Ford of Kendall

They suck! Our purchase was great but every time we need service it's horrible! This last time I made an appointment for 11:30 and got there at 11:00. The servi Our purchase was great but every time we need service it's horrible! This last time I made an appointment for 11:30 and got there at 11:00. The service lady said 2 hours 45 minutes to have my recall done on my Ford Bronco and have the oil changed and tires rotated. They offered me an Uber but I live in the Keys so I knew they couldn't do that. I waited for 3 hours in their waiting room. Finally I called and was told that they haven't even started on anything yet! I was livid and demanded my car back. The recall could cause a fire so I wanted it addressed right away. I will NEVER bring my car back here or purchase future vehicles here. I will tell everi know how scrappy the service is here. More

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

Went into address two recalls, and my service advisor was very helpful and professional. He was very knowledgeable and guided me very well through the process. very helpful and professional. He was very knowledgeable and guided me very well through the process. More

I had a first class family experience . i felt respected and my needs were met . i felt respected and my needs were met . More