Mossy Ford

One of the worst car buying experiences I’ve ever had. Misleading statements, stories that keep changing, and absolutely no ownership once the paperwork was signed. The sales process took more than seven hours, with nearly $18,000 of movement between their initial numbers and the final deal after repeatedly being told there was nowhere else to go. I also had to repeatedly correct their sales tax calculation. Finance was worse. I specifically asked for genuine Ford PremiumCare and was instead sold a third-party warranty for approximately $6,400. I later purchased genuine Ford PremiumCare elsewhere for approximately $4,700 and canceled Mossy’s plan. Then came the Due Bill. My brand-new F-150 Platinum had multiple defects documented at delivery. Mossy failed to coordinate my first repair appointment and waited until DAY 22 of a 30-day Due Bill to begin the Ford warranty process, then told me the 30-day requirement didn’t apply to warranty repairs. Their signed Due Bill literally says: “All the above repairs must be made within 30 days of delivery.” Unfortunately, what happened next was considerably worse. Before allowing Mossy to perform paint work, I specifically expressed concern that a brand-new truck should go to a proper body shop. Management assured me their paint person was “their guy,” worked for them, and was the best of the best. The truck was returned to me with additional damage, including paint splatter down the side and along the bed rail. I have photographs documenting it. I have since obtained the invoice. It identifies Travis Wester, references my specific VIN, is billed directly to Mossy Ford Accounts Payable, and charges Mossy $150 for “colorsad/buff touch up.” My vehicle location history also shows that while entrusted to Mossy, it was moved off the dealership property to 4433 Mission Bay Drive. I have asked Mossy to identify who Travis actually works for, the business and California BAR registration under which the work was performed, why my truck was taken off-site, who authorized it, and whether the paint work itself occurred there. I am not making allegations about anyone’s licensing or exactly where the paint was applied until Mossy answers those questions. What I can document is that Mossy had my vehicle, selected the person who performed the work, received a $150 invoice tied to my VIN, and returned the truck with additional paint damage. I subsequently spoke with Ford three separate times and was told this type of paint repair should have been handled by a body shop. That was exactly the concern I raised with Mossy beforehand. I then sent management two detailed emails with photographs. Neither received a response, nor did I receive a return phone call. When I finally spoke with management, they acknowledged receiving my emails and essentially handed everything back to Service. Cars have defects. Employees make mistakes. That isn’t why this is a one-star review. It’s what happened afterward. Sales points to Service. Service points to Ford. Management points me back to Service. Nobody takes ownership. I bought a brand-new approximately $94,000 Platinum, not a project truck. I am still giving Mossy the opportunity to take responsibility, send the truck to a qualified body shop, professionally correct the additional damage, and make this right. I will update this review with how they ultimately respond. Based on my experience to date, I would not buy another vehicle from Mossy Ford or recommend them to anyone else.

I purchased a new F-150 Platinum from Mossy Ford for approximately $94,000 out the door, including sales tax, title, and fees. Unfortunately, the experience after the sale has been incredibly disappointing. The sales process itself took roughly seven and a half hours of nonstop back and forth. By the time I was finally able to leave, I discovered multiple scratches, scuffs, paint issues, and other defects throughout a brand-new truck. Some of these are clearly Ford manufacturing issues, which I understand. What I don’t understand is how a new vehicle was delivered with this many visible issues without anyone at the dealership noticing them during inspection or detail. The dealership documented the issues and provided a 30-day due bill. I was told I had an appointment for September 8 and planned my day around bringing the truck back. When I called to find out what time I needed to be there, sales was surprised that nobody from service had contacted me. Service, however, told me that sales had never contacted them to schedule the appointment in the first place. So the September 8 appointment I had been given apparently never actually existed. After additional communication, I finally brought the truck in on September 14. I had also spoken with service beforehand and explained the issues in detail. When I arrived, however, the people handling the truck seemed to have very little information about why it was there. Later that day I was told they couldn’t accomplish anything and that I needed to come pick it back up. Now, 22 days into a 30-day due bill, I’m being told that certain items supposedly don’t fall under the due bill because Mossy considers them Ford warranty issues and Ford has to approve them. That distinction was never made when the due bill was issued. More importantly, Mossy waited until this far into the 30-day period to even begin that process and is now pointing to Ford’s approval process as the reason the repairs cannot be completed. At this point, sales, finance, and service do not appear to be on the same page, and nobody seems willing to take ownership of the situation internally. I’m not interested in determining which department or employee dropped the ball. That’s not my job as the customer. Someone at the dealership should have taken ownership of this weeks ago and coordinated it internally. I’m now looking at a third trip to the dealership for issues that were identified immediately after purchasing a brand-new $94,000 truck. I’m also concerned about how the paint repairs will be performed, particularly after learning that Mossy may attempt some of this work in-house rather than sending the truck to a qualified body and paint facility. Mistakes happen. Vehicles can arrive from the factory with defects. What determines the quality of a dealership is how it responds when those problems are brought to its attention. Unfortunately, my experience with Mossy Ford has been a continuing lack of communication, coordination, ownership, and follow-through. I gave them multiple opportunities to simply take ownership of the situation and make things right. Instead, what should have been a straightforward post-sale correction has turned into weeks of phone calls, conflicting information, failed internal coordination, and repeat visits. Based on my experience so far, I would not purchase another vehicle from Mossy Ford.

Service was excellent Renee Lopez was a big help and a huge part in me getting my dream vehicle. if you need your i would recommend him all day long.

I’m not sure where to start, this was such a roller coaster ride! 54 years old and decided the time was right to finally purchase my dream car. Looked online at the main Ford website and found that my car was (supposed to be) at Mossy Ford. Headed down just before closing and ran into Sam, who was on his way out for the evening. He proceeded to go out of his way to help me track down the vehicle, which wasn’t actually on the lot, and let’s just say it was a major gauntlet to even get this specific vehicle to the dealership. Once the car was on the lot and I’d fallen in love and knew that she was meant to be mine, the tail end of Mercury in retrograde delivered one punch after another. Not Ford’s fault, not Sam‘s fault, not my fault, and I never felt like any high-pressure sales tactics were directed towards me. And without going into all the details, I ended up sitting outside in my old car, crying, because while I may have eventually gotten the car, there was no way I was going to get the car at that time. I firmly believe that what is meant to be is meant to be, and if it wasn’t going to happen that day, then she wasn’t meant to be mine. I’m so grateful my meltdown kept me there long enough for Sam to come out and let me know that he’d explained the situation to both the Mossy Ford manager Bobby, and the general manager, Mario, and with the three of them going WAY above and beyond, I was able to leave the lot that night with the car I’d been wishing for since I was 16 years old! Aisha in financing was also efficient and pleasant to deal with. I’ve also had nothing but positive interactions with the rest of the sales staff, and just about everyone else I’ve interacted with and I highly, highly, highly recommend Mossy Ford!

I’m not sure where to start, this was such a roller coaster ride! 54 years old and decided the time was right to finally purchase my dream car. Looked online at the main Ford website and found that my car was (supposed to be) at Mossy Ford. Headed down just before closing and ran into Sam, who was on his way out for the evening. He proceeded to go out of his way to help me track down the vehicle, which wasn’t actually on the lot, and let’s just say it was a major gauntlet to even get this specific vehicle to the dealership. Once the car was on the lot and I’d fallen in love and knew that she was meant to be mine, the tail end of Mercury in retrograde delivered one punch after another. Not Ford’s fault, not Sam‘s fault, not my fault, and I never felt like any high-pressure sales tactics were directed towards me. And without going into all the details, I ended up sitting outside in my old car, crying, because while I may have eventually gotten the car, there was no way I was going to get the car at that time. I firmly believe that what is meant to be is meant to be, and if it wasn’t going to happen that day, then she wasn’t meant to be mine. I’m so grateful my meltdown kept me there long enough for Sam to come out and let me know that he’d explained the situation to both the Mossy Ford manager Bobby, and the general manager, Mario, and with the three of them going WAY above and beyond, I was able to leave the lot that night with the car I’d been wishing for since I was 16 years old! Aisha in financing was also efficient and pleasant to deal with. I’ve also had nothing but positive interactions with the rest of the sales staff, and just about everyone else I’ve interacted with and I highly, highly, highly recommend Mossy Ford!

CRAPPY SERVICE DEPT. woke up to dead car overnight. Battery at 6 percent. Pulled cover saw battery was 5 yrs old, called told to do walk in- Great. 10 am Got there ordered new battery and waited. 1 hour later told "good to go" multipoint all green with green at brake lights. Paid $250. Get home to see Brake lights froze ON. [unsafe to drive] Took back at 12:30 told them to xx brake light switch- told had to do $250 inspection first and car out 24-48 hours. Called at 5 no update. Called Parts could have switch first thing next day. Told Pete Enea to do switch 1st thing am. 11 am next day no word and Pete's out and voice mail full no message. Called back got different service writer told car ready. This Tec Checked the lights. Came in Asked how Tec could have missed cause of dead battery and unsafe lights. Pete just shrugged and said "Different tec I guess." Slapped with a $250 charge for a 15 min. switch. Total xx attitude- no response to the fact had to come back two days and tell them how to fix it- No adjustment on the Labor or the fact they sent an UNSAFE car back on the road. NEVER HAVE WORK DONE THERE AGAIN !!!

Scammers & worst customer service ever. Only take one phone call to any other ford dealerships to realize their scam. No wonder why all other ford dealerships in San Diego county run out of inventory but this dealers lot full of different types and all colors. Their prices are scam especially online ones, they tell you something when you show up in person to buy you will realize it’s significantly higher they trying to straight up rob innocents. When you question the numbers they get very rude and mad. Brianna told me “why are you here? Why did you come back” disrespectful! I only asked her about total price was at least $8k higher than any other dealership. The managers are worst probably the reason those salesmen look evil. AVOID AT ALL COSTS

I wanted to get further details on a specific car Mossy had listed for sale. I submitted a request for someone to contact me and no one ever did. By the time I attempted to contact them again, the car had sold. Horrible customer service.

BEST CUSTOMER SERVICE!! I f you are going to this dealership to buy a vehicle- You HAVE to ask for Andrew Koesel, he is a true professional, it’s about customer service and he is THE BEST! Traveled all the way from Las Vegas to get this beautiful truck from ANDREW!

BEST CUSTOMER SERVICE!! I f you are going to this dealership to buy a vehicle- You HAVE to ask for Andrew Koesel, he is a true professional, it’s about customer service and he is THE BEST! Traveled all the way from Las Vegas to get this beautiful truck from ANDREW!🛻