Reviews

Review Details

• Review fromJessica G

  Date: 03/23/2025

  1 star
  Saw a truck online for 16895 Test drove Talked numbers & Carlos said they had it for almost 30 days so could work with me to knock off $500-$1000. Next morning I try to get in contact with him & Bruce, the initial contact salesman, no answer. I try to contact the dealership, no call back. Next day Carlos says they were off & thats why I wasnt contacted. dealership wasnt closed so someone else couldve called me. I get a price change alert that the truck went up to 21895. They say theyll honor the other price but wont negotiate it any lower now since market went up. Get an email on price change again to 16995. ANOTHER price change email that its 16,588 but couldnt negotiate price with me at all before? Run my credit, tell me theyre having issues getting it approved with the mileage but find a bank but the bank charges a high mileage fee & to make up cost they add a 3500 maintenance warranty. I call & speak to the Director of finance. Banks name? ******** Financial. How much is the fee so I know how much of a warranty yall actually need to add & whats the phone number?” Instant attitude from director of finance. Says he never gives out that info. my credit app my deal we’re trying to make & youre wanting me to sign papers not knowing all the price info? I call Westlake & speak to 2 diff reps & say they never charge a fee for high miles. Call director of finance back no answer. With the disrespect price changes & lying I decide to call Dallas Dodge who has the truck in their inventory too. They call ford & get the okay to come get it & sell to me. I get approved with no issues no high mileage fee no maintenance warranty requirement. Im coming to sign papers & pick it up. Cool we will have it gassed & ready for you. Im excited because I really want this truck. Get a call 10 mins later “we are sorry but we called ford to tell them we’re coming to get it as agreed and they say they sold it an hour ago and its first come first serve”. Jeff h**** GM won’t respond either.

• Review fromTyeice B

  Date: 06/28/2024

  1 star
  I encountered significant unprofessionalism at Rockwall Ford dealership subsequent to my purchase of a truck, as I failed to receive the corresponding truck title. My attempts to address the matter with the dealership staff were met with evasiveness and uncooperativeness. Upon requesting to speak with the manager, I was met with further resistance, as *****, the manager, exhibited an unhelpful demeanor and showed no concern in aiding me to resolve the issue. During this discussion, the receptionist interjected abruptly, urging me to contact the *** before abruptly terminating the call. Subsequent follow-up calls were met with disregard, as ***** remained apathetic towards the unprofessional conduct of the receptionist. I am compelled to escalate this disconcerting matter to the ** to address the inadequacies exhibited by the dealership staff and their treatment of patrons.

• Review fromPat S

  Date: 06/19/2024

  1 star
  Bought my vehicle from here. Have been getting service from here for the last 3 years. Went to get an oil change on my vehicle and presented the coupon they send me all the time for a full synthetic oil change. They said it didn't apply to my truck and would not honor it. They were very rude and dismissive. I finally just said get it done. Waited 2 hours plus only for them to come out and say they couldn't do my oil change because they didn't have a oil filter. Mind you I had a appointment at 7:30 am that morning only to arrive and the power was out. Had to come back later in the evening only to be treated like Garbage. The manager at the time was very rude and seemed like he enjoyed ******* off a customer. Great way to lose a customer.

• Review fromMatt M

  Date: 06/07/2024

  5 stars

  Matt M

  Date: 06/07/2024

  Everything about Rockwall Ford is great! All you have to do is be honest and upfront and they will be as well. When you go in, (you know youre going) ask for ***! He and ***** will make sure you are taken care of. I purchased my 12th vehicle from them today and never plan on going anywhere else! Such an an amazing team! MM

  Rockwall Ford

  Date: 06/08/2024

  Thanks for the comments, ****! We appreciate your business.

• Review fromGraham S

  Date: 12/23/2023

  1 star
  I regret to express my extreme dissatisfaction with the service department at Rockwall Ford and ***************** (service **** manager) due to an absolutely unacceptable incident that occurred during my recent visit.My vehicle, which I entrusted to your service department for a routine oil change, unfortunately encountered a severe issue under your care. Despite the assurance of professional service, I was shocked to discover that my vehicle's oil pan was damaged during the service. What is even more disappointing is the complete lack of accountability exhibited by ***************** and your service team. Instead of acknowledging the damage and taking responsibility for the mishap, I was met with a dismissive attitude and a refusal to accept any fault. The attempt to absolve themselves from the situation is not only unprofessional but also deeply frustrating.********, I was appalled to find that I was left solely responsible for covering the expenses incurred due to the oil pan damage. This is an unjust burden to bear, considering the damage occurred under the care of your service department. The inability to complete a simple oil change should be terrifying for new customers. This experience has not only caused financial strain but has also shattered my trust in the reliability and integrity of Rockwall Ford as a whole, and their service department. I expected better treatment and accountability for mishaps that occur under your care.I strongly urge your management to reevaluate the service practices and instill a sense of accountability and responsibility within your team. I also expect prompt action to rectify this situation, including reimbursement for the expenses related to the oil pan damage.In conclusion, my experience at your service department has been nothing short of disappointing, and I am deeply dissatisfied with the lack of professionalism and accountability exhibited by your team.

• Review fromDj J

  Date: 06/28/2023

  1 star
  I went into this business to purchase a vehicle I selected a **** edge 2016 . I was told there was no major issues with the vehicle my finance came to $22,000. The first day when I got the vehicle home. It was leaking oil in my driveway the next day I called my salesman ****** ( who has been the only one communicating with me) and told him that the vehicle was leaking oil and I needed to get it fixed, I took it back to the store for repairs. The vehicle was in the shop for a weekweek The same night after picking it up, I noticed the car was still leaking oil I reached out to the dealership to let them know that I wanted to return the car because it was already giving me issues and I couldnt get any callback from the manager and the finance department on the manager of the store. I sent emails to both of them .to say I wanted to return the car under lemon law . No response so after I picked the car up the same night it was STILL leaking oil. so the second time that is in the shop, they told me that the oil was leaking again from another spot not the same one that they supposed to have repaired before and also it was something going on with the front driver side wheel that I needed to replace the wheel All of this is within less than 3 weeks of me having the vehicle I try to tell them that I just needed to select a different car but I feel like they sold me a lemon and I have been going unanswered. No ones getting back to me to tell me anything .

• Review fromJoe B

  Date: 03/23/2023

  1 star
  I recently had a terrible experience at Rockwall Ford Service Center and I want to share my story so others don't fall into the same trap. I brought my Ford Fusion Hybrid in for a check engine light and some vibrations while driving and what was supposed to be a simple repair turned into a complete disaster.
  They told me I needed new spark plugs, which I agreed to pay $453 for. But then they said there was still a problem and I had to pay for an extra 4 hours of diagnosis, which cost me another $690. And to make things worse, they told me I needed to replace my entire engine for a massive $8,688?! I was skeptical, so I took my car to another shop and found out the only issue was a faulty ignition coil. The other shop fixed it for less than $450 and in no time.
  To be honest, it wasn't about the money. I could have just accepted it if they admitted they made a mistake. But my car is running great now and there are no issues. When I contacted the management, they only offered me a "goodwill" credit of $200 for my next visit, which showed me that they are in the business of ripping people off. Of course I told them they can keep their credit.
  Why would I ever feel comfortable going back to them after they charged me over $1,000 for something so minor? The fact that they recommended changing the whole engine shows that they either wanted to make money or their technicians don't know what they're doing. Don't be their next victim. Save yourself the hassle and go somewhere else.

• Review fromGary F

  Date: 10/31/2022

  1 star

  Gary F

  Date: 10/31/2022

  Had my truck in for an oil change. Took 3 hours, when I asked my service rep ************** why it took so long he said tech had stripped oil pan. Took it in last week to see what they were going to do about it and they said oil pan needed to be replaced and I would have to pay$1400. What kind of company damages something then asks you to pay for repairs?

  Rockwall Ford

  Date: 11/07/2022

  Please reach out to discuss this issue. I understood that we had reached an agreement to repair or replace the oil pan and would like you to call Jeff H**** at Rockwall Ford.

• Review fromTim M

  Date: 10/18/2022

  2 stars

  Tim M

  Date: 10/18/2022

  My wife and I bought a pre-owned 2016 Explorer here in in 2019. We were treated well, and left the dealership feeling good about the experience. Unfortunately, my wife was involved in an accident in late September. ONE day after we received word that the car was totaled, I received a call, text, and email from an internet salesman stating he was responding to an "internet inquiry about a 2016 Explorer on our lot." I called the salesman to ask him how he got my number, as no one in our household had made any kind of inquiries, online or otherwise. He said, again, that I made an inquiry online. When I told him that no inquiries were made, he said "OK" and hung up. I called back (we must have been disconnected?), told him my name again, and was asked, "What do you want?" At this question, I answered "I want to speak to the sales manager." He again said "OK," and hung up. I called right back, and it went to voicemail (probably best). Received a text a few minutes later of a picture of a computer monitor clearly showing the source of the "lead," ****Direct, subsource **** Credit. It even showed the *** of our wrecked vehicle, which is at a body shop in ******** (These websites dedicated to data mining for sales leads are common, and in my opinion, unethical) The way this employee handled this exchange was very unprofessional. His condescending attitude toward a past, and potential future customer is unacceptable. We were considering buying a new Explorer very soon, as we were quite happy with this one. We were going to visit our previous salesman at Rockwall Ford, if he was still there. We considered this dealership "our dealership." This exchange has altered that perception and, unfortunately, we will have to travel further if we decide to deal with **** at all. I hope the sales manager and/or dealership manager get to know who is representing their business. I also hope this is NOT the representation they expect.

  Rockwall Ford

  Date: 10/20/2022

  Please reach out to me to discuss this situation.
  
  Jeff *****
  GM
  ************

  Tim M

  Date: 12/05/2022

  Called and left VM message for GM on 10/25/22. Left message with lady who answered phone on 11/23/22. No response from either.

• Review fromRichard D

  Date: 10/03/2022

  1 star

  Richard D

  Date: 10/03/2022

  RIPOFF! They will not accept external financing on a used 2021 ****** Tundra, I received a written offer from them which I accepted but was told later that I had to use their financing (for additional profit I assume). Deceptive trade practices at best. Stay away from this dealer!

  Rockwall Ford

  Date: 10/04/2022

  We have not accepted any deal with this customer. He has shopped online but, we don't require anyone finance with any of our banking options. We have reached out to the customer but he has not responded.

  Richard D

  Date: 10/07/2022

  The dealership's response is inaccurate at best. I do not begrudge any business trying to make a profit, but expect the business to be honest in their negotiations. These people were trying to squeeze a few extra bucks by requiring me to use their financing and now are lying about it. They have lost a customer for life.

  Rockwall Ford

  Date: 10/10/2022

  We will continue to stand by the facts. First we have no purchase agreement signed by the guest indicating a decision to purchase the vehicle. Secondly we usually have 32% of the customers we do business with monthly either pay cash, or finance through an outside lender. I am sorry that the situation didn't work out for a quest shopping in Austin, but we obviously only make a profit when we sell a vehicle. In this situation we both lost a deal.