Kyle Stewart

Review of Kenny Ross Ford South

I recently scheduled an appointment to have my SYN...

I recently scheduled an appointment to have my SYNC updated as the entertainment system became unavailable" within 23 months of owning the vehicle with Kenny Ross Ford South off of 88 in Castle Shannon. I was told that while the issue I encountered is a known software problem, and while there is a recall for part of the SYNC system that is covered under a special five year warranty extension due to the technical fault, I may also have to pay $100 for them to install the software update. I asked about this and was told that it may or may not solve the problem, but that I would have to pay the $100 regardless of whether it fixed the problem if it was not solved by the covered solution. I indicated that I was not satisfied with this answer, I don t pay $100 for anything that may or may not deliver a solution. It s not that it s that much money, it s that if I pay for the software to work (which doesn t to no fault of my own) then when I leave it should be fixed and it should work. Paula then stated, Your satisfaction reflects on my service, not on the policy of the dealership to which I replied, Then the dealership should know that I will not be satisfied without a resolution if I have to pay to have something fixed and it doesn't fix the problem. She responded with, Well I don t think I want your business then which I have never heard anywhere before. The service manager then came out from behind his desk, Kevin, and went through the issue again. He said, I was threatening Paula with a bad survey (is that a threat?) and I restated, No, I said, if you are asking if I will be satisfied with paying $100 for a solution that you don t end up providing, then no, I will not be satisfied. And if the fix is not made, but I am charged the $100 and I get a survey, then no I won t say I am satisfied because I am not. The problem isn't solved. He then said the following, We don t want your business. You need to go to another dealership. I clarified, Excuse me? He clarified, You need to take your vehicle somewhere else and never come back again! Just to give some context, we have two leased vehicles that cost about $85,000 combined. One of them is up for renewal in a year, the other in six months. We won t be replacing them at Kenny Ross, and I wonder if it was really worth it over them not being able to just guarantee the fix I paid for would work. I called another dealership and they sated that the standard price for a software update was $49, and that if they performed an update (and the warranty work didn t fix it for free) we would either not pay the $49, or they would find another solution. I then contacted Ford Customer Service who confirmed this. What is strange is not only that they told me to never come back something I have never been told before in my life, but that they had apparently made up an even number to charge me which was double what is standard for other Ford dealerships. You can make your own judgements about my experience, and maybe I caught them on a bad day, but one thing is certain, they asked me to never come back, and I will oblige.