Karen Rodriguez

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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Riaz Ahmed was a fantastic advisor. Smooth experience, great selection and financing was a breeze. This is my fourth Ford from this dealership, but Riaz Ahmed definitely elevated the ex Smooth experience, great selection and financing was a breeze. This is my fourth Ford from this dealership, but Riaz Ahmed definitely elevated the experience. More

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My experience with this dealership has been overwhelmingly disappointing. After purchasing my vehicle, I discovered several issues that should have been addressed before it ever left their lot— overwhelmingly disappointing. After purchasing my vehicle, I discovered several issues that should have been addressed before it ever left their lot—low oil, no windshield washer fluid, and even a bag of chips left under the passenger seat, which made it clear the car had not been serviced or detailed properly. To make matters worse, the dealership has still not sent the payoff check to my lender, even though it has been well over 10 days. Because of their delay, my auto-pay processed, meaning I was charged for a payment that should never have occurred—and despite multiple calls, I’ve been told I likely won’t be refunded. No one seems to have any documentation, updates, or urgency about resolving this. The communication has been inconsistent, the follow-through almost nonexistent, and the entire process has created unnecessary stress after what should have been a straightforward purchase. I would caution anyone considering buying a vehicle here to double-check every detail and get everything in writing. The lack of professionalism and accountability speaks for itself. More

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The team at Kendall always make you feel at home. It was another easy transaction working with Paul and Jonathan. Great team great truck great service. I will be back in 3 years. It was another easy transaction working with Paul and Jonathan. Great team great truck great service. I will be back in 3 years. More

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Great Team , Fast and Efficient. Felix was promptly and also made sure i was informed. Felix was promptly and also made sure i was informed. More

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The best’ Amalia over the top salespeeso knowledge patience profesional understanding and caring to our senior needs no matter how many “change of mind” happened. Under estimated her extensive and ab patience profesional understanding and caring to our senior needs no matter how many “change of mind” happened. Under estimated her extensive and ability to explain thoroughly the function and assets of not only the Bronco but of the other brands we looked at. We walked out very satisfied and happy with our new Big Bend. thank you Amalia!! 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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That was a quickly and very good attention, was the first time that I buy a car so fast, was Nice time that I buy a car so fast, was Nice More

by ORDAZ711114 Verified Customer Verified Customer

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Great all around customer service from sales to service. Not sure why this review requires fifteen word minimum. Not sure why this review requires fifteen word minimum. More

by KEVIN.MULET Verified Customer Verified Customer

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Easy to buy, professional service and good customer service.I would always recommend it, Excellent service.I would always recommend it, Excellent More

by HAVBANES2008 Verified Customer Verified Customer

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