ComplaintsforKen Grody Ford

• Initial Complaint

  01/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On April 12, 2023 I purchased a **** F150 super snake truck from the Ken Grody Ford dealership in Redlands, CA. Shortly after purchasing the truck which retail price starts at $100,000.00 I noticed that my truck wasnt operating correctly. I took my truck to the dealership where I purchased the vehicle to find out what the issue was. The dealership was unsuccessful with the findings upon inspection of the vehicle. The dealership has had my truck in their possession since September 6, 2023. The dealership had to repair my truck before this incident occurred for another issue. The dealership is aware of the ********** Lemon Law, yet I am not being treated fairly. I feel as though I am being discriminated against. The issue is not resolved and hasnt been for months. I am paying for a truck that I cannot operate.

  Business response

  01/22/2024

    ************** had his vehicle in for service on 07-28-2023 with a concern of the message center has a warning that keeps coming up of forward collision not available and the **** was ordered at that time.  ************** returned to the dealership to have the part that was ordered to repair his truck installed. the **** requires programming after installation. unfortunately, after following all of the proper steps in the workshop manual the **** will not complete the programming process. **** Technical hotline was contacted right away and have been assisting the dealer with the repair concern.  Ken Grody Ford Redlands understands the inconvenience to ************** and his frustration. Ken Grody Ford Redlands Tech team and our management team are continuing to work with **** Motor Company in an effort to get what appears to be a factory programming issue resolved as fast as possible. Ken Grody Ford Redlands will make every effort to get ************** truck repaired and returned to him as absolutely as soon as possible.

  Customer response

  01/25/2024

   I am rejecting this response because:
  The dealership needs to find a better solution in a timely manner. The dealership has had more than enough time to find a solution. If one is not found I will seek legal counsel. 
  
  

  Business response

  01/30/2024

  the dealership is doing everything in its power to rectify the concern as fast as possible. we are working with ****************** and the engineering team from ***** We have had several visits from ********** Service Engineers working on ************** vehicle here at the dealership alongside our *************** technicians. Yesterday (01-29-2024) we had three ********** Service Engineers here at the dealership working on ************** vehicle for the entire day. At this time, we appear to be making progress on the concern. Today (01-30-2024) we are working through getting the cameras set up and road testing. At this time engineering believes the programming concerns were caused from an aftermarket devise that the customer had wired in to communication circuits. We are hoping to have ************************ in his vehicle in the next day or two if all testing goes well. 

• Initial Complaint

  10/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I was not made aware that *************************** was checking seven other banks for a car loan. I was given the impression that he was with one bank Doesnt the car dealership have to tell which other banks they are checking? These are impermissible loan applications are on my ********************** Report as listed as hard inquires and they look bad to potential lenders. *************************** intentionally did this which is reckless and dishonest and caused emotional distress I was only given attachment c-3 to sign attachment c-1 and c-2 was given to me by the ********** ****** of ******** General after sent an made an inquiry complaint five months ago Another act of unprofessional conduct. (on attachment c-3) as it states under Federal Notices If appliable to transaction, to help the government fight terrorism and money laundering activities, Federal Law requires financial institutions to obtain, verify and record information that identifies each person who opens and account. Please explain exactly what is being said in very descriptive Essay to **************************************** and myself, **********************? Furthermore, under Federal Notices it says, What this means for you is when is that you will be ask your name address, birth date to identify you, you may also be asked your driver's license? That does not even come close to explain what the top half of the paragraph meant. Why the confusion and delusion? On Document labeled attachment B *************************** states I ask for the interest rate after he went over different options. Now wouldnt I have asked for the rate at the first option? Second point 9.5% APR for a car loan at my exception credit (credit bureau summary attached His he, are even you guys out of your mine? Third Point; why did it take all day (approximately 5 minutes) to get down to ****%? ****% should have been the first and only option. Lastly how did *************************** get my social security numbers?

  Business response

  11/22/2023

  Please see attached 

• Initial Complaint

  03/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2013 Ford C-Max from Ken Grody Ford on 6/11/22 with ****** ***********. I specifically asked him if this vehicle had any known electrical issues, and he stated that it was cleared by his technicians and had no general issues. About 2 weeks later, the car would not start, and we had to jump-start it. Since we have a 30 full warranty, I called ****** and explained what happened. He set up an appointment with ******* *******, Service Department, and upon inspection, they determined a faulty module. He explained that this is a known issue with this vehicle, and the part needed was on backorder with no release date. On 8/30/22, ******* contacted me and stated that the part was unavailable and they would reach out at the end of 12/2022 to see if they could get it. I spoke with ****** afterward, and he said they could do nothing since the part is unavailable. He stated that since this is a used car, it's not really their problem. I'ts March 2023 and I still haven't heard from anyone and I still have to jump-start my car.

  Business response

  03/24/2023

           Ken Grody Ford - Redlands has been in contact with Mr. ******* prior to receipt of the BBB complaint in response to a review left online. Ken Grody Ford - Redlands did reinspect Mr. *******'s vehicle and have been in contact with Ford Motor Company in regard to part supply issues.  Those issues have prevented the dealership from completing the needed repairs. Ford Motor Company has agreed to supply the needed part to the dealership no later than 03-29-2023. As soon as the part arrives Ken Grody Ford - Redlands will be happy to complete the needed repair. We do apologize for the inconvenience and are looking forward to restoring the vehicle to proper working order. We estimate the repairs to be completed and the vehicle returned to Mr. ******* by the close of business on 03-31-2023.

  Customer response

  03/24/2023

   I am rejecting this response because:
  
  It’s the 24th and car still has not been repaired.

• Initial Complaint

  06/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I brought my car in because I heard a loud noise, they kept my car for about 4 days and stated I needed not one but two axels to be replaced, the charge with labor was $1000. They were not able to provide a loaner vehicle. When I picked my vehicle up I began to slowly hear the noise creeping back up. I called and spoke with the representative ******* who told me to bring it back in. After bringing it back in they kept it for another 2-3 days and stated I now needed a upper control arm and that bushings were loose. They provide me with a rental for a day. I picked the car up and once again the noise was still there , after getting very upset after spending $1000 on repairs and the car still not being fixed I called to speak with ******* a regular service worker, not the mechanic who began to yell at me and state that they had went above and beyond for me. I stated to ******* how was that true if my car still wasn’t fixed? I asked for his manager **** and he stated that **** would call me when he was Ready. I said I needed to speak with someone right now and again he would not transfer me. **** then called back and told me to bring the car back in, as we drove around the block so he could take me to a Enterprise to rent a car out of my own pocket, I was taken aback by the lack of acknowledgement of the way I was screamed at by his employee *******, I did expect an apology but did not get one. **** began to state that this was a new sound he heard and it didn’t sound good, he said they would call me once the car was looked at. I was called the following day and **** stated the shocks needed to be replaced. He then called the next day and stated the car was still making noises and now it was the lower control arm. After spending $360 on a car rental , I finally picked my car up and am hoping after Four times going to the shop that they finally diagnosed and fixed the correct problem. The way I was treated was awful and I would not recommend or buy a Ford car after this.

• Initial Complaint

  02/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a sales call from KG Ford, Redlands on January 26th, I was offered an oil change for $34.95 along with an alignment check and all points engine check and underneath the car as well, I asked him if they would check the shocks, control arms tires etc.and he said yes. I told ******* that I didn’t have much money and I didn’t really need an oil change because I just got one a month ago but I would like the car checked over and the alignment check too. On Feb 5th, 2022, after they worked on the car, they charged me $32.27 plus $25.00 labor totaling $50.09 and never told me that I would be paying a labor charge, I have never paid a labor charge for an oil change, only the amount quoted. When I told the guy about the labor he said “if we didn’t charge labor, we wouldn’t make any money” Then I asked how the alignment check went and he said the machine wasn’t working and hadn’t been for a long time, He also said I don’t need shocks and I have an oil leak and a bubble in one tire. They did not check the control arms. It bothers me that they charged me an extra $25 for the oil change and did not have access to an alignment machine. I do not have much money and would have not taken my car in had I known this. I would like the $25 for labor refunded and an alignment check when the machine is working. Invoice number 209765

  Business response

  02/09/2022

  Dear *****,

  
  

  My name is ***** ****. I am the General Manager of Ken Grody Ford Redlands. Thank you for taking the time to express your concern and dissatisfaction. We apologize for nay lack of communication with you and/or if we did not set the correct level of expectation with you in regards to work done on your vehicle as well as all charges for work done on your vehicle. It is our goal is always provide the best customer service experience possible as we want you as a customer for life! With all work performed on vehicles including oil changes, there is labor charges. We will reimburse you for the labor charge of $25. We just need to know if you would like the check mailed out to you or would you like to pick it up at the dealership? I will need to know in advance, please.
  

  Sincerely,
  

  ***** ****

  General Manager

  Ken Grody Ford Redlands
  

• Initial Complaint

  11/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had pur*****d a car on 10/6/2021, a 2015 Ford Fusion within the Warranty that they provided the check engine light came up, the dealership decided to buy it back and I ended up choosing another car a 2015 Audi, this car after about a week, got a notification that the antifreeze was low, I took i to an Audi Dealership to get it checked out as I didn't trust Ken Grody's Service Department after the 1st car, it turns out the antifreeze housing had a crack, it was repaired by the Audi Dealership, i informed Ken Grody Ford, they don't want to help with any reimbursement of the repairs.

  Business response

  11/04/2021

  To Whom It May Concern,

  
  

  Mr. ********* did in fact pur***** a 2015 Fusion from our dealership. He was offered an extended service agreement(factory warranty) and he declined it. He stated to the finance manager that he is an insurance agent and does not need a warranty. 3 weeks after purchasing the vehicle and putting 1,610 miles on it, Mr. ********* stated he was  experiencing problems with the vehicle. He brought it in for service and we determined some issues. The vehicle was no longer under the 30 days or 1,000 mile powertrain only warranty as he exceeded those miles. We shared with him that he can trade the vehicle in and we will give him what he nearly paid for it. He accepted the offer and pur*****d a different vehicle from us that had more miles on it than the 2015 Fusion he traded in. The second pre-owned vehicle he pur*****d was sold "as is" as stated on the buyers guide. We informed him several times that the vehicle is an 'as is"vehicle. I also told Mr. ********* if anything comes up as far as issues on this vehicle, to let me know within a week or two of pur*****. I will take care of it. I told him, my goal has always been and will always be to take care of our customers. We are not here to just sell a vehicle and not care. I gave him my business card with my cell phone number on it and told him to contact me directly. He shook my hand, agreed and understood after speaking with his wife about the new terms. I received a phone call from him on 11/01/2021 and he told me the Audi he pur*****d from us was at the Audi dealership for a radiator leak. I asked him why he took it there? I asked him why didn't he call me? He stated, I don't trust your dealership. I said, but I gave you my word and my business card and told you to call me direct. In which he replied, I didn't trust your dealership. I told him, if you would have brought it here, I would've taken care of it because I told you to call me if you have issues with the Audi. I have offered and done what I could to provide Mr. ********* with the best possible buying experience and also informed him that I wanted that experience to continue after the sale as well.
  

  
  

  
  

  I also had a witness in my office the whole time that can collaborate with me what I told Mr. ********* as I went over the terms of the second vehicle he pur*****d and that I would take care of him within reason. 
  

  
  

  Unfortunately, this is the second time he did not accept our advice.
  

  
  

  Mr. ********* has paid for the service work provided by the Audi dealership to repair the leak in his Audi.

  
  

  Sincerely,

  
  

  ****** ***** ****

  General Sales Manager

  Ken Grody Ford
  

  **** W ****** Ave

  Redlands, Ca 92374

  ###-###-####
  

  Customer response

  11/04/2021

   I am rejecting this response becauseI
  

  
  

  I had informed and advised the Sales Person ***** prior to the 1000 miles of warranty on the 2015 Ford, the check engine light issue,  ***** was advised of that the Saturday we were looking to see what was going to happen wirh it. I would have been good if they would have fix the issues on the Ford but to my understanding it would have been to expensive for the dealership to do that, reason they purchase the Ford vehicle. Me being an Insurance Broker has no bearing on the issue, I don't sell extended warranty Insurance. No Insurance Broker does,I took the car to an Audi dealership because its an Audi not a Ford, I couldn't trust their service department because of the experience with the 1st car, I called the dealership 1st thing Monday morning asking for *****, he was not in, I called several more times asking if my messages had been pass down to him,  no response,  it wasn't until I called again on Wednesday that we finally spoke,  if you give your word, like he is stating,  then he should have called me to help, like he is saying he would have if I went to him, but I did go to him, he just didn't call me back,if he was out  he could have easily delegated someone to assist,  not sure if my messages were relayed to him, plus the  car sat at the Audi dealership 1 day and a half before they even got to check it out, . I called several times asking to speak to him or someone that can help, if my messages were being relayed to him, like the person that I spoke with then he could have called me the Monday or Tuesday that I called asking for him.

  
  

  Also when we spoke,  ***** mentioned that he has a great relationship with the BBB, insinuating that nothing would come about of my complaint,  am asking to get refunded only the parts and labor for the item that Ken Grody's Ford Service Department failed to catch. $460.

  
  

  Business response

  11/05/2021

  I was not in the office Monday and Tuesday this week and therefore did not get the message from Mr. ********* until Wednesday. I called him and left him voicemail. He called me back shortly afterwards. I never implied I would pay for service work done from another dealership. I only mentioned I would talk to other managers about the issue. We have concluded that we are not going to pay for services done to Mr. *********'s vehicle as he did not comply with our process of bringing the vehicle back to us for concerns regarding his vehicle. He was given specific direction and a direct line to me. He chose not to call me and decided to get the repair done on his own. We service many makes and models successfully and with plenty of experience in our service department that are not Ford vehicles. Even if we were not able to repair his Audi, we would have sublet the work to an Audi dealership which can be common practice for vehicles that are not Fords if the service repair needs to be done by an authorized dealership of said manufacturer.
  

• Initial Complaint

  10/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought our truck brand new with after market tire and rims on it that the dealership put on. Had a flat tire on the freeway a week ago and found out the tires the dealership put on were over 3 years old. Told the dealership and they told us the US standard is 5 years for tires. The whole point of buying a BRAND NEW truck was so not have to buy new tires not even 6 months after the purchase. Dealership basically blew us off and said they can't do anything about it. All 4 of the tires on the truck have tire rot on them and are already cracking. Which caused the flat tire with the one tire.

  Business response

  10/22/2021

  We have inspected the tires on this brand new vehicle. Our inspectors confirmed that the vehicle has been driven off road excessively and caused the tires to have problems. There were no problems on these brand new tires when t he customer took delivery of it. The tires were also not dry wrought. We offered to save the customer money on a set of new tires. The customer has refused and since  then purchased tires elsewhere.

  
  

  
  

  Sincerely,

  
  

  ****** ***** ****

  Ken Grody Ford
  

  **** W ****** Ave

  Redlands, Ca *****

  ###-###-####
  

• Initial Complaint

  09/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was in the market for a used vehicle and found one listed on their website "as coming soon". I called to inform them of my interest and provided contact info. Approximately two weeks later, I received a call asking if I was still interested in the vehicle. I expressed my continued interest and informed the sales rep that I would look at my schedule to book a test drive appt. The following day I received another phone call asking me if I wanted to book a test drive appt. I had been provided clearance from my employer to take the day off, so I scheduled the appt for the following day. On the day of the appointment, I called the dealership to ensure the vehicle was still available since it would be a 70-mile drive. They indicated that the vehicle was still on the lot and available. Upon arrival, I informed the sales rep that I there to test drive the vehicle. He indicated that the vehicle was not ready for sale as it was in the body shop. It appears as a bait and switch technique.

  Business response

  09/10/2021

  Hello ******!

  
  

  Mr. ********* and his father (*****) came in to the dealership to inquire about a pre owned vehicle they saw on our website. Upon arriving to the dealership, our sales staff realized the vehicle was not in stock, but located at a third party vendor that we use which is a body shop. We took the customer to the body shop to see the vehicle they inquired about. Which means there was no bait and switch.

  
  

  When the customer came back to the dealership after seeing the vehicle they inquired about, their personal vehicle broke down. We purchased them lunch and gave them a full tank of gas for their inconvenience.
  

  
  

  Mr. ********* father called me the next day to inform of the situation but failed to provide me the details of our hospitality for their inconvenience. He, nor his son our a customer or client, simply the potential of being one, yet we take provided a good customer experience all things considered.
  

  
  

  This matter has been resolved.

  
  

  Sincerely,

  
  

  ****** "*****" ****

  General Sales Manager

  Ken Grody Ford

  **** W ****** Ave

  Redlands, Ca 92374

  ###-###-####
  

  Customer response

  09/13/2021

   I am rejecting this response because:  Mr. ***** is correct that his staff provided us with lunch and a 1/2 tank of gas.  However, the fact of the matter is the inconvenience could have been avoided if Mr. Tommy (sales rep) had not reached out to inform me that the vehicle in questions was on the lot and ready for sale.  Furthermore, Ms. Genesis confirmed a test drive appointment and the vehicle's availability on the day in question.  His staff needs to be properly trained on identifying the status of vehicle availability when dealing with potential customers.  I sincerely hope Mr. ***** understands the importance of this.

  
  

  Thank you in advance!

  ******* *********
  
  
  

  Business response

  09/14/2021

  Our training is on going.
  

  
  

  The customer has already reached out to me to express that is was displeased with his initial experience and we have taken note of his concerns. We will continue to provide excellent customer service to all guests as this is our number goal everyday!

  
  

  Thank you again for inquiring with us!

  
  

  Sincerely,

  
  

  ***** ****

  General Sales Manager
  

  Ken Grody Ford Redlands
  

• Initial Complaint

  06/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the vehicle from *** ***** Ford on Saturday May 22, 2021. The vehicle is a 2018 Ford F-150 XLT with almost 46,000 miles on it. The purchase price was $45,500. I put 20000 down as a down payment. When driving the vehicle I noticed that it squeals and makes noises like metal is going to break. I drove it one day and parked it for the week. On Friday, May 28th I went to get into the truck and the panel under the truck was hanging to the floor. My husband looked under the truck to fix the panel. And saw that the entire undercarriage is Rusted through out. This explains the sound of metal scraping on rusted metal. I went directly to the dealership to report the issue. They said I would have to return on Tuesday to have it looked at. On June 1st 2021 I took the truck to have it looked They said there's nothing wrong with the truck that the panel was loose and they fixed it and that the rest was within normal limits. The amount of rust that's on this truck it looks like it's 30 years old.

  Business response

  06/17/2021

  Hello ******,

  Per our conversation on the phone, the customers concern regarding this case has been resolved.

  I have reached out to Monica Lopez and she has confirmed with me via a phone call to her that she is very satisfied with the resolution.

  We have take her out of the pre-owned vehicle she originally purchased and switched her into a brand new vehicle.

  Thank you,

   

  ****** S. ****

  General Sales Manager

  *** ***** Ford

*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. ↩