Westland Ford

Reviews 3

IM

Imnuktam

Worst service department I have ever taken my 2005 mustang GT to. Literally every job has had a problem associated with it. First time I took my Mustang there I had two dry cell batteries in my trunk and one of them had gone bad. I say this to the service tech at their counter who writes down "Dye Cell Batery?" and then goes in the back to most likely ask what that is and how to spell battery. I should have learned then that this was not the place to take your car, but I live 2min away and figure dealerships should know their stuff right? Job 1. They install an alternator but fail to hook my fan back up afterwards. I got my wife and two small children about 5 miles away before car overheated leaving us stranded in a bad spot calling for help and needing to take car back in. Job 2. Installed a new Mach 500 racing flywheel & clutch. As Mont is walking me out to my car I notice a shiny new scratch right by the door and point it out to Mont. He acknowledged it since car was dirty and it was shining in the sun like it just barely happened. He promised to make it right, and I believed him. I spent the next month or two getting nothing accomplished dealing with him except seeing how much time he spends on his cell phone and Greg took over and finally gave me the persons number that deals with fixing the cars on their lot with minor damage so I could resolve it myself. When I get ahold of that guy, he tells me that he only fixes dents and doesnt do scratches. At this point I quit wasting my time trying. Still have that scratch on there today reminding me to never go back there, and I make sure my friends with fords know the same. To top off the damage, the clutch was not even installed properly. It felt strange with only having about 2" of clutch to let out before it was fully engaged, but since it was a racing clutch and my first new clutch I chalked it up to that. I babied it home and it sat for the weekend. Come Monday it was impossible to engage 1st, 2nd or reverse. Had to have the neighbors push me out of parking spot since I couldnt back up, and use 3rd and 4th only to once again baby the car back to the lot. Final straw came today when I hear about the Takata airbag recall applying to 05 Mustangs, because they are blowing shrapnel into peoples faces? I call Westland Ford and talk to Greg again their "service advisor" He tells me that my driver side is on the recall list but there arent any available nor is there a date when they will be able to get any, and basically ends the call like that. No "we will call you back when they become available", or "we care about at least trying to help our customers retain their faces", or maybe "Hey, how is that scratch we put in your car, did they ever get that fixed"? In comes Ed Kennely Ford in Layton. Called them the second I hung up with Westland Ford and what do you know, they have 3 on stock in hand.... Nice work again Westland, thanks for checking and caring about the safety of me and my family. About 2 hours later and the new air bag inflator is in the car and they have a customer for life that lives 2min from Westland and 20min of Hill Air Force base traffic from them. Doesnt matter how far you live from westland, Drive to EKF and save yourself all the headaches I have gone through with Westland. Even the people I know at Westland take their cars 90 min away to Premier Performance to get them worked on, which should tell you a lot.

MI

Mitch Thompson

I was in the market to purchase a new truck and figured I would start at Westland Ford because they are the closest to my home. I went online and found a truck that I was interested in looking out so filled out the online contact information in order to be contacted by the dealership so I could arrange a test drive. I did this on two separate occasions and was never contacted by Westland. As I continued my research, I found a much better deal on a loaded truck at Willey Ford and Lincoln in Bountiful and ended up buying my new truck there (I would definitely recommend Willey). After buying the truck I wanted to have a spray-on bed liner installed in the truck. I figured that I would go through Westland on this (since they were closer) and ended up filling out the contact information twice more before having to call the service department myself. Ive had experience with Westlands service department in the past and should have listened to my gut instinct to not do business with them but figured they couldnt do much harm. I scheduled the bed liner and dropped my truck off in the morning. Later in the day, I went to pick my truck up and baffled at what I found. Whoever was responsible for driving my truck to and from Rhino Linings in Layton had a hell of a time with a brand new EcoBoost motor. I was told from Willey Ford that there should be no towing/hauling/romping on the motor until it had at least 2000 miles. I found that my average gas mileage was between 7-8 miles per gallon, I had lost nearly a full MPG on my overall average in the short 20 miles to and from Layton, and the radio was at half-volume (Extremely loud) when I got in the truck. I listen to the auxiliary function in my truck so whoever drove the truck switched the function, the radio station and the volume to satisfy their driving experience. I called Mike Cook who is over the aftermarket accessories and was not happy with his response. Mike said that he was not sure what to tell me because the damage was already done. In the end, I got conflicting stories about who actually drove my truck and the way it was treated. I was planning on having a Remote Start system installed in the truck by Westland but will never go back to them for even a simple oil change after the way my brand new truck was treated, but instead will drive the hour trip to Willey Ford in Bountiful. Ultimately, the responsible party for the way my truck was handled is the Rhino Linings company in Layton, however I was very displeased with the way I was treated by Ford for raising a concern and with the lack of response by their sales team.

JO

John Carrillo

This is in regards to Westlands Service Department. While I understand that these guys are quite busy, they lack professionalism and common courtesy. I have called in several times to get an estimate on a repair. The first time I spoke with Monte. He said they were swamped and assured me that hed get me a quote and call me back - he never returned my call. A couple of days later I spoke with Jim Twitchell. Jim said pretty much the same thing that they were extremely busy and that he would get me a quote by the end of the day. Again no call back. A week later I called again and spoke with Monte. I got the same old song and dance from this guy. Only this time I told him that I was scheduled to be in meetings the rest of the day and to please leave the quote on my voicemail. Again, no call back. I called again the next day and as luck would have it my call went directly to voicemail. Finally having enough of this run around, I called back and asked the receptionist if I could speak with the general manager. She said he was out at the time so I asked to speak with their most senior management staff member. The receptionist gave me the used car sale manager. I explained to the used car sale manager that I can not get any information from the service team and and proceeded to tell him how they never called me back. I also asked him to pass the information on to both his GM and the service managers. Instead he said let me have your information and I will have someone call you back as soon as possible. I dont know if he held a gun to the mans head or what but I received a call from a guy and finally got the quote I had been looking for for almost two weeks. I ended up taking my truck to Franks Auto in North Ogden and got better, faster service and even saved a ton of money by not having to pay for dealer parts and mark up! Plus I received status updates of repairs and got answers to any questions from the owner himself almost immediately instead of the fake "Ill call you back" from some old, inept service person who forgot that I even spoke to him. So goodbye, Westland Ford Service Department. You have lost a customer for life and I hope and pray that whoever reads this will take heed and not waste their time with your lousy service team. Do yourselves a favor and revamp your customer service policies in your service department so that you can retain old customers as well as attract new ones!