I posted a review on 1/29/014 reference an experience at Upper Marlboro Ford, relative to a personal visit which I made to obtain service to a LIncoln Navigator. (And again, I am going to mention that the reason for posting on this site is that Upper Marlboro Ford does not have the option to write a review but it is apparent that these dealerships have some affiliation through ownership and management). Well, while I was writing the review, I was also calling to speak to executives as I understood that they needed to know what really happens in the delivery of the services they offer to the public in the communities in they operate. As one can tell, I was pretty incensed by the treatment meted out to me by a service advisor and his apparent immediate boss at Upper Marlboro Ford. I am still angry about the way they handled my visit. Mark Bortnich, I believe is the General Manager of this dealership. I sought him out the day when this event occurred but he was away from the dealership and did not return until the following Tuesday. I happen to know Messrs. Bortnick Senior and Junior as I have frequented their dealership for servicing and still drive a 2003 F150 which I purchased at their dealership. I knew that the dealership changed hands but was not sure what the arrangements were, until I was able to meet with Mark Bortnick and he explained to me how he now operates. I am sad to see a long standing family business go from Upper Marlboro but times have changed and Upper Marlboro is no longer a small town and it is now massively multi-ethnic. So the Bortnicks having sold their business have evolved with time and in preparation for what has come and still yet to come. Nevertheless, in regards to this incident, I was able to leave a message for Mr. Cellini in Waldorf who callled me back a few days later. By that time, I was able to receive a response from a young lady in Waldorf, Kaitlyn Campbell who was very apologetic for the folks in Upper Marlboro. She initiated a series of actions which triggered a phone call from Mark Bortnick in Upper Marlboro. From the get go, Mark Bortnick was his human self, a man without any put-ons or pretenses. He was profusely apologetic. I kind of felt bad for him but he felt that he neeed to apologise and this was quite in order. Mark Bortnick did not want to handle this matter on the telephone but actually wanted to see me. I could not readily go to his office but I agreed to visit the following day. I knew him from a while back and he was the usual most welcoming and easy going person that you can expect to meet in a car dealership. We engaged in good converation and he understood how I felt and could not apologise enough for the actions of his employees. This is what our employees do to us, don't they? Sometimes, I feel that they should repair the senseless damage that they do. I relented and accepted Mark Bortnick's repeated apologies, kind of felt sorry for him for the position in which his employees landed him. But that's that. Mark Bortnick agreed that I visited for a legitimate reason and received less than professional service. He offered to tow my Lincoln in to the dealership. I left the malfunctioning battery which I had brought in on January 23, 2014. He arranged for a tow truck to pick up my Lincoln last Saturday. The driver was at my house on time and was very courteous. Very nice gentleman. Mark Bortnick kept in touch with me by text messaging and phone calls, apprising me continously of what the status was with my vehicle. I have told him how appreciative I am . He informed me that the battery was replaced and I was called late Monday evening to go and pick up my Lincoln. I texted him and told him that I was picking up the vehicle and thanked him for his assistance and involvement. Over-all, Mark Bortnick accepted responsibility for his employees' behavior and I asked him not to fire them but I recommended that they both go through customer service training and learn how to handle difficult situations and people. I pointed out that Upper Marlboro, being in Southern Maryland is now a multi-ethnic town and as such businesses and their employees have to evolve with this fact. Upper Marlboro is no longer a horse and tobacco town in which there is traditionally one ethnicity. I told Mark Bortnick that times are tough and no one needs to hit the streets but they must be made knowledgeable of the consequences of their behavior. Mark Bortnick, once again demonstrated that he is an exemplary and model manager in the car sales industry and he demonstrated that he buck stops with him. I really respect this. He has maintained the "family" touch to what was once Ron Bortnick's Ford. This is precious. I thanked mark for his assistance and assured him that I remain his loyal customer in new car purchases as well as servicing the three (3) Ford family vehicles we own. Continued in another blog... read more

If you are like me and have had less than stellar experiences with car dealerships in the past, I want to share with you that superior and friendly customer service, and fair dealings are alive and well at Waldorf Ford, Waldorf, MD. Recently, we were having problems with our A/C on our 2012 Expedition and we took it Waldorf Ford for service. When we picked up the car the problem was still there and I knew we would have to take it back in to get fixed. I typically don't fill out surveys but this time I did. I was fair but did share my disappointment that they did not properly diagnosis the problem and charged me for service that was not necessary. Well, to my pleasant surprise, I got a phone call from Dawn, Waldorf Ford (WF) Customer Service, and she could not have been more helpful and would not settle until Waldorf Ford made it right. From the moment we returned to the shop, we were blown away by their commitment to customer satisfaction and our perception of car dealerships were shattered. Now, the rest of the story... I have been truck shopping for years and I stopped at WF to test drive a couple to see which one I wanted to buy. I am one those people who go to the lot after hours to check out the inventory and eventually I work out the deal on line to avoid all the hassles. From the moment we stepped on the lot and through our brief discussions with Huey (Sales) and Reginald (Business Manager) we were blown away! This new customer relationship model of no pressure and open and honest discussions is a winner and I was hooked. We started working out the sale but I got cold feet and decided to wait. Well, a couple of weeks later, I changed my mind and went back to WF and was ready to buy. Again, from the moment I stepped back in the dealership, the sales team, Mike Keyser, was genuine and supportive and went to work to win my business. I wanted a 2106 F150 but the color I wanted was not in inventory. Mike and the Business Managers, Reggie and Jim, went to work to find my Ruby Red F150 and the price was fair for both. I never thought I could afford a F150 but end of year inventory incentives and fair pricing made it possible. I cannot say it enough about WF's staff; Huey, Reggie, Dawn, Jim, Courtney and Rick (service) but they brought me back to WF and made the deal. I have had the truck for about a week and I absolutely love it!!! Kudos to the owner and general managers for recognizing customers have options and by taking steps to making the buying and service experiences professional and pleasant, which goes a long way to returned sales. Thanks again, Loyal Ford Owner, Brian read more

So I recently purchased my 4th vehicle from this establishment. as far as purchasing goes each time my experience has been a pretty good one, however my recent service experience leaves A LOT to be desired. I purchased a used 2012 F150 and within a few days started feeling a "bump" upon acceleration that did not feel normal and was quite annoying. I did some research before calling service and was able to diagnose what I thought to be the issue through some common occurrences of this that I found on some online forums and YouTube repair videos via credible sources. The supposed fix was to take off the single piece drive shaft and put grease inside the slip yolk......something that I could have done myself in about an hour, but being that it was under warranty, why would I? after bringing it in and having the car there for about a day and a half they tell me that there is nothing wrong with the car and the bump that I feel is normal. Bullshit. after making a bit of a stink and at my request they agreed to let me drive another comparable F150 to show me it was normal. The other vehicle did not have any thing close to what I was experiencing and after having to show the supposed head of service the video that I found of the online "easy fix" I still had to persuade him to do this repair and even then he said he had never had to do this fix before and had no Idea if it would work nor would he guarantee that it would. what do you know.......it worked......perfectly. no sign of the bump at all. How embarrassing it must be to have a customer with limited mechanical knowledge school the head of service on what should be a basic fix that according to him was not common (not according to the internet forums however). I am not one to troll and leave bullshit negative reviews but this experience was incredibly frustrating and inspired me to lose all faith in the competency of the service department at Waldorf Ford. If you are out of warranty I suggest you find yourself a competent independent mechanic that knows his ass from his elbow. read more

Had my daughter's vehicle towed to Waldorf Ford Service department to analyze why her 2012 Ford Focus would not start. Indication lights on the car's dashboard chimed normal but the vehicle would not start. Mr. David Bell, Assistant Service Manager at Waldorf Ford immediately contacted me upon checking my daughter's vehicle out. He knew exactly what the problem was and offered to have the vehicle repaired as soon as he received the part that was needed to resolve the issue. For those of you that are experiencing similar indications with your ford focuses, I/we learned that a transmission modular provides false readings to the car's computer system. Although the car is in park, a faulty transmission modulator makes the computer system sense that the car is in gear. David and his team immediately repaired my daughter s auto the moment the part arrived in his shop. GET THIS.. as a result of the part required being a recall item we didn't owe them but $20 bucks for something that escapes me. I was so excited that I didn't have a huge bill, the reason for the $20 dollars didn't register to me, I don't know, call it surprised, shock or pleasantly welcoming. I would take my vehicle back to Waldorf Ford service team should I need additional assistance and or maintenance for my cars. These guys are efficient, professional and very fast and seemingly they/ the technicians are not out to take you for your earned cash. Good no Great Job Mr. Bell!, and thank you for helping us out when we were almost in a pickle with the start of the new university school year. I would recommend your services to all of my friends and associates. read more

This dealership embodies everything wrong with the car-buying experience. Their pricing lacks transparency, and they rely on deceptive tactics rather than fair and honest business practices. The fine print in their advertisements states: "Price excludes tax, tags, and other governmental fees, customer-selected options, and a $799 processing charge. Price does not include additional options selected by the customer." Yet, despite this disclaimer, they attempt to charge for Destination & Delivery--fees that are already included in the MSRP. To make matters worse, they misleadingly factor in a $500 military rebate as if it applies to everyone, despite it being a conditional offer. Strangely, this is the only conditional offer they automatically include in their pricing, while six other conditional offers are not. The deception doesn't stop there. Coincidentally, the $500 military rebate happens to match the $500 Farm Bureau cash reward I qualified for. When I challenged the Destination & Delivery fee, they quickly backtracked: "Oh sure, we'll remove that charge--most customers don't want to pay for it." Yet, when I arrived at the dealership with my $2,500 PCO, their tune changed: "Oh, that's why we removed the Destination Charge." Not only are they trying to scam you, but they're also hoping you won't notice their fuzzy math. Save yourself the headache and take your business elsewhere. Dealerships that operate with such dishonesty don't deserve your time or money. read more

Ok let me tell you! I purchased a Fusion from upper Marlboro ford previously Ron Bortnick ford. I always took my car to them for service out of loyalty. So I took my car for brake service. I asked could my rotors be turned and for new pads to be put on and I even found a coupon on their website. I was told I needed new rotors and pads. So I had another coupon from their website for a discount on new pads. I was then told I couldn't use it because my parts were more than the coupon(isn't that the point of a coupon to get a discount?) anywho I was quoted a price of $600!!!! No way was I paying that much for a 2011 Ford Fusion. So I called Waldorf ford who gave me an estimate of $450. I was so angry because it made me feel like upper Marlboro ford didn't value me a customer and only wanted my money. I appreciate honest service and people. After taking my car to Waldorf Ford I was serviced by Dave Bell assistant service manager who gave me a run down on what I needed on my car including my brakes. They turned my brakes and gave me new pads like I wanted. And after everything was done my total was $690! I was so happy because if I would've taken it to upper Marlboro ford I probably would've paid 1000+. THANK YOU SO MUCH TO DAVE BELL AND THE SERVICE STAFF AT WALDORF FORD!!!! You guys are amazing! Needless to say you guys have my service and I'll be recommending you guys to anyone looking for an honest hard working service center! read more

I bought my new 2013 Ford Edge on September 14, 2012. It had some alignment issues with the right rear bumper and tailgate that were noticeable. I notified my salesman Mr. RAndy Young who inturn contacted one of the managers who turned out to be Mr. Floyd Alexander. He looked the vehicle over and agreed the right rear tailgate had issues. After a trip to the body shop the issue still existed. This is when the head manager Mr. Gregg Basicilo stepped in. He asked for one day to find out the problem and get it resolved. Needless to say, the alignment issues were fixed to my total satisfaction and I'm now enjoying my driving experience. I must note the entire staff at Waldorf Ford that I dealt with was all about customer service. I met several folks in the Customer Relations Office and all went above and beyond to ensure my experience was nothing less than outstanding. I must admit I was reluctant in believing my vehicle issues would be resolved, but I was soooo wrong. Not only did they fix all my concerns and issue but really went all out with their actions after the sale. My hat goes off to the Waldorf Ford dealership and all the fine staff there. I'm looking forward to enjoying my 2013 Ford Edge for years to come and come trade-in time I'll be looking to Waldorf Ford. read more

This was our second purchase at Waldorf Ford. We came back because they hands down had the best prices for the vehicles we wanted. We bought my husbands 2013 F-150 last year and had an amazing experience with Corey Wathen. We didn't feel like we were dealing with a car salesman. He was up front from the beginning. The hardest part about the whole deal was picking out the right color of truck we wanted. The second purchase was my 2014 Ford Focus this year. We emailed Corey again because we were so pleased the first time. When we got to the dealership he had the car ready to look at and we started the process. Since we already had picked a car off of their website we knew what we wanted. He gave us the full details and perks of the car. We brought in my 2012 Focus Hatchback as a trade in. I thought they were going to try and short change us for the trade in. To my surprise, they actually gave us a little more than I was even considering to trade it in for. We were thrilled. We added remote start and window tinting and had an appointment by the end of the week. We were signing the final papers within 35 min. Their service department did a phenomenal job on both and quickly too. We are constantly bragging about Waldorf Ford and will continue doing business with them in the future. read more

I purchased my new Ford F150 from Woldorf Ford and my experience was better than I could have imagined. I live 200 miles away from Waldorf and I became aware of them through their internet sales advertising. Once I contacted them, the price negotiation was simple since they publish their internet sales prices which are significantly better than the negotiated prices that I was able to obtain locally in Pennsylvania. Waldorf's price was actually $1000 better than any of the 4 other dealers that I contacted including COSTCO's auto buying program. Just as important as the above, Waldorf was able to give me a very good price on my trade in. Since I live 4 hours away, they priced my trade-in over the phone without even seeing it except for some pictures that I e-mailed to them. When my new truck came in, I drove to Woldorf for the first time and they completely honored the trade-in. I am 100% sure that any other dealer would have come up with reasons why the trade-in was worth less than what they quoted. Although it often seems like all businesses are only concerned about maximizing their income, I can honestly say that Woldorf puts the customer first. Without hesitation, my experience at Woldorf Ford was the the best car-buying experience that I have ever had. read more

This is the 3rd vehicle I have purchased from Waldorf Ford. Some confusion in that I got several emails saying the radio had been replaced when in fact it wasn't replaced at that time. Issue was resolved adequately. It took a week before I could take delivery of my new 2015 F-250 4x4 from the time I signed the financing paperwork and when I actually took delivery. That was pretty aggravating. I am generally happy with them but felt like I had to make all of the calls to keep on top of the status of my new vehicle this time and had to continually enumerate what all needed to be done (radio fixed/replaced, trailer brake controller add-on, bed spraying, cleaning and having a full tank of gas when I took delivery). They offered to let me take it home the night I signed the papers but then I would have had to bring it back to the dealership 3 times for different things they were scheduled to do to it. That would have definitely been a nightmare. Would I buy from Waldorf Ford again? Yes I would. I got a great deal on the truck by using TRUECar discount and $4750 in rebates. I was trading two vehicles for my new truck and that was where the severe negotiating happened. Final price was reasonable. read more

I've had the worst experience ever trying to get my truck repaired. No fault to the service people I would give them 6 stars if I could. But the problem with my truck that I inherited and the used car sales manger giving me the run around I believe his name was Jay Wedding he was the WORST person ever to deal with. Not only did they sale me a vehicle with no inspection paperwork to tell me what was inspected but he had the nerve to get an attitude with me because I requested it. SOMEONE put the break pads on wrong and I only had the vehicle for 8 months. The damage to the break parts were expensive. But nothing was my fault I thought I was getting a descent used vehicle. The only saving grace of this terrible 2 day mess was the service manager. He was a top of the line guy who I could talk to and reason with. If it wasn't for him I was going to get my attorney to take this case. So no I was not 100% happy at all. I co-sighted for my oldest daughter for a car from Waldorf Ford they treated her great. But after this incident I will never ever recommend Waldorf Ford used cars to anyone ever. So as far as the used car sales manger I give them a rating of -50 hell -100. read more

I recently had an unexpected situation with my 2024 F-150 that required service attention. While it was frustrating to deal with, it was not a reflection of the vehicle's performance, but rather an external issue that needed to be addressed. I absolutely love my F-150 -- it has been an amazing vehicle and I continue to be very happy with it. I went to Waldorf Ford and spoke with Kira in service, and she completely changed the experience for me. She listened carefully as I explained my history as a long-time Ford customer -- purchasing vehicles, warranties, and servicing exclusively through Ford dealerships. She was professional, empathetic, and proactive from start to finish. Kira took the time to thoroughly review everything and told me she would see what she could do. I never felt rushed or dismissed. I felt valued. By the time we were finished, she had worked hard on my behalf and delivered a resolution that restored my confidence and reminded me why I continue to choose this dealership. That level of customer service matters. It builds trust and loyalty. Thank you, Kira, for going above and beyond. Waldorf Ford is fortunate to have you. read more

I wanted to share my recent experience I had with Waldorf Ford. I had been looking for a car and, I had my heart set on another make other than Ford. I had looked around for a few weeks. This car shopping is crazy stressful but, after shopping Waldorf Ford, all that stress was gone. From start to finish the staff at Waldorf Ford was amazing and, not because they felt they had to but, because that is their nature! From Keith who sold me the car to Clarence in sales to Dawn and, Sarah in customer service, to the sales manger Kevin, all the way to financing with Courtney and Lexa. The entire staff went far beyond my expectations! I want to thank everyone for their professionalism and, all of their friendly service from start to finish with buying my car. I would highly recommend buying a car from the friendly family at Waldorf Ford, they make you feel like you are a part of their family, love those guys!!! My husband is looking for a used truck and, this place is the only place we will buy for new or used in the future! Thank you all!!!! I love my 2017 Ford Focus!!!!! read more

I purchased my 2015 Ford Escape from Roger Hill who patiently sat with me as I changed my mind a thousand times on options and searched until he found the car I wanted at another local dealer! He took care of me throughout the entire transaction and followed up afterwards. I really appreciate that. Everyone at the dealership was friendly and always asked if I needed assistance whenever I entered the store. In fact, everyone involved in my purchase went the extra mile to make sure I was happy, and I enjoyed the interaction. I was on the fence between buying another GM vehicle or a Ford. I decided to go with Ford after my first trip to return my deceased husband's F-150, back to Waldorf Ford. After learning the reason for my visit, Ric Jenkins, the sales manager, offered kinds words and made sure the transaction was handled promptly. That simple act of kindness is what made me decide right then and there to stick with Waldorf Ford to purchase my vehicle. Sometimes the smallest things are ultimately the most powerful. Keep up the good work! read more

I recently had my 1994 Mustang GT convertible serviced at Waldorf Ford and was extremely pleased with the entire process. I had several issues which needed to be addressed; the technicians were able to effectively diagnose and remedy those concerns in a timely manner and remain within both the time and cost estimates. In addition, they recommended an additional servicing which, while not on my list, will ultimately save a potentially costly future repair. All of this was not only verbally explained, but also provided to me in written format. What I am most pleased with is the fact that the technicians, in conjunction with the parts department, were able to locate the needed components required to complete the repairs, not always an easy task for a 22-year-old vehicle. Throughout, the service writer continually maintained communication with me, keeping me updated on the progress (or lack thereof) of my vehicle, and informing me, both verbally and by e-mail, when the work on my vehicle had been completed. read more

My son, husband and I had a truly stress free and actually "fun" experience at Waldorf Ford. Our sales rep (John Deare "JD") was exceptional, and so was your "hidden secret"...Charmaine Alli, Finance and Business Manager. So, professional and yet so very warm, patient, caring, helpful and knowledgeable. JD even came in on his off day to meet my son for a test drive of one of the vehicles. He guided him through the entire process from his first test drive to the late night purchase of his final choice, the 2014 Explorer. The sales manager was equally helpful and personable. The quality of service at Waldorf Ford should be "canned" and sold to other dealerships. It's what's missing in todays fast paced, seemingly uncaring, world of commerce. Hats off to you and your "dream team". Again, thanks for the stress free auto purchase...I never thought buying a vehicle could actually be fun and it was so late too (closing time). A first for me. read more

Purchased a 2016 Ford Focus ST. They worked with me from the beginning. Initially I was concerned because I was looking for a 2016 and they provided info for a 2015. Truthfully I had written them off after this. However after I expressed my lack of interest in a 2015 they came back less than a day later with an offer on the 2016. They beat my more local dealers by over 2k. I figured it was worth the risk for a drive and they honored the quoted price. Only annoying part was the typical unselling which I rushed them through. The lady selling the undercoating was unaware of the chemical they used for the undercoating which was a red flag for me on that. Naturally I passed. To their credit when I let them know I wasn't interested in something they let it go. They were polite and had the best price by thousands of dollars is the bottom line. They even took all the Waldorf Ford stickers off my car with no questions or pushback. read more

I have a 2016 Fusion Hybrid which I bought in July 2015 after my 2015 Toyota Avalon Hybrid was totaled. I call the car "My Little Mustang" because it has a bit of a growl when I drive it. I absolutely love the car! I was in recently for a routine oil change so I can't complain about the service which only took an hour from check in to the return of my keys. They also changed my wipers. Last winter, I drove over a pothole which bent the rim so I had to have it replaced. Ouch! $800 bucks plus installation! Other than my sticker shock, I was pleased with the service after they ordered the rim and installed it on my car. My only dismay is that they do not offer a complimentary car wash after servicing like I was used to receiving from Toyota and Nissan when I owned those vehicles. This is the first Ford that I've ever bought and so far I am happy with its performance. I've been the previous owner of 4 Nissans and 1 Toyota. read more

I've purchased my last three vehicles from Waldorf Ford and couldn't be happier with them. About 2 years ago I purchased from them a 2014 Ford Fiesta "S" 4-Door Sedan with 6-speed automatic transmission. I just purchased a 2016 Ford Fiesta "S" 4-Door Sedan with 6-speed automatic and am very, very pleased with the final purchase price and the vehicle itself. For its wheelbase there is a lot of interior room and trunk space. It's also a good handling little thing with very peppy performance. Gas mileage was my incentive to buy Fiestas and I actually get better gas mileage than their reported estimates. My all around average is 39+mpg and on the highway on an extended trip I'll get 41-42 mpg. My salesmen for both purchases was Bill Millman who I now consider almost "family". He's great to deal with and as always went out of his way to see that I was completely satisfied. I'll be recommending him whenever I can. read more