Customer ReviewsforCapital Ford Lincoln Mercury of Rocky Mount

We were on 95 south when the check engine light went on. At that point the car was chugging, so we pulled to the side of 95. I called **** road service and the girl said a tow truck would not let us ride in the truck due to Covid. I informed this girl we had masked, and asked her to check, again she said they would not. So I asked what we should do, she said call a cab. I called my son and he checked for **** dealerships in the area, and found Capital ****. He called them and told them we were coming. We got back in the car I started it and it had at that point enough juice to get to Capital ****. We spoke to the manager Will who my son had spoken to. They took the car into check what was happening, and came back and said it was the engine, it would cost ****** to fix. Now here we are stranded in ************** with no way to get home. They never offered us a rental or any form of transportation. We have complete extended maintenance on all of our vehicles. At this point our only alternative was to purchase another car. It took months to get plates for this car, according to them, they had just got this car from another dealer and the title was missing. We road with temporary plates until the plates came and they sent the wrong ones, they should have been handicapped plates which we had to get. This whole fiasco cost us money we should not have had to spend. This dealership took advantage of two seniors in my opinion. We should have offered alternative transportation as we have in our extended maintenance agreement. This dealership should be accountable for their actions and the deceptive way they do business.

I took my car here to get the transmission changed and it ended up being over a 2-month long process. Currently they are still in possession of my vehicle. I recently went there to get my kobalt air pump from out of my car and they claim they don't know what happened to it. They said to go buy another one and bring them the receipt. I said no I will not do any running around and stated that they need to go get me another one. I understand that there are times when you have to wait for parts but when your car is just sitting there not being fixed on, that is a problem. I don't understand what some businesses are doing. If you have already been compensated for a service, then go ahead and give that paid customer priority, even if you have to put two technicians on the same job then do that. I am utterly disappointed with Capital **** for the lack of empathy, lack of prioritization, lack of communication (I have to reach out most of the time) and lack of professionalism in business ethics. I have been highly stressed to the series of negative events that has taken place with Capital **** in Rocky Mount NC. The only reason I gave them a 2 star is because they tried to make it right by giving a loaner vehicle because of the length of time it was taking, and they claim that they will purchase another air pump for me that was stolen out of my vehicle.

Worst experience ever. Took my car there in sept 22 didn't get back until Jan 27 23. Got it back with a check engine light on. Even it didn't have any lights on when I took it to them. They told me they did all they could do but couldn't get the light off. Took it in for new tires, battery and new alternator. Customer service is the worst. Ill never take my car there again.