Rocky Top Ford Lincoln

My husband’s truck died on him and he had it towed to Rocky Top Ford. He was told that a new computer board was needed and it would take a few days to receive as it would be shipping from Texas. We waite Rocky Top Ford. He was told that a new computer board was needed and it would take a few days to receive as it would be shipping from Texas. We waited 3 weeks and heard nothing so I called and the person I spoke with knew nothing about it and was going to talk to someone else and I requested they call my husband but he did not receive a call. My husband went by there and was told the computer board had arrived and they would put it in the following week. My husband requested a tune up while it was there and was quoted $1600.00. We were fine with that because we knew a dealership would be more expensive but we trusted them to be Ford certified mechanics and have the necessary equipment. My husband receives a call that the mechanic has broken 5 of the 8 spark plugs and some so bad that the are going to have to remove the head and take it to a machinist and now the cost is $8000.00. I called the dealership and requested to speak with the general manager, Andy Bass. When we begin to explain that we had gone 3 weeks with no communication and now this he wanted to know why WE had not contacted them during this time. First of all, we are the customers. Secondly, everyone is having issues getting supplies so we gave them the benefit of the doubt. He stated that the lack of communication stopped now and he was going to discuss this with the service manager and get back with my husband but he never did. So, my husband receives a call from the service department that the best they can do is $3400. After the 5th week of them having the truck, we finally go to pick it up and once again talk to Mr.Bass and explain our disappointment in their customer service. He agrees that the communication was lacking and he agrees that the cost is high and not what you would expect to pay. He was going to discuss this with the service manager and get back to my husband and here we are a week later and still no phone call. We knew when we left that evening that Mr.Bass could care less and was only patronizing us. We were very disappointed in our experience and will never recommend this dealership to purchase a vehicle or to service one. I would not but a bicycle from these folks. From the GM down we were lied to and the charges were astronomically inflated. Will never use these people again. More

If I could give -5 stars I would. After 2 weeks of trying to schedule an appointment, I had to email the Sales Manager, Mr. Bass to have someone call me back. I made the appointment, Showed up 30 min trying to schedule an appointment, I had to email the Sales Manager, Mr. Bass to have someone call me back. I made the appointment, Showed up 30 min early for the appointment. An hour and a half after the appointment time, I still did not have my car. I went to check on the progress and I saw my keys sitting on the counter while every service advisor and service manager sitting at the desk, going through their Subway order. I went to the sales desk, and the young man that asked me what was going on regretted asking me. He informed me that they get a lot of complaints on the service department. While I was waiting on him to get my vehicle, another customer was having an issue with the service department trying to charge her for something that they had broke. I was in for The Works Package, typically runs $39.95-$49.95. The cashier told me my bill was $82!!! I hit the roof. They never advised me of that cost. There was no paperwork of with my signature that agreed on that price. I'm pretty sure that is illegal. When the service Manager, Ms. Dill, finally came to the cashier window, she advised me that she wasn't going to charge me. Of coarse you aren't. This assures 3 things, #1 I will not get a survey from Ford, because it now is an internal service ticket. #2 it now only cost them the price of the oil, and #3, no litigation in a court of law for unfair business practices due to not disclosing the price. Shame on you More

Bought a truck from Coyle Fox. Told me it wasn’t any rust on the truck sent me pictures from under the truck at angle I wouldn’t see most of it. When I flew from VA there was a good amount more of rust than on the truck sent me pictures from under the truck at angle I wouldn’t see most of it. When I flew from VA there was a good amount more of rust than led on. Asked about any major scratches or dents there were 4 dings and 2 places patches of paint was missing and a decent size scratch on the bed. They replaced the tires on the truck and didn’t leave the wheel key for the lug nuts in the truck after about 1000 miles of driving and owning the truck about a week it needs brake pads but I can’t change them. They can’t locate the wheel lock and offer to pay for me to get them removed locally and they will cover the bill afterwards. I get it done at a local shop. The wheel locks has to be cut off because there was no way to get the keys since the dealership couldn’t find them. I send the bill the Coyle and he tells me that they will only cover 1/3 of the bill I sent them and they could remove the locks without keys in 10min. Also said that I was trying to scam the dealership and get them to pay for brakes on the truck. Wouldn’t trust these guys or buy another truck from them. More

Terrible at even getting through by phone. When you do and the service department is busy, they take a message and promised a call back. Well no call back so I left a email for the service department that and the service department is busy, they take a message and promised a call back. Well no call back so I left a email for the service department that of course went unanswered. This is the most unprofessional Ford Dealership that I have ever had any dealings with. I would not recommend this dealership to anyone. Guess Rusty Wallace will get my business now. More

Just purchased a new car - it was the best car buying experience that I've ever had. Everyone was extremely helpful, and Michael Bomar went above and beyond to make sure I left with the vehicle I wanted experience that I've ever had. Everyone was extremely helpful, and Michael Bomar went above and beyond to make sure I left with the vehicle I wanted at the price I could afford. I recommend them highly. More

I have tried sending emails thru their website for scheduling service with no response after 1 week, then made telephone calls to speak to a person in service to schedule service and after being put o scheduling service with no response after 1 week, then made telephone calls to speak to a person in service to schedule service and after being put on eternal hold and then put on hold again and again, I have decided to take all my business elsewhere along with my word of mouth recommendations. Not really sure what this dealerships problem is however it is a poor excuse for anytype of service. Will never inquire with them again will gladly drive 30 min out of my way to another dealership where they at least answer the phone and emails. More

Excellent Service and a 5 Star Rating Shortly after arriving in Gatlinburg, TN, ( 550 miles from home) our Ford Edge broke down. We contact Rocky Top Ford's Service Department and spoke w Shortly after arriving in Gatlinburg, TN, ( 550 miles from home) our Ford Edge broke down. We contact Rocky Top Ford's Service Department and spoke with Daniel. He told us that they were closing in just a few short hours on Christmas Eve and asked us to bring in the Edge right away. As soon as we got there the technicians began diagnosing the problems. They soon realized that parts would need to be ordered so it would be a few days until our Edge could be fixed. They were extremely professional, friendly and accommodating. They even loaned us a Courtesy Vehicle. to get us thru Christmas. On the 26th Daniel called us to tell us our vehicle was ready for pickup. Problem solved! To our surprise, the price for the repair was very reasonable. Our special thanks to Daniel, the technicians, and staff at Rocky Top Ford. We greatly appreciate your southern hospitality! More

last minute assistance had noises when turning in my Edge, guessed it to be block in AC drain line. BUT I crossed my fingers, as I drove into service dept. late in the day, had noises when turning in my Edge, guessed it to be block in AC drain line. BUT I crossed my fingers, as I drove into service dept. late in the day, around 3pm, hoping they could take care of it, as I was traveling. Scott (service tech)came out and talked to me, and they took me right in. I was out in an hour. Many thanks to everyone here, the ladies and cashier were so nice, also! More

Awful service department I took my Ford Escape in for an oil change I was quoted 44.00 turned out to be 73.00 for 6 quarts of oil and filter nothing else. Sorry excuse for a d I took my Ford Escape in for an oil change I was quoted 44.00 turned out to be 73.00 for 6 quarts of oil and filter nothing else. Sorry excuse for a dealership More

Above and Beyond service from staff While vacationing in Gatlinburg, the water pump went out of our vehicle. After towing it to McNelly-Whaley, we were stranded without a vehicle. Tris While vacationing in Gatlinburg, the water pump went out of our vehicle. After towing it to McNelly-Whaley, we were stranded without a vehicle. Trish Rogers, at the front office, went above and beyond to help us find a rental car. After discovering no rental cars in town were available, she graciously drove several miles out of her way to take us to our condo and offered to pick us up again the next morning. She was a blessing to us in our time of need. Your service department also did a great job fixing our vehicle in a very timely fashion. More