Am I Being Taken For a Ride by a Shady Dealership?

[Ranger Rick]

Yes, all dealerships are arguably shady, but this is not a trick question.

Here's the situation:

I had a really, truly horrible experience with my go to Ford dealership. To add insult to injury, the dealer also wanted to use the pandemic as an excuse for some profiteering, asking for an unconscionable $15,000 ADM on the 2022 Premium Trim. This ADM was pretty darn stupid considering I have 2 other dealerships within 20-30 minutes of me that at least did not list an ADM online and stated they do not and will not ambush their customers with an ADM upon delivery (I have this in writing and voicemail if they renege).

I was so frustrated by the issue that I wrote FoMoCo, the dealership, and several local news station consumer advocacy groups. I also posted highly critical reviews on 9 websites, including Google Maps and Yelp. Afterwards, I also placed my order online on 12/24/21 and listed the competing dealership as the delivery destination. The competing dealer called within 3 minutes to confirm my order.

Meanwhile, apparently my letters and reviews got some attention and the general manager and fleet managers made an appointment with me to discuss my experience. Offers were made to remedy some of the issues that I brought up and they even offered to waive their ADM. I told them it was too late and that their competitor now has my business and my order was placed 3-4 weeks ago.

The fleet manager offered me something intriguing to get my business back. He offered to use one of their dealer allocations to get my order bumped up in priority, hopefully getting my car a little early (and always very careful not to define how early is early). This was an offer too good to pass up on, so I gave them a copy of my ID and signed a no-strings and no new deposit required order.

Since then I have received a few emails. One email very similar to the one I received when I placed an online order on 12/24/21, but this one containing language about an order being placed on my behalf. Another email containing a dealership Order Summary with a priority code of 15 (I read elsewhere that this is a dealer allocation priority code that puts me in the middle of the pack). Yet another email about "Customer Order Verification Program" (COVP) confirming that some claim was "approved."

The fleet manager then reached out to me to ask if I had canceled my order with the other dealer. I told him I had not because there was no promise their process would be any faster and I'd be willing to have my $500 tied up for a little longer until I see which order winds up being scheduled for production first. He seemed put off by this, but I explained that my order predates theirs by a almost a month and I didn't want to give up the time I've put into waiting thus far. His response was that he still needs to reach out to his regional rep to get the order prioritized... which they claimed was already done at the beginning of this call.

Of course, I walked away from the conversation extremely suspicious that I am being taken for a ride and that their process isn't going to be any faster. This suspicion is bolstered by the fact that the COVP seems to be a replacement to the traditional dealer allocation process and seems to represent a regular pool of orders taken directly by the dealership on the customers behalf.

So what do you guys think? Is the dealer taking me for a ride? Do dealers have the ability to prioritize an order to whatever extent they can control such things?

I never would've contemplated skipping people in line, but it is concession that I will accept given just how badly they screwed the pooch. Now that the offer is out there though, I really want to know if it is a real offer. or if I should set my expectations quite low.

Thanks for the responses and insights.

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[snowy_91]

Priority code 15 means they didn't even give you top priority at the there dealership... keep both orders but I would hold my breath on that second order.

 

[Mach1E]

Yes, all dealerships are arguably shady, but this is not a trick question.

Here's the situation:

I had a really, truly horrible experience with my go to Ford dealership. To add insult to injury, the dealer also wanted to use the pandemic as an excuse for some profiteering, asking for an unconscionable $15,000 ADM on the 2022 Premium Trim. This ADM was pretty darn stupid considering I have 2 other dealerships within 20-30 minutes of me that at least did not list an ADM online and stated they do not and will not ambush their customers with an ADM upon delivery (I have this in writing and voicemail if they renege).

I was so frustrated by the issue that I wrote FoMoCo, the dealership, and several local news station consumer advocacy groups. I also posted highly critical reviews on 9 websites, including Google Maps and Yelp. Afterwards, I also placed my order online on 12/24/21 and listed the competing dealership as the delivery destination. The competing dealer called within 3 minutes to confirm my order.

Meanwhile, apparently my letters and reviews got some attention and the general manager and fleet managers made an appointment with me to discuss my experience. Offers were made to remedy some of the issues that I brought up and they even offered to waive their ADM. I told them it was too late and that their competitor now has my business and my order was placed 3-4 weeks ago.

The fleet manager offered me something intriguing to get my business back. He offered to use one of their dealer allocations to get my order bumped up in priority, hopefully getting my car a little early (and always very careful not to define how early is early). This was an offer too good to pass up on, so I gave them a copy of my ID and signed a no-strings and no new deposit required order.

Since then I have received a few emails. One email very similar to the one I received when I placed an online order on 12/24/21, but this one containing language about an order being placed on my behalf. Another email containing a dealership Order Summary with a priority code of 15 (I read elsewhere that this is a dealer allocation priority code that puts me in the middle of the pack). Yet another email about "Customer Order Verification Program" (COVP) confirming that some claim was "approved."

The fleet manager then reached out to me to ask if I had canceled my order with the other dealer. I told him I had not because there was no promise their process would be any faster and I'd be willing to have my $500 tied up for a little longer until I see which order winds up being scheduled for production first. He seemed put off by this, but I explained that my order predates theirs by a almost a month and I didn't want to give up the time I've put into waiting thus far. His response was that he still needs to reach out to his regional rep to get the order prioritized... which they claimed was already done at the beginning of this call.

Of course, I walked away from the conversation extremely suspicious that I am being taken for a ride and that their process isn't going to be any faster. This suspicion is bolstered by the fact that the COVP seems to be a replacement to the traditional dealer allocation process and seems to represent a regular pool of orders taken directly by the dealership on the customers behalf.

So what do you guys think? Is the dealer taking me for a ride? Do dealers have the ability to prioritize an order to whatever extent they can control such things?

I never would've contemplated skipping people in line, but it is concession that I will accept given just how badly they screwed the pooch. Now that the offer is out there though, I really want to know if it is a real offer. or if I should set my expectations quite low.

Thanks for the responses and insights.

At this point does it matter? You have two on order and you’ll buy the first one that gets here.

And to the dealer that gets the cancelled order? They get to try for an ADM or can sell it in a day at MSRP.

No one is losing out in this situation.

 

[Ranger Rick]

At this point does it matter? You have two on order and you’ll buy the first one that gets here.

And to the dealer that gets the cancelled order? They get to try for an ADM or can sell it in a day at MSRP.

No one is losing out in this situation.

What does it matter? Let's dissect that.

You are quite correct that I benefit having two potentially competing orders. I'd rather not waste a spot in line for someone else who now has to wait for what they want, but I can make peace with that.

The bigger issue for me though is trust. The dealer allocation process and this COVP stuff is a bit of a mystery to me, so I am appealing to the collective wisdom of the crowd and asking for what you know. If anyone has something of relevance to add on that subject, I'd be grateful.

I want to know if what these guys are saying is true. I currently don't trust them and I am very interested in verifying if they are being on the up and up. I don't like not knowing something and the other guy having an advantage on me. I'd like to arm myself with knowledge and turn the tables on them if I am being fed a line of bull.

Why does it matter? Aside from the obvious fact that no one likes feeling like they are being taken for a ride?

Simple answer, I won't do business with them in the future. If I get the car faster from them, great. I win. After that, I'll avoid them like the plague and they won't be getting positive referrals from my big mouth. However, they are number one in volume in my region (sad but true) and I don't want the fact that they just might have more allocations coming their way, resulting in a faster delivery, to be construed as some great favor to me. Homey don't play that.

 

[Mach1E]

What does it matter? Let's dissect that.

You are quite correct that I benefit having two potentially competing orders. I'd rather not waste a spot in line for someone else who now has to wait for what they want, but I can make peace with that.

The bigger issue for me though is trust. The dealer allocation process and this COVP stuff is a bit of a mystery to me, so I am appealing to the collective wisdom of the crowd and asking for what you know. If anyone has something of relevance to add on that subject, I'd be grateful.

I want to know if what these guys are saying is true. I currently don't trust them and I am very interested in verifying if they are being on the up and up. I don't like not knowing something and the other guy having an advantage on me. I'd like to arm myself with knowledge and turn the tables on them if I am being fed a line of bull.

Why does it matter? Aside from the obvious fact that no one likes feeling like they are being taken for a ride?

Simple answer, I won't do business with them in the future. If I get the car faster from them, great. I win. After that, I'll avoid them like the plague and they won't be getting positive referrals from my big mouth. However, they are number one in volume in my region (sad but true) and I don't want the fact that they just might have more allocations coming their way, resulting in a faster delivery, to be construed as some great favor to me. Homey don't play that.

I am fortunate enough to have 8 Ford dealerships within 20 miles of my zip code, so it not like avoiding their service or parts department is going to be an inconvenience. I'll cut ties with them if they are full of it.

If you have 2 cars already ordered, the “damage is done” and you took an extra place in line.

More accurately, you’re standing in two lines and someone else will still benefit by getting your cancelled order.

In reality though, no one, not even the dealers, know which car will get delivered first.

My bet is the one that has a month head start. I doubt increasing the priority will catch up a full month.

In the end, if you will truly take delivery from whichever dealer gets it first, I’ll say again, “at this point, what does it matter?”

If you are willing to take delivery from the dealer you hate, it doesn’t matter.

And if you won’t take delivery from the dealer you hate, even if it gets there first, then it also doesn’t matter because your mind is made up.


Because you mentioned service, I will give this advice: buy from the dealer you plan on using for service. There ARE definite advantages to this. You will get better service and more help from Ford if something outside of normal warranty needs to be done.

 

[yngwenli]

What dealer is this? Folks in CA may want to know if their order is from the same place.

 

[generaltso]

I want to know if what these guys are saying is true. I currently don't trust them and I am very interested in verifying if they are being on the up and up. I don't like not knowing something and the other guy having an advantage on me. I'd like to arm myself with knowledge and turn the tables on them if I am being fed a line of bull.

I haven't seen any evidence that there's anything a dealer can do to make your car get built or delivered any quicker. So, in my opinion, the dealer is just telling you that to get you to cancel your other order and buy from them. Just let both orders ride and hope that the one from the less shady dealer comes in first.

 

[Motomax]

I agree that it doesn’t really matter. You’ve already seen how the dealer is, it’s not going to magically change if you buy the car from them. If anything it’ll get worse because they already got your money.
Stop looking at it like the dealer is trying making it up to you, they just want your money. Look at it like you’re using their games against them and might end up benefiting with an early car. Probably not though, the Fact that they want you to cancel makes that pretty obvious.

 

[Avelli]

The real question is why are you still dealing with them if they are asking for an ADM for a MachE order?

Kick them to the curb. And I got no issue with name-and-shame. $15000 ADM is disgusting and hurts the Ford brand.

 

[Ranger Rick]

What dealer is this? Folks in CA may want to know if their order is from the same place.

Future Ford in Roseville/Sacramento.

Worst experience from beginning to end.

1. Wife was treated like she was a little lady dipping her toes into a man's world. Due to our conflicting work/travel schedules and the fact she is going to drive the thing almost as often as I will, she had to do a separate test drive herself.

Note: She isn't typically sensitive to passive-aggressive misogynistic words and behavior. As a female executive, she gets a lot of the "good ol' boy" vibe and has grown an incredibly thick skin. So when she finds your words and behavior boorish and insulting that she winds up asking to work with another sales rep, you know you've done gone and screwed up. Apparently he thought he was a comedian.

2. I was test driving a few other vehicles and stopped by on a lark one afternoon just to see if I could compare colors in person. The sales rep I encountered was clueless. First telling me that you cannot order the Premium in California any longer and that I could order a Route-1 with the Bang & Olufsen sound system. When I challenged him on this point he said he'd check with his fleet manager and follow-up. No return call, even after I called him twice.

3. Pandemic profiteering via $10,000 ADM (my original post said $15,000 and I plead stupidity for the typo).

 

[Reign of Ravens]

You asked for insights on the process, so I have one possible one. It seems some dealerships are asking customers to show ID, and others are not. In my case, my dealership asked me to come in so they could photocopy my ID (for an order I placed, myself), but another local person was not asked to come in. It's possible it was due to policy changes from Ford over time (we placed our orders a few months apart), dealership not understanding requirements, or something else (some of my contact information is from out of state, where I believe the other person has fully local information).

Either way, it was written on this forum before that Ford was trying to prioritize and incentivize customer orders over dealership orders. Supposedly there were dealerships that were abusing this, making orders and claiming that there was a customer behind it when there really was not; the ID measure is theoretically a means to prove that there is a real customer waiting for the vehicle. If that's true, then theoretically Ford might be suspicious if there are two orders with your name on it - particularly if one is a dealership-placed order. That said, there are a few people who have made multiple orders (not sure about at the same time, though) and didn't have issues.

Either way, if you're not in a rush, let justice be done - give your business to the more honorable dealership.

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