ComplaintsforJohn Kennedy Dealerships

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a vehicle that can harm me and my family. This truck was sold to me with no power steering fluid. The service department told me it didn’t require it. All along it needed power steering fluid. They said my truck was electrical. Called approximately 50 times within the last month and a half trying to get the issue resolved. I went up there to tell them about the noise and how I can’t control the vehicle. This issue still remained. I called again and again no one ever calls me back. So they don’t care about my safety. Which is typical when buying a used vehicle. But at least they could have said no they wasn’t fixing it or no it’s your responsibility from our mistakes. They coulda said anything so I would have known how to deal with it. This is an issue that is life threatening and the dealer the bosses could have said something. No responses on several occasions of me calling. The ***** dealer told me that my truck is not electric that it does require power steering fluid. They ask who told me that I said the John Kennedy **** dealer. And they said they didn’t tell me the truth and that’s why you have a bad pump or leak. This is not fair they could have at least said something to help me out. They also said they would take care of it. That was and is a lie because I called and tried to avoid these kinds of things. Now what am I suppose to do? I actually called today, and of course no one called me back. So basically this is how it has to be done. This is not how you conduct business or how you treat your customers. This is a serious matter that will be addressed one way or another. Because now I have to risk my life all because of lack of communication and service. This truck payment is 530 dollars a month how can I get the car done too after having it for two going on three months. They laughed at me was talking about me when I went up there and something has to be done about this. Today was the last time I am calling them.

  Business response

  01/19/2023

  ***********************, Service manager, arranged to have the vehicle repaired at a local ***** Dealer. We understand the issue has been addressed and the vehicle is in satisfactory working order.

   

   

  Customer response

  01/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After filing a complaint with ****************** back in 1st week of September after being in the shop 9 different times at the same shop multiple repairs over a spam of july -September wait time was 8-21 days part of buy back program finally responded to us november 14 2022 & said there doing nothin last time I ever buy a **** again . Since the dealership John Kennedy Ford Feasterville said its fixed & fine now makes it ok , after being towed from my wifes work twice, from our driveway, my sons school parking lot , not starting in our driveway several occasions even at the dealership after driving there to pick it up I wanted my time & still wouldn't start 3 fuel pumps, 2 fuel modules a relay , new wiring that's suppose to make me reassuring that I can go for a long drive n not break down absolute ********* feel it's deem not safe for my wife n kids to be in this vehicle. I was just hoping they pay off the loan of 8k .

  Business response

  11/22/2022

  **************** had his 2015 **** ******** with 62,692 miles in John Kennedy Fords service facility four times, and John Kennedy Ford sent a mobile service unit to his home starting on July 28, 2022. We diagnosed the problem **************** presented to us with each visit, and our technicians corrected those issues. **************** called John Kennedy Ford and indicated that his ******** would not start, and a fuel odor was emanating from the vehicle. John Kennedy Ford dispatched a mobile service unit to address the reported concerns. The technician could not verify or duplicate the reported issues and did not detect a fuel odor.
  
  The repairs needed for all five visits were covered by warranty or with John Kennedy Ford absorbing the cost. **************** received a vehicle loaner while his ******** was being worked on each of his repair visits. **************** filed a complaint with **** Motor Company requesting a buyback for his ********. **** Motor Company found no basis to address that request, which has been denied.   Tell us why here...

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My work truck which I use solely for buisness has been in their Service shop for since August 1st 2022, I dropped the truck off their for Service in regards to a rough idle. It's almost 4 weeks later and I still haven't gotten my truck back yet. My Service advisor refuses to call me back and the service manager. I left numerous voice-mail for rhe service manager his name is Steve, my service advisor is Ron k***. Every time I call I get the run around and now my truck is still not fixed and I'm 100% ready to pay for my repairs and move on but now I'm not getting anywhere with them. When I do get through with Ron, he tells me they have to order a part, well that was almost 4 weeks ago. I have not been able to use my truck for work at all, they never even mentioned giving me a loaner car for the time being. I desperately need help please. They're also going to charge me an exorbitant amount of money to fix my truck and there's nothing I can do about this which I why I'm also reaching out. What shouldve been a routine service turned out to be a disaster. Please help me. I'm going to go bankrupt be a use they have my truck and I can't go to work without my truck. Call me or email me if needed. Thank you

  Business response

  09/16/2022

  Service Director Steve J**** and Service Adviser Ron K*** have been in contact with the owner. They have engaged **** Technical Hotline and are working on a resolution. The issue has been complicated by parts supply issues and the fact that the vehicle is 19 years old. Compounding the matter is there have been some electrical repairs and modifications done over the years that may be causing issues. Ron and Steve are upating the owner daily or as progress permits. Currently we are waiting on a Powertrain Control Module per the guidance of **** TAC.

  Business response

  10/03/2022

  This is a 2003 **** with 166000 miles. We have on previous service visit on 08/22/20 with 164293 miles.
  Ron spoke with the customer this morning and provided an update. That update was the PCM that was installed didn’t resolve the concern.  I left a voice message for the customer to call me.  I will continue to reach out to the customer.  Mike M****** has been the technician working on the vehicle since day one.  The initial concern was the vehicle runs rough and the check engine light was on.  Initially the mass air flow sensor reading was out of voltage range.  The idle air control valve should measure 43% at idle and it read 23%. The mass air flow sensor and idle control valve was replaced. Those components were replaced and did not resolve the concern. The intake manifold was cracked and leaking coolant. The customer came to the dealership and verified what we reported.  The intake manifold was replaced and that resolved the coolant leak.  The engine had 5 different brands of spark plugs.  One of the 8 plugs was seized in the cylinder head.  We drilled out the broken plug and installed an insert and replaced all the plugs.  The egr valve was full of carbon preventing it from closing properly. It was replaced. The engine no longer runs rough (misfire) but has a rolling idle.   Mike has been in contact with the ford technical assistance center and our FSE, Mark W******.  Their last recommendation was to replace the PCM. A new PCM is no longer available so we installed a reconditioned PCM. When Mike went to replace the PCM he found that the last person to remove the PCM stripped out the mounting hardware.  The PCM did not resolve the rolling idle.  The hotline now wants us to check for radio frequency interference.  This vehicle has had numerous wiring repairs and has aftermarket lighting.  We need to go thru all of the wiring.  Every part we needed had to be ordered. Many of them had to be obtained from the aftermarket because they are obsolete thru ****.  Since started this response I spoke with the customer. We discussed everything we have done and the justification for each.  I informed him that Mike has 61 hours clocked on his vehicle and we are committed to finding the route cause, but due to the age, miles and previous repairs is going to take more time and probably more parts.  I also informed him that due to parts delays and technical hotline response delays we are not working on his truck every day.  He asked me if I thought he could drive the vehicle without causing any additional damage since the engine miss has been resolved.  I told him that I would get the vehicle reassembled to a point that it can be roadtested again and provide him my opinion.  I asked him to give me until tomorrow.  He was okay with everything we discussed.
  Tell us why here...

  Customer response

  10/13/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  It's now approaching 2-1/2 months now and I'm still without my van. I brought my van to jfk **** for their professionalism, but they have not showed me any. Their service manager doesn't keep in touch with me on a weekly basis like he said he would. I recently stopped by their shop to talk to Ron K*** or Steve because a week has gone by since I last called and spoke to Ron and 2 weeks for Steve. My van is still in a corner and not being worked on like it was 3 weeks ago when I stopped by to pick up tools and materials in which I use my van for my business. While I was their shop I spoke to Ron and he said he no longer handles my van and Steve the manager does now, well don't you think he should have told me this so I can reach out to him about my van now since I found out from Ron the advisor that he no longer handles my van. I'm at a loss here because when I was there t their Shop, Ron asked Steve 2 times to come outside and talk to me in person face to face about my van and the latest attempts to finish my van. Steve told Ron which Ron said that my van is awaiting engineering services at the end of the month on the 28th which will place my van in their care for almost 3 months-90 days now. I actually went out of my way to go to the dealership to speak to Steve about my van and he chose to avoid me and told Ron to speak to me instead so what now? When Steve and I spoke 2 weeks ago when he told me the same thing about my van being old and new parts on my van, he admitted to me he hasn't been totally communicative with me and has no reasons for this. I'm not angry but concerned and in the dark because Ron also told me that my van might be going to another ford dealership to further their attempts to fix my van. I did bring in my van once before there for another electrical problem and that was fixed in a week but there were other personnel working there. I want some transparency on the problems and causes as well as fixes. I believe I deserve that much. I do understand there will be problems along the way because IM in that type of business as well fixing and solving problems but transparency to the customers will be greatly appreciated. Also, I was told my intake was cracked and leaking antifreeze but that wouldn't have happened till they took apart my intake and caused the crack and the antifreeze to leak because if there was ever a leak before then I would've noticed it and fixed it like I'm trying to fix this problem too. My van is well kept and maintained for the last 19 years and obviously I care about my van that's why I brought it in to the professionals because I had a good experience the last time I visited their shop for an electrical problem, so I brought it back again for the same good service but no avail. There's no reason for finger pointing but that's why we're here. 

  Regards,
  
  **** ********

• Initial Complaint

  12/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of service Nov 4th 2021. I took my car in for repairs, where the car spent most of the time in the dealership. There were numerous issues with the service: 1. They did not put on the winter tires when I specifically told them they were in the car and was noted on work order. 2. Lug nuts that were not placed right -- from the prior service, so my car was driving with the wrong lug nuts.. and could be a safety issue. 3. Wrong mileage, and tires not even inflated properly. Overall sloppy and sometimes a bit rude attitude. I was charged $635.35 for various repairs. I emailed my concerns to the service manager. I also contacted ****** ** ******* (***)-- who needed to get in touch with them for a warranty issue. When *** contacted them (took 4 or 5 tries) -- they told them the car wasn't even serviced with them in November. When I emailed the service manager, did not get a response initially. Sales manager called and just plain lied to me. Service manager finally emailed back and said that someone talked to me about it, so he won't be addressing it. No one clearly did. *** is advising me to go to a different dealership and has apologized for this bizarre behavior. It is poor service, attitude and total disregard for the safety of me and my family with the tire issue. My attempt to resolve the matter internally was met with lies and stonewalling.

  Business response

  12/07/2021

  *** ********** initially brought his 2016 ****** *** in for an issue with the window on August 11, 2021, at 35,639 miles. His complaint stated November 4, 2021, but his description concerns the repairs we did in August. *** ********** was concerned about his driver’s side window, and we repaired that under warranty. At the repair order write-up, he asked us to switch his tires with the snow tires he brought that were mounted to non-OEM wheels. He asked us to use the lug nuts he provided for those wheels. We did, and our Service Manager personally inspected the technician’s installation of those lug nuts and confirmed that the tech used the lug nuts *** ********** asked to be used. *** ********** also requested an oil change and a new battery to be installed. Both repairs were performed as requested. During the technician’s inspection that ****** requires, we found that his front brake pads needed replacement, and his rotors were warped and scored. He agreed to the brake repair when we brought this to his attention. *** ********** also brought up an issue he felt was clutch-related. After our technician test-drove the vehicle, he found no faults with the clutch operation. Upon returning from the test drive, the technician noticed a small amount of smoke coming from the engine bay. His inspection found an oil leak coming from the camshaft carriers. We recommended that he have the camshaft carriers removed and resealed and that it would cost $2650. He declined that repair and felt that it should be covered under warranty. This is why he contacted ******, as he mentioned in his complaint. ****** did not authorize the repair based on our records. There has been no “stonewalling” with *** **********. Although our communication with him could have improved, he spoke to our Service Manager and Sales Manager in person regarding this complaint on different occasions. We have been fully transparent with him and did the repairs precisely as requested.   

  Business response

  12/30/2021

  Our General Manager, Anthony B*****, spoke to *** ********** and both have come to an agreement to settle this complaint. Anthony is issuing a $300 Goodwill Credit to ************* and he has accepted this offer and considers this complaint closed. 

  Customer response

  01/03/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. ↩