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Complaint Details
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Initial Complaint
03/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Ken Grody Ford in ******** has now had my truck for 8 days. It was brought in for repairs. I have over a dozen phone calls and text messages sent to them without replies. I've been put on hold and then disconnected. I'm only looking for an answer as to the status of my truck. We've bought 2 cars from *** Grody, but I don't think we'll be buying anymore from them.
Business response
03/04/2024
The customer was contacted and was notified his vehicle will be completed by Wednesday.Initial Complaint
08/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased an Explorer on December 31, 2017 and paid for the extended warranty (it was good for 6 years or ****** miles). I was told that the warranty covered BUMPER TO BUMPER on everything EXCEPT rubber items (tires, belts, wiper blades, etc.) . I needed to take it in for an oil change, the rear a/c wasn't working, the lift gate only opened 1/2 way, the battery wasn't holding a charge, and the gas tank cover wouldn't stay shut. Suddenly my "full coverage" wasn't covering everything and the totals kept adding up. They also wanted to do a "non-covered" transmission flush (There's only 48k miles on the tranny), which I refused due to the inflated cost. They kept it for 4 days and only got the oil changed and battery replaced, so I picked it up due to needing my freaking SUV! I made another apt (they kept it for ANOTHER 4 days!) and all they did was calibrate the liftgate. The gas tank door vault wasn't covered (according to them) and they wanted to charge me $558 for a $38 part! This SHOULD BE covered as it's not made of rubber, so either the salesman/finance mgr lied, or the service advisor lied, either way, someone at KG lied! The 36 month Motorcraft battery ***** brand) was defective and needed to be replaced after only 32 months, but since this battery was a replacement of the original defective battery (lasted only 30 months), they didn't want to replace it! After several phone calls, they agreed to replace it, but charged me a $50 installation fee! If you install a 36 month battery, it needs to be warranted for the full **************************************** a replacement. Over the past 22 years, I have leased 2 vehicles and bought 4 vehicles, but this will be the last vehicle I'll buy there! Be careful of KG's shady business practices!Business response
08/30/2023
Dear ****************. After reviewing your case I will direct our ****************** in ********** to facilitate repairs and provide a loaner or rental for alternative transportation while we are repairing your vehicle. All will be done for no charge. I apologize for the mis step here and we very much appreciate your business. ******, our ****************** Customer Relations Manager will reach out to you this morning. Thank you Sincerely.Initial Complaint
08/04/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Hello, I have been trying to cancel my bumper to bumper warranty and premium care for my 2017 **** Focus SE for a couple weeks now, I was told that I was going to receive a call to help me complete the refund and I havent receive nothing.Business response
08/15/2023
The customer was contacted, and his warranties have been cancelled. He will be receiving a check in the amount of $189.03.Customer response
08/16/2023
Hello, after the complaint, the company email me to refund me, they said that my 2k warranty that I bought from them is worth 183 dolars, and thats my total refund for both the warrantys I bought from them.Business response
08/22/2023
Upon review we made a mistake the amount of the refund will be $1495.00 back to the customer.Initial Complaint
07/31/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
I originally leased my **** Ranger and had a decent experience, but that all changed when I tried to complete my lease buyout using my preferred lender. I was lied to about having to use their lender by *******. He stated, if I didn't use their lender, it was against their policy to provide my lease buyout documents and no deal could be made. I let them try to match my preferred lender apr rates which came in 1.5% higher than my preferred lender with worse terms, so I refused. **** Finance allows you to use any lender to complete a red carpet lease buyout. Youre supposed to go through the originating leasing dealership but *** Grody has made it impossible to complete this transaction. I spoke to the Customer Relations Manager ***** who hasn't provided any resolution or furnished the documents needed to complete my buyout. All I want is the purchase order documents needed to submit to preferred lender to complete my lease buyout.Business response
08/07/2023
Customer was contacted with different options to resolve this matter and provide him with the needed information to complete his lease buyout.Customer response
08/07/2023
I never received a call back from *** Grody after leaving multiple messages with Customer Coordinator ***** even after I was told shed call back. Its hard to provide any resolution when you dont return customer calls.Business response
11/09/2023
Attempts were made to contact the customer offering options on completing the lease buyout with no success.Initial Complaint
05/26/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We were looking for a used truck and seeing online a truck at Ken Grody Ford on 5/13 for $28k went to take it for a test drive & was told we can sign the paperwork on Monday when I return with the check from our ************* Sticker price was $33k but they informed me they would sell it for the Internet price, however when I went to pick it up, they stated at 1st the horn didn't work, than after that there were electrical issues & was sending the truck to auction, they weren't selling it, but we checked online again & it was still for sale but now for $30k. the next day it went down to $29k my daughter set up a test drive to see if they were lying to us & YES the horn was fine & no electrical issues. They then again raised the price again to now $30,500 the 1st price online was $28k & they lied to up the price & do price gouging. This is false *************** would like the original price that was online even if it was their error.Business response
11/09/2023
Customer was reimbursed the difference in price from when she test drove to when the purchase was completedInitial Complaint
05/01/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have been trying to cancel my service plan and warranty plan for my 2022 **** f-150 lightning since 4/20. The finance manager said will give me a call but until today I have not been able to speak to him once. I have not been able to get help other than more push back. All I want is to submit a cancelation request for my premium service plan and my extended warranty for a pro-rate refund.Business response
05/09/2023
Miscommunication, the finance manager he was trying to get ahold of was on vacation. This has been resolved and the customer is completely satisfied.Initial Complaint
02/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
ON 02/23/2023 Surfing the web for a **** Dealer for a oil change for my F-150 KEN GRODY FORD in Burena Park was running an updated coupon special for an oil change, on their web site it ******, **** Service Specials in Orange County **, we updated our service specials regularly so check our CURRENT **** service coupons as of 02/23/2023, key words are current **** service coupons AS OF 02/23/2023 BELOW.I located Oil &Filter Change Sale Price $44.95. I printed out the coupon drove down to KEN GRODY FORD at the service desk i was informed that the coupon had expired. had the oil change performed at a rate of $80.62. Went home off KEN GRODY FORD web site Printed out ************ Specials in Orange County **. shown them key words CURRENT and AS OF 02/23/2023 with no avail. I might be wrong but that's misleading and deceptive business practice. True I should have look at the date on the coupon. But why minutes before read updated, current and as of 02/23/2023.Business response
03/28/2023
Service manager will refund the difference of ***** (will mail to customer address on file).Initial Complaint
02/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed a retail order for 2022 maverick, to which it arrived around Nov 16 2022. With this purchase, I was asked if I was interested in an extended warranty plan. I agreed under the impression that I would be able to cancel the warranty if I later had a change of plans within the 30 day grace ******* During the paperwork process the finance department mentioned to me if I was no longer interested in the warranty plan I could cancel within the 30 day grace ****** if I returned a cancellation form and had not claimed and service. To which I did I went back to *** grody on Dec 13 2022 and spoke and gave my cancellation form to ********* one of the finance members. He mention to me it can take up to 4 to 6 weeks to reflect on my finance agreement. To this day he has not canceled my warranty. It still shows on my financial statement. I have tried to reach out several times with no luck. He has failed to reach out even after leaving several voice messages. I spoke with another finance member and he stated that he has yet to submit the cancellation form and that he could not help me and that ********* would have to submit. All I want is to end my extended warranty.Business response
02/27/2023
Was resolved by Finance Director - refund it being processed.Initial Complaint
08/06/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
This transaction occurred on 7/23/2022. After waiting nearly two years, I was told my **** Bronco would be available to be picked up in late May 2022. Based on that I went ahead and paid for the vehicle with favorable financing. Afterward however the vehicle was delayed again and I had to go through the trouble and expense of getting a refund because the bank was demanding title and wait. The vehicle finally arrived on 7/23/2022 and I had to obtain much more expensive financing. The sales staff of course tried to load up on worthless items like an extended warranty which I later cancelled but I also now found out they did not give me the trade-in price for my ************************************************************************************************* a vehicle for a new one. I was shortchanged to the tune of around $1200 difference in price.Business response
08/11/2022
Customer has been contacted and a refund has been issued. Customer is happy with resolution.Customer response
08/11/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*********************************
Initial Complaint
05/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
May 9*h 2022 I wen* *o *** Grody for my end of lease on my **** Edge 2019.I was *alked in*o ge**ing *he new 2022 edge i* was supposed *o be same fea*ures if no* be**er *han wha* I had. my paymen* wen* up abou* $200, when *he car go* delivered *o my house I no*iced *he nex* day *ha* i* doesn"* have have same fea*ures as *he 2019. I called *he dealer bu* *hey are jus* giving me *he run around *hey haven'* called me back . I'm very disappoin*ed because II feel was I lied *o *hey don' * wan* *o resolve *he issue.Business response
06/27/2022
Customer met with management and came to a resolution that she was satisfied with.
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Get a QuoteCustomer Complaints Summary
15 total complaints in the last 3 years.
7 complaints closed in the last 12 months.