Austin Simpson

To Whom It May Concern, I am writing to express my disappointment with both the vehicle I purchased from Ken Ganley Ford and the service experience that followed. In February 2026, I purchased a Ce disappointment with both the vehicle I purchased from Ken Ganley Ford and the service experience that followed. In February 2026, I purchased a Certified Pre-Owned Ford Edge from your dealership. Less than six months later, and after driving fewer than 5,000 miles, the vehicle suffered a catastrophic engine failure requiring major engine repairs. Having previously owned a Ford Edge that experienced the same failure, I was alarmed to discover that this appears to be a well-known issue with this engine. This raises serious concerns about how the vehicle passed Ford's Certified Pre-Owned inspection process. Had I not purchased an extended warranty, I could have been responsible for nearly $10,000 in repair costs after owning the vehicle for only a few months. In my view, the vehicle was sold with a pre-existing defect that ultimately resulted in engine failure. My service experience only added to my frustration. After contacting the dealership during the week of September 21, I was unable to secure an appointment until September 29. Communication throughout the repair process was minimal, and I frequently had to contact the dealership myself to obtain updates. Although my warranty provided rental assistance, I was still required to incur out-of-pocket expenses, and the approved rental period did not cover the full amount of time my vehicle remained in the shop. Most concerning, after picking up my vehicle following the repair, I discovered that an air intake hose had been left disconnected. This caused the engine to rev excessively and required an additional trip back to the dealership. This issue should have been identified during a basic quality-control inspection before the vehicle was returned to me. Unfortunately, this is my second Ford Edge and my second experience with a major engine failure and a disappointing repair process. As a result, I have lost confidence in both Ford and Ken Ganley Ford and can no longer recommend either to family, friends, or coworkers. I respectfully request the following: Reimbursement for my out-of-pocket rental expenses. A detailed explanation of how this vehicle passed the Certified Pre-Owned inspection process despite suffering a major engine failure within six months and fewer than 5,000 miles of ownership. Confirmation that the communication deficiencies and quality-control failures I experienced will be reviewed and addressed to prevent similar issues for future customers. Removal of my contact information from all marketing and sales communications. I believe these concerns warrant serious review and would appreciate a written response outlining the actions that will be taken to address them. I look forward to your response. More

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Austin was wonderful to work with - knowledgeable, straightforward, and ensured I was well taken care of throughout the process. straightforward, and ensured I was well taken care of throughout the process. More

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Great customer service and very easy to talk to. Helpful and understanding. Would recommend to all! Helpful and understanding. Would recommend to all! More

by Allykugler4 Verified Customer Verified Customer

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Excellent customer service. Explained all new features and process was simple and easy Would highly recommend. Explained all new features and process was simple and easy Would highly recommend. More

by AKALL2210 Verified Customer Verified Customer

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Every experience I've had at Ganley has been positive. Austin, my Salesman, Dylan, my Service Rep, and everyone in between has been AMAZING! You guys are doing it right! Austin, my Salesman, Dylan, my Service Rep, and everyone in between has been AMAZING! You guys are doing it right! More

by IRONSTOSH17 Verified Customer Verified Customer

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Had what I needed and helped me get it with no hassle. I would highly recommend. I would highly recommend. More

by METAFISH13 Verified Customer Verified Customer

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I do not have a tire pump in the spare wheel well in my new Mustang. My last Mustang did have a tire pump in the spare wheel well. This needs to be corrected and if it doesn’t get taken care of I want the new Mustang. My last Mustang did have a tire pump in the spare wheel well. This needs to be corrected and if it doesn’t get taken care of I want the price and payment adjusted asap. I don’t understand why they didn’t tell me that there was no pump in the spare wheel well. More

by STRATCATGP Verified Customer Verified Customer

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One of the best new car buying experiences I have had the pleasure of working with I would highly recommend this team pleasure of working with I would highly recommend this team More

by FRANK@ABRAXUSSNOW.COM Verified Customer Verified Customer

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Working with George in service and Austin in sales is always pleasant, pain-free and easy. I recommend any chance I get. always pleasant, pain-free and easy. I recommend any chance I get. More

by MPray Verified Customer Verified Customer

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Easy and pleasant Austin and Mike were awesome to work with. They made the entire process easy and quick. with. They made the entire process easy and quick. More

by Ccohen5 Verified Customer Verified Customer

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