Heritage Ford

The staff was outstanding. My salesman, David, knew my truck inside and out. He answered all of my questions thoroughly and timely. I made the trip from the seacoast of NH to get my new truck. It was worth the ride. The docs and truck were prepped and on time. The closing went very quickly and without any hassles or high pressure upsells that are common at other places. After we signed the papers, David walked me through the tech in my truck, set up my phone, and I was on my way. A wonderful experience all around. Super happy!

Came to this service center a half dozen times over the past two years. Bought winter tires online and was sent the wrong size. I did not unpack the tires and look, the slip said the right size. I dropped the truck off for the mount and got a call about the tires being the wrong size. I called the tire supply site and they realized the error and sent the new ones. Heritage however still charged me 45 dollars because their tech had taken the wheels off the truck before realizing the size error. The service rep said they had today the tech for the work he did but that he did me a favor by cutting the price in half. I’m 45 dollars lighter and I now know I’ll never go back to this dealership for service, or sales, or to lift a free cup of coffee from the sales lobby. Im not looking to get nickel and dimed by a service department. These idiots lost a return customer over 45 dollars. I also will not be going to this ford dealership to trade in this heap for the next heap.

First, I purchased my used truck a year ago from these guys. I was told the brakes were in good condition when I asked. I use a company truck, so with less than one years use my truck now needed all new front brakes. So the brakes they sold me were about to be complete garbage within a year yet they told me they were in good condition… yeah right. Furthermore they had my truck in the shop for over a week to fix some sensors. I show up at 3:30 one week later and I had to wait for them to get it in the shop to fix the sensors. They acted like they did me a favor by «pushing it along» to get it done. Have to tell them about the extended warranty or they will try to bill you for faulty switches and sensors. Too much money, too much time, and too little care.

Great car, horrible late negotiation and after sale service. After everyone agreeing on $ 10,880 for my trade I was called two weeks later (by a person I had not dealt with yet) and was told they finally found my perfect car. He insisted we’d all agreed on $ 10,000 for my trade. On that first call I made him aware it was the $ 10,880. He said that’s not what he had listed in the notes and he’d have to look into it. On the second call he explained that he had no record of that and we’d need to be at $ 10k. I explained that based on principle alone I would not accept below the $ 10,880 I was promised. At one point he said «Listen, at that amount we’re losing over $ 2k on this deal!». Which is insulting, because companies don’t chase you in order to lose $ 2k. But then he said «I can’t believe you’re willing to lose out on this car because you want an «extra» $ 880 for your trade. I let him know if he tried guilting me like that one more time he’d lose me as a customer. On the third call he agreed on the pre-​discussed price of $ 10,880.
My new car was delivered with scratches and scuffs in the interior on June 8^th. At the time I thought «Oh, that’ll probably be fine, I’ll just ignore it.» And the car is really great (a 2015 Fiesta ST), I love it. But it irritated me that my brand new car already had issues. On June 9^th I contacted the salesman Andrew Melvin to let him know that there were some scratches and scuffs on the top of the steering column. He asked I stop by with it, which I did. He said he’d get back to me in a week with a solution. On June 28^th (after two weeks of silence) I emailed him asking for a status and he said it’d still be another week or so. After FOUR more weeks of silence I re-​emailed him asking for an update. He stated «We can try to get you the part at our cost but the expense will be on you. «I replied that it was insulting to be told I needed to pay to correct issues that came with the car. I said I needed it to get fixed ASAP or to tell me if they won’t. That was over a week ago. The only email I’ve received is a «Personal thanks» for buying the car that was clearly system generated — and ill timed. No customer should have to persistently followup with a person or company over and over after being ignored only to be told that they’ll have to pay to fix the issues that existed when the car was delivered.

Not sure why others had such poor service. We have had good results and fair treatment. When a part was not readily available and the dash was taken apart rather than put it back together without fixing the problem since is was related to airbag, they provided us with a rental vehicle for the duration. On another occaision when my spouse had to wait too long for a simple service they not only gave us a free oil change, but then sent us a $ 150 gift card.
Seems like they are making a sincere effort to provide improved service.
BTW we own three Ford vehicles and they are mich less expensive to maintain than the Volvos and Saabs we’ ve owned in the past.

My wife and I recently brought our Ford Focus to the Heritage Ford service center, and it was one of the most irritating situations I’ve ever been in. First it took them the greater part of 3 days to finally look at our car. In the meantime my wife had called to explain what the problem was, which she did very articulately and was basically told that she had no idea what she was talking about. I called back and explained what the problem was with the car and had no issues whatsoever, I also talked to the same person my wife had talked to and used the exact same explanation.
So finally we get a call, and we have two options as to what we would like to do. I told them I would need to talk to my wife first and we would call them back. So my wife got home from work and we discussed the options and made a decision. My wife then called them and told them our decision and gave them the okay to start the work. This was on a Thursday night.
I gave them a few days and then called them on Monday to see how the work was progressing, unfortunately no one answered my call and I left a message. I then called the day after and the day after that. Finally on Thursday I was able to get in touch with the guy we had originally talked to and I asked him how the work was going. He then said that they hadn’t started the work because they were waiting on us to give them the okay to start. At this point our car had been there for 10 days. I explained as calmly as I could that we had already given them the okay and that I had left several messages concerning our car. He then gave me a less than sincere apology and said they would start the work immediately. There was no compensation given for all the time that our car had been there and at the end of the day they didn’t even take responsibility for the error they had made. We finally got our car back on Wednsday the next week.
After a few days we started having similar issues with the car and had to return it. When I called to let them know I was greeted by a woman who was incredibly rude to me and told me that it would be a few days before they could look at the car. She offered no apology when I explained what had happened and insisted that I would have to wait a few days. We then got a call saying there was nothing wrong with the car.
I will never used their service ever again and will continue bringing our car to a local mechanic. I would also like to point out that there are three reviews of this company and the only one that was responded to was the positive review.
Please don’t make the same mistake we did, use a local mechanic.

Don’t make the same mistake I did. This place is terrible. Its the Wal Mart of car dealers. All they care about is selling cars any way they can.
Service is way overpriced and substandard. They took MONTHS to repair my vehicle, and it was still not right when I got it back. I ended up selling the vehicle for a major loss to another dealer because Heritage would not stand behind their work.
Learned my lesson the hard way. I now buy used and have it serviced at my reputable, friendly and local small repair shop.
If you must buy a vehicle from them, do yourself a favor and have it serviced elsewhere.

Every time I have gone to Heritage Ford to service my car I am shocked at how expensive it is, especially since the work has been getting shoddier and shoddier.
Most recent experience: I set up an appointment a week in advance to bring my car in right when they opened for my 105,000 mile scheduled maintenance. When I hadn’t heard from them at 3:30 I called and they hadn’t even looked at my car. They hadn’t given me any indication that there would be any need to keep it at any point and I needed it back that night. I asked what happened and they could offer no explanation except that they got busy. Logically, this made me ask why bother with an appointment then and they had no answer. I asked if they could at least do the oil and tire changeover and then had the audacity to charge me almost $ 90 for the work.
My car has been driving funny ever since that tire change and I assumed it’s because she’s old, but I just had fresh tires put on today at Vermont Tire and suddenly all the jangliness and looseness is gone. So they didn’t even do a very good job of changing my tires, it seems. Overpriced and poor work. I’ll never go back.