Performance Ford of East Hanover

Dealership is a scam. Strap in your seatbelts ladies and gentleman and hear this nightmare… On March 2nd I came in and spent almost $30k on a car. Things went fine till the second i got home from the dealership thats when the nightmare began. Despite the test drive and my sale rep matt upselling the car about the 2 sets of floor mats one being a weather tech set. ❗️There were no floor mats in the car at all❗️ on top of that when trying to change car settings a car code was needed and the key code was not in glove box as indicated. I called the dealership about the 2 issues and welll it took about 10 days to get the floor mats and here we are 18 days later and still no access to car code due to a 34 days from purchase to service date to get car plugged in to get factory code. The whole first 2 weeks and hours of calling the manager kevin and jay and my sales rep matt and the horrible service of no call backs. A front desk recepionist who would hang up the phone when she heard my voice ect.. 2 weeks into car ownership and i notice trunk water leak in heavy rain or car wash. Seems rear glass sealant is faulty. Again i spend a week calling and no resolve or call backs from sales team. Had to call service department for a whole day to get this scheduled. Again not till april 6th. OVER A MONTH Since car purchase. As a 3rd generation Ford owner. I am uphalled by the horrible customer service by this dealership especially the Sales Manager Kevin and Jay. Along with my sales rep Matt.. save yourself and use a differnt Ford dealer!!

Dealership is a scam. Strap in your seatbelts ladies and gentleman and hear this nightmare… On March 2nd I came in and spent almost $30k on a car. Things went fine till the second i got home from the dealership thats when the nightmare began. Despite the test drive and my sale rep matt upselling the car about the 2 sets of floor mats one being a weather tech set. ❗️There were no floor mats in the car at all❗️ on top of that when trying to change car settings a car code was needed and the key code was not in glove box as indicated. I called the dealership about the 2 issues and welll it took about 10 days to get the floor mats and here we are 18 days later and still no access to car code due to a 34 days from purchase to service date to get car plugged in to get factory code. The whole first 2 weeks and hours of calling the manager kevin and jay and my sales rep matt and the horrible service of no call backs. A front desk recepionist who would hang up the phone when she heard my voice ect.. 2 weeks into car ownership and i notice trunk water leak in heavy rain or car wash. Seems rear glass sealant is faulty. Again i spend a week calling and no resolve or call backs from sales team. Had to call service department for a whole day to get this scheduled. Again not till april 6th. OVER A MONTH Since car purchase. As a 3rd generation Ford owner. I am uphalled by the horrible customer service by this dealership especially the Sales Manager Kevin and Jay. Along with my sales rep Matt.. save yourself and use a differnt Ford dealer!!

I purchased a 2023 Mustang Mach-E from Performance Ford, and unfortunately, it ended up being a very frustrating car-buying experience. From the very beginning, communication was poor. When my wife visited the dealership to look at the car, the salesperson couldn’t answer even basic questions about the vehicle. When I went in for a test drive, I had the same experience—no clear answers, and I had to rely on the Carfax report to get information the dealership should have been able to provide. I was still interested in buying the car, but when I asked about a small discount due to a dent and some interior issues, the sales manager simply said the price was already competitive and refused to negotiate at all. I thanked them and left. I tried contacting the salesperson the next day to continue the conversation and received no response, forcing me to reach out to someone else at the dealership just to figure out who I should speak with. Eventually, we agreed on a price, and I was told someone would call me to take a deposit—yet again, there was no communication. I had to reach out myself to make sure the vehicle was actually being held. When I arrived to pick up the car, it was ready, but the problems continued. During the final paperwork, I was told that they never took my deposit, even though I had brought a check reflecting the remaining balance after that deposit. I then had to pay the deposit amount on the spot, which made no sense. During the paperwork process, I declined the extended warranty multiple times, but the finance employee simply would not accept my answer. It took repeating “no” at least 15 times—and finally telling her to stop—before she moved on. I was very close to walking away at that point. After everything was signed and finalized, the salesperson went to retrieve the second key—only then informing me that there *was no* second key. At no point prior to this had anyone mentioned that. The sales manager told me that most used cars don’t come with a spare key and that I could either buy one for over $300 or purchase their $1,100 warranty that included a spare key. Every used car I’ve ever bought from a dealership has come with two keys, so this felt misleading and extremely frustrating. Once outside, the salesperson did a great job explaining the car’s features and helping me set up the phone key. However, I immediately noticed the tire pressure light was on, and the Ford app showed that a critical recall had not been completed. When I asked about the recall, the salesperson had no information, and the service department couldn’t provide any answers either. He said he would follow up, but the app still shows the recall as incomplete. Now I have to bring the car back in for work that should have been done before the vehicle was sold. Overall, this was an incredibly frustrating and disappointing experience from start to finish. Update, was told to contact their sales manager to discuss, which I did. And they haven't even attempted to speak with me to resolve these issues

Extremely frustrating car buying experience with this dealership and their shady business practices. Would never buy a car from them again

Great Dealership to work with Bicky and Cindy were great and the sale went smoothly

Cindy and Andy was exceptional couldn’t have asked for a better experience Andy had the patience of a saint and could ask for more. Cindy was exceptional explaining everything about the car to me and it took me a while because of my age so she also had a lot of patience between the between the both of them couldn’t have asked for a better combo. This is definitely a place to go if you wanna buy a car.

Cindy and Angel were awesome. Thanks for the assistance with my vehicle purchase, recommending ya'll!

Thank you Cindy and bicky for being very helpful through the whole process. They made it very easy for me and got me on the road in a timely fashion. They did good business and I would work with them again in the future.

Horrible experience and terrible ambush by the sales manager and business manager. Do not go to this dealership. WARNING!! You make a deal with a young sales associate who does not have any say in the final deal you get. You are deceived into believing that you are getting the deal you were promised, the sales associate convinces you to make the switch in your insurance plan after making you wait for 4 hours in the dealership, and, with no heads up, you are being put in front of a business manager who completely changes the deal on you with no discounts, no rebates, the monthly payments went up by $200 for a car that you may not like or enjoy and ambushes you to buy extra packages that are very basic so the dealership can further squeezes you. On top of it, you can not review any document as the business manager has everything electronically in front of you on a screen mounted into the desk, putting pressure on you to sign. You ask hundred times "what am I signing??" You can not wait to get out of there because 1) you waited for 4 hours 2) you are tired of this scam and you just want to leave. Plus, the young sales associate already made you switch cars in your insurance plan. You need a ride to go home. You just take a bad deal and go home hoping you can reason with somebody after this scam. In addition, I traded in my car that still had two remaining payments. It was part of the deal that they were going to be responsible for the remaining payments. I confirmed with the young sales manager multiple times in writing. The business manager denied the payments after I left the dealership. As the result, I am taking Performance Ford of East Hanover Dealership to court. I called Ford company to complain about the dealership, they did not care. I called the CEO of the dealership, he did not return my phone calls. WARNING!! Do not get financing from Ford Credit as it charges $50 late fees, they target customers with lower credit scores so they can squeeze them even more with high interest rates, outrageous!! Overall, it is a total scam and never ever would buy any Ford car again. You want car buying experience to be a positive one, but with sleazy people like the ones at Performance Ford of East Hanover you unfortunately develop a certain disdain towards car dealerships and salesmen. SAD!!

Rylee, Justin ,Cindy and Nathalie were very accommodating in the process of our purchase. They made the buying process pleasurable as we were repeat customers from last year.