Jose Castillo | Page 2

Envision Ford of Oxnard responded

Thank you for sharing your feedback. We understand how frustrating it can be to experience limited appointment availability and repairs that take longer than expected, and we sincerely apologize for the inconvenience this has caused. While we always strive to schedule efficiently and provide accurate time estimates, it’s clear we’re falling short of expectations in your experience. Your comments are important and will be shared with our service leadership as we continue working to improve scheduling capacity, communication, and turnaround times. We appreciate your patience and your honesty, and we hope to have the opportunity to provide you with a smoother, more efficient service experience in the future.

Envision Ford of Oxnard responded

Thank you for the wonderful feedback! We’re thrilled to hear JC provided outstanding service and kept you informed every step of the way. His professionalism and courtesy are exactly what we strive for, and we’ll be sure to recognize him for a job well done. We truly appreciate you taking the time to share this and look forward to serving you again. — Ford of Oxnard Team

Envision Ford of Oxnard responded

Thank you for taking the time to share this detailed feedback. We sincerely apologize for the lack of acknowledgment and assistance you experienced during both of your visits. Being ignored while waiting for help—especially for a scheduled recall appointment—is unacceptable and not the level of service we expect from our team. We appreciate you clearly outlining what occurred, as it highlights a breakdown in basic customer engagement and communication. Regardless of staffing or scheduling changes, you should have been promptly greeted and assisted without having to ask. Your comments are being taken seriously and will be addressed directly with our service leadership to reinforce expectations around customer awareness, accountability, and professionalism on the service drive. We truly regret the frustration this caused and appreciate you bringing it to our attention. Thank you for giving us the opportunity to improve.

Envision Ford of Oxnard responded

Thank you for the great feedback and the laugh! We’re very proud of our team and truly appreciate you recognizing the people who make this dealership special. Your kind words mean a lot to us, and we’re grateful for your trust and support. We look forward to taking care of you again in the future.

Envision Ford of Oxnard responded

Thank you for the great feedback! We’re glad to hear you received clear information, strong communication, and prompt service. Keeping our customers informed and taken care of is always our priority. We appreciate your trust and look forward to serving you again. — Ford of Oxnard Team

Envision Ford of Oxnard responded

Thank you for the great feedback! I’m glad to hear our team provided personable, efficient service and clear communication throughout your visit. We truly appreciate your trust in Envision Ford and look forward to serving you again!

Envision Ford of Oxnard responded

Thank you for the recommendation! We’re glad to hear Miguel Cruz and Carlos Castillo were able to help you find the right truck and made the process smooth and helpful. They’ll appreciate the shout-out. We truly appreciate your trust and look forward to assisting you again. — Ford of Oxnard Team

Envision Ford of Oxnard responded

Thank you for taking the time to outline your experience. We sincerely apologize for the frustration you encountered, as this is not the level of service or communication we aim to provide. You’re absolutely right to expect clear confirmation when scheduling online, accurate appointment handling without needing to come in twice, and messaging that aligns with your actual service needs—not sales outreach for a vehicle you already own. We understand how disappointing that experience must have been. We’re also very concerned to hear about the delay with your scheduled appointment time and the lack of acknowledgement when JC arrived. Your time is valuable, and that should have been recognized and addressed in the moment. Your feedback has been shared with our management team so we can review our online scheduling process, communication systems, and appointment coordination to prevent this from happening again. If you’re open to it, we would appreciate the opportunity to speak with you directly and make things right. Please feel free to contact us at 805-983-6511 or email nemer@envisionmotors.com so we can follow up personally. Thank you again for your honest feedback—it helps us improve. — Ford of Oxnard Management Team

Envision Ford of Oxnard responded

Thank you for the great feedback! We’re glad to hear Jose was accommodating and able to take care of your 100k-mile service the same day, even when the appointment wasn’t showing in the system. That flexibility and commitment to our customers is something we truly value. We appreciate you choosing us and look forward to helping you again. — Ford of Oxnard Team