Capitol Ford

Crystal Green

4 months ago · ★ 1

My experience with Capital Ford has been extremely disappointing. When I purchased my vehicle, everyone was friendly, helpful, and eager to earn my business. I also purchased an extended warranty because I believed it would provide peace of mind if issues arose. Unfortunately, now that I need assistance, I am being treated completely differently. My vehicle is currently at another repair facility, and I was advised to contact Capital Ford to see if they could help or provide guidance regarding the warranty. Instead of receiving customer support, I was met with dismissive attitudes and a complete lack of concern. One representative incorrectly stated that I had owned the vehicle for over a year, which is not accurate, and another employee hung up on me during the conversation. No effort was made to understand my situation or provide any meaningful assistance. I understand that not every repair will be covered and that dealerships must follow warranty guidelines. However, there is a huge difference between explaining a policy and treating a customer with disrespect. I wasn’t asking for special treatment, I was simply asking for help and information regarding a vehicle and warranty purchased through your dealership. The true test of customer service is not how customers are treated when they’re buying a car; it’s how they’re treated when they need support after the sale. Based on my experience, I would not purchase another vehicle or warranty from Capital Ford, and I cannot recommend them to others.

Marru Tiburcio

3 months ago · ★ 5

I recently sold one of my vehicles to Capitol Ford, and the entire experience was excellent thanks to Terra. She guided us through the whole process, helped us get a strong offer, and was incredibly kind the entire time. We felt completely comfortable and never once pressured to purchase anything. The transaction was smooth and surprisingly quick! Terra is awesome!!! Capitol Ford is truly lucky to have such a kind, approachable, and helpful team member. Highly recommend!

John Nisperos

a month ago · ★ 5

⭐⭐⭐⭐⭐ Outstanding Service at Capitol Ford! This was my first visit to Capitol Ford. I came in for a quick oil change on my 6G Bronco, and Tony, the service advisor, recommended checking for a recall involving the engine wiring harness. Thankfully, he did — they found the wiring open and exposed, potentially creating a serious problem. Tony and the mechanic personally brought me into the shop, showed me the damage, and explained exactly why it needed to be repaired immediately. Even though I live several cities away and had weekend plans, they immediately put my Bronco back on the jacks and completed the recall repair. I'll admit I was frustrated and gave them some attitude, but Tony and the mechanic remained calm, patient, and professional the entire time. They never lost their composure and continued treating me with respect. They also took me in earlier than my appointment time and went far beyond what I expected. They could have simply performed the oil change and sent me on my way, but instead they caught a potentially serious issue and made sure it was fixed. This experience completely changed my perception of Ford service. It made me feel that Ford truly stands behind its products and takes care of its customers. Tony and the mechanic far exceeded my expectations and earned my respect and future business. This is easily the BEST experience I've ever had at a service department. Thank you, Tony and the mechanic, for taking care of me — even when I wasn't making it easy. You guys are a credit to Capitol Ford. ⭐⭐⭐⭐⭐

Andrew Helvie

a month ago · ★ 1

As soon as you walk off the lot after purchasing your vehicle, you become invisible to this dealership. Bought a Bronco Sport from them in June. Prior to leaving the dealership, we noticed that the second key fob wasn't working. Jessica, the salesperson, said to change the battery and it would be fine. When that didn't work, I was told to bring the car back when their "key guy" was there. Turns out he's only there for short windows on Tuesdays and Fridays -- not exactly convenient especially for those of us that work regular hours and don't live right in San Jose. This is the point at which Jessica stopped responding. I was able to get in touch with another salesman we worked with -- he said the dealership had the contact of a "mobile key guy" that would meet me in the East Bay and even gave me a contact number. Mobile Key Guy was happy to help, but needed Capitol to generate a Due Bill for him. Upon requesting this from both salespeople, I started to get stonewalled and ignored again. Tried raising it to the level of sales manager but got nowhere. Been happy with the car and Ford's quality thus far, but I'd recommend going elsewhere to buy it.

Ezekiel Sung

2 weeks ago · ★ 1

**1 star overall. 5 stars for Dale and negative 10 stars for Basir John.** Dale was amazing. He was honest, patient, caring and never pushy. He answered every question we had, showed us everything we asked to see and followed up with us throughout the process. We genuinely enjoyed working with him, and he deserves five stars. Then we had to deal with Basir John, who completely destroyed the experience. His behavior was aggressive, disrespectful and unbelievably unprofessional. He tried to scare and pressure us into purchasing an additional maintenance or warranty plan. The moment we declined, his attitude changed. He became rude, defensive and visibly angry that we would not give him more money. Instead of respectfully accepting our answer, he kept throwing out ridiculous scare tactics like, **“HOW ARE YOU GOING TO PAY WHEN THE BATTERY GOES OUT?”** When we explained that this was an EV and questioned the maintenance he was trying to sell, he continued arguing and making claims about EVs that we believed were misleading. Then it became, **“BUT WHAT ABOUT THE WIRES? WHAT ARE YOU GOING TO DO THEN?”** as though trying to frighten and intimidate us was somehow an acceptable sales strategy. The entire interaction felt scummy, predatory and dishonest. It did not feel like he was trying to help us understand the product. It felt like he was intentionally trying to scare us into buying something we had already clearly declined. Even more absurdly, he spoke so negatively about Ford’s vehicles and their reliability that he basically made it sound like Ford builds horrible cars that are guaranteed to fall apart. Why is someone who apparently has so little confidence in Ford working in the finance department of a Ford dealership? We had literally just purchased the vehicle, and he immediately tried to make us feel terrified and stupid for not buying his add on. Basir John was the sole reason we wanted to leave the dealership. If we had not already signed the paperwork, we would have walked out because of him. He was also the sole reason Capitol Ford is receiving this one star review. Without our interaction with him, this would have been a completely positive experience and Dale would have received the five star review he deserved. At the end, Basir did not shake our hands, thank us for our business or show even the smallest amount of basic courtesy. He acted angry because his pressure tactics did not work. Basir John was easily the worst part of the entire car buying experience. His behavior was hostile, insulting and completely unacceptable. Customers should not be bullied, intimidated or treated like garbage simply because they decline an optional product. Dale deserves recognition for being excellent. Basir John alone is responsible for this negative review. I strongly warn anyone purchasing a vehicle from this dealership to avoid working with him.