Ford of Kendall - Service Center

I have not purchased a vehicle from this dealership in over 20 years. I have however been dealing with their service department for the past 2 years regarding a 23’ Expedition. What I have experienced is over 20 years. I have however been dealing with their service department for the past 2 years regarding a 23’ Expedition. What I have experienced is a employees who have always been professional when speaking to me. The issue is what seems to be happening behind closed doors. The vehicle has a vibration at highway speeds and has been reported each time the vehicle is serviced since 3k miles. On my most recent service after a second road force balance i was told that they are aware of the issue but Ford has no fix, and they charged me for the RFB. They provided no documentation supporting that they did the RFB. On a previous issue they advised that they had to order a part that was on backorder and never followed up. When I did follow up they re-ordered the part and fixed the vehicle accordingly. They have put the wrong oil in the vehicle and instead of offering to wither correct it immediately or offer not to charge me, they made me basically demand they do one or the other. They dont honor extended service plans outside of basic oil changes and charge $325 against the extended service plan each time they change the oil. Things that would make anyone question their integrity. Everyone I have ever spoken with is pleasant when speaking with them, something doesnt seem right. Be vigilant if you have to deal with them and NEVER be in a hurry. More

Service is excellent and Rob Shickman was great to work with, they got me in and out in a day and great communication on what was needed in this service and what would be done on the next. Appreciate Rob a with, they got me in and out in a day and great communication on what was needed in this service and what would be done on the next. Appreciate Rob and his great customer service. More

To say that I am frustrated with the service I have received would be an understatement. I dropped my 2019 Ford F250 off in your service on the 11th of October. I was advised that it would be Monday received would be an understatement. I dropped my 2019 Ford F250 off in your service on the 11th of October. I was advised that it would be Monday before the technician could look at the vehicle. Which was fine. However by Saturday Oct 19 I had heard nothing I called the service department. I found out that no one in the department can look up and advise me of my cars status if the handler who received the vehicle isn't there. This is frustrating. I was later advised that the vehicle had not yet been looked at. On Monday Oct 21 I went into the shop and met with Alex Hernandez and the technician to review the estimate only to find that the truck had just finally been looked at but all the items on the estimate where wrong and not what the technician had found. Example. "Differential bearing" and "spindle shaft". The technician needed to spend another day getting the estimate correct, which I was able to approve on Tuesday the 22nd. On Wednesday the 23rd I received an update from Alex Hernandez that the truck was expected to be completed that day but unfortunately, they were unable to get it done, but assured me it would be done on Thursday the 24th. He also advised me that he would be on leave for the next two days but any of the service staff would be updated and able to help me receive my truck the following day. On Friday 24 hours after the vehicle should have been ready, I went into the service department to settle and pick up my truck only to find that the work had not been completed and no-one there could adequately address the status of my vehicle. The service manager was indifferent and could not provide a single answer as to what was being worked, why it wasn't complete and why I wasn't updated. After picking up my vehicle the following week, I completed an installation of the track bar as I had discussed with the technician prior to the previous work being completed. During the work I completed I found the that the pinion arm and drag link were loose and the right tie rod end was loose. I had also noted while driving that the original complains of shake at speed and a pull to the right were not corrected. Upon finding the poor workmanship I immediately took the vehicle back to you for repair. You had the vehicle for another week and only retorqued the nuts. When I asked about a realignment, I was advised that you would not do the $140 check because I had worked on the track bar. The tire shake was never addressed. Interestingly you never bothered to balance the tires. You treated me like I was the problem, you failed to hear the complaint or the issues with the vehicle and you ordered your staff not to communicate with me. You intentionally “fixed” what was not a problem to run up the bill and you still never fixed the issue. The continual delay in service and indifference to the customer is disappointing and frustrating to say the least. Your business has an attitude of superiority and arrogance that is shameful. I flat don't understand it. How can you charge so much for your work and not care about the customer or the costs that your costumers are incurring when their vehicle is unavailable. I am a business owner and I understand delay and unexpected constraints. What I asked for was positive communication, instead you gave me arrogance, indifference and failed to address the complaint. I have since had the truck re-aligned and rebalanced, which fixed the problem. Travis H. Kilpack More