Hansel Ford of Napa — Local services in Napa

I am writing this review to express my deep appreciation and gratitude for the outstanding treatment I received from Napa Ford in purchasing my new 2024 Maverick XLT hybrid pickup I bought from them in February 2024. Sean Atkinson, the Sales Manager, is to be commended for his extensive time and work in obtaining an extra $3400.00 private offer from Ford to apply to the purchase price of the truck. I am a 55 year loyal Ford customer, having owned and driven an 850,000 mile ‘68 Mustang, which was the only car I owned and drove for 50 years. My car received considerable media attention and publicity due to its special and unique history, including a letter of commendation from Bill Ford, Jr. Unfortunately, my beloved “Blue Beast” was demolished in an accident in 2017, and I have been driving an ‘89 Ford Ranger that belonged to my mechanic since then until I decided what vehicle to buy to replace it. After considerable thought and research, I decided I wanted to purchase a Maverick hybrid truck because of its high mpg and contacted Napa Ford to place an order for the Maverick. To my surprise, Sean had an opening for an order. With the high demand for this hybrid truck, buyers have been waiting 1 - 2 years for their truck to be built and delivered. Buyers whose orders were rolled over from 22 to 23 to 24 received private offers from Ford to compensate for the increased cost of the 24 model. Buyers who originally ordered a 22 model were to receive two private offers as follows: $2750.00 for the 22 model, and $3400.00 for the 23 model. I only received the $2750.00 rebate, and contacted Sean to inquire as to why I had not received the additional $3400.00 rebate. Sean worked tirelessly for two months to try to get the extra $3400.00 added to my account and was finally successful in doing so just before the truck was delivered to their dealership. These two rebates totaled $6150.00 that made a significant difference in reducing the purchase price of the truck. I would not have been able to buy the Maverick without those two rebates since I was paying for my truck with the insurance settlement I received after the accident. And, to top it off, my salesperson, Dina Chavez, personally delivered my Maverick to me on February 16, 2024, and spent two hours giving me a tutorial on everything I needed to know about driving the truck which is entirely different from my Mustang and Ranger to which I was not accustomed. In conclusion, I am now the proud owner of a beautiful new blue Maverick which I look forward to driving and doing some traveling to national parks this summer while I am still in good physical health. This is only the second new vehicle I have ever bought in 55 years, and I waited six years after the accident with my Mustang to finally decide what vehicle to buy to replace it. I owe a debt of gratitude to both Sean and Dina for everything they did to make this buying experience a positive one. I highly recommend Napa Ford to anyone who is considering purchasing a new vehicle. Not all car dealerships are created equal, and they are first-rate for their professional, courteous, and respectful treatment of customers and will go over and above the norm to provide a satisfying experience both before and...

Napa Ford should stand for Fudged Over Royalty by Dealership. These guys are a joke. Negative stars would be to generous.

Took my 97 F250 in to get it checked out. Our regular mechanic was out of town. This was unfortunate since we could have saved a ton of time and money.

It got towed in on 10/28/2024. It had died while driving it. They pulled code and said it was the CPS was bad. They replaced it. Took the truck for a test drive, ran and it died again. Asked if they could put 10 gallons of diesel in( I had suspected it was out of gas before I had it towed and added 5gal of diesel to front tank). Then they said it wasn't the diesel tank being empty, it was a problem with the fuel levels. Apparently this was not the issue. On 11/18/ 2024 they still havent solved the problem but they texted recommended replacing fuel selector switch valve and rear fuel sending unit. I followed this up with text asking numerous questions on why it was taking so long as well as trying to ask them if it was only an issue with the rear tank or both? Has the code issue been resolved? No response was given. Texted them the go ahead anyway on 11/ 21/2024. Didn't hear from them again until 11/26/2024. They said their master mechanic was on vacation and that the parts wouldn't be in until the following week. On 12/2/2024 they said it would be another 7 to 10 days for parts. At this point we decided to just tow the truck out of there. On 12/4/2024 they loaded the parts and gas tank onto the bed of the truck and towed it to our normal mechanic. 40 days they had it 5 1/2hrs of labor and a 2411.59 bill.

Upon picking it up from my normal mechanic he told me when he was going through his diagnostic that he found GAS not DIESEL in the front tank and had siphoned out 10gal of GAS not DIESEL from the front tank. The tank Ford had filled. He also could NOT find the new parts Ford had charged us for. He had also called and talked to one of Ford's mechanics and they told my mechanic they weren't really sure what was going on with it.

Returned to Ford to dispute the bill. Victor told us that the parts had been replaced. I told they to go look at them in the truck. Show me the new part. The mechanic got under the truck rattled off the parts number that does not match the part on the receipt. Refused to supply us with receipts for what fuel the put in and for the part. They said it's on the invoice. I said you had to have gotten one from Chevron. Then I was told that they don't keep receipts just laying around and they would have to contact their bookkeeper which would take some time because it's the end of the year.

They refused to supply a refund of any kind, including the labor on a wrong part they installed then removed. They refused to supply us with original receipts. Management couldn't even be bothered to leave their meeting even after I told them I was going to speak to a lawyer. Not holding my breath that I'll hear from them anytime soon.

I wouldn't take my truck here again if it was the last Ford on earth. I have every intention of following this up with the DCA as well as BBB. In talks with a lawyer currently.

So there you have it folks. Don't say I...

For what it's worth, I have only owned Ford Motor Company products. 1999 Mustang, 2012 Mustang, 2010 Mercury Mariner, and 2014 F150. After wandering the lot for 10 minutes and being passed by multiple employees, we started back towards the front of the lot where we met a salesman. We inquired on the differences between a 2020 and 2021 model of a vehicle and he didn't know but asked someone that did. We looked into the vehicle we wanted prior to going to the lot so we had our minds already made up. We went inside to talk about pricing and it didn't seem they wanted to meet in the middle, or anywhere under the given price. We asked to see the invoice at least 3 times and were given excuses, printer is down, no printers were connected to the computer,, it won't print, before being shown on the computer screen. When we were shown interest rates, we were shown an incorrect rate which was rescinded due to it being the manager's first day. We had a planned 1500 mile trip in two days and were in a pinch, so we decided to pay a little more to get what we wanted. On the plus side, the finance lady was our only breath of fresh air. After bringing the vehicle home, the next day we noticed the engine bay was smoking and chalked it up as oils burning off from the factory. After letting it sit, we noticed radiator fluid leaking on the ground and the reservoir was empty. We immediately contacted Napa Ford and they told us not to drive it. First they were going to send a technician up to work on it, then decided to send a tow truck due to living two hours away from the dealership. While the tow was responding, they asked my wife if she hit anything on the way home and this accusation did not sit well with either of us. The vehicle had 120 miles on it; mostly from the drive home. Had she hit anything, we would have contacted our insurance and not put them blame on the dealership/Ford. The vehicle was getting going to be sent to them and it would have been evident with supporting damage, at which time they could have asked about damage. Not when our brand new car broke down in our driveway with no fault of our own. They did not inquire if we wanted a rental given that we did not know how long we would be out of our brand new vehicle and my wife was stranded with two kids at home while I worked on a weekend. The vehicle was fixed and driven back. My wife simply asked the gas tank be refilled for inconvenience. A small price to pay due to watching our under 24 hour old vehicle be loaded up and taken to the shop right off the bat. They have since declined and brought the vehicle back with under 2/3 of a tank. Napa Ford did not provide any kind of service and did not make it a pleasant experience. I will not bring any of my vehicles there, nor would I recommend...