Capital Ford of Charlotte

We did a lot of research prior to going into the dealership. We knew exactly which two trucks we wanted to look at. They had both trucks up front waiting on us when we got there. The salesperson we worked with, Omar Lawrence, was very accommodating and helpful. We spent several hours going back and forth on price, options, etc which is to be expected when buying a car. Throughout the process we treated with dignity and respect by all the staff. We had our own financing lined up prior to going in and did not trade in a vehicle. The overall experience was easy and stress free for my wife and I. We are satisfied with our purchased and completely satisfied with the service. We will definitely go to Omar and Capital Ford first when we buy our next car/​truck. Thanks Omar!

Great sales staff and very patient and respectful management. The whole transaction was smooth. Felt like old friends by the time I left in my new vehicle. Would recommend salesman Mike to anyone looking to buy a new vehicle at Capital Ford in Charlotte NC

Service advisor is friendly and they have some convenient messaging via text to update you on your car. However, if you want a quick oil change or convenient options, you may want to check elsewhere. There is nothing quick about the quick lube and an oil change could take over two hours. I don’t think they have more than one person working the quick lane. I would rather drive through a quick lube place that can get me in and out in under 20 minutes.

I came here with my husband and baby, fully intending to purchase a vehicle. Instead, they wasted our entire day, failed to honor a promotional offer, refused to negotiate the price of a vehicle even one cent, violated our privacy and insulted our intelligence. As a result, we ended up at a Honda dealership, and for the first time in 20 years, my husband is no longer driving a Ford.
Their incompetence, manipulation and carelessness literally destroyed his/​our brand loyalty. The most despicable thing they did was fail to honor a promotional offer that we were sent in the mail (which my husband even called to verify). In the mailing, they quoted an exact trade-​in value for our 2013 F-​150 and said they were prepared to make this «aggressive offer» if we just came into the dealership. We drove far out of our way to visit the dealer, and not only did they not honor their commitment, they made us an offer FAR below the value they had quoted (without ever even looking at our vehicle).
As if that wasn’t insulting (and potentially criminal) enough, we weren’t given the trade-​in offer until more than 3 hours after we arrived. They wouldn’t even allow us to look at vehicles for more than an hour, as the salesman was required to collect pages of financial information on us for a loan offer (despite the fact that we told them up front that we already had financing through our own bank).
We finally settled on a vehicle that we were interested in, finally learned the price on it (after asking repeatedly — the used cars have no prices in the windows), and this is where the dealership REALLY wasted our time. We told the salesmen the price range that we needed up front. He then relayed this information to the «management.» So we waited for nearly 45 minutes. And waited. And waited. When my husband asked the salesman what was taking so long, he said «Well, they want to get the price down as close to your range as possible. So they are doing a lot of things to try and make it work for you.»
After nearly an hour, the manager came out and introduced himself. Needless to say, we were absolutely SHOCKED when he offered the vehicle to us at the EXACT SAME PRICE that we had been quoted earlier. No change whatsoever. No attempt to even meet us halfway. So what were they doing for that whole hour? Just making us wait as a sales strategy?! When my husband asked why there was no effort to meet our price, the salesman and the manager argued with each other about whether our price had been taken into account. The trade-​in value was also far below what they had offered us in their mailing.
We expressed our shock over all of this and the manager said they could lower the price of the car, but they would have to lower the trade-​in offer by the same amount (!). At this point, we still thought they were going to negotiate with us, and asked if the manager could make a better offer. He said he was going to try and work something out and left us. We waited another 20 minutes and when he finally came back, he gave us the EXACT SAME OFFER. It was so surreal.
We explained to him how insulting it was to be made to wait so long, to be told that they were trying to make us an offer, and then to see nothing in return. My husband said we were going to leave, and both the manger and the salesman walked away before we could even gather our things. As if running a promotional scam and wasting my family’s time wasn’t enough, the manager didn’t even have the decency to apologize.
Another problem: The «showroom» looks like a meat market — if you deal with a salesman, you don’t go into an office. You sit at one of a dozen cheap tables out in the middle of a giant room with no privacy whatsoever. At one point, we got up to head out to the lot, and our salesman left my husband’s driver’s license, registration and insurance information sitting on the table in plain sight. I asked, «are you just going to leave that there?» and he said «oops.»
I would say don’t buy a vehicle from them, but if they treat all potential customers like this, they won’t sell any vehicles anyways.

They apparently have a call center scheduling appointments for this dealership. What a mess, call #1 to setup appt for recall, the person setup my appt without needing to know anything about recall. The day arrived and I called to ask a question and they didn’t have my appt. During the second call the person asked what I was coming in for, I said a recall, she asked if I had the letter. I couldn’t find it immediately so I called back. On call #3 the person was able just to bring up the recall online (would have been nice if during call #2 they would have offered that option). Got to dealership and service rep said they shouldn’t have scheduled me for appt since the recall fix wasn’t released yet. The service rep was nice and knowledgeable, at least there is one (only reason for 2 stars). I am sure the call center approach is less expensive but I will be going to another ford dealership when the recall is available for repair even if a greater distance.

We went into Capital Ford of Charlotte today and boy, was it a disappointment! I wish I could give 0 stars. First of all, we knew exactly what we need and all we were looking for — was straight yes or no answers. The salesperson we met was extremely, incompetent and pessimistic. All we got back was unrelated answers and negative comments like Ford does not have performance packages options (really??), buy a GT not an Eco Boost for our age, our credit score (we should have walked out right then), an order takes about 8 months to deliver, etc., Moreover, WE are the ones who are investing money to buy a car and of course, we will take our time to finalize car specifics. There is no point in pushing the customer to buy /​sell /​trade-​in (more like confuse) if he/​she has clear requirements.
And yes, we are definitely not buying a car here.

Wish I could give 0 stars. Horrible experience. Ambushed before we could even get out of the car. Told them EXACTLY what we were looking for and spent hours being hustled into vehicles way out of our price range and interest. The sales manager made several comments that made me feel like he was trying to pin me against my husband and made me incredibly uncomfortable. I felt like he was trying to man shame my husband for not keeping his wife in check because I was not shy about being assertive when expressing what we were looking for and what we were NOT looking for. I felt like they completely negated everything we said we wanted and tried to put us in what they needed to sell instead. So glad we didn’t buy a vehicle there… Their loss because we ended up buying 2 vehicles from a different dealer the following week.

I wanted to update my review of Capital Ford. I did have a bad experience a few months back, and I posted a review about this. Just recently I decided to call Capital to get another price on a vehicle I was in the market for. From the first phone call until now (2 weeks after my purcahse) I have been met with professionalism, courtesy, and friendliness. When I went into the dealership, I looked up the general manager and spoke with him. It was very nice that he knew exactly who I was from my review (even though I left a negative review), and was very familiar with the scenario. He had thanked me for being honest about my feelings so that he could grow their company and use it as a learning tool to continue to move in the right direction. I couldnt ask for anything better, I was taken care of every step of the way on my vehicle purchase AND my review was taken to heart and used as a learning experience. People make mistakes, its how you handle those mistakes that define you as an individual. These individuals earned my complete respect and continued business from here on out.
thank you Captial Ford team

The worst ever. Awful customer service, awful service team. Total nightmare. The only reason they got 1 star was because you can’t give 0 stars. Still waiting on general manager to give me a call back about his poor employees.