West Hills Ford Auto Repair Service

John I a such a great service manager. Very impressive. I am speaking of his customer service. Perfect, and second to none. He got an unnoticed scratch on my new Mustang fixed in about 4 hours and redetailed the car too. Excellent job going above and beyond. Also, Kelsi in the service department is a pleasure to work with. She actually ran to my vehicle to get the mileage before checking it in. Smiling all the way. WOW!!! I will buying at Westhills Ford again. Thank you all for what you did for me on my new 2020 California Special Mustang purchase. Dave

Not sure Ford is for me.

I love West Hills. The customer service is outstanding. They're friendly, kind, patient, and very helpful! I love the fact that they remember their customers! I highly recommend!

It was really hard to get through to the service department with the phone transfers and I left multiple messages, but once I got through to Colin his communication was great, and his attitude courteous. I am more inclined to give the service dept more business and recommend it to others because of his efforts.

Thanks

She kept me informed, was very efficient & pleasant.I will feel confident to call her in the future.

Your mechanics have always been awesome. There is zero reason that a customer should not be able to call in after a day or two and figure out the status of there vehicle. I dont care if you are still troubleshooting or there are people in line ahead of me. I understand, its good to be busy. Just return a call in the same day or next after many requests and say sorry still trying and we are at whatever point. If you tell a customer you will have a "service manager" call back then do it within that day or next day. For the lack of customer service I will not be returning. I will take my chances at a smaller shop where customers still matter and it isn't big business where you are more worried about a yelp review than the outcome. For a small salary you could hire someone to cover the service managers when they are too busy. Add it to my bill, most people prefer customer service over saving a buck.

My service advisor, Pam, was super friendly & helpful!

I had a flat tire, and had to devote my whole day to my car. Scheduling and having the work done was honestly the least stressful part of the day. The service was professional, friendly, and we enjoyed some free beverages. I got updates by phone so I didn't wait around the dealership all day, and only had to sign in and sign out.

Brenda worked very diligently to ensure my vehicle’s problem was addressed, and that I was satisfied with my experience. She’s an A+ asset to your dealership!

Kelsi is WONDERFUL!!!

Dishonest recording of the rattling noise identified by your tech indicating that I was the one making that assertion. Was asked to bring my truck back to fix that rattling noise to give time to bring in the parts needed. I drop of my truck Monday night for a 2-3 fix only to be called before noon the next day informing me that the rattling noise was fixed the first time I dropped off the truck for a check engine diagnosis and an oil chance. 1. Why am I told by two service advisors that we have to say the customer report the rattling noise when it was your tech who identified this issue? 2. Is making false reports commonplace with this server dept.? 3. Why didn’t you know that the rattling noise was corrected when repairing the check light issue as I was told by Kelsi today? 4. Why wasn’t there an apology for having me drop off my truck for no reason? 5. Should I trust a dept who appears to coverup mistakes with fabricated reports instead of being honest? I’m not angered by all of this because anger resides in the lap of fools. What’s your initial response from my response?

Ok

I enjoy coming in and dropping my car for servicing especially when I see Colin Arper. He's friendly,efficent, and his service team takes great care with my Maxzda CX5. We appreciate all that you do. Thank you.

It a call. They left a message. I called back. No return call. I called back again a hour later. Had some issues with my truck. Would of had them fix them if it wAs earlier return call. Need truck for work. Couldn’t leave it another day.

I was very happy with the way the service rep (Pamela Richards) took care of me and my vehicle. She came right out as soon as I pulled up, checked the vehicle in quickly, and checked up on progress. No issues with her performance or the way she treated me. My problem is with the mechanics who performed the oil change/tire rotation. Before I even pulled out of the parking lot, I could hear something odd but I thought maybe there was something in the back of my truck (there wasn't). Later when I exited the highway, I could hear something obviously dragging on the ground. I looked and could see the skid plate that has to be removed to drain the oil hanging down onto the road. The front 2 fasteners were not installed allowing the skid plate to hit the highway. It then folded under itself at highway speed and drug, tearing it up. I had to crawl under the vehicle to remove the rear 2 fasteners and remove the skid plate the rest of the way and return to the shop. Pamela Richards tried to be helpful but the 2 mechanics who worked on my truck were there insisting that they did everything right. They initially said they did up all 4 fasteners and the vehicle is just old (2013). Later they said 1 of the front fasteners was missing (no mention of that in the inspection report). The final resolution was to reinstall the tore up skid plate and send me home. This is not the condition that my truck was in when I brought it in for the oil change so I'm not sure why this is what I get returned to me. This skid plate is more for sound dampening as well as a heat shield to prevent the catalytic converters from causing a grass fire.

N/A.

Both members of your staff who assisted me did an excellent job!

2 hours for a oil change is unsatisfactory,especially dince we had an appointment. Price was to high,waut time was way to long.

John provided outstanding customer support !