Rocky Top Ford Lincoln - Service Center

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

Sorry excuse for a service department My truck was setting there for a month in the lot no one would even look or tell me what was wrong with the transmission or how much it would cost to My truck was setting there for a month in the lot no one would even look or tell me what was wrong with the transmission or how much it would cost to fix it. I called a recker service to pick it up take it to Ted Russell Ford. McNally Whaley Ford is I sorry excuse for a dealership. They are very rude will not call you back they just set at the counter and look at each other. More

Slow slow Stopped there as we were on vacation and needed new tires. To put 3 tires we were there for 4 hours and they scrapped up all our rims on our vehicle. Stopped there as we were on vacation and needed new tires. To put 3 tires we were there for 4 hours and they scrapped up all our rims on our vehicle. Very incompetent. More

extra mile....didn't even try My family and I were visiting the Gatlinburg area for a couple of days on our way to Myrtle Beach. We had a issue of our vehicle not starting the se My family and I were visiting the Gatlinburg area for a couple of days on our way to Myrtle Beach. We had a issue of our vehicle not starting the second day, July 27th. I called road side assistance to assist, they were helpful. I called McNelly-Whaley Ford to see if I could have it towed there and I was told "no". They stated they were too busy, people were on vacation, and there was nothing that could be done for us, UNLESS WE WAITED TO WAIT UNTIL AUGUST 7TH, that was the next available opening they had for us. I find this sad. I am a Ford share holder and consultant for Ford Motor Company. Now I know why people talk bad about Ford. More

Incapable of Engine Repair This Ford Dealership has the worst service department in history. It is incapable of actually fixing an engine. I am sure if you are getting warranty This Ford Dealership has the worst service department in history. It is incapable of actually fixing an engine. I am sure if you are getting warranty work or an oil change they are fine. However, just don't get caught out of town and expect them to actually fix your engine without requiring you to replace it. I took my mother in law's Ford F150 which broke down during our vacation with a valve/lifter problem. After all day, they determine the lifter had come loose and bent the valve. They proceeded to tell me that I needed to replace the engine since it had metal in it. SERIOUSLY... metal has to be missing to be in the engine and the Valve never came in contact with the piston. I then proceeded to explain my theory. After a lengthy discussion which included them telling me that they could not rebuild the head there... I then suggested sending it out to Precision Machine Shop... They could not do that, they agreed to replace the head with a brand new one from Ford. The price of the work was to be $5700.00. Staggering, but I was out of town and I would have a Ford warranty. The VERY NEXT MORNING.... I get a call from them. NOW they are telling me that their 25 Year Mechanic claims that the Main Bearing could have shifted choking off the oil supply to the head and that is why the head failed. That they cannot fix the engine and had to replace the engine with a new one $9000.00. Myself. having rebuilt many engines is now privately thinking .... and maybe the tooth fairy flew into the Valve Cover and placed her thumb over the ports blocking the oil too! I kindly caught my breath and asked them to button up the engine and I would send a wrecker for it. I called over to Rick's Service Center who rebuild the left and right side heads, replaced the cam, replaced the Cam phasors, installed a new timing chain kit ... basically rebuilt the entire top end for 4200.00 which included taxes and towing. Bottom line, short of an oil change, these people want to replace your engine from the start. More

I was told I need $2400.00 part and labor I'm local work hard for my money. How disappointing it is to see how dishonest this Ford dealership is. They told me the part I need and labor was $24 I'm local work hard for my money. How disappointing it is to see how dishonest this Ford dealership is. They told me the part I need and labor was $2400.00 . the problem was fixed for $268.00. Thank God for honest people ( mechanics). This place is not worthy of 1 star. Was it because I'm a woman????? More

On Friday (12/14/12) at the start of our vacation, our fuel pump went out on our Crown Vic. Brought in "on the hook" at 1:00pm we were at the mercy of the McNelly service department. Service advisor Kris fuel pump went out on our Crown Vic. Brought in "on the hook" at 1:00pm we were at the mercy of the McNelly service department. Service advisor Kris told us that she would have someone look at it ASAP. By 3:00pm the problem was diagnosed as a bad fuel pump which they did not have in stock. Friday afternoon...vacation ahead and no car. The local car rental facility could not promise us a vehicle but when Kris called on our behalf, we had a car within 30 minutes. Since we were scheduled to go home Monday afternoon, it was critical that the repair be made on Monday morning. At 11:00am on Monday Kris called to say that our car was ready to be picked-up. We were in a strange town, car trouble, no appointment on a Friday afternoon but thanks to Kris and her fine service staff, we never missed a beat. I can't thank the staff enough for saying our shopping trip to Pigeon Forge. You guys were real life savers....thanks. More