Rountree Ford Service Center

Kathryn Gaines

★★★★★

3 years ago

Kevin Holland was my Service Advisor for my visit with Rountree Ford. I made an appointment online where they were coming to pick up my vehicle. When I called to see when they were coming, I got Kevin who was my advisor. He said they hadn’t done that service since Covid. Kevin told me that since I had made the appointment online, he would honor it. He told me to come in that afternoon and he would get my car taken care of. When I arrived, I was greeted by many of the different advisors to make sure I was being helped. Kevin got my car completed and back on the road quickly. He also had my car washed!! Great experience!! Thanks so much Kevin and Rountree.

Wanda

★★★★★

a year ago

Kyle and the Ford service department were awesome. We’re from out of state and our truck broke down. Called them up on a Saturday we towed it to their shop and they did a diagnostic test and was able to get the truck out by Wednesday to attend our granddaughters wedding on Friday in TX. Thank you again

ada collins

★★☆☆☆

2 years ago

I was treated so rudely by an older gentleman, when I dropped my car off for repair for 8am. I did not mention his name because he failed to tell me. Asked me 3 times if getting my door latch fixed was all I needed. As if I was Joe Dirt. So I went in to inform him that I reset the oil change beep, so they wouldn't have to. Opened my mouth and was shut down by him saying, "ma'am we will get to you in a minute. If you're dropping off, just leave the keys in the car." Inforned him, he just saw me and let him know of the reset. Unsure and fearful now, of leaving my car.

Lydia

★☆☆☆☆

3 years ago

Initially brought vehicle in for engine replaced Aug 22 with service advisor Danny. This was quick. Took two weeks between service techs, warranty inspection, ordering and installation. My vehicle was returned with a check engine light on, very loud (and was told that day that was just how the car was supposed to sound), the air conditioning system was no longer getting cold, and would start to smell of exhaust by the front doors and burning oil. I returned the vehicle. The service team failed to correctly install gasket along the exhaust system, had left an oil leak on the new engine, did not refill the refrigerant to the correct level, and had ungrounded the PCM. The PCM was backordered until Nov 18. No offer was made for another vehicle or a rental car. Called on Nov 18 near close because I had not heard anything about my vehicle and was told the part would be in November 25. Was called by service advisor Chandler and told car was ready for pickup on Nov 28, went to pick up car and was told I needed to pay for the work done that was actually from their service team failing to do the job correctly. When I told Chandler I would not be paying for that, he said he would talk to his service manager, Tyler. Chandler then came back and stated that he would resubmit a ticket to my warranty company, include the necessary deductible in the quote, and get them to pay for it. Clearly this is a terribly crooked plan to extort money from the warranty company instead of admitting fault and accepting responsibility. Chandler stated that I would be able to pick up the vehicle as soon as they worked it out and told me he would call the next day, and did not. I called Dec 2 and was told Chandler was busy and forwarded to Tyler's answering service. My call was left unreturned by both. December 5 I called again. Spoke to a service advisor that had no idea what was going on. Was told I needed to pay my deductible when I came to pick up my vehicle. I stated that was not going to happen. Was told that the service advisor would call me back after speaking with the service manager Tyler. Tyler returned my call. He stated that my vehicle was ready and I would not be paying anything out of pocket to pick up the vehicle. When I explained all the stress and grief that this whole experience had caused, he only said sorry. My vehicle was up there so long that my inspection sticker had gone out, there was no attempt to provide excellent customer server. There was no offer for a car wash or oil change. There was no budge whatsoever except for "Sorry". I understand that my vehicle had a faulty part, and I was okay with that. But the terrible customer service received when dealing with everything following is unacceptable and disappointing I've owned Ford vehicles for the entirety of my driving time. But this will likely be the last one I ever own. This was a wholely disgusting and stressful experience especially for a woman who is pregnant. They couldn't even be bothered to write my name correctly or record my correct phone number when it was given to them multiple times. Absolutely disgusting customer service. This will very well be the last Ford I ever own after having owned nothing but fords for the entirety of my driving time.

Aaron Heins

★☆☆☆☆

Edited 2 years ago

Horrible! They had my truck for almost 6 months. For something easy to fix and gave me the run around every time I called. The service agent is no longer there that was helping me at first but nothing changed when someone else took over. The lack of customer service and leadership at this establishment is some of the worst I've ever had to deal with and I'm a pretty easy guy to deal with. I'm looking at all the horrible reviews and wow, there's so many and it all makes sense to me now. Should have checked this before handing them my keys. Hard lesson learned.

Caleb Moreno

★☆☆☆☆

2 years ago

Pretty bad service. Got bigger tires on my truck and they said they could recalibrate my speedometer to be more accurate (speedometer would show 60mph, but my actual speed was 67mph). They "calibrated" it and then I went to drive it home but the speedometer had not changed one bit. I took it back asking them to either fix the problem or give me a refund. The service manager, Tyler, stated they had done what I asked them to do and refused to give me a refund since the service was done (even though my speedometer still was reading just as inaccurate as before). The service assistant told me beforehand that I would not be charged if there was no change in the speedometer reading after they did what they could (I knew the readings were not going to be quite exact after the calibration, but it still read 67mph when the speedometer showed 60mph.) Despite my explanation of what the assistant told me, the manager would not give me any of my money back and the assistant said she had never told me I wouldn't be charged if the problem wasn't fixed. The whole situation was poorly handled, and there was a huge lack of integrity going on. Also, the service manager was fairly rude and was not apologetic at all. $215 dollars went down the drain for a "fix" that did not fix the problem, and Rountree Ford lost a long-time customer.

Seth Steele

★☆☆☆☆

2 years ago

I brought my vehicle in the first time for an appointment on monday and the service writer said it would be done in 4 days, 5 at the latest depending on parts. This service writer will not only lie, but make inappropriate jokes and he is overall rude and does not show he cares about his customers, even though that pays his commission. I called for an update on the 5th day and he tells me I cannot pick my car up. So I do, they have not touched the car even for a test drive. Or a simple computer update. The service manager reaches back out to me, tells me it’s actually a 7 day wait just for someone to look at the car. To rectify me being lied to and to earn my business, he says to bring my car back in and he will expedite the repair due to poor service. Today is the end of the 3rd day. I called for an update and the service manager tells me he isn’t involved with these cars from start to finish. I get a call back 3 hours later for them to tell me it still hasn’t even been test drove. I had to explain to the 3rd service writer I’ve talked to how to do the pcm update. I am a tech myself and this girl had a work order for changing axle bolts and axle housings when all the recall is, is a simple update. The service writes have little knowledge of these cars and the issues, I literally had to tell this girl how to do her job, and she made the joke “you should work for us since you know what your talking about”From the wait time the techs evidently don’t know what time management is.These people have no intention of taking care of the customers that pay their paychecks! Take your business to someone who cares!!!!

Tloria McDavid

★☆☆☆☆

5 years ago

I bought a used 2019 convertible Mustang from Rountree Ford they tried to do so much add-on paint protection not a good place to buy a car I don't recommended I give him a one and a half

Sierra H.

★☆☆☆☆

a year ago

Longest oil change I've ever had anywhere. Almost 3 hours and counting. The vehicle has been sitting in service bay for over an hour, at least. I would give 0 stars if I could. Definitely go elsewhere for service.

Andrew Banker

★☆☆☆☆

2 years ago

Disappointed with my first service department experience since buying a 2023 Expedition. Went on a Saturday, and they asked me to bring it back on Monday when they had the technicians there to evaluate my problem. The guy at the front told me that they'd have it back to me at the end of the day if I dropped it off in the morning. Went back in the morning as instructed, and now they're saying that I need to leave it for 3-4 days. Can't do that right now, and I understand that they just got busier than expected. I asked to make an appointment, and he tells me that I can make one, and bring it on my appointment day, but that I'd still need to leave it 3-4 days. Seems very strange to offer appointment, but still just put people in the same line while their vehicle is there. I felt I was in the car rental scene from Seinfeld. This is my first Ford -- I've had a lot of experience in the service departments of Kia, Toyota, and Volvo over the years with zero complaints. Probably going to be my last Ford if this is how it is. Hopefully things are run more efficiently at the Bossier or Minden dealers...

Craig Ponthieux

★☆☆☆☆

2 years ago

Made an appointment for 7am to bring my truck in. When I got there I was told that it would be 5-7 days before a technician could run a test and see what was going on. He said that the appointment was just for me to tell him what was going on and drop off my truck. That’s not an appointment for it to be serviced. So now I am just a little upset but no big deal i asked if I could get a loaner or rental since I have work and can’t go that long without a vehicle. He said that they don’t offer loaners and the warranty coverage and most insurance companies won’t pay until a diagnostic test is done(which would be 5-7days before they can do it). So I asked if they are going to reimburse me for the rental since they want to hold my truck and not run a test for me to get a rental until 5-7 days later. His response was no that’s not their responsibility. The guy was rude all the way around and basically was just like I don’t care you can leave the truck or not but 5-7 days till you know what’s wrong and you are responsible for your own transportation while it sits here. If my truck was a few years old it would be a little different, but this is a new truck that has only 4 payments made towards it. Do not waste your time at this place because it’s a joke. I had an oil change done last month and it was a 3 hours wait and it cost $110. Not the fastest like their website says.

Charlie Naiser

★☆☆☆☆

a year ago

Brought my 2020 F-250 in due to misfires & check engine light. I was told it needed a cam shaft replacement due to worn lobe, repair time would be an estimated 9 days. I agreed to the repair. I received a phone call 2 days later that the truck was ready & good to go. I paid for the rather expensive repair only to find out the vehicle had the exact same symptoms upon leaving Rountree, misfires & check engine light. I returned the vehicle, and this time I was told it now needed catalytic converters. I asked why this wasn't detected when they previously had the vehicle and/or if the cam shaft repair was necessary. I received the response that the cam shaft had to be repaired to find the cat converter issue, yet they didn't find it, I did within minutes of leaving the service center. 13 days later, after not hearing any updates & not being able to get ahold of service advisor via phone, I drove to the service center. I was told cat converters had just come in that morning, but it would be another 3-4 days before it was ready. I declined to wait, as I already had another repair shop that had cat converters in stock & could get it done that day. After the service advisor checked w/ his manager about my special-order cat converters, they agreed to finish repairs that same day. After leaving the facility after a 2nd expensive repair, vehicle still had misfire counts. This is after they had the vehicle for a total of 16 days of repairs & said the vehicle was ready twice. I returned the vehicle again to the service center, third times a charm, right? This time I was told it was a throttle body sticking. They would cover labor if I paid for parts. I asked to speak to the manager. Service Lane Manager said he wanted his shop foreman to look at the vehicle "before you pay for parts that you don't need". This comment was made as he wasn't sure if the throttle body was the continuing cause of the misfires. Yet his service advisor had already wanted me to pay for the parts. After another 13 days of diagnostic testing, it was determined it was a coil wire that was bad. Upon leaving the shop for the 3rd time, 29 days of repair/diagnostics, still registering misfires. To top it all off, when I dropped it off the 3rd time, the service advisor forged my signature on their authorization for repair & financial responsibility. Brought this up to the Service Manager, and the response was a flippant response that if I choose to file a report about the forgery, she will have their legal department look at it. Till then, she didn't seem to care about the deceptive business practices going on in her service department. After all the "repairs" for the same symptoms & this forgery of documents, I wonder if any of the repairs were even performed or performed correctly. I will not take my vehicle back here under any circumstance.

Stephanie Graham

★☆☆☆☆

a year ago

I can’t say enough bad things about this place. This review will not matter to them but will hopefully bring me some peace. I bought a 2019 ford expedition from round tree brand new. It had a faulty transmission that they never found issues with. When the vehicle finally almost had me killed we took it to Wray ford and they rebuilt the transmission. The cost was almost 8k. Ford agreed to cover half as they sold me a faulty vehicle. Now i can’t get roundtree ford to even look at the transmission. I had an appointment and it’s been there for seven days without being looked at. I can’t get any updates until I call and beg for an update and now they’re telling me it could be another 4 to 5 days before they can even look at it.DO NOT DO BUSINESS WITH THIS DEALERSHIP

Tim Smith

★☆☆☆☆

a year ago

8 months ago I had a bad experience with the service department and was given a free oil service for the inconvenience. I used that free oil service today and lucked out they didn’t lock up my computer and leave my truck useless. They did smear oil all over my truck again and do that very well I might add. They use their oil soaked rags and wipe down your vehicle from the hand prints left all over. Not sure why they don’t use fender skirts to protect from this issue. I had to wash my truck when I left. Service writer offered to wipe it down with bathroom towels and scratch the paint. I passed on that offer. I won’t be going back and only recommend Roundtree is if you want a filthy vehicle with oil smears all over it.

Elena Pascua

★★☆☆☆

11 months ago

I take my car and truck here for services. The last time I brought my Lincoln for oil changed, I waited 4 hours which they said should only take 1 hour. This past Saturday 4.19, I brought it again for oil changed and I waited outside for at least 30 minutes for someone to come help me but no one ever came out. Some of the mechanics and service advisor kept telling me that someone will be right with me but no one ever came. I walked inside and told them I been waiting for someone to come talked to me and the person I talked to said “ why didn’t you come inside”? I didn’t know that’s how they do things now, they usually come out and asked how they can help you. Wray Ford service advisors come out and ask how they could help. I came for oil changed and on top of that, they changed my brake pads so I was like begging them to take my $400.

Maddie Teddie

★☆☆☆☆

9 months ago

They lied about doing maintenance to my vehicle. I marked my tires payed for a rotation only to find them in the same spot… then they lied about the reason stating “one of my tires had a plug so couldn’t rotate” the tire they told me had a plug was brand new (as of a month prior). They also said they fixed my rear differential leak… guess what was still leaking. Also said they replaced my brake rotators… guess what was also a lie. Asked for pictures of a side by side comparison from old to new parts and never got a single one.

articwolf5489

★★☆☆☆

Edited 9 months ago

update 6/5/25 - Came back for service 3 years later for some issues and a new staff that seem to be way worried with surveys and how good they did as if the job depended on it. Extremely overpriced for the items recommended. The work is done fairly quick on the items I wanted done, but did get some of the other work elsewhere for a better prices. JUST A DIFFRENT VIBE THIS GO AROUND. > END. The Service department did a great job , and the customer service I had with Danny was great. He worked with my dealer warranty service and made things much easier. This facility is much better than the Bossier city FORD service location, and the people treat you much better. Thanks again Danny.