Wasn’t updated in a timely manner. When I called for updates no one would answer my calls on Monday. Left message but no response. Tuesday morning 9:00,no answer. Tuesday 10:00 no answer. Called back spoke with the operator she got a service person to answer. He promised the truck would be finished at end of the day but was ready about an hour afterwards. Tried to get old part it wasn’t available. Even though he never checked. I was unhappy with the way the cable was routed but the service writer said there was no one I could talk to about it. Very poor customer service!
I liked that Mark reviewed the van’s service history and he had some suggestions
Extremely courteous
Explained the service plan
Gustavo is what customer service is all about!
Thank you to Mr Mark **** and also to Mr Gordon service Director they both did a great job and very nice gentleman’s I will for sure be back to upland location you guys went above and beyond for me thanks I appreciate your team ! Thanks ????
Gus is a wonderful service rep!!! Great job!
Michael was great with communicating and answering my questions and concerns , but overall waiting for the time frame of when parts were in that were only a few miles away was very poor, was told 2 day till parts were in but waited 3 weeks to know of them being there and have to reach out my self to know insted of being notified when they were ready,
Ford of upland is so lucky to have a great service advisor like Gustavo. He was so helpful and I appreciate everything he did for me. I would come back every time for him to help me with my vehicle. An amazing guy!
Steven went above and beyond for me. I received a recall notice in June for my vehicle, tried scheduling the recall service twice at another (closer) dealership and never got anyone to call me back. And then on Wednesday, while driving with my one year old to pick up my 4 year old from school, the issue that the recall was for happened to my car and my breaks went out. I basically blew through a stop sign unintentionally because my break pedal went to the floor, and if there were other cars at that intersection at that time, I easily could have been in a very bad accident. I called Ford of Upland and explained to Steven what had happened and he had me tow my car in right away, had a great sense of urgency to find the parts needed to complete the repair, and get my car back to me as quickly as possible. Steven, thank you for your help, your kindness, and an all around wonderful experience.
I couldn’t anyone to text me details or answer my calls about my car. Also, I had just taken it to be washed and waxed, but when I got it back from the service it was covered in a fine dust and looks terrible.
I completely satisfied with your job!
It’s so hard to find a real professional these days, Mark **** handles my business and personal Ford service work so I don’t have to worry about it .
Upland Ford have my business because of the tenacity and integrity of this Gentleman.
I hope you appreciate his skills and professionalism.
You will have my personal and DANCO Anodizings business as long as Mark works for you and delivers this level of quality.
Thank You
Dropped off my car on Tuesday 9:15 and didn’t get it back until Thursday around noon and they didn’t fix the tailgate problem. Said they had to order the part. I called on Wednesday to check on my car and didn’t get customer service for 15 minutes and when I told the guy who finally talked to me I let him know I waited 15 to speak to someone and instead of apologizing he said we’ll give me your name so you don’t have to wait any longer. Said Tech was working on my car and said he’d call me back. An hour later he said no he was working on another car so it’s not ready. When I went to pick up my car I noticed 2 of the 4 service people were on their cell phones. No wonder I was waiting for someone to answer for 15 minutes. They said they’ll fix my tailgate next mo th. After that I’ll go to Citrus Ford.
Mark **** is the most unprofessional Service Advisor I have ever dealt with using a dealership. He does not return calls, states that the failed communication is the result of Ford of Uplands poor text service, yet his text to me work. The phone number he provides would answer then disconnect, asked price of service repair cost, total amount he gives me subtotal then tell me (customer) add tax. I had to contact Gordon the Service Manager who was wonderful along with Gayle I think is at the switchboard, she is awesome. I will never recommend, nor have my vehicle serviced at this dealership as long as it employs employees of this poor professionalism. I was told by Mark the hood latch assembly kit was in stock, took my car in on September 7th and finally received my car after I am told by Mark on September 13th that he would hope the part arrived on September 14th so they could replace it on my vehicle. If not for Gordon’s help I truly believe my car would still be at Ford of Upland.
Great experience. You guys are a class act.
Steven was very helpy. Kept me posted on status of repair
Gus was very very polite and on the job!
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