Kenny Ross Ford

First off, let me start by saying that the buying experience was overall very satisfactory. Anthony Croushore was very helpful in the sale process. My first visit for service was totally satis fact experience was overall very satisfactory. Anthony Croushore was very helpful in the sale process. My first visit for service was totally satis factory and quick. This is where the pleasantries stop. I purchased a 2012 Ford Transit Connect about a year ago. Several months ago it started to develop some transmission issues. I had it in for service and was told they couldn't find anything wrong. A few days ago the van stopped shifting all together and lost reverse. I promptly took it to the dealer for service. When I got there I was met by a fairly rude customer service rep who was not helpful at all. All I kept hearing was I should have called first and they couldn't even look at my vehicle for two weeks. He even advised I should take it to another dealership. At this point, being really pissed off, I asked for the service manger who was not around. At this point I went to talk to my salesman to see if he could maybe help. The salesman seemed like he was going to try to get this taken care of, and said to call him later in the day. I did. No answer. No return call. Same with the service manager. No return call. After 2 days it took me driving to the dealership to even get an update. Nobody had even looked at the vehicle yet. Now I wasn't expecting immediate service, but 48 hrs? In order for Ford to cover a rental it at least needs to be diagnosed. At this point I called Ford customer service and filed a claim. My salesman attempted to call, but still nothing from the service department. Now I own a small service company, so I have now been down for three days still with no answer on my van. I now have to go an rent a vehicle out of my pocket because I refuse to treat my customers as I am being treated by Kenny Ross Ford. Moral: They are quick to sell you a vehicle but not to fix problems. Incidentally I am in apposition to buy 2 more service vehicles and I can tell you I would NEVER buy from Kenny Ross Ford again. I would recommend the same to anybody thinking about buying a Ford product. More

I had a terrible experience buying a car at Kenny Ross. I initially came to them because the dealership was close to home and I got several recommendations from friends. The poor experience started my sal I initially came to them because the dealership was close to home and I got several recommendations from friends. The poor experience started my salesman, Edan Alexander. One of the many instances where I was disappointed with him was that he did not seem informed on things that he should know, such as the military discount. His manager Jay overheard him telling me that I would be eligible, but Jay had to instruct him otherwise. Then I got the runaround with the interest rate, which Edan told me he could beat. After a lot of stress and anxiety about getting a decent interest rate that would determine if the car would really be a good deal, I finally got the rate I wanted. Then I signed the mileage document, which stated 3 miles were on the car. Once outside, I noticed there were 34 miles. Not a big deal, but Edan should have taken the time to check the odometer. At this point none of these issues seemed to be a big deal until my mom and I kept receiving phone calls after I left the dealership about giving them a good rating. I was taken aback a little, but figured they were just ensuring that I would rate them well so they would look good. I took the car home and washed and waxed it. I noticed significant body damage to the back end of the vehicle as well as a deep scratch on the glove box. I took the car back in to get the damage fixed, and it was determined it happened during transportation to the dealership. There also happened to be a recall on the car, and I was told all of these issues would be taken care of. I informed Edan that I was frustrated with the damage, and he told me that I should not be complaining since I got a good deal on the car. I told him that as a good consumer, I did my homework and got the price I wanted. After the provided with me a rental car and a couple days passed, I received a hand-written note by Edan in the mail. It stated that due to the bad economy and Christmas coming up, he wanted a good rating from me so he could buy his kids (which he named in the letter) nice Christmas presents this year. It did not say anything about being sorry for the recall or damage to the car. It only focused on this rating he so badly wanted. This was the fifth time I was told about rating them positively. I thought that this hand-written note was very unprofessional. I called a customer service representative at Ford, and a woman I talked to said she had never heard of a salesman writing a note such as the one I received in her 30+ years of working there. I came to pick the car up on the day they told me it would be ready (about two and a half weeks later), but the car was not ready because the body work was not done, only the work with the recall. I was informed by a service technician that Edan knew that it was not ready, but I wondered why he would not take the two minutes to call me and let me know this so I did not go out of my way to go to the dealership unnecessarily. A week later I received a call from Edan telling me the car was ready. I came in and checked the body work and glove box to see if they were completed. The body work was done, but the glove box was still not fixed. At this point, I was very frustrated and wondered why Edan would not take the time to check these two minor things to make sure everything was in fact completed. I went inside to talk to Jay, the floor manager, and he told me that he wrote it down, and it was the service department's fault. He then brought up the fact that I gave them a poor rating, which I could not have done because I did not receive a survey in the mail or in my email. He then proceeded to walk away from me while we were talking, telling me he was frustrated. Again, how I was being treated was very surprising to me. I saw Edan copying someone's license, and asked him if he could help me. He told me, and I quote, "I have nothing to say to you because you gave me a bad rating". I was blown away. Once again, I did not receive a survey. I still to this day have not received a survey. He also told me that since I live close to Kenny Ross, I should not have a problem coming back. I informed him that does not matter. I should not have to continue to keep coming back in. So I told Edan that someone needs to help me since Jay walked away. Luckily, Jay came back and apologized for walking away and Edan calmed down, and they talked to me. They said that they would order a new glove box and call me when it was ready. Another two weeks went by, but still no call. I decided to call Edan, and he told me that the glove box was on back order, but he would try to find another one, maybe on the lot. He called me back at told me that he did find one on the lot with another fusion with the same interior. I brought the car in, feeling uncomfortable even being back there. The service center replaced the glove box. However, this new glove box also had a scratch on it. I decided not to get another one and would hopefully never have to come back to Kenny Ross again. After all of the issues I had so far, I did not want to deal with them again. This past weekend (January 25-27), I took a road trip to Boston to see my girlfriend. The car had 1400 miles, so I figured it was ok to hit the highway. About 150 miles out of Boston, I stopped to get gas. When I turned the car back on, it started shaking. I looked up what could be the problem online, and it stated that it may be a cylinder misfire. I read that it was ok to drive on only 3/4 cylinders, but with it being a new car, I did not want to take the risk. So I called triple A and had them tow me the rest of the way. I went to a Ford service center in Boston on Saturday, January 26. They told me that it was indeed a cylinder 3 misfire, and it was very rare for new cars, especially with such low mileage. They then informed me that they could not get the parts until Monday or Tuesday. I was a little disappointed because I needed to be back to work on Monday. So I called Kenny Ross to see if they could talk to me about my problem and help me with a solution. I got on the phone with a service technician. He wrote down my information and told me I would get a call back. After not receiving a call for several hours, I called them back. A woman answered the phone and told me that they were closed. I was surprised and told her that this was disconcerting to me because I was waiting for a phone call. I told her that I wanted to talk to the general manager, so she put me through to his voicemail. I proceeded to leave a voicemail, asking him to call me back. After getting the car fixed, I eventually talked to him Monday. He stated that he wanted to talk to me in person, so I agreed. I went back to the dealership to speak to him on Tuesday, but I really did not feel welcome there, and it seemed like he just brought me in to play mind games with me. He was not helpful and did not offer an apology, and once again, I left feeling exasperated and frustrated. I left the dealership that night hoping that I would not have to ever go back there or deal with Kenny Ross again. It is now Thursday, January 31, and I hope it stays that way. I am not upset with the recall, body damage, glove box damage, or cylinder misfire. Those are things out of their control. I am upset with the lack of service after the sale. It seemed like once I signed that contract, the service ended. I feel that other customers need to be informed of my situation. With a purchase as big as buying a new car, I think that the service should be excellent. That was not the case here. The way I was talked to by Edan Alexander was very, very inappropriate. It seemed as though he only cared about his ratings, which surprises me because I felt as though if he had given me good service and had been more helpful with my situation, I would have gladly given him a good rating. One rating should not make or break his Christmas bonus, so I was thinking that other people who came in to purchase a car must have had some issues with him as well. I was dumbfounded by the following things that occurred. Edan telling me that since I got a good deal that I should not be complaining, Edan telling me that since I lived close that I should not care about coming in time after time, Edan telling me that since I gave him a bad rating (which I could not have since I did not receive the survey) that he has nothing to say to me. Edan sending a hand-written note to my house stating he wanted a good rating for his kids to have a good Christmas. Never being informed that my car was not ready to get picked up and even receiving a phone call from the dealership stating that it was ready even though he knew it was not, never being called to update me on the status of my new glove box, and not taking the time to check over the car to see if all of the work had been fixed or completed. I am very upset with the way I was treated after the sale at Kenny Ross. This dealership is not a good one, and the only positive thing I can say about this place is the service manager Brian. He seemed to actually care about my issues and wanted to help. I hope this review can prevent someone else from having the same issues I had. PLEASE DO NOT PURCHASE A VECHICLE FROM KENNY ROSS FORD. More