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Business Profile

New Car Dealers

Ed Kenley Ford, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/26/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Aug 31 dropped the 2014 Ford flex off at dealership to have fixed. Car was running..Have not had any calls from dealership..have not fixed car..car is no longer on dealership property..dont Know where car is or what is being done..Cody the Mgr. last response is that Ford no longer makes this part..can not get replacement parts to respond to car computer..

  • Initial Complaint

    Date:11/23/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    My 2014 Ford Flex Limited Ecoboost SUV has been at Ed Kenley Ford Service since August 31st. The issues were: radio would turn off, AC would turn off, "911 Assist Not Available" error symbol would light as well as the airbag light, the defrost would blow hot air, and all buttons/touch screen items would be non-responsive. Initially we had taken it to ********* ******* where they replaced a fuse box under the steering wheel as well as several systems in the dash/screen area. In the end, they diagnosed it as a Ford programming issue and referred us to the dealership. We got an early look at their poor communication when I arrived for my appointment on August 31 and was immediately told to reschedule in 2 weeks due to lack of a technician. My husband called the manager who told me to bring it back that evening for them to look at later that week. From there, we continued to have poor communication with Service Manager Cody H*****, usually initiated by myself or my husband. We would call and be put on hold for 20 minutes, hung up on or sent to a voicemail where the voicemail would never be checked or responded to. Cody mentioned that parts were hard to come by because Ford no longer makes the Flex, but it wasn't impossible and he ended up ordering (I believe) 3 of the same part from different places to try and none of them fixed the problem. In fact, at this point, my car which ran and drove there with only issues that seemed to be from the computer system, no longer even starts. They are claiming that ********* *******s' programmer somehow tricked the part to work and drive which never should have been possible. Their only solution is for this programmer to come and basically do the job their programmer is incapable of, so we are waiting for an availability on his schedule. On Friday, November 4, my husband spoke with Ed Kenley Vice President and is basically being told to get a new car, walk away from the Flex and we have not heard from them since.

Ed Kenley Ford, Inc. is NOT a BBB Accredited Business.

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