Marin County Ford

Had a recall performed. Work was completed in a timely manner . Very professional Satisfied but heard that you will pick up and return vehicle but t a two notice is required Work was completed in a timely manner . Very professional Satisfied but heard that you will pick up and return vehicle but t a two notice is required. That is unacceptable. More

I was not please with my last two services at Marin Novato Ford. One was for a part for a recall that wasn't in. The other was an over three hour service without a call while waiting for my vehicle. Novato Ford. One was for a part for a recall that wasn't in. The other was an over three hour service without a call while waiting for my vehicle. Furthermore, my car came back with foot prints which I ended up having to clean. More

Worst experience ever! i brought my car in because the curtain on my sunroof came off the tracks. Sunroof was partially disassembled and parts ordered. When they came in, i brought my car in because the curtain on my sunroof came off the tracks. Sunroof was partially disassembled and parts ordered. When they came in, either more issues were found or something was damaged while trying to repair. Additional parts were ordered. It took weeks to get the additional parts, during which time someone hit my car in the lot and it needed paint and minor body work. When all was finished, the sunroof did not get adjusted properly and the car needed to be returned. And then I discovered that a clip on one of the rear courtesy lights was broken and someone tried to shove the light back in rather than order a new one to replace it. I wasn't happy about any of this, nor of the total time it took to finally get my car back - 2 months for the main repair and an additional week for the light (which still hasn't been replaced, but the additional delay is on me) - but I would have dealt with it. The worst part of this whole situation was the lack of communication by my service advisor. I had to initiate communication far too many times to count. And more than once it took multiple messages before my call or email was returned. When I got my car back from the initial sunroof repair, it sounded like wind was coming in from somewhere. I had my local dealer ride with me and was told that the glass needed adjusting, it was too high. Max picked my car up on Sunday afternoon and dropped off a loaner. Figuring an adjustment should only take an hour, tops, when I hadn't heard back by noon I called. And was told they were 'still working on the sunroof issue going through components right to see what the cause is and what's loose'. I told them it needed adjusting, not that it was loose. It's like they didn't listen to me or what the shop foreman at another dealership could see was wrong just by looking at the top of the sunroof. It got fixed, and I got my car back later Monday afternoon, but just one more thing to be frustrated with. I've worked in dealerships for close to 15 years. This is not how you treat customers. You don't make the customer call you for status of their repair. And you don't 'get busy' or 'forget' to call to update the customer. To me, this is almost unforgiveable in ANY business, not just the car industry,. I am seriously considering selling my car and buying something from another dealership. I certainly will not be recommending Marin County Ford to any of my friends any time soon. Bottom line, the problem was fixed although more issues were created along the way, and the paint/body work was taken care of. But communication was terrible. The only positive about this whole thing is that Max lives close enough that he was able to swap vehicles out for me and I didn't have to drive back and forth between the dealership and my house - 30-35 miles one way in commute traffic. I didn't respond, initially, because my car wasn't done. Considering that not only did they need to fix the original problem but also additional issues with the sunroof, get the car painted, and adjust the sunroof after the fact, I really didn't even want to think about sending a review. Both Max and John are well aware of my dissatisfaction with their department. More

I felt completely taken care of. They went an extra step to meet my requests. Thank you, guys! They went an extra step to meet my requests. Thank you, guys! More

Fast and easy No They told me how to help prevent rats from chewing wires again from chewing wires again More

The new online system showed exactly where in the process my vehicle was and was helpful. Also my service advisor came to look for me. my vehicle was and was helpful. Also my service advisor came to look for me. More