Last week, I bought a previously owned vehicle from Gates Ford. First, I want to compliment Rick, the salesperson. He was easy to work with and not pushy. And second, Victoria and a young man in the service were extremely helpful. In fact, they were fantastic! Their focus was on resolving my problem, no matter how much time it took. However, the sales personnel need tutorial sessions about what different models can and cannot do. For example, how to activate voice commands on different Explorer models. They may not know about non-Ford products, but they definitely should know the features on newer Ford vehicles. If nothing else, conduct an internet search. The customer should not know more than employees of Gates. And finally, the Finance person should know which financial institutions have branches in Madison County. The person gave me incorrect information. A few years ago, I had a negative experience with Gates. This experience has been better, but it has not been excellent. read more

I have purchased 3 vehicles from Gates Ford in the last 15 months. The sales team is excellent, but Victoria Robbins is the rudest Service Advisor I have ever met. I will never buy another car from Gates Ford as long as Victoria is still working there. read more

Having to pay someone else to correct this company's work. Buyer BEWARE! Took my car in for factory recalls and to have a noise checked out. A couple of weeks and $3,000 later, I picked up a car that was still doing the exact same thing it was doing when I brought it in. Was told this was a different problem and would require more work and money. Another 2 weeks later and after multiple calls with my warranty company it turned out a nut/bolt wasn't tightened appropriately the first time, which was all that was needed. Had the warranty company not pushed back, the other part would have been replaced and Gates would have gotten around $6,000+ dollars for unnecessary work. My car is still making sounds because the original work completed wasn't done correctly. Upon reaching back out to Gates, there is no urgency to rectify and at this point I'm not even sure I would trust them to work on my vehicle further due to past experience. Would not recommend. Stay FAR AWAY! read more

Aug 25 We had an oil change on a 2018 RAV 4. Had an issue but the service manager corrected. Good experience read more

That place is horrid, went in to try to look for a vehicle . the salesman where so unhelpful and very rude

Colin's at Gates Ford Lincoln service department has been a savior. His professionalism has made dealing with my vehicle a breeze. His communication on the steps during this process has kept me fully informed. By far the best ford dealership in the state. read more

I went there to service my wife's Lincoln and found my retirement truck Ford F150 couldn't be happier Justin was a great salesman and they gave me a great trade in price and price for my new truck I wouldn't go anywhere else for my vehicle needs read more

I am extremely disappointed in the Service Department. I was lied to about the service that was performed on my truck, or should I say the service that was not performed on my truck. The Service Department said my truck had been repaired after leaving it for 2 weeks. Still experienced the same problem and took it back and was told the problem was normal for that truck. Two different service advisors copped an attitude with me and was very rude over the issue. I took my truck to Paul Miller Ford and within 2 hours my truck was fixed. Gates Service Dept. has some real issues. read more

While traveling from Chicago to Gatlinburg, we experienced a very unnerving experience where we heard a loud boom from the engine compartment and a severe loss of power. We searched and found we were right down the road from Gates Ford / Lincoln. We called and spoke with Victoria in the service department. She told us to limp it in and they would try and squeeze me in. Well, they did!!! They got my truck up and running in a day (blown intercooler hose, apparently a common problem with the 6.7 powerstroke) and allowed me to leave my 42' 5th wheel camper in their lot overnight. They charged me a reasonable price and could not have been kinder! Thanks Victoria and Gates for getting us back on the road! read more

Very friendly and helpful. Especially Justin Feasby. Recommend for first car buying. Even helped us til read more

We had a great experience with the service department when having some transmission trouble. Let us informed and offered options for the repair. read more

EDIT: Chase reached out to me directly to correct this situation. I received a refund for the over charge and corrective action was taken for the condescending employee who over-charged me for my service. Chase was also kind enough to offer a free oil change for the next service should I decide to take my vehicle back for service. I have not decided if I will or not, but the him reaching out to make the situation right was a very good impression to me. If Victoria is still the manager of the service department-look over your bill CLOSELY before leaving. NEVER take your vehicle to this place for service. I have taken my vehicle in several times for "the works" oil change and my bill has never been more than $65-$70 which is reasonable for an oil change. My bill was $190!!!!! A service was performed on the bill for "replacement of lug nuts" for a whopping total of $130 for that service alone. FOR LUG NUTS. The kicker is that I was never told this service was being performed until after it was finished. So I call up there to ask a manager about the service. Victoria in the service department answered the phone and I explained to her this issue. She got a huge attitude and rude tone of voice with me, called me a liar and stated that she told me of the service before it was performed WHICH WAS NOT AT ALL THE CASE, I was told after the fact. She proceeded to argue with me, and once I called her attitude out she called me "sweetie" and "honey" which is extremely disrespectful because she was trying to be a smarta** about it. She kept calling me a liar however, and refused to correct this situation. She stated her manager was not in and there was nothing she could do. So I am following up on this. read more

Traveling through Richmond, KY and had trouble with the door latch on our Ford F-250. Called Gates Ford in Richmond and they said come on in and we'll see what we can do. This was a very busy Friday for them but they got us in and fixed our problem within a half hour. Wonderful clean dealership and outstanding customer service. read more

While on our drive home from Tennessee to Michigan the AC blower fan quit in our 2019 F250. After changing fuses we were unable to get it working and drove to the nearest Ford dealer. The staff at Gates Ford had no time to offer any help or advise. We were told they were closing in an hour were the least helpful people I have encountered in a time of need. Vanderhyde Ford in Michigan (where the truck was purchased) offered us advise over the phone and got us back on the road with a functioning AC. read more

Brian M. was very helpful in my search a new car! He was very helpful with my search as i needed a new vehicle since my old one broke down.

My service at the Gates ford in Richmond was just not good. I had an extremely difficult time getting maintenance on my vehicle. I had my oil changed and tires rotated there with no issues, however I then had to take my car back because of issues with the brakes a couple weeks later. It turns out I had basically no back breaks, and the front brakes were also damaged. It was going to cost me $465 for the back break alone, but it had only been 3 weeks since they supposedly rotated my tires and did a multipoint inspection. Somehow they hadn't seen the extreme damage underneath my vehicle, and made what I think is a dangerous mistake. I worked with Colin, and he admitted to me they had issues with their mechanics before. So this entire experience has me questioning if they even changed the oil in my vehicle at all. Overall my experience was just terrible, and I will not be going there again. I do not recommend! read more

May of this year, I experienced what I thought would be a happy day and turned into a nightmare. I was looking at purchasing a used vehicle. I found a Jeep that was nice and I got the finance in order. Due to us randomly stopping at this lot on our way to an event we had to leave before all paper work was done. They offered to bring the paperwork to our home and deliver the Jeep but we declined as it was a party. The next day we showed up. We were told the Jeep had been washed but it actually was still dirty. I asked if I was given anytime to have the Jeep inspected as it being used an AS IS purchase. They told me no. They said their service department had inspected it and that's all we get. I got up to walk away. They said they could offer an extended warranty. It went above I was willing to pay so they came down and got to the number I agreed upon. And so the nightmare began. Less then a week later my engine light came on. I called them right away. Service department asked me to bring the Jeep in and let him check the code right before he left seeing how they didn't have an appointment available but we could see how urgent we needed to get it looked at. It turned out to be a P0306 misfire. I asked if it was covered on my warranty and he assured me it would be. So, I called my warranty company and they informed the warranty had not been paid and I have the wrong contract number printed on my paper work and gave me the correct one. They said anything I have done they don't seem fit before payment I am out of pocket. I called Gates back and asked about it. I was told I would get a call back. No call. I called again and talked to service guy and he said he would call me back. No call backs. This went on for 3 days so I went in person. He said he meant to call me. Apparently, the lady who pays those said my warranty was ok and a hand written note with my correct contract number on it. She also must have discovered that. I called the warranty back and they said it was not ok and not paid. I asked if I could take my Jeep somewhere else due to the lack of service I was getting unless I showed up. I took it a mechanic in Lexington. They ran the code and informed that code had been stored and so if someone inspected it they would have seen it. They got same code and I agreed to let them go further. They called me back same day to tell me my engine was covered in a sticky residue all over and inside the engine of my jeep that when they pulled the spark plug it was covered as well. They said this had to be a long-standing problem for an engine with only 46k miles on it. I had to pay $800 for a double cleaning on my engine for them to be able to work on it. Out of pocket because the warranty was still NOT PAID. They said there was NO WAY someone didn't see this as they took cover off and noticed it right away. They wanted to go further but I couldn't let them as my warranty was not paid and us coming up on first week in June. I told the mechanic to hold off and waited another week and yet no warranty paid. I picked up my Jeep without the repair. I brought it home. And a week later they finally paid the warranty. The lady who pays the bill tried to have them pick up the check but he cancelled, and then she over-night the check. But that was a month after purchase. The warranty company did say most lots do that. But when I had to have my Jeep fixed less then a week after purchase and need the warranty, they should have rushed it. I spoke with my salesman and told him what happened. He told me he would talk to someone and apologized and just wait to hear from him. Beat you can guess it.....NO CALL! I took my Jeep to Mann dealership down the road from Gates. They found out I needed to replace the head on it. They took care of my Jeep and me. Then I was informed my warranty company I should have been offered a underwriting in case I modify my Jeep. NO ONE SPOKE TO ME OF THIS!!! I could void my warranty without knowing it. I asked Mann and now I am in talks with their finance guy about adding it on to my warranty. Today I got the registration and found out they spelled our name WRONG. So now I have they to deal with as well. I have bought many of new and used vehicles in my time. But never have I ever had this situation. I am disgusted by how things went with GATES Ford. And I would question the service department. My mother-n-law told the salesman we would be back when she was in country again to purchase another car for her. Not happening now. We will go to Mann and see what they have to offer. We will go to a buy here pay here with shady signs and sweaty salesman before we return to GATES. read more