West Hills Ford Auto Repair Service

My experience at Ford was somewhat frustrating. I was checked in quickly which was nice, but I was told that I would be getting a diagnostic on what was wrong with my car, which I waited at the dealership five hours for, and still never received a diagnostic. after sitting at the dealership for five hours, I finally found someone and asked if they could tell me what was wrong with my car. They then told me I had to talk to my service representative who checked me in... I was getting frustrated because I saw everyone standing around doing nothing. A manager came up to me and said she would go figure out what was wrong with my car. She then comes back to me and says we usually need 5 to 6 hours for a diagnostic. Again was never told that from the beginning. After expressing My frustration, I was then quickly shoved into a rental car, which the rental car was the complete opposite type of car then what I originally drive. It was fit for a family of six. I drive a Ford focus and they gave me a Ford Expedition. I was told that the rental was covered by warranty but had to pay 16.99 a day for insurance on the rental and an 100$ safety deposit, to which I was never told... Not to mention again it was a huge car to which I commute back-and-forth 60 miles a day to and from work which I also had mentioned.. let’s just say gas was not cheap. Still never received a diagnostic, until I personally called the dealership the next day and ask what was wrong with my car and when I’ll be getting it back. As a paying customer I should not have to call the dealership and ask what’s wrong with my car. I should’ve been told before they stuck me in a rental. A few days later I get a call saying my car is done. So I ask the person who called where I return the rental to they told me I need to take it to enterprise and when I drop it off at enterprise they will send a shuttle up to get me. When I arrived at enterprise... they told me I had to take it and drop it off at the dealership.... so I take the car to the dealership... and the dealership told me I was supposed to drop it off at enterprise. Luckily the dealership let me keep it there and I was able to pick up my car and leave. I feel as if there was a lack of communication and that needs to be worked on. I honestly don’t think I’ll be returning to Ford anytime soon for any further work on my vehicle. I’m grateful my car is fixed but it was more stressful than if I was to just go to a shop. Luckily it was covered by warranty otherwise I would be raising more of a stink.

Ms Acker was professional and spot on regarding the time frame for the work to be completed. When the system didn’t allow her to print out additional info re: the maintenance of my vehicle, she went ahead and wrote down the information on the invoice. She was excellent.

Kelsi is very helpful and friendly. Great service.

Excellent...

Kelsi was very helpful and professional. She knows what she’s doing!

Both Brenda and Caleb were a pleasure to work with. It was also exceptional to be able to speak directly with the tech post service.

Great service! Thanks for all the help. Nick

My vehicle was fixed by a software update to the Sync system for which I was charged over $200. I have since learned this is available for free as self installed software. After the shop service, while the radio now works, the touchscreen is 180 degrees turned vs the display. Buttons are not lined up to the position on the screen where you need to touch. It will have to be redone if possible. Website won't help my update Sync because its now up to date.

Colin was kind and explained everything to me that was done to my car. He offered refreshments which was nice.

Quick and easy.

Performance is nothing short of OUTSTANDING !!!!

Well taken cared of thank you

Kelsie & the service team worked hard to fix our problem.

Kelvin was very committed to ensuring the repairs were done completely and that I was satisfied with the service.

Staff met all expectations. Good job!

Always great service!

They DID NOT VACUUM MY FORD AGAIN. DON'T SAY YOU WILL IF YOUR NOT. NOT COOL!!!!!!!

I dropped in for a minor repair. I was taken care of immediately and the repair was performed. It took a little while as expected. I was impressed by the steps that were taken to observe social distancing. Thank you!

Everything was good

Colin was very professional, he had paperwork done in record time at the beginning and end of process and my car was serviced and done very fast also. Very pleased from start to finish