Group 1 Ford of Rivertown

I rarely leave negative reviews, but my experience with Rivertown Ford has been extremely disappointing. I purchased a 2022 BMW 430i Gran Coupe remotely from this dealership while living in Orlando, FL. Rivertown Ford has been extremely disappointing. I purchased a 2022 BMW 430i Gran Coupe remotely from this dealership while living in Orlando, FL. Garrett, my salesperson, was outstanding throughout the sales process—professional, knowledgeable, and responsive. Unfortunately, my experience after the sale was very different. The vehicle arrived with a defective passenger seat despite receiving an inspection report stating everything was functioning properly. Following the dealership’s instructions, I took the vehicle to BMW for diagnosis. After BMW explained the repair and spoke directly with the dealership, I was told Rivertown Ford would cover the repair if the warranty did not. Weeks later, after the parts arrived, I was told the dealership would no longer honor that commitment. When I tried to discuss the situation with management, I felt my concerns were dismissed, and I was told to “do whatever you want” and that legal would handle the matter. I also experienced significant delays with my registration and temporary tag. The replacement temporary tag was mailed to the wrong address, leaving me unable to legally drive my vehicle and forcing me to incur additional transportation expenses. I have submitted a formal complaint to Group 1 Automotive with supporting documentation and am still seeking a fair resolution. I hope the company reviews this matter and improves how post-sale customer concerns are handled. More

My 76-year-old father recently purchased a truck from this dealership, and our experience has been extremely disappointing. Before purchasing the truck, we were told that the vehicle came with a **30- this dealership, and our experience has been extremely disappointing. Before purchasing the truck, we were told that the vehicle came with a **30-day/1,000-mile warranty**. We specifically relied on that representation when deciding to move forward with the purchase. The dealership also informed us that the truck needed a repair, which they said they would complete the following Monday. They provided my father with a loaner vehicle over the weekend and later told us the repair had been completed. Based on those assurances and the promised warranty, my father signed the paperwork. Unfortunately, just two days after taking the truck home, it began experiencing problems again. We immediately contacted the dealership, expecting the warranty they had promised to cover the issue. Instead, we were met with little to no assistance. I called multiple times on my father's behalf and left messages requesting a return call. My father even drove back to the dealership in person, but he felt completely dismissed. The only person throughout this experience who treated us with kindness and respect was Wanda, the salesperson. She was professional and courteous, and I appreciate how she treated my father. To determine what was wrong with the truck, we took it to Fort Nissan for a diagnostic inspection. They identified several issues, including two failed sensors that were necessary for the truck to operate safely. The estimated repair cost for those sensors alone was approximately $900. We provided the dealership's General Manager, LT Gulley, with a copy of the diagnostic report. His response was that he would not cover the repairs because, in his words, "I have done all I'm gonna do. We fixed the initial part and that's it." What was even more frustrating is that despite multiple phone calls and emails, Mr. Gulley never returned my calls or responded to my requests for a copy of the warranty terms or an explanation of what was actually covered. Since I was not present for the entire paperwork process, my elderly father trusted that the warranty information would be included in his purchase documents. We later discovered that what we believed we had been promised was not reflected in the paperwork we received. My biggest concern is how my elderly father was treated once the sale was complete. Customer service should not end the moment the paperwork is signed. We expected honesty, clear communication, and accountability, especially after relying on the dealership's verbal promises. If you are considering purchasing a vehicle from this dealership, I encourage you to carefully review every document before signing, request copies of any warranty in writing, and do not rely solely on verbal assurances. Based on our experience, I cannot recommend doing business here, and I hope other families—especially those with elderly loved ones—exercise extreme caution. Didn't want to provide a star rating but had to in order to comment. More

Excellent service and attention to detail. They made me feel like family. The service agent Lacey and Antonio exhibited vast knowledge of their profession which put me at ease. Lacey was very They made me feel like family. The service agent Lacey and Antonio exhibited vast knowledge of their profession which put me at ease. Lacey was very courteous and genuine. More

Service Advisor Cerstin was very polite and thorough in explaining what services and recalls my vehicle needed. explaining what services and recalls my vehicle needed. More

Friendly talk the deal the way I wanted and didnt pressure me and help me out figured some thing about vehicle. Thanks Eric and Frank pressure me and help me out figured some thing about vehicle. Thanks Eric and Frank More

All good. Had The Works service on 2025 Bronco Sport. Service employee was very good. Had The Works service on 2025 Bronco Sport. Service employee was very good. More

Wow, what can I say but: talk about going the extra mile and committing to doing things right! My case is one that is far from the norm. Due to forces well outside of this Service Center's control, my veh and committing to doing things right! My case is one that is far from the norm. Due to forces well outside of this Service Center's control, my vehicle was with them for over three months. The purchase of my vehicle through Carvana came with an extended warranty and ultimately needed a transmission. Please keep in mind that this was not a Ford product; instead, a third party program that ended up being a giant headache. I made the decision, even knowing that my deductible would be larger, to initiate my warranty claim through the Group 1 Service Department instead of wherever the warranty company suggested because of prior positive dealings with this team. The efforts by the dealership on my behalf were lead by Brittney Lawson and backed up by a team of great folks. Despite constant coaxing by Brittney to the warranty servicer to accept Group 1's repair suggestions and expertise, they kept pushing back with what seems like corner cutting measures. They insisted upon sending a used, but said to be repaired, transmission from some other part supplier party. It turns out that the transmission sent was bad in some way. Group 1 required that they send another but it too had issues. If my count is right, and it was hard to follow all of the steps taken in total, this dealership had to pull transmissions 4 times! They could have thrown in the towel and said they no longer wanted to be a part of it, but they didn't. At one point there was pressure from the warranty company to release the truck back to me, thinking that putting more miles on it would make the problem go away. Group 1 could have done that also, hoping to wash their hands of this mess, but they didn't! See, the vehicle repairs were simply not complete in their eye. Nothing was up to their standard yet, a point that was made clear to me and the warranty servicer. So Brittney and the rest of the fine team there continued to fight for me. They were set on returning the vehicle to me with the same level of satisfaction had I been a regular cash paying guest to their Service Department. Ultimately, they were able to do so. Brittney set up communications with all of the right people and finally got authorization to do exactly what was requested in the first place; they brought in a Ford part and fixed the truck. A huge thanks to this team to make it happen! I'm not the type of guy who visits a dealership often. I'm capable of doing my own oil changes and most any repair. In all honesty, I've been skeptical of dealerships in the past. Maybe some of you reading this tale are in the same boat. But I can tell you for certain that I trust these guys, and that trust has been built through several instances over my past two trucks. They have gone the extra mile each and every time and it really seems like this is simply the norm; it's the way they do business. Go see Brittney over there, go see anyone, and get the job done right! Thank you all! More