DCH Ford of Thousand Oaks

DCH Ford of Thousand Oaks is amazing. Jerry Navarrete took care of me and provided exceptional customer service. He was there every step of the way. Everyone at this dealer is kind, and are willing to work with you to get a great deal on your next purchase. Highly recommend Jerry! Great deals, great car selections that are clean, and top notch customer service. I’ll be back!

This was an absolutely awful experience. I went in to buy an Escape. I called ahead to ensure it was available. Told them I didn't want to haggle just wanted to pay what they were asking. I get there several hours later. Sales guy can't answer basic questions about what features the thing has, if the sync is running the updated version and what engine size. He just keeps telling me he will get me the original window sticker (which, he never did). I looked the vehicle all around multiple times looking for issues or dings paint defects. Took it for a test drive. We go in to start taking money. My last favorite part. Long story short I explain I just went the vehicle for the price listed online, with 2 key fobs and a full tank of gas (as is customary when spending $$$ on a car). This annoys him because he can't sell me a warranty or attempt to trick me by talking in terms of monthly payments instead of outright price. He brings me back a paper showing the car price and tax title and license with a price listed. He stepped away and I did the math but came up with a number that was $1400 less than what was on the sheet. When I told him that the math didn't add up he explained that was for the dealership add ons. I explained that I didn't want those, that I wanted to pay the price for the vehicle that was listed online. He was clearly flustered and annoyed by this telling me there was value in those add ons. I said I'm sure there is but for me it comes down to the bottom line. He insinuated that he would have to see if they would do that because these were already things installed and they weren't going to and I quote, "Go out there and rip the clear coat off the car". I told him that if they we unable or unwilling to give me the price for the vehicle stated online then I would have to pass on the purchase. He came back and said that they would give me the vehicle for the price online but that they wouldn't be giving me a second key fob or putting any gas in the tank. I replied with, "if that is how Ford wants to conduct business then it is what it is." Signed some paperwork and headed to finance. Signed make paperwork. About an hour later I was given the single key to the vehicle. I wasn't informed of any information on the car, sync system, headlights, wipers, nothing. I inquired about the keyless entry number and how to reset and was told that service had gone home so there was nothing they could do. Cool. Drive off the lot and went straight to a gas station because it was basically on empty. Opened the center console and there was trash of the protective paper floor mats in there....cool. When I arrived to my parents house, my husband remarked on the paint by the windshield. It looked like it had been ripped off in a strip!? I was like, what?! It wasn't like that was like that when i looked at it initially. Then my mind flashed back to the comment, "It's not like we are going to go out there and rip the protective film off." ......cool. Called about it, received no reply. Here's a picture of the strange paint issue. I'm not a car person but maybe an expert can enlighten me on how this could happen on one single strip with paint being effected no where else on the vehicle? It supposedly has a lifetime warranty but since I've received no reply I'm not sure what will come of it. Really unfortunate experience. I have only driven Fords my whole life. I will never be purchasing off of a Ford Lot ever again. Between the empty gas tank, one key fob, trash in the center console, defective missing strip of paint after that uncalled for comment, the whole thing was very unprofessional and disappointing. Steer clear into a different dealership if you want to be respected as a woman or even a human for that matter!

The reason for me giving 5 stars can be summed up in one word, Integrity. A different dealership with a different General Manager (GM) may have ended my story in a not great experience. Extremely long story shortened, I actually purchased two Mustangs at DCH. The first, a 2020 low mileage used Ecoboost. An absolute horror story, the car not the people. The employees were very professional and presented themselves very well. A very friendly environment, my salesperson Hugo, was super easy going, nice, pleasant and very responsive. Now, back to the car, a worst case scenario, Again, long story shortened, I was absolutely not keeping this car. After just, 200 miles, I explained the situation to the GM Steve Handler who, made himself quickly available, listened and reviewed the facts. Eventually taking my stress level from extreme to manageable simply by having Integrity and taking responsibility. His words basically, we will make this right in a very good way. I am not going into detail on the car here because I now truly believe this was a one off event, a slip through the cracks. Why do I believe this, sincerity. From the used car manager to the general sales manager they were not comfortable with what happened regarding my car. A mistake, an oversight, really just a combination of events and timing that materialize in me ending up with the problem. I bought a Ford from a Ford dealer because they should know these cars better than anyone. Turns out buying from a large franchise Ford dealer likely saved me a lot of headache, time and money. I could not imagine some small used car lot taking the car back without a fight, cancelling the deal and then offering me a brand new, still on order replacement as DCH did. Granted the replacement is more money but I wanted a Mustang and the deal was very good and amazingly better than other places. They could have dragged this whole situation out and made many thousands more selling the new car to another person. Integrity over profit, I really respect and appreciate this. The 2022 arrived about a month later and Hugo called me as they were pulling it off the delivery truck. Awesome Hugo, thanks. In the end, a dealership may be a bit more expensive for used cars, parts and service but there are unseen benefits and responsibility not offered elsewhere. In my case, a stressful situation became a nice outcome because the good people over at DCH made it that way. Thanks to GM Steve for doing the right thing by your customer. Thanks to Hugo for being yourself and answering my requests for updates even on your days off. Joe and Todd for your attention to this matter as well. Also Chuck for your experience and time and everyone else there who asked me if I needed assistance. I will be servicing the car here as well and have posted some pictures and comments regarding that.