North Bay Ford - Service Center

Back in 2021 I bought a 2020 Ford Escape from North Bay Ford and I also got a maintenance contract with them about six months later I moved out of Santa Cruz to Brentwood but I still kept coming to North B Ford and I also got a maintenance contract with them about six months later I moved out of Santa Cruz to Brentwood but I still kept coming to North Bay for my service because they're service department was great and it was worth the time and drive to have only North Bay work on my car. Well about six months ago it seemed that the service I was receiving had changed and I was looking at moving to another dealership, that's when I met Mike (MC) and I explained my dissatisfaction in the service and recalls on my car and he said that he would get my issues resolved and I have to say he more than lived up to hie word. Mike took care of the service on my car in scheduling, parts, on time completion, overall professionalism with a friendly and helpful demeaner. Mike really took care of my car in regards to a recall on the doors and I am beyond impressed and thankful for Mike being the one that took care of my needs, I have to admit I probably wasn't the nicest person to deal with at the time he started taking care of my needs in regards to my car, however Mike changed my mind about changing dealerships I am happily going to keep bringing my car to North Bay Ford because I know that Mike and the rest of North Bay Ford have my best interests in mind. Sincerely Jeffery Miller More

I called 12/15 and made an appointment to drop off my work truck on 12/22 to have rear brakes done and AC checked. When I dropped it off I was told it would be looked at on Tuesday 12/26 I called to chec work truck on 12/22 to have rear brakes done and AC checked. When I dropped it off I was told it would be looked at on Tuesday 12/26 I called to check status on 12/29...a week later had not even been looked at yet! This is not the first time this has happened but it will be the last. I will NEVER bring them a vehicle to service again More

My 22yr. Ranger had several issue and your service team provided excellent support in addressing these problems. Truck runs great looks good. Thanks to all in Ranger had several issue and your service team provided excellent support in addressing these problems. Truck runs great looks good. Thanks to all involved. Mark Dahlberg More

Marcus was one of the best sales advisors! I always dread taking my car in and am often intimidated by the experience, but Marcus is an honest and skilled professional which is a breath of fre I always dread taking my car in and am often intimidated by the experience, but Marcus is an honest and skilled professional which is a breath of fresh air, and leads to a much appreciated experience! Cars are investments and it's helpful to have a trusted shop to take them to. More

They never return your calls. You must keep trying back. In person works best. I met face to face and I’m still struggling to get in there. You must keep trying back. In person works best. I met face to face and I’m still struggling to get in there. More

Great experience working with Wayne and the staff. . Now hopefully Ford will treat their customers the same way and fix the battery issues plaguing the F150 Lightning owners in a timely fashion.. My 16 . Now hopefully Ford will treat their customers the same way and fix the battery issues plaguing the F150 Lightning owners in a timely fashion.. My 160 miles of range is extremely frustrating after a 100k purchase.. More

Excellent service & communication throughout. They even provide a pickup & drop off service. The only ding for me is that they don't wash the vehicles after service. washing a customer's car just They even provide a pickup & drop off service. The only ding for me is that they don't wash the vehicles after service. washing a customer's car just brings a smile to the face when we pick it up. More

took over a week to do a simple 3 to 4 hour job but because they don't seem to ever stock parts the time they had my truck increased greatly . when the work was finally done they told me they because they don't seem to ever stock parts the time they had my truck increased greatly . when the work was finally done they told me they couldn't get an uber driver to pick me up even tho my daughter who did give me a ride , was able to find at least 3 available to do so . you would think that after a $2000 job they would at least wash down the truck??????? More

I have been waiting for a repair quote now for three days. Disappointed in this type of service. I have called every day asking for it. North Bay Ford needs to do better by their customers. days. Disappointed in this type of service. I have called every day asking for it. North Bay Ford needs to do better by their customers. More

Took MUCH longer than anticipated for the repairs. ....And, that part I understand...There was diagnostic time involved, ordering parts, waiting for parts to arrive, getting approval for warranty cover ....And, that part I understand...There was diagnostic time involved, ordering parts, waiting for parts to arrive, getting approval for warranty coverage, and then getting my vehicle back into the production line....The BIG PROBLEM was the utter complete LACK OF COMMUNICATION from your service advisor, Marcus...I have been in the automotive industry all of my life...I have worked The Line in body shops and also The Front End...I have also worked 30 years in the Insurance Industry as an auto damage appraiser so I have a very good working knowledge of how the front end of a shop should operate...Marcus did not do your shop any favors with his lack of communicating with me....I actually had to call him, or stop by the shop, for a status of the repairs....And, when I spoke with him on Wednesday after I dropped off my Explorer, he told me " it will probably be done Thursday and maybe Friday"...Not even close....Come Friday at 4:00 I had no status call from Marcus...I HAD TO CALL HIM FOR A STATUS...This is not good operational procedure...He should have been calling me hours earlier to inform me that my Explorer would not be ready...He also should have offered a rental vehicle at Ford's expense for the weekend....He did not do so...I mentioned a loaner car and he told me it was too late to do so because rental company Ford deals with is in Watsonville....At this time of day that is a 45 minute drive with the traffic so there was no way I could get there prior to closing...I then mentioned a local Enterprise and I was told Ford does not have an account with Enterprise and that was not going to happen....I told Marcus that he needs to make something happen and get back to me soon....I finally called back and advised that the service manager and the general manager agreed to let me drive one of Ford's used car inventory for the weekend...Marcus advised me that my Explorer would be ready Monday morning.....I was not about to hold my breath on that....I finally got a call a little after 2pm advising me that my Explorer was ready....I picked up just a little after 4pm that same day.....So far all is working well....I have had recent work done at your body shop on the Explorer and all went well...The repairs were completed ahead of schedule and I was kept in the loop...Only issue there is that the replacement windshield was flawed...And, the replacement windshield for the flawed windshield is also flawed - there is distortion in the glass within the drivers field of vision...Currently waiting to get back in for the third windshield replacement...Not any issue getting this resolved as I have been in touch with the shop manager....I have been coming to North Bay Ford for 30 years now for service to my vehicles and this last visit was the worst visit I have ever had.....My recommend, get Glen Mc Phearson back to the front line of the service department....He was the BEST service advisor I have ever worked with...I will come back for service one more time just to give Marcus another chance....If things do not go well, I will be taking my business to another shop. More