Napa Ford

Kirsten Rockwood

a week ago •

Sean Rockwood was very instrumental in the whole process. I can't remember the other person who did the paperwork for me. He too was instrumental in the purchase. Loving the new vehicle. Ford Escape hybrid. The gas mileage is AWESOME!!!

Carol Fowler

a month ago •

Service was great, very professional, I was not waiting around too long. From the gentlemen working in the garage they were nice and courteous, and got the job done in a timely manner. From office staff very courteous, professional, and took care of me. Thank you Napa Ford Quick Lane.

R Keller

4 weeks ago •

0 stars..auto door locking inop. Repair costs outrageous. Latch $552., labor $470 for 1.1 hours. total $1290.46. side doors still inoperative with key fob, I returned. Latches mentioned as repair for side doors, said no won't incur any additional overcharging, especially when told battery needed replacement and didn't. I took to Auto Zone - the battery good. Online latch around $185 guy said it wasn't a Ford product? I had to go this dealership, but won't go to any in the future. Surgeons don't charge for labor at the rate Ford does? Incomplete repair, also guy at desk thought he was funny saying to coworker, didn't I look like a bad dude? Wow, customer lack of respect.

Tonni Canaday

2 months ago •

Here’s my issue - purchased a used Ford low miles and but 3000 miles on it - purchased a car from this dealer and the “ Premium” Warranty. The warranty not only is supposed to make sure most of the car is covered if there’s an issue, but while fixing the car, you have a rental car. Yet if you have a problem with the car your told there is a three to four week wait at this dealership to even pull the car apart to take pictures to send to Ford! So despite purchasing a warranty to ensure you have a car if the used or new car you purchased breaks down - you still have no car to drive . Their contract says you only get a rental car for 10 days so their service department is trying to make sure the car is completely torn down and ready to fix before you end up with a rental car so that you don’t need a rental car for longer than 10 days. In the meantime, there’s no penalty to this dealership for taking 4 to 6 weeks to fix your car because they haven’t provided you a rental car. In the past, we have always purchased Fords because of their warranty and I have never had this issue with the dealership so for the moment, I am going to say it’s this particular dealership. It’s already been three weeks after we called telling them we had a problem with it popping out of gear. It was another week before they could get it in the shop and then they told us 3 to 4 weeks before they could tear it apart. In despite their service department calling me and saying said they would cover the flywheel already. What’s beyond me is a service department not believing they have a timeline of any sort to fix a car -of course, the final straw was blaming people not wanting to come to work for not having enough people in the service department. This is definitely a case of poor planning on behalf of the service department costing the customer. The question at the point of sale that should be asked is how long will I be without a car if it needs service or repair ?

S Freeman

2 weeks ago •

UPDATE: Fleet management people returned my car to me at work, so my inconvenience was only had to find a way way home, and then also back to work the next day! I asked for the delivery, it was not offered by the service deot. Fleet management gets 5-Stars, as well as Fast Lane. I've had positive experiences with Fleet & Fast Lane!! There's a difference between Fleet, Fast Lane and Service. ORIGINAL REVIEW: There is a post on here from 4 months ago that is the exact same experience I'm having. I made an appointment a month in advance for a 1.5 hour recall repair. I asked if I could wait for the repuar, but was asked if I could leave the car all day when I made the appointment. I agreed they could have it for the day. At 3:00 Victor called to tell me they would need my car for 2 days, and nothing had been done to my car yet. I've read the Napa Ford's replies to ALL the 1 star ratings, they apologize and ask the customer to call so they can change your experience into a positive one. Fat chance my experience changes from a 1 star at this point. I have to try and find a way to work tomorrow, and neither Napa Ford or Ford appears to care, all because of a recall, that I had to wait a year to schedule.