Envision Ford of Duarte

Envision Ford of Duarte responded

Thank you, Justin, for your review. We're sorry your visit didn't go as planned, and we'd like to address these issues with our team. If it's possible to discuss your visit in more detail, please send us a message. We strive to make sure that all of our customers leave happy, and it's disappointing to learn that we missed the mark here.

Justinlmutv responded

I had multiple service visits with this dealership, and the overall experience was disappointing enough that I won't be returning. The first issue involved replacing a work order to replace tires on my factory wheels. I provided written instructions specifically directing the dealership to reinstall the original OE valve stem chrome covers, and caps after the tires were mounted. Those instructions were ignored. Instead, they installed inexpensive rubber/plastic valve stems and caps, and my original parts were apparently lost. What made this even more frustrating was how the situation was handled afterward. Rather than acknowledging the mistake and working toward a reasonable resolution, the staff repeatedly tried to imply that I was somehow mistaken or at fault. The issue wasn't complicated—I had provided clear written instructions, and the original OEM parts should have been returned to the wheels. Instead of taking responsibility, I was left arguing over something that should never have happened. My second issue was with the air conditioning system. I brought the vehicle in because the A/C could not cool the cabin below approximately 80°F. The dealership kept the vehicle for several days across two separate visits, yet ultimately claimed they were unable to diagnose any problem. I left with exactly the same issue I arrived with, after investing significant time and inconvenience. When a customer brings in a vehicle with a clear performance problem, I expect a dealership service department to either identify the cause or provide a meaningful path forward—not simply return the vehicle unchanged. I subsequently took the vehicle to another repair facility and within 24hours the AC system was repaired/replaced, as needed, to return to factory specs. To top it all off, the dealership charges an additional processing fee for paying by credit card. After spending more than $3,000 on service, being charged extra simply for using a standard payment method feels both tacky and customer-unfriendly. Most customers expect to be able to pay for major repairs with a credit card without being penalized. Between the careless handling of my vehicle, the unwillingness to accept responsibility, the inability to diagnose a straightforward complaint, and the unnecessary credit card surcharge, I have no confidence in this service department. There are too many other dealerships and independent shops that value their customers' time and property. I won't be returning, and I can't recommend this dealership based on my experience.

Envision Ford of Duarte responded

It’s great to hear our team delivered professional service for your Ford Maverick. We appreciate you sharing your experience and look forward to helping with any future needs. Thanks so much!

Envision Ford of Duarte responded

Thank you for your feedback, and we apologize for not delivering an exceptional experience. We never like seeing that we didn't meet the standards customers have come to expect, but reviews like this help us improve. If you don't mind reaching out to us so that we can speak directly, we'd love to address your concerns in detail.

Envision Ford of Duarte responded

We’re delighted our team delivered prompt, high-quality maintenance on your Ford and kept to the promised schedule. We appreciate your feedback and look forward to assisting you again.

Envision Ford of Duarte responded

Dan, we're sorry that you didn't have a completely satisfying visit. We'd love the opportunity to address any issues with our team here. Please reach out to us at your convenience. Thank you for your time, and hopefully, we can get to the bottom of this.

Envision Ford of Duarte responded

We're sorry to hear about your experience and would love to get to the bottom of it with you and see if there is something we can come up with to turn it around for you as quickly as possible. If you would be willing to continue the conversation, we would appreciate the opportunity to address your concerns.

Envision Ford of Duarte responded

We're sorry to hear that your visit didn't meet the high standards that guests have come to expect from our dealership. If it's possible to discuss your visit in more detail, please feel free to contact us directly. We'd love to get to the bottom of this and turn things around for you.

Envision Ford of Duarte responded

We appreciate your 5-star rating and are glad our advisor’s expertise made your Ford F-150 oil change and maintenance seamless. It’s great to know we stayed on schedule and answered all your questions. We look forward to helping you with future service.

Envision Ford of Duarte responded

We appreciate you choosing us for your used Toyota Tundra purchase and allowing us to assist with your financing. We’re glad our team provided polite, professional support throughout the process.

Envision Ford of Duarte responded

Thank you so much for taking the time to share your feedback with us. We are delighted to learn about your positive experience! If there is anything else we can do to assist you, please do not hesitate to let us know. We are always happy to help!