We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

New Car Dealers

Rockwall Ford
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:01/31/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought several extended packages with my F250 on June 01, 2024 at Rockwall Ford. One of the packages was a prepaid service agreement. It cost $5110 for 10yrs or ******* miles coverage. I got one oil change completed October 26, 2024 with mileage at 8200 miles (or so). I traded my truck to *********** two days later and it was paid off. I filed the 6th of November 2024, for reimbursement of the prorated amount. They informed me that since I had one claim for the oil change, I am not entitled to any refund for the prepaid service. I have applied several times. Sent in every document I have and still their response is the same.

    Customer Answer

    Date: 01/31/2025

    My complaint IS NOT with ***********. They took my trade. My complaint is with Group 1 automotive located in *******. I bought the extended service through Rockwall Ford. I have no complaints with ***********.

    Thank you,
    ***** *******
    Sent from my iPhone

    Business Response

    Date: 02/17/2025

    We have reached out to the customer and are assisting him in cancelling the products that he purchased on the F250.  

  • Initial Complaint

    Date:05/20/2024

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I sold a vehicle to Rockwall Ford on 5/4/2024. I was advised that I would receive payment via Zelle within 1 to 2 business days, which I have yet to receive. I have contacted both *************** at Rockwall Ford multiple times in the following 14 days in an attempt to resolve the issue. I was first told that the paperwork was filed incorrectly and had to be redone by the dealership. Then I was told that I did not opt in via a text message that I never received. Then I was told that I did not sign a document correctly, when I signed exactly where they advised me to. On 5/18/2024, I was advised that a check was issued on 5/10/2024 but that it has not been delivered from the office in ****** that issues it. I was promised by ****** at that time that it would be personally delivered to my home today, 5/20/2024, after being picked up by a driver from his dealership. I have received no contact from ****** today pertaining to this issue. ****** also verified to me on 5/18/2024 that the dealership had already resold the vehicle which they have failed to pay me for.

    Customer Answer

    Date: 05/21/2024

    This issue has been resolved. Payment was delivered at approximately 8:00 pm on Monday, 5/20/2024. While a satisfactory resolution has occurred, this has been the single most unprofessional business interaction that I can recall. At no point did anyone within Rockwall Ford attempt to take any responsibility, and instead repeatedly blamed their mistakes on my family and I who followed their every request and instruction to the letter. 

  • Initial Complaint

    Date:09/26/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a 2016 **** edge from them late May 2023 . I was told the car pass 160 point inspection and it had nothing major wrong with the car. I also bought an extended warranty. First day I got vehicle home it was leaking oil. I took it back the fixed it on the ***************** When I picked the car up 3 weeks later I got it home it was leaking oil again . Took it back got another report from them that they said it was leaking from another spot also it needed a front end alignment and a new tire on the driver side. I tell them this is a lemon yall trying to sell me this oil leak is major I dont want that car . They told me I bought it its my car. Im the mean time I had to pay the car note on a car that I could not drive and had been in they shop since i bought it. I was paying friends for rides to get to work and missing work cause they had the car. Since June I eventually had to go purchase me another car But then find out the **************** refuse to fix it because they said that thes issue was pre existing. Now in sept I went up there because the finance company is looking for payment and I refuse to pay another payment for a car that I have not had in my possession and I cant drive or get fixed under the warranty that they sold me . 2. I went in there with a check from navy federal for ****** and they wrote my loan up with *********. They are trying to make me buy a lemon. In the begging the finance company said all they had to do was rewind the sale they didnt want to do that they wanted to keep the money. I talked to everyone in that office trying to come up with a resolution back in June/ July now in September under a new manager he said he could trade the car out . Or I have to come get the car and have it fixed some where else on my dime at this point I have another car and Im not interested in doing any business with them and everybody I talked to was rude .this is 4 months later .when they talked about traded out I was gonna be upside down and and to eat the difference out of my pocket costing me more money and still no warranty

    Business Response

    Date: 01/05/2024

    We are disappointed that after several attempts to resolve the issue for this customer they have reported us to the ********************.  We tried to repair the customers vehicle when she initially reported the problem to us.  We attempted to trade her out of the vehicle and showed her a way to complete that swap and she refused.  We authorized a second repair on the vehicle after she refused to trade, and she refused that offer.  She cancelled her extended service contract which would have covered any further issues she was having with the vehicle and that left all the expense to repair on her shoulders.  I really am not sure what we could do in this situation and I believe that Rockwall Ford acted in good faith trying to resolve this matter.  

  • Initial Complaint

    Date:06/30/2023

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    54 days ago I left my vehicle with Rockwall Ford as a trade in with the understanding that it would be paid off. They never paid it off and the loan has now incurred late fees and additional interest. They have claimed they will pay it off but have yet to complete the payment. Emails and voicemails are now going unanswered when I attempt to communicate with Rockwall Ford.

    Customer Answer

    Date: 09/07/2023

    Business eventually paid the loan off as well as the added interest and late fees. They did however cease communication when I called or emailed daily for pay off updates. Communication was lacking even though they did the right thing in the end and paid the balance.

Rockwall Ford is BBB Accredited.

BBB accredited business seal

This business has committed to upholding the BBB Standards for Trust.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.