Casa Ford Service Center 5815 Montana Avenue, El Paso, TX 79925

"Jose Borunda at the CASA FORD service center sets a standard for customer service. His attentive and friendly approach puts customers at ease, ensuring a pleasant experience. Jose goes above and beyond to address concerns, offering knowledgeable advice and timely solutions. His exceptional service earns my highest recommendation. THANK YOU -EN"

"I don’t like leaving reviews, especially bad ones, but in this case I think it’s more than fair and people should be aware of what they’re getting into when going to this dealership. I also had to heavily edit it to get it into one review. It’s a whole Saga and the full review will be on yelp and everywhere else I can put it The very brief version is- we bought a car from Casa Ford a year ago, having researched and wanting a reliable family car we found a 2014 ford escape with way less than 100K miles at casa ford. We brought up transmission issues we found while researching this model year and the salesman Robert, actually told us Ford Proper figured out it was a shift solenoid and the part was ordered and it would be repaired, and that he even felt it “slipping” during our test drive. Th backup camera was also malfunctioning-either a black screen with “contact your dealership” or an upside down picture. We purchased the car with the understanding that both the transmission and the backup camera parts were ordered and repairs would be made to mitigate issues and fix the camera. From the get go we have had nothing but problems, including delivery of the vehicle not being on time twice. Getting a flat tire with in the first weekish of having it, only to find the spare that came with the car was also flat and rotten which left us stranded for hours on the highway, it was like pulling teeth to even get them to replace the spare and we were out the cost of new tires on a car we literally just bought. So much for that 172 point safety inspection. The parts we were expecting for the transmission and camera were back ordered, and we called every few weeks and asked when we took the car for oil changes and always got the same story “back ordered” for a year, which I don’t believe, getting stranded on the side of the highway again with transmission problems that we were promised would be mitigated, only to find out the parts we were expecting were never actually ordered and magically the backup camera parts were in two hours before I called to complain. Imagine that- a year after we’ve been asking and I’m stranded on the side of the road with the exact problem we were promised would be avoided and *poof* parts are here! Except not the parts we need, or the ones we expected because Casa Ford got motor mounts instead. Because “your husband said he wanted new motor mounts” that’s so stupid it doesn’t even make sense, especially since my husband is a mechanic and our biggest concern WAS THE TRANSMISSION! Car salesman are known for being slimey and Casa Ford is no exception. I kept getting those automated messages from Casa asking “Are you or anyone you know interested in getting a new car?” And a few weeks ago I responded to to stupid robot after seeing the message and looking at my black backup camera screen with “I’m interested in getting the backup camera I’ve been waiting a year on fixed!” And of course I got no response. This salesman, Robert, even though he was the one that said Ford had a fix, felt issues during the test drive, and swore up and down it wouldn’t be an issue tried to use my frustrated response to their robot as some sort of admission that the transmission wasn’t an issue!!! So if you didn’t know, they can see and respond to those automated messages but if you have a legitimate problem THEY’LL JUST IGNORE YOU AND TRY TO TWIST YOUR WORDS AND FRUSTRATION! So here we are now, stranded between duty stations, we trailered the car (a whole debacle in itself, due to the not-quite 172 point inspection again and missing eye bolts) took it to a dealer close to us and… $7K TO REPLACE THE WHOLE TRANSMISSION for a car we paid $15k for ALL IN ONE YEAR OF DEALING WITH CASA FORD. I am wholly expecting some sort of rectifying efforts on their part but until that happens I HIGHLY RECOMMEND YOU GO LITERALLY ANYWHERE ELSE!"

"Had my fleet van towed there after a bad experience with Viva telling me nothing was wrong with the vehicle. They properly diagnosed the issue and it turned into a full transmission rebuild under ford warranty. They listened to my description of how the vehicle was behaving and they addressed every single issue. When I picked it up they provided a very thorough and professional writeup of everything they found and repaired. A+ service, I'll be taking my van here from now on"

"Took my truck in because the engine light was on for a fuel sensor. It was also in need of the service at 80k miles, so $3.1 K later for new brakes, new catalytic converter, new spark plugs and some other stuff and two days later it was ready. Everyone was polite and professional and my Rep Sergio kept me informed via texts. Only complaint was on the front end of the process- I booked an appt online, I show up and they tell me that process is unreliable but I should get a call right away to schedule something, I did get a call but it was 3 days later. I would recommend fixing that disconnect because more and more customers prefer digital communication. But overall it was a good experience and I will be back."

"It took 14 days for repairs, it took me calling our warranty company for them to kind of understand. Our warranty has $120 rental coverage but that did not stop them from charging us the full amount for the rental. On top of that Mr. Borunda wanted to charge us a deductible that did not exist and he took credit for paying the rental vehicle which is connected with them. So for a $279.57 rental the received our $279.57 plus $120 from our warranty. They should really pay close attention to what they do, it’s very unprofessional and everything that was good about CASA is gone. It doesn’t feel like it use to 20 years ago. Last time we buy from them and last time we use their service department. I rather pay more and get the proper treatment and help that we PAY for."