ComplaintsforKenny Ross Automotive Group

• Initial Complaint

  05/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a vehicle at this dealership in March. I financed the vehicle and GAP insurance was also taken out. I was involved in an accident shortly after the purchase and the vehicle was totaled. I have been trying to contact the dealership to file a claim through the GAP insurance company but have been unable to get any cooperation from them. Numerous phone calls to their financing department have been unanswered.

  Business response

  05/23/2024

  James L**** of Kenny Ross Subaru has advised that Chris Y******* and James L**** spoke with ***** ******** regarding this complaint. ***** ******** has been emailed and texted the number for the Gap Company. ***** ******** stated that he filed a claim with the gap company and has not heard or received anything as of yet. James L**** provided ***** ******** the number for the gap company again and he will let James L**** know if he needs further assistance.

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am trying to work out an issue with my vehicle through a vehicle buyback with Subaru at the corporate level, however Subaru corporate has informed me that the leased title of my vehicle was not entered in my name and they are unable to assist me at this time. I requested information from the dealership, however I have not gotten a reply in 48 hours to remedy this situation.

  Business response

  04/29/2024

  James L**** of Kenny Ross Automotive Group spoke with **** ******** regrading this complaint. James L**** has advised that **** ******** received all the necessary information that he needed regarding his current situation. Unfortunately, **** ********'s personal life has changed and he needs to drive more. The Subaru Solterra's current range has become an issue for ****.  
  
  

• Initial Complaint

  02/06/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I leased a vehicle with the understanding that I was able to drive up to 15,000 miles per year without penalty. It's almost time to return the lease and I've just been made aware that I was only given 10,500 miles per year and not the 15,000 per the agreement. At $0.25 per mile penalty for overages I stand to lose thousands of dollars.

  Business response

  02/08/2024

  On February 7th, 2024, Rae Ann M***** spoke to **** ***** regarding the concern regarding the mileage discrepancy on the Bill of Sale, which indicates 15,000 miles. During the discussion, Rae Ann M***** inquired about **** *****'s intentions, whether he plans to buy out his lease or opt for a trade-up. **** ***** expressed some indecision but mentioned leaning towards buying out his lease. Rae Ann M***** assured **** ***** that once he finalizes his decision on how he wishes to proceed, the Kenny Ross Automotive Group team at KR Adamsburg will promptly rectify his concerns. Additionally, Rae Ann M***** provided **** ***** with contact information, including email and direct phone number, for any further assistance or clarification **** ***** may require.

  
  

  Customer response

  05/14/2024

  
  
  Hello *****,
  I had just spoke with you on the phone about my claim with Kenny Ross Ford.
  
  I visited Kenny Ross on Friday 05/10/2024 and met with the General Manager Rae Ann M*****. Rae Ann and the staff were completely professional and were able to resolve my issue without hesitation. After my conversation with Rae Ann and her team I would not hesitate to do business with Kenny Ross in the future.
  
  Regards,
  **** *****

• Initial Complaint

  01/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My f150 was towed to  ****** **** in homer city dec 1st 2023. I was calling them numerous amounts of times to see if they have figured out my issue. They said they did numerous amounts of searching which included taking the valve train cover off. They still could figure out why my truck would not run. Jan 2 2024 they called me and said the owner wanted my truck moved because of a review I left them . I had it on speaker and 2 of my co workers heard this. My truck was moved then to kenny ross ford in adamsburg. Initially they told me it was my battery and I had to pay for new one . Then they said there is still alot of issues going on. They figured out and said it was a/c compresser which I had to pay out of pocket for. They also said 2 sensors were bad so they supposedly replaced them. Jan 23 2024 I went to kenny ross and picked up my truck . The check engine light was still on . I left truck there and called me Jan 25 and said truck was done again. Said previous dealership plugged wires in incorrectly. Picked it up on Jan 26 . Got home and smelled oil burning. Opened hood and there was obvious oil on engine and smoke coming out. Also alot of missing bolts and missing engine cover . I haven't had my truck since Dec 1 2023 and it's in alot worse shape now. I need compensated for all these headaches and missed overtime since only have had 1 vehicle since Dec 1 2023. Please help

  Business response

  02/08/2024

  Kenny Ross Automotive Group delivered **** *****'s vehicle back to him on Tuesday Morning. The oil leak was from the repair attempt from the previous dealer at ****** ****. Gregory K***** spoke to **** ***** and informed him of the repairs that Kenny Ross Automotive Group did and if he had any issues to contact Gregory K***** directly. **** ***** was happy and very satisfied after the conversation. **** ***** thanked Gregory K***** and appreciated that Kenny Ross Automotive Group repaired an issue from another dealership. Gregory K***** explained that Kenny Ross Automotive Group should have never delivered the vehicle without informing him of the oil leak. **** ***** understood and was happy that Kenny Ross Automotive Group made things right. **** ***** paid in full for his repair on the AC compressor and said he would update the BBB complaint and would do business with Kenny Ross Automotive Group in the future. Gregory K***** has reached out to follow up with **** ***** and is currently waiting on a return call. 
  
  

  Customer response

  02/08/2024

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

• Initial Complaint

  12/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  (Customer #******) On 12/16/23, my fiance and I bought our 2021 Mazda CX-30 in for service at the Kenny Ross Mazda dealership 11317 Lincoln Hwy, North Huntington, PA 15642. We made this service appointment online ********************** and booked the Mazda Recommended S2 package, which included replacing spark plugs and replacing the engine oil+filter. This package was listed for $204.95 on the website. After the service was complete, we were handed a bill for well over $400-- double the price listed online. When we complained, we were told that the prices listed online are incorrect. The service advisor kindly agreed to honor the price listed online after we pointed out the discrepancy and showed proof; however, the nature of this sort of discrepancy and the sheer difference in price doesn't sit right with me at all. Not everyone is as outspoken as me and my partner-- its likely that others paid the inflated price for this package despite having reserved the package under a much lower price. I want to believe that the incorrectly listed prices are an example of an actual pricing error and not some elaborate bait and switch by Kenny Ross. I am hoping to hear back from you with clarification on why this pricing discrepancy happened, as well as information on what will be done to prevent it in the future. (Please note that this complaint is in no way a complaint against our Service Advisor. He was courteous, efficient, and very good at his job. This is a complaint against the company, Kenny Ross, for misleading pricing on their online service portal.)

  Business response

  12/27/2023

  Joseph W********* of Kenny Ross has communicated with ****** ***** and apologized that the price online was an error and was the incorrect price. Kenny Ross honored the price that was posted online. ****** ***** thanked us for our apologies and informed Kenny Ross that ****** ***** will be removing the complaint and informing the BBB that this matter is now resolved.
  
  

• Initial Complaint

  12/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2019 dodge ram 1500 from this dealership back around November of 2022. I have since then traded the truck on September 25th 2023. Reason for trading this truck is due to finding out the truck came from Canada which voided all warranties which was not revealed to me at the time of purchase nor would they buy the truck back at a fair price. My wife also bought a vehicle from them and has since traded her vehicle. GAP insurance was purchased on both vehicles. My wife received a prorated check for her vehicle already. I have not yet received anything yet for the truck that has been traded, nor has anyone from the company attempted to reach out assuming I’d forget and they’d get to keep the prorated check. I spoke with a finance manager who emailed me a link to a website, according to the website I have to get the cancellation form notarized, along with providing proof of mileage. Through the website there is no contact information or any links to clink on to make the website seem legit. I have owned many vehicles in the past and this is the first I have ever heard of going through this much chaos to get a prorated check. I even spoke with the bank who finance the vehicle which was first national bank. They also stated typically the dealership send the check out one the vehicle is paid off, which has not happened yet. My wife received her prorated check without even having to contact the company. For some reason, I have to jump through hoops after this company has already gave a completely unprofessional approach. I’d like for the company to get this matter taken care of and send what is owed to me for the remaining balance of the prorated check from the GAP coverage.

  Business response

  12/07/2023

  CJ in finance from Kenny Ross spoke to ******** ******* December 5th. ******** ******* did call December 4th and left CJ a voicemail, to which CJ returned the call. CJ walked ******** ******* through the process for the cancellation and why there was a difference between his wife's financing and his own and how some banks cut the difference when paid off and some banks do not. CJ also walked ******** ******* through the process to cancel gap and stated Kenny Ross could back date it to the date ******** ******* traded the vehicle. ******** ******* was very nice and understanding during the discussion. ******** ******* did receive the cancellation email from cancelcoverage.com. ******** ******* also stated he would get his side of things taken care of, that he understood the difference between the two loans and that if he had any additional questions he would call CJ directly. 

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Kenny Ross Ford on Library Rd basically stole our money and left us with an unreliable car they couldn’t fix. Our 2013 Ford C-Max with 80k miles on it started misfiring and had a rough idle around a year ago (9/2022). We tried fixing it in our own but eventually gave up and took it to Kenny Ross. They told us they knew what the problem was, charged us parts and labor for new spark plugs, injection coils, a fuel injector and gave us back the car. It immediately had the same issue on our way home of a misfire a rough idle. We took the car back to them and they told us it was fixed 2 more times before they told us we needed a new engine, that must be the cause. We paid for parts and labor for a whole new engine, about 9k. We got the car back and it starting having the same issue - rough idle and misfiring. One time the car wouldn’t even operate after the issue occurred. They reached out to “Ford Hybrid Experts” multiple times with no fix. We took it back 2 more times and they eventually told us we had to figure out how to trigger the misfire and rough idle before they would take another look at the car. We gave them OBD 2 reports from the car the last 2 times we took it back which showed the misfire event and they told us unless we could reliably tell them how to recreate the issue, they wouldn’t take the car back. No other mechanic would take a look at the car because it’s a Hybrid designed by Ford. When we asked to talk to Sales to make an even exchange, they told us they are under separate ownership and there was “no way to write off the car loss or anything like that”. Service wouldn’t help, Sales passed the buck to Service, we spent the money of buying a used car to fix ours and were still left with a broken car.

  Business response

  12/08/2023

  John E******* of Kenny Ross Automotive Group has confirmed the details regarding this complaint. The husband of ******* ******** brought the car in September of 2022 after trying to perform engine work himself. The diagnosis from Kenny Ross found a requirement of an engine replacement along with other electrical issues. The service manager for Kenny Ross explained to the husband of ******* ******** that there would be a $9,000 estimate and it would be best if they tried to trade out of the car because of the extensive problems it was having. Kenny Ross could not come to a payment that would be affordable so ******* ******** decided to have the engine replaced. In the past year, Kenny Ross provided ******* ******** no charge loaner vehicles on several occasions so Kenny Ross could try and duplicate the concerns. At no time while Kenny Ross had the car could there be a duplication of the problems that were stated. John E******* spoke with ******* ******** last week and John E******* offered to have ******* ******** bring the car back in so John E******* could put the best tech on the car and do a deep dive into any issues it was having. ******* ******** told John E******* that she no longer had the car, it was a total loss over a month ago and the insurance company settled up with her for $9,000. ******* ******** did put 11,000 miles on the car in the past year so the engine did not fail in that time and it would have been covered under a 3 year unlimited mileage warranty. John E******* feels that Kenny Ross can offer something; such as an amount off a new vehicle in the form of a voucher. Please feel free to contact John E******* at Kenny Ross Automotive Group if there is interest in such an offer. 

  Customer response

  01/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

     As described in my previous statement.  Kenny Ross did not attempt to sway me one way or another in regards to attempting to trade the car in or to go ahead with the engine replacement.  That decision was left entirely to me.  Again the issue at the time was a purely financial one.  The cost of the engine replacement was manageable whereas getting a new/used vehicle of comparable value was not.  The monthly payments would have been too high to the point of being impossible for me to afford.  The trade in value that Kenny Ross was offering to give me for my Ford C-Max was only $2000.  Not enough to offset the cost of getting another vehicle at the time.  For reference, at the time I had to make this decision a used 2013 Ford Taurus with 188,000 was listed for $33,000 on CarMax.  That is 3 times the price I paid for my C-Max in the first place for less than half the car.  This wasn't remotely feasible for me financially so I went ahead with the engine replacement in the hopes that we could solve the issue.  
  

      For the first 7 months of chasing issues with this car I was borrowing a family van.  However that vehicle was needed by that family member and so I approached Ford and asked if a loaner could be arranged.  They graciously agreed and I greatly appreciate their efforts and flexibility in helping me out.  Now if we still had the car I would gladly be bringing it back in because the misfiring issue was persisting.  It was seen on multiple occasions by Ford staff and mechanics.  They were not always able to replicate the issue but they were able to confirm it enough times that it was agreed that something was wrong.  
  

      My concern is that in a year's time of chasing this issue of looking over the car, it was never actually diagnosed.  I was told that Ford experts with electric/hybrid engines had been consulted and yet still no diagnosis.  When we attempted to trade the car in and to negotiate with Ford regarding this situation, because I need a car that I can reliably drive, we could not come to a reasonable arrangement.  As such the General Manager came back with the response of "Can you leave the car with us?  We need to actually diagnose what the issue is with the car."  He agreed that they had no idea what was actually wrong with the vehicle.  
  

       To be clear, Ford Motor Company was unable to diagnose an ongoing repeatable issue with a Ford product in a year's time.  
  

       To clarify, the response from Ford states that I attempted engine repair myself before bringing the C-Max to Kenny Ross Ford for repair.  All I did was change 1 injection coil and changed the spark plugs.  Simple part replacements that could have been done in an AutoZone parking lot.  I did not attempt any further work as replacing those parts removed the issue of misfiring and all seemed fine for 2 weeks.  
  

       The last point I would like to make is that the offer of a voucher is much appreciated, however where was this voucher when we were negotiating over the same issue in person and when the car was physically present?  When I asked for assistance in trying to purchase another vehicle none was given.  The only offer was $2000 trade in value for the C-Max, that was it.  A vehicle which given the state it was in could not be resold as it would then fall under lemon laws almost immediately.  A voucher does not do me any good now as I already have another car.  Given all this trouble with the C-Max I did not elect to purchase another Ford product.  So all the cost put into trying to repair that vehicle was a loss.  I would humbly ask that since so much effort was spent on trying to repair that car and despite those efforts no diagnosis was ever found, a partial refund for the engine replacement instead of a voucher would be appreciated.  Bearing in mind that there were other repair costs prior to the engine replacement that were paid in full each time.  As I did when I came in to speak with the General Manager, I'm asking for a little help to get past this situation. 

  Thank you. 

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

• Initial Complaint

  11/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Contacted Kenny Ross on July 27th to file a claim for gap insurance. The paperwork was sent via email from dealership where the vehicle was traded in. No contact from dealership until called again in the middle of October and they were going to look into the matter and call me back, never heard from them so called again and all they did was resend the paperwork to cancel the insurance. received an email from them on October 30th saying they needed the letter saying the vehicle was paid off. Then they said the claim was too old. I wrote a complaint letter and mailed it to them in November the 16th as of yet have not heard from them.

  Business response

  12/11/2023

  Rae Ann M***** spoke with ****** ********* about this complaint regarding the cancellation of GAP insurance. ****** ********* needed to supply us with a death certificate to process the cancellation. Kenny Ross has confirmed that ****** ********* sent the required death certificate and the cancellation process was completed. ****** ********* stated that she would remove the this complaint. 

• Initial Complaint

  10/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They solicited me to buy 2023 Ford Maverick at the MSRP then when I went to make the deal they increased the price by $5, 000! I can provide a copy of the emails back and forth with the final one saying they can basically do whatever they want. I want them to honor the original MSRP that they solicited me at on the vehicle.

  Business response

  11/10/2023

  ***** ***** has a Maverick on order at another dealership closer to his home (in the tan color); which matches the new camper that he had just purchased. ***** ***** inquired about the red Maverick Kenny Ross had inbound and ***** ***** was offered an opportunity to put his name on the order but he declined.  When the Maverick did arrive, Kenny Ross reached back out to ***** ***** and because he had not driven one yet, he made an appointment for a test drive.  When ***** arrived, he proceeded to tell John Eberlein that he "hated" the red color and how he would wait for his order, although it was not scheduled for production. Kenny Ross had a lot of interest in this unit so we priced it online according to market based pricing and ***** ***** felt Kenny Ross should not be allowed to do that. Kenny Ross sold the Maverick the next day. There was no formal deal worked out because ***** had no interest in buying it on the 2 opportunities in which he was presented. 
  
  

  Customer response

  11/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  
  As can be seen by my original attached emails from this dealership I followed up with them the exact evening that I had test drove the vehicle and then the next day and was told their general sales manager would tell me my out the door price which they never did and then raise the price of the vehicle $5,000.
  
  Regards,
  
  ***** *****

• 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,
  
  **** *********

*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. ↩