West Hills Ford Auto Repair Service

Great job

Max greeted us very professionally, listened to our concerns, and made us feel we were getting the best possible service. You have an outstanding employee in this young man. He delighted us. Dan Fowler ****-****-xxxx.

I was happy with the speed the replacement was done. Overall it saved me time.

Max has been great throughout this process. He always keeps me in the loop of what’s going on with my vehicle. Very respectful and polite. Max is a strong asset to your service advisory team.

Very unhappy with the quality of repairs done to my truck especially after it was in the shop for over a month! Expressed my dissatisfaction to the service manager and was told that they done exactly what Ford suggested and there was nothing more he could do. I’ve filed a complaint with Ford Customer Care and have had the truck in to another Ford dealer for inspection. During the inspection, it was immediately noticed that one fender flair isn’t even installed correctly (causing it to be pushed out away from the truck), there is double-tape exposed between the front fender flares and the fenders which has to be corrected, and the passenger airbag cover is bent (which was replaced during this same visit) and not even tight to the dash as it should be. Both front fender flares will have to be removed/fixed/repaired again and the airbag cover will have to be removed and replaced again. I was extremely disappointed with the very poor quality work done by your service department and am still shocked by the complete refusal by the Service Manager to even acknowledge the work wasn’t done right and to not even offer to correct things. Instead, I was told by Jon that he had done “exactly what Ford had told them to do and there was nothing more he could do”. He also stated that “if I wasn’t satisfied that I should take my truck to another Ford dealer to see if they could fix it any better”. I asked him for the phone number for Ford Customer Care which he did provide to me. This all happened on a new truck with only 5,000 miles on it. All covered under the factory warranty..... Ford Customer Care apologized for my experience and told me to definitely take it back in to get these problems corrected. They even offered to refer me to another Ford Dealership to get this done. They also said they would be following with you regarding this situation. I am very disappointed and frustrated by the poor quality work which was done, the lack of communication durning the month my vehicle was there, and the horrible customer service at the end. After purchasing such an expensive vehicle from Ford Motor Company, I certainly had much higher expectations and trusted that my service needs would be taken care of and that I would be treated with respect and as a valued customer. I tried to be patient during the 4 weeks of delays and poor communication. But everything changed when I went to pick up my truck, only to find that things were not completed correctly, problems still existed that needed to be corrected, and I got totally shrugged off and turned away by the Manager of the department. I sincerely hope that this is an isolated incident and that other customers do not get treated like I was. I have owned a lot of vehicles in my lifetime and have NEVER had an experience as poor as this. Thank you for listening and please make some changes!

I specifically asked to have my windshield washer fluid filled and you said it would be done. I got my truck home and found it wasn’t filled.

Max was great to work with

The staff was friendly, but gave me a one hour estimate and never bothered to update me on the delay. Delays are a nuisance, but understandable - especially when the service rep updates you. My rep did not update me until it was finished at the two hour mark. Literally double the time with zero update, leaving the onus on me as the customer to either hunt him down or just wait. That should not happen again - it makes me feel it’s because I bought the service package. Should I warn others not to purchase the package? I’m not sure.

Chelsea was great

Kelsi is an excellent service advisor. Very professional and friendly as well as knowledgeable.

Thank you so much Max! You once again made my visit smooth and very pleasant! ; )

Thank you

Outstanding job, even without computers and phones, everything was done outstanding! Thanks

Sarah did an outstanding job.

Vehicle had to go in multiple times to install a remote start system. Should have gone to another vendor and had the right part installed in only one visit.

Sarah was great! Truck was a little dirty upon return, but Sarah’s customer service through my repair more than made up for it.

Max is awesome!

Actually, Max was a highly dedicated and completely service oriented professional. I was surprised given (what I learned was) his age. Please extend our complinents. Art Rorh

Yes he did an oil change. Thank you

Good quality service, always getting my issue resolved promptly.