Reviews
On the fence about this dealer
I went in to look at a specific vehicle. The sales rep that helped us said it was sold. He then tried to find something else for us, but kept wanting to push us out of our budget, and it was obvious he didn't listen very well. He also told us that we could only negotiate, at most, $500 off the sticker price on any given vehicle. The vehicle kept appearing in online searches, so I emailed the dealership, where I learned that it is still available. Would be a 1 star review, but the lady who has been emailing with me has been very pleasant.
Incompetent
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.
Hello Paul, thank you for taking the time to share your experience. We regret that this situation has not been resolved to your satisfaction. We would appreciate the chance to discuss this matter further; please contact us at (888) 461-0896 and we'll do our best to make this right with you. We hope to hear from you soon.
Purchase
Very accommodating, goes the extra mile to find you what you want
We are happy we could make your experience a positive one! Please let us know if there is ever anything else we can do for you! Safe travels!
Don Franklin #1
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.
Don Franklin London Ky
Amazing customer service. Great sales people. Great cars. Misty Found the perfect car for me.
Hi Sheila, thank you so much for your positive comments about Don Franklin Ford Lincoln, LLC! We're glad Misty could help you out. Please let us know if there is ever anything else we can do for you!
Awesome Dealership
I have been working with this dealership since they just started operating there previous location on 25. I have always been treated with respect, and a generous proportion of urgency. The last vehicle I bought from them a 2019 Ford F-150 was actually after normal business hours, and everyone stayed over and haggled with me like and good buyer needs haha. I can promise I will be back for my next purchase!
Purchased a 2018 Continental Lincoln
Kevin was very professional and easy going. All salesmen should emulate his approach.
William, thanks for your praise and kind comments about Kevin. We're glad to hear you enjoyed your visit with us. If there's anything further we can do for you, we are happy to help!
Almost perfect
Almost perfect buying experience. Only let down was unable to negotiate price over missing features that were advertised.
Don Franklin in London, Kentucky
My salesman was Steve Smith. He made the process of purchasing a vehicle from out of state (I?m in California) easier than I thought possible. Steve was a pleasure to work with and answered my calls at all times even when I forgot the time difference he responded immediately. The dealership is lucky to have him and the others I worked with during the purchasing process. I can?t say enough good about Steve. - Chris
Christopher, thanks for your praise and kind comments about Steve! We're glad to hear we delivered such a great experience. If there's anything further we can do for you, we are happy to help!
Highly recommend this dealership
Looking for a car for my wife we saw one on the Don Franklin website that seemed to fit what she wanted however it didn't have the panorama roof. Since her 'wants' were very specific and the time frame was short we did locate and purchase the car at another dealership. However, if time wasn't a factor I have little doubt we would have bought from this dealership. Steve and Whitney were great to work with and I have assured them they will be under consideration when I purchase a new truck in a couple of years.