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August 2023 by Patricia S.
I absolutely DO NOT Recommend this place at all! Service department is HORRIBLE!! Bobbie needs to go! She only cares about upselling rather than fixing the issue that you came in for. Customer service girls that answer phones are rude AF!
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August 2023 by Natalie W.
My mother (disabled on a fixed income mind you) bought a vehicle from here. BEWARE!! Put $12,000 down for a used vehicle with engine issues. Then they refused to fix it and didn't offer a rental with warranty. Compassion and empathy are both dead in this country and state!! That's no way to do business. You would think you want loyal customers to come back but that alright I will get her help one way or another.
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May 2023 by James E.
I own a 2021 Ford F350 and noticed that the remote control mirrors sometimes will not unfold completely. I also have received notification from Ford about a safety recall on the automatic tailgate release and windshield wiper arm recall. I live near Tomball Ford so I called and made an appointment to have these issues addressed. I was told the dealership would need the vehicle for a couple of days. I dropped my truck off on Monday morning and a few days later I was told that the windshield wiper arms had been replaced but that Ford would not address the automatic tailgate release recall unless the tailgate actually opened on its own. I asked what if this happens while the truck is being driven and if damage is caused and was told that if that happened, Ford would handle the repairs. If that is how they handle the issue, which Ford notified me about, why issue the notification at all?With regard to the mirror issue, I told the service advisor, whose name I think was Robert, that the left side mirror most often malfunctions. I received a message from him advising me that the technician found the mirror defective and another mirror would be ordered on Tuesday, May 9th. Om Wednesday, May 10th, Robert told me the mirror would be there that afternoon. Later that same afternoon, Robert notified me that there was a delay in receiving the mirror but it would be there the next morning, Thursday, May 11th. Later that day, I was told the the mirror had been delivered and should be installed that afternoon. I checked on whether the mirror had been installed and was told that the right mirror was now also malfunctioning and had been ordered. Told vehicle should be ready Friday morning, May 12th. I called the next morning and was told that the left mirror had not been installed since there was damage to the mirror. I had my wife drive me to the dealership and was shown there was slight paint transfer and a tiny crack in the plastic on the mirror. I told Robert that since the right mirror was showing the same malfunction as the left, would it be logical to assume that it was caused by a defect in the mirror function and not as a result of a scratch on the exterior of the mirror. I asked to talk to his manager, and he basically told me the same thing. That if they warrantied the mirror and shipped the mirror back, Ford would charge the dealership for the mirror since there was damage to it. I asked to be shown the vehicle and indeed there was cosmetic damage to the mirror. The paint transfer came off with nail polish remover and the crack was barely visible. I was told that Ford would not warranty the mirror if there was any damage to the mirror. I asked if they felt this damage caused the malfunction and was told they didn't know but Ford's policy would be followed. The Service Manager, I think his name was Bill, said he would contact Ford and appeal the policy. I also asked why the damage was not noticed when I dropped the vehicle off and why, 4 days later, I was told that Ford would not warranty the malfunctioning mirror. Robert told me it was not his job to inspect the mirrors for damage. Indeed, when I dropped the vehicle off, I did not see anyone walk around the truck and take photos of it. Robert told me he had photographs of the damage, but did not tell me when the photos were taken. In any event, I waited until Thursday for a call about the appeal and finally called the dealership and found that the Service Manager was off that week. I was told I would be connected to another manger. After waiting several minutes, I was connected to Gene Reilly, the Shop Manager. He told me the same thing that Bill and Robert told me about Ford's policy. He also told me that the decision not to warranty the malfunctioning mirror was left up to him. He said it was his job to follow Ford's policy. I told him that if the right mirror, which showed no damage was malfunctioning and was warrantied, would it not be logical that the left mirror had the same operation malfunction. He said he was sorry but Ford would not warranty any p
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May 2023 by M S.
My engine light has been off and on since May 2022. Finally diagnosed as a malfunctioning power control module which is an apparent known issue in 2010 4.6 liter engines after exhausting other avenues through a performance shop mechanic. It was necessary for me to have Ford utilize their IDS software to program the repaired PCM unit. The mechanic's name is not on the invoice and that person has my sincere thanks and gratitude. If I can drive a month without a dash light illuminating; I will be completely satisfied.I have a negative view of Ford Corporate for deciding to no longer update Sync 3 and no more navigational map updates are offered.
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February 2023 by Paul L.
I took my 2020 Ford fusion in for a check engine light for the O2 sensor, and after two days of it sitting there because they said they were too busy to change the sensor. I do not recommend this dealership the employees act like some sort of royalty.
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October 2022 by R L.
The service person Bobbi did not display good customer service. She mentioned she was a mood matcher that is not true. Poor communication, she made a mistake on pricing as it did not make her happy towards the customer..I found her to be very unprofessional and somewhat disrectful. Would not recommend using thier service department representative Bobbi.
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October 2022 by Morgan H.
Snippy and rude. Not helpful. Treat you sweet when they want you to buy the vehicle and pressure you to write a good review then after that you become a steaming pile of garbage to them.
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August 2022 by Karron B.
In 2019, I took my car, which was on a year old, to them because I was in the area and my brakes were making all kind of noise. They told me nothing was wrong with them. 2 days later I took it to the dealership where I bought the car and they had to replace the brake pad, and rotors. Dealership where I purchased the car said they was a factory defect. Earlier this week my 2018 Fusion was taken there by a mechanic friend. My car's engine starting misfiring with no warnings or notifications that there was an issue. Mechanic ran codes and said needed a spark plug and coil in cylinder 2. Called Tomball Ford about taking my car there because it turns out it cylinder 2 was completely damaged. Car needs knew engine(mind you there is a Ford issue with the 1.5L engines in Fusion made from Mexico(where my car came from) Campaign # 21N12 which states issue starts in cylinder 2. Tech tells me that the piston rings have failed and causing low engine compression and misfire says it is NOT covered under recall due to no coolant intrusion. I respond back about Campaign # 21N12. Tech acknowledges that it is in cylinder 2 then tells but cause of failure is piston rings not the valve cover. Note: I know valve cover DOES NOT have anything to do with the coolant intrusion. Then comes back and says talking with management and then goes to tell me that he wants to tear the engine apart for $1900.00 to make sure that is the issue and I will have to pay for that and also if he decides it is not Ford's defect that I will also have to pay over 8400.. for a new engine. Keep in mind that my Ford app never ever gave any indication that there was an issue with cylinder 2 nor any other notification of an engine issue at all. My Fusion is now on the way back to my mechanic friend's place and I am calling Ford Corporation about Tomball Ford and about my car. Also I am not the only person they have tried to scam. They tried that mess with my neighbor and an elderly lady I know about her mustang saying it needing a new transmission when all it needed was a flushing.
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August 2021 by Paul W.
Where to start. We purchased a new Expedition from Tomball Ford a couple years ago. The very first summer we had it, the AC went out, in the desert of Arizona, of course. We brought it in after suffering without AC all the way back home. Eventually, they claimed to have found the issue, they filled it with freon and everything seemed ok. Fast forward to this summer and it did it on another road trip, this time in Southern Florida. We suffered, with our kids, all the way back to Houston. We were told it would be a week to fix it again and still all under warranty. I expect dealerships to take awhile, but that's not where the issue arose.When we asked for the rental vehicle promised to us in our Ford Advantage plan, we were told there were no loaners available and rental cars cost too much right now. The agreement I have doesn't state I get a rental if it's convenient for the dealership. Later on a phone call it was pointed out that I didn't pay for the Advantage plan, but it was given to me by the dealership. This is technically true, but it was given to me so I would use Ford's financing, as opposed to my bank's. Not that it matters, if it was given to me or not, this was supposed to be an agreement between the dealership and myself, if they won't honor that then I will take my business elsewhere. Not only does this dealership not honor their agreements, they apparently also have issues fixing a problem the first time. I will also not be purchasing my new vehicle from Tomball Dodge, as it's under the same ownership.
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July 2021 by Xtina R.
Disgusting. Dealership and general manager should be shamed of themselves. Tomball Ford's general manager wouldn't talk with Davis on camera but he told her it is an unfortunate incident but the dealership is absolutely not at fault.click2houston.com/news/i…
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October 2020 by roger drum
I paid and ordered my part at the counter at 7:30 this morning. Was told by a joe it would be at his store by 10:00-10:30 and he’d call me. I called around 10:30 to see if by chance it showed up early and was put on a brief hold by Angel. 17 minutes later I hung up and called back and got Joe. I told hmm I got put on hold for 17 minutes and he didn’t even offer an apology. He only said he missed a call from the dealer he was getting my part from just to be told it missed the truck. He knows I am dead in the water and just trying to go to work and this is my work truck. Doesn’t seem to care and just horrible customer service. I wont be using this parts store again. I just want to go to work,
