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Jones-West Ford - Service Center

2.1

100 Lifetime Service Reviews

3600 Kietzke Ln, Reno, Nevada 89502

100 Reviews of Jones West Ford - Service Center

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May 04, 2018

"Terrible service dept"

- transitman113

Short review: Jones West Ford has a terrible service department. Service writer Don Rithmayer had no communication about part availability. Kept my van an extra day for no reason and claims they need the van on the lot to order parts. Long review: First time using the service center here I call to deal with a recall and to check out a small brake issue. Called to make an appointment and spoke with Don Riethmayer. Here is the conversation we had : Me- I need to make an appointment for this recall on my Ford Transit Don- Have you been here before? Me- No Don- Why not? Me- ......Because I didn't buy the car through your dealership Don- Well why not? We could have sold you the car! Me - No you couldn't get this van that is why I had to shop elsewhere Totally unnecessary conversion and a guilt trip for not buying from their lot. So once we get past this he starts asking for the vin number I give it to him and he asks if its a Transit Connect? I just gave you the vin that has all the info about the car. Ok so we got the correct van and hes aware of the recall I need fixed. He says I can schedule you for Tuesday ( 5 days away from this call) Ok no prob that works for me , set up the appointment and ill see you on Tuesday. Tuesday comes around I drop the car off in their service center and meet Don in person we go over the recall and the brake issue I am having, looks all good I sign a paper releasing the car to the dealer and ask how long it will be. " shouldn't be more then a few hours" says Don with a smile. well I didn't hold my breath. I went home to wait for the repair to be done. a few hours turned into the whole working day. around 5pm I get a call from Don. " so we fixed the breaks but need more time for the recall" ok no problem I say " ill call you tomorrow when its done" . The next day comes and I get a call around 11am from Don "so yeah we got the breaks fixed they were fine maybe a bit dirty, those are good...I need to order the parts for the recall it should arrive in 3-5 days, Ill call you when its all done" whoa! whoa! whoa! You don't have parts? how does this happen? Just yesterday you said it should take hours to be done now your saying you didn't even have the parts? unacceptable! So I go down there and speak to Don in person . He starts in with how I need to understand that he needs to order the parts and they take time to come in. That's all fine and I can understand that what I don't understand is how after making an appointment 5 days out they couldn't get parts. Well according to Don the vehicle needs to be physically at the shop before they order parts. That part I can understand to a degree, but why was this not brought up on the phone or in person the day before? Well Dons computer said they had 2 in stock but turns out they actually are no where to be found. But why didn't I get a call about this yesterday when you asked to keep the van overnight when you said they just needed more time? he didn't have an explanation for this. But wait! you just said that the vehicle needs to be on site to order parts how can you order parts without having a car assigned to it? how did you have some "in stock" then? He didn't understand what I was getting at apparently. I got my van back and guess what I still have my break issues. Don also had put on invoice that It was a Taurus not the Transit I own Thanks Don Riethmayer for not communicating with your customer I have contacted Capital Ford in Carson and not only did they have a proper inventory count but told me it could be a few days to get the parts and that the car did not have to be physically at the dealer to order parts. looks like ill be using them from now on

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Recommend Dealer
No
Employees Worked With
Don Riethmayer
April 30, 2018

"Serves all my needs"

- HARDROCKWHEELS

This was scheduled service required and performed as always. The fleet department goes out of its way to satisfy its returning customers. I will be back.................

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Yes
Employees Worked With
Greg
March 24, 2018

"You Gotta Be Kidding!"

- Martine444

I needed my Mustang serviced and my 2008 model had an airbag recall. First of all, when I arrived at my designated time, I could be sure just where I was supposed to go. The arrows pointed to a lane, but it was closed. Finally, I was directed to another lane. The servicing took several hours, during which time I spent in the lounge where employees seem to go on their breaks. Sat through one gal on her cell phone speaking to her doctor. Could have been spared that. You can buy machine coffee and overpriced munchies while waiting. I have been to some service ships where coffee is free and so are the donuts. I was told they couldn't do the airbag that day, would have to come back. I paid for the service by check. Right in front of me the lady (same who'd medical issues that day) called my bank to make sure I had the $310. Usually, a transaction such as that is done behind the customer's back, so as not to insult them!! I was reminded of my new appointment for the defective airbag replacement and told it would take four hours. When I went to the service lane (open this time) I said I would appreciate a shuttle home because I didn't want to sit around in their lounge again. Pretty promptly I had a trip home. An hour later I received a call my car was finished. Also told I would be picked up at my house. I live close by, I went outside to wait. Waited 1/2 hour before I called to ask what happened. No one was aware that I was to be picked up. Alex my service guy was the one who called me. Evidently, he didn't tell my shuttle driver to pick me up because he was on another mission. About another hour or so later I was picked up. Then didn't know where to find my car. No one knew that I had been called or that the car was fixed. I did ask if they ever communicate with each other as things transgress with various customers throughout the day. Had to go to the office to fill out paper work again. This service ship doesn't wash the car or even give you coupons for a free one, as have others. I guess I sound pretty displeased. The important thing now is to make sure the work that was done is not faulty. I don't want an airbag crashing into my face for no reason. That's what I'm worried about. I would say try to find a better venue for service next time you need it. I will.

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Recommend Dealer
No
Employees Worked With
Alex
February 16, 2018

"Service Manager Won't Answer the Phone When Corporate Calls"

- cfriedrich1994

Absolutely horrible. Called Jones West after receiving an email from Ford that the airbags in my 2006 Ranger were apart of a small subset of the most dangerous recalled airbags. The email (displayed below) stated to stop driving the vehicle IMMEDIATELY, call the dealer, and that parts were available and ready. It even included that a rental car would be provided at no cost. Per the email, I call Jones West as it's the closest dealer to me. I speaker to Kalain (not sure if correct spelling) who tells me that the repair parts for my truck are NOT in stock and aren't expected to be available until fall; six months from now. I explain to her that the email from Ford says to stop driving the vehicle immediately and that the parts are supposed to be available. Again, Kalain rudely tells me that the parts aren't available, won't be until fall, and that "its up to me" what I do with the truck until then. Furious, I call Ford's corporate customer service number which luckily was provided at the end of the email. After talking to a representative they call Jones West and confirm that they DO have the parts in stock and should be able to repair much truck asap. However, I'll need to talk to the dealership service manager Wade McMasters to have the free towing setup. As a result, the Ford corporate rep puts me on a 20 minute hold while they try to contact McMasters. After a long wait, the corporate rep comes back on the line to state that McMasters, the service manager, is currently busy with a customer but will call me within the hour. I wait nearly two hours and get no response. I call Jones West and ask to be transferred to McMasters. After his phone rings through I hang up and call again. This time I get Kalain...again. I explain to her that I've spoken to Ford corporate and that I'm trying to have my truck repaired per the recall. Again, Kalain rudely tells me that they don't have the parts. I inform her that corporate has confirmed that they DO have the parts and that Mr McMasters was due to call me over an hour ago to setup the appointment. I even offer her my Ford case #. As usual, Kalain is of little help and rudely says that she will relay the message to McMasters if that will make me happy. Again, I wait 30 minutes with no response. I call corporate back AGAIN and repeat the process. After informing the rep of the latest issues they try to call Jones West and set up an appointment for me. Well, I'll be darned, they couldn't reach McMaster again and instead got Kalain, who as usual was unwilling to help in any way. The rep then apologized profusely and explained that they would need some time to sort the issue out and that Ford corporate would call me by 2pm EST the following day with a solution. Luckily a few hours later Bill from Jones West called and took care of the rest. In 10 minutes I had a tow appointment set up and the issue was over. I appreciated Bill's professionalism and the fact that he even made a follow up call to confirm the time that the truck would be coming in. My truck is finally set to go in tomorrow morning thanks to Bill and Ford Corporate. However, under NO CIRCUMSTANCE, should any customer have to spend 5 hours on the phone between the dealer and Ford Corporate in order to get a FEDERALLY MANDATED RECALL taken care of. Though the email stated to stop driving the vehicle immediately, the staff at Jones West could care less about the corporate mandate to repair immediately and knowingly with-held parts critical to vehicle and driver safety from a customer. Perhaps what makes this most frustrating is that when I called Ford Corporate and went through the automated customer sort feature, it was explained to me by the automation that this severe recall affects approximately 3000 vehicles. Therefore, statistically speaking, I was likely the ONLY person in Reno who would have even needed the repair. And yet Jones West couldn't handle it. Hopefully repair tomorrow goes smoothly. Still NEVER heard from McMasters. Recall Referenced is Recall 18S02

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Recommend Dealer
No
Employees Worked With
Kalain (Service), Wade McMasters (Service Manager)
July 25, 2017

"Ripped off by Ford motorco and or Jones West Ford"

- Bm82

My 2013 Ford Focus has had constant clutch problems. The transmission has. Even out of this car twice since I owned it and maybe once before in California. At 61300 miles -300 miles over warranty my flex plate breaks and they won't cover it. Yes a warranty is a warranty but odds are the reason the flex plate broke is they did not get my transmission aligned properly after working on it. I have always talked up Ford product but am now done with Ford. My new truck next year will be a Chevy or Toyota

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No
Employees Worked With
None of the above
September 09, 2016

"Beyond Terrible Customer Service"

- snowboardthewake

Terrible customer service. Had a problem with my ford 2013 escape and it took them a week just to tell me that I had to come down to sign papers for them to work on the car. I found a ride down there (they refused me my rental car because they said they can't give me a rental car under my warranty plan until they actually are in the process of fixing my car.) About 4 business days later they called me and told me since I did home maintenance that the warranty will not cover the cost of repairs. Complete rubbish. Apparently one of the turbo boosters failed (seemed to be a lemon). Since I stopped driving my car as soon as it gave me signs of a problem there was no internal damage to the engine. All that was wrong was the turbo booster went out. 10 business days and $4,000 later I was told I could pick up my car. And do you know what? My oil trip was not reset and they did not even check the recalls that have been put out on my car. (So those recalls are still active.) They told me I must make an appointment just for that. Really 10 business days in the shop and you couldn't take the time to check the recalls??? I wrote an email about this to the dealership under their comments and concerns section and I have yet to receive any type of reply back. Terrible customer service all around and they will do anything to get out of honoring their warranty. That turbo booster was a lemon and it should have been covered under Ford!

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Recommend Dealer
No
Employees Worked With
None of the above.
August 08, 2016

"Terrible Customer Service"

- Jeremy L

I brought my 2013 F-150 in to have the Sunroof fixed/replaced and the A/C unit checked on. This service was done by the fleet service department. This work to be done was under warranty from MaxCare/CNA. The vehicle was brought in on Tuesday August 2nd, 2016 to have the work done. On Friday the 5th I was called and notified that the work was done however they could not release the vehicle to me due to the payment not being received from the warranty company. Unfortunately for me by the time I got off work both Jones West Ford and CNA were closed for the weekend, leaving me without the vehicle. On Monday August 8th I called JW Ford 6 times and finally got someone to answer. After talking to Donna in Fleet Service I was told that the status hadn't changed and the bill remained unpaid. I then called CNA to inquire what the issue was. CNA let me know that they had approved the work and claim to be done but that Jones West Ford had not requested payment yet. I called back Jones West ford and got Donna again in the service department. I explained to her what CNA had said. At this point she became very defensive, letting me know that Gregg in the fleet service had already faxed over the paperwork so they must have received it. I let her know that I would like it if they could resend the paperwork just in case something went wrong. All Donna said at this point was "I will let Greg know", twice. No "let me look into this". No "let me send the paperwork over", nothing offering any customer service other than letting me know she'd do anything more than leave a sticky note on Gregs desk or similar. So here I am, I have no vehicle. I have no time frame of getting it back, I have no idea if they are going to do anything about it unless I call them again (which I will) and request an update. I get that dealing with 3rd party warranties is not simple, however there is absolutely NO excuse for the poor customer, attitude and defensiveness I received from Donna at this dealership. Jones West ford needs to seriously consider customer service training for their employees.

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Recommend Dealer
No
Employees Worked With
Donna, Greg
July 25, 2016

"Refused Warranty Work in Retaliation for Unfavorable Review"

- JZACHRY

On July 5th I took my truck back to Jones West Ford for the 7th time for an unresolved Engine/Transmission problem. When I sat down with the Service Adviser, the first words out of his mouth were, "I'm going to be up front with you, the review you wrote cost me $500." That set the tone for the rest of the interaction. I calmly answered him by asking if anything I had written in the review, the invitation for which was sent to me from Ford Motor Company, was untrue. He did not have a reply. I completed my check-in process and left. I received a call later to tell me my vehicle could be picked up. In this conversation, the Service Adviser told me that they were able to confirm that the issue was not fixed but that Lavon, the Service Director, declined to work on the truck. When I went to pick up the truck, I requested a copy of the diagnostics so I could take the truck to another dealership and they refused to provide the documentation. I was told that I'd have to speak with Lavon to get this information. I returned two days later to get the documentation and Lavon handed me a stack of papers about 3/4" thick, about as thick as the records I requested previously. He said something along the lines of, "Here are the documents you requested". His demeanor was abrupt and cold throughout this interaction. As I attempted to express my frustration with what I clearly perceived as retaliation for an honest review, I thumbed through the papers, I noticed that only the 1st three pages had anything on them. The rest were blank. In light of this intentionally deceptive and disrespectful gesture, I realized that Lavon was also participating in the retaliation. I thanked him for his time and department's incompetence and I left. I've never been treated so poorly and I'm appalled that Ford allows dealerships and their employees to behave like this. It's childish and unprofessional. I reported this incident to Ford Motor Company and have yet to receive a reply.

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Recommend Dealer
No
Employees Worked With
Rick Kenward, Lavon Laroux
July 13, 2016

"Spark plug replacement "

- SUNNYTAURUS.TM

I was helped right at my appointment time & service was finished several hours before the estimated time. I even had a question about my service bill and Shawn was very helpful.

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Recommend Dealer
Yes
Employees Worked With
Shawn, can't remember last name.
July 07, 2016

"Crooks from top to bottom. "

- BRANDI6

Never again Jones West Ford! We bought a truck that immediately had issues. We were going to return it and Ritchie West convinced us to do an EGR delete to fix the problem and guaranteed it would not void the extended warranty that we bought with it. We now have a separate issue that cost $2800 but will not be covered by the warranty because of the EGR delete. Now Richard West will not back what his son guaranteed. Peek Brothers Construction will never give our business to you again! Crooks from top to bottom.

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Recommend Dealer
No
Employees Worked With
Maurice, Joe Smith, Richard West
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