Diamond Ford

“The worst! They have terrible customer service because they never answer the phone and their service managers are rude and dishonest. They botched the recall on my car and I went a week without a vehicle before I could even get someone on the telephone to find out what was going on and get a rental. They had my car for 3 months with very little contact. I had to call corporate in the beginning all the time and found out they really have no way of getting them on the phone either, so I had to take off from my job several times to go up there to see what was going on. When my car was finally finished it appeared to be having similar issues as the last time they returned it to me after they botched the recall and I still can't get a date and time when to bring my car. Even though I was given the emails of both the managers of the service department. This isn't even the half of all the missteps and lack of communications during the 6-month period I began dealing with them. Happy to say that although it's almost a hundred miles away I'm able to get the help I need from a Ford dealership that does answer the telephone and provides pragmatic explanations to their clients. Shout out to Caruso Ford of Long Beach! I don't know if this Ford can be a long-term solution, but I know I won't be bringing my car back here. The fact they messed up my car wouldn't have been hard to take if I had better people to deal with but alas "it's never the job it's always the people "-M.”

“The entire service team is fantastic to work with. Their approach to partnership over vehicle maintenance is second to none and truly a diamond standard for Diamond Ford. Knowledgeable and professional. Diagnosis of the vehicle came quick and when it was discovered parts were not available they notified us through every step of the ordering process. They’re the best !”

“My experience with Diamond Ford has been extremely frustrating and disappointing, largely due to their refusal to take responsibility for what appears to be clear negligence during a prior repair and their constant attempts to deflect rather than resolve the issue. The vehicle was purchased from the original owner, who had major drivetrain work performed at Diamond Ford, including the flywheel, clutch, slave cylinder, and related components, totaling approximately $7,200. While I did not personally sign the original repair contract, the warranty obligation clearly still exists for the original owner, who has been more than willing to assist and bring the vehicle in himself for a warranty-related inspection or repair. Despite this, Diamond Ford repeatedly questioned “who the owner is”, as if that somehow negates the work that was done by their shop or the warranty tied to it. The service was performed approximately one year ago, yet the vehicle has only seen about 3,000 miles since the repair. Due to serious drivability issues, I removed the transmission and discovered catastrophic and abnormal damage that would never occur under normal operation or proper installation. What was found: • The slave cylinder was unbolted • The flywheel and clutch were completely destroyed • The damage was caused by loose hardware inside the bellhousing area, resulting in metal-on-metal contact This is not wear-and-tear. This is installation negligence. Had the slave cylinder simply been bolted correctly, this damage would never have occurred, and thousands of dollars in nearly new parts would not be destroyed. When this evidence was brought to Diamond Ford, rather than acknowledging the issue, the service manager dismissed responsibility, stating: “For all we know it could’ve been tracked, and 3,000 miles are a lot on the track.” This was said without any evidence of track use, and conveniently ignores the fact that track driving does not unbolt slave cylinders or leave loose screws inside bellhousings. To make matters worse, Diamond Ford then claimed that: • The transmission must be reinstalled before they would even inspect it • This would cost an additional $250 • And that because the transmission was removed by myself, the damage could now be considered “external damage from an external source” This is a blatant attempt to avoid responsibility. The transmission was removed only because the vehicle was already failing, and removal is the only way to visibly confirm internal clutch, flywheel, and slave cylinder issues. The damage was clearly present prior to removal, and no reasonable professional would claim that removing a transmission somehow causes loose hardware inside a bellhousing. At every step, Diamond Ford has shifted blame, added conditions, and avoided addressing the actual issue: their prior repair was done incorrectly and caused undue damage. The original owner is willing to cooperate. The warranty exists. The failure is obvious. Yet instead of handling this professionally, Diamond Ford chose deflection, excuses, and technicalities. If you’re considering Diamond Ford for major drivetrain or transmission work, understand this: when something goes wrong—even with low miles, clear evidence, and a cooperative original owner—you may still be met with resistance rather than accountability. Highly request if you get extensive work done to request photo confirmation on the work so that you can get self confirmation and have self awareness in the work that is being done”

“We had a wonderful experience with Arthur as our sales person. He was very knowledgeable. Took time to explain everything about the new car that we purchased. We also appreciated the sales manager and the finance guy thank you for your time. We will be sending people to Arthur to buy in the future.”

“Overall, the service has been extremely disappointing. Repairs were done carelessly, and they replaced my partial windows without informing or consulting me. Now the new windows are missing tint, and I have to bring my vehicle in for the third time — despite living 3.5 hours away from the dealership they are not offering any type of compensation for making me go on multiple trips.”