ComplaintsforKenny Ross Automotive Group

• Initial Complaint

  05/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We sold our 2015 Ford Expedition to Kenny Ross Subaru on 10/27/22. They paid us a check and we handed them the Title. We forgot to remove the PA license plate ******* from the vehicle that day and Kenny Ross sold/transferred the vehicle with our plate on it still. I have called 5 times and cannot get a return call about how to get the license plate back. I am receiving Tolls by Mail because it’s our plate that I cannot send back to the state. Is there anything you can do to assist us with this? Thank you in advance for your time.

  Business response

  06/28/2023

  Jeffrey D******* has been working directly with the **** ********* and all of the necessary paperwork has been completed to effectively remove Pennsylvania license plate ******* from the vehicle. Currently, Jeffrey D******* is waiting for the state to provide an update to the situation but **** ********* is happy regarding the progress. We hope the state will process the paperwork so the matter can be resolved completely. 
  
  John T*******
  Customer Experience Coordinator

  Customer response

  06/30/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  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. 
  
  Regards,
  
  **** *********

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Issue happened April 9,2024. Took car to Ford April 10 2024 they charged my battery and didn’t say nothing about my keys being replaced

  Customer response

  04/14/2023

  They called and agreed to fix it thank you 

• Initial Complaint

  04/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I think the manager that I spoke to you was very disrespectful pretty much told me to go pound salt because I gave them a bad review because I couldn’t get a hold of anybody about services for my car. I think it’s very childish and very rude. there was a lot of miscommunications when I was applying for a car I was told multiple different stories. Do I want somebody from corporate to call me?

  Business response

  04/06/2023

  I no longer need to submit this complaint the issue has been resolved

• Initial Complaint

  12/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We purchased a vehicle from Kenny Ross Subaru on April 23rd, 2022 at ***** ******* **** ***** *********** ** ***** for a purchase price of 34,095.00. We traded in our car for a trade in value of $9,500 which brought the purchase price to $28, 778.78. This is the price that was agreed and signed upon. Upon revieew of our contract it now says that we financed 35,225,78, more than the first purchase price. 6,447.00 in fees and extended warranties which were NEVER discussed. They mislead us to believe that we were financing the above price after our trade in. And when signing the agreement we were NEVER informed of all of these hidden fees. We would have never have agreed to finance more money than the car was even listed for after trading in our vehicle. Also the contract that shows these fees was not signed by my signature and is electronically signed with my name. We would like to resolve this issue by refunding all of these unnecessary fees and warranties that we were never told about. David D****** never explained or mentioned these contracts and had me unknowingly sign documents he said were duplicates of the agreed upon $28, 778.78. We also had many issues with the truck since purchasing and have paid $5,000 + of repair fees out of pocket. Never informed that we had warranties or coverage. If a these issues cannot be resolved our next step is to file with our attorney. This dealership is falsely hiding fees and scamming people out of thousands of dollars.

  Business response

  12/28/2022

  After reviewing all documents of Mr *****'s deal I can tell you that he was aware of ALL the products that he purchased and signed for everyone of them.
  The extended warranty that Mr ***** purchased is good at any service facility that accepts Visa or Mastercard, as that is the most common way the warranty company pays for covered repairs.
  At this time we find no fault on our end that would warrant us reimbursing him for any repairs that he may have paid for. 
  He may try to contact the warranty company and see if they may reimburse him for those repairs with the proper documentation. I am not aware if they would but he could try.
  
  Regards,
  
  Jeffrey D*******
  General Manager
  Kenny Ross Subaru

• Initial Complaint

  11/04/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Initial Problem....Purchased a vehicle for my son (2016 Subaru WRX). The salesman at the time stated that it had aftermarket parts such as the clutch. My son and I both noticed that the clutch was incredibly hard to push almost to the point of hurting our legs. My wife couldn't even drive it. The salesman said it was because of the aftermarket part. We are not mechanics so took his word for it. Fast forward a few months and the clutch went bad and we brought it in for service(we purchased the extended warranty through Subaru). The techs there said the clutch being hard to push was a sign that it was going bad, not because it was an aftermarket clutch(which we found out it wasn't aftermarket afterall). The clutch was not covered under the warranty and we purchased and we paid out of pocket for a new one. I complained about the above issue and the manager stated he knew the salesman that sold me the car and he was no longer working there and insinuated it was because of shady work practices, but still did nothing to cover the clutch cost. Another month passes by and my son hears a winding sound coming from the engine. Subaru couldn't find the issue. A few months later the same issue arises and the car is brought back in for service. This time I receive a phone call where the service manager tells me that if the clutch has been misused they won't cover the repair of the issue, which they think they know what it is now. There is nothing stating that the car must be driven lightly and him insinuating that hinted towards them not covering the cost of the clutch again. This car has been nothing but a headache for myself and my son who is working hard to pay the car off. We have been lied to multiple times when dealing with this dealership and would have never purchased the car if we had known the truth about it, which they purposely withheld. When trying to get the car repaired, they come up with excuses to not cover the parts, such as above.

  Customer response

  11/14/2022

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

  Thanks for taking care of this issue.  I have had further correspondence with the service manager at the dealership.  Please see my notes below as I have documented everything.
  
  Sorry if it is long.... Please see attached pics also.
  
  From My Wife...
  
  Went to Subaru and met with Howard the service manager , he told me ***** caused the clutch issue by not being able to drive a clutch car properly and being too hesitant when he pulls off , said he wasn't taking his foot all the way off of the clutch which was causing it to slip and burn up the bearing . Which then caused blueing on the drive wheel ? ( Think it means evidence that it was slipping and heating up ) Told me parts warranty was void and Subaru wouldn't cover the parts due to it being seen as neglect by the driver . Offered a discount price on parts and labor to put on another one with it coming to a total around $1900 . I called Subaru myself to complain about the parts not being covered and they are looking into and reviewing the case . 
  
  I got the impression he didn't attempt to call in the parts warranty as he said they would decline it due to seeing it as neglect also told me he responded to complaint to buissness bureau and that case would most likely be dropped as he would send them pictures of the clutch wear . I told him I was considering get legal advice as I wasn't happy with the outcome even with the discount I told him a few times how frustrated and mad i was over the situation also stating again that when we put the part on and was told there was warranty 12omths or 12000 miles whichever came first there were no stipulations at that time but now there is .. which he then told me the parts were covered if they were faulty not covered by the way the driver drove or something to that effect . Ended the conversation by asking for an out the door discount price and I would talk with my husband and I was unsure what we were going to do regarding the situation . Saw him approximately 2.45 pm today . Subaru said we should hear something within 48 buissness hours about getting the parts fully covered 
  
  From My father...
  
  Subaru has  had so many complaints of noisy throw out bearings that they made a design change.  This service mgr should have been aware of this when ***** took his car in and they said they couldn't find the noise he should have gone right to the bearing. You need to see if they used the upgraded part that fixes this problem.  it's not ******* fault. 100 s of complaints have been made and also theirs a adjustment on clutch pedal that can cure noise. 
  
  From Me...
  
  Subaru said ***** wasn't hard on the clutch but that he was too hesitant when taking off and that's the reason the bearing went bad. I'm not a mechanic so I had my dad call to find out the issue. He told my dad that he could replace the bearing and that the clutch wasn't bad.
  
  11/11/22
  I went  in and spoke with Howard. He told me he never said he wouldnt fix the car if he found that my kid was hard on the car and knows how 18 year olds drive with his 44 years experience. I told him he absolutely said that to me on the phone then he said he wasn't referring to my son. I said my son is 18 and you were.  
  
  I asked him if the adjusted the clutch and he stated they don't do that, that this is hydraulic.  A quick search on line shows adjustments being made to rectify the winding noice issue.  
  
  He still stated that ***** didn't know how to drive the car and that was the reason the clutch is bad. I asked him why they didn't find this issue the month after the clutch was installed. I told him I am not a mechanic but a simple search online reveals that this year Subaru has this issue and the noise is a tell tale sign. I asked him to show me the parts installed and the actually  bearing that was removed. It did not have a serial or part number on it. 
  
  The parts list states 30502AA121 part and everything on line states the new part is 30502AA160. He looked it up with his parts guy and stated the 121 was the latest. I said I think your wong. He then went in the back and found out the 160 was the latest but told me it was only installed when a bunch of other parts were installed. 
  
  I asked him if we could just replace the bearing but he then said that we should replace the clutch cause it was going bad. Which isn't what he told my father. He said again what's changed since the original clutch. I said nothing.. once again hes insinuating my son doesn't know how to drive. I stated that the old bearing is the common denominator.    He showed me more pics and said that a bad throw out bearing wouldn't cause the issues with the clutch.  
  
  I called another Subaru in Greensburg, PA and they said the new part number is 30502AA160 and that's what they would install.  There was  and is 79$ for the part. 960$ to install which is 900$ less then what Howard quoted us.
  
  End of notes....
  
  
  So to reiterate.  There has been a technical service bulletin TSB 03-78-17 that stated the change in the bearing, which fixes the bearing noise and overheating issues and further clutch  issues.  This part was not on the car when we purchased it.  A tell tale sign(that I know now) is that the clutch becomes stiff, which it was when we purchased the car.  We were told it was stiff because it had an aftermarket clutch(it did not).  This was hidden from us.
  
  We paid out of pocket to replace the clutch and within one month the winding noice was noted and brought into Subaru to fix.  They didn't find any issues.  6 months later we bring the car back in to find the bearing is destroyed and told it was because my son doesn't know how to drive a manual.  
  
  After speaking with Subaru I found out the the bearing was not replaced with the new one per the Technical service bulletin and the clutch wasn't adjusted when installed.  And then told the clutch needed replacement again.
  
  After speaking with another Subaru garage, they confirmed the new part should have been installed.  
  
  Also if you look at the service bulletin, it states that under a purchased warranty plan, it can be claimed.  I feel we were purposely lied to to sell the car, lied again to when having to pay for the first clutch, and lied to once again with the bearing issue.  
  
  Thanks
  

  
  

  Customer response

  11/14/2022

  
  ***** *************************** *********** **** *** *** **** ** ** **** **** ** **
  
  Sorry I forgot to add one more thing.. please see attached pic.  
  
  This was on the Service managers computer.  
  
  You can see in the email thread that they stated that they good willed the first clutch but he was wrong.  We paid out of pocket for it.  
  
  You can also see how little mileage has been put on the car.  6k after purchase and 3500 after new clutch, which is nothing.  In their own words, they also state it's the same issue as when we initially brought the car with the clutch issues. We purchased the car with the old part(which we now know was bad at purchase) and the new clutch was installed with an old part.  Yet they still insist that my son doesn't know how to drive a car.  
  
  They state that they did a good will replacement on the last clutch(which they didn't) and that the problem is not a failure of parts, which it is with the current part installed hence the Technical service bulletin for the install of the #106 bearing part. 
  
  Thanks

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2013 G37xS. The vehicle was purchased on march 29th 2022. I purchased the car for $17k with a down payment of $7000. Almost a month later there were misfire issues in the engine and were diagnosed as bad spark plugs. Then later possibly 15 days, my cars engine had “blown” and was replaced under warranty but the engine they had used was faulty and replaced again and the last thing was told that it was finished and a week later still haven't received my car. It has been now 6months since i haven't received my car. It was covered through warranty but i feel as if there were hidden issues. I have no paperwork and their actions are leaning for me to believe there wasn't anything done. I have called many times to receive some communication about my car and never got a call return. And i was told by one General Manager at a sister company that i would not have to pay for a part, and to be later informed by another associate i would need to pay for said part. I think my car is being held for some other hidden agenda and i just want the reliable car they had offered in the begining of my purchase.

  Business response

  01/26/2023

  We were able to work with Mr *******'s extended warranty company and replace the engine in his vehicle. At the end, both he and his mother were satisfied.

• Initial Complaint

  09/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed a $1k refundable deposit on a Ford Bronco on August 6, 2022 after being told that Ford was currently accepting orders and that my desired car would be delivered within a couple months. After investing, I found both of Kenny Ross' claims to be false and requested a return of my refundable deposit. I've contacted Kenny Ross numerous times and spoke to numerous representatives who consistently had an excuse to as why my money was not refunded such as the check cutter is out of the office, we can't credit a credit card, it will be done tomorrow, etc. My last conversation was on September 13, 2002 with Kenny Ross where the representative assured me that my credit card will be refunded that day. As of September 15, 2002 my deposit has yet to be refunded and I am filing a dispute for the $1k with my credit card company.

  Business response

  09/15/2022

  This will be done today we are calling the customer and will have a check for m at 4PM today.

  Richard C******* GM

  Kenny Ross Ford

  ###-###-####

• Initial Complaint

  08/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In February of 2022 i purchased a new 2022 subaru cxrosstrax. i inturn traded the other 2018 cross trax in. I had purchased an extended waranty for the 2018, which i did not use up since i traded the car in with 50, 000 miles. the finance person at Kenny Ross Subaru (IRWIN PA) in turn filed to get money not used back on this extended warrenty, after not hearing for months again i continued to call him, he got no where with getting the money back, for non use..i was told that Group 1auto took over the company that originally issued the insurance warenty, which states on my purchase contract -listed as fidelity warenty. i am not sure where to go or what to do next. my contract says i paid2, 099$ for this extended warrenty. if ive figured this correctly. i have tryied to go on web sight and fill out paper work for this but it will not go through since my dealership is not listed as a choice. i have called many times and have not gotten through. thank you for your help.

  Business response

  01/26/2023

  **** purchased additional products which she decided later that she did not want. During the process of refunding her money for the products, the company went through a buy/sell and her paperwork was caught in the mayhem. **** came back to the store and met with the general manager who was able to direct her to the proper company. In the end, she received her money and was satisfied.

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I financed my 2014 Ford Explorer from this dealership only 18 months ago. I’ve had to put it in and out of the shop at least five times since purchased. Spent at least $5,000 on work done to the vehicle on top of keeping up on my payments. Entirely to many problems with the vehicle and I’m very sure this dealership was aware of the problems before they sold it to me.

  Business response

  01/26/2023

  Our team member spoke with Mr. ****** and he stated he would call us back to schedule a service appointment so that we can resolve his complaint.
  
  

• Initial Complaint

  08/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a new Subaru in September 2019 from Kenny Ross Subaru. At the time of purchase i also purchased an extended warranty on the vehicle, For reasons not pertinent I traded the vehicle May 2, 2022. Upon notifying said business that the vehicle was sold and that I wanted to cancel the extended warranty Dave D****** sent me a cancellation form to fill out and requested a mileage statement and bill of sale for the trade. These items were sent to him on May 13, 2022. Several attempts to gain information on the status led me to a run around and really no answers. On Tuesday August 2, 2022 I contacted the GM at the dealership Jeff D******* who told me that dealership was under new ownership after September 2020 and that he had never ran into this type of scenario before. He gave me an e-mail contact for a driveprime group to reach out to. This is leading me to believe that I got nothing but pushed aside for the last three months. If i would have been told I had no right to a refund I would have accepted that and moved on. However that was not the case as being told by Mr. D******. I reached out to Subaru of America for support and was told any interactions in regards to the extended warranty had to be dealt with directly through the dealership. This extended warranty plan came a cost of $2,500 plus tax and I was never even told what the refund would consist of. Having someone give me an email address to look into it myself tells me that all I did was give them paperwork that they did nothing with. I am not going to do their job for them. I am adding said documents that was requested from me to proceed with the process

  Business response

  08/18/2022

  In response to Mr. ****** ******'s refund issue on ref ********, we apologize for not taking care of Mr ******'s cancellation refund to his extended warranty in a timely manner.  We did get a hold Mr. ****** and resolved his issue on Tuesday August 16th.  He will be receiving his refund directly from Subaru within two weeks. I attached my correspondence with Mr ****** concerning the details.  If you have any questions concerning this response, please feel free to call me at ###-###-####.
  
  Sincerely,
  Chris Y******
  Kenny Ross Subaru 

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