Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are traveling through ****** and knowing we would be in Anchorage where there is a **** dealer, we made an appointment to get our transmission diagnosed and fixed. We brought it in on 7/16/25, and they ran a test, were told that it they needed to open it to diagnose it. We were also told that there was metal shavings in the transmission fluid. We let them know that we were on a camping trip from ******* and that the truck was our only transportation, we only had reservations for a few days, and needed to be able to leave as soon as possible. They told us it would take 3-4 weeks. Our truck is under warranty also. They have no loaner so we had to rent a car. We filed a complaint with the ************, and after calling several times and talking to them, they said they would move the warranty approval through but didn't have anything from the dealer and the dealer has to send them the request. They also said that if it's a parts issue, they can get the parts to the dealer.We called the dealer on 7/18 but no one called back and called again today, 7/21/25, to be told it hadn't even been looked at. We believe they don't want to work on it because warranty work doesn't pay as much as out of pocket work. We have lost our reservation money for this week for where we were supposed to go, and had to pay to stay where we are. We know this work has to be approved but it can't get approved if it's not even properly diagnosed. We can't stay here for 3-4 weeks. We need our truck fixed.

  Business Response

  Date: 08/01/2025

  Thank you for the opportunity to respond to customer ******** ****** concerns and provide some clarification on the situation.  Firstly, we would like to make clear that Kendall **** of Anchorage ("Anchorage") understands Ms. ****** frustrations with the quoted time to complete the repairs and the lengthy process for approval from the vehicle manufacturer of extended service plan ("ESP") work.  Kendall is sympathetic to Ms. ****** and her family's concerns and wants to help her to the best of its ability.  Although Kendall is willing to help Ms. **** in any way possible, there are time and approval limitations on what Kendall can reasonably accomplish in the given timeframe.
  
  For some background of Kendall's interaction with the customer, the customer made an appointment on July 16, 2025, to have the vehicle inspected due to experiencing transmission issues.  Kendall service representatives preliminarily diagnosed the issues with the vehicle and informed the customer they would likely have to open the transmission, as a full tear down to completely diagnose the problems was likely and quite common.  The customer mentioned her family had a similar issue with the transmission earlier in the year and was not sure why the prior dealer located in ******* had not fixed it.  A Kendall service representative explained that **** has service bulletins out for the transmission issue the customer experienced, but there was a likelihood that the transmission repair entailed a more comprehensive fix than what was included in the service bulletin.  The Kendall service representative also explained that there is a longer approval process for ESP work, as the vehicle is now outside of coverage under ****'s powertrain warranty.  ****'s standard powertrain warranty covers certain warranty work for a period of 5 years or ****** miles, whichever comes first.  As the vehicle is now outside the warranty period, the lengthier approval process for ESP work is required. 
  
  For the ESP approval process, **** requires a tear down of the transmission to failure to then submit a request for approval of the work, including photographs of the tear down, based on the full diagnosis.  Kendall service representatives explained the requirement to tear down the transmission for manufacturer approval to the customer.  Based on the extensive process to tear down the transmission first, then to get approval to perform the necessary repairs and complete the same, Kendall service representatives also explained the time and demand constraints for service work to this great extent.  Kendall was and still is more than happy to work on the vehicle to assist the customer, but given the extensive, hands-on process necessary to obtain approval and then complete the work, the full repair process could conservatively take three (3) to four (4) weeks.  Even if Kendall were to move the customer up in line for service, thereby depriving other waiting customers of their place who were in line before Ms. ***** the repair process would still take a substantial amount of time.  
  
  And on a final note, the speculation that Kendall does not want to work on the vehicle because "warranty work doesn't pay as much as out of pocket work" is not accurate.  Kendall wants to help the customer to the best of its ability, and the amount of money the dealership is paid is simply not a factor in the amount of time necessary to complete the work.  To the contrary, work covered under warranty amounts to the same payment as work being covered out of pocket.
  
  As of the time of submitting this response, ESP has approved the work and parts to replace the vehicle's transmission under coverage.  The replacement transmission parts have also been ordered from ****.  Kendall representatives informed the customer that the work has been approved, and the parts were ordered. 
  
  In sum, Kendall will do the best it can to assist the customer in repairing the vehicle.  But there must be a reasonable expectation and understanding of the many constraining factors in completing the repairs in the requested timeframe.

  Customer Answer

  Date: 08/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:02/06/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had repairs done at this facility and they claimed it needed a new hybrid drive motor, when it needed a new transmission. They shipped the vehicle away without proper repairs and falsified documents that stated I declined a transmission repair. The vehicle was shipped to ******* and within 17 miles of driving the vehicle it was evident the proper repairs were not made. Advised the facility that I would like them to pay for the shipping for the vehicle (1800), as the proper repairs were not made. Required multiple flights to get vehicle, and ultimately had to have it towed back to ***** due to their negligence.

  Business Response

  Date: 02/17/2025

  Kendall has reviewed the Customers complaint and understands the frustration regarding the challenges faced with the vehicle and service process. We appreciate the opportunity to address her concerns.
  The Customer arrived on July 15, 2024, and ******************** prioritized the vehicle despite a heavy workload. Diagnostic testing was performed, and an update to the Powertrain Control Module (PCM) was done based on the relevant technical service bulletin. The codes did not reappear after the test drive and the vehicle was returned to the Customer in working order.
  On August 5, 2024, the Customer returned reporting additional issues. After a thorough diagnostic evaluation, Kendall determined the problem stemmed from the hybrid drive module and recommended its replacement, following Fords pinpoint test (PPT) procedure. The hybrid drive motor was on backorder, causing a six-week delay. The customer chose to purchase another vehicle during this waiting period, knowing the vehicle would need to be shipped back to her, at her own expense. After the repair, extensive test drives were conducted to ensure the vehicle was functioning properly. Kendall drove it an additional 100 miles for quality assurance.
  At no point did the transmission show signs of failure during inspection. A transmission quote was entered as a worst-case scenario before the inspection of the vehicle, but standard diagnostic procedures found no issues with the transmissionfluid was in good condition with no debris or failure indicators. Kendall followed ****'s repair guidelines, and the vehicle was returned to the customer in safe, operational condition.

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22910223
  
  I am rejecting this response because:

  The vehicle was clearly not fixed, if it had been, when I picked up the vehicle from the shipping yard it would not have shown transmission jumping RPMs within 17 miles, as previously shown through video, when requesting the repairs from the facility. If safe is losing power through a mountain pass, I hope their family never has to drive a vehicle repaired by their facility. I chose to buy another vehicle so I made it home alive, after living in their parking lot for 3 weeks, with them telling me Id was going to be ready each subsequent day.  Horrible customer service, I hope their business stays afloat w the $1800 Im requesting they refund. 

  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:11/02/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a brand new vehicle (2023 **** Bronco) from Kendall ****. Within only a few months, the vehicle began to have engine issues. I had a very difficult time trying to get my vehicle serviced at the dealership although it was under warranty. The same issue has reoccurred and now, Kendall **** will not service my vehicle, will not return my calls and the vehicle is still under its original warranty. All I have tried to do was have my vehicle serviced and the warranty expressly states. But Kendall **** continues to be either negligent or willful in any interest to honor warranty obligations. At this point, since Kendall **** is unable to honor any service and warranty agreements, I request them to buy back vehicle.

  Business Response

  Date: 11/22/2024

  The service department reached out to Customer in an attempt to resolve any outstanding issues set forth in the complaint. However, Customer declined to have a service appointment scheduled.

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22504877
  
  I am rejecting this response because:  The caller suggested am appointment in March of 2025 when it is currently November of 2024 and I have been trying to get warranty issue resolved since April of 2024.

  ****/caller did not at all respond to my complaint about the multiple times a pick up of my vehicle was scheduled and no one showed up, called, etc. ****/caller did not at all respond to my inquiries of why there had been multiple times of me being told someone would call me and never did.

  Ford/caller did not at all respond to my BBB complaint of the above issues and that my only interest now is to have **** buy back this defective vehicle.

  
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They discriminate and took my vehichicle without notice and it's not more than a 30 day and they didn't get hold of me but it's in my residential where the car they impound and all my personal belongings are in there that's got me trauma that I lost my job and can't get hold anyone I called police report and been trying call them but their put me on hold so I walk 5miles that took me a day to get there in the company then I'm exhaust and I'm really passing out I'm with company of ipatience and when we got there the general manager *** **** went with an attitude that they barely how we doing and my patient is thirsty no jokes the just one said that they take back the car because can't get hold of me I mean the car is in my residential and all personal belongings so she doesn't want to be a good time for a good conversation because there's nothing the contract or anything that they can do that because they against the law and until now nothing else for me but I have all documents I'm trauma to do for a while I have to get a chance to get back to because I didn't went back in two and all my personal belongings are in the car.,I mean this is not human and right and i want to get apologize and can't get a good thing for the trauma and feel like not a human that they didn't even get chance to grab my belongings in the vehicle I lost and my job is waiting because that vehicle is for a good thing to get my job.

  Business Response

  Date: 10/08/2024

  Kendall apologizes for any confusion Customer may have regarding the repossession of the vehicle at issue. Customer came to Kendall to make a vehicle purchase and applied for financing. The potential lender required that Customer provide certain information before the loan for purchase was formalized. Customer took possession of the vehicle before the financing process was complete, and his continued possession of the vehicle was contingent upon financing. Despite Kendall making numerous contact attempts to gather outstanding information for financing, the Customer was unreachable. All numbers provided to Kendall by Customer were disconnected after he took possession of the vehicle. Because the financing process was never complete, the loan was not funded. The Customer does not have a legal right to continued possession of the vehicle without payment of the purchase price. Because this did not occur the vehicle was located using the GPS tracking device, disabled, and repossessed. Direct notice to the Customer was attempted, but despite best efforts and reasonable attempts, Kendall was unable to reach the Customer.
  
  The Customer is put on notice now that he may claim his personal belongings that were in the vehicle at the time of repossession. He may claim his personal items by contacting Kendall Ford of Anchorage at (866) 591-3517 any time between 8:00 A.M. and 5:00 P.M. Monday - Friday and request to be contacted by the General Manager to determine a mutually agreeable time to access his personal items. Customer is requested to bring the spare key for the vehicle that he is still in possession of, at such time. Customer must collect his belongings within 10 days from the date of this notice. After 10 days from the date of this notice, all personal items may be disposed of and will no longer be guaranteed available to redeem. 

• Initial Complaint

  Date:04/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Appointment was made for break inspection due to metal on metal noise coming from the front of the vehicle. I arrived at the shop, and upon meeting the employee who assisted throughout the day; made mention of the drivers side front rotor making a loud metal noise. I clarified I could hear it coming from the front left wheel. I was told the car will be break inspected, however they do not charge for break inspections at the place of business. I agreed to this. I wait, and get the news that the mechanic found that the noise was coming from the back rotors; due to being warped. The quote for the repair was $907.60. I was quite surprised the noise was coming from the back and even inquire about why? The response was due to heat the rotors can warp. I pay the $907.60 and take possession of my car. Not 5 minutes later the noise is back, so I drive back to the dealership and make them aware of the reoccurring issue. Nothing had been better either, it was the same noise and same intensity of metal on metal. They retake possession of the car, and pull the front rotors of the vehicle off, finding rust. I get a new quote for ******. I give confirmation to do the repairs. Both quotes I was charged an extra $50 in shop supplies as well. After waiting for the repairs I retake possession of the car, and the issue is fixed.... As I stated prior to giving possession in the beginning; the drivers side front wheel, is making noise. I just trusted the judgement of the dealership mechanic. Thank you.

  Business Response

  Date: 05/08/2024

  Upon receiving this complaint, Kendall contacted the Customer to discuss his concerns further. ******************** provided a refund to the customer on the original repair. To ********************'s knowledge, there are no outstanding issues related to this complaint. 

• Initial Complaint

  Date:11/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Details of problem included below.

  Business Response

  Date: 12/06/2023

  Before the Customer filed his complaint, ******************** had been in contact with him and the ****************** regarding the vehicle at issue. The warranty repairs authorized by the manufacturer were completed on the vehicle before the complaint was filed. Kendall was not authorized to extend the warranty on his vehicle, as such his request was denied. Moreover, Kendall was not in a position to provide the Customer with a new vehicle, as all repairs had been made and his vehicle was in good working condition. Since filing the complaint, the Customer has picked up his vehicle from ******************** and has not communicated any functionality problems. To Kendall's knowledge, there are no outstanding issues and there is no further action for Kendall to take on this complaint.

• Initial Complaint

  Date:09/16/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ************************* **************************** ************ Summary: Fraudulent Purchase Kendall Ford Anchorage Original purchase November 22: Certified Pre-owned 2020 **** Escape $28,000, $5000 cash, $22,000 financed.Vehicle swap: after multiple power failures on March 23 2022 dealership suggested a vehicle swap, refused to buy back vehicle. ***** CRV- transaction seems to have *** errors, almost $43, 000 secured under another loan, $31,000 financed with payments almost doubled original finance charge, down payment not transferred. ******** refusing to talk to me regarding this transaction. Credit Union only uploaded documentation 6/30/23 upon my request for additional information. Manufacturer recalled 2020 **** escapes earlier this year for power failures. I was sold a vehicle that I think was not certified pre-owned and that is the fraudulent part of this transaction.I presented this to the ***************. They said this is out of their hands. I presented this to a Lawyer who agreed that this transaction was unfair was was too expensive for me to see all the way to court. I had additional documents that are too large to attach to this complaint. Can I mail them?

  Business Response

  Date: 10/04/2023

  The Customer purchased a 2020 **** Escape on 11/29/2022 for $27,988 + $260 DMV - $5000 cash down which equated to an amount financed of $23,248. At that time, she qualified for ****% at 84 months. In the complaint, the customer stated that it was a certified pre-owned vehicle, which is incorrect. However, the vehicle was still covered under the manufacturer's warranty. 
  

  On 3/9/2023, the Customer wanted to trade out of the vehicle due to electrical concerns. Kendall facilitated a trade-in and the Customer purchased a 2022 ***** HRV. At the time of this transaction, the Customers credit had changed and she qualified for *****% at 84 months. She also opted into purchasing an extended service contract and GAP insurance which amounted to a total of $31,003.44 that was financed.
   
  A month later Customer emailed with concerns regarding the pricing of the transaction. Kendall contacted Customer and explained the transaction in detail with a cost breakdown. The Customer was dissatisfied with the explanation. The Customer then visited the store and the Sales Manager printed out the paperwork that the Customer signed at the time of sale, going over, and clarifying the transaction figures with her. After that, she was still dissatisfied and requested a meeting with the General Manager. The General Manager, Sales Manager, and Finance Manager met with her. All of the transaction details and costs were reviewed with her and she was again provided with the paperwork she signed at the time of her purchase.
   
  Every time the Customer has requested to review the transaction Kendall has obliged. The Customer states she would like credit restoration and cash compensation. As all elements of the transaction were proper there are no items that require compensation, nor are there any steps to take for credit restoration. Kendall has met with the Customer numerous times and gone over in detail all of her questions related to the transaction and provided all the paperwork for her review. The full cost of the transaction is legitimate and accounted for. As such, Kendall is unable to provide further assistance to the Customer on this matter. 

• Initial Complaint

  Date:07/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a 2020 Kia *** on June 2, 2023. Car was worth almost $20,000, and after purchasing my car, I had to wait days so that they could install a gps in my car. Per the ****** ********** of ****** Safety, the last day that studded tires could be on a vehicle in Anchorage was May 15th. I am a female in the military and new to anchorage, and I unfortunately dont know much about cars, let alone all laws specific to ******. I am absolutely dissatisfied and disappointed that this dealership knowingly sold me a car with illegal tires, even after taking it to the shop. I was not informed of this when I bought the car. I now have to pay almost a grand out of pocket for not only new tires that couldve been handled at the dealership before even putting the car up for sale, but I now have to pay for a ticket.

  Business Response

  Date: 07/31/2023

  We have investigated the Customers BBB Complaint. Kendall communicates its apology to Customer for not informing her that in ****** studded tires are only allowed during certain times of the year; if Kendall had realized that she was unaware of the law, she would have been informed.
  

  Upon investigation, Kendall had no record of Customer contacting them regarding her tire issues or dissatisfaction prior to receiving the BBB Complaint. Once informed of the situation, Kendall immediately contacted the Customer and 1) offered to reimburse her for the ticket she noted in her Complaint, which she declined; and 2) informed her they would get pricing for summer tires, and if the cost was not agreeable to her, they would de-stud her tires for free. Ultimately, Customer elected for free stud removal. In a follow-up, Kendall again offered to reimburse for the cost of the ticket, to which Customer declined again. To ********************* knowledge, the issues Customer indicated in her ******************** Complaint have been fully resolved. 
  

  
  

  Customer Answer

  Date: 08/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************