ComplaintsforRockwall Ford

• Initial Complaint

  05/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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 response

  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

  09/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  06/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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 response

  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.

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rockwall Ford sold me a car that have motor engine leaks internal oil lose, check engine light is on.

  Business response

  07/13/2022

  Business Response /* (1000, 5, 2022/06/02) */ We sold this customer a vehicle in January of 2021. We offered to sell them a service contract that might have covered the repairs but the customer declined.

• Initial Complaint

  05/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 4/29 I used. Prepaid maintenance package for an oil change. At the time I was informed there was an oil leak but it was covered under warranty. I was presented a copy of an estimate showing $0 for the repair. Upon having the service done I was presented a bill for $100. I informed the employee that I was given a $0 estimate and to be present this charge after the fact was frustrating. They took it upon themselves to supposedly waive the fee, giving me paperwork saying they did so. They are now saying I still owe the $100 fee and not responding to phone calls where voice messages were left.

  Business response

  07/15/2022

  Business Response /* (1000, 7, 2022/05/24) */ The customer has a deductible with his coverage and has refused to pay. Consumer Response /* (3000, 9, 2022/05/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business waived this fee and also failed to disclose it.

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I seen an advertisement on True car of a 2020 Sierra Denali 1500 6.2 4x4 listed at $34,493. I went to the Rockwall Ford website to see and it was the exact same price. i put in all my information SSN, Address, ID, Proof insurance. I even got a email from the Sales rep to purchase the vehicle for that price. i went to finance through Capital one and even put to finance through there ford dealership. They don't want to honor it. What can I do?

  Business response

  01/28/2022

  Business Response /* (1000, 5, 2021/12/29) */ Vehicle was mispriced and corrected the next day. We are not able to sell the vehicle at that price and hope you understand it was an input error. We would be happy to help the customer purchase a vehicle at market price.

• Initial Complaint

  11/10/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Today, November 10, 2021. I am attempting to buy a 2019 Ford F150 from Rockwall Ford. Listing says the vehicle is CERTIFIED and listed at $38,994. Salesman (Spencer) attempted to CHARGE ADDITIONAL certification fee of $1499 for an advertised CERTIFIED vehicle. This is slimy dealings at its finest. Last year I purchased four Certified Pre Owned Mercedes Benz's (Ron ****** MBOKC) and none none none tried to charge me for what they were already advertising. PS the Caltex re-application is another sleazy tactic. They tell you its "permanent", if so, why does it need to be applied again??

  Business response

  01/20/2022

  Business Response /* (1000, 5, 2021/11/15) */ We are happy to sell the vehicle at the advertised price plus resistall which has been applied to the vehicle. Consumer Response /* (3000, 7, 2021/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The "reinstall" is a documented fraud. The "reinstall" applies to a product they tell you is "permanent". If it were permanent, it would not need to be reinstalled. Its another dodge to line their pockets.

• Initial Complaint

  10/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a vehicle from the dealership in July and upon inspection I notified the dealership that the vehicle needed to have the brakes replaced. I went back and forth with sales and management as they stated the brakes were replaced, then not replaced to finally stating they were replaced. After putting about 700 miles over two months on the car, my wife began to complain that the car took too long to stop. I had the vehicle inspected by three different mechanics who all stated the dealership did complete the brake job but took a shortcut but just replacing the pads without machining the rotors as they probably noticed they were too thin and didn't want to pay to replace them as it would cost about $1200. The mechanics also stated this would cause the car take longer to stop making it unsafe. I have reached out to the dealership to resolve the issue on numerous occasions and they have been unresponsive. I will also be filing a CFPB and Attorney General complaint.

  Business response

  12/16/2021

  Business Response /* (1000, 5, 2021/10/22) */ We don't show to have ever sold ***** ***** a vehicle. Consumer Response /* (3000, 7, 2021/10/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The vehicle in question is a 2015 Lexus GS 350 F Sport and was purchased on 7/3/2021 by Christine Carole Cerny and ***** Joseph *****. The salesperson was Josefina and the sales manager was Ricky. Please see attached proof of purchase. Business Response /* (4000, 9, 2021/10/26) */ The customer called to tell us there was an issue with the brakes after taking delivery of the vehicle. We asked them to bring the vehicle back to the dealership so we could inspect the problem, but the customer made the choice to take it somewhere else to be repaired. We cannot refund a repair from an outside shop when we asked to see the issue prior to the repair being made.

*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. ↩