Juan Jr Torres

I want to share my recent experience specifically with **Juan Jr. Torres, Service Manager at Ford of Kendall**. I have purchased **two trucks from Ford of Kendall**, and for a long time I have consider **Juan Jr. Torres, Service Manager at Ford of Kendall**. I have purchased **two trucks from Ford of Kendall**, and for a long time I have considered this dealership my trusted place. My relationship with the sales team, service advisors, and technicians has generally been very good, including my experience with Frank Granda. For that reason, I want to clearly separate my overall positive experience with the dealership from what happened specifically with Juan Jr. Torres. My truck remained in the **Service Department for approximately two weeks** due to an issue involving a cable costing around $250. According to my claim, this cable should have been replaced earlier while the vehicle was still under warranty. At that time, I was told I would be contacted, but I never received any follow-up call. After waiting about two weeks without the issue being resolved, I expressed my frustration to Juan. I acknowledge that I was upset and firmly raised my concern because this is a work vehicle, and I believe that two weeks without resolving a relatively simple issue is excessive. What I did not expect was for the situation to escalate to the point where **Juan asked me to leave the dealership and called the police**. In my opinion, calling the police was a completely unnecessary escalation of a service and warranty-related dispute. A Service Manager should have the experience and professionalism to listen to an upset customer, de-escalate the situation, and work toward a solution before involving law enforcement in a service disagreement. After this incident, I reviewed online feedback on DealerRater and found a previous review where another customer also described a situation involving Juan in which police were allegedly threatened. I cannot speak for that customer’s experience, but I can clearly state what happened in my case: **Juan did call the police during our dispute**. I also want to add that, in my opinion, this behavior reflects very poorly on the dealership. For him, calling the police seems to be a natural first response rather than a last resort, which is not appropriate for someone in a customer-facing leadership role. Even more concerning is that this appears to be a recurring pattern based on other reviews. It gives the impression that he does not know how to properly handle the responsibilities of his position, especially when dealing with escalated customer concerns. My intention in writing this is not to attack Ford of Kendall or its employees. On the contrary, I have a good relationship with most of the team and would like to continue being a customer. My issue is strictly with the way **Juan Jr. Torres handled and escalated the situation**. After purchasing two vehicles from this dealership, I expected my concern to be handled in a much more professional manner. I hope that **Luis Somoano and the leadership of Ford of Kendall** will personally review what happened so that this matter can be addressed professionally and appropriately. More

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Best place to purchase and service a vehicle in Florida . Lowest prices and best selection Lowest prices and best selection More

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Took my Truck in for service met with "Ralph" in service. Great interaction took care of me in a timely manner. Needed to return to correct an issue that wasn't resolved the first time due to some confusion, Great interaction took care of me in a timely manner. Needed to return to correct an issue that wasn't resolved the first time due to some confusion, but the issue was eventually resolved. "Ralph kept me informed through the entire process, true asset to Kendall Ford. Manager also approached me and apologized for the inconvenience, even gave me a coupon for a free oil change. More

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I purchased a used F-150 at this dealership and later discovered it had three outstanding recalls. I scheduled an appointment with the service department for 7:00 a.m., expecting timely and professional discovered it had three outstanding recalls. I scheduled an appointment with the service department for 7:00 a.m., expecting timely and professional communication. Unfortunately, that’s where the problems began. Despite the early appointment, I received no updates at all. I eventually called at 1:40 p.m. and left a voicemail since no one answered. When I called back at 2:40 p.m., I finally reached my service advisor, who told me that no mechanic had even looked at my truck yet. She also could not confirm whether I would be able to pick it up. Seeking more information, I called her manager. Instead of offering any meaningful assistance, he chose to berate me and dismiss my concerns. He even compared the service department to a doctor’s office, telling me you never know when or how long you’ll be there—a completely unhelpful and unprofessional analogy. He then informed me that my truck would have to remain at the dealership for Ford to approve the inspection and recall work. This entire process was unprofessional, uncoordinated, and dismissive of the customer’s time and concerns. I expect better communication, respect, and transparency from a dealership service department—especially when dealing with safety recalls. More

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Scam me out of a purchase of a Shebly 2023 F150 truck came incorrect with chrome reels. They lied about the truck details package and the warranty. Criminal. Juan from the service department threatened t came incorrect with chrome reels. They lied about the truck details package and the warranty. Criminal. Juan from the service department threatened to call the cops on me After he treated me like xxxx, and I called him a Putz Because I got my car returned from work done, and it looked like it was driven through a construction site with the interior, completely dusty and dirty after taking eight months to finish the job. Completely took advantage of me. Sold the truck after work was completed and lost thousands Because the truck depreciated a lot since needing a bumper repair because the paint came from factory bad. Biggest joke ever will never buy another ford More

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The Best Ford Dealership Juan Torres is an asset to this dealership Very professional, honest, fair and very human to the customers dealership Very professional, honest, fair and very human to the customers More

by INCSTI1994 Verified Customer Verified Customer

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Great Service Department! Ralph Mendoza in Service has taken care of me for almost 20 years. Just this past week, Ralph and Juan helped me with getting my Mustang serviced. I Ralph Mendoza in Service has taken care of me for almost 20 years. Just this past week, Ralph and Juan helped me with getting my Mustang serviced. I trust my Ford's service to Ralph, Juan and the entire team at Ford of Kendall. More

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My service advisor Rob provided me with a 5 star service, thank you very much. thank you very much. More

by Miguel Verified Customer Verified Customer

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I came without an appointment and was taken care of immediately. Amazing service and with very little wait. immediately. Amazing service and with very little wait. More

by ALEX@ALEXHREALTOR.COM Verified Customer Verified Customer

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I found the service manager to be polite and efficient. Rides from and to the dealership were provided. Rides from and to the dealership were provided. More

by wendschuh1 Verified Customer Verified Customer

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