Sunrise Ford of North Hollywood

STILL NOT FIXED. 2016 FORD EXPEDITION WITH EXTENDED WARRANTY. ON NOVEMBER 18 OF 2019, ON MY WAY TO HAVE A SERVICE DONE AT SUNRISE FORD,MY ENGINE LIGHT WENT ON. I W 2016 FORD EXPEDITION WITH EXTENDED WARRANTY. ON NOVEMBER 18 OF 2019, ON MY WAY TO HAVE A SERVICE DONE AT SUNRISE FORD,MY ENGINE LIGHT WENT ON. I WAS GREETED BY A VERY FRIENDLY SERVICE WRITER ANNIKA JIMENEZ. SHE WAS VERY PROFESSIONAL AND EXPLAINED THAT THEY WOULD DO THE SERVICE AND CHECK TO SEE WHY THE LIGHT CAME ON. END OF DAY I WAS TOLD THAT THE COMPUTER SAID THAT THERE WAS SOME KIND OF DEBRIS IN TWO OF THE CYLINDERS AND THAT THEY WOULD HAVE TO TAKE THE MOTOR APART TO SEE WHAT IT WAS. I WAS TOLD THAT THIS EFFORT WOULD BE COVERED BY MY EXTENDED WARRANTY I PURCHASED WITH THE CAR AND THAT SHE WOULD CONTACT THE WARRANTY COMPANY AND GET IT GOING. IT WAS DISCOVERED THAT THERE WAS METAL DEBRIS IN THE CYLINDERS PROBABLY CAUSED BY MISFIRE OF SPARK PLUGS. THE ENGINE BLOCK WOULD NEED TO BE REPLACED BUT WE WOULD NEED TO WAIT FOR WARRANTY COMPANY INSPECTOR TO AGREE. DAYS WENT BY. FINALLY IT WAS APPROVED TO REPLACE BLOCK WITH A USED ONE. 300.00 CO PAY OVER SIX WEEKS LATER MY TRUCK WAS READY. IT WAS FILTHY DIRTY INSIDE AND OUT.I PICKED IT UP AND DROVE BACK TO MY OFFICE ONLY TO DISCOVER ENGINE FUMES FILLING THE CAB WITH NEITHER THE AIR CONDITIONER OR HEATER WORKING. I RETURNED TO HAVE IT REPAIRED. IT WAS SUPPOSEDLY FIXED. STILL ENGINE FUMES IN CAB. STILL ENGINE FUMES SO I RETURN IT AGAIN. THEY SMELL THE FUMES OPEN THE HOOD AND DISCOVER THERE WAS NO COOLANT IN THE RESERVOIR. I PICK IT UP AGAIN AND BATTERY IS DEAD. I BUY NEW BATTERY WHILE I WAIT. STILL FUMES SO I TAKE IT BACK. THE PORTER DROVE ME BACK TO MY OFFICE WHICH IS CLOSE BY AND ALSO COMPLAINED ABOUT BURNING EYES FROM FUMES. I AM NOW TOLD THAT THE FUMES ARE CAUSED BY A FAULTY FUEL PUMP AND VACUMN SEAL NOT COVERED BY WARRANTY SO ANOTHER 300.00 CO PAY. WHAT? I PICK IT UP AGAIN....STILL FUMES CAUSING BURNING EYES AND HEADACHES/ DIZZINESS AFTER LONG COMMUTES WHICH I DO ALOT. I BRING IT IN AGAIN AND AM TOLD THE THIRD PARTY ENGINE THAT WAS INSTALLED AND SUPPLIED VIA WARRANTY WAS REALLY DIRTY AND THAT WAS CAUSING THE FUMES. I WOULD NEED A PRESSURE WASH TO ALEVIATE THE FUMES.....60.00 NOT COVERED BY WARRANTY. TOLD TO GIVE IT SOME TIME AND IT WILL BURN OFF. I AM BASICALLY BEING TOLD THAT THERE IS NOTHING I CAN DO. I WILL TAKE IT IN AGAIN AND ASK THAT AS PROFESSIONALS, SOMETHING MUST BE POSSIBLE TO BE DONE. More

Excellent & Professional service! Mike Owen is one of the best commercial service writers I've ever encountered in this industry. He's always looking out for our best interests and tak Mike Owen is one of the best commercial service writers I've ever encountered in this industry. He's always looking out for our best interests and takes great care of our fleet! More

Where do I begin? The worst after sales experience I have ever encountered. My nightmare began November 17 of last year after I purchased a new fully loaded Ford Fusion Energi from Sunrise Ford in Nort have ever encountered. My nightmare began November 17 of last year after I purchased a new fully loaded Ford Fusion Energi from Sunrise Ford in North Hollywood. The vehicle had damage to the dashboard and the sales staff reassured me it would not be a problem to replace and for the most part it was not, it was the lack of follow up and ineptitude that was frustrating. I was told by my sales persons Brandon Suero and Shaul Janes, that “Britney” would call me within a week to arrange a service appointment and a loaner car to replace the dashboard. I waited a little over a week and did not hear from Britney, so I decided to call Britney Nov 26. Britney was not available so I left a message. Waited a few days since it was thanksgiving week, still no call. I decide to contact Brandon and Mike Soboti (Internet Manager who originally helped me with the new car) Nov 30. Mike tells me Britney will call me immediately to set up an appointment. Another week goes by, still no call. I try calling Britney again Dec 2, still not available. I call again Dec 9, nope not there. I finally receive a return call from the mysterious Britney Dec 11 almost a month after I purchased the car. She makes an appointment for me to see a service advisor named Bruno Rivero, Dec 14. I arrive at my scheduled appointment with Bruno at 9:00am. Bruno has no record of me and has no idea why I’m here. Huh? He contacts Britney, I assume she explains and Bruno begins the paperwork to service my warranty repair and tells me they will need the car for about a week. Bruno then asks do I need a “shuttle” to drive me somewhere? Uh no, I’m supposed to have a loaner vehicle. Bruno tells me all the loaner cars are out and he has none available. I guess they did not care I was a customer who just purchased a $40K car. I explained to him I was promised a service loaner, especially since you will have my car for a week. Bruno again leaves, I assume to talk to Britney. Bruno returns and tells me they will provide a service loaner from Enterprise but they have no one who can pick me up from enterprise so please wait for the service shuttle. OK, where? Just go through those doors and ask the cashier for the shuttle. Ok. I ask the cashier, when the shuttle can take me to enterprise rent a car. She tells me the shuttle is out and she’s not sure when it will be back. Huh? You can’t call the driver? It’s now 10:30, an hour and a half since my original appointment. As luck would have it Mike Sobiti sees me and stops by to say hello. I vented to him, (sorry Mike). Mike promptly arranges to drive me himself to Enterprise. Thank you again Mike. Enterprise was another nightmare, filthy car, no fuel, but I digress. A week passes and I have not heard from Bruno so I call Dec 20 and leave a message. Bruno does not call me back since he must be related to Britney. I call again Dec 23 and talk with Bruno. Cars not ready, it should be ready in a few more days and I’ll contact you after the holidays. OK. It’s Christmas, I get it. The holiday passes and I have received no updates again so I call Bruno Dec 27. Oh, your car is ready. Really? Glad I called. I finally pick up my car December 28. To the dealers credit the replacement dashboard was flawless and looks great. I finally leave with my new car. Wait the dealer aftermarket installed alarm, which I did not want but had to purchase, does not seem to switch to Valet mode. It worked prior to me bringing the car in for service. Bruno? Bruno tells me I’m doing it incorrectly. OK Bruno you figure it out. After what seemed like an hour, probably only 10 minutes, Bruno concludes it’s not working correctly. Really? That’s what I said. I ask Bruno can they fix it? He tells me no since its aftermarket I need to contact the company that installed the alarm for them. I have to contact them? Bruno gives me the number of the installer and I call, not Bruno. I ask when they will be able to look at my car. They tell me they will be at the dealer Dec 30. I ask Bruno do we need to set up a service appointment? He tells me no since I made the arrangement with the alarm installer the service department has nothing to do with it. Really, it’s your dealer installed alarm that worked before I dropped off the car. So I bring the car in Dec 30, find the alarm installer, and he repairs the alarm. That’s the end of nightmare 1 of 2 Now for nightmare 2. I purchased this vehicle for the purpose of requesting the coveted car pool stickers from the State of California so I can drive solo in the car pool lane. These stickers are good for approximately 4 years after the date of issue. My car was an unsold, unregistered 2017 model year so I got a great deal. While doing all the transfer paperwork I was I asked by Giovani Gomez if I would like them to request the car pool stickers for me? Of course that would be great. It takes about 30 days to receive the car pool stickers so I didn’t think much of it. The new year rolls around I still have not received my stickers so I contact Brandon Jan 1 to see if Giovani did in fact send the car pool sticker paperwork in. After a few days Brandon gets back to me, he is still checking with the business office where my sticker application might be. Brandon send me a text Jan 6 and explains to me the dealership CANNOT apply for carpool stickers since the car will need permanent license plates prior to filing. I explain to Brandon that’s not true, because I have several friends who have purchased new vehicles that have car pool stickers attached. Brandon assured me, somewhat angerly, that the dealership could not do it and I would need to apply for the stickers myself. OK no problem, I can fill out paperwork and mail it to the DMV in Sacramento myself. Fast forward to mid Feb 2020. I receive a letter from the DMV that my new vehicle already has car pool stickers and they were issued back in Feb of 2017! What? That’s almost 3 years ago? I contact Brandon and ask him how did the vehicle receive car pool stickers after you asserted to me you could not apply for stickers? No answer. Brandon passed me off to their supervisor, Aldo Tapia, who calls and tells me there is nothing they can do. OK Aldo where are the original stickers, they’re not on the car? There was no paperwork in finance or the vehicles information “jacket” indicating any car pool sticker were associated to the vehicle. Aldo tells me he did check with there DMV person and they don’t know where they are. I guess someone at Sunrise used them or sold them to a friend. To recap, I purchased a vehicle with the intent of driving it for 4 years solo in the car pool lane but now can only use it solo for less than 2 years. Aldo tells me I can buy a new 2020 model if I would like and he can make the numbers work. Really? If you are considering a new Ford I would highly recommend you find another dealership for both sales and service. New vehicles are a lot of money these days and consumers should not be treated this way. More

Fully satisfied. Continuing thanks to Mike and to the service department for keeping our fleet operating well. We appreciate the extra mile and value our relationship Continuing thanks to Mike and to the service department for keeping our fleet operating well. We appreciate the extra mile and value our relationship with you. More

VERY GOOD SERVICE!! Very good service. Know same employee names Annika Jimenez ,Francisco Ortega, Mr.Oshi .and to all personal very helpful. im very happy. whit my Ford F Very good service. Know same employee names Annika Jimenez ,Francisco Ortega, Mr.Oshi .and to all personal very helpful. im very happy. whit my Ford Fusion. thank you. More

Buyer Beware of this Dealership I purchased a vehicle through Costco buyers program at Sunrise Ford and the dealer tried not to fulfill the terms of the Costco Program. I should have I purchased a vehicle through Costco buyers program at Sunrise Ford and the dealer tried not to fulfill the terms of the Costco Program. I should have at that point, walked away but wanted to give them the benefit of the doubt that a miscommunication between the salesperson and his boss that I was a Costco customer. However after agreeing on a price and paying cash, they agreed to send me a check the next Monday for their pricing error. After not receiving the check, I contacted the Sunrise Ford and was told they were not sure why the check wasn't mailed but would look into it. I received a call from Sunrise Ford saying that they would credit my credit card instead of waiting for a check and it would take 1-2 days for the credit to appear. 4 days later no credit, contacted Sunrise Ford but they refuse to respond to my inquiry. Had I known what I know now they would be the last dealership I would ever do business with and I caution potential buyers to beware of false promises. Your best bet is not to do business with Sunrise Ford. I guess my next option is to take Sunrise Ford to court and contact Costco. How unfortunate to operate a business in this manner but I guess once they have your money you no longer are important to them. More

Replace day running lamp and oil change. Mike Owen was my guy. He was the best!! I hope he will still be there the next time I need to go in for service. He deserves a raise!!! Mike Owen was my guy. He was the best!! I hope he will still be there the next time I need to go in for service. He deserves a raise!!! More

Courteous service. Makes a customer want to come back. Kept me informed about the work being done on my suv. Service was done quickly and neatly. Kept me informed about the work being done on my suv. Service was done quickly and neatly. More

My 2017 Focus RS was in for regular service and needed new door weatherstripping, but also had a curous problem with its computer, the function that turns the engine off at stoplights to save gas. The ser new door weatherstripping, but also had a curous problem with its computer, the function that turns the engine off at stoplights to save gas. The service managers quickly understood the problem – it’s called Auto On/Off – and got the repair underway. It turns out there were many systems involved and the car needed a few reboots of software. Lester and Ever were there for me: attentive, courteous, and knowledgeable and got the work done for me in a day and a half. All with good humor. As the Terminator says, “I’ll be back!” More

400.00 for a sensor? I'm still wondering how can a back up sensor be 400.00 dollars? My truck was there for a recall and an oil change so I let them do the faulty sensor b I'm still wondering how can a back up sensor be 400.00 dollars? My truck was there for a recall and an oil change so I let them do the faulty sensor but 400 dollars? really? More