I scheduled an appointment to have my driver-side airbag replaced under a vehicle safety recall. Because I had a medical appointment that same day, I arranged for a loaner vehicle in advance and received confirmation that everything was set.

When I arrived at the dealership, however, a customer service representative informed me that no loaner vehicle was available and that nothing could be done. I then spoke with the service manager, who offered a standard corporate apology but no practical solution. As a result, I was forced to reschedule my medical appointment. After waiting approximately 45 minutes.

This experience demonstrated a serious lack of accountability and respect for a customer’s time—particularly when an arrangement had been confirmed in advance. I will not return to this dealership.

More broadly, I believe the traditional dealership model has failed consumers for many years and needs fundamental reform. It should be replaced by a more competitive, transparent, and customer-centered system that provides a positive experience throughout the entire ownership process, including both vehicle sales and service.

Dear Marin Ford Management,

This will be my last time returning to Marin Ford. I have driven from Vallejo to your location because this is where I purchased my vehicle, and despite my last few experiences not being the greatest, I continued to return out of loyalty. Unfortunately, my most recent experience has been extremely disappointing.

Previously, when I first reported concerns about my vehicle, I was asked if I could leave my car for inspection. However, I was later told that I could not leave it at that time because there was no loaner vehicle available for me to borrow. This created an inconvenience and delayed addressing the issue I had been reporting.

I had my car towed to your service department last Wednesday after being told that my extended warranty would cover the tow. I used my insurance company for the tow, which only covered 15 miles, and I had to pay the remaining $49 out of pocket. I received a call from your service department while I was at work and missed it. By the time I was off work, your office was closed. I expected to receive another call the next day, but I did not.

On Friday, I called and was told that Luis was helping another customer and would return my call. I never received a call back. I attempted to call again Saturday with no answer, and Sunday your office was closed. I was finally able to reach Luis on Monday afternoon. I truly wish someone had attempted to follow up with me after the initial missed call.

At that time, I was informed that my car needed a new battery and that the labor would be $275 plus $250+ for the battery. I do not understand how a simple battery replacement took several days while my vehicle sat there. Although I appreciate being provided a loaner vehicle, I rely on my car daily as a working parent of three children, and delays like this are very difficult.

Additionally, when I first brought my car in, I reported a powertrain malfunction and a noise that I had mentioned during previous visits, noting that it had been getting worse. I was later told I would be charged another $275 to check the noise again, even though this concern was part of the reason I brought my vehicle in. During this interaction, Pablo was rude on the phone, which added to my frustration.

Later, when speaking with Luis, I explained my situation and concerns about the cost. I agreed to proceed with the battery replacement and asked if the noise could be checked. Luis stated he would check it at no additional charge. When I arrived to pick up my car, I spoke with another gentleman who was very helpful and professional. However, when I asked if the noise had been checked, Pablo overheard and rudely interrupted, stating that I had declined the inspection. I explained that Luis had agreed to check it. Thankfully, Luis was present and apologized, stating he had not yet checked it and would do so at that time.

After checking the vehicle, Luis confirmed that there was indeed a noise present, one that has existed since I purchased my car and has worsened over time. I was then asked to return again the following Tuesday for further inspection. At that time, I also asked about reimbursement for the towing cost, since I had originally been told it would be covered by my extended warranty. I was then informed that I would not be reimbursed because the issue was related to the battery.

In addition to these concerns, I would also like to point out that during every previous service visit, my car was always washed and vacuumed. This time, my car was not cleaned or vacuumed, the windshield wiper fluid was not refilled, and my vehicle had been sitting there for approximately six days. This lack of attention to detail further added to my disappointment.

Overall, the lack of communication, delays, conflicting information, unprofessional interactions, and lack of follow-through made this a very frustrating experience. I have given Marin Ford multiple opportunities despite previous concerns, but after this experience, I will not be returning for future service.

Sincerely,
Angela C