Luis Castillo | Page 2

The absolute worst experience I have ever had. I dropped off my 2014 Ford Focus on Wednesday morning, in which he told me that they were busy and he wouldn't be able to take care of it until Frida I dropped off my 2014 Ford Focus on Wednesday morning, in which he told me that they were busy and he wouldn't be able to take care of it until Friday, which I thought was acceptable and left him the vehicle. I then proceed to hear nothing from him for 5 days until I called asking for a report on my car on Tuesday. He tells me the clutch is bad and that it would cost me $3,700. I have a receipt from the last time I changed this car's clutch, and he only charged $1143 (he was also the person that installed the last clutch). I told him it was ridiculous that he wanted me to pay triple the price for a clutch that he only replaced 30,000 miles prior. Turns out that there was a class action law suit against Ford for the dual-clutch system that he installed last time and tried installing this time, which I had to learn myself, no information from Luis or the dealership. After rejecting to have the clutch changed as the car was worth almost as much as the new clutch, I asked him to reset the transmission program that was supposed to help alleviate the issues with the transmission and he tells me that I will be able to pick up the car on Wednesday (this car is a 2014 on its 4th transmission and has been repaired every time at this dealership). Come Wednesday and there is no call, so I call the dealership and he is in a meeting so I leave a message for him to call me for a report on my car that was supposed to be finished that day and he blows it off and goes home. The next day comes and I have to call again since nobody seems to even care about my car anymore and they tell me that it hasn't been worked on yet and that they would have it done soon. Luis wasn't even the one to pick up or the one to call that I could come pick up my car. When I get there, it has been 8 days, with no reports on my car unless I call asking for its progress, and he won't even have the respect to even offer an apology for the service he provided. When I asked him questions about the last clutch that he did not warn me about being faulty in the first place, he said he could not speak on it as he was not the one to install it. But going back to my old receipt of the last change of the clutch, he was the one that installed the last clutch on this car. On top of all of this, the car runs even worse than when it was dropped off. The car now lurches forward all the way through third gear making it near impossible to even drive anymore. Ford is a dirty, manipulative company putting out sub-par cars and hiring people like Luis who just blow off the customers not even providing a replacement vehicle for keeping it an entire 8 days. I will never be coming back here and I will be selling this Ford Focus and never buying a Ford again. More

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Luis did a terrific job. He was attentive to my needs and made sure my vehicle got the service it needed. Thanks again He was attentive to my needs and made sure my vehicle got the service it needed. Thanks again More

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Everyone was nice got the car back on time can’t wait to go back again go back again More

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Had a recall on my Expedition was told would be done in 2 days. Told them I absolutely had to have it the next day because I was going to work. Day two no call so I had to call them. Of course it wouldn’t be days. Told them I absolutely had to have it the next day because I was going to work. Day two no call so I had to call them. Of course it wouldn’t be done. Was told they would give me a rental for one day. Problem with that is my work requires me to be on 3 days 72 hr shift. They knew there was a possibility that my recall would have the problem that would take longer. Just tell me so I can plan accordingly. I’m tired of calling people and doing their job for them. It got mitigated but only after I made a big complaint. It just gets old!!! More

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Went in to have an oil change and look at door lock actuator which was not working. Was later called and told the actuator would cost $650 to replace. I denied service and purchased the actuator from actuator which was not working. Was later called and told the actuator would cost $650 to replace. I denied service and purchased the actuator from them for $30 and spent 2 hours of my time doing it myself. How can you justify charging that much when your own parts department carries the part for so cheap. Service department is a total scam will never be back to this dealer. More

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Brought my Fusion in for its 90,000 service. Luis handled my service and did (as always) an excellent job of hearing and addressing my concerns in a professional manner and keeping me informed Luis handled my service and did (as always) an excellent job of hearing and addressing my concerns in a professional manner and keeping me informed of my car's status up to delivering it back to me. Can't ask for a better service provider! More

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Luis was wonderful to work with! And he’s a vet! Go check him out if you need service on your ford And he’s a vet! Go check him out if you need service on your ford More

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Have serviced my cars at Hemborg for years. Would not go anywhere else for service and repairs. Thank you Luis for your help. Dee McGroarty Would not go anywhere else for service and repairs. Thank you Luis for your help. Dee McGroarty More

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Thank you Luis for always being kind & knowledgeable & getting the job done. Its always a great experience doing business with you. getting the job done. Its always a great experience doing business with you. More

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Great service. Checked everything out . Washed the truck and made my wife feel very comfortable Kristin was great and was awesome. Checked everything out . Washed the truck and made my wife feel very comfortable Kristin was great and was awesome. More

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