Nourse Ford - Chillicothe, Ohio

grace

Very disappointed with their service side of things. Took my car there to get serviced & they had it for almost a month. They never once called to tell me about what was wrong with my car, the timeline of how they were going to fix my car nor did they even call me so I could pick up my car. I called every week to know what was going on with my car & they rarely answered. When they did, they’d give me a short answer and would barely answer the questions I was asking. I called on a Friday, two weeks after they had my car & they told me i’d be able to get it on Monday because they were doing last minute things & putting everything back together. Monday rolls around & I never even get a call. I attempted to call but no answer. Was unable to get there so I called again the next day & they messed my oil up and had to fix that so there was another day added on. Called again the next day & they said I couldn’t get the car till Thursday. Thursday rolls around & i’m still unable to get my car because they needed to “test drive” it. One of the employees took my car 45miles away to his OWN home to “test drive”. Never in my life have I ever heard of that. I wanted to get the car Thursday but was unable to bc they needed to test drive it. I told them I didn’t feel comfortable at all with them driving my car literally an hour away & with them putting over 100 miles onto my car. They did so anyways which is absolutely crazy! They didn’t fill my tank up when they took the car because I had a half a tank & when I got it the car was on E. I tried calling all day on Friday to get my car and they never answered once. They close at 6 so I decided to just go ahead at 5 to pick my car up. The car was 1000% done & they just weren’t going to give me a call. Why keep my car for an extra 2-3 days when it’s done? They’re closed over the weekend so I don’t understand why they decided to never give me a call? The service on the car seems fine so far but overall I’m super disappointed with how they run things there. I will never take my car back to a place that offers crappy service & never updates you on the car. If I’m being honest, I still don’t even know what was wrong with the car even though they told me they’d send me a full report. & on top of that I asked multiple times when I called to know what was wrong with my car.

Mike C.

Unfortunately Nourse Ford (Nourse Chillicothe Automall) does not live up to their promises once you've purchased a vehicle. When given every opportunity to do so, they will leave you hanging post-purchase.

Don't assume this statement to be written hastily or emotionally. In fact, it is a simple, objective observation which we can easily and thoroughly evidence to be an apparent cultural problem (not simply the fault of any 1 individual). We've been courteous and patient throughout (perhaps too much so) and I don't leave a review like this lightly, but part of me is morbidly curious to see if this is what it takes for us to finally get some form of response for what should have been a trivial and easy issue to remedy.

In case anyone from Nourse should decide to (finally) respond: please do so via email or text message (both for your documentation and ours).

In February (it is now nearly July), we purchased a CPO Ford vehicle which was delivered to us 2 months overdue on an oil change, without any form of registration, and without its second key. Things happen with out-of-state vehicle purchases and no transaction is perfect, so we agreed we would handle the Oil Change and the Dealer agreed they would send us the key. 4 months and literally dozens of reminder phone calls, emails, and text messages later (throughout which we were continuously told Nourse Ford would be sending us the second key or reaching out to let us know next steps to obtain a key from our local dealer and be reimbursed by Nourse) we still don't have a second key and it appears we are now being 100% "ghosted" by their team. We even submitted a "Contact" form through their website hoping that they were tracked by management, but still no reply after over a week (I would bet they would have replied right away for a sale). It seems silly to spoil a $40k transaction over what I would imagine is only a $200 cost for a dealer, but they seem to be fine with that.

- Sales people (at least the one we dealt with) seem well-meaning, but even they eventually give up trying to get you what the dealer promised
- "Customer Service" Team hangs up on callers before even saying hello and does not return voicemails. We've actually never spoken to someone in their "customer service" team despite many attempts to contact them and many promises that they would be reaching out.
- Just an aside, but if you are considering a car purchase from Nourse Ford you should be cautious of their financing as they will provide unjustifiably higher rates than your credit deserves (nothing too absurd, but a solid 1-2% higher than what you could get from a credit union or bank) to compensate for otherwise reasonable vehicle prices. (This is a fairly common car dealer practice, though usually more of a roadside tactic than something I would expect from an OEM Dealer; just know this in advance and have alternate financing lined up and ready before purchasing).
- We followed up with various team-members for over a month before escalating to the General Manager level, but the GM appears to keep his voicemail intentionally full (or otherwise "not accepting messages"), a time management tactic with which I can certainly empathize if it weren't for the fact that--when asked when he would return and/or if we could simply have his email address to let him know of our concerns for resolution at his convenience--his assistant was perfectly comfortable telling us on 3/15/24, "I haven’t seen _________ in about a week and actually I’m not sure when he’ll be coming back in. And I don’t even have his email address.” (I truly don't know how you even get those lattermost words out without laughing).

We've emailed a complete timeline, tried calling again today, and--still--no luck. We would welcome a contact (finally) from Nourse regarding this matter if they have any inclination to do so. Otherwise I suppose we will pursue a new key with our local dealer and look to Nourse for reimbursement for both the key and all of our time wasted to-date (just on principal).

Ronald Alcazar

Terrific experience by the Team at Nourse Ford Chillicothe Automall! I appreciate you being very accommodating, communicative and patient with us throughout the process. Great staff here, thanks very much for all your services Dominick, Chris, Steve, Jeremy. Love our new car! ? ⭐️?

Tanya T

My experience at Nourse was an absolute dream of a car purchase for me! I live out of state, so my mom reached out and spoke with Chris. I was trading in a vehicle, and Chris was extremely helpful. He text me back-and-forth and explained the differences in what I was looking at. Chris is extremely knowledgeable! I come into the dealership with one thought in mind. He was so patient, kind and helpful and was able to answer each question with amazing detail. This was an absolute no pressure situation and I’ve never experienced that. I wound up changing my vehicle type completely and Chris just rolled with it and said it’s all about making sure that I had what I wanted. Then I got to work with Mike in finance. Another flawlessly, amazing experience. He was also very kind and helpful. He explained everything in detail as we were going and patiently answered my mom’s questions. I will definitely make Nourse my go to for any future purchases.

Scott Lake

Bought a truck there today that I found online. Chris F. was my contact and salesman and seems like a nice non-pushy kid. (anyone under 30 is a kid to me where I'm 55) He worked through the process for me and was patient as I straddled the fence on deciding on whether to purchase the new truck. It was a 200+ mile trip for us and between his patience and my wife's.....guidance...I pulled the trigger. I would have walked on a pushy salesman. Thanks for putting up with us. The truck is very nice and now I have to figure out all of the ins and outs about it. Again, Thanks to you Chris!

Christopher Smitson

I recently was at Germain Ford and learned that Dominic Caminiti has shared my information with them along with other private business. He must go.

Nikki Weaver

Well if I could give them a Negative 20 I would. I came in here for a recall on my ford . They said I didn’t need a ride ,BUT THEY DIDNT TELL ME IT BE 2 hours plus. This is on Ford and them. They could have gave me a car . I will NEVER GET A CAR FROM THEM AGAIN. Bad service. As the rude guy behind the counter goes well your early good thing because I would have missed an appointment. You folks suck. Treat people better

Ben Snyder

Ordered a 2022 Ford Superduty in September 2021 which was delivered in April 2022. Nourse was the only local dealer willing to accept X-Plan pricing (below MSRP pricing for those that qualify) on an ordered vehicle. The ordering process was seamless - Zach made sure all of the options I wanted were included on the order and it was entered correctly without any issues. They also gave me a very fair price on my trade-in and agreed to commit to that price until the new truck was received as well as let me keep it until that time. They stuck to their word. Later I subtracted an option to try to get the truck scheduled sooner and that was handled correctly as well. Zach and Dominick were great at communicating throughout the entire process, keeping me updated on the status of the order and answering my questions in a timely manner. Two price increases occurred during the 7 month wait which I was protected against - this was also handled correctly (I've heard of some other dealers refusing to honor price protection - Nourse did a great job on this). On the day I picked up the truck Zach stayed late to accommodate my schedule. There was no pressure to add any aftermarket items, protection packages, etc. All of this even though I didn't even finance with them. I ended up with a great deal on a truck in spite of the current vehicle shortage and market conditions. Excellent sales team - highly recommended.