Napa Ford - Ford dealer in Napa - 570 Soscol Ave, USA

I had to take time and edit my review. I purchased my 2017 fiesta ST from Napa ford in 2017 brand new. I had a great experience with them back then. The car gave me 290k miles of enjoyment and reliability. Recently I’ve had issues and decided to get a new vehicle. I went to Napa Ford again and found the Maverick I wanted. Francisco in sales, Danny the service manager and Mike the finance guy helped me get into my vehicle the same day I went in there. Next up is the service department. They were able to take care of a few recalls the truck had and it’s first oil change in a timely manner. Communication was excellent and paying the bill was done through a website, so when I picked my truck up it was fast. I understand service departments can get hectic. The communication made the difference.

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!!!

I liked the way you structure your sales. The employee does not impose or include services without consent, but explains. I hope everything will work as well as your sales. Jesus also selected financing with a low interest rate, it took a little long to agree with the bank, but we did it and I was satisfied.

DO NOT take your vehicle here for service on a busy day - repairs will be rushed and completed haphazardly. A premier maintenance service was done (not cheap $1795.00) and caused additional $700+ repairs at another dealership to fix the work done at Napa Ford. Still waiting for the service manager to return my call, texts or message left at service department to rectify this issue...

I have lived in the area for exactly one year and had previously never trusted dealerships for service. Napa Ford completely changed that and I had trusted them about 3 to 5 times along with two or three times to the quick Lane service area! I have always appreciated how Napa Ford treats military veterans, Unfortunately Victor, who I have dealt with before and left good reviews ruined that attempting to upsell an honest cut and dry replacement quote on a part the came from their Napa Ford quick lane area. Extremely distasteful.

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 ?

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.

The Quick Lane staff is super helpful and professional. The person at the counter, Sabrina went out of her way to make sure my vehicle was finished quickly in time for an important trip, she was an excellent communicator, explaining what was needed and the costs. Sabrina made me feel very confident that my vehicle was in good hands. I will not hesitate to come back here again for the great service and great value