Used Cars for Sale at Marin County Ford in Novato, CA

sasser45

Jun 21, 2013

In November 2012 I bought my 2013 Ford Focus from Journey Ford in Novato California. Part of the sales pitch the salesman handed us was "Free Tires For Life" In March 2013 it was time for my 5000 mile check up, my right rear tire had developed a slow leak so I had the service department check that as well. Apparently the tired had caught a nail in the side of the tire and I was told that the tire couldn't be fixed, that it had to be replaced. I was told it would cost about $200 dollars (I don't remember the exact amount) to replace the tire. I asked about the free tires for life and Roger (I think his name was) said that that only pertains to normal wear of the tire. Needless to say I had to pay to replace the tire. Fast forward two months later..low and behold I get another flat on the same tire. Instead of taking it to Ford to fix the tire I took it to my mechanic, and he told me that the tire was defective, wheel separation, etc. He took the tire off the rim and there was about a cup worth of ground rubber inside. So I called the Journey Ford, talked to Roger and explained everything to him. He tells me that they would have to take a look at the tire, take pictures, send it to corporate and they would decide if anything fell under the warranty (Remember this tire is barely two months old, that replaced a tired that was barely 4 months old) and of course Roger said that if it fell under the warranty they would replace it, if it was deemed not a warrantable issue then of course I would have to buy yet another tire. Calling the Ford Customer Service, I was put in to contact with supposedly the Service Department Director at Journey Ford, and after explaining the situation to him. He stuck to the normal wear tires for life, I didn't feel I should pay for yet another new (cheap) tire. Not once did he offer a solution that involved no money out of my pocket, even if it was just a fix-a-flat solution. Also, the Journey Ford Service department is not open on the weekends, so I would have to take time off from work (more lost money for me) to bring the car in. Journey Ford in Novato California specializes in Customer DIS-satisfaction, in my opinion. I truly wish I could return the Focus I bought and shop somewhere else.

slopez27

Apr 30, 2013

This dealership has a history of making promises and not following through. They have repeatedly been caught in lies and continually pull shenanigans. The worst dealership in Marin County. FORD should close this place.

Pocahantus

Apr 26, 2013

Having purchased several new vehicles over the years, I must take the time now to write that Journey Ford is by far the best group of people I've dealt with. Brandon Fisher, the truck specialist, was called over to work with me. He is knowledgeable of the Ford truck packages, weight specs, and trailering/towing limitations and set me up with the right vehicle for my needs. The paperwork and sales process was smooth. If you are in the market for new or used and can make it to Novato, I recommend this company.

norcalgirl

Mar 12, 2013

I went to Journey Ford to look at the new Ford C-Max. David was great. He was knowledgeable about the car, answered all of my questions, and demonstrated many of the car's features during our test drive. I also looked at two other brands of car, but David was the only salesman who followed up by phone during the following week. He mentioned an available rebate, which motivated me to go back to the dealership for a second look. Journey was able to locate a C-Max in the color I wanted, with the options I wanted, and had it there for me the next day. We negotiated what I felt was a very good deal, and there were never any heavy-handed sales tactics. I have owned by C-Max for just over a month now, and I love it! Haven't been back to Journey yet for any service on it, but I'm sure that I will be treated with the same courtesy and professionalism when that time comes. I've purchased/leased many cars in my lifetime, and this was one of the very best experiences. Cudos to everyone at Journey Ford.

Digorydog

Mar 4, 2013

After looking at cars in Sonoma where I had bought 3 previous Fords but this time got no follow through from the sales guy or response to my emails. I moved on to a dealership south of San Francisco. The sales guy there was pretty good and I test drove 2 used cars because they didn't have a new car that fit what I wanted. While I really wanted a new car I sat down to talk about a deal. The closer guy certainly closed the deal for me, I walked out because he really didn't want to talk seriously. So I put a request for info out on the Internet and Athena from Journey Ford in Novato called me. We went over what I wanted and what she had. She emailed me the sticker from the car and I told her I would be in touch. She followed up a couple of times over a couple of weeks period but not pushy. I finally made an appointment and stopped by about a month later, not intending to buy a car...but Athena Williams was so professional, so knowledgable, so smart, so NOT an obnoxious car sales person...the closer guy did his job well, making a bunch of money for the dealership but giving me a fair shake too, a decent offer finally reached on my trade in, so many customer service and other sales people came and introduced themselves while I was waiting to hear about their counter offer, played with my dogs...I just really liked these people, I thought they were all really professional and not icky, creepy. So, while I really didn't intend to spend $40,000, at east I liked the people that got me to do it! And the follow up from Joe, Heather, Teresa and others at Journey has been great and impressive. Better than my BMW folks here in SF, and they are really good! Oh yea, I like the new Ford a lot too.

Bazsha

Mar 3, 2013

My experience with this business and individuals was great! They are all helpful and friendly, while maintaining their professionalism. Even though I purchased a used car and a different brand (VW) they all showed their support for me and belief in all cars on their lot! I still get the same special care and package of ongoing help, as if I purchased a new Ford car! They all are available to answer any questions that I have. The way I learn best is to read the manual and then ask for clarification where I need it, such as what kind of gas is really the best for my car. I would recommend this dealership and these individuals to anyone!

wendistorm

Jul 10, 2012

I have owned Ford/Lincoln vehicles for over ten years. The experience I had at Journey Ford with Paula was by far the best! They were very accomodating and spent the time with me that was needed to explain all the details of the car I bought. I would recommend them without a doubt!

philmgarcia

Mar 9, 2012

If you enjoy a dealer playing games and wasting your time trying to steer you toward the car they want you to buy, see Deseree at Journey Ford, Novato, CA.

Rembo

Mar 7, 2012

I have always driven Fords since 1971. I was looking for either a Used or New Focus. I am pleased with my 2009 Ford Fous.

bz

Jan 13, 2012

You guys take such good care of me when I bring my car in. I drive from fairfield because the service is so good! Thanks so much

Sadbuttrue

Jan 8, 2012

This dealership brings back the used car salesman principles of yesteryear with a vengeance. Be especially suspicious of vehicles that they will not post pictures of - they'll try to tell you that "it just came in today," but know that this is just a stall tactic. If they ever plan on posting a picture, it's after weeks of masquerading to cover up what they don't want you to see or know. I was interested in a pickup truck which they had no pictures for - the first time I went to see it, it had a lumber rack and bald tires. What does that tell you? And they mislead me by saying that the truck was a short bed (which I wanted) when in fact the truck was a long bed. Can anyone say: sleazy used car salesman? And I wish I were done, but two weeks later when I got over the initial "sleaze shock," I came around to the fact the truck had low mileage, and so I reconsidered doing business with them. I called them and I told them that I was interested in the truck, so the manager, being the sleaze-ball that he is, cut me off right before I was going to let him know that I had previously seen the truck, and immediately started to go off about how "beautiful" the truck was. So, I had enough of his sleaze-ball ways and got tricky myself. I let him think that I was a different customer and I proceeded to tell him that I was looking for a truck that still had a lot of life left in it - not a truck that may have been used and abused by an honest contractor using it for work, so when I come and see the truck, there better be no surprises like oh, I don't know, a lumber rack on the truck. And well, this is where the sleaze-ball manager fell into the trap. He told me that the truck had not been owned by a contractor and "doesn't have a lumber rack or anything like that." Well, there you have it. This truck has been sitting on their lot for well over a month, and there still aren't any pictures of it. I bet if someone calls and tells these guys they're looking for a work truck with a lumber rack, they'll say they have the perfect truck. Buyers beware.

philmgarcia

Nov 10, 2011

Buyer Beware! Being part of the "Ford Family", I believe on buying American and local, BUT...was not a good experience. I've posted my results in detail on Twitter and Facebook, of which I've received quite a response. I sent a detailed letter to Mr. Mullaly, CEO of Ford Motor Co. with a copy to Mr. Omoomy, owner of Journey Ford. I've received an answer from Ford Motor Co. I also went over the details of my experience with a sales mgr. at Journey Ford explaining the games played to beat me out of a lousy extra $100. on my trade-in. My wife wanted a black car. We were shown a WHITE one. That should have been an indication of things to come.We have driven ONLY new Fords since 1975 and so far are happy with the one we purchased. Our experiece should not reflect the quality and integrity of Ford Motor Co.

Meryl

Nov 8, 2011

I was purchasing via a family member, therefore had "employee pricing." This did not keep them from treating me and my sale as if it was of the highest priority. Sales rep asked all the right questions to find out REALLY what I was looking for, as I wasn't clear myself. She was right on target! Follow up has been amazing and I highly recommend this dealership. No pressure, just service.

peanut123

Oct 16, 2011

NEVER GO HERE! How do you sleep at night Adam? To all the people that are looking to buy a vehicle at Journey Ford. I drove 150 miles to buy a car from Journey Ford. I showed up and the price increased $1,000.00 overnight. I was told I should have gave him my $500 non-refundable deposit before hand and I would have got the vehicle at the lower price. Just ask yourself, would you give anyone a non-refundable deposit for something you haven't seen except on the internet. Do I need to say more about my review and experience?

tom hogan

Oct 6, 2011

I just bought my second car from Journey Ford. I shopped my local dealers (Walnut Creek Ford and Future Ford) who were not pushy or horrible but I was amazed that they didn't know much about the techinical or benefits of cars we were looking for. 3 things really impressed me about Journey Ford. 1 - They have product specialists (not sales guys) that have no other responisibilty other than to eductate me about the car. The Product specialist (Will) spent 40 minutes with me going through every detail after I bought the car. He even synched my phone for me. 2 - They gave me more for my trade in that it was worth. It was not even running and they gave me $2500 for it, they even sent a driver to Concord and picked up the car! Wow! 3- They offer free tires for life and make owning (and buying) a car really, really easy. 5 stars from me great job! Tom & Shelly Hogan - Concord

NatashaH

Jul 2, 2011

I just purchased a new 2011 Explorer Limited from Journey Ford. I dealt with Glenn, the Sales Manager and Justin, a Product Specialist. Justin explained all the features of my new vehicle, so different than my 2003 Explorer. Ford has done a fantastic job in its redesign. The staff treated me with respect and were very hospitable. Not only did I get a great deal but also got a package of services they call Journey Care included. I get tires for the life of my car at no charge. I'm so happy.

tom hogan

Jun 30, 2011

We recently leased a car from Journey Ford but I got a letter from them that blew me away. I really didn't expect to hear from them again after the sale but much to my surprise I got a letter from the owner / dealership that offered to detail our new car for FREE anytime in the next 2 years. They even offered to pick and return the car up from us. Then we received a phone call from Ford offering $150 if we would participate in a survey about the new Microsoft Sync voice activation system. I think Ford is doing a great job and Journey is following their lead. We haven't taken advantage of either of the offers extended to us, but I was just really impressed that a dealership cares enough to realize that if you take care of the customer AFTER the sale the chances that they will come back again are a high percentage. Tom & Shelly Hogan - Concord

Evacheska

Jun 16, 2011

Everyone went above and beyond to make my experience pleasant and make sure I got the car I wanted! I was so elated to leave with my Mini Cooper, and really enjoyed how friendly everyone was. Buying a car can be really stressful, but the team did a great job of making sure my time at Journey was good!

jvanatta

Mar 24, 2010

This was the worst experience I ever had with a dealership service department. I made an appointment for a simple oil change and dropped off my vehicle, which was running fine. I even saw an employee start and move the vehicle to a different area of their lot. I was then given a ride to a nearby store to pass the time.Twenty to thirty minutes later, I received a call asking if I have experienced any problems with my electrical system, as the vehicle will not start. I was shocked to hear this, as I never had any electrical system problems with my vehicle in the 5 years I have owned it. This situation seemed very suspicious, but initially I was willing to give them the benefit of the doubt. However, the man I was dealing with simply went through the motions so nonchalantly without ever apologizing that this happened on their lot. This further lead me to believe that something stinks with this.I was told that two men were working on my vehicle all afternoon and they couldn't figure out what was wrong. This seemed like a stalling tactic to me. I didn't find out until I called the following morning that the vehicle needed a new PCM, which is the brain of the vehicle. I was then told that this part is "conveniently" still under warranty and replacing it would be no cost to me. After I was told this and put all the pieces together, I concluded that something was done to my vehicle when I was not there and this was a case of warranty fraud.Since getting the part would take a few days, I said I would need a rental car and was not going to pay for it because my vehicle "supposedly" broke down on their lot. They would not cover the whole cost of the rental and when I complained about the extreme unlikeliness of this scenario happening to the service manager, he still would not fully cover the rental and again I received no apology for what happened.Later that day my wife and I went to their lot to pick up the rental car. After the service manager said he would partially cover the rental, he then told my wife that he would not cover it at all and he was extremely rude to her. She was very disturbed afterward so we felt the need to see the general manager to complain about this experience. After seeing him, he was initially willing to help, but still would not cover the full cost of a rental. He then asked if I would be happy with throwing in one more day of rental coverage. At this point nothing they could do would make me happy as the damage was done and I told him that. I also said I would never come back here again after being treated like this. Once revealing that I have no plans on being a future customer, he then retracted all of the rental car coverage. My wife and I were even more disgusted with how we were treated and decided to leave with no rental car.We proceeded to file a case complaint with Ford's 800 number. After having this documented as an official complaint with Ford corporate, the level of service "magically" improved and my vehicle was fixed ahead of schedule. Ford needs to crack down on this very shady dealership, as Ford had to flip the bill for my warranty fraud case and I am sure this place has done similar things to other people.Please just stay away from Novato Ford. They wasted my time, stressed me out and made me angry. By the way, I had the oil change done somewhere else as I was not willing to pay this dishonest place one cent.