Rockwall Ford

Rockwall Ford responded

Thank you for your kind words for Mark! We thank you for your business and look forward to your next visit!

Rockwall Ford responded

Thank you for your kind words! We thank you for your business and look forward to your next visit!

Rockwall Ford responded

I apologize for your service experience. Can you please contact me so I can make this right? I cannot find your name in our database, I would love to hear back from you at jhicks@rockwallford.com. Jeffrey Hicks General Manager

TiredofBS responded

10/20/21 Mr. Jeffrey Hicks: This is another indicator of the inefficiencies in your computer system, tracking and continuity of service as you advise you are unable to locate my name in your database. I purchased a 2018 Ford Escape, VIN 1FMCU0GD4JUD07493, 3-year 75,000-mile Ford Maintenance Plan, ResistAll NG2 Cal-Tex Paint & Fabric Protective Coating, Kahu GPS Theft Protection Program and Ford Premium Care Plan & Certification . . . on 01/15/2021, I brought the above described vehicle in for my first service on 05/26/21 to Service Advisor, Mark Callaway. I was advised my service plan was NOT current or in the system. Callaway waived this and advised I should go by the sales manager’s office in the front to speak with them to ensure correction. I did and the person who does that was out but would correct it and send me the updated-corrected copy and a copy of my service sheet for the oil change etc of that date. After no return call, contact, or email the following day, I called and was reassured that they were investigating the problem and a correction was in progress. I never received confirmation or copies as stated and promised. On 10/13/21, I went online to enter the Rockwall Ford Service Appointment criteria and thought it accepted my information. When I called the Service Department on 10/14/21, they advised they had no record of my appointment at 10 a.m., Friday, 10/15/21. However, they entered my related info for the allotted-requested appointment time. I called back to confirm that I had an active Maintenance Plan with Grady in Finance-Sales. He pulled up my sales info from the purchase date of 01/15/2021 and immediately noticed the problem in the plan was the Plan Expiration Date was on 08/21/2021 . . .instead of the correct date of 08/21/2024. He related this would have to be corrected through Ford Motor Finance the following day and possibly reissued to make the correction. I was instructed to come by Finance-Sales before my service appointment at 10 a.m., Friday, 10/15/21 and advise them of the situation for correction. Grady advised he would leave adequate explanation for the necessary correction and instructed me to ask for “Rick” once I arrived. I explained I was there on 05/26/2021 presented with the same problem that was supposed to have been resolved then. Grady apologized and assured me it would be corrected. I arrived around 9:15 a.m. on Friday morning, 10/15/2021 to Finance-Sales identifying myself with my folder of documents, title, contracts, and related paperwork to advise I had spoken with Grady the day before about the continuing problem with an ineffective Maintenance Plan due to the incorrect date entry. I explained that I was instructed to speak with. . . “Rick.” Sales Manager Richard “Rick” Chew seated behind a counter advised he was aware of the situation and spoke with his superior located behind a mirrored glass out of view. This individual spoke asking if this was a “Certified” vehicle, date of purchase, maintenance plan dates etc. Chew asked for the title and entered the appropriate information-VIN and confirmed the incorrect date and mileage of coverage. He asked that I have a seat out front until they could resolve this. I advised him it was nearing 10 a.m. my scheduled appointment for service. Chew advised to go ahead to the Service Department and explain they were making the corrections and if there were problems have them call him. I drove to the Service Department and was immediately approached by a very friendly, helpful Service Advisor, Gary Wells. I advised I had a 10 a.m. appointment for service including an oil change, tire rotation, etc according to my Maintenance Plan. I explained that Richard Chew in Finance-Sales was in the process of correcting my “skewed” effective dates on my Maintenance Plan. Wells explained that he could continue with the appointment but it would not be covered by the plan and I would have to pay for the service and be reimbursed later. I refused that idea and he asked that I reschedule the service. Then, to be accommodating and helpful, he advised that he would waive the fee and complete the service as planned. I mentioned that my horn was defective and if sounded, was so faint that I could barely hear it inside the car which was a problem since the date of purchase. After over an hour, Wells advised that the Maintenance Plan had been corrected-updated per Richard Chew and he was updating his service ticket to reflect that. Some 20-30 minutes later Richard Chew called to advise that the corrections had been noted and completed. He advised he was emailing me a copy and a hard copy was available at the front if I wanted to drop by for a copy. I thanked him and advised I would stop by for a copy. The corrections were handwritten and reflected 6-years or 72-months, 75,000-miles or 5 each total oil changes etc at 7,500 mile service intervals . . .at a purchased price of $631, or ($126 per each service date). Registered 10/15/21 RC-Richard Chew. There was a box marked PMP-Premium Maintenance Plan, 12-months/12,000 miles in the third-section down on the page that confused me. He took the original copy and gave me a hand-corrected copy back with changes from 36 months to 72 months, mileage—36,000 to 75,000, plan expires 08/21/2021 to 08/21/2024, mileage 75,000. The purchase shows Auby Gill Henson as the owner as listed on my Texas driver’s license. I go by Gill Henson. The horn remains barely within normal hearing range, would not pass inspection and still needs correcting as it is obviously defective. Hoping to resolve this and get some answers. Contacts include. . . 214-223-4184 ghenson51@aol.com Respectfully, Gill Henson 209 Darrin Drive Rockwall, TX 75087-2237

Rockwall Ford responded

Thank you, Bianca, for your kind words! We thank you for your business and look forward to your next visit!

Rockwall Ford responded

Thank you for your kind words! We thank you for your business and look forward to your next visit!

Rockwall Ford responded

I apologize for your shopping experience with us. Can you please contact me so I can make this right? I cannot find your name in our database, I would love to hear back from you at jhicks@rockwallford.com. Jeffrey Hicks General Manager

Rockwall Ford responded

Thank you for informing me about your situation. Please know that we are looking into your concerns, Eugene Clark the Service Manager will be reaching out to you to soon to assist. If there is anything I can do in the meantime please reach out to me.

Rockwall Ford responded

Thank you for your kind words! We thank you for your business and look forward to your next visit!

Rockwall Ford responded

Thank you for your kind words! We thank you for your business and look forward to your next visit!

Rockwall Ford responded

Thank you, Chelle, for your kind words for Carl! We thank you for your business and look forward to your next visit!