PEGUES-HURST AUTO CTR

Below you will read about how Pegues-Hurst Ford uses unethical business practices of showing one price on their website and not honoring it once you are in the store. Worse than the classic bait and switch, they allow you to believe you will receive that price until you have finished the paperwork but then will inform you they will not honor their own price. Even with cash down, they will refuse your business unless you are willing to pay them extra money. This is how it happened to me: On Monday I went to Pegues-Hurst Ford in Longview to purchase a Ford Explorer. I had been communicating with a Sales Consultant since Wednesday the week before and had the deal worked out. Nothing special, just what they had on their website including the specials Ford is currently running. I had discussed with the Sales Consultant when the best day to come in to purchase it would be and we settled on Monday. So, I called in the morning and let him know that I would be that way in an hour. It is about an hour drive to Longview from Tyler. I loaded up the wife and kids to take me over so I could drive the new car home. On arrival at Pegues-Hurst Ford the Sales Consultant I had been working with was busy with another customer so he gave me the keys to the Explorer and my wife took it for a test drive (it was supposed to be her new car.) She loved it and we agreed that was the one we wanted. At this point, I consulted with my Sales Consultant and he said he didn’t think there would be any issues so I sent my wife home with our 2 and 5 year old kids so they didn’t have to wait around for the paperwork process. Fast forward to an hour later, my family is home and the sales consultant was free to do the paperwork. Again, we had pretty much worked everything out on the phone so I figured it would be quick by car sales standards. Then the first issue comes up; the finance manager is backed up and I would not be able to sign the finance paperwork until the following day. We worked through it and Pegues-Hurst would send someone to me with the paperwork, but I would take the car home that night. Works for me. Second issue; the detail people had left for the day so if I wanted the car cleaned, I would have to bring it back. Again, frustrating but I could live with it. The Explorer had been sitting on the lot a while, so it was filthy on the outside and had noticeable signs of others test driving it on the inside. At this point I’m still ready to make the deal and drive the car home. The biggest issue came when we finished the agreement for purchase. I signed the paperwork to purchase the vehicle for $42,325 with $3000 in Ford incentives just like the website says. I planned to put $10,000 down and finance the rest through Ford. The Sales Consultant takes the paperwork over to the manager and they have a discussion. I figured something was up because it took a while. When the Sales Consultant returned, he informed me they could NOT sell me the car for the price listed on their website. The website, THEIR website, was wrong. He told me the website already had the incentives worked in even though it CLEARLY states the incentives are not worked in. The manager comes over and states the same thing. They give me a new sales agreement with the $3000 removed making the car a $45,325 vehicle. NO DEAL! After a whole day at the dealership, I had to call my wife to drive back from Tyler to Longview with our kids in tow to pick me up. The day was a waste. I have purchased many cars from different Ford dealerships. All my vehicles have been Fords or Mercurys. I have never seen such a case of BAIT & SWITCH. To not honor the prices on your OWN website is beyond UNETHICAL. It is downright criminal. As a loyal Ford customer, I am appalled that Ford allows any of their dealerships to operate in this fashion. All I can suggest is you spend your money elsewhere. Do not trust this dealership. They have no interest in gaining or retaining customers.

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Its a standard form and all Ford dealers have it. They do what I tell them to do. They do good work.

The work was done promptly and as agreed upon. My vehicle was protected from errant grease , dirt and other fluids while being serviced. My money spent was recorded to the ford care site as credits. I know that companies are cutting corners, but the services that still need to be done are the following: 1. Saturday service, 2. Ford credit card to pay for services and 3. Sending all work done the vehicle to the Ford company where it is tagged to the cars in "my garage". I have also been to other area dealerships that DO the aforementioned items of services. I will go back to this dealership,but will just have to be prepared for the bill. Also, I will mention the used car sales staff; the brothers are very helpful and I did not feel any high pressure while negotiating my recent car purchase.

Found the problem and fixed it quickly and cost effectively. Very pleased with their attitude and professionalism.