After extensive research, I arrived at the 2011 Ford Fusion as my preferred choice for a new car. I then contacted several local dealerships to inquire on available inventory and price quote. On January 15, 2011, I went in to Jack Madden Ford. I test drove both an SEL V6 AWD and Sport AWD. After test driving the two cars, I was ready to buy the Sport assuming the price was right. At the beginning of the negotiations, I clearly stated to the salesman that I wanted to negotiate on total price. There would be nothing added on to the price other than sales tax and registration. After limited back and forth, we arrived at an agreed price. The trouble began when the salesman returned with the sales contract. In addition to the agreed price, there was a $275 documentation fee. I realize that documentation is a standard way for dealers to get additional money on the sale, and that is why I stated up front in negotiations that I wanted to negotiate on total price. I reminded the salesman of this and stated that would not be paying the additional $275. His response was that everyone pays it. When I responded that I would not, he responded that it was required by law. He of course could not cite a state or federal law requiring a documentation fee. After I stated this was a deal breaker, the sale price was reduced by $275 to offset the documentation fee. Despite the fact that we were not financing, my wife and I were kept waiting for well over an hour an a half for the finance manager to complete the deal. After several inquiries on how long we would be kept waiting, we told them the deal was off if the transaction was not concluded within five minutes. The sales manager then came over, we signed paperwork, and the deal was done. The next Saturday (Jan 22) I returned to take delivery of the car. After declining the add-ons from the finance manager (paint protection, etc.), all paperwork was signed and money changed hands. This was concluded about 20 minutes after arriving at the dealership. The salesman then told me the car was being prepped, and it would be ready in about a half hour. When I asked why this had not been completed on Friday, he responded that because it snowed, they could not do it and would have needed to reclean it anyway. The previous day’s snow had ended, with the sun out, by 1:30. Forty five minutes later, I pressed the salesman on status. He agreed to take me over to where the car was being prepped so I could take delivery the minute it was ready. After waiting around there for about 30 minutes, he came out and informed me that they were unable to install the navigation system as it was in a locked office. I stated that this was unacceptable, and they needed to deliver the car complete as agreed and paid. After several calls with his manager, he informed me that they could not find anyone to unlock the office. I then stated that we were going back to the showroom, and I would meet with the General Manager. Upon meeting with the GM, I stated that he had three options: refund my money and cancel the deal, deliver the car complete as promised, or I would engage legal counsel. I met with him for about 20 minutes, during which he expressed his apologies and personal commitment to get the car ready for me. He stated that he had someone unlocking the office and the car would be ready in no more than half an hour. To conclude this too long story, the car was eventually ready almost an hour and a half later. From the time I arrived at the dealer that morning to the time I drove off in my new Fusion was over four hours. Dealing with Jack Madden was probably the most negative customer experience of my life. I will certainly never do business with them again, and would certainly recommend to anyone interested in a Ford that they find another dealer with which to do business. On the positive side, I am extremely happy with my 2011 Fusion Sport AWD. Ford is truly bringing the glory back to the Blue Oval. This is a great car and a lot of fun to drive. The Ford Sync is amazing technology. If you are in the market for a mid sized sedan, you should be considering the Fusion.
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