Steve is very good about keeping us informed as to the status of our service or repairs, we also appreciate his friendly approach
Took 6 full days to tell me they couldn’t find anything wrong with my car. So I was with out a car for that time. Due to back load of other cars needing service and mechanics on vacation or not on site that day. Lack of communication also was a major disappointment. All this just for a check engine light and a recall on my doors. If I was told in the beginning and not lied to I would have been happy but when I called up told me two hours when I dropped it off they told me next day after that and you had my car you decided to keep in the dark until my contact was back and that when I found out there was nothing they could find on the check engine light beside what I already knew. My car is over heating for some strange reason. So from Thai point on I will never take my car to ford and after I’m done paying this car off I will never buy a ford again so thank you. For giving me this reason.
Quick response to request for service !
I am extremely impressed with your service dept. Your employees are very friendly- I felt welcomed! Eric was awesome! He delivered my vehicle as promised- in fact, earlier than scheduled. He is nice and highly knowledgeable. My recall was an urgent matter, and I feel that your dealership cares about its customers. Although I live in Fontana, I found myself a new place at FORD of Upland. I’ve relied on Citrus FORD for years and was almost always dissatisfied with their department- long and unnecessary wait times. Thank you!!!!
Perfect and fast in by 8am out by 8:45am love this place
Timely, courteous and professional, well done
Our original appointment was made with Robert on 12/31/18 @ 7 am. I was contacted by a customer service lady (she was very nice but I am unsure of her name) on 12/27/18 that there would be no one to service the vehicle on the 31st and to reschedule. On that day, 12/37/18, my other vehicle was in for some issues. I asked the lady if there was anything to be done on the 12/31/18 date because it was a day off. She checked with her manager and they insisted that someone would be there to diagnose the truck and it was okay to keep the 12/31/18 appointment. They made sure that I was aware that the person was “training” and that no guarantees were possible. I agreed, and in turn scheduled a follow up appointment for 1/2/19 “just in case”. On 12/31/18 my husband brought in his truck only to immediately be turned away by Mr. Robert Perez without explanation except “there is nobody here to help with that issue “ (the truck is having a Sync issue). Upset, my husband came home but I figured since I had the 1/2/19 appointment it would be okay. On 1/2/19 @ 6:50 am I arrived at Ford of Upland. I was (what looked to be) customer #1. I was helped almost immediately by someone (not Mr. Perez) and was given my paperwork and promised a time of around 12:00 pm noon for an update. Around 2:00 pm, I texted Mr. Robert Perez on the text message that he sent asking for an update. No response via text or phone was given. At approximately 3:15 pm, my husband called Ford of Upland and spoke with Mr. Robert Perez. He imformed my husband that the vehicle was just taken back 20 minutes prior for diagnosis. When I found out, I immediately contacted Ford of Upland to see what was going on. When I asked Mr. Perez why I didn’t receive a text or phone call about the vehicle, he was very short with me saying “we are talking now.” He proceeded to tell me that there were other vehicles there from the days before and that they took priority. I understand that but again I asked Mr. Perez why I was told 12:00 pm noon and why I also received zero texts or phone calls. He would not respond except to be very rude on the phone saying, “the car is being looked at now ma’am so I’m not sure what the probelm is.” I asked if he was the manager and he said he was one of the managers and I said I was not happy with the way he was treating me over the phone and would be filing a complaint, he almost immediately changed his attitude. I hung up and within 10 minutes I received a phone call from Mr. Perez letting me know the issue of the truck.
My only concern is that I had a 7:00 am appointment, was promised a call back by 12:00 noon, and at 3:15 pm after we called the truck went back and by 3:30 pm we had a diagnosis. What is the point of an appointment if managers will not follow up with phone calls letting the customer know what is going on. A phone call stating that they were behind would have been nice and what I was trying to explain to Mr Perez. Upon picking up the vehicle, he was nice, however, that doesn’t change the fact that he was rude prior.
They did great job and very fast
Although it was busy it didn’t take too long. It was a pleasant experience.
My rep Kim, did not communicate with me, car took over 2 weeks to be completed. Was clueless on what was happening. Worst experience ever!
Robert is the best. Friendly and professional and he really knows his stuff. He is a pleasure to work with.
Awesome work done on my Explorer.
Kim is by far the best customer relations person we’ve ever had the pleasure of meeting. She goes the extra mile and we appreciate her very much.
He was friendly and very accommodating! Thank you!
Didn't receive a timely call back from the person who was supposed (Robert)to call me until the end of the day to tell me if I could leave my car overnight. I called the dealership 4 times and left messages but no call back or acknowledgement that I had called.
Steven Martinez has managed the service of my vehicles from the time he started at Villa Ford and I followed him to Ford of Upland because I trust him to take care of my vehicles.
Great service and thank you for the quick service!
Steve did a very good job. He kept me up-to-date and inform the whole time. It was a pleasure working with him.
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