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June 2022 by Marvin N.
RoweWestbrook is THE.WORST.CAR.DEARLSHIP.EVER. - service, finance...etc complete and total garbage! Gave my wife 8 days to have her car inspected for lease end. A few weeks ago went in for meeting with the sales team on 5/10/22 to discuss lease end options. Because she wasn't trading it in to get into a new lease because COVID kept mileage down and their way inventory is low and leases are in demand, it made more sense to keep, they chose not to give her attention as an existing customer. They were unable to get the car back, then get her into a new lease and resell the vehicle at a profit they mistreated her. She was told when she that someone would be in contact to assist with least end options. She finally received a call today from Eric 6/7/22 apologizing but was not able to give her any options unless she came back again. She owns her own business in Portland and we have 3 children 2 of which are under the age of 7 and giving her no flexibility. We all know that this is probably a tactic to back her into a corner and force her to make a decision that is in favor for them. COMPLETE BS!!
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May 2022 by Douglas C.
I came here in Dec 2021. I wanted to learn more about the new F150. They receptionist asked me what I was there for and asked me to wait. She then took me to an older sales man who was quite irritated that he suggest he speak to someone as he had someone coming in about 35 min later. He asked what I wanted and I told him I wanted to know more about the difference between 2020 and 21 F150s (I had done extensive research prior to but wanted to speak to someone as well). I told him I would be towing and this / that. He responded with "well what specifically do you want ". After 10 min of him telling me about is 30+ year career in sales and running sales here and there. He takes me outside. He casually walks me around, "this won't do what you want, this isn't what you want". Shows me a XL that was "closer" to what I want. It was locked and he took his time and got the keys (Dec isn't the best month to be waiting outside". No offer for a test drive. We go inside and I start to ask about the process to order. He retorts with "how likely are you to buy today"? I told him I wasn't prepared to do that yet as I want to learn more and test drive. He tells me that he needs a smoke break, and goes outside. I waited 5 min and decide that my business is not worth his time. I went up the road about 15 min to another Ford Dealership. Was welcomed, questions answered, info I didn't know provided and it didn't matter if I was ready that day or not. They wanted my business. I came back a week later with a deposit. I signed and picked up my 2022 Lariat from the other dealership two days ago and will say that they demonstrated what customer service should be. I was happy to give them my over 60K for that transaction. I always try to buy at my local dealer, if I had a flat with no spare I would bypass this dealership and go 15 minutes up the road where I know I am not disturbing anyones smoke break.
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October 2021 by Ethan B.
An excellent place to take your car! Very knowledgeable, very helpful and friendly staff! My car needed a lot so the price was expensive but the market for used and new cars is bad right now so it was worth it. Fast service and great results, I would highly recommend Rowe Ford for work and repairs to your Ford or Lincoln vehicle.
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November 2020 by Jill S.
The absolute bottom of the barrel worst customer service I've ever experienced. I purchased a used auto from Rowe- week 1 the rear quarter panel blew off the car. They had it 2 weeks to repair with no communication, no return calls. They failed to put clips back on and were rude about me asking them to fix it as I had to use duct tape for the second time. Within a day of return the transmission started to have problems. The transmission battle continued for months. They literally DO NOT CARE, there is no follow up, or follow through by anyone other than the general manager. The customer service manager and most of the service staff are rude and have no accountability. At one point the service staff forgot why they even had the car there. I went to pick up the vehicle and what the told me was fixed wasn't. They changed their mind multiple times about how to "make the situation right" replace the transmission, replace the car, to now just return my money. As I discovered by going through the carfax, Rowe had taken my car to another local dealership not once but twice for transmission issue prior to my purchase. Oddly enough, it was the same issues I was having. I was able to collect service records from Rowe visits prior to my ownership and it should have come at no surprise or taken 6 months to rectify the transmission issue. They even ran tolls in my vehicle while they had it for service to the point I received a bill and a notice that my registration would be revoked by the state if it continued. I had multiple appointments cancelled because the "loaner fell through." When my car had to be towed, they did get together a loaner for and delivered it to me, filthy. It even had used Covid masks left behind. Things happen, it's how a business handles it that makes all the difference. I'm sure if you have zero issues that need follow up this place is fine, the salesman was awesome. After that, the worst. So many other dealerships, run,don't walk, away from this one.
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February 2020 by Michelle L.
I am thankful to the owner and the managers (Mark, Mike and Ryan) for all of their amazing help! I purchased a 2018 Ford Edge (which I loved) from their dealership. After owning it a week, there were major issues that the previous owner obviously hid. I called the dealership and long story very short...they jumped through hoops to make sure I was taken care of. Mike and Mark both said, they wanted me to be a Rowe client for life and they treated me as such! This is what matters to me...when there is a problem are they willing to do what is right? These guys did! So even though there was an initial issue (which is normal and part of life) they more than made it right! True customer service! They made me a Rowe customer for life! I love my Ford Edge! Oh and I forgot to mention, Drew and Leaf were awesome as well!
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November 2018 by Nicholas M.
This is probably the worst customer service I have ever experienced in my life. Not only are they rude in not explaining things to you, they act like you should know what's going on because they either don't care or don't know. Was on time for my appointment and the vehicle sat there for 3 hours and was never touched. Unacceptable, First and Last trip. Buying my next truck from Yarmouth.
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September 2018 by Ramon V.
This review is specifically for service. Brought my 2016 F150 here with some alignment issues. They were able to get me in right away. Also had some tires I bought online shipped here and they mounted and balanced them. Our service advisor was friendly and made sure everything we needed was done, also got several recalls completed in the same day. The work they did seems to have come out great, truck is driving fantastic again. They have a nice waiting room with WiFi and coffee and such.
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November 2017 by Devlin F.
I can't speak to sales, only factory warranty service. The guys have always been prompt, accurate and cordial. The waiting area is very nice with coffee/tea, wifi and comfy seats. They seem to care about my time and schedule in making appointments and following up. I was never upsold, and even walking through sales area I didn't feel like I had to avoid anyone as I'm used to at dealers. Overall good experience.
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August 2017 by Tracy G.
Be sure to read the FINE PRINT!!!! When they tell you "Bumper to Bumper" warranty, don't believe it. Bumper to Bumper means just that BUMPER TO BUMPER. When something is wrong with the car that is supposed to be under a 12,000 mile warranty within less than 2,000 miles into it and you have to pay to have it fixed even though it was the heat shield that was most likely hanging from the car the day it was sold to us, THAT is NOT BUMPER TO BUMPER. There are lots of other dealerships that would have not allowed this to happen and would have eaten the $30 charge. To me, that says a lot that they would not eat that cost and make it right! Sales person that made the Bumper to Bumper so amazing at the time of the sale said he could do nothing and that she actually "made out with the deal" because their is a $100 deductible with the warranty........... Well THAT IS THE FIRST TIME I HEARD THAT TOO! Not impressed. Won't be back.
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April 2017 by Gayle D.
I worked with Rich Haines in the Service Department last week. He was helpful, friendly and always available to answer my questions. It can be intimated taking your car for service when you are a woman, but I did not feel that way at all when I went to Rowe. I would recommend them to friends and will definitely be back there again whenever my Ford has any issues.
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October 2016 by Tyler D.
I went to Rowe Ford for the first time yesterday for an oil change and was greeted by a very friendly staff and clean facilities (and the Quick Lane Service is open until ( on Saturdays!). After dropping off my truck they indicated that it would be ready in about 30 minutes, or slightest longer. I left the store and walked around the shops near by and returned 40 minutes later. After waiting for roughly 5 minutes in the shop, they called me up apologizing profusely, and notified me that because of the delay they were not going to charge me for the oil change. In addition, they performed a multi point inspection of my vehicle and ran it through the car wash, all part of their standard service.
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June 2016 by Andrea T.
We bought our Hyundai Accent at Bill Dodge in Brunswick but have had some warranty work completed at Rowe Westbrook because it's closer & I heard it provided wonderful customer service. Well, their reputation will remain. From the receptionist to the service rep their attitude is outstanding. I was impressed with the service receipt narrative (e.g. Customer states... with their response beginning with: Confirmed customer concern). My latest issue was a lost key & fob when my daughter-in-law drove my car. I was in Las Vegas at the time & it was so reassuring to work with people who cared even though I was thousands of miles away. Thank you, Sharon Crossman for all your help.
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January 2016 by Kelsey S.
I went to the Quick Lane for an oil change and tire rotation. Even without an appointment, the service was quick. I also got my car washed free which was a huge plus!
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December 2015 by J S.
I wanted to update to my previous review. I returned with my Mustang to Rowe Ford to give them a chance to make things right, and they did. They replaced the broken puddle lamp with a new one. They fixed the alignment by re-positioning the subframe, the alignment is now perfect and they even refunded my alignment fee. They also touched up the paint chip on the trunk and even went a step further and touched up another chip on the hood that was pre-existing. Once the upper management got involved they acted quickly to right any wrongdoing. I think this was an isolated incident and I look forward to having my vehicle serviced here in the future.
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December 2015 by Lia M.
Really like Rowe Ford service department. They have been so nice and kind. Service is great and very affordable for my old truck. Nick is the best! Texted me when my vehicle was ready, and was very good about discussing repairs with me as well as advising me that a new ranger may be built in the near future. For a dealership they do very good repairs for a reasonable cost.
