Viva Ford - Service Center

Dropped off my F150 yesterday to have an oil change, to fix the air pressure sensor fault, and to repair the key fob that stopped working. Dropped off my truck for at 9:15 for my 9:30 appointment. Was to fix the air pressure sensor fault, and to repair the key fob that stopped working. Dropped off my truck for at 9:15 for my 9:30 appointment. Was told that the repairs would take an estimated 2 1/2 hours and they would call me when complete. I never received any call so after over 4 hours of my vehicle being there I called to check the status and after a long hold the receptionist said no one from the service department was to be found but she would have them call me as soon as they returned. Two hours later I still haven't received a call so I called again and was on hold for a long time and no one ever answered so I drove up to the dealership and the service adviser, Oscar, told me my vehicle was all done. He said they couldn't figure out what was wrong with the key fob. He said they replaced the battery but it still is not working so he has no idea what is wrong with it but still had the audacity to charge me for a new battery. He also said they did not fix the tire pressure sensor because they did not have permission. I literally dropped off the vehicle for this reason. He lied and said he tried to call for permission to fix but when I offered to show him my call history to show he never attempted to call he admitted that he forgot to call me. He then tried to over charge me by $20 for my oil change and then when I questioned him, he appoligized and said "my bad." Then I posted a Google review yesterday and got a very generic response from what said was the owner to call 915-834-2800 so we can understand what went wrong and do our best to try and resolve this matter. I called that number and got the same receptionist that I scheduled my appointment with who said her name was "Henry XO," which doesn't sound right but I asked her 3 times and she repeated that her name was Henry XO each time. I let her know what my issue was and she said she would transfer me to Oscar, my service advisor. I told her that he is the one I am having issues with and I want to speak to a supervisor and after a long hold she said no supervisor was available but one would call me asap. I asked her if one would really call me since yesterday I called multiple times and she told me my service advisor would call me asap and I never received any calls and she rudely replied "I sent the message." My call to Viva Ford requesting to speak to a supervisor was placed at 7:14am this morning. It is now 6:47pm and still no call from anyone. This is the worst customer service I have ever received and will drive to east El Paso or Las Cruses from this point forward. My truck has been to this dealership 6 times for the same tire pressure sensor light in the dash board without resolution and now they can't even figure out how to diagnose a key fob but yet charged me for a battery and said by truck was done. No phone calls, emails, or texts. Will not answer phone or return calls. I'm just glad my vehicle starts because if it did not this dealership would tell your "well we replaced the starter and charged your $300 but it did not fix the issue but your truck is done even though it doesn't start." More

Very pleased with the service we got. Robert was the one who took care of us and was very attentive and understanding. We will definitely be coming back! who took care of us and was very attentive and understanding. We will definitely be coming back! More

Excellent Customer Service. Employees are courteous, capable and knowledgeable. Great to do business with them. Will recommend to family and friends. Thank you Viva Ford capable and knowledgeable. Great to do business with them. Will recommend to family and friends. Thank you Viva Ford More

i was able to make same day appt staff knowledgeable & courteous office lay out sufficient for these times wait time sufficient for the work needing to be done professionally only inefficient proc courteous office lay out sufficient for these times wait time sufficient for the work needing to be done professionally only inefficient process is calling in takes too long to answer More

I waited for two hours and a half for regular oil change and tire rotation, I’ve had scheduled one day before; I expected to have my car washed or the works coupon applied for the inconvenience and had to c and tire rotation, I’ve had scheduled one day before; I expected to have my car washed or the works coupon applied for the inconvenience and had to claim for ut More

Besides the awesome renovations going on at Viva Ford, my services went on uninterrupted. In and out. Technician provided recommendations and ibewent with them to to end a good driving year with Viva F my services went on uninterrupted. In and out. Technician provided recommendations and ibewent with them to to end a good driving year with Viva Ford More

Clean and friendly environment. Talked to Robert and it was a good experience. He was able to help me with getting my car back on the road. was a good experience. He was able to help me with getting my car back on the road. More

Viva Ford el Paso, great service, thank you very much for all your in put and advices i will be back in the future Great job overall, all your in put and advices i will be back in the future Great job overall, More

1 week of calling to make an appointment for an oil change with no return call, I understand times are hard with the COVID Virus but people are just not courteous anymore. change with no return call, I understand times are hard with the COVID Virus but people are just not courteous anymore. More

Viva Ford El Paso. Get this word to the Executive Operations Manager! When a customer is given an estimated completion date in Service and it's not met, no call back on status when delay or problems Operations Manager! When a customer is given an estimated completion date in Service and it's not met, no call back on status when delay or problems are incurred, a courtesy call to the customer does NOT take much time to do. BUT when a customer does call to check on an overdue status and promised a return call TWICE, each time in between of over 2 hours, 4 hours and still no call back, THAT'S not service or concern. How much of my time is that worth? How much for my family's time since the vehicle was a gift for my son? Not deserving of a rating. You treat EVERY customer with the same courtesy as you would another or you won't be in business long in this very competitive business. More