Bob Tomes Ford

Still happy with this place since we arrived in Texas two and a half years ago. Always have my truck serviced here. Recently got rid of our 2013 Infiniti JX35 and trade UP to a 2016 Ford Explorer Platinum. Love this car! Thanks Bob Tomes for an excellent sales and service experience.

I visited the dealership with my husband to purchase a new vehicle. I would say our overall experience was good. We had a few credit related issues but Tanner was able to make sure we received a loan at a fair rate. I’m removing a two stars based on the below:
1) There was confusion with their finance department on what an ITIN and SSN are, legal permanent residents do have the right to finance a vehicle, but their finance department had an issue with understanding this, even though I showed them my permanent resident card!
In the end, my husband had to finance a vehicle on his own, but I’m wondering how much business this dealership has lost due to these type of misunderstandings. I hate that a bunch of credit checks were ran for myself, even though due to their misinformation I was unable to receive a loan. Why run credit checks if you already think I’m unable to finance a vehicle?
Additionally, the finance department received incorrect information regarding our credit file, but we were able to sort this out.
2) We spent hours waiting around. It would’ve been great if we were offered some sort of refreshments or were informed of the refreshment area (we eventually found it on our own).
Other than the above, I would say we had a good experience. Kudos to Tanner Nguyen for his help and customer service skills.
I am reposting my review since for some reason it was flagged.

Amazing car buying experience. This is the 3^rd car I’ve bought here and they really go the extra mile to make sure you’re happy

Service department is inattentive and rude. As you can see from all the other feedback. Avoid it. I want another Ford shop in McKinney.
Sales? Bait and switch artists (aka «just sold» vehicles and «cars out on loan to valued customers») when you go to see vehicles that they tell you are available. Frankly insulting communications. I am still not sure if it’s fraudulent dishonesty and disrespect, or flat out ineptitude. Either way, I wouldn’t buy another car from these clowns if they were giving it away. Stay clear.
PS: Brandon (not Bob) Tomes — I have written to you directly, so hope to hear back. If you can help me get my Expedition fixed at your facility across the street (and seems to be much better), I’d appreciated it.

I drive a company car that gets lots of miles and I always felt like the dealer should be the «expert», so I take my car to the dealer for all service and maintenance. Bob Tomes has really disappointed me. One time I went in for an oil change and when I got home a lug nut fell off in my driveway! The next time, I wait two and a half hours for a state inspection, and the guy comes and says, I need new tires. I can’t wait so I tell them I’ll be back to get the tires. I bring it back and leave it and get four new tires. When I pick it up I notice a vibration at 50 mph. I am not sure so I drive it for a week before I take it back and ask them to look at it. They drive it and say they don’t see a problem. I drive for another week until I am about to go nuts from the vibration, so I take it to discount tire co. They tell me one of the tires is severely out of balance! They fix it at no charge even though I didn’t buy the tires there!!! I have 4 Ford vehicles and one Ford company car. I have never written a bad review and keep in mind this is a fleet car so I am not even paying for the maintenance, but if this is what service at Bob Tomes is like, I need to find a new dealer. I can’t imagine how mad I would be if I had to pay for this.

I want to start off stating that I have purchased 4 cars from this dealership. My first one was back in 1999. The other 3 were within the last 2 years. The buying process was fine, financial side took way too long. Ok-​now for the 1 star rating. The service departments are horrible. For the first year I didn’t realize that there was a service department. I thought the quick lane was where you dropped off your vehicle for service. It only took me a few times of doing that to realize that one of the men that works there as service advisers is an extremely rude man. Very patronizing. So, I decided to go elsewhere for service. Then a employee who saw I was frustrated told me about the service department located by new car sales. My first experience was wonderful. I was very pleased. Then the frustration started again. My husbands focus started acting like the transmission was not working right. He took it in to service department in August of 2015. We were without our car for 3 days and and car had not been looked at on appointment day. The only reason someone finally took a look at it is because I called a few times to inquire about it. Technician found transmission was bad. They wouldn’t have parts for 6 – 8 weeks because Ford and dealership were behind because of all the same transmission problem with 2012, 2013 and 2014 models. This confused me since I had scheduled this appointment for my car to be fixed. I have never heard of a big dealership not having parts to fix a car. I thought when you made an appointment to have your car fixed, it would get fixed. So they ordered parts and scheduled his appointment. So he showed up and his parts were no where to be found. (and not phone call either) In the meantime, he was sent a recall notice about his fuel pump. The notice said that our dealership (Bob Tomes) had the part and to please schedule an appointment. When he went back in for his 3^rd appointment dealing with his transmission (February), he was told that there was no fuel pump there and that they would call us when the part came in. This is their standard response about every issue. Anyway, needless to say, not only was there no fuel pump, they had no idea where the transmission parts were for his car. My husband decided to question the service advisor about the parts that were suppose to be there back in October. The fellow looked around, made some calls and found the parts. Hopefully these are the NEW, redesigned parts and not the parts that were causing transmission problems in the first place. As of today, we haven’t been called about the fuel pump. We were told that the pump would be ordered and we would get a call. This was back in February. We were sent a letter about the problem last year, then we were sent a post card from ford motor company that the part was in at our dealership and to call and schedule appointment. Apparently ford motor company and bob tomes ford don’t communicate that well because BT said they didn’t have any fuel pumps.
To recap: after waiting for our appointment in August to have transmission looked at/​fixed, they had our car for three days. No one called to give us the status. When I finally called, I was told that my car hadn’t been looked at yet and they would look at later that day. (Why do we have to make appointments if you don’t looked at our cars on appointment days?). When they did look at the car they let us know they couldn’t fix it. We only found this out when I called back to find out if they looked at our car. We were going into the weekend and needed to get our car back. So we wouldn’t have known to come pick it up had I not called.
Made next appointment in October. Husband took off of work for the morning only to find out that his parts were not there so either they were never ordered or they were not held for his car.
Made third appointment for February and again parts were no where to be found, but after service guy made calls/​or whatever found some parts.
Still waiting on fuel pump.
I realize that I have only purchased 4 vehicles from this dealership, but I would appreciate a service department that would actually want to service my vehicles. Maybe because they are under warranty they don’t want to bother with them?
I looked online and noticed that Ford is having many issues with their transmission. My Escape had transmission problems and after being worked on at bob tomes was still having issues. I traded it in for a Taurus. So we have had two fords with transmission problems. Very disappointing. Don’t know if I will buy anymore fords. Ford has always been my favorite brand, but with the issues and the poor service, I am rethinking my car choice.

Very slow, especially the finance department. With the options available to customers now for efficient car purchasing, this dealership should focus on expediency to stay relevant. I purchased my truck here because it was a special edition and not found many other places, but don’t plan on purchasing from this dealership again.

Service Department: I’ll likely update this when there’s a solution but the level of disregard for the customers schedule is mind-​blowing. Leased a brand new car, have a problem with the window control less than 100 miles into the car. I was told to bring it in Wednesday afternoon and would be called late Thursday morning. Never got a call and had to harass the service department until almost closing time to finally get an answer. I was then told my car would get in there first thing Friday morning (today) and they’ll take care of it. Now just received a call that the part they need never arrived and won’t be able to have it repaired until Monday. So disappointing!

Update: Tony called me and told me it was completely their fault for promising the «bumper to bumper minus maintenance» warranty coverage, and that I wasn’t the first case he has heard those terms being used. He fixed my roof and made everything right.
Thanks guys!

USED SALES:
Inventory and Carfax was online. Was able to find what I wanted.
Left a voicemail on Sunday, and got a callback first thing Monday morning.
Michael was helpful and responsive. He answered our questions and let us take the car for tests on our own time.
Everything met our expectation on pricing and trade-​in. Total time including over 1H test driving was 3H. Final price was middle between KBB private and retail.
Vehicle was checked before test, and before drive-​away. Finance guy was quick and helpful.
At the end, the dealer owner, Bob Tomes himself, thanked us.
Follow up 15 mins later for the keyless code, and response was quick. Reception and service desk were also very helpful in parallel.
Overall, we were very pleased, and had a good experience.

****Service Department****
Came in for a state inspection, around 1:30pm on a Friday. The service center located on the used cars side was dead… all bays were empty. Which normally dealerships on Fridays and Saturdays they’re saturated. Thinking this was a good sign… I pull in and wait there for about 5 minutes, as most other dealerships have their service writers come out and greet you, get your info, etc. Nope. I leave my car idle for a good 5 minutes and decide to walk in to their office. There’s 3 dudes (service writers) behind each of their podiums glued to their cell phones. After I had to greet them, they proceed to inform me they will «be with me in one minute». The one guy closest to me must have had the bad luck to attend me ad the other two were in their own little world. I notify him I’m just here for a simple state inspection. Guy takes my info and says I’ll be «next car up».
Their customer waiting area is a joke. with barely enough seats to hold 12 – 14 people. A TV with no audio, and a joke of an area for «kids to play». Not to mention the random used kleenex (es) scattered all around the waiting area and used coffee cups everywhere.
The men’s bathroom was worse. I usually overlook things like how clean or dirty bathrooms are, but I walked in to a mountain of paper towels overflowing the small trash cans. The sinks also looked like they were involved in a flood, and of course, were out of hand soap.
So little by little I realized why the place was empty. Poor customer service, subpar customer amenities /​waiting areas, and questionable sanitary living conditions would definitely scare anyone off.
So, if you drive a Ford and need a state inspection I recommend going to another dealer or even those quick lube/​car wash/​brake places that do inspections. As far as Ford repairs, make the drive to Sherman or Richardson or Frisco and get your vehicle serviced there. Unless you really have no other choice, I do not recommend this dealership.
Also over an hour wait for a simple state inspection when I was the «next car up?» With no other cars in the bays?
They could have at least washed the car for me!!!
Lesson learned.

A couple of weeks ago I was having some unexplained battery issues with my Ford. I managed to get it jump started and took it to my nearest Ford dealership which happened to be Bob Tomes. They told me the battery was bad and replaced the battery.
Last week the issues returned. I took the car to their service department first thing in the morning. It took a while to figure out where i was supposed to go (there are 2 service locations at the dealership). It took a while for someone to talk to me and when they did they were generally grumpy and complained about having no help.
I left the car and expected to get an update that day, I didn’t. It should be mentioned at this point that my wife and I both work and have 3 kids in various activities so having 2 cars is essential.
The following morning I called the service department. When I eventually got someone, again grumpy and complaining how busy they are, they told me they hadn’t even got to the car yet but would get to it that day and update me later. No update.
The following day I waited until the middle of the day to call. The receptionist couldn’t find me in the system. Placed on hold. Turned out my name was misspelled. Placed on hold. Then I was told that the service rep who was handling this was off that day. Placed on hold. The rep who picked up talked over me and while I was trying to explain which car was mine, assumed he knew who I was then started talking to me about the wrong car. Placed on hold again. Rep came back (after figuring out he was discussing the wrong car with me) asked me if we had done anything to make the brand new battery go flat, told me they couldn’t find an issue, told me they’d call me soon to let me me know it was ready. Ooookay…
Went to pick the car up prepared to just drive it to another dealership. The service rep started to explain the paperwork, it appeared they had replaced the battery, I asked if that was the case and he got immediately combative «sir I didn’t handle this I’m just going through the paperwork with you». Way to represent the team.
Interestingly the paperwork stated that the original replacement battery had a bad cell. So there WAS an issue?! Also interesting to note that the paperwork from a couple of weeks ago said I should replace two of my tires immediately. The most recent paperwork said the tires were fine.
Conclusion:
–overworked and understaffed service department
–perhaps needing refresher training in active listening, customer service and the simple act of smiling
–inconsistent mechanical conclusions
–if you want a great service experience buy a Volvo
–use another Ford dealership for service

I’m not one to hold back when I have a bad experience and I think generally that good customer service seems to be a fading concept in American business. That said, I want to commend Bob Thomes Ford for the great customer experience they have provided me the past 5 years and most recently with a new Ford F-​150 I purchased from Dan Hulsebus Certified Sales Consultant
I have never had a better car buying experience than I did with Dan. He is a rare breed of sales professional that takes customer service to a whole new level. Not only that he is a great human being that loves what he does, he knows about trucks.
Dan worked to find me the right vehicle, at a fair price and then did what he said he would do after the sale. I had a few issues with the truck and he stepped up and resolved them and even went the extra mile to make sure I was completely satisfied. If you are looking to buy a Ford Truck, do yourself a favor and ask for Dan the Man.
(214) 544‑5020

Wow. My last review was deleted and I got a message from Unilocal stating that it contained very little information to give this place a one star rating — that’s fair. So, let me elaborate. The car that Bob Tomes Ford sold me has had problems from day one. On two separate occasions the doors to the Ford Fiesta failed to close. When I was driving home from a trip, the car stalled on the expressway during traffic hours and there were THREE children in the car with me. I can go on and on. In fact, I did at two different dealerships. There is no sense of accountability. We eventually called the corporate office and voiced our concerns yet again.

I bought two new cars from Bob Tomes yesterday and was extremely impressed with the whole car buying experience. By far, my best experience yet. Jesus, the salesman, was very friendly and helpful in finding the right cars. I test drove about 6 different cars and he would have them ready to go when I pulled up. Once we found the right cars, the credit application and approval was quick and painless. The signing of the paperwork was also very, very fast and I was surprised at how quick we were done purchasing two different cars. This was also on Saturday afternoon, their busiest time I am sure. In past purchases at other places, it would take me all day to complete a deal for one car that had already been previously negotiated. Jesus was awesome, but what impressed me more was how nice and helpful the entire team was, even those that weren’t involved with my individual purchase. I highly recommend Jesus and the Bob Tomes Ford team if you are in the market for a new car. I will definitely be back for my next car purchase!

I have taken several vehicles in Bob Tomes Ford for service over the last 20 year (they are my local Ford Dealer). The service department was OK, but not a delightful experience. Some of the repairs didn’t get fixed, or the problems didn’t stay fixed or a new problem that’s directly related would develope. I Continuously felt like livestock being shuffled through the process. I understand they have a very large business and lots of service to preform… but my vehicle is a very large part of my life and has a huge impact on my family if it breaks down repeatedly, it’s upsetting and dangerous for all of us.
The most recent problem was related to a massive fuel leak from my gas tank. I looked online, to try and understand what was wrong. I found the exact problem described in a Ford Safety Recall. I called Bob Tomes Ford to find out what to do. They asked for my VIN number, then put me on hold for over five minutes. When they finally returned, they informed me there were no Safety Recalls on my vehicle. I tried to give them the Recall number but once again was informed «There are no Recalls for your VIN number» and I should take my vehicle to a different repair facility. I can’t even believe this happened and I am still in total shock!!! I know for sure that there will NEVER be another NEW Ford in my family’s future!!!

Update. I ended up using another dealership since I was not important enough at Bob Tomes Ford.
Back when I purchased my new 2005 Ford 500 I had to take it back for a squeaky rear suspension. I rented a car from Bob Tomes. When I came back to see if my car was ready I pulled up behind the techs work bay. He saw me sitting in the rental and walked out and asked if that was my car on the rack. I said yes and he said he had found the problem and corrected it and my car was ready. I said let me go turn my rental in and I will be right back. The tech said «Sir, you can leave it right here and I will turn it in for you». I was so impressed after I got home I decided to write a letter in reference to this tech but I didn’t know his name. So I called and asked for the service manager and left messages for him. I went ahead and wrote the letter but I still didn’t have the technicians name due to no return call from the service manager. I also called and asked for the General Manager and left messages for him. I didn’t receive any calls back. So finally I gave up. Then out of the blue a few weeks later I received a call from the actual technician. He said he had heard I had left messages with the Service Manager and General Manager and wanted to know what was wrong with my car. I told him nothing was wrong and I had written a letter about his performance and professionalism but I needed his name and didn’t have it and since no one would call me back, I deleted the letter. The tech said «Sir, that’s my report card» and I said I am sorry but no one in management would call me back so I gave up. I could tell the tech was disappointed at this point. I felt bad for the tech that was trying so hard.

No one ever looks forward to the long process of buying a car, but Coach at Bob Tomes made this experience wonderful! He is on top of his stuff, quick and to the point. My husband and I were so pleased with him, he was by far the best car salesman we have ever had. We wound up picking out a 2015 Ford Explorer and we love it! Coach was helpful through everything, and even afterwards with questions we had after the purchase. We will be coming back and using him again! You know you have a good salesman when he has been at the same place for years and years. Don’t ever loose him!

Buying a car new or used is always a pain :(I have been shopping around (for my first time) for a new car, I went to 3 different dealerships, and had pleasent experiences. However Bob Tomes Ford in Mckinney was great. My salesmen Jr. was a lot of fun, and Greg one of the managers ended up helping out as well. It was a smooth ride, they worked together, and got me a great deal :) Again this was the first time I had bought a car on my own, they really took their time with me, and explained what was what. If our purchasing or looking at a Ford vehicle talk to Jr or Greg at BTFord in Mckinney…

I haven’t even been to this dealership and I wouldn’t buy a vehicle here if THEY paid ME. The service dept. (to be fair. The woman that I spoke to) was extremely rude and not helpful at all. And this was on top of trying and trying to get through and every time being hung up on!!! Definitely going somewhere else to buy a car if this is how just the SERVICE dept. treats customers…