The Car Group

Javier Lopez Castro was the BEST service rep. I have had since ive been taking my civic. Very professional explained things and he listened to what I had to say. You really need more reps like him.

Very professional and service was quick

He is always attentive giving me updates and he is nice and very polite

Clayton was very attentive. He was polite and friendly. I appreciate the service he delivered.

Love the videos while inspecting the vehicle

Very nice

Ram Diego provided excellent service!

Initially there were some issues with the arrival of the parts needed for repair but Q was able to work with the parts director to get the part sooner rather than later. He always made sure to give me a call to update me on the status. Greatly appreciate Q’s help!

Poor communication on status of my vehicle.

Chris identified that the sound I was hearing was my bearings and not unbalanced tires and the problem was corrected. I appreciate his knowledge and the repair didn’t take long. Chris is always professional and helpful.

Clayton Einck was a great help, maintained good communication throughout the process.

Tony was doing a great job!

First of all this survey and my invoice say Enrique helped me, he DID NOT, he was not there. Waited 5 hours for 1 replacement door handle and a oil consumption test (oil drain and read), was under the impression it would only be a few hours, no one communicated with me “we are really busy, perhaps you would like to wait at home?” There were numerous miscommunications between the service department and front desk to customer. When it was finally over, the notes on the slip said for me to drive 1,000 miles and come back, which I had just done! I explained this, annd fortunately a different young lady stepped in had to call the service area and clarify where I was in The process of oil consumption test, which is post chemical dip and 2nd round of 1,000 miles. So changed his notes to say .3L test passed. Then I drove off and while my driver side window was not working, it stayed up, the mechanic did not fasten the window clips, it actually fell all the way down in my door. Fortunately I was still close, frustrating end to a frustrating day. I told the service manager I was not real confident in the oil consumption test results given the series of events that day, he suggested I bring it back in another 1,000, which I guess I will do. My last few experiences had been very positive, this was not. Better communication would be appreciated especially if you know a customer is waiting on site.

Everyone was very helpful

John is amazing! He always make sure I have the best experience. He’s an asset to your company.

Good job everyone, thank you

Richard was very helpful and understanding with my current financial situation. Gave me options to do other work with my next visit.

Thanks team

Completely dissatisfied. I’ll never go back to Ford. They do not want to help. All they want is your money. And if you don’t want to pay their outrageous prices, you might as well be invisible. I waited for an entire hour for my vehicle to be brought to me when I was told it was ready for pick up. Then Rudy tried to tell me that there was “standing water throughout” the entire vehicle, which there was not. Anyway, I will not waste any more of my time, money or energy visiting this manufacturer.

My recent service experience at your dealership fell far short of the level of professionalism and customer care that I expected. I dropped my car off on Monday March, 2nd. I was told by Rudy that my vehicle would be ready for pickup by the end of the day. When I returned to the dealership that evening, I was told that the service on my vehicle was not completed and it would not be ready until the next day. Rudy was kind enough to offer that my vehicle be delivered due to the inconvenience of the car not being ready. The next day I received messages from Rudy informing me that the service had been complete and sent me a link to pay for my services. I was informed that after I made the payment, arrangements would be made to have my car delivered to me. Tuesday went by and I did not hear from anyone in the department again. As a result, the dealership retained my car for three full days without proactively communicating any delays or updates. During that time, I received no calls, messages, or explanations. I reached out myself on Wednesday March 4th, which left me uncertain about the status of my vehicle and created unnecessary inconvenience in my daily transportation needs. I did not have my car delivered until Thursday morning on March 5th. I acknowledge that my service advisor Rudy did offer to have my car delivered as an inconvenience when the car wasn't ready on the date of scheduled maintenance. However, what was particularly disappointing was the complete lack of acknowledgment or effort to remedy the situation after my car was kept for an additional 2 days—no apology, no courtesy update, and no offer of any form of accommodation despite the extended delay. For a dealership that represents a major brand and relies on customer trust, this level of communication and service falls well below reasonable expectations. I hope upper management reviews this experience closely, as timely communication, accountability, and respect for customers’ time are fundamental to maintaining customer loyalty and the reputation of your service department.