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January 2024 by Frederick G.
Would give this place of zero if I could went for parts on will call student line for almost 7 minutes before I went and asked a guy about them. The place is crawling with ants for workers couldn't help me proceed to tell me me he would help me when he could
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December 2023 by Graham S.
I regret to express my extreme dissatisfaction with the service department at Rockwall Ford and Kris Wade (service dept manager) due to an absolutely unacceptable incident that occurred during my recent visit. My vehicle, which I entrusted to your service department for a routine oil change, unfortunately encountered a severe issue under your care. Despite the assurance of professional service, I was shocked to discover that my vehicle's oil pan was damaged during the service. What is even more disappointing is the complete lack of accountability exhibited by Kris Wade and your service team. Instead of acknowledging the damage and taking responsibility for the mishap, I was met with a dismissive attitude and a refusal to accept any fault. The attempt to absolve themselves from the situation is not only unprofessional but also deeply frustrating. Moreover, I was appalled to find that I was left solely responsible for covering the expenses incurred due to the oil pan damage. This is an unjust burden to bear, considering the damage occurred under the care of your service department. The inability to complete a simple oil change should be terrifying for new customers. This experience has not only caused financial strain but has also shattered my trust in the reliability and integrity of Rockwall Ford as a whole, and their service department. I expected better treatment and accountability for mishaps that occur under your care. I strongly urge your management to reevaluate the service practices and instill a sense of accountability and responsibility within your team. I also expect prompt action to rectify this situation, including reimbursement for the expenses related to the oil pan damage. In conclusion, my experience at your service department has been nothing short of disappointing, and I am deeply dissatisfied with the lack of professionalism and accountability exhibited by your team.
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December 2023 by Orlando Larios
Worst experience ever. Went to buy a set of wheels for a F-250. Before I headed that way I was assured and had someone from parts department confirm that they do have the center caps. After arriving there they lost the center caps and didn’t even make an attempt to locate the original center caps or discount a replacement off the cost off the wheels. Made a 1hr 30 minute round trip drive for nothing and not including the time I wasted there. Very bad experience.
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October 2023 by David Park
They are slow and it sad for how busy they are you would think they would put a Xpress line in
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September 2023 by Eric D.
Was a lifelong customer, was being the key word! Horrible service these days and NEVER work with James!!!! I took my truck in for a knocking I could feel in the steering wheel when driving over bumps. I was randomly assigned James as a service advisor. First red flag was he didn't really listen to what I was explaining the problem to be. He was more concerned about repeatedly telling about all the fees there would be if they found something and I held off on the repair. After several days of hearing nothing, no follow up, zero communication from James. I had to call to find out what was going on. I was told of a repair that was under recall, I said sure. Five minutes later a call saying sorry, no recall it's $1077.00. Couple days more no contact, had to call to find truck is ready. Driving home same knocking.....nothing was fixed! I Returned truck when I got back in town to have that issue looked at. I also asked for an oil change and asked to look at A/C, it was not blowing as hard as usual. Again James!! All excited about the fees if I didn't ok the work. I made a comment about feeling ripped off and he did not take that well. He said the mechanics work off commission and they needed to eat. Really???? I've never heard of that. Sounds like a way to breed dishonesty. I left truck on a Monday morning and never had an update. Went in person to check on Friday and James hadn't even turned in my paperwork. He tried to say they were busy but I physically watched him pull it from the bottom of a box under his workstation. I was assured he would call with update soon. A few hours later he called to say I needed a new $1080.00 blower motor and they had tightened some front end bolts. After pondering it for a few hours I called back declined the service. I was told oil change was done. Online bill showed oil change, $150.00 diagnostic fee for A/C and $85.00 fee for tightened bolts!!!! Went following Monday a whole week after initially dropping truck off to pick it up. I test drove it and same knocking, even mechanic felt it but said he would have to do more inspecting. I was done, I just wanted my truck. While getting ready to check out I looked and noticed my old oil filter was still on the truck meaning no service had been done! Jamie had no explanation. He did zero out the bill which SHOULD HAVE been done and I was on my way. One last note, I read and realized my A/C problem could be from a dirty cabin air filter. I replaced it myself for $45.00 and A/C now works perfectly!!! Had I not followed my gut I would have spent over a $1000.00 for nothing. I don't know what has transpired in the last year, but this simply is not the same place it used to be. Very disappointing as I have left them good reviews in the past and even bought a vehicle from them.
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September 2023 by Kathleen H.
Had a great experience with Ford Service and my service rep Juan. Juan kept me up to date and work was finished in 2 days
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August 2023 by Paul H.
It has been over 10 days, and I haven't gotten any response or check in the mail for the $1400.00. Why have you the owner not responded to me about my concern. Just content the Ford dealership in melrose Park. Il they all the detail about the car
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August 2023 by Damien R.
Why cant y'all return an email or a phone call? I've left plenty of emails and voicemails. It's been 2 weeks and you still haven't paid off my trade in. I've emailed and called finance and the general manager. And your Facebook page has seen both my messages and hasn't responded. I write "would not recommend" on your Facebook and you immediately respond with "we are looking into it" yet still not call. Im losing interest money and have two auto loans and all I want is a call back explaining the situation. UPDATE- So y'all sold me a service warranty package saying it would "cover all my service needs". I said i didn't live near your dealership so he confirmed I could take it to any ford. I'm at Tomes Ford and it'll only cover an oil change but at my mileage on an 80k raptor it doesn't cover rotation at the bare minimum and they've never heard of the other warranty you sold so I how no idea how or where to use it. Y'all are legit some scam artists. I wouldn't suggest anyone purchase a vehicle from you
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August 2023 by Bryada O.
Simply called about getting a price quote for a key to be made for my mustang and I was transferred to the mechanics who had me on hold for over 45 minutes!! Absolutely unacceptable for ONE simple question
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July 2023 by Shellz S.
I recently had my transmission replaced here at Ford . So far my truck is riding smoother than when I 1st purchased her! I want to say thank you to Jamie at the service desk for being patient with me and understanding my problem. Jamie was not only helpful but he displayed a level of customer service reserved for Royalty!! He deserves a bonus!! I want to thank Bianca for as well for her customer service skills. Very polite and patient as well and was able an willing to go the extra mile to succeed my needs. Thank you Bianca. I want to thank the transmission tech for working on my vehicle under pressure to get my vehicle back up and running... Because of you I was able to continuously serve my clientele and meet deadlines. I know it's a lot of miscommunication and people playing telephone but I'm entirely grateful and impressed you got my vehicle up in running before schedule!
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April 2023 by Tanner V.
I had a great experience with my trade in thanks to the help provided by Nichole. She was very transparent, knowledgeable and even stayed late after hours to make sure I left happy and with a new vehicle!
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March 2023 by Stef S.
I had been working with an adviser over phone and email about a 2019 Toyota Tundra 1794 addition. I even spoke to Rio this morning and this afternoon about coming out there. I take the time to drive my 1.5 hours away! Drove all the way out there and well you guessed it, the truck I had just talked to them about is on hold and sold to someone "just a few minutes ago". It was very inconsiderate of them. They have no regards for someone's time.
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March 2023 by Kathy T.
The whole process was seamless & easy. Matthew Hubbs & Marc Moser we're great to work with. Matthew pointed out the windshield had a star crack & with the Blue Certified made it a point it would be replaced. We left with a full tank of gas! My best car buying experience ever! Be sure to watch their website for deals!
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February 2023 by Taylor M.
never dealt with a dealership like this in my life. I've got a great job make good money have great credit... lowballed me on my trade in so I ask to knock 4k off a 70k + vehicle and nothing to make it an even 70k I'll finance the whole thing and I get the no haggle excuse that every dealer is using nowadays...(don't beleave that, the price is always negotiable) I was told only if you're a repeat customer, they will knock 200 off. been trying to speak to the used car sales manager... impossible. called phone just rings rings repeats and rings rings. loans approved, make just under 10k a month, 780 credit score.... if you don't want to sell the vehicle just say so. they were goingunder freeze warning a few days ago but shops back open and ring ring
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February 2023 by Melvin Colindres
I seldom do negative reviews as much as I could. But this one boils down to a simple accessory hardware. How could they provide good service on a big ticket item like your car if they could not even help you with a simple screw or washer ??? Yes, i could easily get that on a hardware, but why would I, if it was "supposed" to be included on my order. I was so lucky enough that i did not order my new truck to them !
