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I took my Navigator to Kemp Ford on Monday 10am 14th Jan, 2013. When I got there I was greeted by John Lemuz (Service Advisor), I explained three problems, of which I also explained what I thought it was. Along with the fact I had a Platinum warranty on the vehicle.
1)Starter doesn’t always engage, probably teeth missing on the flexplate, I have experienced this problem before on a previous Navigator I owned. 2) Sometimes, when driving slowly, when the car shifts down into 1st gear, it is a really harsh shift. 3)Thought the Front passenger airspring had a leak.
He said he would “have the mechanics take a look, let me know what is going on, and give me a call”. I said thank you, and left. Later that day, I received a call later that day from John Lemuz and was told the following. 1)Needed a new Flexplate, and Starter Motor. Covered under my warranty. 2.Could not recreate the shifting issue, but the axle required a new yoke. 3.The Airspring isn’t covered under warranty.
I told him, “ fix what is covered under warranty, I will replace the airspring”. I was told “not a problem, it will take a few days to get the parts, I would get a call when the car is ready”.
Wed 16th, Jan 2013, got a call from John Lemuz, telling me that my vehicle would be ready by mid-day Thurs 17th, I said fine, asked what the balance was, I was told, warranty repair $0 cost to me. A little while later got another call from John Lemuz , telling me “a mistake had been made, I had a $100 deductible on my warranty”, I said “OK”.
Thurs 17th, Jan 2013, Got another call from John Lemuz, saying “The car would now not be ready until after 4pm, things took a little longer than expected, also he forgot that there was also a diagnostic charge of $135, for the suspension (airspring), “no problem” was my reply! Went to pick up my car at around 5pm, went to see John, he said “they will take care of you in the cash office”, went to the cash office. Went to speak to the lady in the cash office, waited about 20 minutes for her to deal with a customer, and then when I spoke to her, had my checkbook open, said what did I owe. She replied “Nothing, warranty repair, please sign here”, she then gave a ticket to another employee who went and got my car, he gave me the keys, said thank you! I then left.
So over a week later, Fri 25th, Jan 2013, get a call around 4pm from John Lemuz, Kemp Ford. JL-“Mr. Hartley, when you picked up your car last week, you just took off without paying”, ME- “No, I went in the office, she showed me the bill that she asked me to sign, that had a zero balance”. JL-“Yeah, but you knew there was a balance, and you just took off!” At this point I have to say, I became extremely upset, and did use some pretty bad language (as I normally do when I am more or less accused of stealing!) JL then stated “there is no need for that language, why don’t you speak to me like a man!” ME- “Are you %$#*&NG kidding me, you make a mistake, call me a thief, and I need to speak to you like a man? I need to talk to you manager right now!” JL-“OK, I’ll have him call you” At that point I hung up!
While waiting for the call, I got in my car, drove up to Kemp Ford, when I got there, said to John Lemuz “I need to speak to your manager right now!” he pointed me to his office. (this guy was supposed to be calling me back..) When I walked into his office, Michael Smith was listing to some music on his computer. After turning this down, I explained the situation, he said “But you still owe the money!”, and why was I shouting? (it wasn’t obvious?). I replied, “because I don’t like being called a thief, when you make an error! Just give me the bill”, and put my debit card on his desk.
So we walk over to the cash office again. The only person from Kemp ford who even got close to an apology was the lady who I dealt with previously in the cash office she said “I am so sorry for the confusion, and I apologize, we’re only human” to which I replied “Look, no problem, but why phone me, and call me a thief? When in order to get my car, I have to come to the cash office, sign the invoice, you then have to get a driver to bring my car, all before I can leave?” Michael Smith then says “I believe you!” ME- “What do you mean you believe me? That is what happened, and the only way it can happen with the pickup procedure you have here!” Michael Smith then says “You know what, we’re done!” and walks off.
Quite simply, if they had just called, said there was a mistake made in billing (which there was), could I come up and take care of it. No problem, but don’t call and say I just got my car and took off, because that is simply not what happened, I paid the bill which I was asked to sign, and then after their employee brought my car I drove away.
For this reason, I will never go anywhere near Kemp Ford, even if they paid me!! Pathetic is about their level of service, and when they make errors don’t expect an apology, expect them to call you a thief, and talk to them like a man!! Rediculous!
:mad:I went in for a $40.00 oil change. the service tech said a bulb needed replacement.. cost two dollars and fifty cents. I said fine. When they handed me the bill , they had charged me $27.00 for the labor for putting in the bulb! When I questioned the labor charge the service manager Michael Smith said ” honey I got to pay these workers”. Disgraceful