Norm Reeves Ford Superstore

Customer service was terrible. I called to set an appointment to have a recall item fixed. The CSR told me that the service department would need to check the vehicle fist than ord I called to set an appointment to have a recall item fixed. The CSR told me that the service department would need to check the vehicle fist than order the part. I told her this did not make sense. They know the issue. Why can’t they just fix it. She said this was the process. I would drop my car off in the morning and pick it up later and they would make another appointment to fix the issue. I asked the CSR if I could drop off the car before Service opening hours and pick up after Service closing hours. She said I could and gave me instructions. I dropped my car off the night prior to the appointment. I left the key in the drop box with my cell number for contact. I never got a call Thursday on my cell. I went by Thursday to pick up my car about 6:30pm. The Sales department did not know where my key was. They told me I would need to call the Service Department Friday. I told them I need my car and was told I could pick it up. I told them I had another key and could they please find my car. They told me they were not the service department and knew nothing about my car. This was unacceptable. They are the same company. I asked them to call the service manager and they said they did not have one. They said they had nobody’s phone number in the service department. I asked them what’s happens if they have an emergency in the service department they would need to call somebody. They must have somebody’s number. They said they didn’t. I asked to speak with a manager. They said there was no manager I could speak with. I told them again there must be somebody they can call. The Salesman I spoke to went and got another person. Who told me he was the manager. I told him I was told no manager was here. They finally found my car. When I got home I discovered Yolanda from the service department left a message on my home landline. I’m not sure why since I did not write this number on the key envelope when I dropped my key. On Friday I called and left four messages on the Service voice mail and two messages with the CSR chat with my cell number. Nobody called me back. Saturday when I arrived home about 3pm there was a message on my home landline that I was not supposed to pick up the car Thursday and I needed to bring it back. I went to back to the Service department with my car. I told Yolanda and another CSR that I was told when I made the appointment that I would pick up my car on Thursday and the Service department would set an appointment to fix the recall item on another date. I was told by Yolanda that the CSR gave me wrong information and that it is a third party that Ford retains to set appointments and it was not the Service department’s fault I was given bad information. I asked why nobody called me on my cell, which was the number I left with the key when I dropped my car. Yolanda said they called the number in the system, which was my landline. I asked why would they call that number when I left my cell number on the envelope. She just kept repeating they call the number in the system. I told her that did not make sense since I left the best number to call me. Why have me put the best contact number on the envelope if they aren’t going to contact it? I was than told that it is dangerous to drive the car and they will need to keep the car until the following Wednesday because they needed to get the part. This did not make sense to me. It was a recall item the part should have been there before I dropped my car. I asked how I was to get to work. Yolanda said they could offer a rental for two days, Ford only pays for two days she said, but they had none available and I should call back Monday to see if they have any cars. I work in downtown LA and need to leave at 6:30am for work. I can’t wait. Again I asked her how I was to get to work. She said I could call Ford customer service and ask them. I asked her for the number but she did not have it. When I got home I called Ford and they said that they would pay up to 10 days for a rental. If the dealer did not have one I would need to arrange for a rental and get reimbursed by Ford. She said they would reimburse up to $45 per day. I asked the Ford CSR for something in writing that I would be reimbursed, but she could not provide anything in writing. I checked rentals in my area and I could not find any rentals for $45 or less. I called Monday to the dealership and left four messages. Nobody called me back. Finally I got a call on Tuesday and was told by Yolanda the car should be ready by Wednesday and she would call by Wednesday midday when I can pick up. I did not get a call so I called and again left a message. I finally got a call my car would be ready. I told Yolanda I would pick up at about 6:30pm. When I got to the dealership nobody asked why I was standing at the CS desk. Although there were four people who saw me they never approached me to ask how they could help me. I finally walked around the showroom and found a woman at a desk. There was another man at another desk who saw me first but never got up from his desk or acknowledged me. The woman got the key for me. I asked her where my car was parked and she said “The Service Department doesn’t tell us that information. It could be out there.” And she pointed to the door heading outside to the direction of the service department. I’ve never experienced such terrible customer service. I will never buy a car from this dealership again and never bring my car there and I will never recommend anybody to this dealership. More

Kia and Joe made this experience quick and easy, helped me a couple day prior to my scheduled appointment. They engaged and interacted with me which me feel comfortable and excited about my purchase. I app me a couple day prior to my scheduled appointment. They engaged and interacted with me which me feel comfortable and excited about my purchase. I appreciate you guys. More

Whom concerns about bad Services about Mike Mosley & Juan Prado Took my 2021 Mach E 4X that is taking a long time to charge Juan Prado put it to charge on the dealership my car had 44; percent took to c Juan Prado Took my 2021 Mach E 4X that is taking a long time to charge Juan Prado put it to charge on the dealership my car had 44; percent took to charge 100 percent took 12 Hours they told me to take my car home because they couldn’t get me a rental car from 9/8/22 They haven’t done anything about my car yet 9/13/22 they are Liars still waiting for them to get in touch we me I call them left message they haven’t return my calls yet More

Francisco and Raphael are hero’s at this location. The Service manager also this team is a dream team! They always keep their word and there attention to detail is unparalleled. As long as they are at The Service manager also this team is a dream team! They always keep their word and there attention to detail is unparalleled. As long as they are at this location the Lincoln Brand is my choice across the board! Norm Reeves is the best Lincoln Service. Previous I went to Caruso I was disappointed EVERYTIME now I only take my MKC to Norm Reeves. Thank you all for a wonderful service experience! More

Raphael at the Cerritos Norm Reeves Ford dealership I found to be very honest and helpful I got my car in for my oil change and no surprises when I picked it up. He went over the information on my paperw found to be very honest and helpful I got my car in for my oil change and no surprises when I picked it up. He went over the information on my paperwork and let me know when the service when be needed and he didn’t change the times to make me get it done earlier than when it need’s to be done like other places. I bought a new license plate frame and they were able to put it on for me. I appreciate that he took the time to help out his customer I will be back. More

Norm Reeves was great, but the team was even better! From start to finish Kevin and Christian made the process seamless and enjoyable, and by the end I walked out with the exact car I was looking for. I From start to finish Kevin and Christian made the process seamless and enjoyable, and by the end I walked out with the exact car I was looking for. I love my car and couldn’t be happier! More

This was the best experience I’ve ever had at a dealership. George and Dave were rockstars. Can’t thank them enough. I would recommend everyone to go here dealership. George and Dave were rockstars. Can’t thank them enough. I would recommend everyone to go here More

The Ford Cerritos Service dept team are excellent esp Rafael, Alex and 2 other guys that helped me out. I truly appreciate honesty for everything you do for customers and as you know your service locatio Rafael, Alex and 2 other guys that helped me out. I truly appreciate honesty for everything you do for customers and as you know your service location became my to go place for any of my Ford SUV car issues even I am closer to another Ford service ctr...Thank you again awesome Rafael & to service team effort. My toddler and I cruisin just fine again..worry free yay❣️ More

Never again. Extremely expensive. Two weeks to get a diagnostic. Returned car with no oil. This place does not give a xxxx other than to make money. My car proble Extremely expensive. Two weeks to get a diagnostic. Returned car with no oil. This place does not give a xxxx other than to make money. My car problems began when I brought it in the first time. More

Thank you, Norm Reeves for your great service! Cerritos Ford my service was excellent my advisor Tony Ibarra has been my advisor for many years, he is very professional and I recommend him to any Cerritos Ford my service was excellent my advisor Tony Ibarra has been my advisor for many years, he is very professional and I recommend him to anyone who may be looking for professionals and honesty. More