Mock's Ford Sales, Inc. Service

If I could give this dealership a lower star review, I would. I brought my 2017 Ford Taurus SHO into this shop. My car has a lifetime power train warranty. Prior to doing any work on the vehicle I was assured that they worked with the warranty company that my car was covered under. After 4 months of having my vehicle, the warranty company had approved my car to have the engine replaced. The warranty company had offered to send in a lower milage engine than the milage currently on the vehicle. But Mock was not willing to do the repair. After speaking with my warranty company, they had informed me that the shop was able to submit a work order and give them a price for an engine through MOCK FORD. Which Keith did NOT submit an order to move forward with replacing my engine. The warranty company had also informed me that Keith did not reply at all in a timely manner to any of their calls or emails. And because they were not willing to write up a work order, to show the cost if they provided an engine, and were not willing to do the work, they had denied my claim to get my engine replaced. Keith then called my husband and informed him that they're not willing to do the engine replacement with an engine my warranty company would have provided and to take my car to "any shop" in the valley to have the work done. But as I stated above the warranty company requested what their cost would be if THEY had replaced my engine. WHICH MOCK DID NOT DO. I again called my warranty company, and they informed me that the claim process would have to start all over at a new shop to have yet another diagnosis and tear down done. I then took my car to another dealership. I was then informed that the tear down MOCK had done, was inaccurate. After the other dealership had spoken to my warranty company, they were informed that Mock had sent photos of the damage to my engine, stating that there was significant scoring inside my engine. When the other dealership had done a complete tear down of my vehicle, I was informed that there was in fact no scoring within my engine. But the engine did still need to be replaced or rebuilt as the Piston rings were bad. At the end, my warranty company has now denied the repair of my car. And now I am stuck with a vehicle that needs a new engine, that my warranty will not cover. The entire time Mock had my car, the communication was terrible. Keith would tell me one thing on the phone, then tell my husband something completely different. Keith at one point had yelled at me on the phone, when I told him that he should be communicating with his customers. He stated that part of his job was to deny customers. I asked to speak with his manager, and he yelled to call Don Mock, gave me their main number and hung up on me. After speaking with Don, and explained everything about how Keith had conducted himself, the work on my vehicle had moved forward. (Tear down of the engine). But after that, I was still working with Keith and communicating through email at that point. If mock would have communicated truthfully with my warranty company, and myself. My car would have a new engine, I would've been a happy customer, and this review would be completely different. But After 4 months of them having my car, the terrible service I had received, the fact that their service advisor Keith did not want to write up a work order for my car, and lastly their false claims to my warranty company. I am now without a vehicle, and back at square one. This time without any chance of my warranty company covering any repair on my vehicle. If you need an honest shop, great customer service, and work done in a timely manner. It is my opinion, that you DO NOT bring your vehicle to this dealership

Jan 06, 2025 · Stacy Corona

We had the pleasure of working with the service department and Tommy on an issue with our new (used) car and he was friendly and honest with us. What a great experience!

Nov 01, 2023 · Shar H

Had a recall done on my Ford Focus and they were very nice very professional and got it done in half the time I thought it would take there is a great company and I will definitely be going back then for any repairs

Jul 02, 2021 · Joel Tallent

Best place to service your vehicle 🤠

Aug 16, 2022 · Tom Smith

I actually just bought parts, the staff is very busy they are trying to appear professional now!

Apr 08, 2022 · Knuth G. Freyer