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Capitol Expressway Ford Sales Reviews

  • 919 Capitol Expressway Auto Mall
  • San Jose, CA 95136 (map)
  • Chat with Dealer
Sales Rating:

Complete [non-permissible content removed]!

Written by crbyr on 06/21/12 09:23:55 PM PDT
Recommend this dealer? No Purchased a vehicle from this dealer? Yes

I asked Sergio at the time of purchase, who I've since been told is the dealership owner; if the new Edge comes with a loaner should there be a requirement for a warranty repair. He said yes...but, if one wasn't available...they would figure out a solution. It was clear the solution wouldn’t include me paying for a rental at their rates offered for maintenance and other non-warranty issues. Then the APIN Module failed at 7k rendering the main display to go black. I was told it would take at least a week to fix. Returning the Ford to the service department I was told Ford offers no loaner for warranty repair unless I purchased an extended warranty. It's a lease!! There’s no extended warranty offered. After being shuffled around at the sales department trying to get a ride, another salesman said he had just dealt with his customer who had the same “misunderstanding”. On the 4th day, I was told Sergio doesn't recall the conversation and any agreement would have been in writing. This dealership owner lied to me and my family’s face. Service rep says he deals with this issue all the time and it was frustrating to him. Yes, Ford should hold responsibility, and they seem to think keeping a person car-less due to their faulty product for days and weeks is OK. Ford, will you pay my lease fees or at least extend the amount of time before I have to return the vehicle? It was the dealers’ agreement and they Failed. Excuse me for accepting the owner of the business’s word as truthful. I understand typically only higher end vehicles come with loaners, but so does Suzuki and Mazda. It seems it’s a dealer specific thing. Some do…some don’t. Just don’t lie! It's been over a week and I still don't have transportation.


Dealership Experience

How quickly did the dealer respond to your email inquiries? Not applicable While you were at the dealership, did you feel the dealership used your time well throughout the purchase process? Not applicable Did the dealer honor all commitments made? No

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Dear crbyr, Thank you for your comment regarding your experience at Capitol Expressway Ford. We appreciate all customer feedback as it helps us to clearly identify areas of improvement. With regards to your experience, I am sincerely sorry to hear that you had such a poor experience. I would love to talk to you about this problem in more detail. Please contact me at your earliest convenience. Thank you, Rick Martinez General Manager 408-265-6000

  • By capexpyford
  • on 07/05/2012
  • 10:45:26 AM PDT
  • (dealer response)
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