Category: | Ford Dealer |
Address: | 3200 Library Rd, Pittsburgh, PA 15234, USA |
Phone: | +1 412-881-0001 |
Site: | kennyrossfordsouth.com |
Rating: | 3.6 |
Working: | 9AM–9PM 9AM–9PM 9AM–9PM 9AM–9PM 9AM–6PM 9AM–5PM Closed |
KY
Kyle Stewart
I recently scheduled an appointment to have my SYNC updated as the entertainment system became “unavailable" within 23 months of owning the vehicle with Kenny Ross Ford South off of 88 in Castle Shannon. I was told that while the issue I encountered is a known software problem, and while there is a recall for part of the SYNC system that is covered under a special five year warranty extension due to the technical fault, I may also have to pay $100 for them to install the software update. I asked about this and was told that it may or may not solve the problem, but that I would have to pay the $100 regardless of whether it fixed the problem if it was not solved by the covered solution. I indicated that I was not satisfied with this answer, I don’t pay $100 for anything that may or may not deliver a solution. It’s not that it’s that much money, it’s that if I pay for the software to work (which doesn’t to no fault of my own) then when I leave it should be fixed and it should work. Paula then stated, “Your satisfaction reflects on my service, not on the policy of the dealership” to which I replied, “Then the dealership should know that I will not be satisfied without a resolution if I have to pay to have something fixed and it doesnt fix the problem.” She responded with, “Well I don’t think I want your business then” which I have never heard anywhere before. The service manager then came out from behind his desk, Kevin, and went through the issue again. He said, I was threatening Paula with a bad survey (is that a threat?) and I restated, “No, I said, if you are asking if I will be satisfied with paying $100 for a solution that you don’t end up providing, then no, I will not be satisfied. And if the fix is not made, but I am charged the $100 and I get a survey, then no I won’t say I am satisfied because I am not. The problem isnt solved.” He then said the following, “We don’t want your business. You need to go to another dealership.” I clarified, “Excuse me?” He clarified, “You need to take your vehicle somewhere else and never come back again!” Just to give some context, we have two leased vehicles that cost about $85,000 combined. One of them is up for renewal in a year, the other in six months. We won’t be replacing them at Kenny Ross, and I wonder if it was really worth it over them not being able to just guarantee the fix I paid for would work. I called another dealership and they sated that the standard price for a software update was $49, and that if they performed an update (and the warranty work didn’t fix it for free) we would either not pay the $49, or they would find another solution. I then contacted Ford Customer Service who confirmed this. What is strange is not only that they told me to “never come back” something I have never been told before in my life, but that they had apparently made up an even number to charge me which was double what is standard for other Ford dealerships. You can make your own judgements about my experience, and maybe I caught them on a bad day, but one thing is certain, they asked me to never come back, and I will oblige.
LA
Laura Curtis
If it was not for Mark, Joanne and Jarrod I would have given a 1(very bad) on all of the above. And the only reason I would recommend the dealership to someone else is because I have chosen to believe that my experience was because of one person not Kenny Ross Ford Self in its entirety. Unless you plan on buying a car outright and having no questions DO NOT let Drew help you with a car. He ignored my questions, talked to me like we were ex girlfriend and boyfriend, and did nothing to help me with my problem. He did not even tell the sales manager what was going on. To make a long story short there was a discrepancy in what I thought was happening with mailing information to my co-signer and what they actually did. Which was not an issue in and of itself because I knew it would take time, but being ignored when asking why it was taking so long and treated like it should be no big deal was an issue. At one point Drew actually rolled his eyes at me and told me, "well hook you up with a full tank of gas". When I DEMANDED for the third time to talk to someone else; he finally got up and went to get Jarrod. Jarrod was kind, explained things, looked into the issue by calling UPS, and was appologetic and understood how I felt and why.After being ignored, parinated, and mocked by Drew, Jarrod made me believe that Kenny Ross South was a reputable/professional dealership again. He accomidated my needs and was helpful through the rest of the process. Mark was who took over when I came to claim the car (I met him when I walked in the first time and should have stayed with him instead of going with who I made the appointment with). When i was there beyond upset at how Drew had regarded me he bought me a soda and helped make me feel comfortable with the dealership after losing faith. Mark was professional and helpful in what was probably the easiest part of the process. I would recommend Mark to anyone as the sales person of choice. My experience was probably one in a million because it did take some extra work with the mailing situation. However, it is still an example of Drews unprofessional behavior and inability to do what was necessary to secure his sale. Therefore, my recommendation is that if you want someone who will take responsibility and not blame everyone else for a situation, as well as answer your questions no matter how many you have or how many time you call, DO NOT GO THROUGH DREW. Learn for my experience. Hopefully Kenny Ross, who is known for caring about their good name, will get rid of hm sooner or later for running thier name through the mud. Thanks again Jarrod, Mark, and Joanne!
PA
Paul Stadelman
I recently bought a 2006 Ford Mustang from Kenny Ross. The sales experience was GREAT with Tristan Brock. He was available when it was convenient for me and worked hard to answer all my questions and meet all my needs while going through the car purchasing process. Chris, the sales manager, was also very helpful. I would give my sales experience a 5 star rating. My experience in buying cars is the initial sales experience can sell you one car, but the service experience is what brings you back for future vehicles from that dealership. Very shortly after buying my, admittedly, 11 year old car some belt and brake noises developed. Tristan once again stepped up and helped facilitate my service appointment with the help of Jeff, a different sales manager. Both returned my calls quickly and expedited my service appointment. When dealing with the service department my initial impression was not bad, but not great either. I tend to have my vehicles serviced at the dealership where I purchased them and I am not 100% sure I will do this at Kenny Ross. The brakes were fine upon inspection, but I thought they could have done more to ensure my return to eliminate the noises from the pads. Usually an easy fix with some oil/grease application on the calipers or cleaning the rotors, but they didnt seem to want to do it and just told me to drive the car more and hope the noise goes away. The belt squeak was the idle pulley which is covered under warranty, but they arent willing or able to replace it until it breaks totally. I thought more could have been done here as well since it was seemingly an easy fix if it is anything like my SUV that had an idle pulley break. I am not done with the service department at Kenny Ross, but will be basing my decision on my next needed service that is more than just a normal oil change. In short, I would recommend my sales associate Tristan and I would recommend this dealership to others who are interested in purchasing a new or used vehicle. Stay tuned for reviews on the service department! I will say they accommodated me with a quick appointment and called me right away while evaluating my car. So things look more positive than negative.