Legacy Ford — Local services in Rosenberg

I basically drove an hour on my only off day, to have mediocre lunch at this dealership. Countless times and to multiple individuals that I came in contact with I informed that this is my only day off, I would like to start the process and at least know if there is an approval on the table before making such a journey. I was passed from sales person to internet manager, and was guaranteed approval. Discussed down payment, and given a rate though not exact an estimate of my note. I was assured and reassured that I was simply coming in to test drive and then speak with finance to finalize numbers. That couldn’t have been more inaccurate. My appointment was set for 1:30pm, at 1:33 I was looking for parking but being called to confirm if I was still coming in. But it was not disclosed that the vehicle that I was coming in for. Was sold that morning. I was told because I was on such a crunch for time to send all paperwork over, which I did beforehand. Inaccuracy. I was informed the cars that potentially I was interested would be pulled around. Inaccuracy. Optimistic, I thought that things happen it could have just been a busy morning. The lobby was ghetto, the receptionist was cursing on her personal phone. Other customers cursing at salespeople for being rude . Meanwhile there’s a kitchen in the middle of the showroom floor . After the test drive of a vehicle that I ended up liking, that was in the same range of the vehicle, and had recently been reduced , I sat and waited. I have about a 2 hour window and ran through that rather quickly before having to let them know I’d have to come back . About 15 mins into my drive back into town, I get a text message telling me that I was approved for a vehicle I never saw, showed interest in, or was even made aware. So how did they approve me for that?

The entire time I was looking at at midsized SUVS. The car that they came back with an approval for was a 2door Dodge challenger. My next options were a Nissan Kicks and Chevrolet Trax. The car originally that I stopped in for was a Ford Mustang Mach E, then a Mercedes GL. Understandably sometimes people have different credit restrictions or capabilities. But if I’ve given you authorization to run my credit before I get there to avoid then why not take if to avoid upsetting a customer. But the thought of getting a customer in, and then bullying them into a vehicle with the promise of upgrading in a few months when realistically that’s never done. Its dishonest and frustrating because they harass you to get in when in that time they could have been verifying if the promises made were even doable or if the car was even available Then on top of that I was asked to come up with 2.5 times more of a down payment than I originally came into the dealership to spend. I informed them if they could work with me and defer the down payment 2 weeks then sure. They immediately came back with no. And asked for a cosignor , while blaming everything on the banks. I’ve not been in contact with the banks, I’ve been speaking with your personnel as the liaison. The POC and liaison was in charge of providing true and accurate information and they were unsuccessful in doing so resulting in an awful experience and someone who will always tell others of this story so that others won’t have their time wasted. In this age and the economy that we’re currently in, consumers should be given more respect for their time, especially when it’s disclosed on multiple occasions where they stand. All of these questions were asked and would have saved me time and copious amounts of frustration . The internet Director , Edwin (sales rep) were amazing at following up and confirming that my time would be wasted. They completely dropped the ball when it came to setting realistic expectations, underpromising and overdelivering, proactively listening to customer concerns, and accountability. Don’t waste your time, unless you just want to go have a torta in an uncomfortable...

I purchased a Ford F150 lightning on Saturday 11/23. I arrived shortly before 10 and was done signing before 1 pm. That was the only pain free part of this experience.

My salesman, Martin, told me the truck would be ready to drive off in 30 minutes to an hour. I had some errands to run and don't like sitting around a dealership. I asked him what time they closed, and he said 8 pm. I told him I would be back to pick it up between 5 and 6. I texted him on my way back, to let him know I was on my way. Upon arriving he came out and told me the service department "dipped" at 1 and didn't finish my truck. I kindly asked when it would be ready. Martin said Monday by 11. I left.

Monday I text Martin to verify we were on track he answered "looking good". I drive out there at 11 to find that the car is not ready. He tells me there was some sort of recall - they are fixing. I am now annoyed, I adjusted my work schedule Saturday and Monday to accommodate, I simply ask him to go find a time that my truck will be ready. Martin comes back with between 5 and 6 tonight. I show back up at 5:45 to find out that my truck is waiting for the bed liner. I speak to Joe the aftermarket parts guy and he is at least apologetic he tells me the truck will be back at dealership Tuesday at 10.

I show back up Tuesday at 10 and the truck is again not at the dealership. They scramble and we take a loaner to go pick up my truck from the bed liners place, this is again wasting my time but I was happy to go get my truck.

I drive off finally 4 days after I purchased the vehicle. I wasn't going to leave a review at all and just chalk it up to disorganization and bad luck.

Then yesterday, I text Martin to ask that in the action of driving my car to the dealership and back if my son had left his Nintendo Switch in the glove box of my trade in. I could see on my app that it was still at the dealership and simply asked him to check. He said "got it". 2 hours later I text him to follow up he said I checked and it's not there. I am going to ask the used car manager to give it a better look.

At this point due to my prior experience with Martin and his lack of professionalism and organization I had a hunch he was lying, and hadn't checked at all. I decide to go check, I run into Martin in the parking lot and he looks like a deer in the headlights. He says "you showed up?" He then tells me my car is at the back of the lot. I walk back there and guess what was in the glove box- my sons Nintendo Switch. This is unacceptable with customer service.

I made 5 trips to buy an 80k truck, the lack of follow up, the disorganization and the flat out lying is a terrible look. I am happy about my truck, it's nice- but will tell anyone that asks to look somewhere else when buying.

Update- when purchasing my truck it was supposed to have a pro charger installed at my house as part of the purchase. It has now been over 2 months since purchasing my vehicle and it still has not arrived. I have called and spoken with Martin, my salesman and he didn't even know how or when I was supposed to get the charger. He did some "research" and said that i would get an email to sign up for it. Well to this date no email has come.

Update, the service manager Marty was fantastic and went above and beyond to get this rectified. He went out of his way to secure the charger, overcommunicated and swooped in and saved the day. What took others a couple of months Marty got resolved in days. Thank you Legacy Ford for...

I chose Legacy Ford to have warranty work done on my 2017 F150 under my soon to expire Ford ESP Warranty (Platinum) based on my previous experience there for warranty work, which had been a very positive experience. Not so much this time…

My primary issues were 3 bad tire pressure monitor sensors, clicking and bad auto alignment of the side view mirrors and wind noise coming from the rear window. I also mentioned an issue with the tailgate not opening/unlocking periodically but wasn’t expecting them to find that issue because it was intermittent.

My first unpleasant surprise was when the service writer informed me of all the “diagnostic “ charges that I would be liable for if they determined that the issues were not covered by the ESP warranty, or they could not determine that there was a warranty issue. I immediately told him to ignore the intermittent tailgate issue. He then told me that there was a service bulletin on the side view mirror that indicated that reprogramming both mirrors should fix the problem but the reprogramming was not covered by the warranty. The cost for reprogramming was $180 and if that did not fix the issue then they would look at the warranteed mirror motors. Bear in mind that this same issue was supposed to have been fixed the last time I had my truck in for warranty work.

As far as the TPMS sensors went, I was told that they would need to be diagnosed and if it turned out that they were “broken” instead of malfunctioning then I would be liable for diagnostic and repair costs of over $600… it turned out that they were malfunctioning and were covered by the warranty.

Last, but not least, was the wind noise from the back window. The service writer showed me that the top track for the sliding rear window had come loose and that there was a gap between the top of the sliding window and the main body of the rear window. Turns out that it was only held in place by 4 small pieces of 2 sided tape and possibly some glue, all of which had failed and come loose. Surely you would expect something like that to be covered by Ford’s “bumper to bumper” Platinum ESP warranty, but the service writer said no, the warranty didn’t cover “glass” and to repair the issue would require replacing the whole rear window for around $1300. He did offer to have an auto glass company look at it to see if they could reattach the top track (at my cost) though.

Since then, I have researched thi issue and found that it is fairly common on F150’s with sliding rear windows and fixed it myself but the point is that this issue was caused by poor design and/or poor materials and should have been covered by the Ford ESP warranty.

In the end, I think that the service writer sensed that I was very mad and totally dissatisfied with my latest experience so he waved the diagnostic fees and $100 deductible. That is why I gave 4 stars for this review instead of the minimum 1 star.

As I mentioned, this was a totally different experience than I had from my previous warranty work under Ford ESP on this truck and my previous F150. Before my latest visit I felt good about purchasing the Ford ESP warranty and that Ford stood behind their product. This time, I felt like they were trying to do as little as possible while charging me as much as possible for things that were obviously warranty items.

I will think long and hard before buying another Ford ESP warranty and, perhaps, any other...