Schell Tingley

Corwin Ford Reno responded

In response to Ms. Kirkwood’s recent comments on BBB and DealerRater, we would like to clarify the situation. Her statement that we were unable to repair her vehicle is not accurate. During her most recent visit, we successfully replaced a faulty air conditioning compressor. While performing this repair, we also identified that her vehicle’s battery was not holding proper voltage and required replacement. The battery in question had previously been replaced in December 2023 at no cost to her under Ford Motor Company’s 3-year/36,000-mile factory warranty. However, her 2021 Ford F-150’s original factory warranty expired on October 21, 2024. Ford’s warranty policy does not extend or restart coverage on parts replaced under warranty; the warranty remains tied to the original factory coverage period. This is not a Corwin Ford policy but a Ford Motor Company policy, and Ms. Kirkwood was informed of this directly by both our team and a Ford Customer Service supervisor. Ms. Kirkwood requested that we reopen a 2022 warranty claim to cover her current battery concern, which would not be permissible under Ford’s warranty guidelines. It is unreasonable to attribute a current concern to a prior repair from several years ago, especially as the vehicle was manufactured over five years ago. Unfortunately, throughout these discussions, Ms. Kirkwood became verbally abusive toward our employees. We have multiple recorded calls in which she used offensive and inappropriate language. While we are committed to assisting all of our customers, we also have a responsibility to provide a safe and respectful work environment for our staff. I personally reached out to Ms. Kirkwood in an effort to reestablish a positive relationship and move forward constructively. However, her continued hostile behavior made that impossible. After careful discussion with the dealership owner, we determined that it was necessary to refuse further service to Ms. Kirkwood in order to protect our employees from ongoing verbal abuse. While we regret that the situation has reached this point, we must prioritize the well-being of our team. Corwin Ford remains committed to serving our customers with professionalism, fairness, and respect.

Dissatisfied_Ford_Owner responded

Thank you for your response. I’d like to clarify a few important points regarding my experience with Corwin Ford of Reno, NV. When I asked the Service Manager what exactly was meant by a “fresh start,” I was told that service would only be provided if I refrained from “foul language.” At no point did anyone offer to address or make right the ongoing issues I’ve experienced with this service department over the past 3.5 years. When I asked the Service Manager if he believed the service I received during that time was competent, he could not answer. That silence spoke volumes. Regarding the battery replacement — this was not an act of goodwill or generosity. My truck had already been brought in more than three times for the same electrical issue, with no proper diagnostic work performed and only repeated software updates. It was only after the Service Manager finally reviewed the situation that he admitted this was unacceptable and ordered a stress test, which revealed the battery was damaged. That replacement was correctly done under my factory warranty. To later present this as though something extra was done for me is misleading. More importantly, the replacement was never the true fix — it was a temporary patch that failed to address the real root cause of a parasitic drain on the electrical system. Because Corwin Ford of Reno neglected to perform a thorough evaluation or diagnosis for 3.5 years, the replacement battery was subjected to the same untreated problem, drained repeatedly, and has now also died. Yet the dealership refuses to replace it, claiming it no longer has warranty coverage because it was already “covered once.” This is a direct result of their failure to address the underlying issue and an example of their unwillingness to take responsibility. My frustrations stemmed from Corwin Ford of Reno’s repeated failure to provide competent, ethical service, which includes: Excessive delays where my truck sat for days (up to 10 days once) without meaningful work performed. Lack of communication — calls unanswered, text and email systems unreliable, and staff refusing to provide direct contact information for service techs or managers. Inadequate documentation — service notes reduced to vague phrases like “check electrical,” ignoring the detailed, time-stamped images and videos I provided. A lack of due diligence in evaluating and diagnosing issues, resulting in repeat visits, wasted time, and unresolved problems. The Service Director’s attempt to place the blame entirely on my language sidesteps the real problem: a chronic lack of competency, accountability, and customer care. After years of this treatment, my frustration escalated — but the cause is clear: Corwin Ford of Reno does not uphold ethical service standards. This is not an isolated issue with just my experience. Reviews across independent sites show a consistent pattern of the same problems: Better Business Bureau: 2-star rating with 29 reviews highlighting similar issues – https://www.bbb.org/us/nv/reno/profile/new-car-dealers/corwin-ford-reno-1166-105122/customer-reviews Additionally, Corwin Ford of Reno is NOT a BBB accredited business to which I implore any community member to be very wary of any business that lacks this accreditation! Yelp: 2-star overall rating with over 350 reviews, the majority being 1-star – https://www.yelp.com/biz/corwin-ford-reno-reno?osq=Corwin+Ford+Reno&rr=1#reviews It is clear that the problems at Corwin Ford of Reno are systemic and reflect a lack of values in how this dealership serves its customers. Until those issues are addressed, no “fresh start” can exist.

Dissatisfied_Ford_Owner responded

1. On the claim that my statement was inaccurate because they “successfully replaced an air conditioning compressor and identified a weak battery.” Yes, this most recent visit finally resulted in an actual repair. However, this came only after 3.5 years and over 10 service visits in which I repeatedly reported a persistent electrical issue. During that time, Corwin Ford staff repeatedly dismissed my concerns as “software updates,” failed to perform a proper diagnosis, and allowed the problem to go unresolved. Their negligence directly led to two battery failures. The fact that they finally completed one repair does not erase years of incompetence and inaction. 2. On their use of my legal name in public forums. I did not authorize the use of my legal name in their public response. Doing so without my consent is another example of their disregard for ethical practices and customer privacy. 3. On the battery and warranty explanation. I have never disputed that the first battery replacement was completed under Ford’s original 3-year/36,000-mile warranty. I explained that clearly. What Corwin Ford continues to ignore is that their failure to properly evaluate and diagnose the root cause of the electrical drain during the first 2.5 years while the vehicle was fully covered under warranty means I am now left with costs that should never have existed. I purchased the most comprehensive extended warranty package Ford offers, yet now I face deductible charges for every visit related to this same unresolved electrical problem. The replacement battery they refused to cover will cost me another $250+, solely because their negligence allowed the original warranty period to lapse without addressing the real issue. 4. On their claim that I requested they “reopen a 2022 claim.” This misrepresents the situation. The issue I raised in April 2022 — only six months after purchasing the truck — is the same electrical concern that persists today. It was documented multiple times between 2022 and 2024. To now call this a “new” problem is dishonest. Their own verbal admissions in conversations with me acknowledged that their staff failed to exercise proper diligence in diagnosing and repairing the problem. A battery swap is not a fix — it is a patch that masked the real problem until the warranty expired. 5. On their accusation of hostile or abusive behavior. This is a gross mischaracterization. When the Service Manager reached out, I asked what a “fresh start” meant for me as a customer. His only definition was that I refrain from using curse words. I acknowledged that my frustration had previously boiled over, and I apologized for my language. That does not erase 3.5 years of their negligence. What I did not do was behave abusively during that conversation. In fact, during that call, the Service Manager made comments implying what he felt was “appropriate for a female” to say. This misogynistic undertone is unprofessional, offensive, and reinforces my claim that Corwin Ford of Reno’s staff lack the professionalism and respect customers deserve.

Dissatisfied_Ford_Owner responded

One thing I urge anyone reading this whole situation.... Do your research! Read all of the public review forums... I am NOT the only one! There are hundreds of reviews just like mine that prove that the problem is not me. I may have lost my ever loving temper with these incompetent combative employees and used "foul language" but let's remember that it took 3.5 years and over 10 appointments before even a real repair was diagnosed and performed! Does the service or manager even read their public forum reviews??? They continue with their motto "Excuses at Every Turn" as one customer on BBB claimed! It's the full truth. Stay informed folks. This business is completely dishonest and will make any excuse except to honor that they WRONG customers left and right!

dh328645 responded

Love my Ford Ranger and the wonderful experiance at Corwin Ford.

Dogonr responded

Yes, i believe a refund is due to us. With nothing being done on the vehicle.

Corwin Ford Reno responded

I do not have your name or email from this review nor the vehicle that was here in service. Can you please call me or text me at the number I provided with your name and phone number that the vehicle was under in our service department so I can look into this?