Dealer 2-Year Rating

Overall Rating

2 / 5
Customer Service
2  
Friendliness
2.3  
Overall Experience
1.9  
Price
2.4  
Quality of Work
1.8  
Service
1.7  

Dealer Reviews

Show:  

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price

poor service

By calcal on 2/13/2018 at 6:12 PM. Helped by the guy in service scheduling.

just received a recall notice for my 2016 explorer. the service is supposed to take 4-6 hours. no free loaner. can get the privilege of a $35 loaner or I can wait in their waiting area. I was told it was this dealerships policy. I will never buy or recommend them to anyone

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Truly Exceptional Service!!!

By csadventures on 2/3/2018 at 5:30 PM. Helped by Ted.

I was traveling on a cross country trip with my family on a weekend. We started having issues with our 2002 Ford Excursion. We were driving through the area and called into the dealership and talked to Ted. Although we had no appointment he said he’d fit us in. We stopped in the dealership and not only did they have a technician come and check out the vehicle and give me a recommendation on what I needed to have done, but they were happy to do it. They got me back on the road quickly within an hour, with some fresh transmission fluid and with a bill much lower than what we expected. It was a truly exceptional experience and a real team effort!

I would recommend this dealer.

Overall Rating

1.8  

1   Customer Service
1   Friendliness
1   Overall Experience
4   Price

Terrible

By FordF150 on 11/14/2017 at 7:19 PM. Helped by Ms. Sanders.

My first experience here was buying a 2011 Ford Focus in the summer of 2015. I was paying cash, but the salesmen repeatedly wanted me to consider financing. Doing my best to be patient, I listened to his nonsense far longer than I should have. At the time, I was trading a 2006 F150. He gave me an offer and I opted to sell it privately because I knew I could get double. Don't get me wrong, I understand they need to make a buck, but he kept telling me they wouldn't sell a truck that old on their lot. Funny thing is there was a truck two years older with a lot more miles sitting out the window. Finally, while I was waiting for the finance department to process my payment, I was getting frustrated as it was taking a long time. I walked back and found a group of employees playing dice as it is their "Friday Tradition" or so they told me. Fine, odd experience, but I got the car I wanted despite the standard sleezy used-car salesmen BS. Last week I called the service department to inquire about a remote start on my current F150. Since it is an after market, I understand it got a bit more complicated to ensure all the logistics. On Tuesday I was told I would be able to come in Friday. I called to confirm on Wednesday and the service department had no record of my appointment. I called the woman I spoke with on the phone (multiple times) and via email (she emailed back once so I know she got my message), but after Wednesday afternoon she no longer answered/returned my calls and emails. It blows my mind how they treat people there especially when I say, "Hey, I want this product and am willing to give you money." So sad because I will always drive Ford and they are 3 miles from me. If you can, avoid this place all together.

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Awful customer service!

By fordtruck on 10/9/2017 at 2:16 PM. Helped by couldn't get a phone call back....

My Husband has been going to New Brighton Ford for years to have service done on his truck. He has paid tens of thousands of $$ to them. They are so unprofessional, with little customer service! I ask him why do you go to them?? He brings in his truck, waits for a day for ANYONE to call him back. He calls them and they say the service department has LEFT for the day!! Next day, he calls, someone finally calls back. He waits again all day to hear anything. I finally am fed up and drive him over before they LEAVE for the day,,, on the way there he finally gets a call! He feels ripped off with their service. Last visit he went in when his thermostat needed to be replaced. They determined yes, it should be replaced and did so. On the drive home, under 2 miles, the truck was still overheating. He turned around and took it back. They then said he needed full engine replacement because he drove it when it was overheating???? I have never felt so used from a car dealer!!

I would not recommend this dealer.

Overall Rating

1.4  

1   Customer Service
3   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Quick Lane Service

By Nancy on 2/18/2017 at 5:52 PM. Helped by Idon't see any of the workers in the above list..

I stopped in to the Quick Lane to get an oil change and tire rotation shortly after they opened (7:10 a.m.). I didn't get out until 10:00. Second time I have had the worst experience ever at this dealership getting ongoing maintenance on the used Ford Escape I bought with them this past summer. Their service staff was the worst. All three technicians on staff that day could barely be bothered to do anything--taking about 1.50-2.00 hours on average to perform an oil change and tire rotation per vehicle. When I started watching in the shop window, I could see one of the technicians taking numerous calls on his cell phone, and one of them just disappeared for close to 30 minutes. All three dragged their feet like it was a huge imposition to be at their jobs today and one visible stomped around and complained about customers when she had to come in and pick up a new service ticket. If Ford is ever wondering why the service department at this location isn't making any money they should check out the quality, skill, attitude and work ethic of their staff, their terrible customer service orientation, and do more to staff it better. At the rate it was going, a team of three was only able to handle four cars getting oil changes and tire rotations in two hours time. If people in these jobs wonder why these types of services are being threatened to be taken over by robots, they shouldn't if they ever visit this service department.

I would not recommend this dealer.

Overall Rating

1.2  

1   Customer Service
1   Friendliness
1   Overall Experience
2   Price
1   Quality of Work

Terrible and unprofessional service.

By Richard Stout on 7/27/2016 at 3:19 AM. Helped by "Rich from Sales", Bruce Halverson.

Called the dealer to see if a vehicle was available. "Rich" from sales answered and confirmed that the car was there and available for a test drive so I scheduled an appt. with salesperson, Bruce Halverson. I got to the dealer 45 minutes later, where there was no attendant at the front desk and waited 15 minutes in the empty showroom before someone came out of an office somewhere and asked if I needed help. Then I waited 20 more minutes for Bruce to finish talking with someone before I was even acknowledged after my scheduled appt. time. Then I waited and watched for another 10 minutes while Bruce could not locate the keys of the car I had checked on the availability for only 45 minutes before I got there. Eventually he approached me after asking two other people about the keys and said that he could not find them so the vehicle must have sold. This was ridiculous as I had checked on availability less than an hour earlier and there were obviously no sales in progress in the building. After voicing my concern, Bruce shrugged and told me "these things happen" and proceeded to suggest a different vehicle that was nothing similar to the one I went there to look at in the first place. I will not be back. It is a good thing that Volkswagon of Brookdale is right up the road because they had a similar car to what I was looking for and much better customer service.

I would not recommend this dealer.

Overall Rating

4.8  

5   Customer Service
5   Friendliness
5   Overall Experience
4   Price

Great Buying Experience!

By IDriveFords on 7/4/2016 at 10:55 PM. Helped by Rich Schmitt.

Purchased our second Ford this year. This time from New Brighton Ford. We couldn't be happier Thank you to Rich Schmitt for making the buying experience a low pressure easy purchase! I would recommend New Brighton Ford hands down over the other Ford dealerships in town.

I would recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Terrible service all around, Warranty was a set-up.

By LisaC on 6/16/2016 at 8:13 PM. Helped by Byron, Steve, Mike, unknown others..

It has been one full week since the manager at the New Brighton Ford Quick Lanes, Mike, told me he “needed a day or so to get a clear picture of what had happened,” and said he’d get back to me. As he has made no attempt to contact me since, I feel it's only appropriate to start leaving reviews. On January 17, 2016, I was traveling on West bound 94 after dark and encountered a debris field of asphalt chunks that appeared to have fallen off a truck. A piece of asphalt took out my right front tire (the officer at the scene told me I was lucky, as the other cars who hit the field had all lost multiple tires). I had a full tires and rims warranty sold to me along with the car at New Brighton Ford, and at the first opportunity I took the car to the dealership (which is extremely inconvenient to my home). That first day, after explaining the incident, I had to fight to get the service desk to even find my warranty (eventually crossing the parking lot to the dealership where they found it instantly and gave me a printout to prove I had it), and then they told me, for the first of several times, that I should leave my car as “mounting and aligning” it would take a while. When I came back a few hours later, I was informed that they hadn’t done any work as they hadn’t been able to get my tires in, and that I should come back the next day. When I came back to collect my car after work that day, they again had done no work, as they had “then” discovered that the debris had punched a hole not just through the tire, but also through the rim, and they didn’t have a new rim in, so I’d have to return again. This dance continued, and finally, on the evening of the 27th, I stayed in the waiting room despite the “time to mount and align” the new tire, and finally received a new rim and refurbished (the only one they could get, according to the service desk) tire. At no point did anyone from the service center call me up to the desk or suggest additional service, until the end, when they simply gave me my keys. When I got home, I discovered that they had thrown the spare into my trunk on top of the now-folded-in-half carpet that covers its normal cubby, and instead of discarding the broken tire and rim, had thrown both in the trunk on top of that (as the last few months haven’t allowed for a drive out to the dump, I still have the busted tire in my family’s garage). I was annoyed, but got the spare back in its cubby and moved on. On Saturday, June 4th, after a long weekend of moving into a new apartment, I discovered that my car had developed a flat on the left side. My boyfriend drove me to work for the next few days, and on Wednesday, June 8th, I had the evening available and he followed me up to the dealership. Steve looked up my account with my cell phone number (instantly finding my warranty this time), and took my keys and said it would be about two hours. We ran errands, and on returning two hours later, discovered that again, no work had been done (I later discovered he had tried to call my work phone, claiming he had no other numbers, which was bizarre since he had used my cell phone number to look up my account). Steve told me that my alignment was off, and as such my warranty had been voided and I needed to replace multiple tires and pay quite a bit to have both front and back realigned. Since, to the best of my knowledge, they had “mounted and aligned” my tires after the incident in January (at that point just 4 months and 12 days earlier), I was shocked, and protested that I had just been in and they had handled that, and what did he mean I had “neglected” to get that serviced as they had been the ones doing the service? He then informed me that they absolutely had not, he could show me the files, installation of a tire did not include any alignment work and I hadn’t asked for that so it was my fault. I objected that those words had been used, and asked to speak to the person who had handled the incident, who I was then informed was named Byron and was no longer with the company. Steve then suggested I call the manager, Mike, the next day, gave me a card, and I left. I called Mike during my break at work the next morning, after talking to a mechanic friend that evening. In a very hostile call he initially repeated what Steve had said, and when I asserted that my friend was of the opinion that checking the alignment was part of the necessary steps in mounting a new tire, and even if it hadn’t been included for whatever reason in my warranty they should have been upselling me on doing it. He then changed the story, and said that “of course” they always check my alignment and that it must have been perfect or they would have fixed it (and the work would show up in the record). He then insisted that I must have “done something else” to the car subsequently, and when I insisted that wasn’t true said that even bumping a pothole I barely remembered could have done it. I continued to object, at which point he gave me the line about being in touch after he “talked to the techs” and “got a clearer picture,” and hung up. I understand that the suggestion that I might have done something subsequently was intended to put me in the position of proving a negative. However, the need for me to do that hinges on his first assertion: that, after a piece of asphalt punched a hole not only through the tire but also through the rim, my alignment was “perfect” when they allegedly checked it following that incident (even though, as he claims, barely bumping a pothole could have apparently thrown it off). Realistically, it is far more believable that, just like they neglected to look up my warranty, neglected to check the extent of the damage when I first brought the car in, neglected to dispose of the broken tire and neglected to put the spare back in its cubby, they also neglected to perform any checks at all and simply threw the new tire on my car. Furthermore, on Saturday, June 11th, in need of a functionally drivable car, I took my car in to a service center near my new apartment (the same chain as the center I had all my non-warranty maintenance done at near my family home, so I felt I could trust them to actually do the work they were saying they were doing). After a check, they discovered that my right front control arm had also been damaged in the incident (which had contributed to the alignment problems as well), and got everything replaced and fixed. I asked the tech if he could confirm whether the issues would have been present and should have been noticed in the course of changing a tire, and he was at first cautiously professional, and asked me again when the work had been done. When I said January 27th, he actually burst out laughing. He said that it was possible that, if they hadn’t really known what they were doing, they might have missed the small crack in the control arm, but that absolutely the alignment issue dated to at least that time, and there is no way they could have missed it if they had looked at the car at all. Having been convinced to buy a 5-year-warranty only to have the mandated service center neglect to do the basic checks of the car following a covered incident, I feel genuinely scammed out of the last 3 years of the warranty, and appalled at the shoddy customer service and technical service provided. While I had not had a positive experience with them, and certainly took my routine, non-warranty maintenance elsewhere, I trusted that the service center would, at the very least, perform adequate care for the parts under warranty. Obviously this was foolish on my part, and I feel others deserve to be warned.

I would not recommend this dealer.

Overall Rating

1.0  

1   Overall Experience

Quick change isn't quick

By Min001 on 6/4/2016 at 2:20 PM. Helped by Customer service.

I was the first in the shop when it opened on Saturday at 7am. I left after a simple oil change and inspection of a car with 14,000 miles on it at 8:45! If this is their idea of quick I advise the public to keep driving!

I would not recommend this dealer.

Overall Rating

1.8  

1   Customer Service
3   Friendliness
1   Overall Experience
3   Price
1   Quality of Work

Bad service

By disappointed customer on 10/21/2015 at 1:53 PM.

bought a Ford Focus from this dealer was not informed about defective transmission, brought it in to get it reprogrammed, was not successful, so they said they'd order a new part, after several attempts to contact the service department about the ordered part (2 mo) they had no request or order for the part so now I have to start over. Worst service department ever, they don't answer the phone, nor call back when messages are left. Would not buy a car from new Brighton ford again.

I would not recommend this dealer.

Overall Rating

1.5  

1   Customer Service
3   Friendliness
1   Overall Experience
1   Price

Their prices keep changing.

By Mike110 on 8/1/2015 at 6:16 PM.

Looked at the vehicle Thursday evening. Vehicle had a price hanging in it. Interested in the vehicle so we made an appointment for Saturday morning to talk about the vehicle and trade in prices. But on Saturday morning their vehicle price had risen by over $3,000 dollars. The price hanger was a mistake we were told, however the stock numbers all matched. Online price was one price, in dealer was another price and the windshield price hanger was another price. They would not honor the price hanger price that they put on their own vehicle. BAIT AND SWITCH AT ITS FINEST. Poor sales person was caught in the middle of it all. Management never came to talk to us.

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Best sales rep ever!!

By alex carlson on 4/23/2015 at 2:04 AM.

I just bought a new 2015 Ford escape and Andrew talked me through the entire process. he told me all about the car I was buying and gave me a greater comprehension of the car I was buying. the part that just blew me away is that Andrew showed me things about the car that would never have found out myself like never in a millions years ever. just the best!!!

I would recommend this dealer.

Overall Rating

1.8  

1   Customer Service
5   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

fast-talking crook

By paul on 4/8/2015 at 2:04 AM.

I bought a vehicle from this dude that was priced at $5200.00 put 1800 down so simple math says 5200 - 1800 equals 3400.00 he took a loan out or told the loan agency I need a loan for 5522.00 then where did my 1800.00 go??? NOT TOWARD THE VEHICLE I TELL YOU!!!I'm getting me a lawyer going to the Better Business Bureau and contacting the Attorney General on this dude anybody that wants to ask me about this guy in my dealings with him can call me 612-600-6262...DO NOT DEAL WITH HIM.I willmake a later post on how his boss the sales manager dealt with this fraudulent transaction / deal / sale ............

I would not recommend this dealer.

Overall Rating

1.6  

2   Customer Service
2   Friendliness
1   Overall Experience
2   Price
1   Quality of Work

My 2013 Ford Escape SEL purchase 2/18/8014

By kessnerj on 2/23/2015 at 8:37 PM. Helped by Andy Hurry.

I purchased my SUV and brought it home on February 28, 2014. I was told that it had been sitting "in the back lot" for a while. After about 3 weeks of driving it, the brakes started to grind etc. I brought it back - it seems that there was rust on the brake thing and it would cost me to have it fixed. Well, I mentioned that I had purchased it not too long ago and that it has not sat a day since it was purchased and that the rust was from when it sat "in the back lot". Our salesman was able to take care of that for me. Then there started to be a clunking coming from the left front wheel area (spring perhaps, strut perhaps). It has been in 4 times in the past year and it still isn't fixed. I will be bringing it in for the 5th time in the near future. As soon as it got cold and there was frost on the windows, I noticed that the several of the defroster lines in the back window did not work. The SUV was brought in for that - in fact it has been in 3 times for it to be fixed. Now, it's to the point where instead of no lines, there are globs on the lines where the window defrosts and the rest on the line does not. I was asked by the service manager why the lines were scraped off - how would I know? I know I didn't climb in the back and scrape them off. For one thing, I'm an adult and see no reason why I would ruin an expensive purchase and the other is that I'm not that flexible enough to do it. It will be going back for that again. How many more times do I have to bring in the vehicle to get items complete fixed. What happed with their so many point inspection of a used care? Obviously some items were missed because of the rust on the brake things. As it is now, I am not planning to purchase from them again and I am sharing the information with my friends and family. Each time it the vehicle was brought in, it had to be dropped off the night before because they don't open until 7 - I start work at 6:30 - and a car had to be used that someone else owned.

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Friendliest dealership around

By Mitchell96 on 1/7/2015 at 9:16 PM.

At the end of December I bought a 2012 Ford Fusion and It was a great experience. The staff was very friendly and the process went very smoothly. The salesman was a great guy and treated you like a friend, not just any other customer.

I would recommend this dealer.

Overall Rating

2.6  

1   Customer Service
1   Friendliness
1   Overall Experience
5   Price
5   Quality of Work

Quick Lane Oil Change

By vicki.florio.1 on 12/9/2014 at 3:54 PM.

I cant imagine "Kate" ever getting a customer service job. This rude individual did everything she could to embarrass me and talk down her nose to me. Too Many oil change places around to put up with this. Amen

I would not recommend this dealer.

Overall Rating

1.4  

2   Customer Service
2   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

work suggested at oil change

By dustoff53 on 8/17/2014 at 12:42 AM.

I went into Brighton ford for an oil change. ,,,after 20 minutes or so I was advised that my 2003 Taurus needed work that would total 1,476.00 dollars. Wow,, I said okay. .after about 5 hrs or so I was called that I could come and get my car. Over the weekend I heard a thumping sound coming from the right rear break area so I brought the car back to Bribgton. They checked it out and found a "wheel cylinder seized on one side , that shoe is not contacting drum "... $164.00 to fix this problem. So I said okay fix it.. ...Then I asked, I think it was Katelyn Vinzant (service adviser ),,,Why wasn't deduced and corrected at my initial visit. ? She said she'd check into it and call me back.. She called me back and said she spoke with the mechanics who did the work and he / they told her that he spoke to the costumer and that I had declined it ( A Lie ).. I told her the only person I had any contact with was The person at the desk in the oil quick change area and the guy who gave me a ride home. again I told her the shop crew (mechanics were lying . So I asked to speak to her supervisor ,,,Now I was speaking with Justin a service manager I believe. He said he had spoke to the mechanic who preformed the work also and the mechanic told the same lie to him. I told Justin no one contacted or spoke to me about the cylinder problem at my initial visit. He said there was a miscalculation problem ,,I raised my voice because he was try to over talk me I kept telling him and he wouldst listen ,,,(THERE WAS NO COMMUNICATION from any mechanic or any one from brighton about a cylinder problem ,,in person,,by phone OR written. ) THE MECHANIC IS bald face Lying. To you,Katelyn and the Brighton Ford ) Thinking about it, the thumping didn't occur until after I took the car from Brighton the first time.Justin offered to knock off 20 % off the now $200.00 bill. I said how about all the bill ,it wouldn't have happened if it was taken care of the first time. He said no .I said fine,,,and asked if they could send some one to give me a ride back to Brighton Ford, he said okay. I was surprised that when the car came to get me it wasn't one of their two drivers whose job it is to give customers a ride normally. It was the service manager him self (Justin ) I apologized if I had gotten upset on the phone. In the ride back to Brighton Ford we spoke of this mess. I figured he came to get me so I wouldn't bring this situation up again in front of other customers ,especially about Brightons lying and untrustworthy mechanics. I told him these lying mechanics should be talked to if not fired and Josh said believe me they will be... Well the car is okay But how do I know that any of the $1,467.00 worth of work was necessary in the first place after catching them, ( Brighton Ford) in a LIE..... there is no apology that can make up for what happened at my last and I mean last visit. I will never recommend Brighton Ford to any one. Not sure who to send this to so i checked others in the employees worked with and wanted Bill Janssen to be advised also. Bob Terlisner

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Rich Schmidt is AWESOME!

By Courtneypennington on 8/14/2014 at 5:24 PM.

Rich Schmidt helped my husband and I trade in our Envoy and buy a 2013 Ford Explorer! We LOVE it! We would recommend all of our family and friends to Rich Schmidt and New Brighton Ford.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Low Pressure - High Satisfaction

By kim.w.sunde on 8/14/2014 at 2:55 PM.

We purchased a 2014 Escape on Tuesday from Rich Schmitt and he was awesome! He asked what options we wanted in our vehicle and how much car payment we could afford, then he showed us the cars that fit those needs. He was attentive thru the whole process keeping us informed while we waited on financing. For the financing we worked with Tony Smebak - he was great too. He shopped for the absolute best interest rate for our purchase. The whole experience was outstanding from the minute we walked in until we drove out of the lot in our new Escape!! I will recommend Rich to all my friends and family!!

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Buying Experience

By mandebernie on 5/13/2014 at 2:39 PM.

We are very pleased with our buying experience at Ford. Andrew Asp was a great sales person. He has a great customer service approach, using no pressure and is very knowledgable regarding vehicles and helping us to determine which vehicle would best meet our needs. We highly recommend New Brighton Ford and Andrew Asp Sales Rep. Thank you, Eileen Burns

I would recommend this dealer.