West Hills Ford

Took my car to the dealership to fix a battery issue, that part went fine. While they had the car they did a lookover and recommended the 50k mileage maintenance and to do so would keep the car with them a few extra days. I agreed and paid for a rental car in the meantime. Car was supposed to be ready thursday. Thursday comes and I hear no word so I attempt to call and can not get ahold of my service manager so I leave her a voicemail and extend my rental car by one day to friday. Friday comes and I have still not heard back so I call around until I get ahold of someone who tells me my service manager is on vacation, which is fine. What is less fine is she didn't hand off my car to any of the other service managers or whoever she did was incompetent so the maintenance I was waiting on and paying for a rental car to get done was never performed. Very unorganized and not worth your time and especially not your money.

Where should I start? To provide a bit of context, I bought my very first car from them over 23 years ago. Recently, I became interested in purchasing a Mustang Mach E. I scheduled a test drive and began planning for the purchase. I put down $500 to reserve a model that was expected to arrive in about a month. However, time passed, and I received no communication or follow-up from the dealership. I attempted to reach out via email, but I received no response. A week into my camping vacation, I unexpectedly received a text from a different dealership sales representative. As it turned out, the salesperson I was initially working with had gone on leave for some reason, leaving a gap in communication. The vehicle I intended to purchase was delayed, and the dealership had to work quickly to secure the model I wanted, albeit in a different color. It seemed that their organization wasn't quite up to par, and I couldn't shake the feeling that I could have obtained the car sooner if things were better coordinated. During the paperwork-signing process, I made sure to opt for the ultimate protection package, which included a protective plastic film to safeguard my car from scratches and dings. The sales agent informed me that this would require a special order and custom cutting, leading to some wait time. I was told to anticipate a call when it was ready. Six weeks went by, and I still hadn't received any call. Frustrated, I decided to reach out to the service department, only to discover that the protective film could have been installed on the day I bought the car. There was no special order necessary. I scheduled an appointment, which was supposed to come with a loaner car. Upon arriving at the appointment, I had to wait an hour before they could provide me with a loaner. I was shuttled to a separate car rental facility, where they proceeded to conduct an insurance audit. Unfortunately, due to missing insurance requirements, they refused to rent me a vehicle. This resulted in my return to the dealership without any service on my car. I was instructed to await a call from the sales department. Nearly two hours later, I finally received a call. I explained the situation, hoping for some flexibility, but they remained adamant. I had never encountered such an ordeal with a dealership before. Despite having paid for all the extras, they insisted I increase my insurance coverage, an unnecessary demand from their rental company, not mandated by my finance provider. They even declined my request to secure a rental from a different company. Feeling the need for the additional car protection, I reluctantly upgraded my insurance. However, I requested a full car detailing as a gesture to compensate for their numerous missteps. Regrettably, they rejected my request. It was clear that their commitment to customer service was lacking. I was left with no choice but to allow them to carry out only what I had initially paid for. They even offered to refund the money I had spent on the extra protection, but nothing more. Their main concern seemed to be securing my payment. I am extremely disappointed by this experience and have no intention of purchasing another vehicle from this dealership. I am willing to travel greater distances to find a dealership that values customer satisfaction.

It was great until I went to leave and my battery was dead. They tested it and said it was good at first I just needed to drive it more. I said I drive it everyday they then said they needed to test it again and Vinny said I needed a Ford battery. I said no I do not need a new battery, my battery was fine until I handed the car over to you. I wanted to know how an oil change drained my battery? He wouldn’t/couldn’t answer me. He just kept saying I needed a new Ford (not an after market) battery. I was pretty angry

Vincent is the greatest agent I've ever had the pleasure of doing business with. He is totally engaged with you in his pursuit of excellence.

Love this dealership, and the people that pride themselves with Westhills Ford. What a team!

Persistent effort to sell services previously paid for at this dealership. Persistent inability to “find” extended warranty and service agreements unless pressed to do so. Overpayment which was to be refunded delayed by months.

Once I got there, it was as easy as could be. I live 45 minutes away so figuring out timing before and after work was a bit difficult but that’s nothing to do with them, and they are open til 7pm

Standard scheduled service (oil change, tire, rotation, etc. performed on time and adequately. Michelle was helpful and informative.

The sales part was great but after has been disappointing. No one calls you back when you have questions . It took me two weeks to finally get ahold of someone after being told twice from the online chat that I would be called back and numerous times calling with no answer and also being told I would be called back from someone that does decide to answer. Will not recommend anyone to the Haselwood auto groups.

I dread bringing my truck in for service. Does this dealership know the concept of "Preventive Maintenance"? No. In Dec 2022 I received a bill for $5500 that included a brake job and diagnose an airbag issue. I brought the same vehicle back July 7, 2023 (six months and a reputable dealership would warranty their work). Well they charged me to replace dirty brake fluid even though they did brake work six months prior. I guess checking the brake fluid eluded them and still they charged me for the brake job. Additionally back in Dec 2022 this same dealership diagnosed an airbag issue I pointed out and sure enough they "fixed it" and put in the $5500 charge. Well low and behold six months later they said I needed my airbag indicator light diagnosed to the sum of $200+. Fortunately I've been dealing with this dealership (they're the only Ford dealer in our area)since 1999. Yes their is loyalty on part of their customers but not them. So I pulled out my $5500 invoice and pointed out six months ago the dealership said my airbag light issue was fine. The service manager said "oops must have been another vehicle". Seems "Oops" is part of their service plan. Additionally now they charge their loyal customers a 3% charge for paying with a credit card. I'm sorry but no person carries that much cash on themselves and paying by cash does not allow the consumer the ability to contest the bill or work done. Why do I keep going back? Well, they've bought out 80% of all dealerships.