West Hills Ford

Service was excellent as always. Service rep was friendly and very helpful. All questions I had were promptly answered. Service rep was friendly and very helpful. All questions I had were promptly answered. More

Same as the previous review, Vince was great and knowledgeable. Everyone I have delt with here are. However, this past oil change our DEF fluid was not topped off. This has been done every oil chang knowledgeable. Everyone I have delt with here are. However, this past oil change our DEF fluid was not topped off. This has been done every oil change we have received with West Hills, one of the main reasons we keep coming back. If this service has stopped please let your customers know at time of service. Very disappointed. I did call and spoke with Michelle and I was told she has always charged customers for this service. Again, please just keep us updated! Overall, great experience and service with the Wslest Hills family! More

Didn’t honor quote for recommended batteries ( note plural…. Batteries). When I brought it back in for the batteries I was told quite was only for one in spite of them knowing their recommendations for plural…. Batteries). When I brought it back in for the batteries I was told quite was only for one in spite of them knowing their recommendations for my diesel’s two batteries. More

Vince was great but dealership is getting cheap . . no longer topping off DEF and passing credit card 3% on to customer . no longer topping off DEF and passing credit card 3% on to customer More

Vincent's explanations and assistance were detailed, helpful and knowledgeable. I'm happy with the vehicle service. Excellent experience overall! helpful and knowledgeable. I'm happy with the vehicle service. Excellent experience overall! More

Vincent made the repair process seamless. On my way to pick up my rental car quickly, and called promptly when repairs were finished On my way to pick up my rental car quickly, and called promptly when repairs were finished More

Michelle was excellent with explaining service details and options and best of all, her customer service was awsome. and options and best of all, her customer service was awsome. More

In 2022, my Ranger XLT developed some kicking and jerking and this was getting worse and worse. Still under warranty at around 50K miles, I took it to Santa Monika Ford, I was staying in LA at the time. They and this was getting worse and worse. Still under warranty at around 50K miles, I took it to Santa Monika Ford, I was staying in LA at the time. They said it’s the transmission and it needs to be overhauled. They took the transmission apart and then decided it needs to be replaced with a new one. They did that but my truck was still jerking, maybe even more. To make this short, I took it to them three more times with no results and after that they said they are giving up: they are unable to locate the problem. In May, 2023, they were willing to start the Lemon Law procedure against Ford. I however didn’t have enough time for that, had to drive back to Port Ludlow. Well here I took the truck to Bremerton where the guys have figured out what was wrong (some EGR sensors), fixed it, and now it runs even better than new. Amazing. More

Took my car to the dealership to fix a battery issue, that part went fine. While they had the car they did a lookover and recommended the 50k mileage maintenance and to do so would keep the car with them that part went fine. While they had the car they did a lookover and recommended the 50k mileage maintenance and to do so would keep the car with them a few extra days. I agreed and paid for a rental car in the meantime. Car was supposed to be ready thursday. Thursday comes and I hear no word so I attempt to call and can not get ahold of my service manager so I leave her a voicemail and extend my rental car by one day to friday. Friday comes and I have still not heard back so I call around until I get ahold of someone who tells me my service manager is on vacation, which is fine. What is less fine is she didn't hand off my car to any of the other service managers or whoever she did was incompetent so the maintenance I was waiting on and paying for a rental car to get done was never performed. Very unorganized and not worth your time and especially not your money. More

Where should I start? To provide a bit of context, I bought my very first car from them over 23 years ago. Recently, I became interested in purchasing a Mustang Mach E. I To provide a bit of context, I bought my very first car from them over 23 years ago. Recently, I became interested in purchasing a Mustang Mach E. I scheduled a test drive and began planning for the purchase. I put down $500 to reserve a model that was expected to arrive in about a month. However, time passed, and I received no communication or follow-up from the dealership. I attempted to reach out via email, but I received no response. A week into my camping vacation, I unexpectedly received a text from a different dealership sales representative. As it turned out, the salesperson I was initially working with had gone on leave for some reason, leaving a gap in communication. The vehicle I intended to purchase was delayed, and the dealership had to work quickly to secure the model I wanted, albeit in a different color. It seemed that their organization wasn't quite up to par, and I couldn't shake the feeling that I could have obtained the car sooner if things were better coordinated. During the paperwork-signing process, I made sure to opt for the ultimate protection package, which included a protective plastic film to safeguard my car from scratches and dings. The sales agent informed me that this would require a special order and custom cutting, leading to some wait time. I was told to anticipate a call when it was ready. Six weeks went by, and I still hadn't received any call. Frustrated, I decided to reach out to the service department, only to discover that the protective film could have been installed on the day I bought the car. There was no special order necessary. I scheduled an appointment, which was supposed to come with a loaner car. Upon arriving at the appointment, I had to wait an hour before they could provide me with a loaner. I was shuttled to a separate car rental facility, where they proceeded to conduct an insurance audit. Unfortunately, due to missing insurance requirements, they refused to rent me a vehicle. This resulted in my return to the dealership without any service on my car. I was instructed to await a call from the sales department. Nearly two hours later, I finally received a call. I explained the situation, hoping for some flexibility, but they remained adamant. I had never encountered such an ordeal with a dealership before. Despite having paid for all the extras, they insisted I increase my insurance coverage, an unnecessary demand from their rental company, not mandated by my finance provider. They even declined my request to secure a rental from a different company. Feeling the need for the additional car protection, I reluctantly upgraded my insurance. However, I requested a full car detailing as a gesture to compensate for their numerous missteps. Regrettably, they rejected my request. It was clear that their commitment to customer service was lacking. I was left with no choice but to allow them to carry out only what I had initially paid for. They even offered to refund the money I had spent on the extra protection, but nothing more. Their main concern seemed to be securing my payment. I am extremely disappointed by this experience and have no intention of purchasing another vehicle from this dealership. I am willing to travel greater distances to find a dealership that values customer satisfaction. More