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Complaint Details
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Initial Complaint
01/24/2025
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On November 29, ******************************* a low emission and fuel-saving car. We went to *** ****** **** dealership to test the mach E we had not yet determined what EV car we were going to lease. We were considering a Tesla model Y Because it had a good lease payment incentive, and ******* ioniq 5 because of it's two year complimentary unlimit it charge incentive program. My husband already had tested the ioniq five and also the tesla model y. The determining factors for us to choose the mock e work if *** ****** dealer can match or get close to the lease. Term and payments tesla has four model y or if **** has the 2 year complementary charging for for theMach E like ******* 2 year unlimited complementary charging incentive for the ionic 5. We met with ********, the salesperson, who claimed that **** also had the same complementary, two year incentive charging program. She even went to speak to her manager to see if the dealership can match or get close to the lease payment of the ***** Y. The manager overviewed everything she offered somewhat close to what we were looking for in a payment and adding the two year complementary unlimited charging as the other two cars we were deciding on. ******** explained that on the app, there would be a way for him to be able to get his complimentary charges for the **** Mach E. We found that the offer was false. Everything we took under consideration was thrown out and considered a human error offered a gift card to my husband by ********, the salesperson, which I am attaching the texts. We receive from her admitted fault of what was offered to us. I have went to Ken Grody Ford in person spoke to customer relations supervisor ********* ****** on January 8, 2025 to try resolve and there was no resolve, she only offered at most $300 in stars supposed to help. I have got two other offers not near what was agreed. Please help I attached our letter with information. I made a ********** Complaint # below they offer no help.
Business response
02/04/2025
Customer was offered $400 and 32 charges at Ken Grody Ford fast chargers. They have accepted this resolution.Initial Complaint
01/10/2025
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
To Whom It May Concern,I am writing to formally file a complaint about a misleading advertisement I encountered from Ken Grody Ford. The ad, which I have attached for reference, prominently advertises a promotional lease deal for a new 2024 Mustang Mach-E at $69 per month for 36 months, or 0% APR for 72 months, with specific terms regarding cash incentives and financing. However, when I visited the dealership to take advantage of this advertised deal, I was subjected to undisclosed additional fees and taxes that were not mentioned in the ad.This practice constitutes false advertising and is a clear violation of consumer protection laws. The advertisement does not make any mention of these added costs, nor does it provide any transparency about their inclusion. Despite the terms being displayed prominently in the ad, the dealership refused to honor the deal as ************* a consumer, I relied on the information provided in good faith and took the time to visit the dealership expecting the terms presented. I find it unacceptable that the dealership failed to honor their promotional offer and instead attempted to impose hidden costs.I respectfully request that Ken Grody Ford take corrective action to ensure compliance with advertising laws and honor the deal as advertised. Additionally, I urge the dealership to revise its advertising practices to ensure all fees and terms are clearly disclosed in future promotions.Please acknowledge receipt of this complaint and provide me with an update regarding the actions that will be taken to resolve this matter.Business response
01/15/2025
We have reached out to Mr. ***** and sent him pricing sheets that reflect the advertised price. He is scheduled to come in to the dealership on Friday 1/17 @ 12 pm. We will honor the pricing from the advertisement that ended on 1/2/25.Initial Complaint
12/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Complaint to the Better Business Bureau Subject: Nonpayment for Agreed Repair Costs - Vehicle Purchase on 04/12/2024 Details of the Vehicle Purchase:Purchase Date: April 12, 2024 Purchase Price: $75,493.75 Sales Representative: *** *********** Issue: Nonpayment for cosmetic repair estimate of $443.04 for scratches identified on the vehicle upon pick up.Business response
12/04/2024
Spoke with Mr. ****** on 12/3/24, we confirmed that the check that was sent for $443.04 had not been cashed and put a cancellation on it. The new check was cut today and we are placing it in the mail to the address he confirmed. Customer asked for an update on 12/6/24 but he was updated today 12/4/24.Initial Complaint
11/30/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I found a 2024 ****** Tacoma online at *** Grodys, pictures looked nice and it was pre certified with the 139 point inspection. I contacted the dealership with the intention to purchase the vehicle.I was not taken really seriously because I didnt come into the store and asked for the vehicle to be shipped to *****. Finance was only talking money and telling me how the vehicle will not leave the lot until every ***** cleared to the dealership account.There were delays in sending mail due to employee incompetency, taking 4 days for overnight shipping. The negotiation in price was very strict and stingy. I only got 500 dollars off the listed sale price.I asked the dealership to ship the vehicle and they found me a third party, that used a broker to get the cheapest bid on shipping the vehicle. I was charged 1200 usd to ship the vehicle and it showed up on a flatbed with another minivan and a motorcycle, being towed by a pick up truck. After all the unprofessional treatment, I was like its all ok. I got the truck, its all behind ******** I was checking the bed of the truck and there are dents on the roof!!!! I thought these vehicles get 139 point inspection!!! I bought it blindly from another state trucking it was already checked and all good. I even went back to the loading pictures of the towing company and the dents were there. I am not sure if the dealership is actually trying to cheat me or again this falls under employees being incompetent and not doing there job.Either way it is not my issue to resolve, i would not recommend *** Grody, for all I know they are cheaters.Business response
12/06/2024
Mr. ******* has been offered to have the full amount of the deal refunded to him as well as all accessories that he has paid for, the cost of transportation that he paid, the cost of the temporary permit in the state of *****, and the full amount of the pre paid insurance premium he paid. Mr. ******* sent us all receipts of the items mentioned. We will pay those items as well as to have the vehicle picked up and brought back to our dealership. We are currently awaiting his final decision in the matter.Customer response
12/06/2024
I have spent 2 weeks of going back and forth, this is currently the only car I have and the dealership wants me to send it back and wait till they figure out financials. With my experience with this dealership it took them 4 days to ship a document via *****. I dont trust getting my money back in a timely manner as they claim, I rejected the offer and asked for a monetary compensation.
the Dealership also placed terms on how the refund will occur. They are setting all these terms and dont want to admit that they are in the wrong, apologize, and see how we can fix it.
a *** calls me and keeps me hanging, speaks to their boss and gets back to me with answers. My garmin watch pings daily of high stress levels. This is not good customer service. I am supposed to be pampered buying a new car, not done wrong and then have terms set upon me.
Business response
12/10/2024
Customer agreed to a $3000 monetary compensation which the dealership has agreed to. Check is being cut and overnighted to customer's lien holder.Initial Complaint
10/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
when i purchased the truck earlier this year (i want to say around june 2024) i was promised shortly purchase a few things i didnt like about the truck (since the car salesman ***** went and picked up a truck that was not the package i expressed interest in) such as the front grill, the badges (i wanted black he brought me blue and said he would replace them out of his own pocket if need be) and the running boards. anyway now some of the work has been taken care of. then they have a driver deliver my truck he ate in it and scratched my paint after showing up an hour late since he stopped for food (i was tracking my truck i know when and where he stopped) i spent a ton of money on this truck even i dont eat in it. now when i go pick it up since i had to drop it off again i check everything and they have now damaged my mirrors mind u when i dropped it off the mirrors were in perfect working order its a brand new truck. now they dont work. im just sick of all the driving back and forth and them having my brand new vehicle since they keep messing stuff up after stringing me along for almost 6 months this is horrible business practice at very least i feel like they need to fix the mirrors and reimburse my time and travel expenses (gas) since now its 4 trips an hour away (yes they know how far away i live) and they still have my $137,000 truck. im including a screenshot of a conversation with ***** the salesman about the running board i have many moreBusiness response
10/22/2024
The customer was contacted about his concern. A switch was ordered to fix his mirrors, we should have it here within 3 business days.
We will be reimbursing the customer $1200.00 for the running boards and gas. per the customer request.Initial Complaint
05/28/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I walked into Ken Grody Ford and met with a sales associate and sale manager. I was trying to purchase a used vehicle for 40k. The sales associate created a sale profile without running my credit. We negotiated on a deal and we agreed and handshaked on 38k for the sale of the vehicle.While in finance, I was told the vehicle would be sold at 40k.This is after running my credit and matching me with a loan at 40k.When I confronted the staff about the agreed sales price, the dealership offered no excuse and kept forcing me to make the purchase at 40k since they already ran my credit.Business response
06/05/2024
Ken Grody Ford has reached out to the customer. After multiple conversations about the experience, customer and ********************** have come to an agreement to assist customer with credit inquiries on his report. Customer is pleased with solution.Initial Complaint
03/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Ken Grody Ford in ******** has now had my truck for 8 days. It was brought in for repairs. I have over a dozen phone calls and text messages sent to them without replies. I've been put on hold and then disconnected. I'm only looking for an answer as to the status of my truck. We've bought 2 cars from *** Grody, but I don't think we'll be buying anymore from them.Business response
03/04/2024
The customer was contacted and was notified his vehicle will be completed by Wednesday.Initial Complaint
08/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased an Explorer on December 31, 2017 and paid for the extended warranty (it was good for 6 years or ****** miles). I was told that the warranty covered BUMPER TO BUMPER on everything EXCEPT rubber items (tires, belts, wiper blades, etc.) . I needed to take it in for an oil change, the rear a/c wasn't working, the lift gate only opened 1/2 way, the battery wasn't holding a charge, and the gas tank cover wouldn't stay shut. Suddenly my "full coverage" wasn't covering everything and the totals kept adding up. They also wanted to do a "non-covered" transmission flush (There's only 48k miles on the tranny), which I refused due to the inflated cost. They kept it for 4 days and only got the oil changed and battery replaced, so I picked it up due to needing my freaking SUV! I made another apt (they kept it for ANOTHER 4 days!) and all they did was calibrate the liftgate. The gas tank door vault wasn't covered (according to them) and they wanted to charge me $558 for a $38 part! This SHOULD BE covered as it's not made of rubber, so either the salesman/finance mgr lied, or the service advisor lied, either way, someone at KG lied! The 36 month Motorcraft battery ***** brand) was defective and needed to be replaced after only 32 months, but since this battery was a replacement of the original defective battery (lasted only 30 months), they didn't want to replace it! After several phone calls, they agreed to replace it, but charged me a $50 installation fee! If you install a 36 month battery, it needs to be warranted for the full **************************************** a replacement. Over the past 22 years, I have leased 2 vehicles and bought 4 vehicles, but this will be the last vehicle I'll buy there! Be careful of KG's shady business practices!Business response
08/30/2023
Dear ****************. After reviewing your case I will direct our ****************** in ********** to facilitate repairs and provide a loaner or rental for alternative transportation while we are repairing your vehicle. All will be done for no charge. I apologize for the mis step here and we very much appreciate your business. ******, our ****************** Customer Relations Manager will reach out to you this morning. Thank you Sincerely.Initial Complaint
08/04/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Hello, I have been trying to cancel my bumper to bumper warranty and premium care for my 2017 **** Focus SE for a couple weeks now, I was told that I was going to receive a call to help me complete the refund and I havent receive nothing.Business response
08/15/2023
The customer was contacted, and his warranties have been cancelled. He will be receiving a check in the amount of $189.03.Customer response
08/16/2023
Hello, after the complaint, the company email me to refund me, they said that my 2k warranty that I bought from them is worth 183 dolars, and thats my total refund for both the warrantys I bought from them.Business response
08/22/2023
Upon review we made a mistake the amount of the refund will be $1495.00 back to the customer.Initial Complaint
07/31/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
I originally leased my **** Ranger and had a decent experience, but that all changed when I tried to complete my lease buyout using my preferred lender. I was lied to about having to use their lender by *******. He stated, if I didn't use their lender, it was against their policy to provide my lease buyout documents and no deal could be made. I let them try to match my preferred lender apr rates which came in 1.5% higher than my preferred lender with worse terms, so I refused. **** Finance allows you to use any lender to complete a red carpet lease buyout. Youre supposed to go through the originating leasing dealership but *** Grody has made it impossible to complete this transaction. I spoke to the Customer Relations Manager ***** who hasn't provided any resolution or furnished the documents needed to complete my buyout. All I want is the purchase order documents needed to submit to preferred lender to complete my lease buyout.Business response
08/07/2023
Customer was contacted with different options to resolve this matter and provide him with the needed information to complete his lease buyout.Customer response
08/07/2023
I never received a call back from *** Grody after leaving multiple messages with Customer Coordinator ***** even after I was told shed call back. Its hard to provide any resolution when you dont return customer calls.Business response
11/09/2023
Attempts were made to contact the customer offering options on completing the lease buyout with no success.
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Get a QuoteCustomer Complaints Summary
17 total complaints in the last 3 years.
7 complaints closed in the last 12 months.
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