Marin County Ford - Service Center

Excellent service, very fast, car serviced as promised. Clean shop and waiting area, super friendly staff (Thanks Sean!) . Clean shop and waiting area, super friendly staff (Thanks Sean!) . More

Everytime i bring my vehicle for service, something goes missing. Last time, I was missing my engine cover. I asked for the cover back without ever getting an answer. I also complained about the really missing. Last time, I was missing my engine cover. I asked for the cover back without ever getting an answer. I also complained about the really bad job they did putting washers and screws back on my skid plate. The calipers on the front were missing the protective rubber seals. Whether they fix those issues or not, I will have to check. I just dont trust the quality of work that was done to my vehicle. More

Very helpful staff. Patient, polite and knowledgeable. The initial diagnosis on my Ford Fusionn was correct and promptly fixed. Patient, polite and knowledgeable. The initial diagnosis on my Ford Fusionn was correct and promptly fixed. More

Worst Service from Car Dealership EVER! Great Salesman but worst service ever for a car dealership I have ever experienced. I bought a Used Ford from them and it have 8 issues that needed to Great Salesman but worst service ever for a car dealership I have ever experienced. I bought a Used Ford from them and it have 8 issues that needed to be fixed with it. One major issue was the electrical system indicating car door was open when its not and alarm going off for no reason to name a few. They told me to bring in the car and they would take a look at my issues. Its a 45 min drive for me to get there. I did and they did not check it out at all. Said I had to leave the car but I they had no car rentals for me. So I scheduled a 2nd appointment with service and I told them I needed a rental car and the confirmation email indicated an rental. I get there and they dont have a car for me. So I made a 3rd Appointment and drove the 45mins there. I got a rental car and said it would be 1 or 2 days and they would call me the next morning. At 2:30pm I call them after not hearing from them and they told me they dont have the parts even though I have been there 2 times before with a list of issues. I was angry but said fine when will the car be ready. They said parts will be in next week(it was thursday). Okay I said fine call me when its ready. Then they told me No and that I needed to pick up my car on Friday and then schedule a 4th appointment to get it fixed when the parts arrive. that would have been 4 trips each taking 90 mins of my work day totalling 6 hours of work time I would have lost. I told them I was not coming back and that I wanted a refund for the car and they refused. I asked if I could have the fix done at a local ford dealer closer to my home, they said no. I asked to be compensated for my time, they said yes but never got anything. So not my car is still having issues and will have to fix them from my own pocket a total loss. Worse is that I know no longer feel happy about owning this ford and may get the stuff fixed and try to sell it. WORST SERVICE EVER and they dont even care, they were not at all concerned with my issues, my time or frustration!!! Dont go to Marin County Ford its not worth it, they are better ford dealerships around. I have been a ford owner for close to 20 years and never never had an issue with other ford service depts!!!! More

Service Like it should be Had a front end (suspension) problem with Explorer From the estimate through the completion of the work I was kept informed. Works and drives like Had a front end (suspension) problem with Explorer From the estimate through the completion of the work I was kept informed. Works and drives like new. More

Tires for life was not honored. Since Journey Ford was sold the service has been horrific. We just took our car in for the first set of new tires since we bought it three years ago Since Journey Ford was sold the service has been horrific. We just took our car in for the first set of new tires since we bought it three years ago only to be told the tires for life was an offer with the old dealership and the new owners will not honor it. They told my husband they are not even a Ford dealership now. Not quite sure why they are called Marin Ford. As lifeling buyers of Ford this place will definitely steer is to another brand the next time we purchase a car. More

No shuttle service --oh wait--only shuttle service in a very limited area of Novato..It should not be called a service as it can't service anyone who does not want to go with a few miles of the dealership. very limited area of Novato..It should not be called a service as it can't service anyone who does not want to go with a few miles of the dealership. When promised a loaner car, a loaner car was not available and wasted my morning attempting to get my car serviced here. For me the writing is on the wall. If the front of the house can't be of service, I have not hope for the back of the house. I am going elsewhere. My recommendation is for others to do the same. I have purchased and serviced many cars in my day and by far this was the WORST experience ever and the sales pitch when you buy the car about the service dept and what is offered is very deceptive. More

In November 2012 I bought my 2013 Ford Focus from Journey Ford in Novato California. Part of the sales pitch the salesman handed us was "Free Tires For Life" In March 2013 it was time for my 5000 mile che Ford in Novato California. Part of the sales pitch the salesman handed us was "Free Tires For Life" In March 2013 it was time for my 5000 mile check up, my right rear tire had developed a slow leak so I had the service department check that as well. Apparently the tired had caught a nail in the side of the tire and I was told that the tire couldn't be fixed, that it had to be replaced. I was told it would cost about $200 dollars (I don't remember the exact amount) to replace the tire. I asked about the free tires for life and Roger (I think his name was) said that that only pertains to normal wear of the tire. Needless to say I had to pay to replace the tire. Fast forward two months later..low and behold I get another flat on the same tire. Instead of taking it to Ford to fix the tire I took it to my mechanic, and he told me that the tire was defective, wheel separation, etc. He took the tire off the rim and there was about a cup worth of ground rubber inside. So I called the Journey Ford, talked to Roger and explained everything to him. He tells me that they would have to take a look at the tire, take pictures, send it to corporate and they would decide if anything fell under the warranty (Remember this tire is barely two months old, that replaced a tired that was barely 4 months old) and of course Roger said that if it fell under the warranty they would replace it, if it was deemed not a warrantable issue then of course I would have to buy yet another tire. Calling the Ford Customer Service, I was put in to contact with supposedly the Service Department Director at Journey Ford, and after explaining the situation to him. He stuck to the normal wear tires for life, I didn't feel I should pay for yet another new (cheap) tire. Not once did he offer a solution that involved no money out of my pocket, even if it was just a fix-a-flat solution. Also, the Journey Ford Service department is not open on the weekends, so I would have to take time off from work (more lost money for me) to bring the car in. Journey Ford in Novato California specializes in Customer DIS-satisfaction, in my opinion. I truly wish I could return the Focus I bought and shop somewhere else. More

You guys take such good care of me when I bring my car in. I drive from fairfield because the service is so good! Thanks so much in. I drive from fairfield because the service is so good! Thanks so much More

This was the worst experience I ever had with a dealership service department. I made an appointment for a simple oil change and dropped off my vehicle, which was running fine. I even saw an employ dealership service department. I made an appointment for a simple oil change and dropped off my vehicle, which was running fine. I even saw an employee start and move the vehicle to a different area of their lot. I was then given a ride to a nearby store to pass the time. Twenty to thirty minutes later, I received a call asking if I have experienced any problems with my electrical system, as the vehicle will not start. I was shocked to hear this, as I never had any electrical system problems with my vehicle in the 5 years I have owned it. This situation seemed very suspicious, but initially I was willing to give them the benefit of the doubt. However, the man I was dealing with simply went through the motions so nonchalantly without ever apologizing that this happened on their lot. This further lead me to believe that something stinks with this. I was told that two men were working on my vehicle all afternoon and they couldn't figure out what was wrong. This seemed like a stalling tactic to me. I didn't find out until I called the following morning that the vehicle needed a new PCM, which is the brain of the vehicle. I was then told that this part is "conveniently" still under warranty and replacing it would be no cost to me. After I was told this and put all the pieces together, I concluded that something was done to my vehicle when I was not there and this was a case of warranty fraud. Since getting the part would take a few days, I said I would need a rental car and was not going to pay for it because my vehicle "supposedly" broke down on their lot. They would not cover the whole cost of the rental and when I complained about the extreme unlikeliness of this scenario happening to the service manager, he still would not fully cover the rental and again I received no apology for what happened. Later that day my wife and I went to their lot to pick up the rental car. After the service manager said he would partially cover the rental, he then told my wife that he would not cover it at all and he was extremely rude to her. She was very disturbed afterward so we felt the need to see the general manager to complain about this experience. After seeing him, he was initially willing to help, but still would not cover the full cost of a rental. He then asked if I would be happy with throwing in one more day of rental coverage. At this point nothing they could do would make me happy as the damage was done and I told him that. I also said I would never come back here again after being treated like this. Once revealing that I have no plans on being a future customer, he then retracted all of the rental car coverage. My wife and I were even more disgusted with how we were treated and decided to leave with no rental car. We proceeded to file a case complaint with Ford's 800 number. After having this documented as an official complaint with Ford corporate, the level of service "magically" improved and my vehicle was fixed ahead of schedule. Ford needs to crack down on this very shady dealership, as Ford had to flip the bill for my warranty fraud case and I am sure this place has done similar things to other people. Please just stay away from Novato Ford. They wasted my time, stressed me out and made me angry. By the way, I had the oil change done somewhere else as I was not willing to pay this dishonest place one cent. More