Chris Palmer

Review of Griffin Ford

Bought my 2016 Explorer from here 6 months ago and...

Bought my 2016 Explorer from here 6 months ago and I recommend going other places to look for service. Also, I advise to not get the extended warranty. Had a wrench light come on that after looking in the manual showed it could be a powertrain issue. The car has 38K miles on it and I ve put less than 10K on the car since purchasing it. When I called and spoke to Angelo he said he couldn t get me in for almost a week. I m like well I have a serious problem as I drive for work and can t go without a car. He said well I have 4 other cars that have transmission issues that need to be looked at before you could even get in. It s not my fault that you re busy. I m talking about my current situation. At the time I believe I knew I had gotten the extended warranty, but wasn t sure. He said he could check and confirm with me later that day and never received a call back. I called the morning of the appointment to confirm because he put down I would need a rental as it would have to be looked at some point throughout the day. He then told me that unless warranty covers the vehicle I am responsible for the rental costs. That he wouldn t know if it would be covered until they did the diagnosis. The morning of the appointment he tells me this! Already frustrated I asked how long it would take the diagnosis and he said 1-1.5 hours so I decided instead of risking it I would stay at the shop through diagnosis and determine then what to do. So now I need to take time off from work as I have to stay with the vehicle. I pull in for my appointment and he wanted me to sign paperwork saying I was responsible for $130 for a diagnosis if the warranty doesn t cover it. However, the used car department might take care of it. I said can you call and ask them and he does, they say they won t pay for it. So I ask what happens if they do the diagnosis and there isn t anything they can find seeing as the wrench lug he has now turned off? He says then you re responsible for the $130. I bought this vehicle from them 6 months or less ago and put less than 10K on the vehicle. I purchased the extended warranty from them and you are telling me that I have the wait for them to do the diagnosis to tell if I m going to be responsible for that!?!? He waited til I called and talked about the rental pricing that would be my responsibility and waited until I actually came in to tell me about the diagnosis pricing. Train your people to be more upfront about that information so they are prepared when they get there. So basically it s my fault and my problem this happened to a vehicle I spent over $30K on at their dealership. If I were anyone going to get a vehicle I would look elsewhere or at least don t go with the extended warranty. Waste of money and they don t care about you as a customer. All they care about is the $$$ they get in the beginning.