Malacandra
Well-Known Member
- Joined
- Sep 17, 2021
- Threads
- 9
- Messages
- 128
- Reaction score
- 190
- Location
- Sonoma County, CA
- Vehicles
- 2021 Mustang Mach-E Premium RWD ER, DMG
- Occupation
- Web Development Director
- Thread starter
- #1
People frequently post about bad dealership experiences - and rightfully so - but I had a really good dealership experience that I thought was worth sharing.
I had seen good Yelp reviews about Walnut Creek Ford in the East Bay, significantly better than for any of the Ford dealers closer to where I live, and since I regularly visit the East Bay I went there to take a test drive.
I dropped by on a Sunday without an appointment and they told me that there would be a Mach-E that would be available for testing in about an hour. No problem: I took a walk downtown and when I returned they handed me the fob and established that I knew enough about the features of the car to drive it for a bit. Of course, the car sold itself on that test drive: now I really, really wanted one.
Before I placed my order online with them in early October (for a Rapid Red Premium RWD ER with black interior), I got written confirmation by email from their Internet Sales Manager about my concerns: he confirmed that they accepted X-Plan pricing (Mustang Club of America member > 90 days), offered Ford Options financing (with that sweet $2500 incentive), and that I wouldn’t have any unpleasant surprises in the form of additional items tacked on to my car… like the notorious “locking lug nuts”, or “anti-theft etching”, “undercoat protection”, or the like. They said I’d be offered extended warrantee and maintenance plans, but that’s it: nothing where “That’s already been installed, so take it or leave it…”
Also: all the Mach-Es on their website are listed at MSRP. No ADM.
As the months dragged on and my order with them remained in “Scheduled for Production” limbo (it still doesn’t have a build date or VIN), I’d occasionally see a car show up on their website that looked similar enough to mine that I was tempted to call to see if the buyer fell through. I once called a different dealer who said that while they’d offer X-Plan pricing for an order I placed… they wouldn’t even offer MSRP for something on their lot.
When I saw a clone of the exact car I had ordered on the Walnut Creek Ford website, I rang them up and was told that it was a special order that was being claimed… but they’d give me a call if something similar became available.
I thought, “Yeah, that’ll never happen…” Like, really, they have a list of people who already placed orders from them, to see if any available cars are a match against what they ordered?
But then it happened. Twice.
The first time, about a week and a half after I had called them, they had a Rapid Red Premium AWD ER with a light grey interior, and I considered it seriously. But I had already decided that I didn’t have a need for AWD, and that my dogs and a lighter interior would be a bad fit. So I very, VERY regretfully declined.
Later that same day (while I was still second-guessing my decision) they called AGAIN: a Dark Matter Grey Premium RWD ER with black interior wasn’t being claimed by the person who ordered it. I liked the Rapid Red, but wasn’t married to it. Me: “X-Plan pricing?” Them: “Sure” Me: “I won’t be able to get down there for a couple of days… do you need a credit card to hold it for me?” Them: “No. If you can be here on Saturday, it’s yours, if you want it.”
And now it’s mine. Frankly, the Dark Matter Gray paint looks a whole lot better in person than it did online, and I’m really pleased with the whole package.
And, yes… they did offer me maintenance and extended warrantee coverage, but it wasn’t at all a hard sell. I’ve been through car purchases where they try to bully or intimidate you into buying whatever they’re selling. There was none of that adversarial process. Offers were made, and declined, and that was that. The lady was actually… nice. Everyone was. I dealt with three different sales people by email or over the phone and they were all helpful, friendly, and accommodating.
I’m sure I sound like a shill, but I assure you that I’m not: I have no association with this dealer apart from being a satisfied customer.
I had seen good Yelp reviews about Walnut Creek Ford in the East Bay, significantly better than for any of the Ford dealers closer to where I live, and since I regularly visit the East Bay I went there to take a test drive.
I dropped by on a Sunday without an appointment and they told me that there would be a Mach-E that would be available for testing in about an hour. No problem: I took a walk downtown and when I returned they handed me the fob and established that I knew enough about the features of the car to drive it for a bit. Of course, the car sold itself on that test drive: now I really, really wanted one.
Before I placed my order online with them in early October (for a Rapid Red Premium RWD ER with black interior), I got written confirmation by email from their Internet Sales Manager about my concerns: he confirmed that they accepted X-Plan pricing (Mustang Club of America member > 90 days), offered Ford Options financing (with that sweet $2500 incentive), and that I wouldn’t have any unpleasant surprises in the form of additional items tacked on to my car… like the notorious “locking lug nuts”, or “anti-theft etching”, “undercoat protection”, or the like. They said I’d be offered extended warrantee and maintenance plans, but that’s it: nothing where “That’s already been installed, so take it or leave it…”
Also: all the Mach-Es on their website are listed at MSRP. No ADM.
As the months dragged on and my order with them remained in “Scheduled for Production” limbo (it still doesn’t have a build date or VIN), I’d occasionally see a car show up on their website that looked similar enough to mine that I was tempted to call to see if the buyer fell through. I once called a different dealer who said that while they’d offer X-Plan pricing for an order I placed… they wouldn’t even offer MSRP for something on their lot.
When I saw a clone of the exact car I had ordered on the Walnut Creek Ford website, I rang them up and was told that it was a special order that was being claimed… but they’d give me a call if something similar became available.
I thought, “Yeah, that’ll never happen…” Like, really, they have a list of people who already placed orders from them, to see if any available cars are a match against what they ordered?
But then it happened. Twice.
The first time, about a week and a half after I had called them, they had a Rapid Red Premium AWD ER with a light grey interior, and I considered it seriously. But I had already decided that I didn’t have a need for AWD, and that my dogs and a lighter interior would be a bad fit. So I very, VERY regretfully declined.
Later that same day (while I was still second-guessing my decision) they called AGAIN: a Dark Matter Grey Premium RWD ER with black interior wasn’t being claimed by the person who ordered it. I liked the Rapid Red, but wasn’t married to it. Me: “X-Plan pricing?” Them: “Sure” Me: “I won’t be able to get down there for a couple of days… do you need a credit card to hold it for me?” Them: “No. If you can be here on Saturday, it’s yours, if you want it.”
And now it’s mine. Frankly, the Dark Matter Gray paint looks a whole lot better in person than it did online, and I’m really pleased with the whole package.
And, yes… they did offer me maintenance and extended warrantee coverage, but it wasn’t at all a hard sell. I’ve been through car purchases where they try to bully or intimidate you into buying whatever they’re selling. There was none of that adversarial process. Offers were made, and declined, and that was that. The lady was actually… nice. Everyone was. I dealt with three different sales people by email or over the phone and they were all helpful, friendly, and accommodating.
I’m sure I sound like a shill, but I assure you that I’m not: I have no association with this dealer apart from being a satisfied customer.
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