Norm Reeves Ford Superstore

We had such a GREAT experience very helpful and answered every question we had. I would recommend them to everyone!! Ask for Enrique and David great customer service!! Walked us tbrough the entire process. every question we had. I would recommend them to everyone!! Ask for Enrique and David great customer service!! Walked us tbrough the entire process. More

Great service, fast, professional and friendly. Service manager Christy will go out of her way to make sure you are happy. Service manager Christy will go out of her way to make sure you are happy. More

Awesome service Kevin, Martin, sales managers everyone was great I will be lifetime customer for sure everyone was great I will be lifetime customer for sure More

The process of negotiating and financing my new vehicle was smooth without any issues. The staff at the dealer maintained professional at all times. Kia and Akay were very helpful. was smooth without any issues. The staff at the dealer maintained professional at all times. Kia and Akay were very helpful. More

We haggled a little bit on the price but they had the truck we wanted and all in all we were happy. The finance man John and George who set our Ford pass up were awesome! Hugo and Kia were awesome too! truck we wanted and all in all we were happy. The finance man John and George who set our Ford pass up were awesome! Hugo and Kia were awesome too! More

service second to none… My vehicle never been to any other dealer i’m very satisfied with their service… other dealer i’m very satisfied with their service… More

My advisor Rafael was amazing , he was about and beyond, they were so efficient and fast they were so efficient and fast More

Came in because my car was having some trouble, I paid nothing out of pocket because it was a recall on the car. They took in my car as an emergency and had fixed by the following day! Thank you nothing out of pocket because it was a recall on the car. They took in my car as an emergency and had fixed by the following day! Thank you More

Address the problem and resolved quickly. Also kept updates coming via text. Yolanda did a wonderful job Also kept updates coming via text. Yolanda did a wonderful job More

Customer service was terrible. I called to set an appointment to have a recall item fixed. The CSR told me that the service department would need to check the vehicle fist than ord I called to set an appointment to have a recall item fixed. The CSR told me that the service department would need to check the vehicle fist than order the part. I told her this did not make sense. They know the issue. Why can’t they just fix it. She said this was the process. I would drop my car off in the morning and pick it up later and they would make another appointment to fix the issue. I asked the CSR if I could drop off the car before Service opening hours and pick up after Service closing hours. She said I could and gave me instructions. I dropped my car off the night prior to the appointment. I left the key in the drop box with my cell number for contact. I never got a call Thursday on my cell. I went by Thursday to pick up my car about 6:30pm. The Sales department did not know where my key was. They told me I would need to call the Service Department Friday. I told them I need my car and was told I could pick it up. I told them I had another key and could they please find my car. They told me they were not the service department and knew nothing about my car. This was unacceptable. They are the same company. I asked them to call the service manager and they said they did not have one. They said they had nobody’s phone number in the service department. I asked them what’s happens if they have an emergency in the service department they would need to call somebody. They must have somebody’s number. They said they didn’t. I asked to speak with a manager. They said there was no manager I could speak with. I told them again there must be somebody they can call. The Salesman I spoke to went and got another person. Who told me he was the manager. I told him I was told no manager was here. They finally found my car. When I got home I discovered Yolanda from the service department left a message on my home landline. I’m not sure why since I did not write this number on the key envelope when I dropped my key. On Friday I called and left four messages on the Service voice mail and two messages with the CSR chat with my cell number. Nobody called me back. Saturday when I arrived home about 3pm there was a message on my home landline that I was not supposed to pick up the car Thursday and I needed to bring it back. I went to back to the Service department with my car. I told Yolanda and another CSR that I was told when I made the appointment that I would pick up my car on Thursday and the Service department would set an appointment to fix the recall item on another date. I was told by Yolanda that the CSR gave me wrong information and that it is a third party that Ford retains to set appointments and it was not the Service department’s fault I was given bad information. I asked why nobody called me on my cell, which was the number I left with the key when I dropped my car. Yolanda said they called the number in the system, which was my landline. I asked why would they call that number when I left my cell number on the envelope. She just kept repeating they call the number in the system. I told her that did not make sense since I left the best number to call me. Why have me put the best contact number on the envelope if they aren’t going to contact it? I was than told that it is dangerous to drive the car and they will need to keep the car until the following Wednesday because they needed to get the part. This did not make sense to me. It was a recall item the part should have been there before I dropped my car. I asked how I was to get to work. Yolanda said they could offer a rental for two days, Ford only pays for two days she said, but they had none available and I should call back Monday to see if they have any cars. I work in downtown LA and need to leave at 6:30am for work. I can’t wait. Again I asked her how I was to get to work. She said I could call Ford customer service and ask them. I asked her for the number but she did not have it. When I got home I called Ford and they said that they would pay up to 10 days for a rental. If the dealer did not have one I would need to arrange for a rental and get reimbursed by Ford. She said they would reimburse up to $45 per day. I asked the Ford CSR for something in writing that I would be reimbursed, but she could not provide anything in writing. I checked rentals in my area and I could not find any rentals for $45 or less. I called Monday to the dealership and left four messages. Nobody called me back. Finally I got a call on Tuesday and was told by Yolanda the car should be ready by Wednesday and she would call by Wednesday midday when I can pick up. I did not get a call so I called and again left a message. I finally got a call my car would be ready. I told Yolanda I would pick up at about 6:30pm. When I got to the dealership nobody asked why I was standing at the CS desk. Although there were four people who saw me they never approached me to ask how they could help me. I finally walked around the showroom and found a woman at a desk. There was another man at another desk who saw me first but never got up from his desk or acknowledged me. The woman got the key for me. I asked her where my car was parked and she said “The Service Department doesn’t tell us that information. It could be out there.” And she pointed to the door heading outside to the direction of the service department. I’ve never experienced such terrible customer service. I will never buy a car from this dealership again and never bring my car there and I will never recommend anybody to this dealership. More