West Hills Ford

DO NOT buy from West Hills Ford. They sold me a defective new Ford Transit. When I asked for help, General Manager Clayton Crittenden refused to help and sent me to Ford. Terrible customer service. No support after the sale. I do not recommend this dealership

West Hills Ford Mazda** **Purchased a vehicle on Saturday, June 6th, and this has been one of the most disappointing dealership experiences I’ve ever had.** During the test drive, I noticed the infotainment system was booting slowly. The salesman told me it would “get better the more you start it” and blamed it on low voltage. Once I got the vehicle home, the issues became much worse: - Infotainment system freezing and rebooting - Backup camera not working - Navigation not working - Radio audio randomly screaming loudly, then going completely silent - Passenger door rubbing and making a loud grinding noise when opening This car was meant to be a gift for my daughter, but absolutely not in this condition. I brought the vehicle back the **very next day**, and today the service manager, Nicholas, called to tell me **nothing would be fixed**. He said I would be responsible for a **$219 diagnostic fee** plus all repair costs. He even implied that they sell “bad cars” and that I should never buy a used vehicle from them. I also purchased a warranty through the dealership, which apparently covers **none** of these issues. I’m now waiting on a call back, but based on how this has been handled so far, I **HIGHLY discourage anyone from buying a vehicle here**. I’ve purchased **three vehicles from West Hills in the last two years** and even have service contracts for two of them. After this experience, **never again**. The most frustrating part is that I **specifically told the salesman** I believed the infotainment system wasn’t working properly before buying the car, and it was brushed off. This is not how a dealership should treat returning customers.

Buyers Beware…After doing our loan agreement and even amending paperwork days later the Finance Director Magdy Boules then sent a whole new fraudulent/forged loan agreement to the bank. He e-signed our signatures and even crossed off dates on warranties (that we had already asked to be canceled) with new date to make it look like we bought the vehicle a whole week after taking possession. He has denied any wrongdoing via email and even said the bank has what we had “amended”. Which is a huge lie. Clayton the General Manager also likes to not respond to emails about any concerns, but will respond to a BBB complaint only to try to keep dealership reputation from looking bad.

Beginning with my first communication with West Hills Ford, it became immediately apparent that I was going to have an extremely poor customer service experience. From the very beginning, I clearly communicated to the salesman that I desired to purchase a specific model (F-350), and yet, I continually found myself being steered toward purchasing different models that were currently available on the lot and didn't meet my needs. In terms of pricing, I was simply given some quick numbers displayed on a screen, but no written quote was ever given to me. I had to ask several times before I even received a simple break-down of the costs involved. When I finally received a breakdown of the costs, it was simply a sheet of paper showing my monthly payments for the vehicle and a handwritten note stating that they were unable to give me a quote. The biggest problem with the trade-value of my old vehicle was misrepresented. The salesman originally told me that my trade-in would be worth $26,000. However, when I looked at the quote, I saw that my trade-in value was actually $23,701. And instead of reducing the price by the $2,299 that was missing from the original estimate, they decided to reduce the price by including the Washington State Tax Credit. Those are two completely different things. I was also told that the dealership could offer me "invoice pricing" which I believe refers to the price that the manufacturer sells the vehicle to the dealership for. Unfortunately, the quote I received was not representative of this pricing structure, and the numbers that I was quoted were not competitive with those that I had received from other dealerships. Communication with West Hills Ford has been inconsistent. I received an e-mail from the sales manager of West Hills Ford that was signed in the name of the General Manager. While this may be the normal procedure for signing emails, I never received a response back. During the test drive of the truck I was interested in purchasing, the salesman made completely unnecessary and unprofessional comments regarding disabled veterans. He stated that he has trouble with disabled veterans claiming disability when he believed that there is nothing wrong with them. Regardless of his intentions, these types of comments should be concerning to a business whose primary demographic is comprised of military personnel and veterans. Comments like this do not help to build trust or confidence with your customers, especially when many of your potential customers are part of the military and veteran community. For reference, I have previously purchased two new vehicles from West Hills Ford. However, after experiencing the horrible service during my most recent visit, I went ahead and purchased the vehicle from another dealership that gave me clear and accurate written pricing and a much more streamlined and professional process. If you are considering doing business with West Hills Ford, I would highly recommend getting everything in writing, thoroughly examining all numbers associated with the transaction, and being prepared to continue asking questions and seeking clarification.

Fast , friendly service when I was in a pinch with a nail in my tire! Thank you and your team for the great work!

I had a simple oil change appointment today. I found the staff to be polite and informative. I was happy with my service advisor Josh Ruschman as he was very accommodating.

Service Advisor Caitlin H. did exemplary job with straight forward communication regarding recall service & maintenance time frame. Kept us updated every step of the process, always a pleasure to work with Caitlin. Shout out to Scott & Collin shuttle drivers for West Hills Ford Service - smooth, safe drivers. Thanks again to the team @ West Hills Ford.

Job done as agreed. No unplanned changes or not agreed to extensions in time or cost

Great experience at this dealership service center. Keanu was knowledgeable, friendly, and very helpful. It’s not the closest Ford dealer to me, but I’ll go the extra miles to come back to this place!

Caitlin and Baer both have always taken great care of me any time I come in to the dealership. They're thorough, kind and thoughtful and explain everything perfectly.