Dealer 2-Year Rating

Overall Rating

1.6 / 5
Customer Service
1  
Friendliness
1  
Overall Experience
1  
Price
4  
Quality of Work
1  
Service
1.6  

Dealer Reviews

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Overall Rating

1.6  

1   Customer Service
1   Friendliness
1   Overall Experience
4   Price
1   Quality of Work

Worst Service from Car Dealership EVER!

By joe on 5/21/2018 at 4:41 PM. Helped by none.

Great Salesman but worst service ever for a car dealership I have ever experienced. I bought a Used Ford from them and it have 8 issues that needed to be fixed with it. One major issue was the electrical system indicating car door was open when its not and alarm going off for no reason to name a few. They told me to bring in the car and they would take a look at my issues. Its a 45 min drive for me to get there. I did and they did not check it out at all. Said I had to leave the car but I they had no car rentals for me. So I scheduled a 2nd appointment with service and I told them I needed a rental car and the confirmation email indicated an rental. I get there and they dont have a car for me. So I made a 3rd Appointment and drove the 45mins there. I got a rental car and said it would be 1 or 2 days and they would call me the next morning. At 2:30pm I call them after not hearing from them and they told me they dont have the parts even though I have been there 2 times before with a list of issues. I was angry but said fine when will the car be ready. They said parts will be in next week(it was thursday). Okay I said fine call me when its ready. Then they told me No and that I needed to pick up my car on Friday and then schedule a 4th appointment to get it fixed when the parts arrive. that would have been 4 trips each taking 90 mins of my work day totalling 6 hours of work time I would have lost. I told them I was not coming back and that I wanted a refund for the car and they refused. I asked if I could have the fix done at a local ford dealer closer to my home, they said no. I asked to be compensated for my time, they said yes but never got anything. So not my car is still having issues and will have to fix them from my own pocket a total loss. Worse is that I know no longer feel happy about owning this ford and may get the stuff fixed and try to sell it. WORST SERVICE EVER and they dont even care, they were not at all concerned with my issues, my time or frustration!!! Dont go to Marin County Ford its not worth it, they are better ford dealerships around. I have been a ford owner for close to 20 years and never never had an issue with other ford service depts!!!!

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Service Like it should be

By Fordguy on 7/15/2015 at 12:08 AM. Helped by Fran.

Had a front end (suspension) problem with Explorer From the estimate through the completion of the work I was kept informed. Works and drives like new.

I would recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Quality of Work

Tires for life was not honored.

By Foghorn on 7/7/2015 at 10:46 PM. Helped by Manager..

Since Journey Ford was sold the service has been horrific. We just took our car in for the first set of new tires since we bought it three years ago only to be told the tires for life was an offer with the old dealership and the new owners will not honor it. They told my husband they are not even a Ford dealership now. Not quite sure why they are called Marin Ford. As lifeling buyers of Ford this place will definitely steer is to another brand the next time we purchase a car.

I would not recommend this dealer.

Overall Rating

1.7  

1   Customer Service
3   Friendliness
1   Overall Experience

No shuttle service --oh wait--only shuttle service in a...

By myblueocean on 12/5/2013 at 5:01 PM. Helped by service manager and intake staff.

No shuttle service --oh wait--only shuttle service in a very limited area of Novato..It should not be called a service as it can't service anyone who does not want to go with a few miles of the dealership. When promised a loaner car, a loaner car was not available and wasted my morning attempting to get my car serviced here. For me the writing is on the wall. If the front of the house can't be of service, I have not hope for the back of the house. I am going elsewhere. My recommendation is for others to do the same. I have purchased and serviced many cars in my day and by far this was the WORST experience ever and the sales pitch when you buy the car about the service dept and what is offered is very deceptive.

I would not recommend this dealer.

Overall Rating

2.0  

2   Customer Service
2   Friendliness
2   Overall Experience
1   Price
3   Quality of Work

In November 2012 I bought my 2013 Ford Focus from Journey...

By sasser45 on 6/21/2013 at 7:58 PM. Helped by Service Department Director.

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.

I would not recommend this dealer.

Overall Rating

2.0  

1   Customer Service
3   Friendliness
1   Overall Experience
3   Price
2   Quality of Work

This dealership has a history of making promises and not...

By slopez27 on 4/30/2013 at 3:59 PM. Helped by Several employees.

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.

I would not recommend this dealer.

Overall Rating

4.8  

5   Customer Service
5   Friendliness
5   Overall Experience
4   Price
5   Quality of Work

Having purchased several new vehicles over the years, I...

By Pocahantus on 4/26/2013 at 12:54 PM. Helped by Brandon Fisher.

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.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price

I went to Journey Ford to look at the new Ford C-Max. ...

By norcalgirl on 3/12/2013 at 7:38 PM. Helped by David Jacobs.

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.

I would recommend this dealer.

Overall Rating

4.6  

5   Customer Service
5   Friendliness
5   Overall Experience
4   Price
4   Quality of Work

After looking at cars in Sonoma where I had bought 3...

By Digorydog on 3/5/2013 at 2:41 AM. Helped by Athena Williams.

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.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

My experience with this business and individuals was...

By Bazsha on 3/4/2013 at 12:23 AM. Helped by Isiah Jordan, Paula Jo Engle, Hans Bigall, Heather Brautman - all staff are helpful and friendly.

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!

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

I have owned Ford/Lincoln vehicles for over ten years. ...

By wendistorm on 7/11/2012 at 12:30 AM. Helped by Paula Engle.

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!

I would recommend this dealer.

Overall Rating

2.0  

2   Customer Service
3   Friendliness
1   Overall Experience
2   Price

If you enjoy a dealer playing games and wasting your time...

By philmgarcia on 3/9/2012 at 9:57 PM. Helped by Deseree.

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.

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

I have always driven Fords since 1971. I was looking for...

By Rembo on 3/7/2012 at 3:24 PM. Helped by Richardson,Athena,Eric and Elysha.

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.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Quality of Work

You guys take such good care of me when I bring my car...

By bz on 1/13/2012 at 7:25 PM. Helped by fran and glenn.

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

I would recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Overall Experience
1   Price

This dealership brings back the used car salesman...

By Sadbuttrue on 1/8/2012 at 8:29 PM. Helped by Glen.

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.

I would not recommend this dealer.

Overall Rating

2.3  

2   Customer Service
3   Friendliness
2   Overall Experience
2   Price

Buyer Beware! Being part of the "Ford...

By philmgarcia on 11/10/2011 at 7:19 PM. Helped by Denice ?.

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.

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Overall Experience
5   Price
5   Quality of Work

I was purchasing via a family member, therefore had...

By Meryl on 11/8/2011 at 10:54 PM. Helped by Denee, Will.

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.

I would recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Quality of Work

NEVER GO HERE! How do you sleep at night Adam? To all the...

By peanut123 on 10/16/2011 at 11:18 PM. Helped by Adam.

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?

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

I just bought my second car from Journey Ford. I...

By tom hogan on 10/6/2011 at 3:53 PM. Helped by Ali Omoomy & Will.

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

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price

I just purchased a new 2011 Explorer Limited from...

By NatashaH on 7/2/2011 at 4:20 AM. Helped by Justin & Glenn.

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.

I would recommend this dealer.