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Kemp Ford Reviews (5)

Review: I have been a long time customer of Kemp Ford. I have exclusively serviced 2 cars in the past 7 years in their service department. On the week of August 10th, I called to schedule a routine maintenance service for my car, after receiving a mailed service reminder with coupon. The only service date available and conducive with my schedule was Thursday August 21. I dropped the car off as normal for the scheduled 60,000 mile maintenance service, which included coolant fluid flush and replacement of fluid, among other things. I received my vehicle on Friday August 22, and drove it home (about 3 miles away). On Saturday, I drove the car to work (about 7 miles) and then home. On the way home my car overheated. Luckily, I live very close and was able to park it at home. Smoking and leaking fluid, I decided to let it cool and contact the dealership (the service department is closed on the weekends). I asked to speak to the service manager, he was not available, and I was told he would call me back. He never did. On Sunday, I got the car towed from my house to the dealership (at my expense). I left a message explaining the car was dropped off. 8:00am Monday, I asked to speak to the service manager in person. Michael [redacted] came out of his office to speak to me. I explained the problem to him, his reaction was very disturbing. He yelled at me in front of his employees and customers and proceeded to tell me; No matter what, I will not give you a refund!! This is not our fault, there is nothing I am willing to do for you! Storming out of the office he shouted, I am finished speaking to you!! I was flabbergasted. Firstly, I have never been spoken to in that manner. Yelling and screaming at me, his large frame was very frightening and intimidating. To make matters worse, I had no car for my business-day. Leaving the dealership in a shuttle to the rental office, and having to spend hours inconvenienced and pay fines for a late delivery. Monday 2:10pm They diagnosed the problem; the hose clamp connected to radiator (where they replaced the fluid) fell off, having all the coolant drain out, and therefore, my car overheated. Kemp Ford mechanics negligence. (It specifically states on the 60,000 mile service, they test all hoses and clamps) Monday 3:00pm I picked up the car and asked for a refund the 60,000 mile service. Speaking to Michael [redacted] once more, I asked for a refund, now that the diagnoses came back pointing to mechanic or clamp error, directly connected to the services rendered. Once again Yelling in front of staff, getting completely out of control, he states; Fine, I will give you $75 off, nothing more. You got that, now get out!! In a calm voice, hoping to defuse the situation, I pleaded to speak to his superior. He said if you want to speak to the owner go ahead, walk around the building and find him yourself. I left the service department and walked around the building. The other employees where quite and kept their heads down. I asked them, Is there anyone willing to help me? He is our boss there is nothing we can do. Said a gentleman behind the counter. 3:20pm Speaking to [redacted]. I expressed to him what happen, and how disappointed I was with the appalling treatment of his service manager Mr. [redacted]. He told me under his breath; Mr [redacted] would be retiring in 2 weeks anyway. He also informed me that, the clamp that was used, has been faulty in other cars previously. He took no responsibility for what happened to my car. Its disappointing that [redacted] knew the clamps had been faulty before and continued to use them in servicing future cars. (Silver lining: I am lucky the car did not over heat with my 2 small children in the car.) I asked him for a refund for the service (labor only, not parts), which equaled $166.00. He refused saying the only thing he is willing to do is $75. Which is what the coolant cost. I am very disappointed in the treatment and lack of interest in keeping me a happy customer. Ultimately, I took my car in for a maintance service and ended up paying $542.66 for a service that cost me 3 days of time (2 business days) and tow from the house to the dealership, plus any future damage the over heating may have caused to my car. I do not usually write reviews, however, I felt the need to write this because it is so disappointing to be mistreated in this way. Throughout my ordeal customer-care was lacking. As a fellow business owner, my clients happiness is very important; unfortunately this is not the case with Kemp Ford.Desired Settlement: Refund.

Business

Response:

Mrs. [redacted] is correct that a clamp on a hose did fail and her coolant ran out of the vehicle. This was caused by the factory clamp that was on the vehicle failing. Upon inspection we believe our technician did install it correctly. This was the second time recently that a factory installed hose clamp like this has failed and we are now replacing them with new ones in similar situations. We inspected and test drove her vehicle after we corrected the problem and found no issues relating to the overheating.

The refund offered was for the coolant service performed on the vehicle. The rest of the bill was for other services performed and will not be refunded. The customer was supplied a rental vehicle, and at her insistance, it was upgraded to a larger vehicle.

Review: We found a passenger van for our company we liked, came down there to checked it out, made a offer, they came back with a offer on what they would sell the vehicle for. After going back and worth several times we came to a out the door agreement. They couldn't close the deal that night because we were putting under the company name and had to wait for 9-5 business hours.The following day we get a call from James stating that the guy who was helping us last night messed up on the interest rate and if we still wanted to get the vehicle we would have to go with the slightly higher interest rate. We werent happy with that but for 1% we didn't have a issue with that, so we went in to sign the paperwork. When getting there James was so RUDE on the top and started telling us what happen with the interest rate and stated that it would be a few minutes to get the paperwork together to sign. He had a paper in his hand from Ford credit, that had our approval, the interest amount, the down payment amount and the amount it was being financed for. James briefly showed us this paper and was so quick to take it away, but in the end we made him let us see it. We saw that the price we agreed on wasn't on the paperwork, the amount indicate was a much higher amount. James started lying stating the price listed was the price we agreed upon which it wasn't, he kept telling us that we heard wrong and the price listed is there firm price and wasn't willing to help us or make his client happy. We even sat down with the guy who went back and forth making the agreement to being with and he wasn't much help either. When speaking to him about the issue he forced us outside because he didn't want us to be mad in the lobby. More like they didn't want potential clients to hear how shady this dealership is. After all the arguing and trying to come to agreement on a mistake made by them, they wouldn't budget and left us no choice but to have to purchase the vehicle because we already returned our rental and wasn't able to get the same vehicle back as a rental. Also they agreed. on a new purchase they would give us a free tank of gas, but they made us drive off on E.No one was helpfully, or even cared about their clients all the care about is making a sale.Desired Settlement: We would like not to be lied too. If a price was agreed on then that's the price we should get.Also we want our free tank of gas we were offered.

Business

Response:

Kemp Ford does not agree with Mr. [redacted]'s statements about his purchase at our dealership. The issue with the interest rate came about because Mr. [redacted] was told that with good credit the rate would be 2.9%. Upon submital to Ford Motor Credit Company for approval of Mr. [redacted]'s credit application the aproved rate came back at 3.9% from Ford Motor Credit Company as he was rated at tier two credit rating and not the tier one rating required to received the 2.9%. Kemp Ford did not change the agreed upon pricing of the vehcle as Mr. [redacted] states. The price the vehicle was sold for was tha same price that was dicussed before the submital for credit was made. Mr. [redacted] became very agitated and started yelling at James Sabeti, the sales person, on the showroom floor at which time Mr. B[redacted], the General Sales Manager, stepped out of his office to address what was happeing. He was joined by Bill Newsom, the Sales Manager, and Mr. [redacted] continued shouting and yelling at them accusing them of lying and cheating at which time Mr. Newsom was able to get him to step outside of the showroom where he continued his unaceptable behavior. Mr. B[redacted] finally decided that there was no way to satify this customer, that the terms of the sale were not going to be changed and therefore we should both agree to terminate the sale. Mr. [redacted] then left the dealership, but called back shortly after to say he would take the deal.

Our buying experience with our Nissan Maxima was slow but not bad however our paper work ended up in a mess. Our names were miss spelled on documents and it was a total hassle getting it fixed. Our papers had to be mailed out 3 times to get it right and each time I called to get it sorted out I would get a different answer or a rude service representative. I got our proof of ins to them however they never sorted it out and we ended up with ins assigned to us which I had to call and cancel so we werent being double charged.

I've heard its a waste to buy warranties on used cars however I'm glad we did because we have owned our car for 5 months and we have a cracked serpentine belt and a cracked oil pan and all the fluids need to be flushed. the warranty covers our oil pan after the copay but were on our own with everything else and although we are supposed to receive a rental car with the warranty we have to wait 3 days because if the part is over a certain price they have to send it in for verification. so now my husband is without a car and we fully regret purchasing from Kemp.

Review: Had wife go in on a scheduled appointment for a 2006 Lincoln Navigator that we had an extended servise protection plan on. Had a $100 deductible for the vehicle. Had issues with the window switches, door locks, possible air compressor leak, and what felt like a transmission slip. Person in service met with wife and let her know that he would get the hundred dollars from her when she picked up the vehicle. He gave her a green slip for a car rental that was covered in our ESP. My wife waited well over an hour in a trailer and had to flag down the car rental guy in order to get the rental. Very unprofessional expecially when we had an appointment knowing we needed a rental. Sit in atrailer and good luck to you attitude. Wife was given slip for rental but nothing for the Lincoln. When we went to pick up car there was a charge of $135 given for a diagnosis fee that was not explained to wife and numbers written over the $100 to make it now $235. Wife was never given copy and now could not show the change even though you could see it was written over. Would not give keys to vehicle until we paid for the diagnosis which was wrong. Talked to Mrs. Kemp at dealership but she walked me to service manager and did not seem to care either that my wife had to wait with toddler in a trailer or that the numbers were written over. Not cool expecially after we bought the vehicle there. Their price for the fix was $1300 and we got the vehicle fixed for $600 less than half their estimate however it was the wrong diagnosis and still have the same problem. I want money back for bad diagnosis. Will not go back due to fraud and customer mistreatment and for uncaring owner. Will get vehicles elsewhere. I am a veteran and long time resident with six children active in the community and am shocked that family would be treated so poorly.Desired Settlement: Refund of bogus diagnosis and apology to wife for such poor business and service management.

Business

Response:

Mrs. [redacted] brought the vehicle in for service for the issues as stated. They have an extended service plan with a $100.00 deductable for those items covered by the plan. It was explained that any problem not covered by the plan would incure a diagnostic fee at the time she dropped of the vehicle. The rental car company was slow getting to the dealership for this customer. The trailer she waited in was the temporary customer lounge as the dealership was undergoing a renovation. They claim she was never given her copy of the repair order yet that copy was removed from the repair order and not in our possession. As to the claim that the amount was written over, I have seen the repair order and it clearly was not written over. This can be produced at any time for inspection. The diagnostic fee was for the following. The vehicles needed 5 coils ($420.00) and we recommended replacing all 8 ($672.00). Labor to install 5 coils would have been $230.00, 8 coils 287.50. We recommended that the fuel system be cleaned for $165.00. The total bill for 5 coils would have been $950.00, for all 8 coils $1259.50.As to the service the customer had performed on the vehicle for $600.00, [redacted] cannot comment as we do not know what was done.

Review: I went into Kemp Ford on February 21, 2014 at approximately 8:30pm. I began talking to a salesman about the Ford Cmax as I am interested in purchasing a car. I had heard a promotion on the radio that Ford was offering free lift tickets to Mammoth Mountain to anyone who test drove a Ford Cmax. When I asked the salesman about this promotion he claimed to have no knowledge of it. His supervisor, who was sitting just about seven feet away, said nothing. I looked up the following advertisement on my phone: http://www.mammothmountain.com/Ford and showed it to the salesman. He looked at it and then walked over to the supervisor. The supervisor was aware of the promotion. He said that the promotion was reserved for people who bought the Ford Cmax because he had a limited number of vouchers. I said something like, So basically it is false advertising and he responded, Basically, yes. He openly admitted that it was false advertising. He then made his story that he had given away the last two vouchers the night before to someone who bought a car. When I went home I found even more information about the lift tickets at the following link: http://www.socalforddealers.com/ticket-to-mammoth.php . The offer just started on February 18th, yet four days later the dealership claimed to be out of lift tickets. Kemp Ford is listed as a member of the Southern California Ford Dealers at the following link: http://www.socalforddealers.com/locate, so this is a promotion they should be offering.Desired Settlement: False advertising is against the law. Kemp Ford needs to give customers the offers that are promised in their advertisements.

Business

Response:

The ski lift tickets for Mammoth Mountain is a promotion sponsored by the Ford Dealers Advertising Association of Southern California, not Kemp Ford, nor advertised by Kemp Ford. We are supplied with a limited number of these tickets by the FDAASC. They are usually gone within a couple of days of the start of the promotion and we cannot obtain more. We are sorry that there were not any left when this customer came to Kemp Ford but the promotion givaway only lasts as long as the supply of tickets we are given are still available.

Business

Response:

Kemp Ford does not have any of the Mammoth Mountain ski tickets left. This customer does not want to understand that. The FDAASC gave Kemp Ford a limited number of these tickets and everytime they do this promotion the tickets are gone in a matter of a couple of days and we have customers come in for them that get angry because there are none left.

Consumer

Response:

Review: 9939430

I am rejecting this response because:

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Description: AUTO DEALERS - NEW CARS

Address: SEE MESA FORD, INC., El Paso, Texas, United States, 79932

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