Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, on November 23rd 2024 I took out a car with Ford of Kendall and I traded an F150 from 2022 and I purchased an F-250 2024. After a month and a couple of days the finance company didn't approve the sale of the F-250, the only reason why I found out was because I kept calling the dealer multiple times asking them that what were they going to do, because I had no website to pay for the car. After lies and lies I decided to return the car because they wanted me to sign a different deal with different terms that I didn't agree to from the beginning. I received a letter from ***************** saying that my trade in was paid off (My previous car) I asked them for my trade in and they did not have it, they had sold it already. I went to another dealer and I took out another car while and while logging in I see that my trade in was put back on my credit when it was already paid off back when I took all the F-250 with them I went to the dealer today January 21st and they're saying that they did not request the money back from the payoff, I called **** Credit to seek help from them and they're saying that Ford of Kendall requested the money back, that ***** *******, *************** Officer sent an email saying that they paid it off in error (My Trade In). I spoke to ****** *****, the general manager today January 21st 2025 and he said that there is no way they could do that. I spoke to **** Customer Relationships Center and they're looking into it but they're saying that they didn't request the money back so now I have no car and they put everything back on my credit and I have late payments now.

  

  Business Response

  Date: 01/24/2025

  This correspondence addresses the buyers comments, which we consider a buyer's remorse claim and the circumstances surrounding the failure to purchase one 2024 **** F-250. 
  
  A retail installment contract was executed on November 30, 2024, and subsequently submitted to ***********. Conditional approval was received, with final approval contingent upon the verification of the customers income and employment. On December 24, 2024, approximately one month after the initial submission, the conditional approval remained dependent upon proof of income that the customer was unable to substantiate. The income figures provided were attested to by the customer as accurate at the time of submission, as evidenced by his signed credit application.

  During this process, the dealership, acting in good faith and under the presumption that the conditions of approval would be met, paid off the customers trade-in vehicle. Additionally, the dealership extended opportunities to the customer to resolve the matter and amend the contract to allow for the potential assignment to the ************ reflecting a reduced sales price. Furthermore, the customer declined the offer to payoff the net trade deficiency allowing for the Ford of Kendall payoff of the trade to the lienholder and annul the contract.  Despite these efforts, the customer refused to rectify the matter.
  
  Given the customers decision to return the vehicle and the subsequent threat of litigation, the dealership must limit further commentary on this matter.

• Initial Complaint

  Date:10/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2024 **** Edge from the Ford of Kendall dealer, I have had to take the car to the dealer 3 times because it is having problems with the screen, the connection, and noises in the engine. I still have all the problems and they cannot solve them. The car cost me a lot and I am paying more than $800 a month and it seems disrespectful to me that it is a new car with a warranty and it has so many problems. The truth is I don't want that car and I need to change it for another model since I like **** but that model has too many problems and I don't want it.

  

  Business Response

  Date: 10/31/2024

  We are sorry to hear you are having issues with your vehicle.  As you mentioned, **** provides factory warrantees on new vehicles,  3 years or ****** miles whatever comes first on all items, and a powertrain warranty of 5years or ****** miles whichever comes first. If your vehicle issue requires further inspection and/or discussion, you should contact **** **************** and log a case.  Their number is **************.  

• Initial Complaint

  Date:10/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased TRUCK at **** of Kendal (*** Machardo ****). Informed its normal for Transmission in new truck to have a breaking in period.-R/O- 49837-10,000miles- truck was taken to dealership for TRANS. ISSUES. NO RESOLVE -R/O ******- ****** miles -On 01/11/17 Truck was taken AGAIN to ***, for severe engine and trans. Dealership noted severe engine problems. Insurance warranty **** and **** **** arrived at dealership and concluded that ORIGINAL engine was BAD. Ins. warranty would cover repair cost. R/O ******- ****** miles 04/18/17, Truck was taken to ***, Transmission concerns noted. Transmission continues to date to be problematic. **** forums show **** owners also having similar Transmission Issues' R/O ******- ****** miles 05/28/19 **** ISSUES RECALL ON Trans. issues. Took truck to **** *******, INFOMED trans. had to be reprogrammed. 11/19 I returned to *** for treatment at the ******. Truck continued to downshift, so I went BACK to ***. I was told there are no recall on trans. and eventually Trans. would streamline.156,000 miles- Since reprograming truck has been double downshifting/bucking in first gear, which I have been stating to **** and to date has NEVER BEEN FIXED. IT IS DEFFENTALLY A SAFTY CONCEREN THAT **** ISNT ADDRESSING! On 05/17/24, **** suggested to go into dealership to have Trans. checked. 05/18/24 went to **** *******. They Informed me that warranty of recall ended at ******* miles and I would have to purchase a new trans. for$ ********. Im a retired Vet., who has tried to invest in American product; ****, which to date have Not delivered a complete product. As agreed Ive paid in full for a promised product that has been unsatisfactory to date. I love my Truck and as *** stated from purchase, would like my Transmission issue to be repaired, rebuilt, or replaced to resolve this matter. I would like to drive my Truck knowing that my family, friends and I are driving in a safe and reliable vehicle that everyone will enjoy.

  

  Business Response

  Date: 10/20/2024

  Dear Mr. ************* If your vehicle is subject to an approved open recall from ******************, any authorized **** Dealer can make the repair.  Ford of Kendall is not affiliated with *** ******* ****.  We purchased this dealership in March, 2019.  Any conversations you had with them personally would need to be taken up with their organization.  They have an active **** Dealership in *******, ********  In any event, we perform service on transmissions and the quote you mentioned to replace the transmission is approximately what any dealership would charge for a new transmission for a 2011 **** F-150 if the parts are available for a 14- year old truck.  Thanks for reaching out to us and we are hopeful you find a resolution.

  Customer Answer

  Date: 10/20/2024

   
  Complaint: 22446283
  
  I am rejecting this response because:
  This problem as per attachments initially began on purchase of Truck and was never fully fixed.  Truck was taken to **** ******* **** for recall of Transmission fix, but problem still exists. Invoices states the ongoing transmission problems from the beginning of purchasing of vehicles. 
  Sincerely,
  
  Cosmos ******

  

  Business Response

  Date: 10/20/2024

  Dear Mr. ******* as I communicated previously, if the unit is under an approved recall you might be available for **** service support.  If you need to discuss the matter with ****************** they have a customer contact center that may be able to assist you.

  Customer Answer

  Date: 10/20/2024

   
  Complaint: 22446283
  RECORDS INDICATE TRANSMISSION EARLY TRANSMISSION PROBLEMS. 
  I am rejecting this response because: As you can see Transmission is under recall. At ****** i did take truck to dealership in 2019. To date at ******* problem still present. Ive already called **** n carried truck to **** ******* dealership to be told truck is at ******* miles, over the ******* mile  marker on recall. Only option dealership states is a new transmission. I agree, but **** Never properly fixed my transmission when purchased and even on the recall. If you cant help fix this problem, please give me a direct **** DEPARTMENT and phone number that I can address my complaint to.  You do have all my records, Vin number, and am currently at ******* miles. You can check on this recall and you tell me what recourse if any I can take.  
  
  Sincerely,
  
  Cosmos ******

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2022 Tesla ************* from this dealership on June 27th, 2024. ***** is accusing the dealer of selling me a car with active financing on previous loan -- aka not paid off and title released --- refusing to allow me to have ownership of the car via their app. Without this, the car cannot be serviced under the warranty which it currently requires. I have tried working with both the dealer and ***** for almost two weeks now and each party continually accuses the other of being at fault here. I would like to either:1) Have this issue resolved ASAP 2) Completely unwind the transaction and get my money and trade-in returned to me.

  

  Business Response

  Date: 07/09/2024

  Dear ******************.  We are sorry for your dissatisfaction related to your purchase of the 2022 Tesla from Ford of Kendall.  As we communicated to you previously, we sent the payoff for the Tesla in subsequent to taking this unit in trade in May.  In our follow-up with *****, they indicated that they made an internal error and the account was closed and they were forwarding the issue to a department that would re-open the contract and pay it off successfully.  We are optimistic that they are in process of completing this payoff so that they will remove the lien and we will subsequently process the title and the registration with a sense of urgency.  We will follow with you immediately once ***** resolves the issue.  ***************************, our pre-owned Finance Manager, is in communication with ***** for the resolution.  

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21957149
  
  I am rejecting this response because:
  

  This is more finger pointing and deflecting blame from Ford of Kendall. ****** stated position has always been Ford of Kendall sold a car without Title release and therefore the responsibility lies with Ford of Kendall to correct. Below is response from Tesla:

  +++++++++++++++++++++++++
  

  
  Hello,
  
  Please be advised, this is not on Tesla as the dealership should not have sold the vehicle to you if they do not have the title. The dealership will need to reach out to us to resolve the matter. 
  
  best,
  ******************** | *************** Services
  *************************************************************************************************
  E. **********************  T. ************
  +++++++++++++++++++++++++++++

  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/11/2024

  ***** finally took ownership of the issue.  Their last message to us as of yesterday was that they closed the clients account and released the title.  Once we receive the title from Tesla, we will promptly title the vehicle as appropriate.

  Customer Answer

  Date: 07/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a kia ******* 2016 October of last year and nothing but problems. First there was a leak on water / coolant pump, Now it seems there is something wrong with the engine because I have to add oil to it everytime i go on long trips. Please help

  

  Business Response

  Date: 03/18/2024

  The customer purchased a 2016 Kia ******* with ****** miles 9/9/23.  The vehicle was purchased "as-is" with no manufacturer's warranty available and did not purchase an extended service contract.  Unfortunately, the vehicle has no service coverage, but if she would like to trade it in we can appraise it and include it in a future purchase as a trade-in.

  Customer Answer

  Date: 03/19/2024

  this car is a lemon- will you be taking it back for the amount of money i purchased it? can i work with someone in particular i can  call  that is part of your customer care service? can i speak with your Dealer General Manager? 

  Customer Answer

  Date: 03/19/2024

  can i speak to a rep from your customer service team? can i have a number to call? i would like to get the details of the trade in that you offer

  Customer Answer

  Date: 03/19/2024

  need a phone number to call and speak about my tradein

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21444864
  
  

  this car is a lemon- will you be taking it back for the amount of money i purchased it? can i work with someone in particular i can  call  that is part of your customer care service? can i speak with your Dealer General Manager?
  

  
  

  can i speak to a rep from your customer service team? can i have a number to call? i would like to get the details of the trade in that you offer
  

  need a phone number to call and speak about my tradein

  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/19/2024

  As already indicted you purchased a pre-owned vehicle as is.  *********** related issues after the sale has been consummated is the responsibility of the consumer.  I am the General Manager and Ford of Kendall is not responsible to complete any required repairs.  You are welcome to bring the vehicle into the dealership for an appraisal on a trade, but we do not guarantee we will purchase the unit as a trade-in.  The pre-owned manager is ********************************* ****************.

  Customer Answer

  Date: 03/19/2024

  The car had an engine replacement and it seems to be that your dealer performed poor workmanship because the car is burning significant oil. This is the way you stand before your business? Behind the AS IS law? Saying we may or may not take your trade in? What kind of poor customer service does a General Manager establish to a reputable brand like ****? 

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21444864
  
  
  The car had an engine replacement and it seems to be that your dealer performed poor workmanship because the car is burning significant oil. This is the way you stand before your business? Behind the AS IS law? Saying we may or may not take your trade in? What kind of poor customer service does a General Manager establish to a reputable brand like ****?
  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Feb. 22, 2023, I brought my **** F-150 to Ford of Kendall for A/C repair. Invoice: ******* stated the *************** needed to be replaced. I was charged $709.11 for the repair. Mar. 09, 2023, I brought my truck back to your dealership because the repaired ** stopped working. Upon reinspection a new ** Resistor was needed, my ** was full of water, the drain needed to be cleared, and the dash assembly would have to be removed. I told the service advisor to Fix everything" See Invoice: ******. *********** Team kept my truck for over two weeks. Mar. 24, 2023, my daughter spoke with the Service Manager and suddenly my vehicle was ready. I was charged $2,504.73 and my seat was ripped. I told the Supv. my seat was damaged, he claimed it was brought into the dealership in that condition. After requesting to speak with upper management, he agreed to repair my seat as a Goodwill Repair. Oct. 06, 2023, AGAIN my ** is not working! This time I took my truck to **********************. I was told the ** Evaporator is leaking Freon. This repair is est. to be $3,907.34. Invoice: ***** incl. a $250.00 diag. fee. Oct. 27th 2023, my daughter spoke with your new Service Manager, **** regarding the Quality of Service. She was told, This was a separate issue that didnt concern the ** & unless the Freon was leaking when the vehicle was brought in, it would not have been checked, and this issue occurred before he became Manager". I am requesting my ** be repaired CORRECTLY at NO COST to me since your repairmen failed to properly fix my **. Invoice: ******, states PLEASE BE ADVISED THAT DASH ASSEMBLY AND ** EVAPORATOR CORE HOUSING WILL NEED TO BE REMOVED FROM VEHICLE IF FURTHER REPAIR IS REQUESTED This is the EX**T problem with my ** per *********** ********************** at **********************. Why was this problem not fixed during both repairs? I feel I was scammed out of my money for half-ass patch jobs, and I am left with the exact same issue less $3,463.84.

  

  Business Response

  Date: 11/10/2023

  Dear **********************, I apologize for the issues related to the air conditioning issue and will get with my service department to inquire as to what transpired on our end.  Once this is determined, we will contact you to discuss next steps.

  Customer Answer

  Date: 11/20/2023

  I was contacted by **** and instructed to bring my vehicle to the dealership for inspection and promised that "IF" there was any error on ****** behalf, my AC will be repaired. This is an open-ended statement. The error was to fix everything the first time my vehicle was brought in for repair and I am not comfortable doing business with "IF". 

  Therefore, I am bringing my truck to the dealership on 11/21/23 at 9:00am as requested for "inspection", however I have made it clear that I do not plan to spend any more money.

  My question is what happens after the inspection? I do not want to be given any excuses as to why my AC will not be repaired. Therefore, I am leaving this complaint open until I receive confirmation that my AC WILL be repaired correctly. 

  Thank you, 

  *****************************

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20830395
  
  I am rejecting this response because:

  I was contacted by **** and instructed to bring my vehicle to the dealership for inspection and promised that "IF" there was any error on ****** behalf, my AC will be repaired. This is an open-ended statement. The error was to fix everything the first time my vehicle was brought in for repair and I am not comfortable doing business with "IF". 
  Therefore, I am bringing my truck to the dealership on 11/21/23 at 9:00am as requested for "inspection", however I have made it clear that I do not plan to spend any more money.
  My question is what happens after the inspection? I do not want to be given any excuses as to why my AC will not be repaired. Therefore, I am leaving this complaint open until I receive confirmation that my AC WILL be repaired correctly. However, if everything is repaired, I will close this case and post an update. 
  
  Sincerely,
  *****************************

  

  Business Response

  Date: 11/21/2023

  ********************, in the event your vehicle is covered by a manufacturer's warranty or a purchase extended service contract, the service expense should be covered (subject to deductibles with most service contracts).  Ford of Kendall provides services to the general public but not without expense.  If you choose to bring your vehicle to us, please be advised that this is a "for profit" business charging reasonable fees for services rendered.  We certainly will do our best to satisfy you as we do with all of our customers.  If you choose to come to the dealership, please ask for a service manager in the event you have a specific concern.  Thank you.

  Customer Answer

  Date: 11/27/2023

  As a follow up, I took my vehicle back as requested and I received the EXACT same service. No one knows what they are doing. I was advised the issue was with a part that was supposedly already fixed. The Service Manager did not follow up with me after the so-called re-inspection. Instead, he had someone else speak to me. I was told now the issue is the blower, when I stated that the blower was supposedly already replaced per the original paperwork. I was then told the problem was the A/C evaporator and hose. This was already determined to be the problem per your own paperwork and per **********************. Therefore, there was no need to waste my time brining my vehicle back for "re-inspection" only to be given a quote of an additional $3,000.00 for repairs. 
  

  In response to your reply, I am aware that this is a "for profit" business. This is EXACTLY why your work should speak for the prices you are charging. I did not pay almost $4,000.00 for mediocre patch-work service! This is NOT A WARRANTY ISSUE. HOW CAN I HAVE A WARRANTY FOR A REPAIR AND/OR PART THAT WAS NEVER FIXED. THE REPAIR SHOULD HAVE BEEN DONE, BUT IT WASNT.

  THE ISSUE IS, ALL WORK SHOULD HAVE BEEN REPAIRED CORRECTLY THE FIRST TIME I BROUGHT MY TRUCK IN FOR SERVICE AND IT WAS NOT DONE. I SPECIFICALLY ASKED FOR ALL ISSUES CONCERNING MY A/C TO BE COMPLETED AND THE A/C EVAPORATOR WAS NOT TOUCHED. Your service department dropped the ball and half- assed the repair and now I am stuck with an A/C that is still broken and I am cheated out of $3,400.00 dollars. Perhaps you re-read my complaint and maybe you will understand that the rendered services were not completed in its entirely. Moreover, I would appreciate if you would contact me via telephone to resolve this issue. My contact information is: ************. Thank you and I look forward to your call. 

  -******

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20830395
  
  I am rejecting this response because:

  As a follow up, I took my vehicle back as requested and I received the EXACT same service. No one knows what they are doing. I was advised the issue was with a part that was supposedly already fixed. The Service Manager did not follow up with me after the so-called re-inspection. Instead, he had someone else speak to me. I was told now the issue is the blower, when I stated that the blower was supposedly already replaced per the original paperwork. I was then told the problem was the A/C evaporator and hose. This was already determined to be the problem per your own paperwork and per **********************. Therefore, there was no need to waste my time brining my vehicle back for "re-inspection" only to be given a quote of an additional $3,000.00 for repairs. 
  

  In response to your reply, I am aware that this is a "for profit" business. This is EXACTLY why your work should speak for the prices you are charging. I did not pay almost $4,000.00 for mediocre patch-work service! This is NOT A WARRANTY ISSUE. HOW CAN I HAVE A WARRANTY FOR A REPAIR AND/OR PART THAT WAS NEVER FIXED. THE REPAIR SHOULD HAVE BEEN DONE, BUT IT WASNT.

  THE ISSUE IS, ALL WORK SHOULD HAVE BEEN REPAIRED CORRECTLY THE FIRST TIME I BROUGHT MY TRUCK IN FOR SERVICE AND IT WAS NOT DONE. I SPECIFICALLY ASKED FOR ALL ISSUES CONCERNING MY A/C TO BE COMPLETED AND THE A/C EVAPORATOR WAS NOT TOUCHED. Your service department dropped the ball and half- assed the repair and now I am stuck with an A/C that is still broken and I am cheated out of $3,400.00 dollars. Perhaps you re-read my complaint and maybe you will understand that the rendered services were not completed in its entirely. Moreover, I would appreciate if you would contact me via telephone to resolve this issue. My contact information is: ************. Thank you and I look forward to your call. 

  -******

  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/30/2023

  Dear ********************, after speaking to my service manager *********************, he indicated that he had conversations with you explaining the details.  I will have him reach out to discuss this with you further as he is the expert in these matters.

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20830395
  
  I am rejecting this response because: I would prefer to speak with you as I previously requested. However, the "communication" your service manager advised you of was, quoting me a "good price of an additional $2,000.00 for *********** the parts came in". So, I'm supposed to pay an additional two grand for something that should have ALREADY BEEN REPAIRED! I do not know how to state this any other way and it is horrible customer service on both ******************** - **** and yourself as you both seem to pretend to not understand the issue or how to resolve it. I have been jumping through hoops to resolve and rectify an error that your company created, and I have had enough. I will seek further action via media, social media, and legal representation. 
  

  Thank you,
  
  *****************************

  Customer Answer

  Date: 12/05/2023

  Complaint: 20830395
  
  I am rejecting this response because: I would prefer to speak with you as I previously requested. However, the "communication" your service manager advised you of was, quoting me a "good price of an additional $2,000.00 for *********** the parts came in". So, I'm supposed to pay an additional two grand for something that should have ALREADY BEEN REPAIRED! I do not know how to state this any other way and it is horrible customer service on both ******************** - **** and yourself as you both seem to pretend to not understand the issue or how to resolve it. I have been jumping through hoops to resolve and rectify an error that your company created, and I have had enough. I will seek further action via media, social media, and legal representation. 
  
  Thank you,
  
  *****************************

  

  Business Response

  Date: 12/05/2023

  ******************, my service manager advised that your 2009 F-150 vehicle with ****** was brought in with an ** issue March 8, 2023 which included a clicking noise in the dash.  The diagnosis was that your actuator doors were inoperable.  The cowling was removed and the actuator motors were replaced.  Additional diagnostics subsequent to this repair indicated more repairs might be needed as indicated on the repair order, but additional costs would ensue.  The parts and labor associated with this repair were charged to you and paid.  On March 28th, you brought your vehicle in claiming your passenger rear seat bottom was ripped during your first visit which we repaired free of charge with a cost of $285.    The second time you brought your vehicle in November 21,2023, you indicted your ** was not cooling.  At that time your vehicle had ****** miles.  It was determined that the ** evaporator needed replaced.  You refused that suggested repair.   After receiving your complaint again in good faith, we offered to reduce a part of the estimated repair. You refused this offer and threatened litigation.  We have attempted to service your vehicle and provide complete satisfaction and we are sorry that you are not satisfied, but neither my staff nor myself will be subjected to threats, intimidation or harassment when we are conducting business.  If you choose to have the vehicle serviced by Ford of Kendall, we will standby our offer and reduce the latest repair order estimate.

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20830395
  
  I am rejecting this response because:

  First and foremost, my name is ******************** NOT Sadifer. Secondly, my vehicle was brought into your establishment on FEBRUARY 22, 2023, NOT March 08, ****. Clearly, you have not read my complaint in its ENTIRETY, or you are receiving secondhand information, and instead of reaching out to me VERBALLY "in good faith"; as I have previously requested TWICE, you continue to neglect my request.
  Moreover, I stated my next course of action would be via media, social media, and to seek litigation. This was neither a threat nor intimidation tactic "while conducting business", it is simply a written statement regarding MY next course of action. IF you or your company feel "threatened' by my written statement to further pursue what should be FAIR and GOOD BUSINESS, then YOU clearly misunderstood my written sentiment, which is EX**TLY why I requested someone contact me via telephone to VERBALLY discuss my complaint, but my request has been ignored to no Advil.
  In addition, here is a timeline of events for CLARITY.
  02/222023, the determination by *********** team was to replace the ************ Assembly, I was charged $709.11. (See invoice: 491528)
  03/09/2023, reinspection via *********** team determined a new ** Resistor was needed which included removing the dashboard. I requested ALL NEEDED REPAIRS PER YOUR REINSPECTION BE PREFORMED. I was charged $ ******** (See invoice: ******)
  03/24/2023, upon receipt of my vehicle, my seats were ripped by *********** service team. I was not a claim as you stated, it was a F**T and in good faith repaired on June 06, 2023. (See attached photos previously submitted in my initial complaint).
  
  REASON FOR COMPLAINT:
  (Per invoice: ******) it states, Please be advised that dash assembly and ** evaporator core housing will need to be removed from the vehicle if further repair is requested.  Therefore, all needed repairs were NOT completed. I was charged $******** for ** repair and one of the MAIN Components to fixing the problem was not completed. Why would further repair be requestedif EVERYTHING was supposedly repaired? I was charged for incomplete services.
  10/06/2023, reinspection via ********************** (See invoice: *****) *************** determined my vehicle was leaking Freon and the ** Evaporator needed to be repaired which includes replacing the Suction and Discharge Hose. I was quoted $3,907.34 and charged $250.00 for the inspection fee.
  
  10/27/2023, my daughter spoke with the service manager due to my ** still not working. She was verbally told It was a separate issue that concerned the previous manager and Unless the Freon was leaking when the vehicle was brought in, it would not have been checked. So, if everything is not being checked when a vehicle is brought in for repair, what is the purpose of charging customers $250.00 for a full diagnostic?
  
  11/06/2023, complaint filed with BBB.
  11/14/2023, was promised via electronic correspondence I would be contacted to discuss the next steps.
  11/20/2023, I was contacted by the service manager and was advised to bring my truck back for another inspection and IF there was an error on ****s behalf, my ** would be repaired.
  11/21/2023, again received correspondence regarding a warranty for a service that was never completed.
  11/29/2023, received a response via electronic correspondence regarding the warranty on service parts and the extended service contract. I was also informed **** was a for-profit business. However, the response received had absolutely NOTHING to do with the issue at hand as this was NOT A WARRANTY ISSUE. HOW CAN I HAVE A WARRANTY FOR A REPAIR AND/OR PART THAT WAS NEVER FIXED? THE REPAIR SHOULD HAVE BEEN DONE, BUT IT WASNT.
  11/29/2023, received my vehicle back from **** after the reinspection. I was quoted $2,000.00 for the repair of the ** Evaporator. I rejected that quote and again requested a call from upper management. Bringing my vehicle back in for reinspection was a waste of time as the problem was already determined via (invoices: ****** & *****). Again, the issue is the repair was not completed when it should have been.
  12/01/2023, received a response via electronic correspondence stating the service manager would contact me again. However, I was contacted by ***************, not the manager re-quoting me a repair price of $2,000.00 which I rejected for reason: see above.
  12/05/2023, received a response via electronic correspondence that I refused the service of my vehicle and was accused of using intimidation tactics. However, my statement was misunderstood and comprehended out of context. I still have not received a telephone call from upper management and I did not refuse the service, I REFUSED THE CHARGE FOR THE SERVICE. Reason for refusal: see timeline above.
  12/07/2023, I rejected, the response from **** as NOTHING has been resolved. All I have received is excuses and BAD BUSINESS. Desired resolution: The ** Evaporator to be REPAIRED at no charge as it should have been previously repaired on 03/09/2023 but was not due to ****s neglectfulness.
  12/07/2023, Awaiting a response from ****. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a Kia ******* on 9/9/23 around 10pm. The salesman ***** had told us that the engine was replaced and that we had a new engine on the vehicle with lesser miles. He also stated that the vehicle didn't have anything wrong with it and all parts were functioning correctly. It was late at night and we drove home only to find out the engine had a recall and there seems to be an antifreeze leakage because I keep adding it and it goes down. I called the salesmen and he is saying as-is no warranty. He knew about the issue but failed to disclose it. Need help please.

  

  Business Response

  Date: 09/14/2023

  *****************  Ford of Kendall has already spoke to you and agreed to diagnose and determine any issues with your "as-is" purchase.  Please contact *************************, Pre-Owned Manager at ******************* for assistance.  Thank you.

• Initial Complaint

  Date:08/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car in 3 times for a sound that I was hearing in my car. I told them each time about the sound and the shake my car was having. The initial time it was a transmission fluid change and oil change. I told them to do an inspection and they said everything looked fine. A week or so later my car continued to have a shake and a knocking sound. I took it back in. They said the tires are bad and need replaced I paid another ******* but they said cant hear the sound. A week later the car was really bad and it was making a horrible sound. It went back a third time and they said it was an AC FAN. ****** I paid and I got my car back and there is a hose detracted that goes to the engine the cover was smoking because it wasnt put back on correctly and it was torn. Its an older car but its my car and I want it fixed right. Especially for the money paid. I attempted to contact SEVERAL times over a 30 min time frame and the phones rang and rang. When they did answer they lady me on hold for several mins until the phone disconnected me. I tried texting the same guy that was texting me about my service with no response. I am not happy. Im ok with paying for the parts but the service was horrible and I want that portion of what I paid back. Terrible service.

  

  Business Response

  Date: 08/31/2023

  Dear, *******************  Thank you for reaching out.  Ford of Kendall takes pride in our ability to fully satisfy our customers.  As you alluded, when automobiles age, they tend to need attention related to faulty parts and equipment.  It is not uncommon for a 2015 vehicle with ******* miles to require such attention.  We do our best to diagnose issues the first time, but often we are unable to.  If you care to bring your unit back into service, we will attempt to ensure that all of your issues re resolved.  Additionally, we will provide you with one free oil change for your concern.  We appreciate you choosing Ford of Kendall for your service.

• Initial Complaint

  Date:07/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 22 , I saw an ad for a white ***** Ram VIN: *****************, After confirming vehicle was available with a person named "*********" , I told her please to double check availability and to promise she could physically see and touch the truck , because I was going to the bank to take out monsy and drive over to buy the truck , again she confirmed and we made an appointment for 2pm, I showed up and she was nowhere to be found another salesman helped me and said truck was sold a month ago even though I could see the truck on the lot , I called back the number that I called before for "*********" this time she was not available so i told the manager the scenario , she said she would remove the advertisement for the truck , I had other family call the next day and they continue to set up appointments for the same bait and switch truck this time ******** assured us the truck was available , I called the owner **** to advise of the scam and he still has not called me back , I believe they are using the call center to try to get away with bait and switch , because when pressed they both act like they dont know what the call center or dealer is doing , all the managers act confused , and act like such expensive inventory like cars and trucks are hard to track , you can go to their site at this moment and they will make an appointment for the same truck and when you get there try to sell you an F150 , disgusting scammers cheating my son out of his first truck ,

  

  Business Response

  Date: 07/25/2023

  Dear ********************,

   

  We apologize for the issue that you mention.  We often take deposits on cars and customers come back and contract them at a subsequent date.  We have an internal operating system that does not pull the vehicle of our website until the sale is finalized or "booked".  Sometimes this process can be two or three days, sometimes, depending upon the customers ability to make it to the dealership, it might be longer.  Additionally, insofar as we have an offsite *************************** that generates leads for our dealerships, they predominantly utilize our website where the inventory is represented.  While the intention was not to mislead you, we certainly had communication errors that lead to this confusion.  We are sincerely apologetic and will attempt to utilize your comments to improve our services to consumers.  

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20367023
  
  I am rejecting this response because: The same person ********* and another ******* continued to make appointments for the same truck after management was made aware of the issue, Also ********* and her manager was made aware the same day of the situation. We had 3 different people call and act as interested customers. All of them had appointments made for the same truck , over the following 3 days , showing it was intentional. When pressed , the employees who set up the appointments would promise and guarantee the vehicle was available. The ad was only pulled down several days later, long after several employees and managers were made aware of the issue, the company is using some type of call center to remove themselves from liability in order to run a bait and switch scam, I challenge anyone to  go to their site and try calling on a suspiciously low price vehicle, , almost any car that has a low price is a bait and switch scam, when you call they will say its available and have you drive to the location, claim that it was a confusion and the vehicle was sold,  then they will offer you a more different more expensive vehicle , Like they did to us , I had a reluctant employee, which I will not name , tell me that management told them to get people into the dealership "by whatever means necessary" and that "this happens all the time".  I saw  other complaints on line and am in touch with 2 other victims that also confirmed bait and switch with this dealer. We are documenting and recording all interactions and plan further action, We hope that exposing this they will put an end to this illegal practice. I will accept a response , if  they admit it was intentional, fire all employees involved, apologize and remove all the bait and switch ads from their site. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We took our truck for repair on May 24th, 2023. We keep getting the runaround by the service advisor and the truck is still at the shop not fixed. We need this vehicle to run our business and we have had to rent a pick up from Uhaul several times because the dealer seems to not know how to fix our car. They keep promising the truck will be ready next week and the next week comes and they still say it wont be ready for another week. This is totally unacceptable.

  

  Business Response

  Date: 07/15/2023

  Dear, ******************, we are sorry for your dissatisfaction related to your service experience.  If you would provide us with your vehicle identification number and/or *********** order number, we can research the issue and respond accordingly.  Thanks in advance.

  Customer Answer

  Date: 07/18/2023

   
  Complaint: 20324156
  
  I am rejecting this response because:
  
  my vehicle is still not ready. The **** for my car is 

  *****************

  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/20/2023

  Dear ******************, I have researched your complaint and am able to communicate the following:

  The work that you have approved to be completed on your truck is "in process".  As you may be aware, when diagnosing and attempting to fully-service vehicles of age (2015 F-Series) and mileage (******* miles) we often come across additional needs to fully fix the vehicle.  We have already torn down your vehicle and, again, are in-process of completing the work.  Often work of this nature can be time-consuming and sometimes parts must be obtained from supply depositions which may slow down processes.  We apologize for any delays.  It has been articulated that you have threatened non-payment and demanding your vehicle back if we cannot complete the work imminently.  That will not be met with mutual agreement.  However, we will offer to slightly discount the work in order to satisfy your concerns.  Please reach out to ******************* by the end of today, July 20th for an update.  

   

  Again, we are attempting to amicably satisfy your concerns and will work to that end.  Thanks in advance for your understanding.