Norm Reeves Ford Superstore

I came here to sell my car after receiving calls and texts from the dealership to come in for an appraisal. There were a few mishaps that had initially happened as I came in over the weekend when the regular managers were not in. I was called by the manager the following day to review what happened and he was quick to have me come back in so they could make it right, which they absolutely did. They kept their word and the original deal they offered me just out of good faith. Although we were initially upset with what had happened, the way they were quick to contact me to rectify the situation and hold their end of the deal, shows what kind of dealership they are and how they were willing to make things right. That to me, is more important than any initial mishap. Huge thank you to Dan, and Amir for their efforts and offering for me to come back in, I truly appreciate it and hold you both in high regards for how this was handled.

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.

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.

Great service and fast delivery, Daniel was able to get my car so fast. Also, he recommends to me what i should do for next visit

My overall experience was great, I walked in know exactly what I wanted and Robert (salesman) was very knowledgeable and helpful. He was able to answer all of our questions and we left with a great deal on our ford explorer. The dealership itself has a great inventory.the finance manager was also great when it came down to the paperwork . I strongly recommend Norm Reeves :)

Great experience. Very professional. The maintenance and repairs were completed when promised. The Norm Reeves employee that assisted me was excellent in his knowledge and professionalism.

Norm Reeves Ford delivered an excellent experience. Rafael was outstanding—professional, attentive, and made the whole process smooth, with truly top-tier customer service.

Simple and easy leasing experience. Jaeda helped me get the right car with the terms I wanted. I would recommend NR Ford to others

Exceptional phone communication making an appointment. Phones calls returned and service as promised. Everyone at this dealership was at the top of their game.

Great car buying experience. Josh was professional yet easy to talk to. He helped me find exactly what I was looking for. It was like saying “yes to the dress” except it was yes to the right truck ! I’d recommend this dealer for a smooth car buying experience.