Towne Ford Sales

“Overall good experience at the beginning, until I had a negative experience about a month later (which inspired the original 1 star review). After writing the review it got resolved quickly. BBB is the man! Original review: “Customer service seemed good at first, until they charged me twice for the $2500 down payment for my new Ford Bronco. It’s been over a month of me trying to get my money back and I just keep getting empty promises in return. The financial offices here are manipulative and try to pry as much money out of you, even illegally apparently.””

“Worst car service in America. Would give negative stars if possible. Avoid like the plague. I turned in my car to get it looked at because it had rat-related damage. Little did I know that Towne Ford service center would keep my car for more than 3 WEEKS. They tried to blame the lack of their progress on waiting for a part to arrive, but that had only been a conversation point for the last week. What they were doing with my car for the 2 previous weeks (if anything at all), only god knows. Additionally, the communication was ABSOLUTELY ATROCIOUS. I would have to beg for updates, was left on delivery for days at a time, and they couldn't give me a timeframe on when my car would be done if their life depended on it. Also, before returning my car, they said they would clean out my engine bay of all rat matter, WHICH THEY DID NOT DO AND COMPLETELY LIED ABOUT. Also, they returned my car to me COVERED IN DIRT AND BIRD POOP, which I had previously dropped off previously clean 3 WHOLE WEEKS AGO. All in all, not only will they keep your car for weeks on end, not tell you where your car is or what they're doing with it (if they're doing anything or just letting your car rot in the back lot), but they will take awful care of your car the whole time they are holding it hostage. This whole process has been extremely frustrating, and it feels as if the service department does not give a single care about their customers or their vehicles. Rocio was the person in charge of leading the servicing on my car and knew how to make a very manageable situation super stressful. She never replied in a timely manner, I was constantly left in the dark, and when she did reply, it was always with something vague and uninformative. Also, she was poking fun at how the car took forever to be done with service when I was finally able to pick it up, and also doubled down on her story about how it took so long for my car to be ready because of waiting for a single part (which we both know is not true). The service was extremely unprofessional, failed to take responsibility for their mistakes, shifted their blame onto other factors, and is overall immensely disappointing.”

“UPDATE: My initial experience with Towne Ford was frustrating, particularly regarding post-sale communication, trade-in payoff timing, and confusion around the extended warranty documentation. However, I believe reviews should reflect the full picture, including how problems are ultimately handled. After escalation, Kevin Ibarra stepped in, responded promptly, and provided the documentation and follow-up needed to clarify the situation. He demonstrated the kind of post-sale customer service that helps rebuild trust and deserves recognition. The Ford Bronco itself has been excellent, and once the details were clarified, I understood that the extended coverage purchased does provide the 84-month / 125,000-mile mechanical/electrical breakdown protectio discussed during the sale. The trade-in payoff process took longer and was more stressful than expected, mainly because of poor communication and confusion regarding timing, but documentation was eventually provided showing the payment had been sent to Chase. No dealership transaction is perfect, and what often defines the experience is how issues are handled after the sale. Kevin’s professionalism and follow-up made a significant difference, and for that, I believe he deserves credit. Building customer loyalty is about communication, transparency, and accountability. When those elements are present, trust can be restored.”

“If you drove your car about half a mile east and into the creek, you would have a better chance of finding buried treasure before getting quality service from this "service center." Had my 2013 Ford Edge towed to their shop in the night after having a soft brake pedal while driving. Requested a full inspection of the brake system to diagnose the issue. After authorizing a whopping $320 to inspect the vehicle, they attempted to double the price to $640 due to an "unknown wire" from a remote starter on the driver side when they tried to read the codes. Had to find another shop and tow truck to have the vehicle removed from this circus show. They still attempted to charge a "discount" price of $160 for work not completed. Pressed them on sharing the results of the work they did complete which they could not beyond a short test drive. They backed off after pressing them further for not completing any of the agreed to servicing in good faith while still trying to charge for it. This place is highway robbery and incompetent at best (a con at worst!) Do yourself a favor and take your car ANYWHERE else including driving it straight into the bay for a better chance at having reasonable work done on your car.”

“Completely unacceptable service. My vehicle has been at Town Ford for over six weeks, and getting even a basic update has been nearly impossible. Every time I call, I’m told everyone is “busy” and that someone will call me back — yet no one ever follows through. The lack of communication and accountability is unbelievable. It genuinely feels like customers are an afterthought here. No urgency, no ownership, and no clear timeline for repairs. My truck has just been sitting there with zero explanations. To make things worse, I tried reaching Rocio — the service advisor — for nearly two hours. She was “unavailable” every single time. I finally sent one of my guys to walk in person, and she was sitting there, available… yet when asked for an update, she suddenly became rude and confrontational for no reason. That’s not customer service — that’s customer destruction. She’s not acting like a service advisor; she’s acting like a service destroyer. This review has nothing to do with the sales department — this is strictly about the service/mechanic shop. Town Ford desperately needs to overhaul its customer service standards. Based on this experience, I would not recommend bringing your vehicle here for any type of service.”