Fall River Empire Ford Sales Service Team Horrible Customer Service, Disrespect, and Full of Excuses After two weeks passing from buying my truck and being told that the dealership had to register my vehicle, I received a call stating that a VIN check needed to be completed in order to register my vehicle in RI and when could I meet them. Knowing RI, I said OK. We scheduled for three days later on Monday morning at 9am. After taking off from work to be at the local PD Monday morning for the vin check ten minutes early, I waited until 9:15 and texted back to the dealership asking where they were and when would they arrive. This is when the excuses began. The first excuse was "I had to run into the office to get the paper and that it was beyond their control". When I then asked when the person would meet me at the PD I was told about 40 minutes, but that traffic was heavy. When I responded that this was unsatisfactory as this had been scheduled the week prior the excuses continued. I was then told that this person was doing me a favor because the sales department screwed up on my registration paperwork, that they were trying to clean up the mess, and that this was a courtesy. I could have sworn that I paid a fee for the registration service? I replied, so now it is my fault that this wasn't done? Then I got the "hang-up don't care" response, I'm going to have one of the sales managers call you. Never happened. Around 9:40 this person then emails me the title paperwork that I need and suggests that I do the VIN check. My response, so now I am doing your job. So I began the process. It was now an hour into this mess and they still had not shown up. So I asked the person if they were still coming to get the paperwork and they said that is why I emailed you the paperwork. Incredibly poor customer service I responded. Because they were able to scan and email the paperwork, I suspect that this person never left the dealership and was lying to me the whole time about heading to meet me at the PD. I then called the manager and left a scathing voicemail. As I was finishing the VIN check an hour plus into this fiasco, the manager called and I explained my horrible experience with his dealership personnel and that I was very pissed off and angry for all the reasons previously stated. He said he had no excuse for what happened. I thought, finally I am speaking to someone at Fall River Empire Ford who is taking accountability. Everyone else acted as if I, the customer who had spent nearly 50K at their dealership two weeks prior, was inconveniencing them and interrupting their day. Bottom line, if I was charged by Fall River Empire Ford for the vehicle registration process, I am not sure I was, then I want a full refund. At the very least, I want to be reimbursed for the $20 that I had to pay out of my pocket for the Police Department for the VIN check and can provide them with a receipt. And what about my time out of work for an appointment that the dealership called me to make and then never showed up. What a way to treat your customers! I guess there goes my free oil change. Oh well. read more

I can not thank the Empire Ford service team enough, they are a wonderful team! After a horrible experience at another dealership which I will not name but is located in Cranston. Empire Ford got my family a service appointment quickly, diagnosed the issue same day and ensured my family was safe while using our vehicle. They earned a customer for life today! Thank you again Empire team! read more

Awesome staff def recommend very personable and easy to sit and talk with.all around great service

We were extremely frustrated with Empire Ford last month when, after months of research and watching their website, they reduced their posted sales price of $73,827. For a 2024, Ford, F-150, down to $70,327. Thereafter, Ford offered a "model year end clearance incentive" of $7,500. off. Long...Long story later...It was obvious to us that some of their sales team is less than honest and claimed they had already taken the $7,500 off the price although their website did not show it. Some at Empire were professional and respectful...Others confirmed why most people do NOT trust car salesman! Don't walk away from Empire...Run and do business with those that have integrity. Within 2 hours of being told the $7,500 rebate would be taken off the online price of $70,327. The General Manager informed us that they were not going to honor the sale price of $62,827 for a 2024, Ford F-150. On August 2, 2025, when we spoke with a nice lady named Katie several times about the truck, who informed us that the truck was available and was listed for $70,327. We asked if the online price reflected Ford's "model year end clearance incentive" of $7,500 on all remaining 2024 F-150's. Katie states she not sure but would ask her manager and back to us. On August 3, 2025, we called back and inquired again about the $7,500 rebate and Katie informed us that she spoke with her boss and the rebate was NOT included in the online listed price of $70,327, that the truck did qualify for the $7,500 cash back incentive and as a result, the new sales price would be approximately $62,900, before taxes and fees. Thereafter, August 3, 2025, we received an email and noticed the salesman, Kevin, sent us the P&S agreement that indicated the sales price was $70,327, without any explanation of the increase in price. We immediately emailed back asking why it did not reflect the $7,500 rebate. While discussing financing options/questions with Katie, she sent us a text explaining that we would not qualify for the rebate if we took advantage of the 2.9% for 72 months incentive, which made perfect sense. About an hour later, Empire changed their previously offered price, approved by the sales manager, Kevin, and informed us that the P&S agreement of $70,327, now included the $7,500 rebate and claimed the initial online list price of $70,327. was a mistake. During a call on August 3, 2025, with Kevin and "Ray", they first tried explaining that the $7,500 rebate was already built into the price of $70,327, which was the same price prior to when Ford began offering the $7,500 end of year clearance incentive. This would explain why Mr. Howard agreed to deduct the $7,500 rebate for a total price of $62,900. When we explained this to them, Kevin changed his story and said the online price of $70,327 reflected the base price for an XLT "chassis" and it was a mistake not to have included the cost of the $14,000 additional options. To add to all of the confusion, in the lower left corner of Empire's P&S agreement, they provided two separate payment schedules. Both for a sales price of $70,327, however, one proposal had "Rebate" of "$7,500." included in the terms of a financing/loan box, and a second proposal that indicated "Rebate" of "$0.00." and had a monthly payment that was approximately $150 more per month than the first proposal that included the $7,500 rebate. Bottom line... It was clear that Empire was trying to keep the $7,500 rebate check that we subsequently learned is sent directly to the dealership after the sale. Worst of all, while we had a deposit on the truck and were seeking clarification, Kevin refused to call us back within the 48 hours following receiving the P&S from the Empire Financing Department, WHICH SHOWED THEY RASIED THE PRICE TO $77,827!!! When we finally got a hold of him at about three days after the deposit was made, Kevin informed us that "unfortunately" Empire sold the truck and that they could only hold it with a deposit for 72 hours. We were later told the truck was sold to a friend of one of Empire's staff. DO NOT buy from Empire unless you want to waste a great deal of time researching, pricing and communicating only to feel as though there was a bait and switch on the sales price. If you do business with them...Document everything! These guys don't care about customers. It's all about making the most profit by playing tricks on customers. No wonder why salesman have such a bad reputation. Shameful! read more

EMPIRE FORD IN FALL RIVER- WHAT A SCAM. Worst experience ever!!! After speaking the the online salesperson and the Manager Bryce, regarding the purchase of a normal Transit cargo van, I drove almost two hours to Fall River only to find that the van was different than advertised - it was refrigerated. They offered me a vehicle from another location that did not at all match my needs. Bryce never came to meet me and apologize, nor did he call me or write a note. And after causing all that mess, they NEVER CHANGED THE ADVERTISEMENT. It's still there. read more

Worst dealer experience I've had ever. First off, they are selling imported F150's from Canada and not disclosing that, and even using window stickers with Canadian currency as comps to USA built trucks. Those trucks in canada see some really nasty chemicals during the winter and will rust at a much faster rate. I am happy that we didn't come to a deal after learning where the truck came from. The trade offer for my truck was insulting, they held onto my keys so I couldn't hustle get up and walk away. I asked for the keys and they started negotiating. We came to a deal without my trade, then they said the deal was only with my trade, so I left. The prices are high, the fees are crazy on top of the price and they are still using covid as an excuse for markups. If you are looking for a Ford go see IRA ford in Auburn. I did not buy a truck from them because they didn't have a truck with the options i needed, but they had fair prices and offered a fair trade value. If you are looking for a Ram, go see shorline CDJR. I did buy a truck from them and it was a great experience. read more

I would never ever go back here. This morning service on my car was awful. It took well over 2 hrs for a simple tire rotation and oil change. There were other things that made it a bad experience. There wasn't even anyone waiting in the waiting area, if you call it a waiting area. I'm giving it two stars instead of one because the didn't charge me for their poor service. Thank god read more

Lies from the beginning. Worst customer service. Management is unresponsive and seemingly ok with the lies. Colossal waste of my time and theirs... read more

Worked with Kevin Bancroft on a new truck purchase. It was a pretty tricky transaction since I live 200 miles away from the dealership. He worked with me patiently over the phone & through email. A couple of days later I drove down there & my truck was ready to roll. Very helpful, and even though it wasn't a standard transaction, he stuck with me through the whole process and was there smiling when I picked up my truck. read more

I was trying to decide between purchasing and leasing at 2025 Ford Mustang Mach.E electric car. I offered to trade in my car and some cash and wanted to finance the rest. The salesman quoted at 7% interest rate over 36 months, which made the payments too high for me, so I decided to lease. I found out later that the interest rate was actually zero percent , not seven percent. That meant that it would have been thousands of dollars cheaper to buy the car then to lease it and buy it at the end of the lease period. Even though what they told me was their mistake Empire Ford refused to cancel the lease. So now I'm stuck with a higher price if I want to buy the car at the end of the lease. Which , now , of course , I don't want to do. read more

I bought my vehicle at Empire Ford. I LOVE SALES AND SERVICE . They always go above and beyond to make sure we have a g reat experience. We got a great deal on my Ford Flex, WE GOT A GREAT DEAL. . OUR FAMILY has been loved and taken care of for many years. By the Torres family. I RECOMMEND THIS DEALERSHIP TO EVERYONE . read more

DO NOT CAR SHOP HERE! Worst customer service, non responsive sales, empty promises, cannot deliver and will not refund my deposit. Met with a sales person and detailed the automobile and specs I wanted. Was told a deposit was required to find the car I requested. They cannot find exactly what I requested and will not refund my deposit! Can you say Attorney General... read more

caveat emptor As of 9/5/23 this dealership does not have the ability to interact with the RMV. Your sales person will have to drive to the home dealership in New Bedford for all registration issues. Be prepared to hurry up and wait. read more

so today I returned to Empire Ford in Fall River due to the fact yesterday they didn't have the correct brake parts. oh and I also told I had an extended warranty which would cover calipers so I arrived at 9:30AM it is currently 5:04PM they just told me the passenger side rear brak needs a caliper....Really? the truck has been allegedly been worked on off and on since 9:30 AM. i am more than frustrated with today. This brake job should have taken a couple hours. The truck sat on the lift which tires off for hours without being worked. And now again at the end of the day they come and tell me the caliper needs replacement. I missed a good friend's birthday today waiting. And yes they offered a ride home but that wouldn't work. This dealership needs to get together. read more

The worst customer service!.I brought my car F250 for a death wobble issue ( factory problem). First they said I will not have to pay anything because it was part of the recall, then they said ford will only cover the estabilizer and I was responsible for the other components, almost 2K. David Pacheco , director of service has no morals, no integrity. You cannot trust what he says. I brought my car on a Sunday for a Monday analysis, never got a call during the day. I had to go to the facility at 7pm for an update. They told me they will call me on Tuesday first thing morning, never happened. Once again, I had to go in person in the afternoon for an update. After a long conversation with David, Taylor, the mechanic and we agreed on terms, one of them being my car ready by Thursday, latest Friday. I just happened to drive by Friday morning to check on the status, came to find out NOTHING was done to my car, they even order the parts. David, with an arrogant attitude, said maybe my car will be ready by Tuesday. It has been an awful experience dealing with them!!! read more

Very disappointed with the take over of First Ford by Empire Ford. I have had two horrible service experiences with this company. The first one was this past August when I took my Ford Bronco in for a simple oil change. I dropped my vehicle off and went back home. Within the hour I had a phone call telling me the service was done. I went back to the dealership, dealership did not know where my vehicle was. They found it 20 minutes later, handed me the keys and the invoice. I paid the invoice that said the job was completed. When I was driving home, I realized the windshield tag with the mileage was not installed which made me wonder if the job was complete. When I got home I popped the hood and noticed dirty oil and oil filter was not changed. I immediately got on the phone with the service manager and he was aware of the situation and asked me to come back right then and there to make it right. I did and the Service Manager apologized for the mistake and gave me a card for my next service would be free of charge. Fast forward to today when my service was scheduled. I went on the website to schedule an oil change for a drop off which isn't available, but then realizing what had happened the last time I decided on making an appointment for 7:30 in the morning. It was the first one that they offered for the day. I arrived for my appointment and was told that there were other jobs that needed to be taken care of and that they were "busy". Again, first appointment of the day. My car did move from where I parked it in the parking lot until 9:00. Once the job was done I was alerted via text it was ready. I went to the desk and was handed the bill for $70.86. I handed the lady at the desk the card for the free service and she went to confirm it with the service manager. She then came back for a new bill for $76 and change. The bill had gone up $6 from the original. When questioned she explained that it was for a cabin air filter and labor to put in the filter which was included in the first price, which was $6 cheaper!!! I will be contacting Better Business Bureau about this dealership!! I will never go back to again!!! First to not do the Job but submit paperwork saying the job was complete then to charge me for their mess up the second time around. read more