Robert Horne Ford

by Louis Porcelli on 02/08/2023

They made me an offer for my vehicle but did not want to pay me when I bought it in to give it to them. Instead they presented me with a MICKEY MOUSE piece of paper labeled Check Request that didn't even look official. They were going to keep my vehicle and once the Check Request was approved by the "Corporate Office", (which I can't seem to locate other then at the dealership), I would be mailed a check, in 10 to 20 BUSINESS DAYS! So they wanted to keep my vehicle for a month while I waited for a check. Needless to say I terminated the transaction, and 1..I'll never sell Robert Horne a vehicle again and 2..given the incompetent way their Sale Department is run, will never purchase another vehicle from them again either. I say to anyone thinking if either buying or selling a vehicle to Robert Horne, DO NOT DO IT!

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by Dan Stebbins on 05/02/2022

I experienced the worst customer service at Robert Horne Ford Service Department. I made an appointment to bring my car in for service on a Tuesday morning. I asked the assigned Service Advisor (Brandon K.) to call later that day to let me know how long they may need to keep my vehicle after their initial inspection. I did not receive a call later that day. I called on Wednesday afternoon to speak to my Service Advisor, but I was told he was busy at that time but he would call me back soon. I did not get a call back on Wednesday. I called back Thursday morning and I was told again that my Service Advisor was on a call, but he would call me back very soon. He did not call me back, so I called back at 4:30 PM and I asked to speak to the Manager of the Service Department. The man identified himself as Todd on the phone. I explained the situation and the lack of communication for the previous days. Todd said my vehicle was in the shop at that moment and that he would go speak to the Technician that was working on the vehicle and call me back within 10 minutes. I never received a call back that day. On Friday morning I decided to go back in person to the Service Department to determine what was going on. I asked to speak to the Service Manager, Todd, but was told he was in a meeting. But was told I could speak the another Manager named Mike. I explained to the situation to Mike and he went in the shop to get me an update. A few minutes later, a very apologetic Mike explained to me that my vehicle was not worked on at all since I dropped it off four days prior. He indicated that my car was #3 in line today for work. He provided me a copy of my work order which also showed no work had been done and he said there was excuses and they should have called with updates. I simply asked for my keys to take my vehicle elsewhere. It was most disappointing to have the Service Manager (Todd) tell me on Wednesday that they were actively working on my car at that moment. Clearly this Service Department has zero clue what customer service is and is not a trustworthy establishment. You will see many available appointments on their online self-service website. Clearly having an appointment means nothing. I spoke to another of their customers on the day I picked up my vehicle and he said that this location was notorious for bad service.

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by Smittythe8th on 07/08/2021

A 1 hour and 15 minute service took 2 hours and 30 minutes. The works include tire rotation but the tires were not rotated.

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by Phillip Flores on 05/25/2021

I started by calling them up and asking if they had a Bronco Sport Badlands in stock. They had one and I made an appointment to come test drive it. Went out with my wife and the Sales Person Bruce had no knowledge of this car at all. Once we got back from the test drive we went in to talk numbers. I told them the deal I wanted and also asked if they would take off the dealer add ons "you know that extra sticker the dealer puts on and charges 500% markup for" because I noticed this car had none of them installed yet. The sales person without even trying said no they will not and called over "the closer" who said it was company policy. I asked "who Ford" they replied "No Horne" I asked well let me speak to them. After laughing I said well this is my offer and they basically said no. I went on my way and the next day they called me and made an offer which was basically giving me a credit for the add ons. I said sure and put a $1,000 deposit down and setup an appointment to pick it up the next day. Well the day got away from me and said I will be out the following day and called\text to let them know we were on our way "we are 90 minutes away". We pulled up and to our surprise the Bronco was not there for us to ooze over "you know that moment you just want to touch it and see it". Well we went inside and I had a coupon they sent me via email for $400 off accessories. I showed it to Bruce and he said no they will not do that to which I replied sternly "you know what I want is instead of you shooting this down just tell me let me check for you" but he just was combative for some reason. He came back and said like I said... He then put one of the keys for the bronco on the table and slid it to my wife. As I watched it cross the table I noticed something strange about the key and as my wife picked it up "she had noticed it as well and said its ok". I replied "no it's not" the key was sticky from whatever stickers were on it and half of the label was still left on it. I gave him the key and gave him the old "unacceptable" speech. He took the key and we didn't see him for over 30 minutes until he said it was time to go into finance. We went in and the finance explained to us that he had jumped us in front of the line to which I said "sorry but I didn't see anyone else in the dealership". We finally signed the paperwork after the hard sale of misc products and my wife started to write the down payment check and as she handed it to me she said "don't give this to them until you see the truck" this is important. She left me at the dealership because she had another appointment to go to. Well as we finished signing the Bruce comes in and says lets go get your Bronco. We go out and he is as shocked as I am. We had been there over an hour and all they were doing was detailing the car. Bruce goes back to service and 25 minutes later comes out with some excuse about window etc... As I expressed my dissatisfaction about the way this car was being delivered. Also in the delivery location to where they show you how to operate the car there were 3 non ford used cars parked there so they would not be able to give me a proper delivery which did not sit well with me. As I expressed my dissatisfaction he looked at me and said "this is not my fault" I looked at him and said "you work for them so yes this is just as much your issue as it is theirs." After another 30 minutes I walked back into finance who was on his personal phone and would not acknowledge me. I walked away lingering just out of his view and he puts his phone down I went into him. I threw the paperwork and keys on his desk and said "cancel my order" he said "wait let me talk to the GM" I said too late I am out. I started walking toward the street "no mind you they are in the middle of nowhere" the circle K was the closet oasis a mile away. I walked over there and ordered an uber "because remember my wife left and I am over 90 minutes from home. I got a call from one of the managers and he said we will refund you down payment. There is more from here but what prompted this was I received letter telling me I did not qualify for the loan now mind you my credit score is 838 and I have no debt at all. I think this was they way they justified me not taking the car. I also went out a week later and bought a brand new Jeep 4xe which was more than 10G more than the Bronco with no issue. LOL I would run and stay away from these guys. This is my warning to you.

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by My Ford on 04/05/2021

I had a 7 am appointment, and at 7:40 I was given an estimate to have the brakes repaired on My 2015 F150. I was told it would take 2 to 3 hours to complete the job, so I agreed to have the work done. At 1:30, I called the dealer to see if My truck was done. after all, it was more than 2 hours past the time they told Me it would be ready. At 3, I got a call telling me it would be done in about another hour. The job wasn't completed until after 4:30, so needless to say, I wasn't happy with that experience. The excuse I got was, they pulled the mechanic from My job, to do another job. Unexcusable in My opinion. They did give Me a discount on the final bill.

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by Jomama13 on 11/24/2020

Scheduled an oil change appointment for 10:00am. Dropped off truck at 10 and requested a courtesy wash after the oil change. Returned to dealer at 12:00 truck was waiting out front but had not been cleaned yet. Truck was taken to get washed. An hour later I was still waiting.

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by Terrible customer service on 10/02/2020

I have had a few issues with my new truck I purchased. Been trying to talk with the General Manager or any manager. I was told several times that Billy Wittman had my message and that he would be in contact with me. That has been way over a month ago. Terrible workmanship on the repairs that were done.

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by Anonymous on 08/21/2020

Staff are very welcoming and helpful.

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by Barbara on 08/13/2020

The work was done in about an hour and 1/2. On the way home, I discovered that the mileage indicator on my dash was not lit up. Later on, as I used my console, the opening for the small container was not working, even though it had been corrected. I called 2 days later, and was told to bring my car back in. While I was waiting to get service, Matt helped me and in about 5 minutes, had everything fixed.! He was polite , efficient , and professional

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by Zach Boehme on 08/13/2020

The sales process was as to be expected, however my experience after the sale was subpar. My value of a dealership is heavily weighed upon their level of accessibility and trustworthiness after you’ve done a deal. After purchasing my vehicle, I had the vehicle inspected at an independent shop. I had to replace multiple components that were either at borderline failure status or at the failed status. I was assured throughout the sale process that this vehicle was “solid” and “good to go”. Having an inspection prior to the sale would have alleviated these extra costs incurred or could have assisted in negotiating a lower price. However, I feel that a reputable dealership would have taken the time to either address the marginal components and either repair them or disclose the issue and make them reflective in the sale price.

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by Lisa Storms on 05/04/2020

Used the service department and all was so smooth and friendly couldn’t of asked for a better experience. I highly recommend Jason he was fantastic.

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by Randall on 12/25/2019

I recently took my ford focus in for inspection and servicing. I am very pleased with Robert Horne service department. They professionally serviced my car and it runs great. Thank you for your excellent service.

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by Gary Reau on 12/16/2019

Had my 2005 escape serviced oil tires rotation the works. Was told battery was checked out and all ok. 7 days later car battery dead. Low on water Need new battery.

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by Eiberger on 05/14/2019

Unprofessional customer service. Rude, unorganized and they wasted my time.

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by Wingfixer2 on 04/12/2019

I really did not come in to buy a new truck. I just wanted to shop around and see what all was available, colors, prices , etc. I met with Cindy. There was no pressure. Showed me a few trucks and offered me a fair trade in value for my 05 F350. It's always hard to down size. The group made it all possible. I'll be back Burl Hanchett

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by Larry on 03/26/2019

Booked an online oil change appointment, when I didn't receive a confirmation assumed it didn't work. Called the dealership and was informed that my online submission did not show up. Which is fine could have been my mistake. They offered to book an appointment for me later that day at 12:30. I told the service agent that I had a tee time booked,so as long as they could complete the oil change by 2pm then 12:30 was fine. I was assured that I would out before 2. I arrived early thinking I might get in earlier, completed the paperwork, and was told it wouldn't take longer than a 1 1/2 hours. Imagine my surprise when walking around the parking lot I see my truck still sitting outside an hour and a half after dropping it off. I approached the service agent and expressed my displeasure and was informed it would be completed by 2. Well to make a long story short, my truck finally went at 1:45 I missed my tee time fortunately the golf course refunded the majority of my green fee. Obviously an appointment or the customers time doesn't mean anything. Have recommended in the past, but don't see that happening again

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by rc on 01/15/2019

I Can not believe a Dealership that would allow a Salesperson to be arrogant and insulting then Defend him and give a 20 -25 minute lecture to the customers on how a dealerships works and how long he had been in the business,and how Horne asked him to come work for them. In addition how KBB is not the base for data buying and selling vehicles. I would not have stayed and listen to his lecture and belittling my wife and I if it wasn't for my grandson wanting a certain truck. I will never step foot on a Horne lot again (note I have bought several vehicles from the Horne Show low Chevrolet in the past). I am not going to get into the details, conversations, or words that were exchanged I am only going to express that anyone I know looking for a vehicle to avoid the Horne family of dealerships. In closing My wife and I both are educated and hold various college degrees, and for us to be lectured on how a car dealership has the right to make money and we as consumers seem to forget. That truly shows how arrogant a dealership can be. Let us briefly highlight why consumers believe this way 1. Doc fee of 499.00 when they hire an outside Third party to do the MVD paperwork 50.00 2. Gap insurance. in directly letting you know they have ripped you of in the first place. 3. Let us not forget the Auto butler (car wash service). 4. Warranty protection 100,000 mile or so many years First years on a new car are already warranted by the manufacture for the first 36,000 which leaves 64,000 warrant for the price of 100,000. 5. Let us not forget the fact of how much they get for financing that car from banks ,Credit union, etc... The higher the rate they give you the more they get. 6. alarms and such at a huge mark up. Finally fell sorry for the dealerships because they themselves over a course of time have caused there own demise.

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by JustBadAz on 09/14/2018

Pleasant, informed Service Advisor kept me advised

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by VVVVVVVVV on 08/23/2018

EXCELLENT overtime with Mgr Daniel in Quick Lane, even though I just spent $1500.

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by Laurie H on 07/29/2018

Having to replace my Ford F250 2006, after an accident I found Robert Horn Ford very helpful. I was able to upgrade to a used 2009 F250 Super Duty Diesel pickup truck, with very low milage and price range thst worked for me. I would highly recommend buying a vehicle from Robert Horn Ford and their team. Thank you for your help.in such a trying time.

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by dakota3827 on 05/11/2018

Quick oil change with appt. Employees always polite. No popcorn being made(what a bummer).

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