Mock's Ford

I brought my 2017 Ford Taurus SHO into MOCK FORD of Grants Pass, 8/10/2024, for Warranty Repairs. I was assured prior to bringing my car into their dealership that they are a certified shop and accept Grants Pass, 8/10/2024, for Warranty Repairs. I was assured prior to bringing my car into their dealership that they are a certified shop and accept the warranty that my car has. 11/7/2024, Keith Strong, the Service advisor had sent an email stating that the warranty company approved engine replacement, but they refused to do the work. After speaking with my warranty company, I was told that they had requested the following. “Good morning Keith, what is your best pricing on an engine as AGWS can ship you a used one for 2950.00 with 72k miles and a 24/24 warranty that is 6 business days out? Please advise.” MOCK FORD did not send the requested information instead replied with “We are going to ask customer to go to an independent shop for this matter. We do not do this type of engine swaps. Thanks, Keith” I was told by Keith Strong (Service advisor at MOCK FORD) “Good afternoon, We just received a response from your warranty company and they are asking us to put in a used engine with 72k miles and a 24/24 warranty from a company we don't work with. We do not do this type of engine swap and with that said, we are going to gracefully decline to continue on with this repair order. Any independent shop locally will do what they are asking for. You can pick up from Monday thru Friday 8am to 5 pm." I have requested the entire email thread from Keith Strong at MOCK FORD to see the communication that MOCK FORD had with my Warranty Company. Keith strong refused to provide a full email thread and only sent parts of the emails. After speaking with my warranty company again, I was told I would have to restart the entire claims process. To include Diagnostic fees, and another tear down of my vehicle. I am now left with a car that is not running, and unable to bring my car to another dealership due to the costs associated. Even though the Warranty company had APPROVED the FULL ENGINE REPLACEMENT at MOCK FORD. More

We have dealt with Mock Ford since 1992 when we had a 92 Ford Explorer. There’s nothing for us to complain about here! Lance has been great to work with as well as Don through several purchases I’m on fir Ford Explorer. There’s nothing for us to complain about here! Lance has been great to work with as well as Don through several purchases I’m on first name basis with several service writers. More

Awesome old school Dealership Our Salesman Don was terrific,went out of his way to see that we were happy with our choice. First time ever to have a Finance Manger just as helpful Our Salesman Don was terrific,went out of his way to see that we were happy with our choice. First time ever to have a Finance Manger just as helpful. Reminds me of the days when we purchased a vehicle on a handshake and someone word. Very refreshing. My only concern is the Service Department, in this area the Dealership slipped a bit in our opinion. We have several issues with our new Lincoln and they want to take a "Wait as See" attitude. May need to reach out to the Lincoln conciears to get the problems resolved. More

Knowledgeable, courteous, friendly and fair. Dealt with Jake. Very bright fellow. Knows his stuff. Very friendly and respectful. Got the truck I wanted for the price (after a quick negotiation) Dealt with Jake. Very bright fellow. Knows his stuff. Very friendly and respectful. Got the truck I wanted for the price (after a quick negotiation) I wanted to pay. More

Key replacement We had a lost key replaced which needed to be programmed and the oil changed on our 2005 Freestyle.. As always Mock did a quick thorough job. We had a lost key replaced which needed to be programmed and the oil changed on our 2005 Freestyle.. As always Mock did a quick thorough job. More

A recall issue was scheduled, and addressed, without any hassle! The service personnel were very curious and helpful. The repair was taken care of in one day. hassle! The service personnel were very curious and helpful. The repair was taken care of in one day. More

It judders no more! My 2014 Ford Focus developed a "judder" not to long after I purchased it. Every time I took it in to be serviced it would not display the problem to t My 2014 Ford Focus developed a "judder" not to long after I purchased it. Every time I took it in to be serviced it would not display the problem to the mechanic. About two weeks ago I received a letter stating that my warranty had been extended on my clutch, just in case I was experiencing a shudder or judder with my Focus. I took my vehicle in to Mocks Ford to have it looked at once more. This time they were able to determine the judder and they replaced my clutch for free. They did a wonderful job. My little blue lady judders no more! More

Great Service at the Quick Lube Each time I've been to the quick lube service they've gotten my vehicle serviced and me out of there as quickly as they can. I'm very happy with the Each time I've been to the quick lube service they've gotten my vehicle serviced and me out of there as quickly as they can. I'm very happy with the service I've gotten. More

Think really hard before you go here. I’m truly disappointed for this Ford dealership, I generally have my F250 worked on at the dealership because of their expertise. I expect when a mech I’m truly disappointed for this Ford dealership, I generally have my F250 worked on at the dealership because of their expertise. I expect when a mechanic finds a problem that he communicates it to the service writer, who then passes it along to me the customer allowing me to give input . This was not the case and I feel I got nickeled and dimmed by the service department . A dishonest quality in a Ford dealership. I’ve always have gotten an quote for the work to be done ahead of the work being completed. The quote has always matched up with the final bill, well not here. My original quote was 3,599.79 and when it was all said and done it was 3,889.00 a difference of 289.21. However that’s not all, the day before the mechanic suggested a chemical clean out for my intake system, however by the pictures attached it didn’t work to well. Actually it didn’t work at all, wasted money at the suggestion of the mechanic. So for this process and the diagnosis of the truck it ended up being another 520.00 dollars. When I picked up my truck I was informed of the partial blockage of the intake. This is something they should have called me about, I most likely would have told them to clean it up. However the service writer informed me that this has potential to cause damage to my truck. So I hope it doesn’t come down to that. Lastly the final comment about this situation, I’m from out of town and I certainly feel I was taken because of that fact. They had me over a barrel. I came to this dealership because of the reviews, I sorely disappointed with this service department. I’m certain without a doubt I’ll never use this dealership again. I’ll be sure to pass on my complaint to the Ford Motor Company, I believe they would like to know how their loyal customers and are treated at a dealership. More

Poor Customer Service in Service Department I have been coming here for years, plus my family comes here and we have bought a few cars from this dealership. Owner is wonderful as are the cars sa I have been coming here for years, plus my family comes here and we have bought a few cars from this dealership. Owner is wonderful as are the cars salesmen. However what is wrong with the Service Department? I went in for an oil change, waited well over an hour, only to spot my car parked and appeared to be done...yet nobody came to inform me my vehicle was finished. I had to go the service department only to find nobody there and other customers who were waiting for someone to be there...Finally a worker shows and starts helping, plus another worker but still not the girl who originally took my order in. She was short and rude when taking my car in and nowhere to be found when I came back to the Service department. Yes I got helped and had to order a part from their parts department, which is fine, I go over there he tells me its in stock and go schedule an appointment with service. I head back to service to find the girl who originally took my car in, so I went up to her, no apologies for not informing about my car getting done, had a very rude expression on her face, told me she will have to order the part and will call me when its in to schedule an appointment...so I am not sure if maybe I did something to offend her or if because I am a different nationality is why she treated me differently than other customers. I am very disappointed and considering a different dealership to handle my service issues. More