Chino Hills Ford — Attraction in Chino

A Deceptive, Unprofessional Nightmare

On July 16, 25, I was excited to pursue a 23' Ford Mustang Mach-E Select 34k mi at Ford Chino Hills, initially quoted at $24.7k down to $20k by Jordan Knox per $4k EV tax credit (a lie). However, my experience on July 17, turned into a costly and infuriating ordeal that cost me $141 ($65 to get there via Uber, $76 to return to San Fernando Valley) and hours of wasted time.

Please listen to the negative reviews—I ignored them and deeply regret it. This dealership’s bait-and-switch tactics and unprofessional staff are a warning to all: RUN from this place!

Timeline of Events: On July 16 at 7:30 PM, I spoke with Jordan, who promised a $4,000 discount, suggesting a price around $20,000. I filled out pre-qualification forms, but when I called back at 8:07 PM, he acted like he didn’t know me and said he’d call back. He never did, even after the dealership closed at 9 PM. On July 17 at 1:19 PM, still no word—16 hours of ghosting. I called again, demanding a manager, but a pushy phone rep dodged me, repeating “in regards to?” trying to sale, despite my request. After 5 minutes on hold, she returned, irritated, claiming the manager was “in a meeting” and asked for a message. I hung up. 2 mins later, Ricardo, the “internet sales director,” called, confirming the $4k EV tax credit but stalling with “I’ll call you back” instead of setting a time to visit.

I arranged a driver to Ford Chino Hills, 90 mi from San Fernando Valley, costing $65. Upon arrival, I met Eddie, a sleazy salesperson who presented a contract loaded with practically $10,000+ in fees: $4,000+ for “nonsense” and $2,000 for garbage. These inflated the price from $24,763 to over $31,000, with an 8.99% APR and $550 monthly payments (72 months, $8,000 down payment). I grabbed his pen, crossed out the fees, and said, “I’m not paying for that.” Eddie laughed nervously, left three times to “check with the manager,” and returned, testing if I’d accept $500/month. I refused, holding firm at $350-$355/month maximum ($20,500 total, $2,100 down).

After 40 minutes, a second salesperson—whose name I didn’t catch with slick hair, whose demeanor felt manipulative and scummy—tried to pressure me. I interrupted, saying, “I’m not paying for that,” and stood up, ready to walk. He got upset, “You keep interrupting me.” I replied, “I’m making a point, and I feel like you’re not hearing me.” Finally, Moe, an older finance manager and apparent mastermind, emerged with a mortgage calculator, claiming my $350/month target was “not reality” and “never will happen” for a “first-time buyer” with “no credit history.” This was patronizing—I’m informed, citing deals at Vista Ford ($22,991) and other dealers online ($21,000), plus my TrueCar Lifemart discount. Moe insisted the $24,763 price was after a $4,000 EV credit, which is a lie: the federal used EV credit ($4,000 max) applies only to cars under $25,000, claimed at tax time or POS. Their math meant a $28,763 base price, plus $6,000 fees. My calculations—$20,500 minus $2,100 down at 6% APR is ~$315/month—proved their $360-$550 offers were inflated. After an hour of ruthless negotiation, I shook their hands, said, “Thank you, have a good day,” and walked, returning home for $76.

Play-by-Play of Their Scam:

Ford Chino Hills baits customers with false promises, like Jordan’s $4,000 “EV credit” to lure me 90 miles. Once there, Eddie padded the price with $6,000 in fees—$4,000 for nonsense (worth $500 max) and $2,000 for possibly etching (a $20-$50 service). Their 8.99% APR and $550/month (versus $315-$330 at 6%-7% for $20,500) hid thousands in hidden costs. When challenged, they cycled through staff—Eddie’s fake laughs, the second guy’s sleaze, Moe’s gaslighting—to wear me down. Moe’s “first-time buyer” label was a tactic to dismiss my research, claiming $366+/month for $23,100 was the best they could do (if considered), still $30-$40/month too high. Their $4k tax credit was a mirage, inflating the base price to disqualify the real EV credit.

Warning to Others: Please, don’t...

I’m writing to share my recent experience with the service department at Chino Hills Ford regarding a repair covered under my Ford Triple Protect warranty. While I’ve successfully used this coverage at the same location in the past (for a nail in the tire and dent removal), and Chino Hills Ford has been my preferred location, my last 2 visits in January and May were unfortunately disappointing.

On Friday, May 16th, I had my vehicle towed to Chino Hills Ford around 12 PM following a tire blowout on the freeway the previous evening, which also caused a 2" hole in the wheel. I informed the service advisor of the damage, which had also been noted by the tow operator. The advisor initially stated that the wheel would need to be ordered and should arrive by Saturday.

However, shortly after I left, I received a call stating that Triple Protect did not have me in their system, so the parts could not be ordered. I contacted Triple Protect myself and spoke with Erica, who was able to locate my information using the last 8 digits of my VIN. She confirmed that the account was listed under “Fleet Driver XXXXXX XXXXX.” The advisor should have been able to locate the account using the same method. I then provided the claim number and forwarded the confirmation email and a follow-up text to the advisor.

On Saturday morning, the advisor called to say the part still couldn’t be ordered because the warranty company was closed. I called Triple Protect again and confirmed they were open until 7 PM ET on Saturdays. When I relayed this information, the advisor was surprised and admitted he had been calling a different number.

I also inquired about a loaner or rental vehicle, which is included in my warranty benefits, but was told this was no longer offered. I escalated the issue to the Service Manager, Eric, who confirmed the same. On Monday, Eric informed me that they were still working with the warranty company to submit images of the damage and that the repair would likely be completed by Wednesday. It was finally completed around 4pm on Tuesday but I was not in a positon to return the rental at pick up my vehicle with such short notice.

Due to the delay, I contacted Triple Protect directly to ask about the rental benefit. They confirmed that dealerships typically submit the rental as part of the claim and were surprised to hear that Chino Hills Ford would not do so. As a result, I rented a car myself on Monday and returned it on Wednesday. Enterprise dropped me off at the dealership, and I am currently awaiting reimbursement of $133.

The only positive aspect of this experience was that the replacement wheel matched the others, the tire was new, and the vehicle was charged, which I appreciated since it arrived with a low battery.

That said, the overall process was frustrating and inefficient and I has to spend time calling the warraty company to move things along when this should be easily done by the service department. I’ve previously recommended Chino Hills Ford to other owners, but after this experience—and a similarly negative one in January—I no longer feel confident doing so. Despite the convenience of the location, I’ve since had a much more positive experience at Citrus Ford, where my previous issue in January was resolved the same day. It’s disappointing to feel that the level of customer service at Chino Hills Ford has declined to the point where even basic expectations are...

Review: Terrible Service Experience – A Cautionary Tale

I cannot stress enough how horrendous the service department at this dealership has been. My experience with them has been nothing short of a nightmare, and I feel compelled to share it in hopes of preventing others from undergoing the same frustrating ordeal.

When I purchased my 2020 BMW 2 Series from this dealership, the finance department sold me a service contract, assuring me it would provide convenience and peace of mind. Little did I know that this would turn into a massive headache instead.

My first visit for an oil change was a disaster. I called two days in advance to confirm they had the necessary oil filter. I scheduled my appointment early, as I run my own business and had other commitments later that day. Upon arrival, I was checked in and then left to wait for hours. When I finally inquired about the status of my service, I was informed that they didn’t have the oil filter after all and had to go out to get it. This was despite my proactive call ahead of time to ensure they were prepared. To add insult to injury, they neglected to reset the service light in my vehicle, which is a basic part of the service process.

I attempted to address these issues with the manager, Joe, who was dismissive and rude. He stated that they do not work on BMWs and suggested that I should call ahead in the future. He failed to acknowledge their oversight, which only exacerbated my frustration.

Fast forward to February 14, 2025—I made the mistake of giving this service department another chance. Again, I called two days in advance, specifically instructing Erica three separate times to ensure that the oil filter was ordered. She assured me that there was a note and that the part would be ready. Upon my early arrival for the appointment, I chose to wait on-site, but as time passed, I noticed that customers who arrived after me were leaving with their vehicles. After nearly three hours of waiting, I asked for an update, only to be told that they still needed to go get the oil filter, but my car was being worked on.

Eventually, I was informed that my vehicle was no longer drivable because it wasn’t holding oil. They claimed that my oil pan was cracked and that I would need to have the car towed. This was shocking, as my car was in perfect condition when I brought it in—there were no oil leaks or issues. After having my car towed to a BMW facility for an emergency inspection, they concluded that the damage stemmed from the screw to the oil pan being over-torqued.

When I called the service department again to discuss the situation, the manager insisted that my car had arrived leaking oil, a blatant lie that they refuse to take responsibility for. The entire experience has cost me $6,000 in repairs due to their negligence.

I strongly urge anyone considering this service department to think twice, especially if you’ve been sold a service contract. Cancel it immediately and seek help elsewhere. This dealership’s service department has proven to be unreliable and untrustworthy, and I would hate for anyone else to endure the financial and emotional stress that I have...