Ken Ganley Ford Parma - Service Center

Service was was better than I thought it would be service department people were very nice service department people were very nice More

Making the appt and check in were easy and appointments were available without waiting for a long time. Staff was helpful and answered any questions in a friendly manner. Good experience. were available without waiting for a long time. Staff was helpful and answered any questions in a friendly manner. Good experience. More

Everyone was polite. Work done efficiently. Had no problems.Would come back here again. Thanks. Work done efficiently. Had no problems.Would come back here again. Thanks. More

Scheduled car and when we dropped it off on a Friday, we were informed that they might not even get to look at it that day. Why would you over schedule the shop? Then they said we could pick it up so we w were informed that they might not even get to look at it that day. Why would you over schedule the shop? Then they said we could pick it up so we would have the car for the weekend and we could drop it off again on Monday or Tuesday. What kind of scheduling is that? They kept saying “it’s no problem”. Well, maybe not for them, but if they knew how much trouble it was to get our car there, they would have stopped saying it. All it needed was the A/C recharged. It uses a special refrigerant. Otherwise, I would have taken it to my local garage. Never again will I use this “non-service” department More

They handled the problem quickly and effectively! I feel confident that they fixed all the problems I could have I feel confident that they fixed all the problems I could have More

Love the service and convenience. I tried somewhere closer, but came back to Ken Ganley. I tried somewhere closer, but came back to Ken Ganley. More

Friendly courteous service from all the staff I came in contact with at the dealership. contact with at the dealership. More

Clean fast friendly service I was happy with the service that I received would recommend to everyone thanks that I received would recommend to everyone thanks More

All of the staff at Ford Ken Ganley West were extremely friendly and personable. They’re quickness and ability to communicate was very helpful. friendly and personable. They’re quickness and ability to communicate was very helpful. More

I’ve been to this dealership many times before for service; mostly recalls, and a couple times to replace some corroded connectors that caused my horn and car lock chirp to stop working. I have never service; mostly recalls, and a couple times to replace some corroded connectors that caused my horn and car lock chirp to stop working. I have never had an issue before but this most recent time was terrible. My car was overheating and I also had a recall needing to be done, i called and the soonest appointment was in a week and a half, which was fine. I took my car in for the appointment and was told they would pull it in and see if they could diagnose the issue and I should hear from them later that day or by morning at the latest. Nothing that evening, nothing the next morning, I called about an hour before they closed to get up an update after not being called as expected and I was told they haven’t even pulled the car in to look at it yet. It was Friday evening and the guy told me that it wouldn’t get looked at over the weekend so if I wanted to take the car and bring it back some time next week that would be fine. This seemed unusual because I had a scheduled appointment for the car and now I’m being told to take it and just bring it back whenever, that didn’t make sense to me. I told him the car is overheating and I barely got it to the dealership, I don’t want to be driving the car if not necessary because I don’t want to cause some sort of major damage due to the overheating issue. The guy said the car would be looked at Monday and they should have an idea of what is going on and call me Monday for sure. The weekend passes, Monday also passes, and I never got a call or update on the car. Tuesday morning I call and the lady said she had to find a technician to see if she can get an update, she returned on the phone and first says they are working on the car then says they just started it and then switches to saying it was probably started yesterday evening but they didn’t have time to fully diagnose it and investigate much. I was told they want to diagnose the over heating issue and then once they get that taken care of they will complete the recall and should know what’s going on and contact me either that evening or the next morning. She said because it’s been so long she would call and update me this evening either way with an update. I received a text that evening saying the technician wants to recreate the issue and a few hours ago he was running tests so he can pinpoint the issue and they should know something by morning. Nothing the next morning, so Wednesday before close I called and was told they are unable to recreate the issue, I said I had a photo of my gauges showing the temperature gauge maxing out in the red, I was asked to send the photo to the number I received a text from before; maybe it would help the technician to see it. I was told I’d get another update the next day, Thursday. Nothing on Thursday. Friday morning I called and the guy who answered told me my car hasn’t been started yet. I said that doesn’t make sense it’s been over a week and a couple days ago I was told it was being worked on and they were running tests and couldn’t figure replicate the issue. The guy was not friendly on the phone at all, he snapped and said “well we are backed up and you would have been told to expect it to be a week and a half or more for the car to be looked at, we only have two guys who work on engines and transmissions here. If your car was worked on there would be a technician assigned to it and there isn’t so it’s not been worked on.” I said I was asked to text a photo of the gauges in and was told they were having trouble finding the issue, he said he would walk the floor in half an hour when everyone gets in and call me. I get a text shortly after apologizing for not contacting me yesterday as promised and they should know something by 10a. I mentioned this morning being told the car hasn’t been worked on yet and they apologized for that and confirmed it is being worked on. I received a call from a guy around 10:30a saying they ran diagnostics and the one thing that came up was a cylinder temperature sensor and it’s $30. I asked if it would be causing the issue and he said he didn’t know and they have to start somewhere. I said go ahead and replace it, he said alright give us a little bit and we’ll get it done. I texted asking for an update Friday and Saturday, no response, no phone calls. It was a holiday weekend, so on top of another weekend going by, I got nothing on Monday too. Tuesday morning I get a text apologizing and saying Jon told her that he spoke to me Saturday and that the part is now in stock. I never got a call over the weekend, and was never told or given any indication that they didn’t have the part or that we were waiting on a part. After nearly just going and getting my car and taking it elsewhere at this point, I called and made sure the part is there and this would be completed today and the recall would be done and I’d have the car before close. I was assured that I would have the car back before the end of the day. I was told the recall was already done, even though previously I was told they were going to diagnose and solve the overheating issue first, and they just need to replace the cylinder head temperature sensor and do a drive test then it’s be done. Finally got my car back. This experience sucked. The communication has been awful, I was given false expectations on when the car would be worked on and when I would get my car back. There’s clearly a lack of internal communication as well. If I would have been told when I dropped the car off that it would be a week before the car gets looked at, I wouldn’t have had an issue. But I was told that it would be looked at that day and I expected to have my car back before the first weekend passed. I’m self employed and rely on being able to get to job sites and if I don’t have my car I can’t complete jobs. I lost a LOT of money from this whole ordeal, and had to cancel jobs last minute, because I was essentially lied to by numerous people about when I would have my car back and when it would be worked on. If I was told up front that it would take over a week, I could have anticipated and planned for that and my work and income wouldn’t have been affected so much. When I picked up my car I was told that typically someone is assigned to communicate what is going on with the car to the customer and for whatever reason that didn’t happen. Out of all the people I talked to and was told various statuses from, I can say that a girl named Carlyle was the only person who actually tried to update and contact me when she said she would, and she was the only one who realized that this whole situation was not going according to plan and that it was taking a significant amount of time far beyond expected. She is who I spoke with when picking up my car as well and she was very apologetic about the entire situation. For the frustration, Carlyle did take it upon herself to get approval for a free oil change to be noted on the account. I have always changed my own oil and filter, and would never have someone else do that, and especially after this experience having to have someone else work on my car other than me, I’m beyond hesitant to ever have to bring the car in again. But nonetheless- it was a nice gesture and I appreciate that she was considerate enough to do that. I really hope this dealership doesn’t put everyone through what I dealt with and they get things figured out because it’s not right to treat your customers the way I experienced. More