Imperial Ford

After a month of researching I knew exactly what I wanted down to the color, options and price. Less than 2 years prior I bought a car from another dealership and had been miserable with my choice. Dean worked with me and got me exactly what I wanted for the price I wanted with great financing! I will be buying my cars here going forward. I love my new Ford Escape and I also love that they didn’t try to sell me anything but what I wanted. You do not need to deal with any pressure, that is what makes us make bad decisions and then resentment to the dealership. I did not have any pressure at Imperial just a helpful staff from the sales to the management (who personally thanked me for my purchase).

I have only ever purchased one other car from a dealership in my life, so my feelings towards car dealerships was not unpleasant. (M first car buying experience was with the folks at Central Jeep in Norwood, they were fantastic) Fast forward to my visit to Imperial in Mendon recently, boy did that change things. Without getting into detail– the folks at Imperial practice terrible customer service skills. It is clear that they play «the game» and target the money in your pockets. I was ready to buy a car, but after my visit to this location, I am putting that on hold! They were horrible.
It is a miracle to me that they have so many five star ratings. The wealthy owner likely paid these folks to write these reviews. I will not ever purchase a vehicle from Imperial, nor will I recommend anyone to them.

After shopping many ford dealers for a specific Ford F-​150 Mike Demella was able to get the truck for us. This was our best experience shopping for a new vehicle period. Would recommend to any and would purchase again from them. THEY KEPT EVERY PROMISE THEY MADE

We purchased a Ford Explorer, 1 year old, from another dealership. We live about a mile and a half from Imperial and found out that they had sold it the first time around. We had a lot of trouble with the dealership where we purchased the Explorer when there was noise/​issues shortly after purchase, and we brought it to Imperial Ford. The service department was outstanding. I really wish I could remember the name of the guy I dealt with, but he waived all charges due to the other dealership’s negligent work. The gentleman I spoke with was so personable, and very helpful, and we will be long-​term customers as a result of the great treatment we received here!

Definitely buy your Ford car here. It’s worth drive. Our salesperson, Jonathan was very helpful and very courteous. They gave us a great deal on a Focus. This was my daughter’s first time buying a car and she was very happy with it. She got exact car she wanted.

I purchased a new Explorer from Brian Rishe last month. I found the Explorer on AutoTrader so I contacted Imperial Ford to ensure that the advertised price was the actual price. The advertised price was only reflecting one rebate (which I qualified for): $ 1,000 rebate if you trade-​in a car that they can sell on their lot (car must meet some very minimal standards). Important: When I went to the dealership the car was offered to me for the same price.
When I walked into the dealership (which is by far one of the nicest I’ve seen) I was greeted by a number of salesmen. I was then directed to Brian who I was already talking to prior to my arrival. Brian had the Explorer parked up front and wasted no time. He gave me the keys and we went to the car. Unlike other salesmen, Brian made sure I got to enjoy the car during the test drive. He had me drive on a number of roads, some bumpy and some smooth with higher speeds. He called his road test «The Explorer Challenge».
We returned back to the dealership and we negotiated a price for the vehicle I was trading in. This was done fairly quickly. I was satisfied with the price they offered me and with the advertised price for the Explorer, which was very competitively priced so there was no need for negotiating more (at least I didn’t want to waste my time for a couple hundred bucks).
My overall experience was outstanding. If you’re looking to head over to Imperial Ford I would ask for Brian. He really did go the extra mile. He gave me his cell phone number and stated that I could call him at any time if I had any questions. On my way back home with the new Explorer I realized that I forgot to peel off a parking sticker for work. I texted Brian and he responded immediately and stated that he will take it off the next day and keep it on his desk (which he did and I went to pick it up when I returned for my registration). Brian also followed up with a phone call and a text after I picked up my registration to ensure that I was satisfied with my purchase.
Lastly, I have to add that I did purchase the protective film for the Explorer that goes on the front end and I was told that I would have to return to the dealership to get it installed by a vendor they use. Brian made it so that the vendor was at the dealership on the same day I was picking up my registration so that I wouldn’t have to return a second time. I was really impressed by this! Plus he checked up on me and gave me constant updates as my car was having the film applied. Overall honest dealership. I will be retuning to service my vehicle here as long as the service department is similar to the sales.

I purchased a Lincoln MKS from these guys Sept 2012. My salesman was Dennis Leois. Dennis was extremely nice and professional, my problem was not with him, it was with how they deal with customers. We played the «pricing game», where the car was extremely overpriced and they would drop it a nickel and give me nothing on the trade. It took several weeks and the end of the month to finally get the price I wanted, which I said right up front. I walked in fully prepared with car pricing from NADA and Kelly Blue Book on my trade and their MKS that was in their lot for 3 months because it was overpriced. My advice, go in prepared of the pricing and/​or facts of the car you want.
They need help with the customer experience; fancy building means nothing without the «customer comes first» mentality.

We bought a car from Imperial in April 2012. The saleman were not high pressure and they really worked with us to get in the car we wanted. We did run into an issue with the warranty that I thought was no big deal. We purchased the Ford 100,000 mile warranty and was told it is «Roof to Road, except tires, oil changes and wipers.» I also asked that the warranty cover 100,000 miles, not up until 100,000 miles. We bought the car used (had 31,000 miles on it), so we agreed the warranty would cover until 131,000 miles.
I saw the error on the paperwork when I got home and called them. The person we dealt with was off and it took a couple of calls to get him on the phone. He said, «Customer experience is our goal. I’ll fix this for you.» Couple of weeks went by and nothing. I called again and got the same line. I called a month later and spoke to the manager. Same line. My wife went down there and was told it will be fixed and they dont know how this all happened. It’s been 14 months and the issue is still not resolved. And that warranty isnt «Roof to Road.» I specifically asked if brakes are covered and was told «yes», but they are not.
We recently went to Imperial to test drive an Explorer. They had one that was a good deal. The salesman ask if I was interested and my answer was, «It depends on how much I can get for my trade. My budget will depend on that.» He fired back, «Oh no. We arent even talking about that right now. Im not getting an appraiser out here unless I know you’re serious.» He said it in a way that would suggest we were a burden to him.
None the less, it was our mistake. I suggest you dont make the same. We bought our last car from Boch. Second car, from them. Great deal. You cant go wrong with them.