Diamond Ford

My husband and I had such a heartbreaking and disastrous experience at Diamond Ford of Lancaster, California on March 23, 2024. This experience had us in the dealership from 2pm until about 9pm. Our goal experience at Diamond Ford of Lancaster, California on March 23, 2024. This experience had us in the dealership from 2pm until about 9pm. Our goal was to leave out with a car within a specific budget. Everything started out normal as our sales person Jonathan helped us look at different cars and assisted in getting the car buying process started. Jonathan was the ONLY sunshine to such a dark time at this dealership. Everything went sour once the floor manager Eric got involved. When we first spoke to him everything was nice and he seemed to really care about helping us. We negotiated various prices and finally reached an agreement within our budget. Once the agreement was made as far as pricing and the down payment, we received the keys to the car, the car was washed and filled with gas for us, and we were even able to get our profile connected and set up with the app for the car. This is where everything took a turn. We were waiting to meet with finance to sign all of the documents. The lady that was in charge of finance that day came in and stated that she had great news and that she was able to get our payment down $70 lower than what we agreed upon. We were ecstatic and signed the vehicle registration documents a long with other documents pertain to the vehicle. A few minutes later, Eric came into the office and asked us if we heard the good news. We explained to him what we were told and that we were very excited. He was kind of taken back and abruptly left the office to discuss with finance. Upon his return he stated that there was a “glitch” in the system and our monthly payment would be well over $200 the amount we discussed previously. This is prior to the “good news” we had just received. So, every number from the beginning of negotiating was wrong. All the information we were told and agreed upon was wrong and inaccurate, which is pretty hard to believe. We were stunned and lost for words. We were trying to make sense of it all and asked so many questions. Eric then tried to sell us a vehicle we were not interested in and of way lesser value for the same price. We told him that we were not interested and we wanted this issue rectified immediately. This caused for many trips back and forth of him going into the office in the back. Every time he came back to us the information started to make less sense. I’m honestly not sure if the General Manager was present, but if that was the man they were consulting with in the back room, he definitely didn’t seem to care. Not once did he come out to speak to us, show compassion, or help fix this issue. Diamond Ford acted in very bad faith and deception. We asked to see the paperwork associated with our lease agreement where the “glitch” occurred, but you can tell it was a bunch of made up numbers and the original price of the vehicle wasn’t even included on the documents. Eric kept trying to refer to the residual price which has nothing to do with our agreement until the end of the lease term. During this time he came off as very belittling and kept stating that this was “basic math.” In the end, no one treated us with empathy or compassion. The entire process was very deceitful, disgusting, and very much distasteful. Of course, we ended up leaving without the vehicle we mutually agreed upon and signed for. We even had the keys for heavens sake! We also asked if we could take the documents home that included the discrepancies. These documents had our name and home address on them, but they refused and stated that they have shredded the documents. Diamond Ford did not live up to their mission statement at all! They claim to strive for customer satisfaction and we left with zero satisfaction! We also were not treated with respect and courtesy. The integrity was also very non-existent. This situation will be reported to the BBB and corporate. Justice will be served for this dealership truly acting in bad faith. More

Always take care of me when I bring the truck in. Don has always gone above and beyond. They always return my truck early and offer me a ride. Don has always gone above and beyond. They always return my truck early and offer me a ride. More

The staff is always friendly and helpful; I dealt with Barrett in the Service Department and I would give him 5 stars. He is personable and very professional. He listened to me and was able to figure o Barrett in the Service Department and I would give him 5 stars. He is personable and very professional. He listened to me and was able to figure out why my warranty was not attached to my profile; he fixed it and my repair was made under warranty. More

Friendly and fast service all ways on time even with out apparent tanks really good job apparent tanks really good job More

Had a great experience at this dealership would recommend this dealership to anyone looking to buy a vehicle very friendly sales staff and finance thanks again this dealership to anyone looking to buy a vehicle very friendly sales staff and finance thanks again More

Exceptional and efficient customer service. They were informative and helpful when assisting a first time buyer (me). They were informative and helpful when assisting a first time buyer (me). More

Service was great Jessica was very nice and helpful will definitely keep coming back when needed. definitely keep coming back when needed. More

I was taken advantage of. Charged me for $2,000 of items I didn’t ask for. Cost me an extra $2,000 in taxes that I should not have had to pay because I was mislead. Charged me for $2,000 of items I didn’t ask for. Cost me an extra $2,000 in taxes that I should not have had to pay because I was mislead. More

Service department was professional, courteous, fast, and efficient. Barrett, my service representative is always, very professional, listens, and is a pleasure to work with efficient. Barrett, my service representative is always, very professional, listens, and is a pleasure to work with More

Great service and quick return I have dealt with Carlos and Jessica and they both have been very friendly. and Jessica and they both have been very friendly. More