Kearny Mesa Ford

I recently took my 2021 Ford Raptor to Kearny Mesa Ford, where I originally purchased the truck in 2020, for service after the truck misfired while downshifting, causing it to stall and nearly shut off. I also asked them to inspect my sunroof cover, which had already been replaced a few months ago after strings began dangling from it. I have a 100,000-mile extended warranty that covers most of these repairs with a $100 deductible. My service advisor, Sara Pounds, was amazing throughout the process. She communicated with me consistently and kept me updated, and I want to make it clear that my frustration is NOT directed toward her. During the service, I was informed that the technician recommended replacing the spark plugs, which were not covered under warranty, so I agreed to pay for them out of pocket. I was also told that the torque converter shudder needed to be repaired, which would be covered under warranty. The following day, I was informed that the sunroof railing was also defective and that the replacement part would not arrive until the end of the month. Since the truck was still drivable, I asked if I could pick it up and bring it back once the parts arrived so the remaining repairs could be completed together. Sara specifically told me, “The tech said he will get it to where everything is closed; you just can’t open the sunroof until the repair is completed later in the month.” I paid for the spark plugs, picked up my truck, and drove home. Like I normally do, I rolled my windows about halfway down and got on the freeway. Minutes later, I was HIT IN THE HEAD by the sunroof cover as it came loose and FLEW OUT OF THE TRUCK on the freeway. I was absolutely shocked. At no point was I told that I couldn't roll down my windows or that normal driving conditions could cause the sunroof cover to detach. Had someone simply told me, “Do not roll down your windows,” I obviously would have followed those instructions. I immediately notified Sara after getting home. I also emailed GM Stephen Bear, Service Director John Hernandez, and Service Manager Jeremy Farmier asking for assistance. It has now been approximately 7–8 days, and my Raptor still has no sunroof cover. Jeremy contacted me and advised that they are trying to locate a replacement, but in the meantime, I should find a “creative way” to cover the sunroof until the part can be located. That response is extremely disappointing. I picked it up after being specifically told by their service department that the technician had secured everything and that my only restriction was not to open the sunroof. I followed those instructions, yet part of the sunroof assembly came loose on the freeway, struck me in the head, and flew out of the vehicle. Thankfully, I wasn't seriously injured and, as far as I know, the cover didn't strike another vehicle. After this experience and the response I've received afterward, I cannot recommend Kearny Mesa Ford San Diego for service or sales. I would strongly suggest choosing another Ford dealership. Hindsight is 20/20. I just wish someone had simply told me not to roll down my windows or, better yet, made sure the truck was actually safe to drive before returning it to me.

Number one in San Diego, first class service. Highly professional, customer service is always friendly,

John Walker kept me well informed of the progress of my special order. In picking up the car, they were short handed and I had to wait for an hour past my appointment time to be helped. Otherwise, there was minimal upselling pressure from sales or the finance manager. The financing process was smooth.

We had a lease buyout price set by Ford Motor Company. Upon buying out F150, The finance manager at Kearny Mesa Ford stated our buyout price “auto populated” $500 above contract price. Ford Motor Company Customer Care confirmed the extra $500.00 was in excess of our agreement. I called Kearny Mesa Ford several times to speak with the GM, but no one will put my call through.

I have been to this dealership many times for service on my 2013 F150 and have always found them to be quite responsive. This was my 2nd time engaging the sales team, and both times it was a very positive experience for me. Patient. Professional. Knowledgeable. Friendly.

The service team is always great with customers. They are very helpful and make sure all my concerns were addressed. The team always goes above and beyond!

I nearly bought a new vehicle at a different dealership, until I called Kearny Mesa Ford and talked with Michael Croom. He was able to quickly help me find the right car, match the other dealer's price, all with more professional service and no undesirable salesman tactics (unlike the other dealer). The process was smooth and pleasant, and Michael was very enjoyable to work with and did not present any pressure to buy, just tried to be helpful. I greatly appreciated this and would come back to Kearny Mesa and Michael.

Good service…Starting with having a Service Advisor assigned, everyone is very attentive, courteous, friendly and professional at what they do. It’s a nice environment, I bring my laptop to optimize the waiting time. My service Advisor (Erica) kept me informed of what they’ll be doing, how long it would take and made sure to answer all my questions.

Erica was fantastic, she took care of the requested maintenance items and informed me of additional items that needed attention. She kept me updated on the status and had everything ready for me when I came to pick it up. Great Experience!

Sara Pounds is the best service advisor I have ever had and always has a smile. Keep up the great work with our fleet!!!