Ron Carter Ford in Alvin — Local services in Alvin

We bought a new 2022 Expedition XLT from another dealer. It had just under the warranty cutoff mileage (35850 or something like that), and the AC went out. We brought it to Ron Carter Ford since it's close to the house and had good ratings for the service dept.

They were very nice, but I asked about a loaner vehicle because this is my wife's vehicle and she needs a way to take our 3 kids to school and get to work. The service advisor said they do not have loaner vehicles at all. (Chevy has loaners, just saying) They did however have an Enterprise rental place onsite. That was convenient, but still irritating that we were going to be out however much that costs. I asked for more info about that, but he informed me they don't have anything to do with Enterprise, and it's a totally separate thing and I'm basically on my own to secure a rental car.

So I reserved one at that Enterprise online (because they were closed when we dropped off the Expedition and it was a Saturday). I requested a full size car, because like I said I have 3 kids and one is a 6ft tall 14 year old. A small car would not work. I didn't care what kind of car I got, as long as it was large enough. And I didn't specify other than "full size car."

Well Monday went by, no call from Ron Carter. Tuesday there was a freeze, and most businesses were closed, so I understand why no one called me then.

Thursday I called again to see when it was going to be fixed, because again I'm paying like $50 per day for a rental car, so the sooner the better. He basically indicated that they had just started on it Thursday but he'd call me that afternoon to tell me what they found. He never did, so I called back. He said the evaporator has a leak and has to be changed out. He then checked to see if they have one in inventory and he said yes, they do, so they should get it fixed Friday and Monday morning and then it will be done and ready to pickup Monday evening.

Next Monday afternoon I called, because I had not heard anything. He then said now it's gonna be probably Wednesday evening before it's ready. When I asked why it changed, he told me how difficult a job replacing the evaporator is. I'm sure it is difficult, but it's your job man. And you are a service dept. I work in service too, and my customers don't want to hear how hard my job is gonna be or any other excuses. Just tell me when it's gonna be ready and at least be apologetic if it ends up taking longer than you said.

When my wife called to complain about it, they acted like they had no idea why she was upset, and interrupted her and didn't listen or care about her concerns. The advisor said, at least it's getting fixed and you aren't having to pay anything. My wife said, but we are paying something, for the rental which is gonna be about $350 at this point. He said he would submit it to Ford and they usually reimburse or pay for the rental. Great!

But today they called, and said, actually you have to rent a Ford for that to qualify, so since we rented a Camry there is nothing they can do. If we had rented a Ford, we would only be out like $20 but since it wasn't a Ford, we are out $350.

Really? Nothing you can do? How about communicate all of this to me on the front end, so I know to request a Ford from Enterprise? You could've done that. And since you didn't, you could have just figured out a way to make an exception, or just ate the $350 yourself because it was your fault you didn't communicate this to us. When we asked the advisor initially about Enterprise, they couldn't even tell us the store hours, let alone about the Ford reimbursement policy.

My wife isn't a huge fan of the Expedition anyway. But to have a major system like the AC (which is kinda important in Houston) in less than 36k miles is ridiculous. So even if the repair/warranty process had been smooth, it still would've been irritating to have to deal with all of this. But it was anything but smooth. We will never buy a Ford again, and if by some miracle we do, it will not be from Ron...

My experience at Ron Carter Ford service department was horrible. I took my car in for a warranty recall and several other minor concerns on 2/27/23. I was told by the service advisor that it would take a week to have technicians look over my vehicle. After a week I attempted to call the service advisor with no success. After leaving a few messages and follow up calls I did finally get the service advisor two days later by phone at which time he did not have an update. I explained to the service advisor that I had not received a call despite numerous attempts and that I continue to be without transportation. At this time the service advisor promised me that he would follow up. I did not receive a follow up call from the service advisor and after over two weeks of my vehicle being in service I physically went to the dealership and spoke to the service manager who did apologize and agreed that there was no clear reason as to why I had to wait for over two weeks for an update. Although the service manager promised to follow up with me within two hours by phone, he did eventually send me later this same day an email update regarding the status of my vehicle. In this email I was told that he or the service adviser would follow up with me soon to provide me with a plan to get my vehicle back as soon as possible. I still did not receive a call back from either the service advisor or manager. I called the service advisor the next day and was told that recall parts now had to be ordered and further evaluation of the transmission complaints were still pending. He still could not give me a time frame in which I could expect the return of my vehicle at which time I insisted that I must have my vehicle back before the end of the week. On Thursday morning of this week I called the dealership again after no follow up and was told my vehicle was finally ready. It is important to note that prior to speaking with the service manager I also sent an email to the general manager and have yet to hear back from him as well.

Overall their appears to be a gross lack of caring and responsiveness at this dealership. I just do not feel as though they cared about my situation. I repeatedly explained that I did not have alternate transportation and to not even get an unsolicited call regarding the status of my vehicle solidifies the evident lack of concern for me and my situation. After previous negative experiences with Ron Carter I swore I would never go back but I had hoped things had improved with new ownership. Unfortunately it looks like things are still...

Service department seems overwhelmed, every time I go in there hearing how busy they are and how understaffed their department is seems to be the normal greeting. I’ve been waiting months on a faulty door wiring harness when I purchased my new f150 the passenger door lock does not work via the remote or switch, the issue was diagnosed to a bad wiring harness, I’ve been back to the dealer four times asking on an update on the parts only to have the service department blame the parts department with no real explanation on solving the issue I am having with my vehicle. When I purchased the truck the sales manager promised to get me the factory floor mats and wheel well liners, I never got it in writing so I expect those will be a loss. Today I had to get the oil changed on the pickup and asked the service writer if she could look up any information regarding the work order and parts that I had been waiting on, after waiting for two hours my truck gets pulled back around as I’m getting my keys back I ask the service writer if she had found any information on the parts, she got frustrated and told me how busy she was at her job today then called parts, parts informed her that they were not showing anything ordered for my truck, she informed me of this and when I asked, ok what now? she had no clue and just blamed the parts department. I asked to speak to the manager who again wanted to pass the blame, he began to show me a list of cars that have been waiting on parts, which of course infuriated me. I told him that I wasn’t there worried about any other car but my own, and I find it very unprofessional to be pacified and given the run around on work to a vehicle I purchased brand new from their company that had issues. I understand that there are many departments in the dealership but from the customers perspective I’m dealing with Ron Carter Ford, doesn’t matter if I’m talking to a receptionist, salesman, mechanic etc, you all fall under the same umbrella and your lack of leadership should not be passed onto your customers I regret ever doing...