Rockwall Ford

Came in, without an appointment, with the intent to get a replacement battery that had gone bad, within the 3 year / 30,000-mile bumper-to-bumper warranty. Keith, in the Service Department, had the battery replacement battery that had gone bad, within the 3 year / 30,000-mile bumper-to-bumper warranty. Keith, in the Service Department, had the battery tested, confirmed it had a bad cell, and replaced it. Service was quick and courteous. Very pleased that the warranty was honored without any hassles. The Ford Fusion was bought at this dealership, and the sale and service have been exceptional. More

They scheduled my service appointment in the time frame that I wanted. The service rep told me about how long it would take to service my car and it came out right on time. Everyone I talked to was very that I wanted. The service rep told me about how long it would take to service my car and it came out right on time. Everyone I talked to was very friendly. More

* Customer communication is terrible.* Service * Customer communication is terrible. * Service Advisor’s lack of product knowledge * Disappointing service/repair experience * Price gouging * Customer communication is terrible. * Service Advisor’s lack of product knowledge * Disappointing service/repair experience * Price gouging for service and repairs I've used Rockwall Ford several times since 2015 and with every experience in the last 3+ years getting worst every visit and I have given them many opportunities to make any visit right the first time without the hassle out of loyalty to the Ford brand but my experiences at Rockwall Ford this time was the worst yet and very disappointment and “the final straw that broke the Camel’s back”. The recent experience I got this time, was that I needed them more than they needed me to be a satisfied customer so I'll either accept what they say or they are happy to let me walk away. No emphasis on customer support, satisfaction, loyalty and I was treated as if I didn’t have a clue so whatever they say should be accepted as gospel, apparently, they never heard of the “Internet”, a place where everyday people can go to research and learn. Today’s consumer is well informed and will not be taken advantage of no longer. Some of the stuff I've seen and heard this visit defies explanation. I feel sorry for those consumers that do not know better that have been taken advantage of either thru failed training, workmanship or being price gouged. I was sent a text message to leave a review of my recent Rockwall Ford Service visit. We moved to Rockwall in 2015 from South Louisiana but have visited my Wife's family up here for the last 20+ years prior and Rockwall Ford was my go to place when we were up here for scheduled Service & Maintenance. Now, we permanently moved up here April 2015 when I retired after 47 years in the Heavy Commercial and Industrial Mechanical HVAC Systems profession as a HVAC Mechanical Systems Specialist. From April 2015 Rockwall Ford Service became our only go to resource for our Ford vehicles, over the years as owner/management changed we received compromised services and over charge pricing got worst and now it is the worst it ever has been, from Service Advisor turn over to price gouging, that is unfortunate, it is so logistically convenient (3.5 miles from our residence) for our vehicle needs but that bridge is now burnt with this last Service Repair fiasco of my Wife’s 2009 Ford Edge Limited. I had been dealing with Hub City Ford (One owner established in 1943, a fourth generation family owned) dealership in Lafayette, LA since 1967 with my first Ford vehicle after High School and have dealt with them since and still deal with them today when I would travel down to South Louisiana to visit family because of the trust and relationship establish. I had received a prompt to phone call in 2019 from one of Rockwall Ford Sales Rep offering me a Ford ESP Extended Warranty Plan, the Rockwall Ford Sales Rep quoted me a price to extend my existing Ford ESP Warranty Plan at an outrageous price, I contacted my go to guys at Hub City Ford in Lafayette, LA and received a quote for the same additional Ford ESP Extended Warranty Plan of 36 Months / 24,000 Miles on my 2013 Ford F-150 Platinum 4x4 for $1,085.00 less than Rockwall Ford quoted me, on my next trip down to South Louisiana I stopped in at Hub City Ford and walked out with a extended coverage. My Wife’s 2009 Ford Edge Limited was brought in to address a electrical problem, the Service Advisor Anthony Moses and others had diagnosis a failed Alternator then the fiasco started. After a few exchanges with Mr. Moses I asked for the Service Manager to get involved. Flat Rate Pricing came in the form of text IM messaging that def deletes when responded to, which sucks, after a visit to the Service Department to speak with Mr. Moses about excessive pricing and replacement part availability, during that discussing I was told pricing would cost plus 25%, I was send a email after leaving with a revised price requiring my approval that I responded to Mr. Moses amd Mr. Mays. I made another trip to the Dealership to speak to Mr. Moses who was not in so I spoke to the Service Manager who assured me everything would made right and would be fair. I am definitely not faulting Rockwall Ford’s Service Manager Buddy Mays, in fact, it was not until I request that the Service Manager get involved several days later after my Wife’s vehicle sat on the lot waiting on parts, when the Service Manager did get involved to reverse the fiasco that evolved due to Rockwall Ford Service policies and a could care less Service Advisor that facilitated the fiasco from the get-go that prolonged repairs to a 10 day turn around after the face to face meeting with all parties involved until we were able to verify the work performed and pick-up the Wife’s 2009 Edge after being brought in for electrical system issue (Alternator Failure) and repairs. But being gouged on labor charges with a almost $800.00 labor charge for a estimated 2.5 man/hour task according the the OEM’s service manual is the last straw. The final “Invoice” did not reflect component “Flat Rate Pricing” but labor, parts and misc. charges Inv. 547680. The going labor rate at local area Dealerships for a mechanic is +/- $170.00 per hour, apparently Rockwall Ford’s mechanic rate is $311.80 x 2.5 m/h task equaling $779.50 to remove failed and install new OEM alternator, replace OEM main accessories serpentine belt (removed), replace OEM power steering stretchy v-belt (removed) and remove old and install new OEM belt tensioner (Invoice #: 547680) Parts were priced in line with other area Dealerships and Ford/Motorcraft Part providers.   In South Louisiana area Dealership Service Department’s have a job title of “Service Writer” not “Service Advisor” for a reason, when a Customer comes in with an issue a “Service Ticket” is generated then it is reviewed by a Mechanic Shop Foreman who then assigns the task to a Qualified Service Technician, following the repair the assigned Shop Foreman inspects and test drives the vehicle before informing the Service Writer the vehicle is ready for the Customer to be contacted and task performed are reviewed with Customer then Customer is escorted to the Cashier Window and vehicle released to Customer as complete.   All of the Quicklane (Rockwall Ford Service Has No Quicklane) customer have separate Service Writers that assign those type task to a Technician of lesser skill set as not to tie up the more qualified Technicians to do oil changes, rotate or replace tires and perform the 99 Multi-Point Inspection Report that is reviewed with the Customer by the Service Writer prior to receiving payment at the Cashier's Window and the Customer drives off feeling He or She has received value for every dollar spent at Hub City Ford.   The major conglomerate that Group 1 Automotive is and does not empower its regional operation management personnel to use real time case by case discretion for customer satisfaction has issues. As I commented when we met that day "If I failed to exceed my Customer's expectations I failed my profession and my Employer”, my employers of the past have always empowered management and every field service technician to "Do whatever it took for Customer Satisfaction”, when we stood in front of that Customer that will be paying that "Billing Invoice" was the same as the President of the Company stand there taking accountability and implementing what every corrective action was required to have a “Satisfied Customer” based on loyalty for their repeat business. I know and understand the impact that COVID has had on the available work force and a lot of positions are being filled with warm bodies. I still speak with my former Employer and Co-Workers in South Louisiana often and still provide advice when asked on how to deal with my old Customer base, every Employer is going through the same frustration, between COVID infections and the political environment in the Country today, it is a challenge.   Whatever decisions I make are normally based on fact, I'm analytical by nature, in my profession we dealt with specifics, no guessing and no unnecessary part changing but this last decision was based on getting my Wife's vehicle back on the road as soon as possible, my Wife's safety and Her vehicle’s reliability are of the utmost importance. I also mentioned in that meeting “That there is no know medication available today that can fix stupid.   * Rockwall Ford Service Advisors are the "First Line Representation" of Rockwall Ford Service’s image and every Service employee needs to be reminded that today with access to the Internet has made the “Consumer” smarter then the Advisor think’s they are but the Consumer can also sense the Advisor’s attitude and lack of interest, I asked myself am I dealing with a truly dedicated Professional or just another Warm Body with a title.   PS: My go to guys at Hub City Ford asked me after discussing my experience with Him, "Do You Miss Us Now ?”, funny, but I had to answer "YES !!!!!” I wanted to give them an opportunity to hear what I had to say but I think they really just don't care. The only one that showed sincere commitment to “Customer Satisfaction” was the Service Manager Mr. Buddy Mays who did everything in His power to make this fiasco right. Hard life lesson !!!!! More

Excellent service from beginning to the end, I highly recommend anyone to work with Kris Wade. recommend anyone to work with Kris Wade. More

Service rep was very helpful and informative let me know how many oil changes remained how many oil changes remained More

The salesperson was easy to work with. He was knowledgeable about my product interest. I felt no pressure or rushed to make any decision. His knowledge and patience aided in my decision to make knowledgeable about my product interest. I felt no pressure or rushed to make any decision. His knowledge and patience aided in my decision to make purchase at Rockwall Ford. More

Always a great job at this dealership and friendly Always a great job at this dealership and friendly people to help you with the process Always a great job at this dealership and friendly people to help you with the process More

Good customer service just missed giving me cash discount at 1st buy discussion for cash sale only cash sale for vehicle at 1st buy discussion for cash sale only cash sale for vehicle More

The experience with your dealership was outstanding. .Customer service was excellent and very helpful. Really like the truck and appreciate Matt Langham assistance in getting it. .Customer service was excellent and very helpful. Really like the truck and appreciate Matt Langham assistance in getting it. More

Does a great oil change. Would be nice if they would wash the cars outside the cars outside More