Don Franklin London Ford Lincoln

Ford So Ford Motor Company, as a company, is terrible. Franklin Ford in London, KY is an absolute joke. A while ago I posted pictures of the factory... scissor jack that came with our Explorer. It bent in half when used, shot out from under the car, causing damage to the car. Broken jack, damaged car. Calling Ford customer service results in them saying they basically want nothing to do with it and said take it to the dealer and tell a manager. Chase, the general manager at Franklin Ford in London tried to not only get the jack away from us, and I’m sure it would have disappeared, but he was annoyed and obviously did not want to deal with it. He didn’t understand why Ford would tell us to come to them. Chase takes pictures and says he will work on it. Even gives me his cell phone number. Lot of good that did, he refused to answer or respond to texts. I eventually had to stand in their showroom and say I wasn’t leaving until he came out. He handed me off to the service manager who told me I had to call Ford again on my own to see if I could start a claim on my own and get him a case number. So after arguing with Ford again, with another person who barely speaks English, I finally get a case number. I have to give that to the service manager too. There is a pattern of me doing a lot and these people not really lifting a finger to help. I’m beginning to wonder why they are even there. I keep contacting the service manager and get nothing. He keeps saying Ford is basically sitting on it. He finally tells me if I want answers I should call Ford again. I call Ford’s customer service line, same one I used to get the claim number. They repeatedly told me they could not give me any information, refused to give me the contact info of the department they said made the decision on the claim, and repeatedly said they could not give me any timeframe for a decision to be made. I told them how disgusted I am with the whole process and they kept saying I could only contact the dealership. I reminded them the dealership was useless and kept telling me to contact them. They said they couldn’t help me with that because dealerships are independently owned. They said the most I could do was give negative feedback and they would make a note of it. No help. No one on either side cares. I’ve run myself ragged trying to jump through hoops they keep putting in front of me, and all they will do is knock me back and forth like a ping pong ball while they sit on the issue.

Very accommodating, goes the extra mile to find you what you want

This is the third auto that has been purchased at Don Franklin Ford in London, KY by my family. The customer is treated with respect, never rushed to... make a quick decision about a purchase, and any questions are answered with knowledge about the vehicle. I would highly recommend any one that is interested in purchasing a vehicle to go to Don Franklin. You won't have to look or search at any other business.

My salesman was very nice and courteous. I would have liked for him to be more knowledgeable and have immediate answers to my inquiries about the car instead... of having to find out from other co-workers or sources within the dealership. But overall, my experience has been a positive one and the service department has gone above and beyond to fix things on the vehicle.