Kerlin Motor Company, Inc. — Local services in Warsaw

UPDATE Rick reached out and I came in to go over everything. We settled the payment discrepancy and they agreed to clean the stains and look at my vehicle next week for the current new issue that I believe is related to the new cluster. He was straight forward and so far made me feel better about the situation. Will update after they look at my vehicle next week.

I trusted this dealer too many times with my 22 expedition. This last time takes the cake. They didn’t fix my issue last time under a tsb and I paid $200 for a diagnosis on top of it being factory tsb that was covered by Ford. I said there was an issue with my cluster and they ignored it. This past time they used my aftermarket warranty because lo and behold the cluster was the issue. They told me it would be $700. My deductible was $500. They charged another diagnose fee. At this point she said it was my warranty causing issues. (It wasn’t) I called and talked to them. I wasn’t told it was a diag at first. Oh well I’m out another $200 for something they “diagnosed” the first time right? It’s all said and done and they did an oil change for me as well because it needed done. Total I’m thinking is gonna be $780-$800. I called and paid over the phone they told me $684. I asked you sure? She said yes. I said ok cool. Picked it up that night. They called the next day saying they messed up and read something wrong and I actually owe another $208. I’m thinking ok well I’ll pay the difference between the $684 and $700. Then the oil change. Should be another $100 if that. The new total is $892 all together. I said no I’ll have to come in and pay this time. I want it broke down for me because at this point it was approved knowing the price was $200 more than my deductible. She told me my oil change was $85 plus $40 for shop charge to dispose the oil. Still didn’t add up there. Then she said she read the warranty wrong and they didn’t cover as much as she thought even though the warranty covers national average. Well guess who’s vehicle still isn’t working right? Not to mention the stains they left on my tan headliner and tan seat. I called to see if they would fix my vehicle now since they messed it up as this is a sensor not programmed correctly and they tell me I have to pay the $208 before they will look at it. I was fine with paying the difference of the $16 and the oil change but not for there mistake. I wouldn’t have approved it at this point it’s more...

This was back in March of this year, but haven't gotten around to writing the review. I purchased an Envoy with them, took it for a test drive and everything was great. AC/Heat worked, windows worked one of the doors was kind of hard to open. And the sunroof did not work at all, the track was completely broken. They said that they'd have it fixed up and ready to rock, i asked for a loaner until that time was up and they handed me a really nice Avalanche to drive until i got my envoy back. Which was GREAT, loved it and contemplated buying that from them as well. However, when i went back to get my envoy my front blowers no longer worked and I didn't notice it until i was already about 15 miles away and needed some heat. I waited until the next day to call as when i picked up my vehicle it was about 10 til closing time for them. When i called in, they told me to come on in and they'd take a look at it. I lived in Mishawaka at the time, so this was a HIKE. I get there and have them take a peak at it, about an hour or 2 later they're all done, they find the issue and it's a $100 part and will be about $200 in labor to get it done. I ask, well since i've only had the car for less than a week is this covered? I was told to take it up with my salesman Hugh, so i did. He said that they had already gone above and beyond what they needed to do with repairing my sunroof and door as well as giving me a very nice loaner and that this one was gonna be on me now. While I understand and appreciate what was done for me, I didn't feel right about that. Had i known that i would have been paying for it, i wouldn't have made the long trip there. I would have gone to another shop nearby my home instead of wasting 2 hours on driving one way. And the fact that my vents worked perfect before the sunroof was fixed was concerning. I asked if they tested everything before it's handed back over to the customer to which i was informed yes they do, it's their policy. I still think highly of Hugh and the company, but felt that vents not working upon pick up was odd and not being taken care of felt wrong as well. So, i figure it evens out Great visit with a bad visit to bring it to a 3...

I have always been very happy with the service, so much so I drive from Kendallville just to get my oil changed. Last oil change I, as always, asked for my 2013 Ford Raptor to be looked over carefully. After it was completed I was told my front brakes needed work and would not last until my next oil change. I went ahead and left but was surprised at the wash job on the truck. That is one of the reasons I also went back for my oil changes, was the truck wash, as working a fulltime job and a full time farm, don't have much time these days for cleaning so it was a nice touch. However, it looked like they wiped it down with a cloth that had oil on it, there were streaks on the sides top and rear, very disappointing!! Then almost 5 days later my wife called on the quote they gave me for the brake repair and was told the truck was unsafe to drive. I was never told, only told it would not last until the next oil change. Then because of the emergency situation for the brakes, I set up an appointment with another dealership only to find out the job (new rotors & pads, with labor) was almost a hundred dollars cheaper. Really discouraged that I was driving an unsafe vehicle and didn't know it!! Needless to say, very very disappointed...