Capitol Ford — Local services in San Jose

I recently had a great experience purchasing a 2018 Ford Certified Used Expedition at Capitol Ford. I found the vehicle on the web a mere three business days earlier and although the listing was too new for photos to be available, the dealership provided a wealth of information, e.g., Auto Check, and window sticker, that allowed me to scrutinize every feature and ultimately conclude that it was exactly what I wanted. I also surmised that this vehicle would sell quickly because it has several features that are impossible to find in used offerings for this model. Therefore I immediately contacted the dealership on-line and received a price quote from Donavan Jones---which was identical to the listing price. A few correspondences later I made a test drive appointment. In the interim, I used the wealth of data available on-line to estimate the full cost of the transaction, then decided how I wanted to make the purchase, and finally obtained pre-approval for a loan from a local credit union that I concluded offered the best deal.

When I arrived for my appointment, I was greeted by a staff that was friendly, courteous, and professional despite it being a very busy post-holiday day. Dino accompanied me on the test drive and thoroughly answered several technical questions that I had. The drive went well and the vehicle met all of my expectations. Upon return, Dino let slip that many people were interested in the vehicle---and validated my hypothesis. At the time I interpreted it to be an observation rather than a pressure tactic; I later learned that pressure tactics are discouraged at this dealership. Whatever the case, it really didn't matter to me because I essentially made my decision to purchase before I stepped onto the lot and I arrived fully prepared to do so.

The actual purchase process took about 2.5 hours. I didn't mind the wait at all because I recognized that there was a lot of paper to push and it basically went smoothly. I was actually surprised that the whole process from test drive to having the keys in my hand could be accomplished in a few hours. This was facilitated by the dealership's participation in the CUDL program---they even found a loan with a comparable term but better rate.

I was also presented with a lot of warranty and vehicle protection offerings. These are tough calls because one must weigh the uncertain factors of long-term component reliability versus their potential cost to repair or replace. For strictly mechanical components, long-term reliability is fairly well established and the odds of actually using a warranty are low. Unfortunately, today's vehicles are becoming more like aircraft--notwithstanding Ford's aluminum bodies--in that they employ a myriad of electronic sensors and sub-systems that are less robust than mechanical components and ultimately more difficult to repair. Consequently I opted for more warranty and protections than I would have twenty years ago. In my opinion, the dealership could improve the experience by listing and explaining these options, their costs, and providing examples of how one could benefit from them and thus make informed choices.

All in all, I felt that the entire purchase experience was professional and fair. Given that the vehicle that I wanted was in high demand, there was no point to haggling. Moreover, the asking price was clearly fair based on my survey of the market and third-party scoring.

Lastly, while I had really good luck in this whole endeavor, I greatly appreciate that my evident preparation was recognized and that it contributed to getting me to the front of the line.

I wouldn't hesitate to make another purchase from this dealership in the future. Although it could be very far in the future because I tend to keep my vehicles for many years---I arrived in a truck that I have been driving for 26 years and the thought of parting with it is anathema. Hopefully my new ride will have comparable longevity and bring me...

I brought my vehicle to Capital Ford because the transmission — which this dealership had already replaced twice — was leaking again after just 9 months. I drove two hours to this location as I was told they had six technicians who specialize in hybrid transmissions and that they would be able to get to it faster than other locations, quoting me a two-day diagnostic turnaround. However, once I arrived, I was told something completely different — that they might have my car for up to a month and wouldn’t even be able to diagnose it for at least a week and that the repair might not be covered. I expected this to be a straightforward process since the repair should be covered under Ford’s 12-month/12,000-mile warranty, but instead I was met with conflicting and inaccurate information.

Disclosure: I would be lying if I stated I was calm, cool, and collected during this entire interaction. All patience and understanding went out the door when I was told multiple different answers to the same questions on the same day within the same hour. .*

After checking in, I asked to speak with the service manager to get clarity. Service manager stated the repair I came in for would not be covered because it was supposedly paid out of pocket by the previous owners. Moments later, he changed his story and admitted Ford had paid for the repair — but still refused to confirm warranty coverage. I ended up calling Ford Customer Relations back from the waiting area, and again they confirmed the transmission should be covered.

For the record, there is no relationship between warranty coverage and the owner of the vehicle — the warranty applies to the part/repair itself.*

All I wanted was a straight answer: is the transmission itself covered? Instead, the service manager went in circles, saying he wouldn’t know until a $299.99 diagnostic was performed, and made it sound like I’d be responsible if they determined it was “something else.” Not only is this misleading, it also showed a lack of understanding of Ford’s own warranty policies.

To make matters worse, the service manager dismissed my concerns by saying my 2014 vehicle was “old” and that a car this old doesn’t have or come with a warranty. That excuse doesn’t hold up when the transmission itself is less than a year old. Warranties cover the repair and part regardless of the vehicle’s age. He even went so far as to gaslight me by suggesting that “something could have happened” between December 2024 and now — within only 10,000 miles — to cause the issue. That’s just ridiculous. If a transmission has to be replaced twice at the same dealership and is already leaking again, that points to questionable workmanship, not the age of the car or the driver.

At the end of our conversation, the service manager even said that “Ford Customer Relations will say anything to get the customer off the phone.” Even if that were true, it is completely unprofessional and immature to dismiss the company’s own corporate support team just because I questioned the validity of what he was telling me.

I ended up leaving and going to another Ford dealership closer to home, where the staff were professional, respectful, and immediately followed the correct process.

I’m sure this dealership will respond and try to disagree with my review, but the facts speak for themselves: a transmission replaced twice here, with the most recent one failing after only 9 months, should be enough to make anyone think twice....

Great place to buy and service your Ford. (1 year ago)

Update: 06/11/2019

The service at this dealership has gone way down. Let me start by first saying that I just picked up my Shelby GT350 after taking it in to have the AC looked at for intermittent issues, TSB services (bumper re-alignment), regular maintenance (oil change), strange front end clunk at low speed, and the Auto Butler service. I dropped it off on a Monday. 8 days later I was told to pick up the car. 8 DAYS LATER! In between that time "Chuck" would not update me about the car unless I texted him. For me, keeping a car longer than 3 days requires DAILY status and I couldn't get that even when I requested it. The day I pick up my car (earlier today) I do the walk around to make sure everything is ok. The bumper fix looked ok, but I pop the trunk and the inside trim is in disarray. I show it to "Chuck" and he walks off and disappears. I have to talk to Sarah in his place. As I look further at my car there is bird dropping baked in stains on my hood (clearly baked into clear coat) and I point this out to them - I GARAGE MY CAR. I have never had a stain like that in the paint. I let them know how I feel, and all they can do is just say the worst things back to me instead of saying sorry and showing any sympathy. "Chuck" especially makes it worse. I am forced to take my car home and come back for the follow up service. As I drive off in the 105 degree heat the AC issue I told them to look at rears it's head and I end up driving home with no AC. When I get home there is a burning smell coming from my engine area. WOW. My worst night mare about this dealership has come true. Last time I brought my car in they damaged the front bumper. Sure they fixed it but it seems Everytime I bring in my car for service they either damage it or take way too long to service it. And it's not just on this vehicle but another Ford I own. I tried to keep positive about this place and getting my Ford serviced here but now I can't just smile and hope anymore. I think people need to know what will happen when they drop off their car here. Heck, I gave this place a great review back in 2013 when I bought the first of many cars there, and I used to talk the dealership up and tell my friends and car clubs I am members of. Now I will tell them the truth and let them know to look elsewhere. 6 years later I can't tell you anything positive about this dealership anymore. Anyone I used to know in the service department that cared about your car doesn't work there anymore. Now I have to go through more hassle and time lost from my vehicle - it's not over yet. Still have my follow up visit so they can fix what they damaged and/or made...