ComplaintsforKen Ganley Ford

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December 2023 I purchased a vehicle and it still hasn’t been titled. The dealership has severed communication and I have no idea what is going on, they have told me on 2 separate occasions that it was titled and it wasn’t. I request to forward all emails and texts as they will provide the history of what I’ve been going through. I have an email history that I can’t attach and is very important. Is there an email I can sent them to? The texts are only showing they will not call me. Thank you

  

  Business response

  05/30/2024

  On May 23, we overnighted a package to the customer which included a check for $837.85 (which was originally included & charged in the deal for registration), bill of sale, security agreement and insurance card which was everything they need to get the plates.  On 5/29 the customer contacted us to let us know that they finally were able to get their plates so this should be resolved now.
  
  

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a 2020 Ford Expedition from this dealership. It was certified preowned vehicle. When I received the car, the rear bumper was loose. I sent them a video the minute I received the car showing that the rear bumper clips are broken and it’s loose. They asked me to take to a local Ford dealership to get an estimate. I got an estimate for $2,018.15. I emailed Mr. ******* asking him to approve the repairs. He said his service department is saying the bumper can be replaced for less than that. It seems that he’s comparing repairs cost in Ohio compared to California which is more expensive. I explained to him that I have no control over the estimate and it was from a Ford dealer (as he requested). Furthermore, the car had no floor mats. I confirmed with the sales rep to make sure the car is not missing anything. He confirmed the floor mats are there. I emailed/texted them showing the car had no floor mats upon delivery. They said they will ship me new floor mats. It’s been months and they haven’t approved the repairs nor they sent me floor mats. I had to buy floor mats for $218.97. I bought the car on Nov 21st, 2022. I received the car around early January 2023. I have been emailing the dealer back and forth since Jan 2023 till October 2023 with no sight of resolving this matter. I bought the car for $38,997.30 plus I paid for the shipping around $1,800. The business committed to provide a certified preowned vehicle. Deal #****** Cus***er #******** Stock #******* VIN# ***************** To resolve this matter, they need to pay me for the repairs cost and the floor mats costs. Thank you

  

  Business response

  01/13/2024

  We have spoken with **** ***** and agreed to reimburse him for the cost of the floor mats and also pay for the repairs to his bumper. We are sending him a check to cover the total amount. 
  

  Thanks!

  *** ******                                     General Manager

  Customer response

  01/20/2024

  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.

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had my engine replaced under warranty in April 2023. That week the entire vehicle shut down while driving because *** Ganley Barberton did not reattach the camshaft (sic). After that I began smelling what turned out to be burning oil. A head gasket had gone bad on the new engine that was installed. Ganley fixed the issue in July. The smell of burning oil then became worse and there was visible smoke. I was then advised by ****** that another head gasket on this same engine that was replaced under warranty (for burning oil) was broken. This was in September. On 10/19/23 Ganley called to tell me they sold the loaner vehicle I was using and that my car was fixed (second head gasket.) As soon as I turned on my car there was a new grinding/rattling sound from underneath. I told Ganley about it. They said they would look at it. Called today, 10/20, at 11am and said the problem was a loose heat shield and they would be dropping it off soon. Then 3 hours later they called and said when the ****** went to drive the car it was still making the same sound. I have been jerked around endlessly, and lied to. Now I am expecting to get a car back that is in even worse condition than when I dropped it off for the initial engine replacement under the warranty.

  

  Business response

  11/29/2023

  His 2014 ****** Outback came into our service center on October 2nd with ******* miles on it stating that he smelled burning oil while driving. We replaced the timing cover gasket, water pumps and cleaned the engine to fix the oil burning smell.  We found a rock in the heat shield and put a clamp on it to address the grinding / rattling concerns. His complaint dated 10/20 states that he was expecting to get the vehicle back in worse condition but we havent heard from him since he picked it up on 10/25. Also, he did not receive a complete brand new engine in April 2023, he received a ****** short block with his original cylinder heads. The vehicle is 10 years old with over 134K miles, we have address and taken care of all of his concerns since he purchased the vehicle on 4/4/2022 with ******* miles on it.

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2016 Dodge Journey from Ken Ganley in Norton at the end of April. I made an appointment to come to the dealership and see the vehicle and take it for a test drive. When I arrived at the dealership, the vehicle was no where near ready to test drive or even really look at. The Journey was still in service and up on a lift. The vehicle had several issues that needed to be repaired from the get go. I told the sales person I wasn’t interested in the vehicle because of the cosmetic work that needed to be completed, and that I could even test drive it. I would be looking at another option elsewhere. The sales manager then got involved and asked if we could at least run some numbers and see where the situation sat form that side of thing’s. I reluctantly agreed. The Sales manager said that if we could get the numbers where we needed them to be, they would take car of all of the issues with the vehicle. When the sales associate returned, the monthly payment was $26o more per month that where I wanted to be. They also only offered me $2000 for my trade in. I let the associate know, that we were very far off form where I wanted to be on the vehicle from a numbers perspective especially considering couldn’t even test drive the vehicle. I was going to look at another vehicle at another dealership that I spoke with earlier. The sales manager got involved again and went back and forth with me regarding the numbers and the issues with the vehicle. I said no about 15 times, and the pressure just didn’t end. He assured me that the vehicle’s issues would be solved and that it would be ready to go. After several round’s of objections and counter offers, the sales manager offered me $4500 for my trade in and lowered the monthly payment well over $200 from the original offer. I asked why they didn’t offer me this from the beginning and his reply was “I just want to make a deal”. I told him I was still uncomfortable with the situation because the car was up on a lift and torn apart. I couldn’t test drive the vehicle, and there was a decent amount of cosmetic damage to the vehicle. He assured me that If I agreed to the deal, it would be contingent upon all of the issues being fixed. That was even written on the quote from the sales associate. The sales managers exact word’s were “it will be ready to go for you”. A week and a half later when I picked the vehicle up, there were issues immediately. I picked the vehicle up on Friday May 5th. I had to drive to Columbus from the dealership. The passenger side mirror was still busted and had a huge piece cracked out of it. The Navigation system was not working, There was also a severe rattle and shake in the steering wheel and front end of the car while driving on the freeway. The Air conditioning also blew hot air on the passenger side and cold air on the driver side. I called the dealership the following Monday May 8th to report the issues. Since that initial service call I placed on 5/5/2023 I have had the vehicle back at the dealership 8 times. Most of the issues have been repeat issues or issues that never got repaired. I have had to bring the vehicle in 8 times for significant service issues. This vehicle has had the following issues over the las 4 months. Navigation system not working ( the system needs an update. The sales associate said he would have someone from Chrysler reach out to me to fix the issue. I still have not heard from a single person yet) Power Steering pump replaced twice Right front axel replaced twice Tires rotated and balanced (which I paid for even though the vehicle had the shake since the very beginning which I identified to them and was never remedied the first few times I brought the car in, and this still didn’t eliminate the shaking and now there was a noticeable squeaking while driving and breaking) Rotar’s machined (even though they originally called me and said I had to pay for new Rotar’s and brake pads. That is where the shaking and squeaking was coming from. I said this has been happening since I got the vehicle and have brought this vehicle in no 3 or 4 times and it keeps having the same issue. I had only had the vehicle for a few weeks and it has already been here for issues that should have been looked into during the inspection prior to sale. So even though they wanted a to charge me around $600 for new rotar’s and pads, they just machined the rotar’s (not replace like they wanted me to pay for) and did nothing with the pads. The brakes still squeak) After the rotar’s were machined the squeaking came back within 24 hours. I brought the car back up and instead of replacing the rotar’s and pads which they originally wanted to charge me to do and obviously needs to be done or done before I got the vehicele they told me a pin was out of place. That was causing the squeaking. Unfortunately that didn’t eliminate the squealing brakes. That’s still happening. Hub Bearing replaced ( the service AWD, ABS and traction control alarms all came on at the same time, They wanted to charge me $888 to replace the hub bearing after nearly a week of trying to figure out what was going on) When I picked up the vehicle after the Hub Bearing replacement, I wasn’t even out of the parking lot when the air conditioning was blowing hot air on the passenger side and cold on the driver side. For the 3rd time over 3 -4 months this scenario occurred again. The first 2 times I brought it in, they couldn’t find an issue. This time I kept the vehicle running and brought the service mgr. out to witness what was happening. His word’s were “yeah that’s blowing piping hot air out on the passenger side, it’s probably an accuator” They replaced they accuator after the 3rd time having the vehicle there for the AC Issue. Two weeks later the service AWD, ABS, and traction control alarms came on again. Same issue with the brake going all the way to the floor and making a terrible sound when initially applied. Sales person recommended that we look into a new vehicle even though I have only had this one for 3.5 months. I said this is the same issue we just got repaired 2 weeks ago. Literally the EXACT same thing. So I agreed to at least look to see if there was something they could do because this vehicle has been a complete nightmare since day 1. I knew however with the amount still owed on this vehicle, that the negative equity would create a much larger payment then I already had for issues that were not my fault. The vehicle they proposed to trade me to hade 20k more miles on it and my payment would go up $200. I said that didn’t seem appropriate considering the amount of time and hassle that has been involved on my end. Why should I pay more and get a vehicle that has even more miles on it because your company didn’t live up to your end of the agreement. This vehicle was supposed to be “ready”. Well it hasn’t been “ready” since the very beginning. So the service department agreed that if was the same issue, ther should be warranty on the work. They asked me to bring the vehicle back a week later so they could check it out. They had a loaner vehicle I could use. When I arrived, the service mgr. asked me towait while they looked at the vehicle, instead of giving me the loaner car like we agreed. This time instead of a week to diagnose, it only took them 1 hour. This time it is the Hub bearing on the passenger side and it will cost me $888 to repair. I have been extremely patient with this company. I purchased a car from them in good faith based off of the conditions that the sales manager offered to me. I have had to bring the car there 8-9 times since May. I totally understand that it is a used vehicle. But to have this many problems this quickly is insane. Most of the issues have continued or have not been fixed from one service to the next. Also most of the items that needed to be repaired are issues that should have been addressed or taken care of on the pre sale inspection. The amount of time I have used to leave work in Downtown Cleveland to take the car to Norton Ohio is also extremely frustrating. It’s every 2 weeks that I have had to leave work early so I can take the car 40 minutes away to the dealership. I have attached some of the service records. I asked the service manager for a copy of everything. He gave me some of them but not all. As well he gave me a few duplicates. I have never had such a bad experience with any purchase of any type like I have with this one. Used car or new car there is no way a customer should have this many issues with a vehicle. Especially the same issues over and over again. A few of the issues still have not been resolved from the very first service call 2 days after I picked the vehicle up.

  

  Business response

  10/04/2023

  Our customer relations manager **** spoke with ****** on 10/4/2023 and offered o cover the cost of the Hub Bearing.  We ordered the part today and as soon as it is in, we will contact the customer to set an appointment and provide him with a loaner vehicle.

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** (Service Manager) with Ganley Ford diagnosed a PCM failure with my truck. This was not the case. Was told that he was unable to get a replacement PCM in. He recommended that I go pull one off the same model years truck, take it to him so he could reflash. I listened to him as this is my work truck and had been sitting there for well over a month. I took the PCM in and had him reflash (process takes no more than an hour). He made me pay and sign so that he would give me my keys back (came out to $480). I was told that they did not fix the issue and that it was a transmission problem. **** then gave me a quote for $5,200 for a remanufactured transmission replacement. I took my truck to another reputable shop and they did it in about half the price. This fixed my issue. Now I am having issues with the PCM that **** and Ganley Ford installed. I tried negotiating with **** but he says there is nothing he can do. I will now need to Replace my PCM again from what **** and Ganley Ford has done and hope they didn’t mess my trucks computer up even worse.

  

  Business response

  01/09/2023

  Our Service Advisor **** instructed this customer verbally and in writing that the PCM is on backorder at Ford with no known availability date. We told the customer that he could provide a 3rd party PCM but we cannot guarantee that it will work and it would not be under warranty.  He chose to provide a PCM and we installed and programed it.

   

  We then informed the customer that the installed PCM did not make a change to shifting issues, and a transmission is still recommended at this time - the PCM will either need replaced again, as the codes could be related and stuck in the used PCM provided, or due to the memory failure of the previous PCM, the codes could have been set but could not retain due to the memory failure of the RAM/ROM. will need to source another PCM at this time - recommend finding a reconditioned/new aftermarket and not a used one.

   

  This was all outlined in writing on the customer copy of the invoice that was given to the customer on November 10, 2023.  A copy of the invoice is attached.

• Initial Complaint

  12/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** ************* *** **** ***

  ***** ****** is filing the complaint on behalf of Mother ****** * ******.
  Constituent's mother had purchased a 2011 Ford Fiesta back in February for $6700. Purchased a 
  warranty with the vehicle. Has not had car to drive since August due to a transmission issue. Dealer 
  stated that it is a part in the transmission that is back ordered. And the part is not covered by the 
  warranty. Cost to fix would be $2000 Constituent says there is a national recall on this part with Ford 
  Fiestas and Ford Fusions. 

  

  Business response

  01/17/2023

  Our sales manager ***** spoke with ****** ****** a few weeks ago and offered to absorb much of the expense and the customer (******) would only be responsible for $500, not $2,000.  The vehicle has been at our service center since November 3rd, not August, and it needs a new Transmission Control Module which are on national back order.  

*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. ↩