West Hills Ford

Beginning with my first communication with West Hills Ford, it became immediately apparent that I was going to have an extremely poor customer service experience. From the very beginning, I clearly c Ford, it became immediately apparent that I was going to have an extremely poor customer service experience. From the very beginning, I clearly communicated to the salesman that I desired to purchase a specific model (F-350), and yet, I continually found myself being steered toward purchasing different models that were currently available on the lot and didn't meet my needs. In terms of pricing, I was simply given some quick numbers displayed on a screen, but no written quote was ever given to me. I had to ask several times before I even received a simple break-down of the costs involved. When I finally received a breakdown of the costs, it was simply a sheet of paper showing my monthly payments for the vehicle and a handwritten note stating that they were unable to give me a quote. The biggest problem with the trade-value of my old vehicle was misrepresented. The salesman originally told me that my trade-in would be worth $26,000. However, when I looked at the quote, I saw that my trade-in value was actually $23,701. And instead of reducing the price by the $2,299 that was missing from the original estimate, they decided to reduce the price by including the Washington State Tax Credit. Those are two completely different things. I was also told that the dealership could offer me "invoice pricing" which I believe refers to the price that the manufacturer sells the vehicle to the dealership for. Unfortunately, the quote I received was not representative of this pricing structure, and the numbers that I was quoted were not competitive with those that I had received from other dealerships. Communication with West Hills Ford has been inconsistent. I received an e-mail from the sales manager of West Hills Ford that was signed in the name of the General Manager. While this may be the normal procedure for signing emails, I never received a response back. During the test drive of the truck I was interested in purchasing, the salesman made completely unnecessary and unprofessional comments regarding disabled veterans. He stated that he has trouble with disabled veterans claiming disability when he believed that there is nothing wrong with them. Regardless of his intentions, these types of comments should be concerning to a business whose primary demographic is comprised of military personnel and veterans. Comments like this do not help to build trust or confidence with your customers, especially when many of your potential customers are part of the military and veteran community. For reference, I have previously purchased two new vehicles from West Hills Ford. However, after experiencing the horrible service during my most recent visit, I went ahead and purchased the vehicle from another dealership that gave me clear and accurate written pricing and a much more streamlined and professional process. If you are considering doing business with West Hills Ford, I would highly recommend getting everything in writing, thoroughly examining all numbers associated with the transaction, and being prepared to continue asking questions and seeking clarification. More