My vehicle is at Capital Ford Lincoln of Rocky Mount and has been there for 3 weeks to have the water pump and turbo lines replaced. This is a warranty repair. The first week was due to the warranty company having to send someone out to verify everything. Monday of the following week, Nathan (service writer) calls me and tells me the parts are in and they'll get to it soon and I should have it back by that Friday. During this conversation, he also tells me that one of the diagnostics was not covered because the warranty company refused to approve one of the repairs. There's also a $35 difference per hour in what the service contract pays for labor and Capital's labor rate. He adds everything up and tells me a figure just above $700. Now, Monday will be 3 full weeks that it has been there. Yesterday, he calls me saying vehicle is finished and I owe $3500. 🤯😲 He proceeds to tell me that the warranty company wasn't paying for seals and that the total hours equal out to 15.5 hours. He puts it on the warranty company, saying they don't want to pay more than 6hrs for the turbo lines and they asked for 13. I get off the phone with him and call the warranty company. They are floored and have no idea what's going on. The warranty representative tells me that Capital only asked for 6hrs of payment for the turbo lines. He continues to tell me that the jump from 6 to 13hrs doesn't sound right to him, because they all use the same database for labor rates. I call Nathan back after the warranty guys have contacted him. He says everything is covered except coolant and a filter of some kind. I asked what the cost is. He tells me around $2900. At this point I'm getting irritated. My vehicle has been in their shop for almost 3wks and all of a sudden I'm being asked to pay for all but $3k and the warranty company is telling me that Capital never asked for 13hrs. So, I'm sure he could tell that I'm not happy through the tone in my voice. After we hang up, I call the warranty company back to extend rental coverage until this issue is resolved. The warranty company tells me that they tried to call Nathan back, but he had to leave work for the day due to an emergency, all of a sudden (whether this is true or not I don't know). So, a message was left for the service manager to call the warranty company back. To my knowledge, that never happened. I was never contacted about the difference in hours that the warranty allotted and the hours that Capital was going to charge, regardless (if there was an actual difference). I never authorized this. If I was told a price of that magnitude, at any point, I would have declined service and took my vehicle elsewhere. I wasn't happy about the original $700, but I understood business and the limitations of the warranty. So, I was willing to tolerate that. From what I understand of the law, you're not able to charge more than 10% above the quoted price of a repair without the owner's authorization. I never signed a single thing with a price on it. The only time that I was at Capital in this whole 3 weeks, was the beginning Monday. Before an estimate had ever been put together. At this point, Capital Ford Lincoln of Rocky Mount, NC is holding my vehicle ransom. I've never dealt with this out of a dealership before and I expected a more professional ...a more ethical experience. I am requesting that Capital Ford Lincoln of Rocky Mount, NC honor the original quoted price, from when the estimate was completed. I would like for this to be a simple mistake and it be corrected than to have to go through the legal system.

Just bought a new King Ranch F-350. It is sitting in my driveway because I can not legally tag it because of a mistake made by the finance department at Capital Ford dealer. My paperwork is STILL in limbo. 100K truck sitting in the driveway that I can't tag because of incompetence. They also were too cheap to on provide a printed manual! The truck I traded to them had a printed manual. My salesman promised he would send me one but when the rubber met the road denied that promise. I had to buy one aftermarket for 35.00 because they couldn't be bothered to include on a hundred thousand dollar vehicle! I would not be a repeat customer for those reasons. It is pathetic to not be able to drive my new truck and they won't return phone calls either. Heaven forbid someone actually answer when you are transferred to finance. They are great before they have you locked in. Once the sale is complete, I have no trust in their promises and detest their penny pinching on $100K vehicle. BUYER BEWARE!

Sales team was very nice and helpful. The deal was better than average. The business office was also great. The service department destroyed my car purchase experience. Slow service. Don’t bother making an appointment. Appointment times mean absolutely nothing to them. Sloppy workmanship. Dirty handprints on the driver door and lift gate. Something sticky on the steering wheel. Grease on the door sill. Body odor smell inside. We had to come home and clean the car. Tried to charge us for work that was to be no charge as part of the sales agreement. According to the car fax, the scheduled maintenance had been done, however the maintenance notice was still coming up as needing to be done. Although our sales person reminded them to reset it, the service person didn’t do it. We are still owed another part. I doubt we’ll ever see it. My advice, if you can get a good deal there take it, just make sure there is nothing needing the attention of the service department.

Worst experience ever. Took my car there in sept 22 didn't get back until Jan 27 23. Got it back with a check engine light on. Even it didn't have any lights on when I took it to them. They told me they did all they could do but couldn't get the light off. Took it in for new tires, battery and new alternator. Customer service is the worst. Ill never take my car there again.

Ford C-Max SEL Hybird 2013. November 2020, car would not start, had signs of weak battery [12v], dim lights, slow radio shut-off. Towed to Capital Ford-The Outlet in Rocky Mount, NC. 12V battery was replaced, not unexpected as it was 7yrs old & picked car on the same day. September 18 2021, car died with no signs of ANY 12v operations, no lights, no power windows, no radio shut-off, no power to start button. This was after leaving laundrymat with about 20lbs of laundry in back & starting & driving about 100ft. Was stopped at light when dash warning lights flashed quickly & car shut down, Work "began" on car Sept. 20 & was called that car was ready for pick-up Sept.27. After paying bill that stated 12v battery needed recharging car would not start for them. 4WEEKS later after lots of calls & requested call backs went unreturned they said they had replaced 12v battery again [this is to my understanding but received no receipt for such} February 10 car died again [3months later} with same effects [no 12v power to car, no lights, no power windows, no radio shut-off}. This while driving. various warning lights flashed, no engine oil, engine overheat, push to start, stop car safely & other to quick to read, All of this happened in about 1 mile of driving to a safe spot to stop & a good place for tow truck pick-up. Again this was after leaving the same laundrymat with 20lbs of laundry in back. Only difference was this was about one hour later & one stop & restart. Car has now been at the same dealer for 3WEEKs now & I have no confidence that this service dept, has the knowledge or will to find this repeat problem. I hope that this is a very local problem for Ford & not national or state or this dealership chain wide. One assumes that Ford branded dealers would have people in place properly trained to repair their cars but right now I am having serious doubts despite my faith in Ford car in the past. ]

Best car buying experience ever from finding perfect vehicle to financing to delivery top notch sales team so if you are in the market for a vehicle it is well worth the drive a came from Burlington to buy from capital ford rocky mount

My wife the on the site and decided that was what she wanted. I checked it out and was impressed. Now, she's a very happy wife. 😊

I had a great experience dealing with this team. The attitude and willingness to go the extra mile for customer, that's sells and they do it well.

Fabulous customer service! Needed to keep my car a little longer than expected, Donny had a loaner ready for me. Zero disruption to my schedule.

Purchased my first and second car from Capital and had a great experience both times. John Griffin went above and beyond to help me get a GREAT deal on my new car. Will definitely purchase from them in the future!

As seamless as it can get... Easy, fast and got a great deal! Thanks Capital Ford for a great transaction. Shout out Will, Rod, David...the whole crew was great! I have a lot of other dealerships I can go to but this is the only dealerahip I trust.

Purchased a 2018 Ford Explorer Platinum. Salesman Chris Whitehead was great. Chris went extra mile to get vehicle I wanted. Very happy with my new Ford Explorer.

Excellent service from the time I walked in the door. They didn't treat me like I had an old ragged vehicle treated me like I drove up on a 2018. Everyone there all smiles like this the best job ever.

ordered car from sales manager gave me a copy of order confirmation car comes in general manager, will pritchett sells car to his buddy or someone he wanted to have it, I never even saw the car. Lets me know he is unethical and puts himself above his customers. never even dealt with general manager.

I highly recommend going and dealing with Chris Whitehead if you are in the market for a vehicle. He wasn’t pushy and give me all the information I needed to get it my first new vehicle.