Kenny Ross Ford - Service Center

Vehicle showed no "codes" or a check engine light, but was supposed to be diagnosed and serviced to solve an issue with stalling at low speeds which usuallly occurred after being driven eight m light, but was supposed to be diagnosed and serviced to solve an issue with stalling at low speeds which usuallly occurred after being driven eight miles. Kenny Ross had the car for two days (Thurday and Friday) and were unable to solve the drivabilty issue. The invoice indicates the vehicle was not driven( same mileage in and out). After paying $660.41 on Friday, July 6, 2012 to have an ignition switch and reman starter put on the vehicle, it stalled just three miles from the dealership. The reman starter failed. According to the customer service operator at Kenny Ross, the service department was closed for the day. They left us stranded in the fast lane on Rt 30 during rush hour on a Friday evening. Saturday morning, July 7, 2012 we returned to the dealership. Edward Armstrong, Service Advisor, informed us that there would be no one available to work on the vehicle until the following Monday, July 9, 20012. He wanted us to pay for the cost of the tow back to Kenny Ross plus any addtional repairs. He further stated that he could not say when the vehicle would be ready and an estimate of those proposed repairs. The vehicle needed to be repaired before Monday, because we were to attend a family reunion in Ohio the same day, as soon as the vehicle was road worthy and for transportation to work on Monday. We had to have the vehicle towed twice and had to borrow money from neighbors to rent a vehicle to attend our family reunion in Ohio. The vehicle was finally repaired by a "real" mechanic that does not rely solely on codes to diagnose vehicle problems. The incompetence of the service department at Kenny Ross in the installation of the reman starter caused extensive damage to my vehicle. The reman starter failed, serpentine belt came off and the flywheel was damaged. We had the starter replaced by a "real" mechanic and returned the failed starter to Service Manager, Brian Bates. Kenny Ross errors cost us additional expense because the belt and flywheel also had to be replaced. According to the "real" mechanic driveability/stalling has nothing to do with starting. Once the vehicle is started, driveability/stalling ibecomes a totally separate issue. The driveability issue was never addressed at Kenny Ross. Their solution was to install parts via trial and error on the vehicle until we ran out of money. We requested a written copy of their return/refund policy. They have no written refund policy and will not refund our money. I presented my copy of their invoice for their services and the failed reman starter. Originally, Bates said we would receive a refund, but that was just to get us out of the area were the conversation was being overhead by other customers. Armstrong called us twenty minutes after we left Kenny Ross and stated that they needed a written statement as to why we could not wait until Monday to have the vehicle repaired and a receipt from the new mechanic for the installation of the new starter. I drove the vehicle to the dealership to return the reman starter, so how do they suppose that it started unless someone else replaced the defective starter. Service Manager, Bates insisted that a receipt for the newly installed starter by the "real" mechanic is required by Ford, because part of the refund is for the failed part. Bates gave us a customer service telephone number to contact Ford regarding required documentation. According to the Ford customer service representative a receipt for the new starter is not required. We have called Kenny Ross numurous times and received only two calls us back. As a result we have gone back to Kenny Ross Ford four additional times to resolve the issue face to face, only to be called after we left the dealership to inform us that the conditions for obtaining a refund had once again changed. More

I purchased a brand new Ford Focus in November 2011. I recently received a notice for a recall. Ford seems to be very proactive about keeping it's owners informed. Not only did they take care of the rec recently received a notice for a recall. Ford seems to be very proactive about keeping it's owners informed. Not only did they take care of the recall in a timely fashion, the salesman John "cash" McCafferty went above and beyond. He picked up my care at my place of employ, which is near the dealership and returned it when they were done, and he washed it for me. This is not the first care I've purchased from John and it won't be the last. More