Kelly Ford

Reviews 3

BR

Brian K

I purchased a new 2016 F-150 FX4 Lariat in June of 2016 from Kelly Ford. After the sales process of my near 60K truck, the Kelly Ford service department has been an ongoing nightmare. I have been to the service department 3 times in less than 6 months. I won’t go into detail about every problem but will focus on one, this one the service department has not fixed and passed the buck to someone else. So the story goes, two weeks in my new truck I began to hear a high pitched noise when the truck shifted gears. Knowing this should not be happening to a truck with 500 miles and worried about what problems this could lead to. I called Kelly Ford and made an appointment to have this looked at. After dropping my truck off I was called and told the service department could not hear the noise, I needed to come drive the truck. I arrived at the dealership and the service manager and I went on a “test drive”. The sound was present the entire time, but the service manager said he did not hear anything. I thought ok, no problem, take it back to the dealership and run some tests, they will find the noise and fix this. Wrong. We went back to the dealership and I was told, drive your truck until your first oil change (5000 miles) and we will look at it then. Because your truck is “too new (2016)” there is nothing in our Ford database to help diagnosis the problem….Wait, your service right? 5000 miles came, same story. Told they couldn’t hear anything, begged to keep looking and they did. They kept the truck for 3 days. I received the call to come pick up my truck rep said they went on several test drives with multiple service technicians but couldn’t hear the noise and there is nothing they can do. I was told I needed to understand, “Kelly Ford does not build the vehicles, and I shouldn’t be upset with them”. I forgot to mention, I took a picture of the odometer before I dropped the truck off (just had a feeling I may want to do this). 7 additional miles were on the truck. 7 miles – why did you keep my truck for 3 days to drive it 7 miles? I was told multiple people drove the truck for test drives. Not sure how many people can drive the truck if it only adds up to 7 miles but who knows…. Completely defeated and lost I asked the customer service rep at Kelly Ford what my next step would be, I was told to call Corporate Ford, so I did. On December 13, 2016 I called Corporate Ford and told them my experience. The Ford Corporate support rep took down my information, created a case number and informed me that Kelly Ford would call me back to schedule an appointment and further look into my problem. One week went by, nothing from Kelly Ford. I called Corporate Ford back on December 21st. They again confirmed Kelly Ford should contact me. After the holidays and nothing from Kelly Ford, I decided to call myself. On January 10th and 12th I called and left messages for Judy. Finally, Maria (who is the only helpful person thus far) called me back and said she would look into this for me. Here comes the kicker!!! On Friday January 13th Maria informed there is nothing more Kelly Ford service can do because they cannot hear the noise. I was told I should bring my truck to another Ford dealership and have them look at it. Wait, What? You want me to bring my vehicle I purchased from you less than 6 months ago to another dealership? Now I have the burden of locating, traveling and taken time away from work to go to another dealership while you get to walk away from the problem???? I had to write this review because I am beside myself for the lack of support I have received from this dealership. They had the opportunity to be a hero and have a customer for life, now I wish I would have went somewhere else……

CO

cory nason

I purchased my new Ford Taurus from this dealership in Late 2013. In 2014 we started experiencing a clicking noise in the front end while turning. The first time we brought the vehicle in they told us that Ford had released a technical service bulletin for the issue and that all they would have to do is replace the washers in the steering to correct the issue. Well soon after picking the vehicle up from the dealership the noise was back. We brought it back in and the dealership advised that they really could not hear the noise but were going to replace the axle anyway as they felt this would solve the problem. They were wrong again. I brought the vehicle back into the dealership two more times with the same concern and they kept telling me that now they cannot hear it. I then scheduled an appointment for their shop foreman Paul to ride with me to hear the issue. I came in on the day we scheduled and waited for 30 minutes in the service drive for guy from the dealer to open my door and sit down not saying a word. I assumed he was the guy taking a ride with me and he said, "Yup, I dont work on cars anymore." As soon as we pull out of the drive the noise occurred. Paul, the "shop foreman," stated, "well we need it to happen more than once." We continued on our drive. We turned down a street and the noise happened again. This time he states, "well sometimes its hard to find a problem when it only does it twice." Once again we continued. The vehicle would click every time I turned and he started naming issues that could be wrong with the vehicle. We went back to the dealership were he then told the adviser working with me to schedule me in for a week away. Irritated by how I had been treated by a dealership that I purchased my car from, i decided to get a second opinion. I brought the vehicle to Palm Bay Ford which is actually 10-15 miles closer to me. I advised them of what the vehicle was doing, showing the service adviser one time the noise it made and he agreed there was an issue and would take care of it. Less than 24 hours later he gives me a call and sends a picture to my phone. The picture was of a bungee cord wrapped around my strut tower with the ends hanging on to different pieces of the car. He advised me they took the vehicle out for a drive, heard the noise, removed the bungee and the noise went away. How can this happen? I understand people make mistakes but for 6 months I had been complaining about a noise and they turned me away saying the here and see nothing. How would a dealership who claims they just rotated my tires have not seen this? Pathetic. Never use this dealership.

S

S Whitson

Right before New Years I found a truck I liked the rebates were almost 10k! I contacted Kelly ford online and quickly received a response from a wonderful internet salesman Phil Pettus! His calls and emails were very professional he followed up just enough not to be pushy. I was also considering another car (Mercedes GLA). My last 4 cars have all been Mercedes and Audi. I was having a hard time leaving what I considered a luxury vehicle for a truck. Once I finally decided on the F-150 a few weeks latter. I went without an appointment to Kelly Ford. I was pre-approved by my previous lender and was ready to buy. I have purchased several new vehicles in my life I had no problem going as a single female to buy my next. When I arrived I noticed several employees standing at the door all looking at me.. Felt like they were all ready to pounce!!! Not fun when going to a dealership no matter male or female. Thank goodness I noticed someone walking to the internet sales trailer. I can not recall his name, but I think he was a manger. He escorted me inside to see Phil. Unfortunately at the time he was working with someone. They sent me to Chuck who was also very nice. This seemed to cause some obvious displeasure with some of the salesmen standing out front. I already had a list of trucks I wanted to see. Chuck showed me all of them he worked with me for over an hour pulled my credit told me I was approved for the 0% financing, but we just couldn’t make the #’s work on my MB E350 trade in. A few weeks latter I looked again NOW they had 0% AND REBATES!!! I called and talked with Phil. Gave him the info on the truck I wanted. He told me they would take another look at the info they had from my last visit and see what they could do as the next day way the LAST day of 0%. Phil called me latter that night and asked if I could come in the next day (it was his day off) Needles to say he made the #’s work!!! I was then passed to Sandra Smith who was BEYOND WONDERFUL!!! 5 starts wouldnt come close to describing her dedication in closing the deal!!! This wonderful woman went so above and beyond!! Sandra even spent an hour searching my trade-in for a necklaces I lost!!! Kelly Ford should be proud to have employees like Sandra and Phil!! I also wanted to mention how pleasant Nikolai Alfread was. He had no part in my sales experience, but went out of his way to ask about my new truck, trade-in and so on. He also is an asset to the dealership! Thank you Sandra, Phil and Nikolai! You have by far surpassed any experience I have ever had at a "luxury" Dealership!