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Below is the letter I sent to the Ford Credit. KEN GRODY FORD DOESN’T CARE ABOUT YOUR SAFETY, AT ALL. Van was ok, but when your told you have a warranty, does that mean I have a warranty on my child ? No it doesnt…
First, I would like to thank you for your service in leasing my 2015 Ford Transit Connect wagon. For the most part, my family and I enjoyed the time in our wagon, but unfortunately, the service received from Ken Grody Ford in Carlsbad, California was the reason my family and I turned it in early, as the wagon was deemed unsafe.
Since leasing, I had noticed that oil was collection at the top of the filter housing, relatively quickly. I had cleaned it off and noticed that the wire loom above the housing always was wet.
I had brought it up to the service 3 times beginning on or around July 2016. My service representative informed me they cleaned it up and I was told to monitor the lead, which I did. Unfortunately, it came right back. The next time I was in for service, I mentioned it again, and was told the technician had cleaned it all up really well with brake cleaner and was told to monitor again, which I did.
This time, when I got home, I decided to look underneath for myself. Being an “amateur” mechanic and growing up in a family of mechanics, I wanted to take a look for myself.
Upon removing the fabric dust cover from below the wagon, I was shocked to see oil everywhere, not just fresh oil, but much of it “baked” on to the transmission, lower engine, and lower body panels. I have included pictures for you as well, that were taken upon first glance. This was completely unacceptable.
The next day, I received an email from Customer Service in which I replied and expressed my displeasure and was searching for help. Thinking I was corresponding with a real person (I found out later I wasn’t) I had waited for a reply back.
A couple days later, the service manager did take my wagon back in and fixed the issue. I was provided a rental car while the work was being done.
At this point, I knew I couldn’t trust Ford or the workmanship that stood behind the brand. I had pre-paid for my service and was completely appalled that and ASE certified technician would allow a vehicle that was blowing oil out of there bay without properly diagnosing the issue, and after seeing it for 3 times if not more by this point, as I don’t know if the leak started at mile 1 or mile 20,000. Also, one of the technicians I was talking to about the issue, stated “Well, you have a warranty, and this is covered, so don’t worry about it”. This is true, I do have a warranty, but unfortunately I don’t have a warranty for my only son. If something was to happen to him due to negligent service, I honestly don’t know how I would handle it. Luckily, I found out in time before anything may have happened to him. I’ve worked in the healthcare industry for 27 years now, and it had me thinking, would I say that to a patient? “Surgery went well sir, but we left some of the clamps and instruments inside your abdomen, and noticed a small blood leak in your aorta, but it’s ok, you have insurance, we can take care of it”. I understand that is extreme, but we are all in the business of customer service, and unfortunately, Ken Grody Ford failed miserably.
This is why I terminated my lease with Ford. I had contacted the fleet service manager, Mr. Chris Boduc, via email asking about the issue and received nothing back. I went and purchased another vehicle as soon as possible and returned the wagon to Ken Grody Ford.
I will happily pay the $909.89 left in my lease, but I will be filing 3 Better Business Bureau complaints in hopes for a resolution. They will all state the above. I would simply like restitution of the money I will be paying ($909.89) for a car that was unsafe to drive. As stated, I really enjoyed the wagon, but unfortunately I cannot trust the service.
I look forward to hearing from you.