Ken Ganley Ford Norton - Service Center

Excellent. Efficient, thorough, checking everything. I couldn't ask For better service! They were right on time! Efficient, thorough, checking everything. I couldn't ask For better service! They were right on time! More

Always been friendly an asked a question very helpful great service an excellent work No matter who I see service or in showroom all are friendly great service an excellent work No matter who I see service or in showroom all are friendly More

March 13, 2023 My experience at Ganley was profoundly challenging, to say the least. It began with a well-documented issue regarding the 2019 Ford Fusion Titanium Ecoboost Turbo model. The engine, equipp challenging, to say the least. It began with a well-documented issue regarding the 2019 Ford Fusion Titanium Ecoboost Turbo model. The engine, equipped with water jackets between the cylinders, has been identified to fail, leading to antifreeze leakage into the cylinders and subsequent engine failure. This issue has prompted a pending class action lawsuit. Despite consulting multiple attorneys who indicated the potential lengthiness of the legal process, I found waiting intolerable given the urgency of my situation. Transitioning to my interactions with the Ganley team, initial impressions were positive with a friendly atmosphere. However, matters took a different turn during discussions on pricing. Initially, a rough estimate of $8,000 was provided. Following negotiation and my emphatic assertion that the issue was not of my making, given the vehicle's modest mileage of 73,000, I was eventually quoted a final price of $4,500, inclusive of all expenses. Concurrently, Ford Customer Service Center offered $5,000 in assistance, bringing a sense of relief. Regrettably, Ganley subsequently reneged on their initial offer. The representative who initially quoted $4,500 later claimed it was for parts only, contradicting her previous statement. This inconsistency was concerning, indicating possible miscommunication or misrepresentation within the dealership. Again, I sought legal advice. Afterall, I had two separate calls with the quoted price. In the end the legal battle would have cost more than the $2300 for the work to be completed. At this point I reached out to General Manager Tom Yerace, who assured me that he would get to the bottom of it all. He did not! I was given over to John Kirchenbauer, the service manager. Subsequently, communication delays ensued, stretching what was supposed to be a swift resolution into a prolonged ordeal lasting weeks and eventually months. Despite my inquiries, obtaining a detailed breakdown of costs, encompassing parts and labor, proved challenging. When I finally received a breakdown, the total exceeded $7,200, far surpassing the initial quote. Notably, now the discrepancy between Ganley's online prices and warranty pricing. Ford Customer Service Representative Jenae Gaston reached out to Ganley about this pricing and was ignored. Her understanding was that warranty pricing should have been less than wholesale or online pricing for parts. This obviously raised significant doubts regarding the dealership's transparency and integrity. Moreover, upon collecting the vehicle post-repair, I encountered an unexpected issue with the control screen. Despite assurances from the mechanic that it was unrelated to the engine repair, the proposed diagnostic fee of $170, along with an anticipated additional $800 for the suspected part replacement, were unwelcome surprises. Reluctant to engage Ganley further, I resolved the screen issue independently with simple troubleshooting, underscoring the dealership's questionable diagnostic practices and pricing policies. In a fortuitous turn of events, a brief consultation with online resources, particularly instructional videos on YouTube, provided invaluable insights. Following straightforward instructions, I successfully resolved the control screen issue within minutes, circumventing the need for Ganley's costly diagnostic services. This experience further emphasized the importance of consumer empowerment and resourcefulness in navigating challenging situations. In summary, my experience with Ganley Ford has been marked by frustration, disappointment, and a profound lack of confidence in their integrity and professionalism. I am compelled to share this account widely, hopeful that it catalyzes necessary improvements within the dealership's practices and customer service standards. Respectfully, Shawn Zavodney More

It's close and they take care of my cars. The staff is very friendly and the shop is clean. The staff is very friendly and the shop is clean. More

I enjoy the people I work with at Ganley. Mark is awesome to work with. Mark is awesome to work with. More

Good prices good experience great service in a timely manner Devin Legg was freaking amazing manner Devin Legg was freaking amazing More

The staff are always very kind. I had a service light on when I left that was not there when I arrived, but they looked at everything again before I left the parking lot which I app I had a service light on when I left that was not there when I arrived, but they looked at everything again before I left the parking lot which I appreciated. I was sad I forgot my coupon I got in the mail but I'm hoping I'll get another one prior to my next oil change. More

Devin was so helpful, understanding and nice. We were on a cross country road too when our car broke down about 20 min from here on Friday afternoon. When we got there, Devin understood the stres We were on a cross country road too when our car broke down about 20 min from here on Friday afternoon. When we got there, Devin understood the stress, and urgency we were facing. He went above and beyond to help us and were so thankful for his help making the best out of the situation. More

Amazing experience. Brianna was a so very helpful and got my car back to perfect conditions! Brianna was a so very helpful and got my car back to perfect conditions! More

Good honest people I can trust! Thank all of you! Good work Great people. Dependable honest . Love them! Thank all of you! Good work Great people. Dependable honest . Love them! More