DCH Ford of Thousand Oaks

Reviews 3

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V Lms

Shady shady shady!!! I bought a family used car here at the end of August I was assured by the sales person that for the first 90 sales anything would be covered under warranty if i wanted coverage after that I would have to purchase the extended warranty. The car was a 2007 sonata with 38,000 miles. I opted out of the extended warranty since the car had low milage and I was told barely used. I had to call them 5 times to get this car and went to the detail shop to view it. It had cosmetic damage but was assured that it was a great car nothing wrong with the engine. I didnt care for the finance manager he was not very friendly and my sales person told me that the finance manager had gotten in trouble for a sale where they gave the wrong car to a person and they had to get it back and sell it back as a used car... Nice right? And he had just been ripped a new one. So within a day I had to take the car back as there was a grinding noise when I turned and the car charger would not work. The girl in service tried to tell me it was a something else and it could be the way I was driving ... Turns out no it was not and they fixed it (a rod was scraping against something) and replaced the fuse (so much for the extended inspections they do before selling the car, not to mention the 2 open recalls the car had) my daughter started to complain about a noise the car was making and we took the car back on Tuesday. Well we were stopped by some guy sitting outside trying to tell me that if it was under warranty I had to take it to hyuandi and I said no I bought the car here its under your warranty. So he finally got the service person . She made my daughter drive her to hear the noise fine she didnt hear anything and brought the tech out I explained I need to be somewhere at 4 can we leave the car and you call me later. I got a whole speech about no they need to hear it blah blah blah. So he hears the noise I miss my appointment and leave the car. The next day the girl calls me with the diagnosis its the fuel pump she says and I dont have a warranty I tell her Im within the 90 days it should be covered instead or arguing with her I asked to speak to my sales person and his manager gets on the phone and says i opted out of extended warranty its not covered. I said yes I didnt buy the other warranty but Im within my 90 days. He promises to call me back in a hour and 3 hours later him and my sales person call me back saying no warranty and I reminded my sales person the conversation and he says he doesnt remember and it was around the time they changed from kemp to dch and the papers I signed say car as is. I remind him the story he told me of the finance person and how do I know it wasnt missed since he messed that up? he gets quiet and says Im going to talk to my manager and call you back. I told him if the fuel pump is broken how did I drive there?? He says it couldnt be that. Clearly no one communicates here. So today no call back from the manager or the sales person the service girl calls me and guess what surprise surprise they found the papers where yes in fact there is a 90 day warranty a power train. But that the "power steering pump" is not covered under the warranty its going to be over $800 dollars to fix. Do not go here they are clearly unorganized and do not keep their word. The car has been driven less then 1000 miles and wouldnt they have seen the power steering pump was broken when I took it back for the grinding noise? Stay away from this place.

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Kevin Burns

This is a review for their Service Center. The short review is that they have terrible service from top to bottom. They are slow, rude, dishonest and completely unaccommodating for even simple questions about service options. I had an appointment for normal service at 3:00 pm. I bring my car in at 2:58 pm. Is it in the driveway for a few minutes and no one says a word to me. I ask one of the Service Advisers (Fitzgerald) how to check in. He gives me a dirty look and tells me someone will talk to me when they are available. About 2 minutes later, the same guy comes out and asks if I have an appointment for service. I do. I give him my information. He comes out to start checking the car without saying a word about anything. I ask him if there is any chance for someone to even look at a body panel that is slightly off. He lets go a sigh and tells me there is no way someone can look at it this late because the service will takes 90 minutes and the service department closes at 5:00. Someone moves my car into the service parking lot. He tells me to go wait in the service waiting area, so I do. I come back out at 4:20 and my car has not moved an inch. I ask the same guy about how much longer this will take, he gives me another dirty look, walks around randomly for a while, and then tells me itll be done soon. Someone finally comes and takes my car somewhere. The 90 minute service is done by 4:45 (less than 25 minutes to do my 90 minute service). The service adviser then gives me a story about replacing my air filter and tires but at this point Im not giving this case study in bad customer service another dime. I never got an explanation of the services from the service adviser. If the customer service is this bad, how bad must the actual car service be? They have no customer service skills at all and can hardly even do their job. I have no idea how this place even stays in business. Finally, I called the Service Director to tell my story and get some sort of response or reassurance. I called 3 business days ago. Someone took a message. I never heard back.

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Alain Reyes

First of all I wanted to give thanks to Dan Gibbs for your effort and your professionalism....you treated me with great respect and did everything possible to earn my business as internet sales manager Ive dealt with and was a pleasure that i had spoken to you; unfortunately I was not happy and very disappointed on your Sales Manager Jarred Ball on his customer service and leading into false information with out any proof. I was ready to purchase from you, but dealing with your manager was terrible experience. I will be sending an email to the Ford Corporation and CEO of DCH Ford Thousand Oaks with my complaint of customer service from your Sales Manager. I do have the conversation recorded and your Sales manager was aware. My disappointment was that he was so adamant about me providing my social security before i could purchase the truck i wanted to purchase. I was already approved with my own bank Navy Federal Credit Union which gave me a great rate as an active duty Marine. I have been in the Marine Corps for the past 26 years and counting , i am a 43 year old man that is aware of what is the correct procedure for purchase if I have my own finance and have research what is necessary to provide only. Why do i have to provide my Social security, if i have my own finance provide? He continue to tell me it was a Dealer policy which he could not provide me any relevant proof of the policy that stated that. He continue to argue and was willing to loose my business for me not willing to provide my social security number to him. I have bought two new vehicles in California within the past 2 years and never had any issue with this situation...unbelievable!! If i have my own finance and ready to purchase , why is he stopping the process when i dont need to provide my social security? He continue to come up with different reasons and could not back up the proof. SO DISAPPOINTED, I was ready to buy the perfect truck that had what i needed!!