Group 1 Ford of Rockwall Service Center

I had an excellent service experience getting a few warranty item address on my super duty. Ozzy was very thorough and really listened to the issues I was experiencing. I had one of these issues looked at by another dealership prior and they basically ignored the problem, so I was very happy that ozzy continued working through the issue. He was communicative and never left me wondering what was going on, and got all of the problems fixed in a timely manner. Very happy with my service experience here.

First time using this dealership to get maintenance done on my brand new truck. Oscar was the best, handled everything and made sure I was taken care of and was very honest! Will be coming back for sure to this dealership for the future!

After getting spark plugs replaced here with Mary, car smells like gas in the cabin if the air is not on recirculate. Could be a coincidence, I don't know. First time I brought it back, I was completely blown off and told it would burn off and the smell would go away. It hasn't gone away. Mike told me he would get me a loaner and figure out the problem. He told me he would call me as soon as a loaner was available, he never called and has not responded to voice mail messages. Called back and asked for a supervisor. Talked to Juan who assured me he would get me taken care of, but I have not gotten any calls since then. The bad thing is I also need a brake job and my brakes are starting to squeal so I know I don't have much time left. This has been going on since Thanksgiving. I have lost confidence in Ford's customer service and will be taking my money elsewhere from now on

I don’t usually leave negative reviews, but this experience warrants one. In December 2025, I took my Mustang Mach-E to Group 1 Ford of Rockwall because the Ford app indicated that the 12V battery needed to be checked. I scheduled a service appointment through the app and clearly selected that I would wait at the dealership at the scheduled appointment time. When I arrived, the service advisor scanned my VIN, pulled up my appointment, and then asked if I could leave the vehicle for about 24 hours. I told him no, as that was not what I scheduled. After diagnosing the issue, I was told the battery was bad, but the vehicle’s sensor was reporting it as good. The advisor said they would need to replace both the battery and the sensor and “go from there.” I emphasized that the issue should be properly diagnosed to confirm whether the sensor was actually faulty. I was reassured that the mechanic works exclusively on Mach-Es and was confident the sensor was the problem. They needed to order parts, which were supposed to arrive in two days (Friday). I was told I would be contacted when the parts arrived, but I never heard from anyone. On Saturday, I called to check if the parts had arrived and asked if the work could be done that day. I was told yes and brought the vehicle back in. This time, I dealt with a different service advisor, who reviewed my ticket and the required work. After the battery and sensor were replaced, I was told that the warning light was still on and that it could be a software issue requiring an over-the-air update. I was advised to watch for the update and told that I might need to bring the vehicle back in, but “we’ll cross that bridge when we get there.” I left with the understanding that the issue was not fully resolved, and no further follow-up or communication was provided regarding the software update. Later, I received a Ford survey about my experience, which I completed honestly with a negative review. After that, I received multiple emails and a voicemail from managers asking what they could do to make things right. I did not respond to the emails or call, but eventually a manager reached me by phone. During the call, he stated that the issue had been fully resolved when I picked up the vehicle, which directly contradicted what the second service advisor told me. He then suggested that the problem was that I didn’t come back when the first service advisor was working and implied I should have dealt only with him. From my perspective, this is unacceptable. Any service advisor should be able to review the service ticket and understand what was done and what issues remain. The fact that multiple employees and a manager could not keep the details straight shows a clear breakdown in communication within the service department. I am highly disappointed with Group 1 Ford of Rockwall’s service center and do not recommend them.

I’m glad I changed to Rockwall Ford. Clean outstanding customer service from management to parts and my service advisor was Ian Campbell was very accommodating, knowledgeable with his answers. He answered all my questions and had no problem letting me use my ford pass points. Every one was friendly and it makes it feel more like a place you don’t mind waiting and confident you will receive honest answers. Waiting room was clean and comfortable. It’s location is convenient right off I30 and they also provide a shuttle and the best part are the hours and being open 7 days a week can’t beat that. I’ll definitely be back and recommend anyone who has a ford to go check for you self you will be back too.