West Hills Ford Auto Repair Service

I made an appointment to have my AC looked at and to get the cover for my sunroof looked at/fixed since it wasn't closing. When I called to make the appointment I was asked if I had ordered the part for the sunroof/moonroof. I called because I didn't know what was wrong with it, I had no idea what part was needed so no, I did not order this part that I somehow was assumed to have known what it is was. fast forward to I dropped my car off the night before, left a time I was going to call and wrote on the paperwork not to look at the AC and that the broken piece of the cover was on my front seat. I also wrote that I would call at 2pm to see the status of my car. The appointment was for 730am. I called at 2pm, left a message. I then called every half hr after that to figure out if I could pick up my car or not. I never received a phone call, after 5 attempts of trying to reach someone as well, so I went to the dealership. There were 5 guys standing around chatting. When I started talking with Cole he stated he just got thrown the paperwork for the sunroof cover so wasn't sure what was going on. THen he said he couldn't find the mechanic number to figure out who did the assessment. He said he had called me back, at 430, and left a voicemail on my work phone. I informed him that I got off work at 4pm, and needed a status on my car quickly because I needed to pick up my son from daycare. He fumbled around, wasn't sure, and proceeded to tell me my oil change was complete. I never requested an oil change. It wasn't on the paperwork I submitted either. They performed an oil change that was not part of the scope, but didn't have the information for the sunroof cover (the main reason my car went in), because as Cole had said he had just gotten the paperwork. For an appointment that was scheduled at 730am. and it was 430pm when he got the paperwork. He said to leave the car there for the next day and they would look at it again (he also asked me what was wrong with the sunroof cover, something he could have called to ask me about any time during the day, instead of 9 hours after the appointment was supposed to happen). The next day I checked my work email with an email that stated that the parts alone would be about 1800 dollars, not including parts. I listened to this voicemail after being told they weren't really sure what was going on with my sunroof, but was still quoted as 1800 just in parts. So go further along in the day and I received a phone call at around 1pm, stating that it would be about 1800 altogether (labor included) and what was wrong with it. I asked if it was covered under my extended warranty. He said he wasn't sure (something I feel like should have been checked in to already) and would get back to me. 2 hours later I received a call to say it was, but to pick up the car and they would order the parts and schedule an appointment for the future. I went in to pick up the car and to make another appointment and was then told they couldn't find my paperwork at the time to make a new appointment, so they would call me back the next day. I never received a call back, so I called to make the appointment and leave a message. Finally got a call back the next day. Once that was all done, I brought my car in the day it was scheduled and was fixed that day, without a hitch. This was on the 13th. I was with my dad this past weekend and he kept pointing out that my car smelled like oil. He finally said we should take it in to an oil changing place, so we did. They informed us that the oil filter was not tightened and was leaking around the seal, which makes sense because where I park it there are not oil stains on the cement. So out of my unnecessary oil change (which I had just received an oil change about a month prior to, and the mileage for required oil change) stayed at 77k for both oil changes, resulted in oil stains in my driveway. The most frustrating thing for me though is that every time I call no one ever picks up the phone. Even when I go in there no one will pick up a ringing phone. it makes it impossible to want to get a vehicle serviced here because you will never get any service.

Always a pleasure having service here. Keep up the amazing work!

Great service

just right wish you were a little closer port townsend!

Appreciate the time Cole took to explain the areas that need attention soon and the vouchers for the kids and I to enjoy the cafe during our wait. The play area and TV were a big hit with the kids too! Thank you!

Could not update system. Took eight hours for a 50,000 mile checkup. We bought this car from you new and never even got a call or email asking how we liked the car. I would not recommend your dealership to anyone. Very unhappy with your dealership.

Very efficient and work completed in a timely manner

I came in about 1:20 for my 1:30 oil change. I had a couple of questions since I made the appointment that the advisors were nor able to answer and I had to make an another appointment for the end of the month for them to be addressed. I was told it would take an hour to an hour 15 minutes to complete the oil change and tire rotation as well as the vehicle inspection. At about 3:45 I was finally able to talk to the service advisor. She apologized for the delay and said they had just given her the paper work. I was then told that the air-conditioning filter needed to be replaced. It's been a long time since I worked at a service station, late fifties early sixties. At those stations we inspected the car before doing any work and told the customer what was needed. We didn't tell them what we found wrong and didn't correct. I asked if it was possible to replace the filter while I was still there. I was told it could be done in about 10 minutes. I received my car at 4:01 p.m. I was told that on my next visit the wipers and engine air filter should be replaced. When I looked at the inspection report it appeared as if the wipers were marked in the red. If we had not purchased the maintenance program we would seriously be looking to have the car serviced somewhere else. **** M

Very professional and competent.

She did great, went out of her way to make sure my son and I had transportation available so we wouldn’t be stuck at the dealership for hours. She went above and beyond the scope of her duties and it’s was greatly appreciated.

Poor service

My wife, Juliana Wesner, spent more than four hours waiting for a simple oil change on a three month old CX-5. And this was a scheduled appointment. That is an unacceptable level of service.

Was completely satisfied for the efforts of Chris Waggoner, however delays due to wrong parts coming in and having to contact insurance for modification of original estimate took a while. Overall, went well, but just had to wait a few extra days. Chris was great and kept me informed. That provided me with a decent sense of trust with him.

A letter is on its way.

I dont remember the customer service ladys name but she was very nice and helpful. She was friendly and kind customer service needs more like her forsure

Cole was very helpful and nice. I appreciated his time! Thanks!!

Great customer service from start to finish, from when I drove in , to my assignment to my service rep and then the one on one with my service rep,Brian. Brian took the time explain the check out sheet. I had an item in the yellow column of which he did a great job of explaining. All members of the team I encountered today were engaged with taking care of the customer. Stacy who greeted me as I entered the garage, to Brian to the barista who make my coffee. Thank you for making me feel like you care!

I was not a happy customer. It has taken two years to have this recall done and it wasn’t because of anything on my end. The women I dealt with today made calls to people as I stood there waiting to be check in. I was told 2 hour to two and a half hours for the repair. Through out my waiting my advisor was never in her office to answer questions and no other person could answer a question, like can I have an update on my car? I said when I checked in that I had an appt at 2:15. I told my advisor I was leaving to have lunch when I got back I aske a young gal with a clip board to check on my car I did not hear back so I had to go looking for her and then I saw my advisor who I asked for an update I didn’t hear back so I went looking for her and had to ask another advisor where she was. She was across the way in another office I was told my car was not done and they were working on it. At 2:00, 3 hours after my scheduled appt I was told that recall repairs are work in around other cars, what’s the point of an appt time. When I ask my advisor how much longer she says at least another 30 min we’ll now I’m having to cancel my moms appt I was suppose to be at. My advisor says she will get me a rental car. Fine, then the wait for the shuttle, and the rental car paperwork. Both the shuttle driver and the rental car agent commented when I told them about my frustrations with how long I’ve waited for the repair that recall repairs are usually an overnight or a full day repair. I should have been told that when I made the appt and certainly when I dropped the car off. Your customer service is lacking customer service. Everyone there should be willing to help in some way shape or form. I will never bring my car back and I will not recommend you to anyone.

Awesome service! Don't change a thing!

I didn’t get any updates as to status of car, had to call after timeframe I was given ended. Got transferred three times to end up in voice mail. Felt as if I was talked to like a little old lady who didn’t know anything about cars when I dropped it off and picked it up.