Towne Ford – Service

Horrible customer service! What a joke!
I called on Thursday because my car was being towed through Ford to the dealership. I called to find out when I would be able to make an appointment and also to confirm it is ok to have my car dropped off/​will be dropped off and leave my information. When speaking with Ford I was told this was the normal procedure if I am not accompanying my car so it should’t have really been an issue to begin with.
I originally spoke with a woman who told me a manager would call back in 10 minutes and she took down my information. My car was supposed to be dropped off that day but we had issues with the towing company not knowing they needed to drop it off so I also called again to update them since they should have been expecting to sign for my keys. No one called back.
Friday I call and no one answers at 8:45 AM so I left a detailed message again just asking for a call back since my car was now being dropped off before noon. No one called back by 11 AM so I called again. I reached a woman who didn’t have any of my info in the system and no note someone should call me. She transferred me to the same voicemail as before. I called back and explained I’ve tried to reach someone there since the day before and it’s just the voicemail. I get transferred to another voicemail. I call back again and ask to leave a message with her. She takes my info down.
Around noon I get a call from Towne Ford letting me know my car was there and I can’t just leave my car there. LOL. (That’s probably why I called 6+ times to confirm it could even be left there and if they had appointments!) So I went through the same song and dance with yet another employee there and she once again took down my information and told me a manager or service person would call me back in about 10 minutes.
That was Friday afternoon. It’s now Monday morning and I haven’t received a call. I followed up this morning and had fun explaining everything to another person. He looked my info up in the system and can’t find me, doesn’t see my car, and doesn’t know what I am talking about. SMH.
All I needed was a estimate on ONE tire/​rim/​rotor and to order parts. Since they can’t keep track of one customer I am not comfortable with them. I called to have my car picked up and towed to another dealership. I will never be back.

My rating would be NEGATIVE 5 STARS. Worse service department in the bay area, maybe the whole state! Never get your vehicle ON TIME regardless of the appointment you made 2 weeks in advance. Every single time I’ve brought my truck into this Service Dept, there was a problem and nothing but excuses.
Even the Sales Dept. was a scam. The truck remote control lock /​unlock kept blowing the 20a. fuse. A salesman replaced the fuse with the wrong fuse. He used a regular size fuse forcing it into a minifuse box and it blew the same day. They told me to make an appt with the service dept and eventually told me the vehicle was not a «CERTIFIED,» used vehicle so its not covered. But they did offer to sell me an extended warranty for another $ 2000. What a joke. I had the truck less than a week.
«Steer,“clear of this Service Department. Its a world of headaches and stress.

Every time I take my car here to get fixed they always solve the problem, however, they end up breaking something else in the process. They fixed my heater and then when I got it back the air conditoning no longer works. Now, not even 3 years later my heater no longer works. The boss Hank is less than helpful. They charge a ton of money just to diagnose the problem and then charge a ridiculous amount of money to fix the problem. I will never take my car to them again.

For service: Came in with a one-​week old Ford Expedition with condensation in the headlights. Service manager had an attitude and said he would check to see if it was covered. What? Brand new car. I suspect he would’ve been more helpful if I had bought it from that dealership. My information was taken and I was told that once they received approval from Ford they would call and get the process for replacement started. They never called. Getting service Serramonte Ford from now on, even though much farther away. I had previously been in looking to buy the Expedition but ended up buying from another dealership that had what I wanted in stock. But, definitely more stars for sales guys.

Had my car towed here when it broke down in Menlo Park. Since I live in Union City, I normally take my car in to San Leandro — not anymore! When we called to let them know we were on our way in, someone actually answered the phone. Then Scott in the service department was so helpful and understanding. He didn’t talk to me like I was ignorant (even though I know nothing about cars) and told me what to expect. Then HE ACTUALLY CALLED THE NEXT DAY LIKE HE SAID! AND THE CAR WAS READY! I’m used to having to make do without a car for at least a week, never hearing from them, and never getting anyone on the phone — and I thought this was normal. My Towne Ford experience showed me how un-​stressful car service can be. Thank you.

Never answered any of my phone calls to get service done in my car. I even left a voicemail for the manager, and my call was never returned. Go to Veracom Ford in San Mateo.

Had to have some warranty work done on our new Expedition. Normally it would be a major pain to be without my car and schedule around my work and family commitments, but the staff at Towne Ford could not have been nicer or more accommodating.
Jose in customer service was my main contact. He was friendly, helpful and went above and beyond to make sure I was the least inconvenienced possible. He greeted every special request, schedule change and concern with a positive attitude – even calling me weeks after our last appointment to tell me I’d left a CD in the stereo they had to replace and he saved it for me!
Everyone I encountered gave great customer service. It was a truly impressive and satisfying experience to be so well treated in a time where treating the customer right is not always an automatic thing.
Well done Towne Ford!

I got the opportunity to work with Frank with the Body Shop. Frank went the extra mile to make sure I was satisfied. I was very happy to get follow up calls to let me know where my car’s progress was. I have not experience this type of customer service in a long time. THANK YOU FRANK!

This isn’t the first time this happened: Once again I went back after #towneford in redwood City, didn’t put the air cleaner back in right after servicing my car. #Ford The mechanic had the nerve to tell me that a two year old car from Ford should have a loud exhaust noise. He then went on to ask what I ran over! (Is it because I am a girl he treats me like this every time I go in?) I took the day off work to be treated badly and didn’t even get an apology for their mistake– which they admitted to in he end. So annoyed…
Last time I went in they made another mistake that costed me a day off work @towneford @fordusa

This is a review of my experience with their service dept (not sales). I had to get my Ford Escape serviced due to a recall. I chose Towne Ford because they are equidistant from my home and office. I had a pleasant conversation with their customer service dept, (whose parents used to live on my same street in SF!). The night before I had my appt. I read the awful reviews of them on here and got super freaked out about taking my car to them! But there aren’t many Ford dealerships in the bay area and this was easier than going all the way down to San Jose or across a bridge.
It’s only fair to say I had a really positive experience. They were pleasant and had no problem just fixing the recall issue and not doing any unasked for service. They have a shuttle that will take you to (where you need to go? Not sure since my boss picked me up), They really deserve 4.75 stars from me because my only complaint is minor — instead of calling me when the car was ready, I had to call them. But really everything went very smoothly and now my car is not a death trap (we hope). Thanks, Towne Ford!

My wife had her 2007 Escape towed in on a Thursday morning after the vehicle began bucking and making a loud squealing noise. She was in Menlo Park when the car started to act up. The service adviser drove the car after it was unloaded from the tow truck and could not replicate the problem. He talked to my wife as if she was in third grade (which really wasn’t advisable). Then the fun began.
The dealership had the car for four days and never called or contacted us to let us know what is wrong with the car. I called this morning (Monday) and sent an e-​mail and got no response. I just called again and found out the service adviser is off for the day. OK, so nothing happens to his list of cars on his days off? WTH?
They are now trying to reach him to find out what is going on with the car. Three and a half hours have elapsed. Their record-​keeping must be stone slabs and chisels. I gave them the Repair Order number and the Tag Number, along with my last name, first name, VIN, and date when it was brought in. And they don’t know what is happening with the car?!?
After seeing the other reviews, I regret bringing the vehicle to them. My wife wanted to tow it over the hill to James Ford, where we bought the car and normally have it serviced. I said the tow job would be too expensive; I should have kept my mouth shut. The hundreds it might have cost to tow it to Half Moon Bay pale in comparison to the grief I am getting.
My advice? Even if you break down on El Camino Real at Beech Street in Redwood City smack dab in front of Towne Ford, do NOT have your car repaired there. Pay whatever it takes to take it somewhere where they appreciate your business. And, it goes without saying, with business practices like these, NEVER buy or lease a car there. No matter how good a deal they offer.

A quick message to give my appreciations to the Service team at Towne Ford.
Not only did they fix the problem I came in for, in a timely fashion, but
they were also accommodating, informative on status of the vehicle, AND
fixed other problems in the car that I hadn’t even mentioned.
The service is absolutely outstanding. They called me with updates, found minor problems, it was easy to drop my car off and pick it up, and everyone was so kind.
I’ll be going back again for anything I need, for sure!

Got my ford escape serviced today and Julian was very nice and cheery. They were accommodating and, even though they took longer than they told me, I was still happy. Only reason they didn’t get more stars is because the woman who first answered the phone was rude and cut me off and the woman she transferred me to was very stoic. Also, the man that brought me my car up didn’t even acknowledge me.

This review is for the body shop; the service center probably gets 4 stars based on past experiences.
My car has been at the shop for about 3 weeks now for a 6 hour repair. 1.5 full weeks of that, they didn’t answer their calls or return messages. The only way to contact them is to walk into the shop.
Right now, I’m sitting in the shop waiting to pick up my van. Yesterday (when I dropped into the shop because I hadn’t been able to get through on the phone), they told me to come back today at 4 and it would be ready. However, right after I left, they found out that the last step, a detailing, would not be able to be finished today… or even this week. it didn’t occur to them to call me and let me know this. So, after driving through rush hour traffic, they informed me they can’t finish til next week. Or I could pay 2 hours labor for a spray wash and vacuum for tomorrow.
I decided to skip the detailing and get it done myself, even though it would be a pain to sort out with the insurance. So I’m waiting for them to make an invoice so I can check out today. We’ll see how that goes.

The first time I came here the service was horrible. Shuttle was 45 minutes late and the driver was unprofessional. They called to tell me my car was ready and when I arrived it was not. They finally finish it up and pull it around. They had told me they were going to wash it but it was still dirty. So I had to wait while they washed it.
I have the prepaid maintenance plan so there were no credits they could apply to make it up to me. The service manager promised me next time he would but me breakfast.
I go back for my next scheduled service. I made the appointment ahead of time and reminded them to order my parts and that they owe me breakfast. I get up early to bring it in and the manager laughs when I remind him breakfast is on him. Then he says he doesn’t have cash. If I had known I couldn’t trust his promise I would have had breakfast at home. Instead I am now out $ 12 for a breakfast that wasn’t even good.
Think I should start taking it to Fremont instead

This review is for the service department and the service manager Jim in particular. I am the mechanic for a construction company that uses heavy equipment. I have to work on the equipment so if I’m swamped with equipment I can’t work on the trucks. Towne ford is ford is close to our shop so I have taken 3 trucks there in the past year and dealt with Jim every time. EVERY TIME HE HAS OVERCHARGED US and tries to squeeze us for every penny he can think of. He’s the type of guy that gives all repair shops a bad name. Do not go to towne ford for service. I highly recommend Mission Valley ford. It’s a further drive if you’re along the peninsula, but they’re fair and they don’t gouge you like towne ford. If I could give towne ford 0 stars I would.

This review is regarding their service department. I did buy a car here, but that was in 1992, so can’t speak to the sales department!
My ’04 Expedition was overdue for the major 60k service. I called Serramonte, Veracom and Towne to get quotes. I had brought my SUV to Serramonte for minor maintenance in the past, but wanted to compare prices since we’re talking quite a bit of $.
The Serramonte service advisor gave me a quote quickly, but almost too quickly if that makes any sense. No other useful info or questions.
Veracom, after being transferred three times, gave me a range of $ 489 to $ 999 for the factory recommended service. Why the huge range? «It depends on what we need to do». Huh? He couldn’t provide any reasonable explanation.
Finally Towne. I was quickly transferred to Julius, a service adviser who asked for some details and reviewed with me what the factory maintenance included (matching my manual… imagine that). He provided a quote and also mentioned a 15% off coupon that could be applied. Without the coupon, they were about the same as Serramonte. I went ahead and made an appointment for the following week.
Appointment Day
Julius quickly got my paperwork ready and added an additional service I requested. I was out of there in no time.
Got a call from Julius mid-​afternoon, pretty much around when he said it would be ready. Arrived, paid (with the discount!) and they brought my truck around freshly washed.
So, no complaints here and while I’m usually a DIY’er for regular oil changes and such, I wouldn’t hesitate coming back to Towne for any other services!

Ok update.
The Sales manager at this dealership called me and apologized. Said he understood my frustration and would make arrangements to have the car picked up at our house, the perma-​plate done alone with the seat coating and have it returned. No problem, I even said I would remove this review afterwards.
They arrived to pick up the car and dropped it off 4 hours later. We were out so they left the keys in the mailbox as instructed. No problem there.
However … when we got back we saw what looks like bubbled paint on the hood. I called the salesman and he said, get this … it is from Bird poop and that I should call them back in 6 months, say it just happened and that they can get perma-​plate company to fix it (the company that does the wax job).
Now remember this was not there before, there was no bird poop on this car and the car is only 4 weeks old. What actually happened is when they stripped the previous wax off to add the product on the car they burned it and tried to push it back on the customer. (Remember what I said about finding a ford dealership that actually cares in my previous review?).
So here we are, paint is bubbled on the hood and the sales manager said they cannot help me and that the owner of the company will call.
I am still waiting for this call …

I’ve been taking my car to Towne Ford for service for a few years. Mostly decent experiences, though there have been some bumps (forgot to reassemble a seat). They’ve been good about correcting mistakes.
As for sales, I tried a couple of times, but never heard back from the sales person after discussing what sort of vehicle & options I was looking for. I finally gave up, found another dealer a little farther away, and bought the car I wanted. I’ll probably drive farther to have it serviced because I don’t want to put up with flakiness.

My Focus was rattling so much that it sounded like being surrounded by a family of poisonous snakes. So, during the latest 10,000 mile (–ish) oil change, I asked if they could find the source. Not only did they find it, they fixed it. They didn’t find what was rattling in the door whenever I turned the music up too high (I know what a blown speaker sounds like — it wasn’t that), but whatever they did to the ceiling panel fixed that too, because I rode home in a quiet car with loud music and didn’t hear a single click or buzz out of it.
I worked with Scot, who was courteous, professional, and didn’t assume I don’t know anything about cars like the service department at another Ford dealership closer to home that shall remain nameless. He explained everything, didn’t dumb it down, and even followed up on a separate issue later on. They had to keep the Focus overnight, so they gave me a voucher for a free day’s rental at the Hertz place across the way. I’ll review that separately, since it was an odd experience on its own, but it was great that I didn’t have to pay to rent a car for the night.
Towne Ford is nowhere near on-​the-​way to anything we do, but I’ll keep taking the car there regardless. Thanks guys!