West Hills Ford Mazda

Reviews 3

GL

Glenn Carrier

I will not do business again with this company because of the very poor customer service we received from your service department. On Wednesday, we called you when my brakes went out on my car on the way to work (scary I know) and yes I have my car regularly serviced which I dont know how many times we had to reiterate that point. You instructed us to have our car towed there vs. Hyundai so we did "you bought it here we will fix it here". Well by Friday you couldnt figure out the problem because finally you admitted that you honestly dont have the technology to read the codes that my car is sending and after a lot of going back and forth about warranties and other peoples work on the car you told us that it would make more sense to have it towed to Hyundai. Hmm....I think based on your earlier instructions, you should be towing my car and covering the cost, but no we did all the running around. So Friday I come in personally to pick up one of my fob keys and inform Bill Sharp that yes we will have the car towed first thing Saturday (next) morning. He wasnt going to be in so he gave the other fob and instructions to his associate Brian(?). Well Tow truck #1 showed up as scheduled and couldnt find our car, we instructed him to go into your service department where you have our key fob and get help, and he did. I also personally called your service department and was put on hold, transferred, put on hold, transferred, put on hold and then transferred finally to someone in your service department where I stated that the tow truck is there and I want confirmation that he has picked up my car. Well I got confirmation and was told everything was good. 30 minutes later our insurance provider is calling stating that the tow truck driver did not pick up the car because it couldnt be located. This time we went down in person and were helped by "Brad" who in the middle of my questioning takes a call at his desk. Really?! During which Brian peeks around the corner to say yeah the tow truck driver couldnt find the car and left but is coming back. Ok, so I call the tow truck driver and asked him a couple of questions, come to find out YOU couldnt find my car and YOU blamed the tow truck driver and NO the tow truck driver wasnt coming back until I went through my insurance agent AGAIN. Really?! So during this time I confronted Brian on his misleading information and now the story changes that yes none of them knew where my car was parked and they have found it now so he "didnt know what to tell me". What kind of customer service is that? The whole time keep multitasking and do not give an upset customer you undivided attention...Good Job! I hope that you all learn to provide better service to your clients, because you have lost yet another client that will not let this go. Brian - Tell me your sorry that this happened, or Im sorry we screwed up, or what can I do to make this right?. Stop over promising and under delivering and own up to your mistakes. BTW - after 5 hours of this crap, sitting in the parking lot for the last 1 1/2, we finally got tow truck #2 out there and made sure that my baby got to the other dealership safe and sound. Again, really?!

RA

Ray Anderson

We purchased a 2015 Flex from Mid Valley Ford in Oregon. After a year we were cleaning the inside and discovered the carpet was soaking wet on the passenger side rear floor. We didnt find any other wet spots on the floor, front or back. I called the dealer and they said it was a warranty issue and any Ford dealer could work on it. They suggested that it could be the drain tube from the sun roof because of the location of the water. Mid Valley also said that we should get a courtesy car to drive while the car was being worked on. We left the car at Westhill after describing the issue. We were told that Westhill doesnt participate in the courtesy car program but that they could rent us a car. The service adviser we worked with was Chris. After 3 days Chris couldnt tell us where the leak was coming from. He said the front seats are out of the car and the carpet had been removed to dry and he would call by the end of the day with an update. He didnt call. on the 4th day we called him and asked for an update and why he hadnt called back. He said he was waiting for info from the techs and repeated that the seats were out and the carpet was drying. At this point, he offered a courtesy car. My wife went right over to get the loaner. She asked about the car and the story of the seats and carpet being removed was repeated. She asked to see the car and Chris reluctantly agreed. When they got to the car, the seats and carpet were still in the car. Chris then threw the techs under the bus and claimed that they had told him the carpets were removed. She took the loaner and left. When my wife told me about her visit I decided to go over and see Chris. I was there within 30 minutes of my wife and Chris repeated to me that the carpet was out of the car and hanging to dry. Another obvious lie. He told me that they had found the leak at a broken body seam. He said the Fords frequently had the body seam issue. They were going to let the carpet dry for the weekend and make sure there were no other leaks. I called and asked for Chriss manager and was told that he was on vacation. That Monday Chris called my wife and said the car would be ready by 4pm. She asked about the carpet and he told her the padding from under the carpet was hanging to dry near his desk. She asked how the padding could be out without removing the carpet and Chris told her "oh, they have ways". We have only had the car back for 1 day so Im not sure that the car is repaired. If it is, I would raise my rating a star or two for the work that the techs did. As free and easy as Chris lied to us, I have to think it is his common practice. My first choice for a new car was a Chevrolet Tahoe. I went with the Ford because my close friend has been with Ford for many years and I wanted to do business with him. He and his partner in their dealership were horrified at the things that I told them. I could have easily went with the Chevy. They suggested that if I need further help with the issue I should go to Titus-Will in Tacoma. Ive always tried to do as much business as I can local but you cant trust your neighbor when he lies to your face.

D

D Z Z

*Sorry for late review, they wont UNSUSCRIBED me from their spam so it reminded me to do this. Even though I was overcharged, the sales experience was seemingly smooth and professional. My dissatisfaction stems from the post buy care that I received. After spending 45k on the nicest Mustang in the lot, I was ignored and given the run around. My back shaker system had a chirp sound when I first bought the car, my salesperson Ray said I could bring it back no issues if there is a problem, he also told me when I bought the car in spring, that come winter time he had a spare of winter tires for me, which is typical when you pay full MSRP for a vehicle, come December I tried to cash in on the fixes, my speaker up front with my premium sound also blew, and I dont even have the volume at max. This is not the dealers fault but they are responsible for scheduling and repairing items which are covered under the bumper to bumper warranty. I talked to three different people and one on the phone and was assured it would be fixed before j left to move or at least the parts ordered. When I was fed up I called the ford dealership in the town in moving to. The master technician emailed me 2 HOURS LATER and scheduled a meet in person to fix whatever is wrong with her. I am very unimpressed with this dealership who took my money but has no customer service skills, as one of the managers when he called me just blamed it on the receptionist and didnt offer any solutions. Bring your business to people who care