deeply frustrating and marked by a persistent lack of communication, follow-through, and accountability. We made a three-hour trip from northern Vermont after confirming a specific vehicle was available the evening prior. Upon arriving at opening the next day, we were informed the car had already been sold. While we understand that no deposit had been placed, we received no notice that the vehicle had been purchased, which reflects poorly on the dealership's basic customer communication.
We were aware of a second viable option and moved forward with it, but the problems quickly escalated:
Missing Part and Delays: The vehicle was missing a part that the dealership agreed to provide. However, it took three separate attempts to obtain a signed “We Owe” document, which they claimed was “lost” multiple times. It ultimately took over two months to receive the promised part — an unacceptable delay for something that should have been handled at the point of sale.
CPO Key Policy Not Honored: As a Certified Pre-Owned (CPO) vehicle, it was supposed to come with two keys — a standard requirement. We were only given one. The dealership promised to supply the second key but refused to do so on the day of purchase. Instead, we were told we had to drive another three hours back to Manchester, NH, as they would not ship the key or coordinate with a local Vermont dealer. This imposed a significant and avoidable burden on us.
Post-Sale Mechanical Issues Ignored: After the sale, we discovered two mechanical issues that, according to the dealership’s own service manager, should have disqualified the vehicle from being sold as CPO. We were told parts were ordered and given a repair appointment. We confirmed the appointment twice, yet upon arrival, were told nothing had been ordered or authorized. This was another serious breach of trust.
Lack of Follow-Up and Accountability: After the failed repair visit, we were assured a manager would follow up. Despite multiple calls and messages, no one has ever returned our inquiries. The assigned manager has remained completely unresponsive and inaccessible.
Extended Warranty Withheld: Due to the car’s higher mileage, we opted to purchase a Ford Certified extended warranty. Repeated attempts to obtain documentation outlining the warranty’s coverage and terms were ignored. To this day, the dealership has never provided the full details or proof of this coverage, which is unacceptable for a warranty that we paid extra to secure.
Overall, this dealership has shown a consistent disregard for basic customer service, transparency, and the integrity of the Certified Pre-Owned process. From our perspective, their promises are unreliable, communication is poor, and support post-sale is virtually nonexistent.
Given the totality of our experience — particularly considering the effort and travel we committed to the process — we strongly advise others to approach Autofair Ford of Manchester NH with caution or look elsewhere altogether.
