Ford of West Covina

We were back again and we would definitely give Ford of West Covina 5 stars! We worked with Hakim who made the process so enjoyable. He was knowledgable on each vehicle we considered and are pleased to be the new owners of a Ford Fusion Hybrid. The entire team made this experience fun and we drove off in our new car in style. We recommend Ford of West Covina to anyone looking for a vehicle and could not be happier with our purchase!

I had the worst experience here at this dealership they had an ad for a Ford Escape at $ 17,900. We drive 1.5 hours to get to this place and confirmed with the salesman they had and we even negotiated the price over the phone. Once we got there we looked at the car drove and then we started the paper work. Their finance guys were useless!!! I mean they are the worst. We showed them the ad with the vehicle stick number and they still told us they could not honor the price. What a waste of time… don’t ever go there because they do the bait and switch we are going to contact the BBB to make sure that they don’t do this again to anyone.

Worst dealership I have ever dealt with. I found a car I liked on the website, listed at a reasonable price. The sales person and their manager confirmed the deal with me over the phone before I came down to the dealership, since I had a 1.5 hr drive to get there. I even called twice to confirm everything before I headed over, and they reassured me the price was correct. Came to the site, we test drove the car, then we sat down to complete the finance and they raised the price of the car by $ 10,000. Spoke with the general manager who said nothing but lies and that it was a mistake and basically they did not honor their deal. All they wanted to do was push me out or sell me another car. Wasted my whole evening (5 hrs) which I would of enjoyed spending with my family. Avoid this dealership by all means.

Ray was awesome. No pressure, and really cool. I was really worried about buying a car but he made the whole experience painless.

I have been shopping around for a Ford Explorer. I checked the Explorer out on the manufacture website, Edmunds and Tru Car.
My wife and I stopped by a Ford dealer by our house. We looked at the Explorer there and test drove it. That store was under construction and they were working out of a trailer. The Sales Manager was backed up so we left our information with the lead salesman. We continued our journey looking at other brands of SUV’s that day. We never heard back from that dealership.
Through my online browsing I had several dealers contact me by email. I told each of them what I was looking for. Out of the six that I responded to only two got back to me. West Covina had the color that my wife was looking for.
At West Covina Ford I went back and forth with Jasmin on pricing and what was available. She stated that they had the car at the dealership and sent me an invoice with the vin#. For some reason Platinum White is hard to come by. I had a trade in so that night I drove to where my family was staying at in the mountains over the Christmas break and switched cars with my wife. This was 3.5 hours of extra drive time. I called and spoke to Jasmin’s manager Mike at 2:00 and he stated everything was good to go and they had the car. I started my drive to West Covina after I got off of work and it took two hours to get there. On my way there due to the traffic I was getting second thoughts. So I called to cancel my appointment. Jasmin reiterated that if I didn’t buy before the end of the year a lot of the incentives may not be available. She assured me that she had worked hard on getting me a good deal on the Explorer that we had been discussing. So I went ahead with my drive there. I got to West Covina Ford and met Mike Hernandez, he introduced me to another Sales Manager they had me sit down at a table. After about 20 minutes of waiting I asked if I could see the Car that we were looking to lease. They stated it would be a few more minutes. After 10 minutes they walked up and told me that they had dealer traded the car two days ago and then asked if I would be interested in a different color. Of course I was upset and walked out. Another Sales Manager stopped me on my way out and asked if everything went well and of course I told him what had transpired. He apologized and stated that he would find a white one and get it delivered to me the next day and that I could do all my paperwork at the delivery time. That was six days ago and I still have not heard anything back from them.
We ended up leasing a Ford Explorer Limited at South Bay Ford. They were very attentive to our needs.

Worst car buying experience, if you want to be insulted by giving an offer, go there! The sales manager there is incredibly mean and not been truthful to the customer!

This dealership provides the worse customer service EVER! I had to contact them to cancel my GAP insurance. Which isn’t that difficult, but apparently with this dealership… IT IS!
First, I had to contact them to see what it is that I need in order to cancel my GAP insurance. So, I called them. I was transferred to the Finance Department. However, I was never successful at getting through to speaking with a live person. So, I left many messages for about two weeks! NOTHING! I didn’t receive a call back. I called again and demanded to speak with someone because I have left numerous messages without a return call. All I wanted to know was how to cancel my GAP insurance. Finally, I was transferred to a person. What miracle? I was met with a person with the rudest and most degrading tone EVER! A simple… This is what you need to do would suffice. However, I was practical yelled at for having a question.
So, I went into the dealership in mid September to submit the proper documentation to cancel my GAP insurance. I spoke with the manager when I got there… Of course and explained the ordeal. So, I was informed that it takes about 8 — 10 weeks to receive the refund check. Not a big deal.
Three months later, I have received nothing in the mail. So, silly me… Thought I would be able to get it handled over the phone… But no! This is now mid December. I spoke with Mark on the phone and he said that he would forward my message to Mario, the person that could handle this situation. Keep in mind, I just asked for a status update. He told me that when Mario gets in that he would rely the message and I should get a phone call back. NOPE… Wishful thinking. So, I continued to call for about two more weeks. Nothing! Left messages and received no returned calls. Finally… Getting fed up, I called again and demanded to speak with the person in charge.
Estrella was decent enough to listen to my complaint and apologize. However, she made a comment that my issue isn’t as important as customers that are purchasing a vehicle. WOW!
Obviously, they do not care and no nothing about customer service! No repeat business from me!
So, I decided to take a different route and called Ford Credit directly. They gave me the number to the company in charge of the GAP insurance. I spoke with someone there who informed me that the dealership had received a letter regarding the cancellation of my GAP insurance back in November and it’s still pending because the dealership had not responded back. She did resend the letter to Ford of West Covina. Let’s see what happens now.
I DO NOT recommend this dealership to anymore who might encounter an issue down the line because this dealership doesn’t value customers at all. Unless… You’re there to just purchase a vehicle. After that… Who gives a crap!!!

Ray and Michael were great! Ray was really good at being personable and knew how to connect with the customer! Hardly a «car salesman type» he just really made the process easy, fast and enjoyable. His knowledge not only in our vehicle but in high school football made our experience different and we appreciated his easy going personality. The deal and car bow made it worth the wait!

Car buying culture needs to change. It’s like going to the dentist, except more expensive and there’s no novocaine to numb the pain. I went to 3 Ford dealers before West Covina, and walked out of all of them pretty disgusted.
I have simple needs. I knew I wanted a new candy blue Ford Focus. Ray and the team here didn’t try and sell me anything else. It felt like a Christmas miracle! But seriously, Ray made me feel comfortable and walked me through a lot of things that they don’t teach you in «how to buy a car» school (oh, wait… that doesn’t exist). We were communicating about my car for a couple weeks before I made it in, and he had everything ready for me so it was a pretty chill and painless experience.
Speaking of school, Ray and a few other guys working there have worked in education (as special ed teachers, even!) so they know it’s not good to BS people. It was pleasant chatting with the team and I didn’t feel like I was being talked down to or scammed like I’ve felt at other dealers. As a single woman buying a car on her own, this is important.
I drove myself there and by the time all the paperwork had been signed it was dark and raining pretty hard. Ray and Vincent went the extra mile (more like 25 miles!) and escorted me home.
If you’re going to buy a car, do your research. Get your ducks in a row. Then call Ray. He’s a good guy.

We got our sons first car 2016 Ford Mustang. Look for Simon he’s very helpful, professional. Thank you Simon.

You guys are doing good so far… Don’t fuck it up. I hate advantage ford service dept, they are assholes period. Colley sucks too, no point in making appts if you still end up at the bottom of the list. West Covina… you’re doing good so far… had 2 services here. Don’t fuck it up…

Arrived at the dealership looking for a Ford C-​Max. We were greeted by Paul, and he was very friendly, courteous, and welcoming. He asked what we were looking for and took the time to find the vehicle that met our needs; and spent time reviewing the features of the car. Really appreciated his willingness to help us secure the best deal. Thanks Paul.
Returned on Monday to pick up the HOV access stickers for the car, however, was told that the stickers had just been ordered on November 30 and wouldn’t be in for 4 to 6 weeks. This was in complete contradiction to what we were told when we purchased the car on Friday evening, specifically that we could come back to the dealership on Monday morning and pick up the stickers.
I spoke with Letty at the customer service service desk, and she phoned upstairs to you inquire with the business office. She was very helpful and completely understanding. I then spoke with Jicela from the business office. She took the time to come downstairs and explain the process to me. She understood my frustration and informed me of the full process including how long it would take and what would be her follow up in contacting us once the stickers had arrived.
Despite this small hick up, I am still very pleased and satisfied with the dealership. We were slightly misinformed, however the steps that were taken by Letty and Jicela today really speak to true customer service. Thank you very much.

I called randomly on a Tuesday afternoon to see if I can make an appotinment for a check up on a recall letter. They put me on phone with the main person right away and he told me I was able to drop off my vehicle right away. I pulled up and got greeted in a professional manner and they didn’t waste any time trying to complete paperwork. The representative set me up with a ride home being that I had to pick up my car next day. All went so smoothly! When ever I have questions, the manager Carlos was always available to answer them.

Great dealership! They really worked with us and tailored the car & price to what we needed/​could afford. Vincent, Zee & Mario were all helpful, plus made the experience exciting instead of frustrating. Highly recommend!!!

Was offered a deal by their «Internet Manager» only to be offered a bait and switch by their staff when I arrived. This is how they view their customers.
In an era when many dealers are welcoming if the Customers knowledge of the prices and process (TrueCar, CarsDirect, Edmunds), this dealership still relies on old mentalities. Don’t trust anything they say or offer.

I just bought a 2015 Ford Flex from this dealer. I dealt with General Manager Sam Sweis, Sales Associate Rahim Hakim, and Finance Manager Gene Calvisa. This was the best experience my wife and I have had dealing with vehicle purchases. Sam, Rahim, and Gene gave us the best customer service, and treated us right. They we’re all very honest, and made all transactions very easy. It took longer to have the car washed, and the gas tank filled than doing the paperwork. We are very pleased to have made the purchase at this dealership. A big THANK YOU to FORD OF WEST COVINA from a very satisfied customer.

Going to assume the people who rated 5 stars didnt get the same treatment i did.
I went into the dealership in search of a 2015 mustang v6 stick shift. The salesman who approached me was smoking a cigarette while i first started to talk to him. He seemed very dirty and unprofessional. He was missing about 75% of his teeth and smelled horrible. So i started talking to him and his exact words were, «brooo broo we have that mustang at our backup lot just a few miles away». So i said great lets talk price. He has the audacity to tell me a base model v6 manual mustang is 33k. I was telling him that manual is always cheaper then automatic. The automatic was only 24k. His response to me was, «that makes no sense, thats stupid». So i left after that and went to advantage ford in monrovia. After talking to the manager there he said that in southern california the only manual v6 was located in san diego. AVOID THIS DEALERSHIP!!!

Well… I won’t be doing business here. Put simply, I hold people to their word and at this place, their word means nothing. To add insult to injury, the salesman I got stuck with was arrogant and tactless.
I don’t live in the area, so I did most of the negotiation of the vehicle price over the phone with their Internet Sales Manager Jazmin, once satisfied I brought up my trade-​in, which of course requires an in-​person appraisal. Jazmin tells me the dealership offers a 120%
price-​match on the trade-​in value of my car. Great, that will be a nice down payment. So I setup an appointment the next day with the clear understanding that it would be only an appraisal; I cannot sign paperwork without my wife and she wouldn’t be coming with me. Basically i got hooked and reeled in.
So that next day, I pull up and park my potential trade-​in their cramped lot and let the first guy I saw, Ray, know what I was there for. I hand my keys over (mistake) and they have me wait around for 10 minutes. This is a typical dealership tactic. I saw they didn’t spend any more than 3 – 5 minutes looking at my car, but they had no problem letting me stew for 10 – 15 minutes. Eventually Ray comes back and sits me down to hit me with their ridiculous low-​ball offer: 15% below KBB value. Wait a minute, how did we go from 120% KBB price-​match to 85% of KBB’s value?
The script they’re fed? «
doesn’t have to answer to anyone if they get estimates wrong. They make their money on ad traffic.» Sure, you may have a point, EXCEPT I was told 120% KBB over the phone, to which he replies, «it’s *UP TO* 120%, which is reserved for premium trims like Shelby and Raptors.» See that? Bait & switch? No mention of «up-​to» over the phone for my vehicle, so they pop that surprise on you in end. I chuckled and remarked that I KNEW they’d spring at least one surprise on me, and that was it.
I tell him there’s no way I’m taking a 15% hit on my trade-​in much less taking on more debt of any kind, so he asks me what do I want for my car. I tell him, «the 120% I was told over the phone, there’s no way I’m going under KBB for this car.» So he responds rather rudely, «c’mon. REALISTICALLY, what do you want for this car?» I *AM* being realistic, I’m calling you on the 120% offer over the phone! I’m not going to take a 15% hit on the car for something that they’re going to sell at 120% its KBB trade-​in value. Ray’s rebuttal, «it doesn’t matter what we pay for your car.» Wow. Of course it matters! You buy my car at $X, sell it for $Y, and your profit is $Y — $X. That’s your profit margin, dude.
I’ve been doing research on trading my car for the past 3 weeks now, and this amateur salesman thought that he could talk shop with me about the finances. I laid the numbers out in plain english, that he’s asking me to take a $ 3k hit on my car and walk out the door with more debt and less car. I could’ve been speaking Martian to him and it wouldn’t have made a difference. He didn’t even know the options on the vehicle he was trying to sell! When I mentioned 2.0L ecoboost, he responded «I don’t anything about that.» Maybe I should be selling cars for them…
While this «discussion» is going on, Ray is sitting smugly on the other end of the table spinning my keys around his finger. That’s rather unprofessional; once you’re done «appraising» your customer’s vehicle, you should promptly had him back his keys. Sure I could have asked, but I shouldn’t HAVE to. When I made it clear I wasn’t going to be suckered into their crap deal, he finally placed my keys on the table. It took me all of 15 seconds to grab my keys, thank him for his time, and walk out that door. I didn’t even get a second offer, just Ray’s ridiculous low-​ball offer and that was it. No negotiation.
They may have reeled me in, but this catch got the hell outta there. What a waste of time.
(Update) Just purchased a pre-​owned 2014 Fusion Titanium on
. Same model year and mileage as the car it replaces: 18k miles, fully loaded, and only $ 24k after tax. Beepi also took my trade-​in exactly at KBB value.
(Update 2) These guys are a bunch of clowns. It’s actually very funny, but mostly pathetic. I got a letter of «adverse action» in the mail this week from West Covina Ford finance dept stating that they denied my credit application. Doesn’t really matter, I wasn’t planning on financing through them. My wife and I submitted a joint application through FoMoCo’s website and we were already approved for 0% APR /​72 mos, so I don’t know what the heck they were doing running our credit again. On their letter it showed both of our FICOs scores, both of which were in the 820 range (impeccable) and the reasons they denied us. Supposedly I had too many credit inquiries in the past 12 months; I think there were 5 total, and 2 of which were fricken FoMoCo Credit!

Like many previous reviewers said, be cautious when working with this dealer.
We saw a car online that we wanted to buy. Michael said they would hold the car for us if we would allow them to charge a $ 1,000 deposit to our credit card. This was vital, as we live in Nevada and were not planning on being in the L.A. area for several days. We said ok — but that it was really important for us to get everything done remotely, so that we could just go in, take a quick test drive, sign the final paperwork and take possession of the car. (Our plan was to be in L.A. just for the day, and we had several other commitments that could not be changed or canceled.)
They said the next steps were for them to hold the car by charging us the deposit and for us to complete their online credit application («app»), using their «secure» website. Estrella sent us a link to their online credit app, and it was not a secure page. (Anyone familiar with the Internet knows that a secure URL begins with «https» and/​or shows a lock icon on the browser.) Estrella insisted that the site was secure because it had a «Norton Secured» logo on it. (The mere display of that logo, as Norton itself points out if you click on that icon, does not say that the site is secure, only that it could be secured by the webmaster.)
Each day, we checked with our credit card company, and they never charged us the deposit — so we never felt they were actually holding the car for us.
We tried repeatedly to get someone to work with us and address our issues. We did not want to fill our a credit app on an unsecure page and were willing to use an alternate means of getting the deal done. We kept both trying to reach someone in the IT department at the dealership to discuss the technical issue — or someone else to discuss whether we could complete a credit app on paper, wire them funds, or do something else.
We also needed some type of confirmation that the vehicle was being held for us. Especially because they did not charge our credit card for the deposit, it was important that they give us a confirmation in writing that they were indeed, holding the car for us.
In addition to emails and phone calls to Michael and Estrella, I left voicemail for the Manager of the Finance department and Sam Sweis, the General Manager of the dealership. No one returned a call or email about our issues prior to our trip to L.A. I even called Ford Credit, and they were unable to help.
Only after we realized there was no indication of this dealership acting in good faith, I read the Unilocal reviews and saw that we are not alone in receiving poor treatment from this dealership.
Based on the reviews, we were lucky that we didn’t take the limited time we had in L.A. to go in to the dealership, because that would have been a 2 hour round trip (based on traffic at the time) and that time would almost certainly have been wasted.
We may not be able to get the car we want at the deal we want, but at least our sensitive financial information is not open to hackers, we won’t be subject to identity theft, due to their lax processes and poor security controls, and most importantly, we won’t be wasting time with people who just won’t do their jobs.

I am a loyal Ford customer. My dad worked for Ford and I have only owned Ford cars. I went to West Covina with the intent of buying a new Ford Fusion Hybrid lured by a $ 3500 «dealer discount» posted on their website. When I arrived, they showed me the exact car and told me it was $ 35,000. I asked about their advertisement online and then the manager started backtracking saying that I did not qualify for those «dealer discounts» — the old bait and switch.
I then was getting impatient and told them that I had Z-​plan pricing and gave them my PIN. I just wanted the bottom line price, no hassles. They took what seemed like forever coming up with the Z-​plan price. In fact, there were three managers working together behind the glass to get the price. When one of them came back with the price, they tried to sneak in an extended warranty, and optional insurance in my price. It was obvious that they were trying to make as much profit as possible and did not care at all about my simple request. I felt used and cheated. The managers showed no remorse and offered no apology. By then I had enough and decided to take my business elsewhere.
It was unfortunate because the salesperson, Hakim is a good guy and did his best to find the right car for me. But the managers managed to grab defeat from the jaws of victory.