Norm Reeves Ford Superstore

Excellent customer service! My 2015 F150 developed an intermittent check engine light fault shortly before traveling home from LA to Phoenix. An auto parts store tried but couldn’t pull the stored engine fault codes. I contacted Norm Reeves and a service advisor, Mike, arranged for an appointment next day. The engine fault was quickly identified and the repairs were made within a few hours. Mike also identified a warranty repair and after my approval corrected that issue. Upon checkout, Mike also spent the time to research if I had any reward points to decrease the bill. Thanks to Mike and the rest of the team, We were back on the road within a day and able to get home on schedule.

I sent a text to the service department and was contacted in about an hour with available appointment times thay worked for me. I love how they send a detailed inspection report with videos explanations and initial costs. I always leave feeling like I was taken care of and that my car is safe. Mikey was great!

Do not go here to get your car, Service. It’s taking him almost 3 weeks to change the battery. Yes, you read it correctly to change a battery. Literally two bolts in yourself a favor don’t even buy from here. Go to any other dealership that will treat you right I can’t even get this dealership to call me and they’ve had my car for almost 2 weeks now.

Really good customer service. Very professional and always putting customers first. If you have a problem or a question they are always there to give you a hand. Thank you very much for all the help not only me but to all your customer. Really appreciate everything you guys put to the team.

I had a great experience at Norm Reeve’s Ford in Cerritos, as it was Rudy and Matt who helped me through my process. I absolutely will return because of them.

We visited this dealership twice while shopping for a Ford F-250/F-350 or GMC Sierra 2500/3500HD Denali Ultimate and were fully prepared to purchase the right truck. Our first visit was underwhelming. The salesperson was polite but knew very little about the vehicles and relied heavily on his phone to answer basic questions. More surprisingly, we were never offered a test drive. By comparison, the GMC dealership down the street had us driving a truck within minutes. We returned after being referred to a different salesperson. This experience started much better. We finally test-drove a truck, and the salesperson was professional and courteous. Unfortunately, things changed when we began discussing a 2025 F-350 King Ranch with approximately 4,600 miles that was being advertised as “NEW.” Initially, we were told the truck had been repossessed after the previous owner installed roughly $15,000 in upgrades. Later, when we spoke with sales manager Kia, we were given a completely different explanation: the truck had actually been stolen from the dealership and later recovered. Kia further claimed the dealership had reimbursed the individual responsible for the upgrades. The story made little sense. According to Kia, the truck was stolen, the person who installed the upgrades was never the registered owner, and yet the dealership reimbursed that person approximately $15,000 for the modifications. Regardless of which explanation was accurate, the vehicle had 4,600 miles, visible cosmetic issues, and a highly unusual history. When we asked whether there was any flexibility on MSRP given those factors, Kia became visibly upset. We were simply trying to have a reasonable discussion about value and depreciation. We never made an offer, yet he abruptly stated that he would not sell the truck for $80,000—a number neither of us had ever mentioned. He then shook our hands and walked away from the conversation. I briefly pointed out that the mileage, theft history, and cosmetic imperfections made it difficult to justify paying full MSRP. That only seemed to aggravate him further. As we were leaving, we observed Kia complaining about us to members of his sales staff, specifically mentioning that we had pointed out peeling vinyl on the running boards. If a vehicle is being marketed and priced as new, why wouldn’t a buyer mention visible defects? The most disappointing part of this experience was not the truck itself, but the inconsistent explanations and the unprofessional behavior from management. The salesperson we worked with during our second visit was courteous and helpful, but that positive interaction was completely overshadowed by the sales manager’s conduct. This is not a Ford-versus-GMC issue. We visited multiple dealerships during our search, and the difference in professionalism and customer service was night and day. If you’re shopping for a truck, I would recommend looking elsewhere. Based on our experience, the explanations were inconsistent, the pricing discussion became unnecessarily confrontational, and management’s behavior fell well below what customers should expect. I welcome dealership management to respond and explain or dispute any of the factual events described above.

Truly one of the most dishonest dealerships I’ve ever visited—and as a car enthusiast, I’ve been to far more dealerships than the average buyer. The store manager, Kia (if I’m spelling his name correctly), was the primary reason for this review. To be clear, we were not window shopping. We knew exactly what we were looking for and were fully prepared to purchase the right vehicle. We are currently in the market for either a Ford F-250/350 or a GMC Sierra 2500/3500HD Denali Ultimate, which led us to visit this dealership. We visited twice. On our first visit, we asked to see a few trucks. The salesperson was polite enough, but he knew very little about the vehicles and repeatedly relied on his phone to answer basic questions—information we could have looked up ourselves. More notably, we were never offered a test drive. By comparison, the GMC dealership down the street had us behind the wheel within ten minutes of arriving. We returned a second time after being referred to a different salesperson. This experience started off much better. We were finally able to test drive a truck, and the salesperson was professional and courteous. However, the information we received about the vehicle quickly became questionable. We were told that a 2025 F-350 King Ranch with approximately 4,600 miles had been repossessed after the previous owner installed roughly $15,000 worth of upgrades. The truck is currently advertised as “NEW.” Naturally, this raised concerns because if the vehicle had been previously registered to an owner, it would not typically qualify as new under California law. We were then handed off to the sales manager, Kia, to discuss pricing. From the moment he approached us, his demeanor was unnecessarily aggressive. During our conversation, we asked about the mileage and were then given an entirely different explanation. We were told the truck had actually been stolen from the dealership and later recovered. Kia claimed the dealership had reimbursed the individual responsible for the upgrades. That explanation made little sense. According to him, the person who made the modifications was never the registered owner, the truck had been stolen, and the responsible party for the upgrades, THE THIEF, was directly reimbursed $15,000 for the upgrades by the dealer. The story simply did not add up. Regardless, we attempted to move the conversation forward and discuss pricing. Given that the truck has 4,600 miles, visible cosmetic issues, and a highly unusual history, we asked what any reasonable buyer would ask: whether there was flexibility on the MSRP. That question seemed to trigger an immediate and disproportionate reaction. Kia became visibly upset and began raising his voice. We were trying to have a straightforward discussion about depreciation and value. At no point did we make an unreasonable offer. In fact, he abruptly stated that he wasn’t going to sell the truck for $80,000—a number neither of us had ever mentioned. He then shook our hands and walked away from the conversation. I briefly pointed out that the mileage, theft history, and cosmetic imperfections made it difficult to justify full MSRP. That only seemed to anger him further. As we walked back to our vehicle, we observed him complaining about us to his sales staff. He specifically mentioned that we had pointed out the peeling vinyl on the running boards. Of course we did. If a vehicle is being marketed and priced as new, why wouldn’t a buyer mention visible cosmetic defects along with the other concerns? Complete unprofessionalism- throwing a tantrum with his sales guys. The unfortunate reality is that Kia has neither the temperament nor the professionalism that customers should expect from someone in a management role. I’ve spent most of my life purchasing imports, but my husband wanted a truck, which is what brought us here. What surprised me most was not the vehicle itself, but how poorly the dealership was managed and how differently we were

I have to say I am extremely disappointed with this dealership and the level of customer service I experienced today. My family and I have purchased over six vehicles from this dealership over the years, which makes this experience even more frustrating. I spent about 20–25 minutes walking around the lot looking at vehicles, and not a single salesperson came out to greet me or offer assistance. I honestly started wondering if the dealership was even open because there was no one outside. I eventually had to walk inside myself, only to find several employees standing around on their phones and talking. What’s funny is that as soon as I walked inside, suddenly everyone decided to come out. It was around 5:15 PM, so there was really no excuse. As a loyal customer who has spent a lot of money here over the years, I expected much better treatment and basic customer service. I sincerely hope the Sales Manager addresses this issue ASAP because this is not the experience customers should have when they are ready to shop for a vehicle. Unfortunately, after today, it looks like Montebello Ford will be getting my business instead.

Love the mobile service, very convenient. Always prompt to reply to calls and texts. Very thorough.

Helpful and communicated options well so that I could understand what I was getting into