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Kisselback Ford - Service Center

2.1

14 Lifetime Service Reviews

1118 13th St., St. Cloud, Florida 34769

14 Reviews of Kisselback Ford - Service Center

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August 25, 2018

"Couldn’t Be More Disappointed"

- Disappointed

We needed a new car key to replace a lost key and get the fob reprogrammed. Cheryl in parts quoted us on the phone the price for a new key and reprogramming the fob frequency. She said the “total would be just under $200”. I hear “total” and think “total” out the door as is usually the case. When the service department handed me the invoice after the service was done, I saw a $13.51 “Supplies” fee in addition to the tax line that had not been previously mentioned with the “Total” quote and asked what that was for. She said for the key. I argued that the key was $132 so what is the “Supplies” thing? Then she said it’s “a fee the owner has put on all the invoices.” I told them I’d never be back and that Mullinax took care of what they wouldn’t a year and a half ago under warranty. Back to that later. I went over to the sales building/main office to see if I could find out more about this “supplies“ fee. Explanation from accounting: If they have to use certain tools, such as a computer, to perform the work, that fee gets tacked onto the invoice. I’m a realtor. It’s like me telling a seller, that in addition to the commission I am charging to sell their home, I am going to tack on a “Supplies” fee because I have to use my computer and the MLS...my tools...to do the work. The service manager, Randy, had taken my car back to the garage to do the reprogramming of the keys. I sat on the bench opposite side of the garage doors waiting. I heard the familiar squeal of my brakes as the car was being brought back to the front. I was already collecting my things to get up when Randy parked my car. I heard it long before I saw it and there was a big gray pickup truck parked between me and where he parked my car. I could only have known because of the squealing brakes. I went back into the service area to collect my keys and check out. Randy turned to tell me the keys were at the window. I asked him what he thought about my brakes squealing. He looked me in the eye and said, “I didn’t hear anything and I was listening for it.” Now, the interesting part of the story is that I did not mention the brakes at all when I got there and gave them my key and went outside. So why, exactly, was he listening for squealing brakes? I told him there was no way he did not hear those brakes squealing because they squeal every time I make a turn with my foot on the brake. Backstory: We took the car in 1.5 years ago before the warranty expired. We took it in for three things: Defective volume button on the steering wheel (changed songs/channels instead of volume), bad connection with the USB in the console and squealing brakes. They had the car for two hours and called us to come and get it. They claimed they could not duplicate any of the problems. As we left the parking lot, the brakes squealed at every turn and all the way out onto 192. The volume button also changed songs several times as we drove. The next month the button had become much worse so we took the car to Mullinax. They asked to see the paperwork from when we had taken it to Kisselback. Mullinax replaced the button as a warranty issue. They had to order the button because it was on back order for several weeks…it was a known defect. Regarding the brakes squealing, the service manager at Mullinax suggested we use the parking brake every time we park the car. We don’t remember to do it every time but we’ve done it fairly often and the brakes still squeal. No one has done anything about the USB port loose connection either. I informed the Service deptartment that I will not be back. We’ll go the additional distance to Mullinax from now on.

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Recommend Dealer
No
Employees Worked With
Brad Gonzalez
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Other Employees : Randy, Service Mgr
March 15, 2018

"Friendly honest to the point service"

- TJ-runsaFord

PJ in the service group was very honest and friendly. PJ knew his products and price was very competitive. I am so happy I used this group for the work. I have purchased a few cars/trucks and the service group really adds to the entire dealership.

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Recommend Dealer
Yes
Employees Worked With
PJ Sinclair
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
February 10, 2018

"DO NOT USE"

- Brianjjtorpey

DO NOT USE THIS DEALER OR BUY A FORD. Their service department is atrocious. They do a completely incompetent job and do not back up their work. The engine on my 2016 Fusion blew after only 20K miles. Kisselback claimed the original oil filter was still on the car. That part is the fault of a 3rd party mechanic. My car, however, had been in their dealership for a check engine light 5 months earlier where they also claimed to have conducted a "multi-point" inspection of the vehicle prior to servicing the engine. Had they ACTUALLY done that they would have seen the original oil filter was still on the car then before the engine blew. Instead they said that they don't check the oil filter during their "multi-point" inspection even when a car is brought in for an engine issue. Seems like a basic check that SHOULD be conducted to me, especially when you claim to have completed a "multi-point" inspection. They refused to honor the warranty or even absorb partial responsibility for the failure in their thoroughness. They are dishonest and full of excuses. If I could give negative stars I would. DO NOT USE THIS DEALER OR BUY A FORD!!

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Recommend Dealer
No
Employees Worked With
Brad Gonzalez
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Other Employees : Service Manager
July 25, 2017

"Warranty repaired no hassle"

- Explorer2016

My review is on the service department at Kisselback Ford. Brad Gonzalez was top notch! I did not buy my 2016 Explorer at Kisselback but I can assure that I will be buying my next vehicle there. The paint bubbled up on the front of the hood so I called to get it in as it was still under warranty. Brad called me back in 2 days after taking pictures and getting Ford to approve the repair, when I dropped my vehicle off on 7/18 he had a 2017 Expedition reserved for me to drive while mine was being repaired. I picked my Explorer up on 7/24 and Brad had everything ready to go ,He even did The Works service on it as I had asked him to do that day! Since coming to Kisselback for service I have been very pleased with everyone there, they are all very friendly and get the job done with no stress!

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Recommend Dealer
Yes
Employees Worked With
Brad Gonzalez
June 28, 2017

"This ford is the worst ford dealer I have ever used"

- Zbethel1929

Went for a pcm issue truck wouldn't start Said it was a blown fuse and truck was good picked up truck and in 8 hours truck was down again call Kisselback and told them they need to go get truck and fix is same issue they then charged me another 250$ for a blown fuse, towing,frayed wire that should have been fixed the first time. Called and spoke with manager and he was very rude and overtalked me and was not interested in assisting me so I will never recommend or use this dealer again.

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Recommend Dealer
No
Employees Worked With
Randy manager
May 22, 2017

"bad diagnostic for repairs on a ford fusion "

- Carlos V Serpas

I brought my 2013 Hybrid Ford Fusion because it started making a loud than normal noise in the transmission, i was told by the clerk at Ford that in order for them to check the car they charge $120.00 i said yes. About an hour later Brad calls me to tell me that he had drive the car, it drives good and that the computer doesn't show any alarms. Brad tells me that the problem is the bearings in the wheels it will be $580.00 parts and labor to replace them, doing this will eliminate the noise that it makes. I paid for the repairs I drive my car the noise is still there like if they did absolutely nothing to the car. Now they are telling me that they don't know why the car makes this noise. I took it to another auto shop in St. Cloud it took them 10 minutes to know that is a transmission problem.

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Recommend Dealer
No
Employees Worked With
Brad
March 18, 2017

"Less than stellar performance by service dept"

- DYoung6402

My daughter was involved in an accident two weeks ago and had the 2012 Focus towed to Kisselback Ford for repair. She signed the next day for the parts to be ordered. This was two weeks ago and work has just started on the rear suspension. The required bodywork has not started at all. I have always bought my trucks and cars from Kisselback but am now having serious second thoughts on purchasing my next vehicle from Kisselback due to the service we are receiving. We have to constantly call Kisselback to find out the progress of the repairs. I had to rent a vehicle while the repairs to the vehicle are being done and this is costing me for every day the vehicle was at the dealership with nothing being done to the car.

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Recommend Dealer
No
Employees Worked With
August 30, 2015

"Service Department Nightmare!"

- Rara!

The certified experts put the wrong size tires on my work truck. I drove with 2 new (of four) rear tires that were smaller than the originals and felt like the truck was going to roll over. They also replaced my water pump and the temp gauge no longer works. The service mgr told me to bring it back and they'd reconnect it but...I have to work! These guys are certified hacks!

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No
July 30, 2015

"no matter what"

- Lisa Bright

Living in the same area for forty plus years, a large family and huge social circle, we've had the opportunity to have knowledge of most dealerships. We are part of the Kisselback family, Bobby Kisselback, Duane Norman, David Quertermous and Randy Service Manager, have made sure, that no matter what, customers are always the most important part of this dealership, and continue excel far past the other in customer service

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Recommend Dealer
Yes
Employees Worked With
Other Employees : Bobby Kisselback and Service Manager Randy
June 29, 2015

"They stand behind the sale"

- Presmud1

Bought a 2014 car from Kisslback, they had their certified used car on our purchase. Brought it to the service dept.because we were concerned over it pulling right. Went completely thru the car again, got it fixed while we waited, and didn't pay a DIME Thanks Bill & Joann Nagy

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Recommend Dealer
Yes
Employees Worked With
Other Employees : Gary Ketchem, Mike Blackmon
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