Ken Grody Ford

Review: 1) Salesman made us do an positive review of the dealership online using his computer before the sale.

2) Finance department lied about the price we were getting for our maintenance and extended warranty plans by telling us they were "x-plan" pricing.Desired Settlement: I want our maintenance plan cancelled and a prorated refund based on our mileage and our extended warranty plan cancelled and a full refund.

Business

Response:

All requests for cancellation of extended service contracts purchased need to have a signed cancellation form. Ford Motor Company only allows a full refund within 30 days of purchase and will prorate based on time, miles and usage of the contracts after the first 30 days. Customer can contact dealership and speak to [redacted] for cancellation form and information on cancellation process.

Review: IN OCTOBER MR [redacted] THE SERVICE DIRECTOR AT KEN GRODY FORD BUENA PARK OFFERED ME COMPLIMENTARY AUTO DETAIL ON MY FORD EXPEDITION. WHEN VEHICLE WAS RETUNED I NOTICE WHAT APPEARED TO LOOK LIKE VACUUM MARKS ON THE SEATS BUT,UPON CLOSER INSPECTION THEY WERE ACUALLY ALMOST TEAR MARKS ON ALL THE SEATS. I NOTIFIED MR [redacted] ABOUT SITUATION AND BROUGHT VEHICLE FOR INSPECTION. UPON HIM CONFIRMING THERE FAULT HE ASKED WHAT I WANTED TO CORRECT PROBLEM. I STATED I WOULD LIKE NEW SEAT COVERS. HE STATED HE WOULD GIVE ME SOME FREE TIRES AND SOME FREE OIL CHANGES AND MORE AUTO DETAILS.I SAID ILL CONTACT LATER AFTER I DO SOME RESEACHDesired Settlement: I WOULD LIKE MY VEHICLE SEAT COVER TO BE REPLACED. MY SEATS WERE IN MINT CONDITION WHEN I BROUGHT THEM IN WITH OUT ANY MARKS OR SCUFFS AND THATS THE I WANT THEM BACK.

Business

Response:

Regarding the above complaint, [redacted] has already agreed with customer to replace seat covers. Thank you, [redacted]Customer Relations ManagerKen Grody Ford - Buena Park

Review: We feel that Ken Grody Ford is taking advantage of senior citizens. On February 25, 2014, we purchased a car from Grody. They kept us in the finance office until almost 11 p.m. and got us as tired as possible so that they could more easily take advantage of us.We purchased a 2014 Ford Flex.

During the process of negotiation, we agreed to $1,600 for an extended warranty. After signing the contract I noticed it was written up for $1,800. When I called him on it, [redacted], the Finance Manager, said we had agreed on that amount. I reached for the papers in front of him and showed him where he had written the $1,600. He still refused to change it.After we got home, I noticed that they gave us only $2,000 for our trade in vehicle.

We had agreed to $2,500. We called the dealership the next day and the Sales Manager, [redacted] agreed that he had told us $2,500, but told [redacted] to write it up for $2,000. He said he would reimburse us the $500. It has been a week and were getting one excuse after another as to why our check is not ready for us to pick up. We have paid the vehicle off in full.Desired Settlement: We would like the $200 they overcharged us for the extended warranty and the $500 they underpaid us for our trade in vehicle.

Review: I traded in a vehicle to Ken Grody Ford and made a new purchase of an F150 on 7/18/15. I signed the release of liability and was informed the [redacted] that was traded in would be paid off. August I received a past due notice from [redacted] Financial stating I was 30 days past due on the vehicle that was traded in. I called and spoke with [redacted] and they stated pay off was not received. I called Ford as well as sent emails regarding this matter and was later contacted stating I would get a call the next day with more information, no call was received. I called the second business day after not receiving a call from Ford and spoke with business office. As of today the payment was received, but I was unable to finance a new car purchase on my own because of the lack of communication with FORD. I now have a point on credit stating 30 days past due and feel that it is unfair that I have been put in this situation, when FORD should be working for the customer.Desired Settlement: I would like the point removed from my credit score

Business

Response:

After sending the payoff to [redacted] we were informed by customer that they were receiving phone calls. We contacted [redacted] who informed us that they would not process payoff and close the account without an odometer disclosure statement. We faxed it over to the fax provided by [redacted]. We then found out that the account was still not closed, we contacted them again and they provided another fax which we sent the statement to. At that time [redacted] processed and closed the account. Only [redacted] can remove a late that they put on consumers credit bureaus. We can request that they remove it. Our business office will provide a letter requesting that they do so.

Review: the price I was told was not correct. But I was going based off their website and did not see anywhere an "actual sales price" Online does not show the $22K number anywhere.

I was told my car will be completely paid off, no negative equity

I was also told they could get me under $400 a month.. And make this deal happen and work with financing to give the best possible deal because they will do what it takes to earn my business. I agreed based off the information they gave me to continue with the numbers. I received a call from the manager saying the opposite of what was told to me.

Turns out they were adding $4k of negative equity to the price of the car and not giving me the full pay off amount

my payments would be in the $400 at a 4.9% apr, even though they were going to get me somewhere in the $300 range

I finally reached out to ford because I was told I would get a call back in 10 mins and 3 hours had passed

Was told no one should have released any numbers to me over the phone and it's against the rules

After waiting a full day to get a call back from someone, I spoke to 3 people who mislead me, I was apologized to and was finally told a deal wouldn't happen. I was treated very poorly.

Business

Response:

Have attempted to contact consumer to set an appointment to meet with our VP/Managing Partner, [redacted]. As of today, no response from consumer. Please let us know if she would like to meet with [redacted]. Thanks [redacted]Ken Grody Ford - Buena Park[redacted] ext [redacted]

Review: I seeing a advertisement from [redacted] orange county, at buena park ca , in the web page special deals for the president day sales it shows a [redacted] fusion 2014 for a sales price of 21277 and including some discount like military [redacted] bonus and [redacted] rebate it show the vehicle as low as 17777, I call one of the sales rep and ask about this deals and I was told that it was available and they have 3 vehicles at that time. once I arrive to the dealership the sale rep took me to a second sale rep and this one explain me that the vehicles were sold, just to in couple of minutes tell me the advertisement was wrong and that the vehicle were not at that price . after hour of waiting on trying to deal with the situation I left but I was told that they will call me next day first thing to let me know if the deal was good. they never call so I have my wife call and ask for the deal as a different buyer , and once again she was told that deal was available and to come to the dealership. This take me to believe they are doing this just drive people to the dealership which in case is false advertisement. I was left waiting all day for a call even more I call and they never pass me to the sales rep or manager even more I decide to call or chat with a different sales rep which made me wait for over an hour . he also told me he will call me today around 1100 but he never did . they are just giving me the run around and dont want to honor there advertise deal. further more I told them that I will report them to the Revdex.com the ftc andt he local office for customer issue on the state and they broach it up and told me that nothing will happen to then. I hope this is not true and something can be done .Desired Settlement: settle the case and recomend a civil laws sue .

Business

Response:

Re: Revdex.com Complaint ID#[redacted], 2014 Fusion advertised on Presidents' Day web page

Dear [redacted],

First I would like to apologize for the belated response to your concern. The email from the RevDex.com (Revdex.com) went directly into the spam folder in our system, and was just brought to our

attention by a phone call from the Revdex.com recently. They were calling because it was clear to the Revdex.com in the

system the issue had not been addressed by our organization, which was not indicative of our past

history of handling complaints. I could sense your frustration on the phone, and want to apologize for

any inconvenience dealing with our dealership may have caused.

I take great pride in how we treat our customers as evidenced by our numerous customer service

awards with [redacted] Motor Company. If you are not happy and feel strongly you were misled, I offer you to

you the opportunity to purchase a new 2014 Fusion SE equipped exactly like the one advertised during

the President's Day Sell-a-than for $17,777. I extend this offer to you, and only you, to be accepted

within 30 days of the date at the top of this letter. I value my customers, and respect the passion you

have on this issue. I want your expectation to be met, which was to come in and purchase a 2014 Fusion

for $17,777. Please contact me on my cell phone at ([redacted] to discuss. I look forward to hearing

from you.

Sincerely,

Vice-President/ General Manager

Review: On Tuesday, October 28, 2014, I made a visit to the Ken Grody Ford-Buena Park dealership (6211 Beach Blvd. Buena Park, CA 90621) with the intent of purchasing a new vehicle using cash as a form of payment. I decided to visit this specific dealership after finding an ad for a 2014 Ford Flex and Ford F150 from two different resources, the Los Angeles Times newspaper and an online ad offer on the dealers website (KenGrody.com) on the Ken Grody advertised specials page.

Unfortunately, the sale associates that I came into contact during my experience did not provide me with quality customer service, were unable to help me with my purchase and did not uphold the advertised specials offered. The following outlines my disappointing customer experience at the Ken Grody Ford-Buena Park dealership and poor customer service from [redacted] (Ken Grody Ford Staff):

As I walked into the dealership lobby, I spoke with an attendant at the door and let him know that I was interested in purchasing a vehicle from their online advertisement. The attendant assisted me to the reception desk and asked the receptionist for the next sales representative. She responded that [redacted] would be assisting me and quickly notified him that a customer was awaiting assistance. After a few minutes he leisurely came out from the back, and was obviously preoccupied with his co-worker, [redacted] proceeded to dismiss me at which point he ‘passed’ me along to the next sales representative, [redacted] – both associates from the Ken Grody Ford-Buena Park Team B staff.

After greeting [redacted] I told him that I had cash was ready to purchase a vehicle. I asked to see the 2014 Ford Flex and Ford F150 and explained that I had found their online specials in both the Los Angeles Times newspaper and on the dealership’s advertised specials page. We walked the lot and I again reminded him that I was interested in seeing the 2014 Flex and Ford F150 from their online advertisement. He went back into the office to confirm the advertisement online, after looking over the special he began to explain how purchasing a vehicle with cash would affect any opportunity to receive rebates and incentives. I asked him what steps I needed to take to ensure that I would receive a good deal on my new vehicle. He then told me that he needed to get his manager for further assistance.

After about 10 minutes, [redacted] returned with his manager, [redacted]. [redacted] proceeded to explain and make clear that he was only there to support [redacted] with his end of month quarterly sales. [redacted] then asked where I had heard of them and I told them I had seen the dealership’s advertisement in the Los Angeles Times newspaper and also on the Ken Grody Ford-Buena Park advertised specials page. [redacted] pulled the advertisement and I replied, “Yes! That’s the one”. At that time I had hoped that we would begin to move forward with the buying process now that they had confirmed the advertisement, multiple times, and knew exactly what I was interested in. However, that was not the case, instead [redacted] told me, “I can’t sell you this car because the dealership is not going to make any money on the deal. I can’t sell you this Flex as advertised because you are going to go around and sell it for more money. Also, the ad for the Flex ends today, October 28, 2014 at 9 p.m.” (Even though I had arrived at the dealership between 1:00 pm – 1:30pm, well before the 9:00 pm deadline). He then proceeded to show me the invoice of how much the dealer paid for the car and the employee discount, saying, “Therefore you can’t buy the car for the advertised price”.

Despite the negative feedback and unprofessional remarks made by [redacted] asserting that I was intending on flipping the vehicle, I was interested in purchasing the Flex as I need a vehicle for my family. [redacted] made it clear he was running the show telling me he didn’t want to deal with the hassle of negotiation. So since I was such a hassle I asked [redacted] how much he could sell the Flex for, he noted that he could offer me the vehicle at $25,000, however with tax and license fees the grand total would be set at $27,500 with cash in hand, I was still prepared to purchase the vehicle, so once again, I asked to see both the Flex and F150, which they had yet to let me see. I waited for 15 minutes while [redacted] and [redacted] left to get the keys. When [redacted] returned, he noted that [redacted] would not be returning because he was helping another customer. I then asked if he was going to show me the cars in the ad, and he remarked with, “All the cars are the same”(refusing to let me see the vehicles). I responded asking, “So just to be sure, you are saying a fully loaded Flex and basic Flex are the same?” [redacted] simply responded very matter-of-fact, with “Yes.”

Following his response I let [redacted] know that I would like to purchase the fully loaded Flex for the price of the basic Flex, being that he considered them “the same”. [redacted] again told me, “No, you can’t buy that car.” At this point it was clear that I was not going to be purchasing a vehicle, [redacted] was not interested in helping me with my purchase and I was not going to receive quality customer service from the staff at Ken Grody Ford-Buena Park. As I walked out of the lobby, feeling disappointed and disrespected, I noted that [redacted], who [redacted] mentioned was with another customer, was in fact just standing alone not helping any customers.

I’d like to share that despite [redacted]’s personal attack I have been working hard to purchase another family car since my last SUV was recently totaled in an accident. Also, I am a previous Ford vehicle owner and have a love for the brand, and the excellent customer service and standards that I’ve experience from the company in the past. My search for the perfect vehicle has taken many months and I have considered many vehicles, looking for the right fit for my family. Upon finding the ad, I felt relief and felt that I had found the right vehicle for the right price and knew my wife would be happy knowing it was with our trusted and loved make of choice.

I look forward to your reply and a resolution to the problem created by Ford representative [redacted]. Please contact me by email [redacted]@gmail.comDesired Settlement: To resolve the problem, I would appreciate your upholding of the advertisement special at a similar affordable price

Business

Response:

We apologize for the actions taken by our representative, [redacted], also, we will definitely honor the advertised price of the Flex and/or F-150. Please contact our General Sales Manager, [redacted] or our VP, [redacted] at (714[redacted] They will work directly with [redacted] on finalizing this transaction for him.

Review: On Monday August 24th I called Ken Grody Ford service center to inquire on bringing my vehicle in for repairs on shifting problems. I was basically told to bring my vehicle in and they could have repairs done quickly. I had my vehicle towed there. The service advisor, [redacted], kept telling me it was covered and then telling me that it might not be and I would have to pay. The ETA for my repairs being done kept changing. I was told my vehicle repairs would be done early the week of the 31st. On either Sept 1st or Sept 2nd after realizing the story kept changing and the repairs wouldn't be done as told, I got in contact with [redacted] who is the parts and service director. I found at that [redacted]e they had not even found what was wrong with vehicle yet. I was told then that vehicle would be ready the end of that week or beginning of next. I called Tuesday the 8th of Sept and was told my vehicle would be great the 9th. Called the 9th and was told the 10th. Now called the 10th and was told the 11th. Every [redacted]e I address that the story and promise date keeps changing [redacted] or [redacted] get defensive and make it sound like I made up the promise date. I've been without my car now 17 days for what we have found is a defective clutch. Parts didn't even get ordered until Sept 3rd. This is absurd and an unacceptable amount of [redacted]e to have waited.Desired Settlement: I would like my repairs to be done immediately so that my vehicle can be back in my possession. Additionally, I feel o should be entitled to a refund of the $100 deductible I'll be paying when my vehicle is ready for pick up. I should also be reimbursed for each day I've gone without my vehicle due to their negligence.

Business

Response:

Customer had the vehicle towed in on August 25th @ 9:06AM. We informed them that due to heavy volume of vehicles coming in for repairs that we would not be able to look at it until the following Friday. Customer called at 10:58AM and asked that we hold off looking at the vehicle as they were going to tow it out and trade it in at a Nissan dealership. At 6:02PM Friday (08/28/) @6:02PM (Service department closes at 6:00PM) she left a message that she would like us to look at it and proceed with repairs. Unfortunately, due to her call coming in after hours, we were not able to reschedule until the following Monday. She was informed that we had pulled it from the schedule but we would put it back in and get it checked out ASAP. this put us back an additional three days. Her service writer informed the customer from the beginning that if this was a worn out clutch (vehicle has 0ver 67000 miles on it purchased from us used) that this would be considered a "wear item" (like brake pads) and may not be covered under their extended service plan. At some point the rental car that the customers extended service plan covered got totaled in a car accident. Of such was the nature that Enterprise Rental Car was not willing to offer a replacement. The customer called me the first week of September and voiced her concern of needing the car back right away and was very concerned that the repair would not be covered. Her concern stemmed from the fact that if this was a customer pay situation, it would be around $1500.00 plus the rental would not be covered. As I have a long [redacted]e technician back ground, I examined the parts myself and placed a call to Ford Motor Company to insure the repairs would be indeed covered by warranty. I informed the customer that at best we would be looking at a completion of repairs on the 8th or 9th of September, however should parts be an issue it could run into the end of the week. The customer kept attempting to get us to commit to completion dates that we knew were not reasonable. Never once did we change our story as stated above.Additionally, I waived the $100.00 deductible without the customer ever even requesting it. We also extended the following(all without the customer requesting it);1. A complete detail ($150.00 Platinum)2. A full tank of fuel.3. A car payment reimbursement of $302.00 It is our hope that these gestures were well received and went a long way to helping the customer (customers) out of a tough situation.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I received the check, waived deductible, and finished car with a full tank of gas and detail. I accept that as everything Ford is going to do to rectify this situation and also see it as an admittal of having done bad business.

Review: Ken Grody Ford did not have the truck I wanted on their lot so I found one at a dealer in Las Vegas. They told me they could dealer trade and have the vehicle for me by the following week. I did all necessary paperwork and left a check which would be the down payment. During the time in the finance office they constantly kept trying to sell me an additional warranty which I refused. They did however sneak it in. Three days later I decided to call and ask when my truck would arrive and nobody could help me. I then contacted the dealer in Las Vegas and was told that they do not do business with Ken Grody due to past bad business deals and they would not dealer trade the vehicle. I stopped payment on my check and drove to Ken Grody to find out what would now happen. Instead of offering a solution they called my names and put a hold on the truck in Las Vegas so I could not buy it direct from the dealer in Las Vegas. They do not follow ethical business practices and try to gouge their customers for thousands. I have seen numerous complaints and do not understand why they are allowed to do business as they do. Very frustrating to those looking for a honest dealer to purchase a car.Desired Settlement: A desired outcome would at least be for Ken Grody to accept responsibility and apologize for behaving in such slimey and unethical business practices. It is not fair for a business to operate in the community and not care about the customers who come looking to purchase a car. The least they can do is be honest and deal in an ethical manner instead of lying and trying to cheat their customers.

Business

Response:

Dear [redacted],

first of all I want to apologize to you and I want to take full responsibility for the whole transaction in terms of your dissatisfaction, there is a explanation that defines our steps that were correct but they did not reflect the real effort put into action by our management team, perception is reality and I can see how you would think we really did not do things correctly, but just let the record show that indeed the night you left I believe it was to go eat after negotiating for some time we called team ford and talked with the new car manager and we were authorized by him that indeed they would dealer trade your truck to us, That is why we proceeded to call you and finalize the transaction that night, we also reported the vehicle sold under your name to ford motor company so it would not get sold between Saturday and Monday which would of been the day we were planning on picking it up for you, most dealer trades finalize on Monday thru Friday because the accounting departments are in office and out of office on the weekends, so we finalized deal with you and team ford so we thought, Monday morning we call team fords new car manager he is off, so we talk with the fleet manager to finalize dealer trade and she said we will not dealer trade with us because the prior week they requested a dealer trade from us on a focus st and we had sold the vehicle and she thought we were just saying it was sold and that we just did not want to dealer trade it, that was not the case however, she denied our dealer trade for that reason, we even explained to her that the dealer trade was already approved by her new car manager her words were again no, being that the truck was very specific with its 3.73 axle and heavy duty trailer tow package and specific on engine and color that made it difficult but doable, being that you have done business with us in the past and we had a working relationship we wanted to make it happen for you, unfortunately it did not go down as planned, we have learned some valuable lessons regarding dealer trades, and this will change my current process, for example in the future I will only take a deposit and I will not do any paperwork until the truck is in our possession, that's just one of many other changes in policy from this event.

To make a long story short we all want to say we are very sorry, we would still love to sell you a truck, if you purchased a truck already we would love to give you something for free like a spray in linex or bedliner for your dissatisfaction we all feel very bad about this and we want to make it right any way we can, if you have not purchased a truck I would love another shot if indeed you would give me personally that opportunity, if you purchased already please except my free offer.

again I am very sorry and we do take full responsibility, please forgive us, please. here is my personal contact information to take my free offer if you purchased if you have not please give me another shot.

Sincerely,

VP-Owner

Ken Grody Ford

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I purchased new vehicle on Nov 06, 2015. I had trade former my vehicle, and dealer should be return former my vehicle and paper work. But this dealer didn't return my former vehicle nor any paper work in month. I called sale's person who sold new vehicle to me his name is [redacted] I called him more than 10 times in month and make sure to him to return my former vehicle and paid my trade balance. He kept saying lies, and he didn't know how to return car nor paper work. Finally, I email to dealer's owner, so dealer return my former car and balance after month. I made payment both in month because stupid dealer didn't return my former car. And this dealer never say sorry to me and too expensive!!! This dealer should be closed and please don't go!!!!

We called Ken Grody dealership at 8:30pm in response to an add we saw For a truck. We spoke with a salesman who confirmed he had 1 of the 2 trucks we wanted and he had the keys in hand. At 8:50 we called to say we on our way and

traveling about 30 miles to get there. He said no problem and that he'll be there andstay so long as we are there before 10pm.

We got to the Buena Park area around 9:20pm and were told that the truck was sold. When we asked how that happened and were told that the guy who purchased the truck had been there for 4hrs.

We believe it's awful to conduct business like this and don't appreciate ourtime being wasted.

Review: Kel Grody's website had a internet sales add that had a clearance price for a 2013 Ford F-150. After rebates the truck came to a specific price. Once you drive down there they tell you they can't sell the vehicle for that price. Add was obviously a way to get people in and try to rip them off. False advertising 100%.Desired Settlement: Stop printing false advertising!

Business

Response:

Dear Ms. [redacted],

My name is [redacted], and on behalf of Ken Grody Ford, I want to apologize for any inconvenience you may have experienced during your attempt to purchase your vehicle. As proud holders of the President’s Award for tenyears, I can assure you your complete customersatisfaction is my number one priority. I will do everything in my power to ensure your completesatisfaction.

As the Vice President and Co-Owner, I personally pledge to take care of you and I will honor the advertised price you saw offered on our website. I will be working with you directly from here on out, so I can personally see to it you are completely satisfied. I will honor this for ten days from the receipt of this email for you to communicate with me about your deal. At your convenience please contact me, I have included all my contact information below to finalize the transaction.

Looking forward to your response.

[redacted]Signed[redacted]

Vice-President & Co-Owner

Ken Grody Ford Automotive Group

[redacted]@kengrodyford.com