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November 2023 by Marie C.
Do I have to give them a star?! They are worthless! Absolutely the worst customer service in the service department. If you book an appointment online, they cancel it. If you book an appointment for a continuing problem and show up, they say they can't help you because they have already tried to fix it 3 other times. I was told the loud moaning sound my car makes in reverse is "normal" . It's a 2 year old car. How is that normal?! I even have a warranty. Never buy a FORD!
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November 2023 by Deborah S.
Hansel Ford customer service was not at all satisfactory in my family's case. My daughter and her husband bought a new Ford Mustang EV from Hansel Ford less that 6 months ago. They were so pleasant during the purchase process! Now after less than 6 months and just over 7 thousand miles my daughter brought the car in to Hansel to have the tires rotated before a road trip. She was told that one of the tires needed to be replaced, it was damaged beyond repair. She said that she had just driven 35 miles to the dealership and noticed no problem. The service person said that it probably had been damaged at a gas station. (This is an EV, no gas stations remember?) She asked for a picture of the damage but so far, 2 days later they have not given her one.Apparently tires are not covered by the extended warranty they had purchased. When I asked the sales department if they would interface with Michelin Tires on her behalf for a replacement, my request was refused. Less than 6 months old, 7 thousand miles and this was not their problem. They charged her $270. for one new tire. They could have at least sold her a tire at cost, and stand behind their product to some extent, but they were not going to do anything that was not required by the warranty. They hadn't even recommended going to Michelin for a refund, that was my idea. Zero help!Since Hansel only has a 2.8 yelp rating I would think that they might be eager to improve customer relations. No such luck.
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September 2023 by Ali Q.
Thank you Hansel Ford Santa Rosa! Yesterday my daughter, with mom by her side, was able to experience the entire process of purchasing a vehicle. Your team members were not only easy to work with, they were friendly, courteous and they took the extra care and time to explain the many steps it takes to buy a car to a young college student. As a parent, this is one of many life experiences you can teach your children. The responsibility of not only purchasing your first vehicle, but also the importance of learning about credit, financing and budgeting.THANK YOU for making this an enjoyable experience for Capri & Mom! Sales Associate, Renae Guerrero Finance Dept., Heather KangrgaSales Manager, Jorge Rodriguez
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August 2023 by Earl C.
Our Ford Edge SEL 2016 , pulled a mis- fire cide P301 required a new long block replacement.AJ handled our work order.He set up our car rental and kept us informed daily.$6900.00 repair, cost us zero under our extended warranty.Utmost level of professionalism, courteous ,& compassionate.We will continue to only have our car serviced at, this dealership.Earl
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August 2023 by Casey B.
I have personally bought 2 cars here. It's a ford dealership the experience is what you expect. The service department is great, I can get an appointment quickly and with the exception of having to order parts for warranty work they have always got me in and out on time. I would give 5 stars but there is no shuttle way to get back when they have your car.
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August 2023 by Big J.
Had an experience nearly identical to Nicholas C. below. Walked onto the lot, exchanged pleasantries with a female saleswoman (she was helping a customer, so nothing negative about her), proceeded to walk to the vehicle I was interested in test driving. Walked from vehicle to inside a couple times. Never looked at or addressed once by the sales staff standing around. Don't know if they thought I was a service customer, or because I'd taken some calls, regardless it wasn't until I'd wasted a good 20 mins or so and was walking back to my vehicle that someone briefly got out of a phone call to ask if I needed help. Too late at that point. Also, the fact they're adding mark ups while other dealers are selling at or below msrp is laughable.
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August 2023 by Tom S.
You are going to love this story:2020 Ford Edge that I've owned since new now at 39,000 miles started surging from dead stop. Press on the gas pedal and it behaved like a bucking bronco horse. Went in to get it fixed. Overnight diagnostic required. Next day told that the part would take five days and a qualified technician work schedule is backed up 20 days.Brought the misbehaving car home. Ride 'em cowboy for 3 weeks.Brought it back for the repair after the 20 days. They kept the car 4 days. I had to rent a car.Did research. Learned that Ford knows about this problem with that model transmission which is used in several Ford SUV's and the F-150 pick-up truck. Ford issued a service bulletin in 2022. No replacement part needed. It's simple a computer programming glitch.Returned to dealership to retrieve my car. I told them I knew about the service bulletin and recall. The repair charged was waived. Okay, that's good. Got into my car. When I dropped it off four days before there were 39, 660 miles on the odometer. There was a completely full tank of gas. Shocker! There was only 3/4 tank of gas. There was 40,022 miles on the odometer. Turned on the radio, it was tuned to 740 AM radio. I NEVER listen to AM radio. Never once have ever tuned the radio to that station. So I have to assume a service person was using my car as his personal vehicle for 4 days. Drove it 380 miles. Whoever did this couldn't even cover up his tracks of the crime.I didn't call the service department to discuss my discovery. I wasn't in the mood to listen to a BS story that they would concoct. I'm not smart enough to figure out how to retrieve the car's GPS system travel history. Would be interesting to see where the car was being driven while it supposedly was in the service shop.Buyer beware!Me: Never going to return. Never going to buy a car here again.
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July 2023 by Colton W.
Research the vehicle before you sign the paperwork. I checked before and after and with in ONE MONTH my car started having problem after problem after problem. Started with the transmission going out then to 6 and yes I MEAN SIX SAFETY RECALLS on it. So when I called the service department they "said it was a month waiting list" needless to say two days after i went to Toyota right down the street and traded it in for a 2023 Toyota RAV4 xle. DON'T WASET YOUR MONEY HERE AT ALL.
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July 2023 by J G.
$7000 markup on a $23,000 MSRP, when Walnut Creek Ford has zero markup. It's criminal
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March 2023 by Sandra P.
They were wonderful as far as service and getting the couple of things I needed done, but I only needed two very minor things done. The latch on the glove compartment had broken off, and was probably my fault for putting too much stuff in it, and the other thing was the little door over the gas cap wouldn't stay closed. (I just bought the truck, so not my fault.)They fixed both the problems and just kept it overnight, but it cost me more than $700 which is horribly expensive for two things that minor. They were nice and competent, friendly and polite, but I might try another repair shop first.
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August 2020 by Scott Berney
After lying to my wife and telling her our F150 needed full synthetic oil, they charged $113 for a $75 oil change. No thank you. We'll never be back.
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August 2020 by James Coffee
great staff. Very friendly and accommodating. Love this place.
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August 2020 by Kelly H.
I have been very pleased with my Ford CMax from Hansel Ford. Mechanically it's a good car. But, my Sync has been on the fritz and after $200 in diagnosis costs and repeated attempts to update the software (which they keep blaming on Ford) I was told I needed to replace it. The part was pre-order (aka pay in advance) which I did and was told it would be in in 2-3 days. It is now 10 days later and I had to call to find out the part arrived yesterday! Took two days to actually get a live body and not voicemail. Now they can't get me in to have it installed for another 10 days and need my car 1-2 days to do so. No communication!!! Why wasn't the install scheduled when the part was ordered??? I have no hands-free in my car until this is fixed. Avoid Hansel like the plague
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August 2020 by Andrea Apodaca
I bought my first brand new car from Hansel, the entire process was simple and I couldn’t be happier with superior customer care I receive when I have my car serviced. I highly recommend buying from them. I know my next car will also be from Hansel. I appreciate the extra preventative care during the Covid-19 panic.
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July 2020 by Dave R.
A client of mine bought some vehicles here for me to put graphics on. They wanted the vehicles to be transferred to me and then to another vendor. Once the vehicles were purchased and at the lot, Hansel couldn't have cared less to help. Even worse, there was apparently a lack of communication between Hansel and the client and it upset the client - so Hansel threw me under the bus. Sales staff here are yucky. Avoid. They won't care about you after you spend your money.
