ReScore Reviews™ (4)
On 12/09/19 I surprised my wife and two kids by buying them a 2015 GMC Denali from Kendall Ford. I have a good friend that was one of the general managers there and given their excellent reputation and his recommendation I thought it was a good fit and I expected the red carpet treatment. Also, given the fact that I am in the car business I was sure they would treat me well. Boy was I wrong.
I paid there price for the SUV, I was surprised when they offered me an extended warranty for an additional $4,000 without a discount. I declined the offer but to be safe I purchased one through the used car lot where I work because I know that even though the vehicle was late model the warranty provides a good safety net.
28 days after my purchase on our way SeaTac airport with my family the SUV broke down leaving my family stranded. Although unexpected, I was not concerned since I bought from a reputable company and also had the extended warranty. Thus began my journey into the Kendall Ford Customer Service quagmire! The car got towed to them on 1/15/2020 they never offered us a loaner car or even to help pay for one. My wife has to get our kids to school 5 days a week. Wrestling 4 times a week and tournaments all over Washington on the weekend. This has been the most stressful thing we have ever gone through. We asked Kendall Ford numerous times if they could help us cover half of the rental car expense. Our thinking was that since we only drove it 28 days before it broke down they might want to help. No such luck. Kendall Ford would not even return our calls for the next few days to give us updates and progress reports.
Fast forward (feels like slow forward) we put some calls into the extended warranty company to see if they could motivate Kendall Ford to do something. Kendall Ford wants to charge me $1200 so they can diagnose the problem to determine if it’s a pre-existing condition for the warranty company. At this point, I don’t care who pays for it. I think that after 28 days someone should step up and take care of the customer. After some back and forth, they agrees to the repair. Kendall Ford is charging my warranty company $8500 for a used engine. I have been told by Kendall Ford several different stories about when the SUV is being worked on, when parts are arriving and when it will be complete. I have never been called with any updates. I am forced to leave messages that go unanswered and never get a live person beyond the receptionist to give me information. The latest drama was that I was told it would be complete 2/26/2020, on my way to pick it up I called only to find out it will not be complete until 3/2/2020. I am in the business. I understand delays. I understand scheduling. I ALSO UNDERSTAND CUSTOMER SERVICE. I believe that when a customer entrusts their business to you that you respond to their requests and you treat them with respect. All I want from Kendall Ford is for them to communicate with me about the service process and to be honest with me about any delays. I have a family that depends on their car. Asking Kendall Ford to do their job seems like a small thing to ask. IT HAS BEEN 50 DAYS WITH NO END IN SITE! When should I get upset?
Hello Craig, thank you for taking the time to speak with our Service Manager, Ted, and allowing him to address your concerns and inform you about the status of your vehicle. Please don’t hesitate to contact Ted if you have any further questions and we look forward to getting you back into your vehicle.
He was very knowledgeable and gave me great advice on what type of truck would best fit my needs. Jason was easy to talk to and not pushy at all. I had a problem with the hood latch when I got the truck home and Jason came to my home and fixed the problem. Great customer service!!!!!!
We stumbled across Marysville Ford and their service department was superb, the very best of the best, they serviced the Ratptor, checked for codes and made sure we were safe to proceed unlike the other dealer that told us to pound sand. Can not recommend their service department highly enough....superb staff and they give a shit and will do what they can to help.
In our subsequent visits, the service people were super friendly and helpful. We were in and out quickly and the work performed in the time promised.
Here is my experience: after finding the truck i wanted through USAA car buying service i was contacted via email by Chris Zuzula. After a few back and forths over email and refining my choice, we set a time to come in to drive and buy. Price was set by car buying service so no negotiation needed.
"Come in at 9:15am so you can be first in to see finance" We arrived at 9am and i was prepared to sign whatever perfunctory documents were needed to move us along to the finance department where i wanted to see what financing options were available.
915: sat down discussed dealer installed options. Me: Not interested
930: presented purchase price + all dealer installed options i was not interested in.
935: needed to step outside because i was frustrated with lack of understanding- I want to buy car at the car buying service price, and talk to finance to see options and finish deal.
945: presented purchase price w/o all dealer installed options, signed deal sheet to move onto next step.
1030: Sales Manager sat down to gather additional personal financial information which was extremely odd and unsettling as it was not verifiable information.
11am: Sales Manager took us aside and discussed private, personal financial information in the middle of dealership floor. "Soft approved by X bank"
1145: finally get to see finance guy who proceeds to inform us of the options available to us. YAY FINALLY WHAT I WANTED FROM THE BEGINNING!
1:30pm finally sign all loan and DOL docs and leave.
Now, i've been through the car buying process many, many times, and i KNEW there was something wrong from the start. It shouldn't take 3 hours just to see the finance guy or even get to him when there is no price negotiation and i told Chris face to face i was not interested in any dealer installed options.
This dealership deals in lies and deception, violated my financial privacy and disturbingly wasted my time. I wasted 5 hours buying a car here that i will not get back. The whole process should have just taken AT MOST a couple of hours. Because of the delay to the finance guy, the banks he was dealing with were also backed up with pending deals. Nothing about that is "first thing in the morning" service.
Throughout this process i was deceived and lied to:
Lied to by Chris, everything would be "ready to go" when we arrived and he understood how we wanted to be in and out.
Lied to by Sales Manager who said we were approved for X loan when we got a better loan once our ACTUAL information was used. The sales manager asking for clearly unverifiable financial information which ultimately delayed our transaction with the banks was alarming.
there's lots of Ford Dealerships- i'm sure there are far better and more honest and upfront ones to deal with.
GO ELSEWHERE where your business and time will be respected and earned.
Per your other review and email back hope we can speak further and resolve your issue today after 4pm. Again I am sorry for the way you feel you were treated and happy we will be able to speak later today!
Overall, we spent 5 hours on a Sunday afternoon trying to purchase a vehicle at Marysville Ford. We experienced incredibly poor service and a complete lack of professionalism from the staff. It didn't even stop when we left the dealership as Shawn continued to text my wife updates on our loan days after the sale, which is completely inappropriate as I am the primary on the loan. If the price weren't great, I would not have followed through on the sale. I will likely never return to Marysville Ford to purchase a vehicle. Worst auto buying experience of my life.
I am so sorry for the way you were treated and feel. I would really appreciate the opportunity to speak further about this with you and try and resolve these issues that came up.
My email is firstname.lastname@example.org