Bob Tomes Ford — Local services in McKinney

Update So the manager for the used cars called me about the review. He mentioned that his team reviewed my post and brought it to his attention and he said the review is accurate. As I discussed with him my issues was with the warranty and how it was sold to me as a full bumper to bumper warranty. I purchased the warranty, service plan, and Gap insurance. I think total came close $5.5k.

I know buying a used car has it risk and the warranty was my peace of mind. If I didn’t have to cover any of the issues I’d be perfectly fine keeping the car.

I’m charging my star rating because the manager reached out to me and gave me some of my money back from the warranty. The SERVICE people great!!!! Sales I guess just make sure you cover all your bases and understand what you’re buying.

My first bad vehicle purchase in my life!

So in May 2024 I saw Bob Tomas ad for 2018 Ford Expedition platinum w/116k miles. To me that’s not much considering I’ve only owned Toyotas and Hondas. The vehicle was nice and in my budget, and we needed a family vehicle since I was having issues getting my vehicle from Guam.

So I traded my 2022 Toyota Tacoma TRD and that’s when it all went down hill. I bought the vehicle with what they said will be “Bumper to Bumper” warranty. Just like the manufacturers warranty. You won’t have to worry about anything for 2 years or 24k miles.

I’m like ok…within 2 years I’ll trade up. Within the first month the engine light comes on and I bring it to Bob Tomas. We also noticed The rear hatch button didn’t work most of the time, During cold starts the engine would have a loud rattle like something is loose. The foot sensor for the rear hatch didn’t work at all. But the results from the engine light was the Catalytic Converter and it won’t be covered by the warranty. The cost for that was $3k.

So first time in the shop:

Replaced the Cam Phasers

Replaced rear hatch button and sensors

Replaced Oil pan gasket because they found a leak.

The battery needed to be replaced

I needed to purchase a second key for them to program the rear hatch (I asked for one when all the papers were signed and they said it only came with one) that was never mentioned.

So i took that bullet and paid to get the car fixed. I had no other choice. They did give me a $1k credit.

So in all the vehicle was in the shop from June to early July. They did give me a loaner during that time.

So another month goes by and the vehicle starts to overheat during rush hour traffic. Get the vehicle towed to Bob Tomas again.

I was already on the list for a loaner to get the shocks fixed, the transmission checked, and to add screws to the rear bumper which I believe the technician forgot to put back on rear bumper. The rear bumper partially cane off on the freeway I’ll add pictures.

So here we go it’s in the shop for the second time. The results bad radiator HVAC hoses and cost to repair $1300 and it won’t be covered by warranty. So here we go again another issue and it’s not covered by my $4k warranty.

In the end Bob Tomas fixed: Overhauled Transmission

Added hardware to the rear bumper

Replaced just one shock when it’s recommended to replace it in pairs.

Total cost: $880 that’s because I complained that ford prosper and Frisco quoted me $950 and local shop $650.

So the issue I have was the way they treated me and my situation. I bought the vehicle based on a Bumper to Bumper manufacturer warranty and how it’s like a new car just bring it in and you’ll only pay the $100 deductible.

I even wanted to buy a new one from them and they low balled me with a 18k trade in when I just bought the vehicle for 24k in May.

So I went to GMC and they were going to give me $25k as well as Longo Toyota. I tried to give American made vehicle a chance and it got me. My frustration was how they treated me and not standing by the FORD product they’re selling.

So here we go! Went back to Toyota! Paying a lot more but I have peace of mind that the quality and reliability is there! Plus an actual bumper to...

The service department at this Ford dealership is completely disorganized, and communication is virtually nonexistent. Despite having a scheduled appointment at 8:30 AM, it took two full days and over four phone calls just to receive a diagnosis for my car. Repeated attempts to get updates and when they would even start to work on my car were met with vague responses or no response at all.

I specifically requested to speak with the service manager, and while he finally called me on the morning of day three, this was only after I had already made multiple requests for a callback the previous day. When I arrived to pick up my vehicle, he attempted to speak with me again, but by that point, I had no interest in further discussion. If my time and concerns were not a priority during the process, I saw no reason to entertain last-minute damage control.

Throughout this frustrating ordeal, my assigned service advisor, Mike Senior, never once called me with an update- and I was never told when I could expect to have a car again, or given any reasonable accommodation in the mean time. Other service members, including Reuben and Ben, were unhelpful in providing any clear timeline or information. The dealership ultimately waived the diagnostic fee, which was the absolute least they could do given the poor experience.

I will be taking my vehicle elsewhere for service going forward. Special NO THANKS to Austin (Service Manager), Mike Senior, Reuben, and Ben. If you value your time and expect even basic communication, avoid this dealership’s service department.

EDIT post comment from the owner:

I feel the need to edit as the response is disappointing and further proves my point of dishonesty and lack of communication. The service manager called me the morning of me picking up my vehicle, not the day before as was stated. Additionally, I was never quoted an estimated completion time at drop off. The reason I never requested one was I previously had serviced here and had same day diagnosis and pick up of my car. At any point of the 4+ phone calls of me trying to get an estimate of when my car would be done, I would have known what to expect but my car wasn’t even looked at until day 2 and multiple...

First off, we are a multi-generation McKinney family. It made sense to shop at our local Bob Tomes, as we had already purchased an F250 there back in 2017. We went in knowing the model we were interested in (F150), and were looking to purchase before the end of the year for my construction company. Long story short after a couple of hours we walked out never wanting to purchase a vehicle here again. It was the same ol dealership runaround, except worse. When walking back to my vehicle to leave the salesman asked if we wanted to speak to the manager. I accepted and we went back in. We were not greeted by the manager, we did not sit down in a private office. Instead we were escorted to the salesman small room with the manager sitting behind a tall desk and 4-5 other salesman in there. He proceeded to talk down on us and tell us what kind of truck we were looking for. Never once asking any details of what we were looking for, or how much we going to put down. Instead he had an attitude and was extremely disrespectful. I replied, “That’s fine, we will do more research and look at other dealerships, and that we didn’t need to buy the truck there that evening.” He responded “So you’re going to drive around town looking for a truck? Good luck finding one before the end of the year.” He said that because he knew we were trying to purchase for my company as a tax write-off before the end of the year. The whole situation was completely unprofessional and disrespectful. We were ready to walk in and purchase a new truck and instead left never wanting to return to our local dealership again. That experience left a bad taste in my mouth to this day. To make matters worse I called the dealership the next day to get the GM info, and I got an email address. I sent an email asking to speak with the GM about our experience and never received a call, email, text, anything back. Don’t fall for their fake prices online. Shop around and find a better dealership who treats you with respect and like they want to sell one of the 100’s of vehicles they need to sell on their lots. New vehicles are already expensive, don’t waste time with...