Puente Hills Ford

Michael was a professional and attended my bronco like it was his. Great customer service. was his. Great customer service. More

I brought my 2023 F-150 Lightning to Puente Hills Ford for a routine park module software update recall. What followed was a deeply frustrating experience caused entirely by my service advisor's misrepres for a routine park module software update recall. What followed was a deeply frustrating experience caused entirely by my service advisor's misrepresentation. What Happened: After drop-off, service advisor John contacted me and stated there was "another campaign that requires us to remove and inspect your high voltage battery," referring to it as "this particular recall." Based on this, I agreed to leave my vehicle for ONE DAY only. The truth: Ford's official VIN lookup confirms there is NO such recall for my vehicle. What John described as a mandatory recall is actually Harvest Program 25H02 — a completely voluntary Ford research program. I was never told I had the right to decline. What Went Wrong: 1. John misrepresented a voluntary research program as a mandatory recall to obtain my consent — a consent I would never have given had I been properly informed. 2. My vehicle was retained for over one week — far beyond the one day I authorized — with no confirmed timeline for parts arrival. 3. John admitted in writing this was the first time he had handled this program — yet proceeded without proper preparation or disclosure. The Resolution: To retrieve my vehicle, I was forced to pay $2,890 under protest. Ford Customer Relations offered 30,000 FordPass Points (approximately $150) as resolution — representing only 5% of the amount charged. This offer was rejected as inadequate. John subsequently offered a full refund — but only if I agreed to proceed with the module replacement. I declined due to serious technical risks associated with replacing only 1 of 9 battery modules, which expert sources confirm increases thermal runaway and fire risk, in order to protect my family and house. The Core Issue: Had John simply said "this is a voluntary program and you are free to decline," none of this would have happened. One misrepresentation led to unauthorized disassembly, extended vehicle retention, a $2,890 charge for a "no charge" program, and weeks of dispute. More

My experience with Puente Hills Ford's service department was one of the most frustrating dealership experiences I have ever had. I brought my 2023 Ford Maverick, purchased as a Ford Gold Certified Pre-Ow was one of the most frustrating dealership experiences I have ever had. I brought my 2023 Ford Maverick, purchased as a Ford Gold Certified Pre-Owned vehicle, to Puente Hills Ford on April 30, 2026, for an air conditioning issue covered under warranty. The vehicle had approximately 39,571 miles on it. What should have been a routine warranty repair turned into a nearly month-long ordeal, with my truck not being returned until May 26, 2026. The communication throughout the process was poor. It took roughly a week just to diagnose the issue, and during that time I found myself calling the dealership nearly every day just to get updates. As a customer without my vehicle, I should not have had to repeatedly chase down information. At one point, I was told the issue involved a purge valve. Since that did not seem consistent with an air conditioning problem, I called back the following day for clarification and was then informed that the actual issue was a leak in the high-side A/C line. By that point, my vehicle had already been at the dealership for an extended period, and I requested a rental vehicle because the repair timeline was becoming unreasonable. Despite requesting a rental after the diagnosis was provided, I did not receive one until May 12, 2026. Even that process was unnecessarily difficult. Hertz initially provided me with a non-Ford vehicle, and I was instructed to return it and exchange it for a Ford vehicle. After making the additional trip, the Ford vehicle I received had issues of its own and had to be exchanged again. What should have been a simple rental arrangement turned into multiple trips and additional inconvenience. To make matters worse, Hertz separately charged me $256.34 out of pocket for the rental vehicle. Given that the prolonged repair time resulted from dealership delays and a defective replacement part supplied through Ford's warranty process, I do not believe those costs should have been passed on to the customer. I contacted Ford Customer Relations regarding the rental expense and spoke with Keiambra at Ford's Customer Relations Center. I was advised to bring my Hertz receipt to Puente Hills Ford and request reimbursement. As of the time of writing this review, I am still seeking resolution for those out-of-pocket expenses. The situation became even worse when I was informed that the replacement high-side A/C line received from Ford was defective. While defective parts can occasionally happen, it ultimately resulted in additional weeks of delay before my vehicle was finally returned. In total, my truck was unavailable for nearly a month because of delays completely outside of my control. I was also disappointed that Puente Hills Ford failed to complete open Recall 26C10 (Trailer Module Reprogramming) while my vehicle was already in their possession for nearly four weeks. This recall involves a software reprogramming procedure, yet it was not addressed during the entire time my truck was at the dealership. When a vehicle is already in the service department for almost a month, it is reasonable to expect that open recalls would be completed before the vehicle is returned. Another issue involved the battery warranty that I purchased when I bought the vehicle. The service department initially did not acknowledge the warranty coverage and quoted me approximately $280 for the battery replacement. It was only after I personally provided the warranty paperwork proving I had purchased the coverage that management became involved. Peter Gohil stepped in, instructed Ken Vasquez to contact Forever Start to verify the warranty coverage, and confirmed that the warranty was legitimate and eligible for reimbursement. While I appreciate that the issue was eventually resolved, a warranty purchased with the vehicle should not require the customer to provide proof and management intervention before being honored. I still paid approximately $100 More

Chris Hernandez was Friendly fast and efficient made the car buying experience easy! I love my new Explorer! car buying experience easy! I love my new Explorer! More

Peter and David worked with me to get my Ford Edge back on the road. They were extremely professional, provided timely communication and were open and honest throughout the process. I would definitely re on the road. They were extremely professional, provided timely communication and were open and honest throughout the process. I would definitely recommend them to everyone. More