me straight up that is was a coil.. I was able to get the coil and install it myself. The honesty was amazing. I will go there with any other problem as they were very honest on the problem and it saved me money this time. I assume with a 1998 truck I will in a bit more often than others.. This is what makes a good dealership. Honesty about the problem and letting me decide what to do. I appreciate their service and you will as well. read more

After 45 yrs. of buying or leasing cars, Heiser Ford Lincoln has been the worse dealership I've had to deal with for both sales and service. I picked a new Lincoln MKC from their website and called them before I went to look at it just to make sure they still had it and they said they did. I immediately left and 20 minutes later was at the dealership only to find out the car was sold. The first thing they said to me was they tried to call me but couldn't make contact. That was BS because all my incoming calls are stored both in my home phone and cell phone and I DID NOT receive any calls from them. Fortunately the financing did not go through for the people who they sold the car to before I got there and I was able to lease the car anyways but they still lied to me over the phone just to get me down there. Service is worse. They had my car for to weeks (they did supply a loaner and valet service) and after two weeks could not fix the problem. The valet service was supplied to me because I had brought the car in several times before this and they didn't fix it then either for the same problem. The first time I brought the car in I suggested what the problem might be but was ignored (dumb customer). They returned the car to me still not fixed after two weeks in service and told me they talked with Ford and had no idea what to do to fix it. That was the end of trying to deal with Heiser Ford Lincoln for me. I contacted Lincoln headquarters and gave them all the info and they called me back the next day and told me my problem was, I needed an update done to the embedded modem in the car. They said they would contact Heiser Ford Lincoln and inform them of the update and make a appointment for me to get the update done. I don't know why Heiser Ford Lincoln could not call Lincoln headquarters and find out about the update. That should not be up to the customer to do! So after all this they finally fixed the problem and by the way the suggestion I made to Heiser Ford Lincoln way back on day one ( a month and a half earlier) that they ignored, was maybe the embedded modem needs an update!!! One last thing. Communications are terrible. Rarely will service answer the phone and when you leave a message for them they NEVER call back. The remainder of my service and the return of my lease will be at a different dealership. Believe me when I say I have more horror stories I could tell you about Heiser Ford Lincoln. All I can say is shop at you own risk at Heiser Ford Lincoln. read more

My daughter is going to school in Milwaukee and needed her first car - I (the dad) live in Vancouver, BC. I had the good fortune of dealing with Jay - he went WAY beyond the average - so much so that I stopped dealing with another dealership and stuck with Heiser Ford. Thanks Jay - we'll be getting the next one there too! read more

Purchased a vehicle online in March of 2014 and had it shipped. Vehicle was priced slightly higher than comparable models elsewhere. I purchased from Heiser based on photographs provided and answers to specific questions regarding the condition of the vehicle (admittedly foolish to not have it third party inspected). I did not negotiate the price of the vehicle down as I felt the price was fair based on the claimed condition and recent mechanical work (to include a timing belt change). The vehicle arrived with significant rust damage. It was unloaded at my office where it sat for nearly 3 months while my attempts to communicate with Tim Penn (sales manager) and Chris Myer (GM) were routinely ignored outright or full of excuses and requests for more time. June 3rd Tim Penn conceded the glaring discrepancy between pictures I provided of a clearly water damaged vehicle and the misleading (though well executed) photos used in marketing the car and offered $200.00. It should be noted that the reason for the unfortunate circumstances was the vehicle was a trade in and the person responsible for evaluating the trade failed to see the damage. Further, the person photographing the vehicle also failed to detect the damage and conveniently the pictures were such that the otherwise obvious damage was not visible. I declined the offer and was assured of three things; 1.) Heiser would not take the water damaged vehicle back, 2.) It was reasonable for me not to feel comfortable putting a young driver behind the wheel of a water damaged vehicle (air bag reliability concerns), and 3.) Someone from Heiser would contact me. After one full week of no response I left two messages to no avail. The vehicle has been driven less than 200 miles and is currently in the shop as it requires a new Variable Induction Control Motor. The previous one was water damaged. I was never contacted again by Heiser Ford nor was proof of the previous mechanical work provided. At this point I expect nothing and have no interest in hearing another plea for more time to talk to the powers that be. If nothing else this process is a reminder of why the general public holds such high esteem for "car guys". Heiser has plenty of good reviews and happy customers, particularly in the new car department. That said, when it's time to sell a car with problems Heiser should not be held in higher esteem than any other used car lot. Get an independent inspection and give little value to the assurances of those with a commission on the line. read more

I'm a female war veteran. Don't shop here. I took my truck in to see how much I could get for it. I was told that I needed to go to DMV and have my name changed on my title. I did it. I was looking for 26,000 Mark Scaffitti stated it would be closer to 24,000.( Ron can contest to this) I told him I would take it. They said I had to take my truck up to 76 and Good hope so they could check the truck out. Which I did and there was no major problems with the truck. When I returned the second day. I was told by Ron that Mark said he could only give me 20,000 and I told him but he said 24,000. Ron said, and I heard him but I cant do anything about it. I spoke to Mark and he said, he could change his mind if he wanted to. And Ford did not buy cars off the streets. Than it was the end of the year so they weren't buy anymore cars. Heiser Ford does not have the integrity of a business you would want to buy a car from. At the end of the day if your word aint poop - you aint poop. read more

Excellent experience at Heiser. I own a small restaurant and so I understand the importance of good customer service. Pat Cardinal and the gang did a tremendous job and I was in my new vehicle in no time. Thanks again...highly recommended read more

Update from last post.... The General manager called me within a week of our experience. He did not make any excuses and apologized for the issues we had encountered. I appreciated his honesty and acceptance of the fact. He than asked what he could do to earn our trust and business back. After several conversations with my son we decided to give them a second chance. Chris (the general manager), personally made sure everything was smooth and to our satisfaction. So a good deal, bad experience happy conclusion. I would now recommend them. I know sometimes things can go wrong. Its the companies that own up to it and make good that deserve my business. read more

My husband and I went in to buy our car off lease, and title it to my mother. Sounds simple enough, right? Not the case. It was a three hour initial ordeal and they couldn't give us plates that day because my mother lives in another state and they told us they had to apply for plates in that state and ship them to her. A couple of weeks go by and no plates arrive. I called Heiser only to learn the plates had been shipped to them and they were sitting in the sales manager's office and I had to come pick them up. When I arrived, the manager was on vacation and no one could find the plates, even though I gave the name on the registration and the state. Fast forward, the sales manager had returned and said that they couldn't find the plates because "they were in someone else's name and from a different state"??? When I went back to pick up the plates they insisted that we had not paid for the title and registration (yes, we did or they wouldn't have sent the plates) and I had to write another check for appx $120 before they would give me the plates. A few weeks later my mother received a check in the mail for the same amount as a "refund of over payment of title/licensing fees. Shortly after that, she was sent a notice of a $31 late fee for not titling the car within the allotted time? Are you kidding me??????? read more

I began shopping for vehicles via a company website, and located a vehicle I was interested in at this dealership. Upon contacting the dealership I was told that a sales person would call me back in 30 minutes three different times (each time no call back ever occurred and I had to contact them), when I finally did get someone to answer my questions I was encouraged to visit the dealership. Which I did, taking the vehicle out for a test drive I discovered that the features listed online where not what was actually in the vehicle! When I turned the car around and went back to the lot, the salesman offered me a different vehicle with the features I "liked" from online, it was older had a similar price and had been in an accident (something I discovered by reviewing the Carfax report). After taking the test drive we returned to the lot and I was told, it is the end of our business day we can continue this on Monday (I had begun the process with phone calls at about 10 am that morning). I did a little research and discovered other vehicles with comparable features for a lower price and no accident on their record, so Monday I made a lower offer at about 10:30 am and did not receive a response until nearly 9:00 pm that night. They were willing to accept no more than $800 less for a car that had been in an accident and was priced the same as similar models with no issues. Nearly a week later I was contacted by a different Internet Sales Manager (not the Jay mentioned in these reviews, not sure who he is) and informed him of my issues. He had the used car manager call me back, who began with a very disrespectful tone and started out the conversation with an out right lie! He stated he, had spoken to me over the phone about the second vehicle I had driven, before I had even been to the lot (this is not the case I didn't even know about the second damaged vehicle until I rejected the one I had called/researched about). Then he proceeded to give me a story about human error to cover up the false listing of the features online. He continued to "say" he was trying to help, but offered no solutions and argued with me about pricing and features, never owning that this was clearly a CLASSIC "bait and switch" attempt to get a damaged vehicle off their lot! This dealership (at least on the used vehicle side) was friendly until I made it clear that I was an informed consumer, with cash to purchase the vehicle and was not going to play around with over paying. Then the service went more and more sour until it became outright harassing and disrespectful. WARNING: If you are an internet savvy consumer, who is looking to make a deal on a vehicle and are relying on honesty and integrity of the internet listing and a non-hostile negotiating environment....this is not the place to purchase. BEWARE. read more

Do not use this dealership. Have been calling them regarding a $4000.00 repair on my ford Explorer and no one has bother to call me back. I get the run around and was told that someone is working on it. If I purchase a car from a dealership, I expect someone to call me regarding my concerns. read more

I needed to return my leased car. I was having no luck with the dealer less than a mile from my home so I called Heiser. They truly went above and beyond. My leased car came with Summer only tires from the factory and thus needed to be returned with those tires. You can't drive on those tires below 45 degrees without risk of damaging the tires or losing control of the car. Bob spoke to the service department and despite being booked on the day I wanted to do the return, said they would fit me in to swap out the winter tires. I got there on the day of the lease return and as soon as I opened the door the service writer (who's name I have sadly forgotten) said, "Are you the lease return?" I said yes I am. He said Bob had filled him in on all the details and would get the work order setup. And to my surprise they did it at no charge. The lease return went smooth and fast. I'll definitely be returning to them for service on my other vehicle and to purchase my next new vehicle. Everyone I worked with definitely understands what good customer service means. read more

I found a vehicle on their Internet site that I was interested in buying. Price was listed as $22,500. I called and spoke with Barbara. She confirmed the price but wouldn't negotiate the price any further on the phone. She told me they were having a big sales event at the Washington County Fair grounds and prices were "great" and they had a $3200 minimum trade in deal at the event so I should drive up and see the vehicle. That deal ($22,500 less a $3200 trade in) was acceptable to me. I told her I was coming and she knew that I live in Illinois and it is over 100 miles for me to drive there. I went to my bank and got a cashier's check for $19,300 and drove there with intent to purchase the car. When I arrived I inspected and drove the vehicle and told the salesman at the event, Pat, that I would take it, only to find that the "Car Wars Sale" event price on the car was $27,999 less the $3200 trade in. I am quite unhappy that they knowingly allowed me to drive a 250 mile round trip and waste several hours of my time with full knowledge that the "sale" price would be increased by $5500. This type of unethical business practice is why consumers have such a loathing of used car salespersons. I am not upset that I didn't get the car as another will certainly become available elsewhere, but I am quite annoyed of having my time stolen by these people. Do yourself a favor and go somewhere else. Too bad I can't leave a ZERO stars "award" for this business. read more