West Hills Ford

"We are committed to providing amazing customer experiences." Nothing says “amazing customer experiences” quite like leaving your truck in limbo for a month while the dealership pulls out every experiences." Nothing says “amazing customer experiences” quite like leaving your truck in limbo for a month while the dealership pulls out every trick in the book to delay, dodge, and generally make you feel like you're starring in a bad sitcom. Alright, before I dive in, let's give a little shout-out to Caitlin and Michelle for their valiant attempts to make bricks without straw. Or mud. Or, you know, anything remotely useful for making bricks. It all started when my truck broke down on September 22nd, and, silly me, I thought a Ford dealership (you know, the one where I bought the truck) might be the best place to get it fixed. I called first thing the next morning to talk to them about it and then made my first mistake. That would be the rookie move of being polite and understanding, thinking it might actually speed things up, but all I really achieved was getting added to the "take your time" list. It’d take until the 26th just to look at it—totally understandable, right? Who schedules vehicle breakdowns in advance anyway? Sigh. Oh, so the 26th comes along, and it’s a wiring issue. But no worries! They’ll order the part, and by October 8th, it should be good as new. Unless, of course, I’m suddenly interested in trading it in and buying a different car from them right this minute. In that case, they’ll possibly cover the repair and—wait for it—magically speed up the fix so they can flip it to some other sucker, I mean, buyer. Then the 8th comes, and surprise they’ve bumped it to the 18th for reasons. But wait, it gets better. On the 17th, I get a call telling me they ordered the wrong parts…for the most common vehicle in North America. How does this happen, you ask? Well, apparently the folks at West Hills Ford were wondering the same thing! You'd think a dealership would have some basic competency when it comes to ordering parts for their own vehicles, but hey, they’ve got more important things to do. It’s not like I needed the truck or anything, but, you know, borrowing a friend’s vehicle is totally fine! In the meantime, they discover more faulty parts, but did they figure that out back in September? Of course not! That would be far too efficient. And just when I thought it couldn’t get any more ridiculous, they admit they now have no clue when my truck will be fixed. Apparently, the parts come from a mystical factory that operates somewhere between a Tolkien novel and a fairy tale, most likely with one solitary worker who’s probably been out with gout. Fast forward through a week of “we don’t have any updates.” I leave a message for the service manager, who’s expecting me to call—nothing. It’s like I’m asking for top-secret government intel, not, you know, a basic repair update on a vehicle they’re holding hostage. I emailed the GM too. Same story—no response. It’s “amazing” how dedicated the management is to ignoring people. Finally, I get the service manager on the phone, after enough dodged calls to rival a politician during scandal season—I think he answered by accident. He tells me he’s got 197 cars on the lot waiting for repair. Cool story, bro, but your job is to fix cars, not sit on a collection of them like some sort of automotive dragon. I mean, if you can't fix it, maybe—just maybe—send it somewhere that can? Oh, and spare me the “we don’t have the parts” excuse. You’ve got plenty of trucks on your lot. In the end, after a month of chaos and me finally being a bit rude, I finally got my truck back—for the low, low price of a few grand. I’m now 100% convinced that if I hadn’t finally dropped the polite act and given up on being “understanding,” I’d be lucky to see my truck back by Christmas…of next year. If anyone’s considering West Hills Ford, do yourself a favor and drive a little further to literally any other dealership. Hazlewood Auto Group should really just add "endless frustration" to their list of services. What a joke. More

Clean, easy to get to, nice service staff. Kept me up to date on service status. Kept me up to date on service status. More

The service today was timely and efficient. Nick was professional and friendly, informative and personable. Nick was professional and friendly, informative and personable. More

Job well done, provided excellent service and finished in a timely manner When I need help or a service I be back a timely manner When I need help or a service I be back More

Phenomenal Dealership. .. I travel 45 minutes just to have my services done here. They are the standard for customer service .. I travel 45 minutes just to have my services done here. They are the standard for customer service More

Truck brought in for first oil change service since I purchased it at West Hills Ford, along with 2 software update recalls. Fast, efficient and good communication. purchased it at West Hills Ford, along with 2 software update recalls. Fast, efficient and good communication. More

Great service at Westhills Ford! Caitlin was my service advisor is she is exceptional and very knowledgeable! She explained everything that would be serviced. thanks Caitlin! Caitlin was my service advisor is she is exceptional and very knowledgeable! She explained everything that would be serviced. thanks Caitlin! More