I have been a loyal Ford customer for more than eight years, and I once left a 5‑star review because of the excellent service I received from Phil and JJ. Unfortunately my recent experience has shown a dramatic decline in the quality of customer care. Throughout multiple visits for a coolant‑related engine failure, communication was inconsistent, dismissive, and at times unprofessional. I never received an apology or any acknowledgment that I was repeatedly given incorrect information, even when it directly affected my transportation, time, and stress.

The handling of my repair was extremely disappointing. My vehicle required a full engine replacement due to coolant intrusion, yet I was told to pick up the car while the check engine light was still on and no repairs had been completed. After the engine swap, the car failed again within a day, shutting off and showing electrical issues. I was initially told I would have to pay for towing, and even after explaining the symptoms, I was sent a battery jump instead of proper assistance. Only after more back and forth did they agree to tow the vehicle, and even then there was no apology or ownership of the situation. The lack of accountability from the service department, especially from one specific advisor, made the entire experience far more stressful than it needed to be.

After everything I have gone through, I will not purchase another Ford vehicle in the future. The resale value of Ford vehicles, the initial purchase price, and the overall ownership experience do not compare to Toyota across the street, where customer service and long‑term reliability are consistently stronger. My loyalty to Ford has ended because this experience made it clear that the brand is no longer aligned with the level of care, professionalism, and long‑term value I expect as a customer.

I had a great overall experience with the dealership, and I absolutely love the vehicle.

The team was able to work with me and my limited availability, which I appreciated. Like any dealership, they were clearly motivated to sell a vehicle as efficiently as possible, but they were also accommodating and gave me the time I needed to ask questions, review options, and receive multiple separate quotes.

The happy accident in the process was that I test drove a 2026 Expedition Platinum Stealth and loved it. That was frustrating only because I had been trying not to purchase new. During the pricing discussions, I was not really presented with the Tremor model as an option. However, one of the quote sheets I received appeared to mistakenly include pricing for an Active edition, while showing the Tremor photo and VIN. I looked up the VIN, found the vehicle at their Napa dealership, and asked for a quote on that model as well.

As it turned out, the Expedition Tremor was actually the best fit for me. It had many of the Platinum-level features I liked, including the high-output engine, interior accommodations, and other upgrades, while also checking the boxes for my overlanding interests. In hindsight, I think the Tremor should have been suggested more directly, especially once I had discussed alternate tire options for the Platinum I test drove in Petaluma.

Overall, I am very happy with the vehicle and appreciated the dealership’s willingness to work through the process with me. The only real critique is that the Tremor model should have been presented earlier as a strong option based on what I was describing I wanted.

Jadon Sedillo my salesman from start to finish was amazing! Jadon truly went above and beyond to make sure everything was smooth and stress-free. He was patient, knowledgeable, and took the time to answer all questions without any pressure.

What really stood out was how much effort he put into making sure I found the right vehicle for all my needs. He kept me informed throughout the process and made sure I was comfortable with every step. It’s rare to find someone who genuinely cares about the customer experience the way he does.

If you’re looking for someone who is honest, hardworking, and dedicated to helping you find the right car, I highly recommend working with him. Thank you for making this such a positive experience!