Schaumburg Ford

This dealership was great from start to finish. Very much a “home” feel. Nick the sales consultant and Alex the finance manager made a big moment that much more special. a “home” feel. Nick the sales consultant and Alex the finance manager made a big moment that much more special. More

Zach, Thank you for the good price and service.Next time Zach, Thank you for the good price and service. Next time my yellow mustang breaks down, please fix it with good service and good price. Zach, Thank you for the good price and service. Next time my yellow mustang breaks down, please fix it with good service and good price. More

I was lucky to get Lori Devega as my Sales Advisor, she was very clear in explaining the service my Ford Escape needed; she was always available when I called to get updates. She’s very kind and friendly. was very clear in explaining the service my Ford Escape needed; she was always available when I called to get updates. She’s very kind and friendly. She’s very good at her job and is an asset to be in the frontline of your Service Department. More

Let’s start this story off with my udder disappointment with Ford itself along with Bob Rohrman. I was headed to work on a Sunday inbound on the Jane Adams at 4:30am when my 2018 Ford Escape began to viole with Ford itself along with Bob Rohrman. I was headed to work on a Sunday inbound on the Jane Adams at 4:30am when my 2018 Ford Escape began to violently shake, Check Engine lights flashing, and the vehicle lost acceleration. I pulled over and called my tow company to pick up my Ford. Not being remotely close to home I found the closest Ford dealer being Bob Rohrman Schaumburg Ford. The tow truck dropped my car at the service department which was closed on a Sunday morning. I arrived at work and quickly went online and scheduled an appointment for the next morning which had open slots available. I picked 9:00am and hoped for the best. Monday morning came along and I have not received a phone call that my car was even received let alone looked at. Finally, at 2pm I phoned the service Department and I was advised by Evans who was polite, they only had 2 mechanics available and they were swamped (confused seeing all the available scheduled appointment slots that were available online. If this wasn’t the case, then why does their schedule not match the one for availability online). I was told no one was able to look at my car and I will be called by 7pm that night the latest. Well 7pm came and went with no phone call and now the service department was closed. Tuesday the service department opens at 7am. I gave them until 10am and called back. At 10am I was told by Evans (who by the way was the only service tech who didn’t talk to you like you’re an idiot) that someone will look at it today and I will be called back by 1pm. The car has now been sitting there for 48 hours and not one eyeball has even looked at it yet (don’t forget I scheduled an online appointment for 9am on Monday the day before). Well as history proves 1pm came and went I gave them 2 more hours and called back at 3pm. When the service tech who was not Evans answered very short with me I was told “yea we looked at it and the parts are ordered” Wait a minute? What is wrong with the car? I was then told the car has “a known VIN specific issue where the coolant leaks into the engine mixing with the oil, and in a sense the whole block needs to be replaced”. That’s it no further info! So now I have a vehicle with a blown motor due to a known Ford problem that was never recalled, no pre-warning given by Ford, not to mention the fact I have now been waiting almost 3 days to have someone look at the car, then not only to have Bob Rohrman look at it, diagnose it, move it back outside, come in order the parts, and still not call the vehicle owner to advise or update them? Am I missing something. First off let’s leave the known Ford issue out of this. Is customer service dead in this world? How about courtesy? Let alone the attitude of the service tech where it felt like an inconvenience asking him about my car. Luckily this was covered under my “powertrain warranty” Thank god for that because the tech made it seem if I didn’t have that left, that the cost would now be on me. Funny for a known Ford issue. So we are now on day 3 with no car. I am being told the parts will take 2 weeks to come in, now I am left with no vehicle. So how dare I ask him the next question “Okay so is there a loaner available?” Without skipping a beat, I was told “No we don’t have any” “call your extended warranty company they should cover it!” Wait a minute fella? You’re now telling me I have a known Ford problem being fixed and cost covered by Ford and my Powertrain warranty and you want me to call my extended warranty company to start a claim for a rental because you have no loaners available? “Yes they should cover it” Well not going to lie I’m not doing that. I will wait until one becomes available. I hung up with this tech and texted Evans who actually provided me his personal cell number the day prior. Evans advised he would work on it and contact me the next day. Day4 3pm Evans texted me and told me he had a vehicle available. So I caught a ride to Bob Rohrman and saw Evan. He handed off the keys after taking my info, reminded me the parts will be in in 2 weeks. I asked him what exactly is being ordered? And he was able to pull up a laundry list of parts and said pretty much the whole engine! You will get a new engine. I thanked him for being courteous seeing that the other techs in that department seem to forget what that is and I left. Once I arrived at home I knew I would be in this vehicle for 2 weeks and the car obviously looks like it has never been cleaned so I decided to sanitize the vehicle due to Covid and the vehicle being obviously dirty. Well I’m happy I did seeing that I not only found used napkins, food wrappers in the center console, but also used masks scattered about. I also came across an old dirty sandal under the front seat. Not so clean and sanitary during a national pandemic. Now I was originally told parts would be in, in two weeks. Out of Bob Rorhman’s control I understand and in 2 weeks the parts were in. I finally received a voicemail about that from a 3rd tech. One week later my car was finished. 1 month from start to finish. The car has a new motor which drive noticeably rougher, and now my MPG’s went from 28mpg average to 21mpg. This whole experience is something I do not wish on anyone. First off to Ford! If you have a known issue, do something about it! I can’t imagine an 80-year-old stuck on the highway because his car brand knows about an issue that will happen and doesn’t fix it, recall it, or notify its owners about until it breaks. If it’s a “known VIN Specific issue” then that makes it that much easier to handle. To Bob Rorhman’s! Customer service is everything. If you are swamped, short on mechanics, and cannot catch up! Be honest “excuse me Sir just so you know here’s what’s going on, we apologize for the inconvenience, but we will get to as soon as we can, and WE WILL follow up with a phone call” these are just some examples that can change the outcome of someone’s experience with a situation. Attitude on the phone, customers being updated about information, and consistency of the company makes all the difference. It’s the little things that makes people come back or wanting to come back. I understand we are in hard, and trying times. I understand the world is trying to play catch up. But being talked down to, and left waiting with no updates or callbacks, the feeling of helplessness when someone’s only mode of transportation to a job is taken away with no reassurance of a time frame, or a loner, let alone a clean one during a national pandemic is not acceptable. I will not be returning to Bob Rohrman’s Ford in the future. I have purchased 2 Fords thru Zimmerman in St. Charles and now 1 at Hawk Ford of St. Charles and the customer service and quality has been absolutely superb. Even in the service department where they keep you informed and update with all that is going on with your vehicle while it is in their care. “The customer experience is the next competitive battleground.” More

Good service. Car is a little expensive but management is friendly and professional. This is my first Ford. So will see how service department working here. Thank you friendly and professional. This is my first Ford. So will see how service department working here. Thank you More

This was a very very pleasant experience. Not like the average dealership. Fast, courteous, very nice staff. Very helpful. I would recommend to everyone. Thanks average dealership. Fast, courteous, very nice staff. Very helpful. I would recommend to everyone. Thanks More

Excellent customer service in the service dept., my service advisor kept me informed of All the details of work performed, also Kept me up to date on the safety recall repairs service advisor kept me informed of All the details of work performed, also Kept me up to date on the safety recall repairs More

Service department from start to finish was professional. Communication was good during the process. No extras or surprises. The stellar customer service was appreciated. Thanks Communication was good during the process. No extras or surprises. The stellar customer service was appreciated. Thanks More

Service was smooth and finished quickly. Service people were friendly and knowledgeable. They diagnosed car in the bay without even opening the hood right away. were friendly and knowledgeable. They diagnosed car in the bay without even opening the hood right away. More

Zach was very helpful and I would highly recommend him to anyone needing service on their cars. Will be going to him going forward for any service I need. anyone needing service on their cars. Will be going to him going forward for any service I need. More