Durango Motor Company

Absolute worst customer service ever! Terrible service. Went in for debt repair came home with a Broken sunroof. Didn’t even get it registered before the engine blew.

I selected this place because they claimed to be «haggle free» and «no pressure». I’ve been searching for a 2014 Mustang GT Premium with a GT Track Pack. They didn’t have one so they said they can locate one. I was conversing with my salesman over the phone and emails. I made it clear that this whole deal hinges with what they can give me for my trade. I’ve had my trade appraised with 2 other dealers and 3 reputable online appraisals. I had driven an hour to get there and I finally met my salesman for the first time, he seemed to be easy going and the whole atmosphere seemed to be easy going. I was thinking that I might finally be able to make a deal! The salesman looked over my trade and took some notes and offers me coffee. He asked me if I was interested in filling out a credit application and it would cut down the paperwork, besides, I was thinking that we’d make a deal anyway. I filled out the application and gave it to the salesman and I continued to wait. It was about 40 mins now and I’m getting tired from waiting and my salesman finally comes back… then he gets a call from the manager. It’s been about an hour now and my salesman and his manager come walking in my direction. I already knew the «closer» tactic and was ready for him. I already started to get that feeling that I was going go get low-​balled. The manager showed me the price from True Car and he said he could beat it by a thousand dollars… I was thinking great! Then he started to show me my payments, which was significantly higher than what I’m paying now, why? I have impeccable credit, and the last time I checked it was 825! I should qualify for a lower APR and better terms plus a lower payment. I asked for my trade in value and he came in two thousand dollars lower than I requested. I realize they are a business and they’re in it for profit but what I was asking for was’t unreasonable and it was a fair trade value. I knew what I could get for it through private sale and what they’ll sell it for. Regardless if they took the trade to the auction and it sold for under what they paid for, it’s their own fault for using the auction… which is like gambling anyway. I told the manager what I wanted and he tried to explain what «actual cash value» meant. Then he asked if I loved how the car and how it drove… I said what do you mean? You guys don’t have the car. The car is at another dealership and you guys said that you can get it. I said that they’re not the only dealer that can order cars from other dealerships. I’ve spoken to other dealerships that are 8 hours away and they have the car and they are selling it thousand dollars cheaper than what Durango Motor Company is asking for. I guess he thought that I was bluffing and he said who is this dealer and what did they quote. I said I’ll do better than that and I showed him an email from that dealer and they were willing to give me what I was asking for my trade. I said that I could easily use my company’s X-​Plan and get it much cheaper but I don’t want to make the drive. The manager tries to justify the thousand dollar difference and said that it’ll only be about $ 13 difference. I then reminded them that this whole deal hinges on what I’m getting for my trade and that I don’t think that we should talk any further if he can’t give me what I was requesting for my trade. Then he finally says that he won’t budge on the price, «I won’t go a penny more» was his exact words. I asked for my keys and they didn’t know where they were… typical, I knew this was going to happen. A word of advice to anyone who is reading this, always ask for your keys back before any negotiations is started, it make things awkward when your waiting for your keys. The manager walks out and I walk outside too, waiting for my keys. It’s that awkward silence when I’m standing outside with my salesman and I just apologized that a deal couldn’t be made. I said I know it’s out of his control and that the negotiation is handled by the manager. I checked inside my vehicle and my keys are in the cup holder, so I hop right on in and take off. I wasted 3 hours and a quarter tank of gas on this trip. If you ask if I’ll go back to Durango for a Ford, I’d say no… I feel that they didn’t live up to their «Haggle Free and No Pressure» atmosphere.

I appreciate the time you took to track me down, call me, and try to resolve the issue, but as mentioned in our telephone conversation, I am by now back on the road continuing our USA tour and in Kentucky headed for Tenneessee. I am pleased that this incident came to light and that there is a contingiency plan for people like me in place now so nobody else gets turned away. The mark of a solid business is not in whether or not mistakes were made, invariably they will be made, but how the business handles those mistakes. While it’s too late to change my situation, should I ever find myself in Durango needing service for my Ford again, I would at least give you another chance. Thank you for calling. Bill

While traveling through the area, I needed to take my Prius in for an oil change. The service advisors were all friendly. The price was outstanding (Compared to where I live)! Was a little disappointed they forgot to wash the car after they had finished (I had requested it when I made the appointment), but they then took care of washing the car, but not drying it – oh well.
Had to come back the next day with a Bluetooth issue, and was very impressed the guy spent half an hour helping me figure it out! Thank you!