Dealer 2-Year Rating

Overall Rating

2.9 / 5
Customer Service
3  
Friendliness
3.3  
Overall Experience
2.8  
Price
3  
Quality of Work
3.4  
Service
1.9  

Dealer Reviews

Show:  

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Good experience

By Nobleduke4 on 12/6/2018 at 8:23 PM. Helped by Meese.

Easy way to go in debt. Love my new Focus. Meese was a good sales rep and made the process tolerable. Would recommend this dealership.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Friendly Service

By great service on 12/7/2018 at 6:11 PM. Helped by Antonio.

We arrived for our service appointment on time and saw several vehicles waiting. Our contact took care of our auto promptly with no waiting. Our time is valuable and their service center honored the appointment without hesitation. It was better than going to your Doctor's office. Prompt service as promised.

I would recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Absolute incompetence

By RMMotes on 11/30/2018 at 12:16 AM. Helped by Scott.

My car’s transmission broke at 2K miles (brand new 2018 Mustang) and they had to order the part to fix it. It took a month for the part to get in, only to be told that they didn’t realize they have the right tool to fix it. The whole time this mess was going on, I heard three different stories from the GM, the mechanic, and the sales assistant. They all kept pulling different timelines out of their xxxxx. There was no communication between ANYONE. THEN when they were putting the transmission back into the car to wait for the tool to come in, THEY BROKE THE INPUT SHAFT. This is all over the course of three months. At this point I start the process to just get a different Mustang because I had been making payments on a car I cannot drive because of this dealership’s incompetence. Every time I go in to ask about the process of the trade in, no one knows what they’re talking about and know one knows who I am (after I had been dealing with these people for MONTHS). Then when I had picked a replacement car out, they didn’t even bother to tell me that the car wasn’t on the lot yet. They kept giving me different timelines on when this car would be in, several times I went in to be told “it’ll be in tomorrow” and then it’s not. No one ever called to update me, I always had to call to figure out what the xxxx was going on. The guy in charge of my paperwork kept saying he’ll expedite it but never did. Eventually I had to call Ford to let me get a car from a different dealership and they obliged. I would NEVER recommend this dealership. I’ve never seen people be so awesome at not being able to do their jobs.

I would not recommend this dealer.

Overall Rating

1.8  

2   Customer Service
3   Friendliness
2   Overall Experience
1   Price
1   Quality of Work

incompetence of mechanic

By unhappy girls on 11/29/2018 at 3:04 PM. Helped by I will have to get a copy of the work and repair order as I don't know who the mechanic is. The date of the repair was 11/06/2018 WhenI dropped off the Escape and bought the 2011 Expedition.

I had to have my o5 escape towed into the Rich Ford lot. I had purchased this car from this dealer. My key would no longer work nor would the fob. It took them 4 days to even look at the vehicle and then they told me the reason the key would Not work was due to a notice from the Ford Manufacturer that the spark plugs often caused the issue. They replaced 6 spark plugs and gave me my bag of keys and said they would no longer work and so they gave me 2 new keys and 1 new Fob.........The Cost over $1000 dollars. I was told if I brought in antoher key and fob they would program it for free. I ordered the same two keys on Amazon for $7,00 and got two Fobs for $28.00 and was planning to take them to Rich Ford. I had driven the Escape only twice since the repair. The first time I had an issue was at the vet. after I had loaded one dog in the back, the key would not work and after some fanangling, we got it to work. Yesterday I had to take the 135lb dog to the groomer, no problem getting him to the groomer but when I tried to start the car in the parking lot, No deal. The key would not start the car, the fob did not work, so I had to call Rich Ford to ask if they had a loaner car, as I had a huge dog and lots of supplies in my escape and I did not know how we were getting that dog into the tow truck. We could not unlock the trunk of any of the doors. When the Tow driver arrived, he said he thought it was a battery issue and I told him No, the battery is pretty new. But Alas the incompetent mechanic at Rich Ford had failed to tighten the battery cables and that is why my key and fob wouldn't work. I was stranded for a couple of hours until the tow truck arrived. (the groomer was forced to stay open as we had no where to put this Great Pyrennees that has major issues with strangers and MEN and he would have fought trying to get him in the Tow Truck that was 3 feet off the ground and we weren't sure we could get him in the truck and he would be traumatized...........I would never take my car back to them for repair and now I am sorry that I bought an expedition from them the same day, I had the Escape towed in. I live 60 miles from town and I had to have a vehicle that I could get to and from town and be able to load up 4 rescue dogs if needed. I felt customer service was not helpful as they hung up on me the first call. One hand doesn't seem to know what the other hand is doing and I feel the charge of $1000 was excessive for 6 spark plugs and 2 keys and 1 fob....... It doesn't take rocket science to program those keys or fobs. I am 73 and non mechanical and I was able to program my own keys and fobs.

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

New Truck Purchase

By Greg V on 9/26/2018 at 3:24 AM. Helped by Danuel Roybal.

Danuel Roybal is a great salesman! He was very friendly, helpful, and professional! I will definitely recommend him to friends and family looking to purchase an automobile!

I would recommend this dealer.

Overall Rating

4.8  

5   Customer Service
5   Friendliness
5   Overall Experience
4   Price
5   Quality of Work

Pure Hard Work And Hustle

By Bravo on 9/19/2018 at 11:26 AM. Helped by Christopher Romero.

After several trips and having a less than satisfying experience dealing with Don Chalmers across town, The whole experience from from Rich Ford and Christopher Romero start to finish was professional and enjoyable. The truck exceeded my expectations. We thoroughly enjoyed working with Christopher and would recommend both him and the dealership to anyone looking for an excellent automobile. In a world where we don’t always have the best experience in a car dealership, this was great. It is without hesitation that I would buy another vehicle from Rich Ford.

I would recommend this dealer.

Overall Rating

2.5  

2   Customer Service
2   Friendliness
2   Overall Experience
4   Quality of Work

Lack of communication

By Mark59 on 8/23/2018 at 5:31 PM. Helped by Service Advisor.

I went to Rich Ford based on my experience at Don Chalmers and it wasn't any better. My visits to the service department started off good but after they had my girlfriend's car for a week we couldn't get anyone to call us back and give us an update on the situation. This was very frustrating to say the least. The car runs good, but the lack of communication was ridiculous.

I would not recommend this dealer.

Overall Rating

1.8  

1   Customer Service
3   Friendliness
1   Overall Experience
3   Price
1   Quality of Work

Poor service

By Curtis on 7/11/2018 at 9:22 PM. Helped by Franco Urizar.

I took my 2017 Ford Focus in for a "service engine soon" issue while it was under the 36-k warranty. It should have been checked out at free of charge per warranty, no diagnostic charge. I dealt with service advisor, Franco Urizar, who provided me with incorrect information and basically discourage me from getting assistance. The problem occurred again shortly after the 36-k warranty had expired. I explained to the management that the only reason why it was not serviced when I brought it in under 36-k that the service advisor provided me with wrong information. The dealership made no effort to be helpful, accountable or find a resolution. It did make a lot of excuses. I find this dealership to be unethical. It says that customer service is important to them but that is just rhetoric, find talking with no sincerity. Now I am out of hundreds of dollars to get it fixed. I don't recomment this dealership.

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

They tried to bait and switch!

By Unclej92 on 6/1/2018 at 5:01 PM.

I bought a truck here back in November. I live out of state and searched all over the country to find a dealership that didn’t mark up over msrp. After negotiating with Mike at Rich Ford, we came to an agreement. My Fiancé and I traveled about 800 miles and Mike picked us up at the airport. We got to the dealership and the truck had the wrong tailgate. They agreed verbally to knock off more of the price to account for the error. We get to signing the papers and noticed the price... they tried to charge us $1500 over msrp! The New Car Manager was called in and explained that ALL OF THEIR SALES ARE OVER MSRP and tried to convince us we are still getting a great deal. He repeatedly refused to look at my evidence of communication with his sales person. Knowing full well we were stuck there without a car, he went all in on a BAIT AND SWITCH tactic. After a while, he finally agreed to look at the evidence, and reluctantly agreed to the original negotiated price. He immediately stormed out of the office literally huffing and puffing, avoiding any eye contact. The entire process took 4 hours, and upper management made the car buying process an absolute nightmare. Our sales person we originally worked with was great and a pleasure to work with. As well as their finance team. But their upper management is why I am writing this poor review. The new car sales manager and director of sales repeatedly bashed and belittled the sales person we worked with in front of us. The cherry on top was when we got home, the tailgate had a huge dent that we didn’t notice. This was our fault for not noticing it, but because the experience was so terrible my fiancé begged me to not call them about the dent. So we left with the wrong damaged tailgate, and the bait and switch resulted in us having to pay for the tailgate.

I would not recommend this dealer.

Overall Rating

4.8  

5   Customer Service
5   Friendliness
5   Overall Experience
4   Price
5   Quality of Work

Good Overall Experience

By Cummings Cruzin on 5/16/2018 at 4:19 AM. Helped by Justin Bowling, Allen in finance was great..

Staff was knowledgeable and friendly and didn't pressure us into a decision. We purchased an amazing 2500 Dodge Ram and the entire process was smooth and easy. Just want to say a quick Thank You to our salesman Justin, and Allan in Finance for making our purchase a good experience. keep up the good work!

I would recommend this dealer.

Overall Rating

4.8  

5   Customer Service
5   Friendliness
5   Overall Experience
4   Price
5   Quality of Work

Fast service

By bmhende on 4/14/2018 at 3:12 PM. Helped by Tony Garcia.

I dropped my 2016 F-250 off for its 10,000 mile service at 7 am. My wife picked me up at 7:30 am and we went to breakfast. Ford called me before we were done with breakfast saying my truck was ready to go. That is quick if you ask me. Tony Garcia was my service rep. and he was very pleasant and answered a number of questions that I had. Thank you for a pleasant experience.

I would recommend this dealer.

Overall Rating

1.0  

1   Overall Experience

Recall Service Denied

By mike r on 4/10/2018 at 3:35 PM.

I brought my daughter's Ford Escape in for service due to unusual noises in steering column. I expected full repair of the issue with prior knowledge of a recall on the part. I was told that three months prior (for a separate recall issue) that the service department had "cleared a fault code" related to the steering column and determined that there was no mechanical issue. Now, the exact mechanical issue presents itself and Rich Ford refuses to warrant the steering column under the recall. They offer to charge me $1,700 for the repair and strongly suggest an alignment for another $100 (which I find out later is not necessary). I call Ford corporate to get assistance and they also refuse to stand behind the recall, issued by NHTSA no less. It is horrible for me to imagine a young teenage daughter having to try and steer a vehicle that potentially will switch to manual steering randomly. Can your imagine your child in this position? I refused to pay Rich Ford for the service and will forever remember how Ford does not stand behind its product. Beware of error code "fixes" that do not also fix a potential mechanical issue! Finally, I delivered the vehicle with no sign of power steering loss, however, when returned back to my possession, the vehicle no longer had power steering - manual steering only! Very difficult to drive. Inexcusable.

I would not recommend this dealer.

Overall Rating

2.5  

2   Customer Service
3   Friendliness
2   Overall Experience
3   Quality of Work

Held up on vacation

By Ksu920 on 3/27/2018 at 12:11 AM. Helped by Juan.

Check engine light came on in the middle of the night in NM. Called Rich Ford first thing the next day. The Albuquerque location referred me to the Edgewood location as it was closer to me. I was assured by service manager that he put travelers as a priority as he hopes someone would do it for his family. We spent the next 5 hours waiting on them to diagnose that the problem. Why did it take 5 hours to diagnose and change 6 spark plugs? Because they spent 4 of those hours trying to sell me a new 2018 expedition that they drove in for us from Albuquerque. Once they finally gave up on putting the hard sell on us, they finally pulled our truck in and fixed it...after everybody went to lunch. Trying to prey on stranded travelers is exactly why car dealers have the reputation they do. Change the plugs after the motor cools off and get me back on the road. Stop trying to sell me a truck I don’t want.

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience

Horrible

By oliverbabbish on 3/23/2018 at 3:29 PM. Helped by Never got a name.

Had an appointment this morning. My normal repair shop had recommended I see a Ford Dealer to try to get a clutch issue looked at. I described the issue thoroughly when I made the appointment and said I would like to wait for service. I took the day off work, and when I arrived in the morning the first person to greet me asked if I was leaving it for a few days. I said I hadn't made arrangements to do that. He said they don't fix transmission issues in a day, and I would have to leave it. I asked for how long, and he said maybe two to four days. I asked him why this wasn't explained to me prior to me taking today off and bringing it in this morning and he became very frustrated and said the people answering phones aren't mechanics. He then said, so are you leaving it, or not. I couldn't believe how rude I was treated, how I was somehow expected to know these things when his own employees didn't, and was not offered even the slightest hint of recognition that perhaps there was some confusion and maybe Rich Ford held some of that blame. I will never go back, even if I have to find a dealer in another city to fix this issue.

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Overall Experience

Guess they don't want my business?

By Rex M. on 3/3/2018 at 5:09 AM. Helped by NO ONE.

Moved down from Montana in late August. Was time to service my 2015 Ford Edge. This dealers is closest to me. Cannot get a service appointment with phone or internet. Now will have to drive to the Westside just to get my car serviced. I know where I WON"T be buying my next car from.

I would not recommend this dealer.

Overall Rating

4.5  

5   Customer Service
5   Friendliness
4   Overall Experience
4   Price

Help was excellent on the purchase of 2 used vehicles.

By Jerrye Shaw on 1/31/2018 at 5:35 PM. Helped by Ryan Franklin and Mike Otero.

We were assisted immediately in Edgewood. We looked on Sunday and theyhad the vehicles we wanted to look at on Monday. The only complaint was the time frame that it took to close the deal. We purchased 2 used vehicles at the same time. Ryan Franklin was our salesman and he was very helpful with all of our requests.

I would recommend this dealer.

Overall Rating

1.0  

1   Overall Experience

3 days to do an evaluation and repair is insane.

By Atafoyadissapointed123 on 10/17/2017 at 5:19 AM.

Requested warranty service, told it would take 3 days to evaluate or 5 days if brought in on Thursday. No loaner program! Customer should have been informed of this absolutely ridicules wait, at time of sales, your high customer rating would drop, I for one will never buy from Rich Ford again.

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Never again

By Nich on 9/12/2017 at 11:25 PM.

Bought a car (brand new) 4 yrs ago...have had 7 recalls, one of which my back door flung open on the freeway with my child in the backseat. Altnernator just went out and they wanted to charge me almost $800 dollars to fix it when the part only cost $100. Price gouging and VERY poor costumer service. Never again will I go to Rich Ford on Lomas.

I would not recommend this dealer.

Overall Rating

3.0  

3   Customer Service
3   Friendliness
3   Overall Experience
2   Price
4   Quality of Work

Service department doesn't value customers' time

By tm0 on 8/11/2017 at 7:55 PM. Helped by Tony Garcia.

I went in for an oil change and was told it would take an hour. My service adviser went to lunch in the middle of it and I didn't hear from him for three hours. The best they could do to make up their lack of communication and for wasting my time was a coupon for a free car wash. Never coming here for service again. Edit: The service manager has since reached out to me and assured me that the lack of communication displayed yesterday will be addressed properly. Since something is being done to prevent situations like this from reoccurring, I'm happy to say I now view the dealership in a more positive light. It was unfortunate that this happened on my first visit but I'd now be glad to give them another chance.

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price

Not trust worthy sales person.

By Marco on 6/29/2017 at 9:08 PM. Helped by Craig Wallis.

I purchased a ford fiesta se 2017. The angreement he promised us was $14,800 including the tge gap. When after a couple of days reviewing the purchased agreement we got charged a whooping $750 on of the $14,800. I went there to clarfy things and first talk to the sales person and confirmed it with him and he said yes it should be included in the $14,800. Went to the finance petson who handled it and the sales person said it should be included with e price. Finance manager said call your manager and fix it. Sales manager came in and was implying iam making up stories and signed the contract. Yes we signed the contract trusting that what the sales person was included in there. Its only money i told the sales person i would pay it, i was asking him to tell them what he said to me when we agrred on the deal. Because it was and my wife heard it from his mouth yes it was included. The sales person answered me ahhhhhh! I realky dont know what i said. I asked him again so you are saying i came here and iam just making lies about it? He replied iam saying yiu are but iam not sure what isaid. Just what said in my othe review. You can easily earn the money but its hard to earn TRUST!!!

I would not recommend this dealer.