Kelly Ford - Service Center

Worst experience I’ve ever had with any business. Took them 6 weeks to complete a transmission swap all the while it was extremely hard to get a call back or any updates from them at all. Every time Took them 6 weeks to complete a transmission swap all the while it was extremely hard to get a call back or any updates from them at all. Every time I got ahold of them it was the classic…. “I was just about to reach out to you”… after days of no contact. This was a warranty job and I was told no big deal, worst case scenario this would take 3 weeks. Well, it took 2 weeks for them to get the proper info( a paragraph stating their findings and why a transmission replacement was necessary) to the warranty company to approve the job. During this time I checked in several times and each time I was just told how busy they were and they can’t just dedicate a tech to my truck so the tech was working on writing this paragraph for the warranty company in between working on other jobs for two weeks. They finally get the proper info to the warranty company and the job is approved and the transmission is ordered. I was aware it could take up to a week to get this transmission, which it did. So now we’re into this just over three weeks with no loaner or rental car. At first I was told when the transmission was ordered it would take about a week to get then they would need a few days to install it which was fair. Then the transmission comes in and I was told it would be another 2 weeks since they were so busy and I was some how 4th in line for a transmission even though they’ve had my truck just over 3 weeks already. This is when they finally said they would cover a rental for the remainder of the time but they would only reimburse me for the rental and we agreed I would be renting a pick up truck. So the two weeks had basically gone by without a phone call from them to give me an update so it had to get ahold of them to find out that I needed to extend the rental because they were still not done and actually I believe they hadn’t even started my truck yet but hard to tell because every conversation I had with these guys it was them giving me the run around. Anyway, almost another week later and the truck is ready to be picked up. I return the rental and get the receipt and go pick up my truck. This is when I was told I wouldn’t get the reimbursement check for a week or so. I was not happy after being jerked around for 6 weeks and being out 1800$ for a rental. They told me they wanted to take the loss on the job the next month so they were going to send me the check the next week. No one cared about the losses I was taking for weeks so I didn’t enjoy hearing that. They also weren’t shy about telling me about how nice they were because usually with a warranty job the warranty company only pays 175 per hour for labor but they charge 200$ per hour and shouldn’t have to sacrifice their labor so the customer is usually responsible for around 1500$ on a job like that but they were going to cover it for me since they took so long to complete the job. Now you would think this would be mentioned at the beginning because that’s a lot of money to blindside someone with at the end of a job especially when the warranty states that I am only responsible for a 250$ deductible. A couple days after having the truck back I wasn’t happy about sounds I was hearing under the truck and told the service manager. He said give it some time it needs to break in because it’s learning how I drive. A couple weeks later the counts were worse so I brought it back in. This is when they held my truck for another 5 days and eventually told me they figured it out and my tire was out of balance which was xx because I just had brand new tires put on the truck. Now I bring the truck to a real mechanic that cares about people’s time. It takes him all of 30 min to figure out the problem which was when they swapped the tranny they never tightened the bolts that bolt the tranny to the cross member. It should have been 4 bolts and one was completely missing and the other three were barely threaded at all. Overall HORRIBLE experience! More

Unfortunately the service department here leaves much to be desired. Exceedingly long waits for simple services like oil changes. When I asked when my car would be ready (I waited and the guy said it woul be desired. Exceedingly long waits for simple services like oil changes. When I asked when my car would be ready (I waited and the guy said it would be less than an hour) he simply said Oh it shouldnt be too much longer. He said this several times thinking it would solve the issue. Then when I asked again they fired back asking if I wanted to do a brake service or change two tires. Wait, didn't you just say it shouldn't be too much longer? Why is the car still with the worker then? Simply put when you have an appointment it shouldn't increase the time you're sitting there. They will try to upsell you on things you probably don't need. Next time, I'll trust my service with valvoline. They're quick and reliable! More

The service department is TERRIBLE! ! I waited 2 weeks from when I initially called because that's when they told me they could repair the vehicle. It's been 3 more weeks and they stil ! I waited 2 weeks from when I initially called because that's when they told me they could repair the vehicle. It's been 3 more weeks and they still haven't repaired the vehicle and it's just a simple fuel line replacement. I've called over ten times to get updates and not once have they provided me one. They just tell me they'll call me back and they never do. The only way I can get an update is by physically going there and they make up some excuse every time. So next week will be 6 weeks from when I initially scheduled the repairs and it will be week #4 that they've had possession of the it. The worst service I've ever experience for anything in my life. I will tell every one I know and pay as many reviews as I can telling people never to bring a vehicle there for repairs. More

The mechanic was terrific. Very knowledgeable and took the time to correct my issues and explain them in detail so I could understand them. Very knowledgeable and took the time to correct my issues and explain them in detail so I could understand them. More

Very good service writer Brian Palmer. Easy check in and check out. Service on vehicle was good. Easy check in and check out. Service on vehicle was good. More

Kelly Ford service center provided excellent service. The service advisor Mike kept me updated every step of the way. They even offered me a loaner car. I would highly recommend Kelly Ford for sales and The service advisor Mike kept me updated every step of the way. They even offered me a loaner car. I would highly recommend Kelly Ford for sales and service. More

No matter how many times I have spoken to people in person in the service department at Kelly Ford that I don't have a problem with my taillight and I have never brought my Ford Edge to Kelly Ford for person in the service department at Kelly Ford that I don't have a problem with my taillight and I have never brought my Ford Edge to Kelly Ford for service, they continue to call or email me regarding the taillight and/or my Ford Edge. I have been more than paitent, but more than fives times I have called and spoken to people in service the need to understand, I don't have a taillight issue and I have never brought my Ford Edge in for service and to stop calling me or emailing me about my service! More

Great service advice and very helpful. Got me in on time and did a great job. Got me in on time and did a great job. More

I've been doing business with Kelly Ford for Years and they have always treated me right the service and the people are great!! they have always treated me right the service and the people are great!! More