Rivertown Ford

I drove my vehicle to Rivertown Ford on Monday, April 25, 2022. When I arrived at the dealership, I asked that the technician run a diagnostic test on my vehicle due to the check engine light being on and th 2022. When I arrived at the dealership, I asked that the technician run a diagnostic test on my vehicle due to the check engine light being on and the car shifting gears strangely. They stated that I leave the vehicle with them so they could run the proper test. Later that day I received an email with the results from the diagnostic test that stated other issues with the car (brake pads, oil change, brake light replacement, etc) but it did not include the check engine light results. I received a text message from the technician (Mike McCain) that stated that the transmission would have to be removed and that it would cost $1320.08 without including any parts or labor and it would cost another $1320.08 to be put it back in. We declined that work online and explained that we would pick up the car on Tuesday, April 26, 2022 around 6pm and we would pay for the diagnostic test that was performed ($170.05). This test only included pin point tests and checking external components. The technician replied okay and I thought there would be no issue. On Tuesday, April 26, 2022, I received a phone call from Mike McCain stating that one of the mechanics removed the transmission cover and found that the clutch actuator lever was jammed in and fell out of place. He stated that the car was no longer drivable. This caused some confusion due to me not authorizing any further work other than a diagnostic test. This is when Mike McCain informed me that I should reach out to Ford Customer Service and open a case with them for the issues because he found that in 2019 my car had clutch work done with the same dealership before I purchased the vehicle in. I have reached out to them multiple times with no response or communication. I have also reached out to the dealership multiple times with no communication in return. My father has attempted to reach out to the GM and has yet to get a response. We have received no other options. I have contacted the BBB for further assistance due to no communication from the dealership or Ford Customer Service. More

Service Center is professional, friendly, helpful and keeps you posted on your automobile being serviced keeps you posted on your automobile being serviced More

Service department need to not leave vehicle dirty after servicing. This has happen too many times and I am sick of it. servicing. This has happen too many times and I am sick of it. More

Tom in the Service is the very best! His professionalism, customer service and genuine concern for providing the best for you is truly outstanding! His professionalism, customer service and genuine concern for providing the best for you is truly outstanding! More

Got my Service Van in and out quickly and kept me up to date on the progress date on the progress More

Great place to buy a car or truck, and get it serviced. Dependable, knowledgeable staff! Dependable, knowledgeable staff! More

This service department is average at best. They advertise a 10% military discount yet they turn around and charge one a shop fees of over $37.00 to take all of it back plus a little extra. M They advertise a 10% military discount yet they turn around and charge one a shop fees of over $37.00 to take all of it back plus a little extra. My advisor told me it would be $170. fee to inspect the vehicle. I told her my uncle who works for Ford in Tennessee told me it was the brake light switch that had my vehicle sometimes stuck in park. I wanted to just buy the part and labor. Yet she stated that if I did that, the part would not be covered for it’s 2 years warranty. Please just stop lying to the customers and be honest because I will not buy another Ford from Rivertown again. They don’t appreciate loyal customers… Also please consider putting a box under your night dropbox to catch the keys inside of the envelope because they fall in-line with your first bay drive thur. I already have one of my truck keys damaged from using your night Dropbox because I see a car car/ truck can drive over the keys because your envelopes float once dropped in the slot. More

Great service department and service advisor, Kenny Cook. Completed service satisfactorily and in a timely manner. Completed service satisfactorily and in a timely manner. More

Did what was asked. Kept me informed of what was needed and not needed. Did not try to perform service I didn’t need. Kept me informed of what was needed and not needed. Did not try to perform service I didn’t need. More

I told Kenny with the service center that if I could give him a 6 star review, I would. He is the type of employee that keeps me going back to the dealership for my maintenance rather than exploring other op him a 6 star review, I would. He is the type of employee that keeps me going back to the dealership for my maintenance rather than exploring other options. He’s upfront and honest about my vehicle, but also extremely personable when it comes to small talk and making you feel like an old friend. I hope to work with him more in the future as I continue to have my truck serviced! More