Salem Ford

Falsifying Documentation - Dishonest - Lacks Integrity - Unresponsive I took ownership of a 2024 vehicle that, unbeknownst to me, had two damaged tires - a massive safety concern - especially considering this group knew I’d be driving this vehicle 85 miles home. The safety of myself and my family is the upmost importance. Ford Gold Certified vehicles must go through a 172-point check that includes a thorough tire inspection. Upon talking to SM Brandon, who needed to confer with GM Armando, a man that never returned or accepted a single phone call I made to him directly, he stated that his technicians completed the 172-point inspection therefore the damage had to occur after it left their possession. In a follow up phone call, I brought to Brandon’s attention that THEIR online pictures, provided by Salem Ford/Key Auto Group, when zoomed in on the front tire, showed the gash in the tire sidewall. Evidence that it did not happen in my possession but present while in theirs at least 2 weeks previously. I also pointed out the picture of the low tire pressure warning light - which I was told prior to purchasing that this rear tire had been “fixed”. This tire has smaller chunks missing from the sidewall as well but absolutely no indication of a tire plug. Brandon continued to state that he has to believe the service department inspection (but not the photo evidence on their own website). I even called the service department to verify the service performed on this vehicle, there was no indication of “fixing” a tire. Did they merely add air temporarily and call it a “fix”? Is their motto to sell before the consumer notices what’s wrong so they can save a few bucks? I had both the tires inspected and they were beyond repair. Integrity and pride in workmanship, not at Salem Ford. Website states 3-day exchange and that was not upheld. So, I was lied to by sales that something was “fixed” (verbal communication), that there were no “blemishes or damage” (via text), that they had a 3-day exchange policy (published on website) and that the tire damage did not exist (photo evidence it did, published on their website). I would not trust a single member of this group. If they thoroughly and honestly inspected these tires, inspection would have failed. So, did they inspect them and purposely not report the damage, or did they not inspect them at all? Either way, that’s falsifying Ford Gold Certification documentation and my assumption would be that it comes from the top management. I gave up after approx. 15 calls to Armando, I wanted to see what the golden number would be before he accepted a phone call but I’ve realized that it would never happen. Afterall, two 21-inch tires are expensive to replace – I know, I’m left with the bill. This vehicle also had a damaged backup camera which had to be repaired under warranty. Upon looking back at the sales pictures, it was evident by the blurry pictures that Salem Ford knew of several issues with this vehicle and did not repair them prior to a sale. The detailing of this vehicle was almost non-existent. They took it through a carwash at best. The door trims, lift gate, trailer hitch, wheels, etc. all caked with mid-west dirt. There are other items with this vehicle that I am unhappy with but safety alone should keep everyone away from this dealership.

High prices and wouldn't move on pricing. Multiple sales people contacting me making the process more confusing! Ordered new vehicle elsewhere at 4% below invoice!

I’ve now bought two cars at Salem Ford. They are a class act. Both times the salesperson was top notch, most recently Mike “Salty” Saltman. The GM Armando Rodrigues was especially kind as well. I knew him as a youth playing baseball and basketball with my boys. What a fine and accomplished person he has become Will do business here forever

I was looking online for several weeks looking for a new F150 when I came across the one with everything I wanted. I decided to go buy on a Sunday around 3pm. i walked in and met Mike " Salty" Saltman. I can't say enough about how relaxing and pleasant the environment and the experience was. Mike was great, very knowledgeable. Stayed past closing to make sure I had all the information I needed. I picked my new truck up two days later. The finance experience was excellent and fast also. It was my first visit to Salem Ford, and it won't be my last. Thanks Mike!

I bought a 2024 Mustang GT premium drove it for about a month XM radio would not connect now. They have had it for over a month. Have the car completely torn apart are waiting for an engineer to tell them how to put it together this is a summertime vehicle only, I am beside myself. Don’t even know what to say. The service manager has kept me up to date, but that doesn’t help me, anyway talk to Ford corporate about a buyback and that’s another whole can of worms. Unbelievable then I tried to swap it out for another one. They said they would do a trade and take a $60,000 car and give me 40,000 very sketchy people haven’t heard from anyone high up, no apologies. Stay away.

I purchased my third car from this dealership in May of 2022. It was a used SVU. I didn't want a SVU, I wanted a Sedan but Ford in their infinite wisdom stopped selling them. The new car's were 40K, too pricy and not worth the price. My 2018 Ford ECO Sport had 69,000 on it. I thought it was pretty good. We asked if there were any other ones and he said no. Found out two days later there was a 2021 model for 5K more but they didn't give us a choice. So I came to the conclusion after the past two years they purposedly sold us a lemon. My Turbo blew out on the highway, they fixed and and driving home my car overheated because their service technician didn't properly put on a clamp to the radiator. Was going 65mph in the middle lane when a light came on "Engine Overheated" Car went into lower power mode, no accelerator. I barely got over to the breakdown lane. Next my Heat went. The price to replace my heater core was insane. I drove around through the winter with no heat because I couldn't afford to get it fixed. I had been emailing the service manager and explained I couldn't afford it and he graciously gave me an employee discount and a loaner. They had my car for seven weeks as after the replaced my heater core was replaced the heat was intermittent. They replaced just about everything. Heating and Cooling. When I picked it up I found my windshield to be broken when I was driving away. I went back and was apologized by the service advisor but then then Rude and Ignorant assistant service manager got in my face and said the technician told Gerry it was broken when it came in. Yet seven weeks and I wasn't informed? It was not broken prior even my windshield guy said the break was caused on the inside of the windshield. Cost me over $500 to replace. I left multiple voicemails and sent multiple emails with ZERO communication back. A couple months after this my heat stopped working and I had enough of this dealer and incompetent service technicians. Ray and Shontel the service advisors are the only good thing about this dealership. They didn't respond to my Email regarding the new issues. I brought my car to Auto Fair Ford and they diagnosed my car had a blown engine. It was not covered under warranty and it was going to cost me $6700 which I didn't have. In speaking with my service advisor Bill I mentioned about the Turbo being replaced and the heating and Cooling system. I gave him all the work orders and he spoke with Ford and they determined the engine failure was do to the work done at Salem Ford. So in the end I have a brand new engine and Turbo. Also, another radiator since they screwed that install up also. My recommendation is stay far aware from this Dealership.

The process started good when I reached out to the internet manager (Ashely). The communication went well and the price was worked out before I got there. After I arrived to purchase the vehicle I met Marquis to finish the purchase. I had to resend my paperwork to him because it apparently didn't get forwarded for the internet manager to the salesman. Next, we waited and hour and a half to go to the finance office only to find out that the paperwork was wrong. We told the salesman that we wanted to put it in the name of our trust, but that message never made it to the finance man. We had to wait longer for the paperwork to be fixed. A few days later the truck arrived, but I was told they had ordered the wrong tonneau cover. This was not a big deal because I could just come back in and get it installed. The next day, they surprised me when I went to pick up the truck and the cover had come in! They installed it and I was thrilled. However, I got home to find that it was installed wrong. A 1/2 inch gap was left between the cover and the tailgate! Water was flowing in and I could not use the bed. I then decide to reach out to the General Manager Brandon and he set me up with an appointment to get it fixed. I had to contact the dealership multiple times because no one confirmed my appointment. After service fixed the cover, no one checked to see if I was happy or had any other issues. Also, they delivered the truck to me with dirty areas on the tailgate and small areas of yellow spray foam on the bedlinen that they said they couldn't remove. Overall, the main problems were communication, presentation, and follow through. Many emails went unanswered. I ended up talking with 3 different people with varied results. I also don't think they would normally sell a truck with the bed of the truck looking worse than the outside. Finally, I felt that nobody bothered to check up and make sure everything was good to go. It felt like it was up to me to get everything fixed and hurry and go. I was impressed with Key Auto Group's reviews, but I feel a little let down.

I was very pleased from the moment I walked in the door. Charlie and Lauren were polite, honest and helpful. The price was very fair, with no hassles or pressure. I will always say only the nicest things about my buying experience.

Great experience. High praise for Lauren, who made the transaction as comfortable and cheerful as possible; personable, efficient, and not overzealous (also, not disappearing for 30 minutes at a time, which has been the annoying experience with other dealers).

Dependable service a price that is nice a price I can afford a price that does not go up friendly personell