Ford of West Covina

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Super excited about my 2017 Ford mustang!!! Omar C. was an excellent sales associate and his manager Anthony Holgin was awesome, everyone there is super friendly, would recommend the dealership to anyone who is looking for excellent customer service and great deals on their next ford purchase !!!!!!

Our families experience with West Covina Ford was disappointing and extremely frustrating. At first our online experience was tolerable. The sales representative enticed us to come in, that late Sunday evening, saying that he and his company could provide us a better interest-rate on a car loan. When we arrived at the dealership we were extremely surprised and disappointed to see that the truck had cosmetic damage to one of the doors which was not stated on the Internet description. The salesman Michael was also quite surprised to see the indentation on the door. Ultimately we decided, after dragging our family of eight out of the house and driving an hour away, to stay and continue with the deal. The company did work with us on the price of the vehicles monthly payment. They were able to give us a better interest-rate than we had originally expected however in order to bring the price of the car down not only was the interest rate adjusted but so were variables in the contract. One of the variables being a slight price reduction, second was the warranty. The warranty we were looking into was a 3yr/36,000 mile warranty. Throughout the negotiating we were clear that we did not want the warranty terms to change. The salesman continually assured us that none of the warranty terms would be changed.

The next day as we were looking at the contracts we noticed that the warranty information had been changed from 3yr/36,000 miles to 2yr/36,000 miles. When we called that day we were told that none of the staff involved in the sale of our truck was there to be consulted about the situation and we would have to call back the next day, however they would hold filing the paperwork. When we called back and spoke to Gene in the finance department he said that the negotiation had been for a 2yr/36,000 mile warranty, and at no time was a three-year warranty on the table. He said at this point that our options were to 1) cancel the contract and have our money sent to the finance company 2) to put in the extra $500 out of our pocket to receive the warranty that we wanted or 3) leave it as is. We explained to him that the during our negotiations with their salesman Michael he had assured us the terms would be the 3yr/36,000 warranty. Since Michael was not in that day he told us we would have to wait until he had an opportunity to speak to him about the situation. Michael called us back and insisted that he had never offered a 3yr/ 36,000 mile warranty. We were outraged at his answer and made sure he understood that if the matter was not dealt with properly we would file complaints wherever necessary. He maintained that he never miss spoke but he would look into the matter, speak to his manager's, and he would give us a call back when he had a resolution. That evening we sent a follow-up email restarting our issue and thanking them for the promptness of their action in this matter.

After days of not hearing back we finally reached out once again to the company and spoke to Michael. Michael said that his company refused to honor our agreement, however he would make good on the deal and put the extra $500 that was in question out from his pocket. We thanked him, excepted his offer and told him we would be in the next day to re-sign the new contracts. When we returned to the dealership the finance manager Gene refused to allow his salesman to honor our agreement. Due to his condescending and obstinate behavior we asked them to cancel the warranty. As we waited for the contract to be rewritten Michael apologized once again and we thanked him for what he was attempting to do. We then explained that we would be writing negative reviews on how the company handled their business and that we were extremely discouraged with the West Covina Ford dealership.