Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a bumper to bumper maintenance plan for my 2021 **** Mustang. It covers all maintenance that is not caused by an accident or negligence. They refuse to cover the maintenance schedule recommended by ****. I feel this is a breach of contract and they should follow the recommendations in the owners manual for preventative maintenance.

  Business Response

  Date: 06/30/2025

  Thank you for the opportunity to respond to Mr. ********* consumer complaint.  Kendall is happy to report that it contacted the customer, and this matter has been resolved to the mutual satisfaction of the customer and ********************.  It is our understanding there are no remaining issues to be addressed. 

• Initial Complaint

  Date:10/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Service appointment with dealership, 10/28/2024 for 10am. While there to drop car off, they indicated they didn't have an appointment for me. Proceeded to give me information on a "recall". When attempting to find the recall information on ****'s website, no recall information related to my issue could be found. Called the dealership back to request the recall number, suddenly it's a phantom recall, and the tech that provided this information, *****, couldn't be bothered to actually find the "information" and just deferred me to ****'s customer care. While inquiring about the recall number, the very nice lady told me i DID have an appointment and she was looking right at it. ***** stated that **** had recalled the fix for the recall he was speaking about.The issues:1. *****, the tech I spoke with at the dealership, provided what appears to be misinformation.2. The indication that I didn't have an appointment when, in fact, I did and *** was able to look it up immediately when I called.3. Effectively, they lied about the recall for my vehicle, stating "There is nothing we can do". This equates to a refusal to provide the requested diagnostics as the service appointment was on the books. ***** never once indicated that he had found the appointment nor did they give me the choice to have the diags done to confirm the issue was this phantom recall.I contacted **** customer care to inquire about the potential recall. After a conversation with Trinity at **** customer care, they indicated that they would never just remove a recall, even if the fix was being revisited, that there would still be number to reference. I also filed a dealership complaint with **** as this service department clearly just BS'd me to get me out of doing any work.The major complaint is that they have no way of knowing if their phantom recall is even the issue, and without diags, I cannot track a potential fix.

  Business Response

  Date: 11/14/2024

  Kendall had an appointment with the Customer on 11/12 to address the issues set forth in the complaint. Kendall is working with Customer to resolve any outstanding concerns.

  Customer Answer

  Date: 11/14/2024

   
  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.
  
  Sincerely,
  
  **** **********

• Initial Complaint

  Date:01/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1/11/2024 Paid roughly 350 for diagnosis and 80 for parts.Brought truck in with cylinder misfires wanting a diagnosis only. Ended up with no fix and paying 430 in total for those services because they said they couldnt diagnose it and wanted to put new spark plugs and coils on to see if that fixes the problem. 1000-1200 dollars just to see if that fixes it. I took the truck back and had a 3rd party friend diagnose it with a **** dollar code reader in ********************************************************************************** otherwise they have the most incompetent techs in the business. With the software I know that they have, I myself with no experience could diagnose the truck if I had access to that software. The issue ended up being an O2 sensor malfunction. I called today on 1/16/2024 anonymously to inquire if my vehicle had a bad O2 sensor, if they could confidently diagnose it. The service tech said oh yeah 100% we can identify that. I then pointed out that I brought them a truck with a bad O2 sensor and they didnt diagnose it. Whether it be severely incompetent techs, or a scheme to drain my wallet, this service was undeniably awful.They also snuck me in to the schedule less than a week after calling after giving me an original appointment in March. This is because I dont have a warranty and its easy money for them to steal from me. I have known countless others who bring the vehicle in under warranty and they wait months to be serviced. This is because there is no money in warranty work. If its under warranty itll never be snuck in to the schedule ahead of others.

  Business Response

  Date: 01/18/2024

  Kendall had already processed a refund to the Customer the day the complaint was filed. After receiving the complaint the General Manager confirmed the refund had been processed and made a follow-up call to the Customer. To ********************'s knowledge, there are no outstanding issues and there is no further action to be taken on this complaint.

• Initial Complaint

  Date:08/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  See detailed descirption attached "KendallAndFordCompleteWriteUp". Too long to fit in this word box.Note: You can remove names if needed. I included them becuase of the note that said the attached documents "will only be shared with the business for the purpose fo resolving your complaint".

  Customer Answer

  Date: 08/13/2023

  Spoke again with *******************, GM at Kendall. They continue to insist "this is a *********************** problem" and said my only options are to authorize the repairs or retrieve my vehicle.

  Business Response

  Date: 08/24/2023

  We have investigated the Customers BBB Complaint. The Customer is experiencing transmission issues he has never had his vehicle serviced at Kendall and the transmission issues he complains of are not attributable to Kendall, as the transmission was replaced by an independent shop.
  

  Ford issued a Transmission Molded Leadframe extended coverage for the type of vehicle the Customer owns. As the Customer indicated in his complaint, the extended coverage is a limited 10-year/150,000-mile warranty. The customer confirmed in his complaint that his vehicle is over 10 years old and has 213k miles. This disqualifies him from the extended warranty. Kendall contacted **** to see if an exception could be made, and they denied extending coverage. Kendall is not authorized to perform warranty repairs without approval from the manufacturer.
  

  Moreover, the extended warranty coverage Customer believes applies, does not, per the technical service specifications provided by ***** When assessing if the extended coverage applies, certain codes must be present that indicate there are issues with the leadframe. However, there were no such codes present when the Customers vehicle was inspected. This is why Kendall communicated to the Customer that performing any lead frame work would not resolve his vehicle's transmission issues.
  

  The Customer is outside the parameters for extended lead frame coverage, and beyond that, no codes were present to indicate that his transmission issues are a result of the leadframe. Our investigation confirmed that Customer spoke with the General Manager *******************, as well as the Service Manager ***********************. However, we did not find that Kendall ever offered to cover the costs of his repairs. Kendall apologizes for the misunderstanding and further takes responsibility for failing to appropriately follow up when the vehicle remained on the lot with no scheduled repairs. Because of this fact, Kendall offered to provide discounted labor for the transmission repairs as a customer courtesy. But beyond that, ******************** has no other avenues for reducing the costs of the Customers transmission repairs.

  Customer Answer

  Date: 10/16/2023

  The issue was NOT resolved. The dealership did not offer any resolution.
  
  Only about a week after I had sold the vehicle privately did they respond. This is an absolute failure on their part.
  
  I am not happy at all with the outcome. I took a huge loss on this vehicle because of their inaction and incompetence. I had around $20k in this vehicle between my initial purchase price and the repairs I had done working to resolve this.
  
  "Kendall apologizes for the misunderstanding and further takes responsibility for failing to appropriately follow up when the vehicle remained on the lot with no scheduled repairs. Because of this fact, Kendall offered to provide discounted labor for the transmission repairs as a customer courtesy. But beyond that, ******************** has no other avenues for reducing the costs of the Customers transmission repairs." This is blatantly false. They could have made the repairs per their word. ******************* lied to me multiple times, saying there was nothing he could do. He could authorize the repair and pay for it. That is within his authority. Or he could talk to his boss and get it done.
  
  Please reach out via email with any further communications. I had just missed any earlier message from the BBB about this.
  
  Thank you,
  
  **************************
  

  
  

• Initial Complaint

  Date:12/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There have been several negative interactions with the service department. All issues revolve around reoccurring themes. Overcharging for maintenance, not fixing the issue that is paid for, and not honoring the work warranty or purchased extended warranty. *********** is always provided to justify bringing the vehicles in repeatedly for the same issue. The event that is leading to this complaint revolves around my father inlaws f250 truck. He brought his truck into an automotive shop as it was running weirdly, and they replaced the fuel injectors, wire harness, and fuel control module. After paying for the maintenance, he left to later have the newly installed fuel injector break off in the engine, ruining the engine. The automotive shop reinspected the damage and sent the vehicle to the **** dealership service department, stating that the damage was a result of a faulty fuel injector and that the parts warranty should cover the continued repair at Kendall **** Wasilla. Kendall later charged my father for the maintenance but states they replaced the warranty item. He leaves the shop to later have more engine-related issues and brings the vehicle back. The service department states there is another fuel injection issue now. This would be the third visit for the same issue and the bill keeps on getting bigger. We asked if the dealership could help with some of the costs and if they could contact **** to report the reoccurring fuel issue as it may be of safety concern. The service department said they would not call **** to report the safety concern and that they would discount the labor. as the customer, we feel they are doing poor maintenance that is of safety concern and they are not honoring the warranty of their work and using the repeat visits to generate revenue and taking advantage of us and other.

  Business Response

  Date: 01/09/2023

  The vehicle was originally repaired at **************. EGM replaced all 8 fuel injectors with **** brand parts and an aftermarket fuel injector control module. The customer left and 200 miles later returned to ************** and they determined that one of the injectors failed after disassembling the engine. As the injectors have a 2 year warranty from **** the customer was advised to have ******************** perform the warranty work on the failed injector. After being towed to Kendall **** we discovered that the injector tip came off and fell into the cylinder requiring the engine long block to be replaced with a remanufactured engine from ****. While replacing the engine, we recommended replacing the water pump and upgrading the cylinder head bolts to head studs while working on it at no additional labor, just the extra parts if the customer agreed. ****************** authorized upgrading his 16-year-old water pump and elected to have the head studs installed. He was quoted an estimate and authorized the additional items that he was charged for. When completing the engine installation we noticed that the check engine light was on for a fuel system problem causing low power. At this point, we asked the customer if he would like us to diagnose the problem and he stated that he would take it back to ************** where they had worked on the fuel system.  Several months later the vehicle was brought back to the Kendall **** store and was diagnosed as needing an injector pressure regulator and injector pressure control valve.  It is also possible that the vehicle had a problem with the high-pressure fuel pump causing the whole issue. This will not be discovered until the two parts are removed to see if anything else on the fuel system has failed on this 16-year-old truck.   At this point, we called ****************** and advised him it would be $3,000 to repair the two issues found. He stated he did not have any money to repair it at this time. His in-law then came to Kendall **** and demanded we repair his fuel system under warranty. We let him know that the injector tip falling off into the cylinder causing damage to the injector did not cause the fuel system failure. He insisted that we submit it to **** warranty, but knowing it was not a warranty item, Kendall offered to perform the repairs for only the parts cost. He stated that he would call back and let us know and left that day.  Several days later, we called and left a message for ****************** that the parts had been ordered and we were still willing to perform the repair.   We are still willing to assist this customer,but at this point, weve done all that we can.

• Initial Complaint

  Date:10/06/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used car and purchased an extended warranty at the time. I was told when we got the warranty that if I ever sold the car or refinance it I could cancel the warranty. I have been pre-approved for the refi at a really good rate, the only holdup is canceling the warranty. I have been calling, leaving messages, and sending emails for months. I have yet to get any response whatsoever. This business is so shady it is unbelievable. The finance manager will not take my call or communicate with me.

  Business Response

  Date: 10/28/2022

  We have reached out to the customer numerous times with no success.  We'll keep trying. 

   

  Customer Answer

  Date: 11/10/2022

  Good Afternoon. 
  Thank you for your help. I am satisfied with the outcome. Kendall **** Responded after bbb contacted them. Issue resolved.
  Thank you!
  ***************************