ComplaintsforKendall Ford of Marysville

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We bought what they told us was a **** Gold Certified truck * with only 12k miles on it. Two days after we bought it * we found out the passenger seat heating element was not installed. The Gold Certified inspection missed it even though it was sold listing BOTH seats as having it. Before the truck hit 30k miles we had to replace the tires and bring into the shop to service the back window defroster. While they were checking out the window defroster, they took a look at why we were experiencing a rough transition between gears 4 and 5 & 8 and 9. After multiple attempts to rebuild the transmission * it ultimately had to be replaced. The week after it was replaced we experienced the same gear transition issues * except worse. After once again taking it back to dealer for its third appt * the service **** is now requesting another new transmission. We are also still waiting on the back window to be replaced.Currently working with **** customer service/care who requested a buy back along with future repairs. Found out today the vehicle meets Lemon Law Buyback conditions, but that because it was originally sold in ****** and then resold in the US * as a Gold Certified inspected vehicle * that Washington state Lemon Law does not apply to this vehicle. ******** care indicated ********************** **** could buy the vehicle back, but as of today * Kendall **** is refusing to negotiate in good faith. Weve had this truck only 14 months, the issues started below the 30k mark * and its been in the shop for just under 10% of the time weve owned it.

  Business response

  04/01/2024

  The Customer purchased a ********** with ****** miles on it. In 14 months the Customer put over ****** miles on the vehicle. When the vehicle presented with issues, Kendall performed timely repairs, every time, at no cost to the Customer. Furthermore, for every repair, ******************** has provided a brand-new loaner vehicle so the Customer would not be out a vehicle. The Customer did indicate to ******************** several weeks ago the desire to trade out of the vehicle, and at the time Kendall offered $5,000 more than the vehicle was worth as a showing of good faith. Kendall will remain committed to dealing in good faith to find an amicable resolution for the Customer, if the Customer desires to continue trade-in discussions. 

  Customer response

  04/02/2024

   
  Complaint: 21473408
  
  I am rejecting this response because:

  I bought the F150 with a Gold Blue Advantage certificate, which ensures that the truck undergoes a top-to-bottom inspection with a 172-point checklist and extends the warranty to 4 years/48,000 miles. ******** even with this certification, they sold me a truck that was missing a heating pad, which was discovered after I returned the truck within two days of ownership. This issue should have been caught during the inspection, but it was not. The service representative mentioned that the heating pad was never installed and was overlooked. The dealer installed it afterwards. Despite the truck having only ****** miles, I have experienced issues like the electrical failure of the back window and three transmission replacements within the ****** miles I have driven it. No one wants a truck that has gone through three transmissions in ****** miles.
  
  After contacting Kendall **** and expressing my desire to discuss getting a different truck, a **** customer care representative mentioned that the dealership could or should consider a full buyback. I met with a sales representative, sales manager, and service manager to discuss my experience and what they could do to rectify the situation. After hearing me out, they assured me that they had my back and would make things right. They showed me a new truck, although I had specified my monthly payment limit of $750. They assured me that it would work and proceeded to calculate the numbers. ******** I was informed that they would only offer $27,000 as the trade-in value for my truck, resulting in monthly payments between $1,100 and $1,200 unless I put down a substantial amount of money. This offer left me dissatisfied. I currently owe $38,819, and they suggested that I add $11,000 on top of my loan, despite the purchase price of the 2020 F150 being $44,819. Additionally, I had invested $1,800 in upgrades and $1,500 in brand-new tires for the truck, and paid $3,805 in interest on the loan. After sharing these details, they reconsidered and offered $27,500 for my truck. Feeling frustrated, I decided to explore other options that night.
  
  I posted a review on ****** and ******** that night, prompting the dealership to contact me the following morning with a new offer of $33,000 for my truck in exchange for signing over the $1,800 extended warranty refund for my current truck. ******** I still found this offer lacking in good faith as it required an additional $6,000 on top of the new truck to get out of my current loan. I declined, and the dealership ended up selling the truck we had been discussing. On the subsequent Monday, I spoke with a new sales manager about a used truck with low mileage. They mentioned that they couldn't offer me as good a deal due to the absence of rebates for used trucks, which would affect the trade-in value of my vehicle. There offer for the use truck was only $31,000 and then I could stack the $1800 on top of it for trade. This would still leave me with $6,000 on the current loan
  
  Despite several attempts to find a mutually agreeable solution, the dealership's offers did not align with my expectations. They tried to stack additional costs and were not transparent about fees. It is essential to note that Kendall **** never offered me $5,000 more than the vehicle's worth. As of April 1, 2024, the truck's value according to the ****** Blue Book current value is $33,155 or Carfax which states value is $35,350, but the dealership claimed to offer $5,000 more, stating it would be $38,155 to $40,350. We wouldnt even be here if that was the case as my loan would have been paid off which is what I wanted. Then to look at another truck  I even proposed for them to pay off the loan and take back the truck, allowing us to go our separate ways. This situation is not merely about my desire for a new and improved truck but stems from the fact that the truck sold to me as Gold Blue Advantage certified has experienced significant issues, including three transmission replacements, within ****** miles. ** the dealership were truly offering $38,000 to $40,000 for the trade-in value, along with my $1,800 extended warranty refund, I would gladly purchase another truck from their lot today, as it would allow me to afford my payments and have a reliable vehicle. My intention is not a full buyback but to be compensated for what is left on the loan amount so that I am not financially burdened with a different vehicle.
  
  
  Sincerely,
  
  ***********************

  Business response

  04/12/2024

  Kendall has been in contact with the Customer to reach a mutually agreeable resolution. Now that the vehicle is operating properly, Customer has indicated he may be satisfied with keeping the vehicle. Kendall has a service appointment scheduled on Monday for the Customer and will continue to monitor the condition of the vehicle. To Kendall's knowledge there are no longer outstanding issues regarding this complaint.

  Customer response

  04/14/2024

   
  Complaint: 21473408
  
  I am rejecting this response because:

  Despite being told that the repairs had been made, the problems have persisted and even worsened just two days later after having been told it was fixed for the third time. I have tried to get the dealership to test drive the vehicle, but the service manager could not get me in for another 10 days.
  
  I have documented over 30 instances of delay shifting, over 50 instances of rough shifting, and over *************************** the last 10 days alone.
  
  I had an independent mechanic inspect the truck and confirmed issues with shifting between gears, clunking when downshifting this week, and he also pointed out white smoke from the exhaust upon cold start. He believes there are transmission issues that need to be addressed and the white smoke that could become additional work that needs to be addressed. The vehicle is under warranty, so I have asked the dealership to look into this. Despite contacting the general manager, sales manager, and service manager, we have not reached a resolution. This is the fourth time in two months and sixth time overall that the vehicle has needed transmission work, as well as other equipment issues that were addressed after purchase.
  
  I purchased a gold certified truck to avoid issues, but I have had to bring it in for transmission and other problems six times in 15 months and under ****** miles. This is excessive. We want and should to be compensated by Kendall **** for these ongoing issues. Taking on more debt by slapping negative amount of money on a new loan is not a solution. Kendall **** makes millions each year, and I should not have to deal with an unsafe vehicle or take time off work for repairs.
  
  This is unacceptable and I expect a prompt and effective resolution to this issue. I have already notified ****'s case manager and will continue to escalate this matter until it is properly addressed.
  
  Sincerely,
  
  ***********************

  Business response

  04/29/2024

  Kendall took possession of the Vehicle on 4/15 for a scheduled appointment and had the vehicle on location at the time the Customer filed his rejection of ********************'s response. Three service individuals (including an industry veteran of 30 years who is a transmission rebuilder/expert) each separately drove the vehicle for a combined ********************************************************************************* any other issues. Kendall involved the **** representative who test-drove the vehicle and likewise did not experience any of the complained issues. The customer was offered an extension of his powertrain coverage as a customer courtesy, but as the vehicle is operating as designed, there are no repairs to complete or further action to take. 

  Customer response

  05/07/2024

   
  Complaint: 21473408
  
  I am rejecting this response because: 

  Kendall **** has now become unresponsive to the official **** case manager that was working with us. They have shown through the multiple lies, fabricated and untruthful statements made - that they are unwilling to work with us. We have documented every interaction, with dates, names and all that was discussed. We are now in the process of exploring possible options with an attorney. 

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

• Initial Complaint

  02/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On December 27, 2023 I called Kendall Chevrolet of Marysville and spoke to salesman Dunia Kayungi about the ***** Colorado truck. I had a number of questions prepared, which he answered. He invited me to visit the dealership to check out the the truck. I told him up front that I only wanted to see the vehicle and was checking out numerous 4x4 truck options. When I arrived at the dealership, ***** was waiting for me with a used Z71 model to look at and test drive. I asked him to drive while I checked out vehicle options and asked more questions. Upon returning to the dealership, I again restated that I wasn't going to purchase a vehicle at this time. I further explained that I have a genetic disease that causes tumors through out the body and that a brain tumor had caused a Gran Mal seizure earlier in the year. It felt like .y brain had been wiped out, and for this reason my ex-husband had agreed to help me with any vehicle evaluation and purchase. ***** left me at his desk and went to speak with his used car sales manager ************************* who came out and asked me when I was divorced.I told them it was back in 2013, but we remained close. They mocked me for requiring my ex-husband to approve of my decisions. **** asked for some financial information from me, which I already prepared. I told them immediately that I could not afford the $44k price tag, and I hoped to lower my monthly auto payments. **** wanted to check my credit rating, so I shared my son. My score came back at 723 , so despite my objections he ran a credit check to purchase this vehicle. I received daily notifications that Kendall was submitting incomplete credit applications which were adversely affecting my credit score. My credit score dropped from 732 to 600. This continued for weeks.I believe the dealership continued to submit these incomplete credit applications to deliberately affect my credit adversely in retaliation for not purchasing a vehicle I couldn't afford

  Business response

  02/15/2024

  Kendall confirms Customer came to the dealership on December 27, 2023, to look at a vehicle. However, Kendall disputes the claims that any of its employees treated Customer disrespectfully. After investigating the matter it was discovered that the Customer filled out and signed a complete credit application and authorized Kendall to pull her credit. Thereafter, the Customer agreed to the terms and completed the entire vehicle purchase paperwork. However, Kendall could not secure financing that evening, as such she was scheduled to come back the next morning to take home her new vehicle. The following day the Customer disputed that the transaction had occurred -- immediately Kendall stopped the deal and attempted to clarify any misunderstanding with the Customer. Ultimately, the deal was unwound and Kendall has not submitted any credit application or other documentation regarding the transaction since the stop was put in place.

  Business response

  02/15/2024

  In addition to our response, we would like to inform the BBB that after the vehicle purchase agreement was signed, the next day the Customer claimed she had no recollection of anything that had occurred with respect to the transaction. It was incredibly confusing for the sales and finance people who worked on the deal. In our BBB response, we indicated the customer "disputed" the transaction as opposed to "forgot" as we did not want to inflame the situation-- the customer has been raising issues regarding the matter to the dealership for over a month even though the deal was stopped immediately when she indicated she had no recollection of the transaction. We can provide all of the signed vehicle documentation over a secure method if you would like to review. 

  Customer response

  02/24/2024

  The new GM Cal called me.  He would not listen, and just as with his sales reps just pushed, pushed, pushed to get me to increase my rating to 3.  He lied about many things:

  1) I never signed a sales agreement or contract 

  2) I NEVER met with his finance department 

  3) I vehemently disagreed to accept their $28k trade in offer.  I showed the Car *** estimate at $30k, and was told that this could be worked out later.

  4) Cal claimed that only Credit Unions had been contacted foe financing.  Liar!  Just received ANOTHER letter from ***** Finance declining their finance request on my behalf 

  6) I did not test drive the vehicle, stating that I don't drive well at night.

  7) I repeated many times that I just wanted to check out the vehicle, and was nit able to make a purchase since I had no down payment money.  I stated that I could obtain $20k later

  7) my ex-husband would be involved with any future vehicle purpose on my behalf 

  8) I informed them that I have a severe disability caused by a genetic disease and that I had a Gran-mal seizure in previous months that had "wiped" my mind, leaving me cognitively impaired.

  8) I am in two protected classes:

  -  senior citizen, who repeatedly stated I was very tired and had to go home

  - I have a Disability due to my TSC disease 

  Cal pushed for me to increase rating of their business from a 1 to 3

  He tried to "bribe" me to do so with a free car detailing, full gas tank.

  The one thing I asked for has never been done:  write to all credit agencies, credit unions, etc and retract their credit requests.

  These credit inquiries lowered my score from 792 to 730.

  Cal required me to provide proof of this.

  NO!  Kendall Chevrolet should be required to "Prove" that my credit was lowered and restore it as requested 

  Additionally, I Explained at the dealership that I had locked credit inquiries from 3 major agencies, Equifax, etc.

  They were somehow able to get around this, even though I thought the Lock on those agencies would protect me from such insidious dealer tactics

  I do not accept that this complaint is closed

   

   

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my vehicle in October from Marysville *********** which is apparently under the Kendall Ford of Marysville WA umbrella. When I purchased it, they first told me I had 2 years of factory warranty left. That ended up being about a month.**** leaving with the vehicle I realized the heating A/C was not working correctly. I was punted around between the *********** and Kendall **** and finally was advised to go to a Jeep dealership sine it's under warranty because Kendall doesn't "have the equipment" to take care of ****** Do they not check over the vehicles they buy to sell to the public? They told me they did. I paid $60K for a vehicle that wasn't thoroughly checked by the dealership selling it?So I took it to a Jeep dealership only to find out that I do NOT have a factory warranty because this vehicle came from ****** and the warranty does not transfer to ***. I had purchased the extended warranty that also didn't cover it. I paid $300 for a "calibration" and was told it was fixed. It was not. So I called Marysville *********** to check again if they can look at it. They punted me to Kendall **** who then told me, again, that they don't have the equipment to work on it. I have to now go back to a Jeep dealership and pay even more.I think they should have to reimburse me for whatever I am having to spend to get this issue resolved. But Mostly I want to just warn people not to go to Marysville *********** or Kendall **** considering they are the umbrella company and have NOT been truthful or helpful.

  Business response

  12/06/2023

  Upon receiving the complaint, Kendall contacted the Customer. The Customer confirmed to ******************** that the complaint was in error, as the A/C is working properly. Kendall considers this complaint to be resolved.

  Customer response

  12/06/2023

  This is absolutely NOT true.

  They called me and admitted that my points are valid and they are sorry it took this action to get them to help me.  He requested I bring the Jeep in and have them fix it.
  

  I dropped my vehicle off today.  They gave me loaner vehicle.  They are going to work on it and not give it back to me until it is fixed, which I appreciate.

  I'm a bit upset they told you I said that.
  

  Customer response

  12/06/2023

   
  Complaint: 20960870
  
  I am rejecting this response because: It is a complete lie. I did NOT tell them it was an error.  They called me and validated my concerns and agreed it was a shame it took this action to get them to help me and apologized.  They had me bring my vehicle in today. They are going to keep it for a few days to fix it.  They gave me a loaner vehicle.  Why would they say that lie? It is very upsetting.
  
  Sincerely,
  
  *************************

  Customer response

  12/08/2023

  They have my car and I have a loaner car from them while they fix my car.  Obviously this is NOT an error and they were untruthful saying I filed this in error.  How can they lie and the BBB just takes that as face value and close the file?

  Customer response

  01/05/2024

  The matter was resolved to my satisfaction.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently had my vehicle serviced at Kendall **** for routine maintenance. During this performance of the service a part was broken. Kendall **** made commitment to replace the broken part. It took three months and several parts later for the replacement. They also replaced my heavy duty battery without my authorization even though there was not a problem with it. Now, my car is leaking like a sieve into the front drivers and passengers side of the vehicle when it rains. It drips off the windshield at the two locations of the "pins" holding the part to the vehicle. In addition to the battery dying. After much debate, ************************* committed to picking the vehicle up at my home and take it to the dealer to replace the battery which is still under full warranty. ***** also committed to find the leak around the Sunroof wind deflector and stop the dripping. ***** made a commitment to pick the vehicle up Friday the day after Thanksgiving. I took the day off from work to accommodate ***** in any way I could. I forgot to ask ***** the Thanksgiving of what year, because the vehicle is still sitting in my parking space. And the best part? He hasn't even bothered to contact me.

  Business response

  12/06/2023

  When Kendall received the BBB complaint, it was already taking steps to reschedule the vehicle and perform the repairs. Those repairs have since been completed. To Kendalls knowledge, there are no outstanding issues related to the vehicle and no further action is necessary to be taken by Kendall for this complaint. 

  Customer response

  12/06/2023

   
  Complaint: 20918921
  
  I am rejecting this response because: they didn't address the secondary repair that resulted from in correlation to the primary repair due to thier negligence in performing the primary clean up on three different occasions. They did replace the installed dead battery after they replaced the original without authorization, honoring the warrant. However they refused to clean and replace the sunroof drain system A columns after they did major cleaning in that specific area for the wind deflector they broke while doing routine maintenance. Currently I have an appointment with another licensed mechanic for the repair and verification of the cause and collection of the debris in the system to prove the type of debris that clogged the line. The line were clogged after the repair was performed, not before. 
  
  Sincerely,
  
  *********************************

  Business response

  12/18/2023

  Kendall was provided a final BBB notice on 12/14 that informed a response was due in 7 days (12/24). The complaint was closed prior to that 7 day window, as such Kendall believes this response should still be considered timely.

  Kendall performed repairs and was unaware, until the Customer's response rejection, that he believed there were still outstanding issues. Kendall has made daily attempts to reach the Customer, from phone calls to even going to the Customer's residence for a courtesy vehicle pick-up. Kendall has made extensive efforts to reach a resolution satisfactory to the Customer, but the Customer has been unresponsive. ******************** cannot do anything further on this complaint if the Customer is unwilling to accept ********************'s efforts to reach a resolution. 

  
  

  Business response

  12/18/2023

  Kendall was provided a final BBB notice on 12/14 that informed a response was due in 7 days (12/24). The complaint was closed prior to the end of that 7 day window and resulted in a lowering of the BBB's rating of Kendall. Kendall was waiting until the 24th deadline to provide its response in hopes it would be able to make contact with the customer before then ********************* has been making daily communication attempts). As such, Kendall believes it's response should still be considered timely, and the rating drop for the "unanswered" complaint should be reversed. 

  Customer response

  12/26/2023

   
  Complaint: 20918921
  
  I am rejecting this response because: the response is inconsistent to the facts statements. I have complied to all contact from Kendall **** including going online to their website and inquired as to whom I could contact that was superior in command to whom I had been contacting. Also, Kendall **** made no prior contact before being filed with the BBB. They had returned the vehicle to me and sent an email of service was completed. Currently I am in contact with Kendall **** to try and resolve the issues. Kendall **** is once more picking up the car for another analysis of the issue. To date the issue isn't resolved.... 
  
  Sincerely,
  
  *********************************

  Business response

  01/04/2024

  Kendall picked up the vehicle on or about December 26th and performed an inspection and services to remedy any outstanding issues. The customer's vehicle is scheduled to be returned today, January 4, ****, and to Kendall's knowledge, Customer is satisfied with the repairs performed and there are no outstanding issues. 

  Customer response

  01/11/2024

  This complaint has been resolved by the dealer in a manner that is satisfactory to consumer. A diagnosis to the problem was not the original diagnosis however the dealer reevaluate the diagnosis and made a new assessment and acted upon the problem in a methodical and expertise of the service department manager. The problem is resolved. 

• Initial Complaint

  09/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I've been having an ongoing issue with the service department. I have a 2020 **** F150 Diesel truck. My initial service appointment took place in July of 2022. I had a few issues with my truck, one of them being my instrument cluster. The dealership replaced my instrument cluster under warranty, however, they replaced it with an incorrect part. The instrument cluster I received is for a gasoline F150, which is different than the instrument cluster for a diesel F150. For example, my tachometer is wrong and I have no DEF gauge which is pretty important.I've called the service department countless times since I discovered the incorrect part, each time they say "They'll look into it and give me a call back". They never call me back despite me calling often.I want them to replace my instrument cluster with the correct one (2020 F150 XLT PowerStroke DIESEL)I'm able to purchase ********** if they can refund me. I just want the correct part to be installed.

  Business response

  09/29/2023

  After receiving the Customer's complaint, ********************** Dealership reached out to the Customer. ******************** scheduled a service appointment and has since completed the necessary repair. To Kendall's knowledge, the Customer's complaint has been fully resolved in a manner satisfactory to both the Customer and ********************. 

  Customer response

  09/29/2023

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  06/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a truck from Kendall **** 07/05/2021. At the time of purchase they showed me a clean title and carfax. I went to trade the truck in today 06/18/2022, and now the title is branded "not actual miles". When I pull a new carfax and ** DOL report it shows that the title was branded 07/15/2021. When I called into Kendall **** to get their help in resolving the brand as it is an error. I get passed around and told that it is nothing they can help with and that the title was branded because of something I did. I did not even have permanent plates when the brand was issued. The brand was issued during their title paperwork process. The ** DOL told me that Kendall would have to request the title back from my bank and correct it and resubmit. They seem to not want anything to do with correcting their error or they are hiding the fact that they sold me a branded vehicle as a clean titled vehicle.

*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. ↩