Hemborg Ford — Local services in Norco

ITS A LONG REVIEW BUT ITS WORTH THE READ. UPDATE: Shortly after my intial review a year ago, Service manager Robert Quintero called me to ask what happened for me to post a bad review. I explained again to be courteous.i was annoyed with a question like that when there is a long detailed review R. Quintero had read THEN called me. HE then told me that the repair shop i went to might have just reset my temp and engine light and replaced wrong sensors that may result in same problem reoccurring and offered (2) $50 gift cards for service. I thanked him for the warning of issue returning and DECLINED the (2) $50service vouchers. Well, 15k miles and 1 year later, the problem has NEVER returned, and just passed 1st required smog since new. What is $100 when they attempted to rip me off $4,243. All these 5 stars are ppl buying, thats when they act nice, sad faces will occur when they go service. 09/23‐I scheduled an appointment at Hemborg Ford service 4-5 days in advance for an "engine coolant over temp" alert, on a cold start that caused the "engine" check light. I was informed there would be a $175 diagnosis fee. When I brought my vehicle in i told the assigned service rep (Jose) that the vehicle is still under warranty and i have documents to prove. Later, he said that the diagnosis fee is now $185 and not to worry because if issue is under warranty then they should cover fee. Not okay, because i purchased the highest and most expensive "bumper to bumper" warranty available when i purchased vehicle brand new from a Ford dealership, why should it cost more if going through warranty. Jose then stated that warranty process takes more time to get vehicle back because all expenses has to be paid in full before vehicle is released and that warranty always tries to negotiate price with service center, i can see why. Id have to leave my vehicle there but he wont be able to diagnose it until 3 days later, then why schedule me 4-5 days in advance, i wasnt a walk-in client. I get a call 3 days later and Jose tells me that a tech saw evidence of rodent activity and this isnt covered under warranty, and to assess the problem it would cost me another $1,628 out of pocket. That price is not even to fix, thats just an additional "diagnosis fee." I relpied i cant proceed further with service because thats a whole lot of money without even knowing the end cost. I was then informed that this typically cost another $2,430 parts/labor. Thats a whopping $4,243. I said to stop any further work, ill take my vehicle back and think about it. He said he will just need to get started on release paperwork and give me a call back. A day goes by..... no call. I call in and i get run around, he's with another customer, no pick up (answer machine) and finally he said "still working on release" and he'll call. Next day, I avoided calling Jose and spoke to someone else, they said my vehicle is ready for pick up. I come in to pick up and assigned rep Jose tells me he's still working on release paperwork and to wait in waiting area. Waited and waited then went outside for fresh air. Luckily, a mechanic walked by and noticed i was waiting a long while (over an hour) and asked if i had a vehicle here and to see service #. He went in and 2 minutes later Jose comes out and says finished. Thanks very much to that mechanic that noticed. Who knows how long i wouldve waited. I go in and Jose says, that will be $185. I said, i thought that price was if going through warranty but you said this is not covered, shouldnt it be $175. Reluctantly, agreed to honor $175. Finally got vehicle back. I took my vehicle next day to another auto repair shop. They said i had 2 engine sensors that went bad and they can have it done day after. They did not ever mention anything about "evidence of rodent activity." They finished fixing my vehicle and gave it back faster than Jose at Hemborg Ford to just release it. And, the auto repair shop fixed my issue for LESS than the cost of Hemborg Ford service center "diagnosis fee" of $175. My truck has been...

Update!

If you're going through a similar situation, please don’t feel like you have to just accept it and move on. There are organizations that exist to help protect consumers like us, and I encourage anyone experiencing unresolved or unfair treatment from an auto repair facility or dealership to contact the California Bureau of Automotive Repair (BAR).

They are a state-run agency that investigates and holds shops accountable when consumers are left in the dark, misled, or financially impacted by poor service. It’s free to file a complaint, and they assign a real person to your case to guide the process.

You don’t have to fight these battles alone — and you absolutely deserve accountability, transparency, and respect when it comes to your vehicle and your hard-earned money.

I brought my vehicle to Hemborg Ford in December 2024 for a leak, which they diagnosed as needing a transfer case reseal, oil pan reseal, and CV shaft replacements. While in their care, my vehicle sustained over $8,000 in physical damage reportedly caused either by wind during service or the technician failing to latch the hood during test drive, depending on which of their two conflicting explanations you believe.

I was not notified for several days, and only discovered the issue after noticing my vehicle was no longer on-site and calling to ask. I later found that repair documentation was created the day after the damage, and a day before I discovered there was an incident, which gives the impression that the dealership may not have planned to disclose the incident at all. After delays from back orders and defective parts the repair took nearly a month.

On the day of the incident, my vehicle began issuing fault prompts: Powertrain malfunction Service steering Charging system fault TPMS fault Service engine soon (multiple)

None of these alerts were acknowledged or documented by the technician. When I picked up my vehicle, I made it less than half a mile before it began to shudder. I returned immediately and was told it sounded like a transmission issue, but was dismissed as unrelated.

I followed Ford Corporate’s suggestion to let the dealership correct it. The service manager test drove the car with me and recognized the issue and was hopeful that it may just need to be reprogrammed. Took over 3 days for them to let me know I’d need to authorize $6,000 for a transmission teardown and $800 for TPMS reprogramming — despite the fact my vehicle was returned to me in this condition. TPMS warning itself stated that a battery or camera replacement could cause faults, both of which Hemborg had performed.

Over 50 miles were added to my vehicle during the entire duration of service , and when I asked if it had maybe been driven improperly, the dealership was unable to provide any factual explanation and denied that could be the case. I've shared thorough documentation of extended service delays, negligent damage, missing records, and alerts logged during their care, yet they expect me to just take their word while refusing to even acknowledge my evidence.

I emailed the owner, Mr. Hemborg, directly on 04/04/25 but was ignored by him. Instead, the service manager called to say they were not accepting responsibility, and I would be expected to cover the cost.

Most recently, Robert (Service Manager) informed me that after reviewing the alerts I received, he confirmed they did occur on days the vehicle was in their possession and being serviced but was unrelated to my issue. He did inform me that had their internal records to support this but “can’t be shared.” He also spoke again with Mr. Hemborg, who reaffirmed that they will not accept any responsibility or cover any part of the issue finalizing the dealership’s position.

This entire experience has been disheartening. It left our family without our primary vehicle through holidays, birthdays, and business meetings memories and opportunities we can’t get back.

I also strongly recommend filing a case with the Bureau. It May take a while but I believe...

Service Manager: Robert Quintero Service Agent: Luis Upon arrival to pick up my car, I was handed the keys and sent on my way, only to discover that the front end of my vehicle was completely destroyed. They didn't even have the decency to inform me about this damage, claiming it was "on their list" to call me back. When the service manager, Robert Quintero, came out to inspect the damage, he nonchalantly remarked, "Yeah, my guy dinged it." No, he did not "ding" it—he destroyed it. Quintero’s response? He would get it fixed and insisted there was nothing else he could do. This dismissive attitude is unacceptable. What could he have done? There are countless actions the service manager could have taken to mitigate the situation and alleviate my frustration. Instead, I was met with indifference and hollow apologies. Here are 20 things he could have done, to make me less upset and mitigate the situation: Provide immediate compensation. Offer a loaner vehicle. Waive service fees. Expedite the repair process. Provide regular updates on the repair status. Ensure thorough inspection before returning the car. Offer additional services for free. Apologize sincerely and take responsibility. Arrange for a rental car. Ensure the car is returned in perfect condition. Offer a detailed explanation of what went wrong. Provide a written apology. Offer a discount on future services. Provide a complimentary car wash and detail. Offer a free oil change. Ensure the highest priority for my repair. Follow up with a phone call to check on my satisfaction. Offer a free inspection to ensure no further issues. Provide a voucher for future services. Offer a refund for the initial service.

When I called back to follow up, I was again met with "Can't do anything else" and "Can't do what you're asking." I didn't ask for anything unreasonable—just to be treated with basic human decency. I gave him two opportunities to make it right any way he wanted and he chose to stand his ground and chose to treat my time as if it holds no value. Robert Quintero you should be ashamed of yourself as a person in service industry. When I dropped off the car, I explicitly told them I was selling it and outlined my goals for the repairs. None of these goals were met, resulting in wasted time and a lost sale. Furthermore, they informed me that they don't report to Carfax, meaning the incident wouldn't be documented. This response is not reassuring—it's downright sketchy. Quintero even stated it wasn't an accident. So, was it intentional? Failures and Omissions: No footage provided. No documentation of vehicle condition upon check-in. No phone call informing me of the damage. Denied the extent of the damage. Claimed I was on the "list" to be called, despite it being past noon at pick-up time. No reporting to Carfax. No clear timeframe for shuttle pick-up. When asked for a 3 pm pick-up, I was mocked and told, "It doesn't work that way, do you want after 3 pm?" without providing a specific window or follow-up. Upon receiving the car back, the hood was misaligned, a front window panel was loose, it failed the smog check, and the same code popped up. Luis initially denied the part was damaged until I showed him the picture, prompting a call to the mechanic. The car still failed the smog check for the same issue I brought it in for originally, despite my clear instructions that it needed to pass. Now, I have to go back to the body shop and get the hood aligned properly and a window panel replaced. Lastly, I was laughed at by the smog check place for the exorbitant amount Ford charged me, noting it would have cost half the price and been an easy repair if done elsewhere. Conclusion: The lack of communication, accountability, and professionalism at Hemborg Ford is appalling. Their negligence and dismissive attitude have cost me time, money, and peace of mind. I urge everyone to think twice before shopping or seeking service at...