Ken Ganley Ford Norton

Hi Adrienne, we are sorry to hear that you were not satisfied with your recent visit to our service department. Our records show that you brought your vehicle in on June 4, 2025 and that at that time your brakes measured at 5 mm. We cannot replace brakes unless they are 2 mm. During that visit, Ashley informed you that you should get your brakes repaired when you come back for your next oil change. At this visit your mileage was at 54,187 miles. You returned on October 17, 2025 and your vehicle now had 65,381 miles on it (11,194 more than your previous visit). The recommended oil change interval is every 5,000 miles, which you were more than double passed. Had you returned within the recommended 5,000 miles parameter, your vehicle would have still be under the warranty guidelines. In addition to putting that many miles on your vehicle, the extended warranty that you purchased from your vehicle point of purchase had expired with an expiration of 5/3/2026 or 61,000 miles, whichever comes first. We contacted Ford for you but unfortunately, we do not make the rules for warranties, and we did not sell you the warranty to you. We understand your frustration, and we did give you a discount on your brakes, but that's all that we are able to do for you. We have all of this conversing between you & Ashley in writing as well. In regard to Ashley transferring you to a service manager, she did forward you to Scott who is our acting manager while the head service manager is on vacation. If you would like to discuss this further, our service manager John will be back tomorrow 10/28 and you can reach out to him at jkirchenbauer@ganleyauto.com or # 330-745-9081.

In response to your reply…on my prior visit that you spoke of when I also still had my warranty, I asked you Ashley to check the brakes that consists of both the pads and the rotors but the service team did not check the rotors (they were pulsing when braking). Per Fords recommendation, when customers complain of brake issues rotors are supposed to be checked. Your team did not and set me home that put my safety at risk. But hey at least you discounted the brake job by a couple hundred dollars which generally means you were at fault to begin with. Also, I would have returned at my scheduled oil change if your service department would have reset my cars reminder or put a sticker on my windshield. Another thing your service department did not do. I did call in regarding that after and you told me it wasn’t a big deal and if I wanted to I could drive 35 minutes back to your location for you guys to reset it. My car never sent me an alert that it was due because again to my point your service department is incompetent. Don’t worry I will NEVER trust your group with my car or my family’s safety in the future.

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Thanks for your feedback on your recent visit to Ken Ganley Ford Norton. It's great to hear that we were able to assist you and that you had such a positive experience.

Thank you for your business and this review. We're happy to hear our team was able to serve you and demonstrate our commitment to great service. If there is anything we can assist you with in the future, please let us know.

Thank you for sharing your experience with us! We're happy to hear it went well and truly appreciate your feedback.

Thank you so much for your wonderful review! We are thrilled that we had the opportunity to provide you with great service. We thank you for choosing Ken Ganley Ford Norton!

Thank you so much for your excellent review! We are so glad that we had the opportunity to work with you, and we are thrilled that you found your experience with us to be a positive one. Please don't hesitate to reach out if you need anything else.

Thank you! It has been a pleasure serving you. Quality customer service is always our number one priority, and we're happy to hear that we met your expectations. Thank you again for choosing Ken Ganley Ford Norton. We look forward to having you as one of our valued customers for many more years to come!

Hi Andy, thank you for your feedback. We are sorry that your experience at Ken Ganley Ford Norton did not meet your expectations. We would like to discuss this matter further to help address your concerns to the best of our abilities. Someone from our dealership will be reaching out to you very soon to address the issues. Thank you again for your feedback. It helps us to get even better.