Airport Ford Service - Florence, Kentucky

Joe Buchert

The Worst. I can't say it enough!
Vehicle was purchased 3/29/23.
Has been in the shop 2 times for transmission issues
One time for sunroof issues- still not correctly fixed.
Three times for screen issues.
One time for dash board issues.
One time for drivers seat issue.
Total time in the shop has been around 3 months.
Here's some of the details of my last session.

On 5/21/24 the entire screen went blank and so did the dash. The vehicle was dropped off at airport ford on 5/22/24.
5/24/24- airport ford still hasn’t looked at the vehicle. They say I am next in line.
5/31/2024- airport ford still hasn’t looked at the vehicle. Jon says he is short handed.

6/3/2024- Phone call to airport ford at lunch time and they couldn’t give me any details and just said they are waiting on ford?
Drove to airport ford and arrived around 4:30pm. Told them I needed an update on my vehicle. One service advisor danced around and kept giving me general information about troubleshooting electric. Finally the person next to him, Jonathan Pearson, spoke up and said the dash was apart. I asked them what they’ve found. He couldn’t tell me. Finally Jonathan went to the shop and spoke with the tech. Jonathan said something about a high speed sensor not working and the tech is still diagnosing.

6/4/2024- Phone call to airport ford around 2pm. They told me they put the vehicle back together enough to test it and then parked it for a while. They then went to check on it and it is still not working so they are back to troubleshooting again.

6/4/2024 – Received VMX at 4:31pm asking for authorization for labor charges to repair the vehicle. Found some wires grounding out in the rear hatch area.

6/5/2024- 8:13am Called airport ford to discuss the VMX from the 4th. He said the VMX was incorrect because he didn’t take into account the warranty. He said I would be charged the $100 deductible. I told him I would not be paying that because this is the third time it has been in for service and I have only had the vehicle 10 days since March 13. He said he would talk to his manager.

6/5/2024- 3:30pm received a call from Jon. He said the vehicle was ready for pickup. He said I would still be charged the deductible. I told him I do not agree with that. He said the screen issues are different issues this time. I said it is still screen issues. He would not listen to anything I said.

6/5/2024- Arrived at Airport Ford approximately 4:30pm to pick vehicle up. I argued about paying the deductible and Jon would not listen to anything again. All he said is it was a different issue. I paid for the vehicle at 4:43pm. The vehicle was pulled around front and I walked around it and found “fresh” scratches on the right rear wheel. I point this out to Jon and said, “Not us. No curbs around here and we don’t test drive the vehicles.” I took a photo of the dash, in their parking lot with the milage at 80,869.4. The service report shows mileage in at 80,864 and mileage out at 80,866. This does not add up. I also have screenshots of when the vehicle was sitting on there lot before they even looked at it with the mileage at 80,865. So they have at least driven it 4 miles and damaged the wheel.

Ford is the worst and Airport Ford is so bad I can’t stand to even look at my vehicle. They sold me a lemon and they don’t care. They don’t care how long it takes to get to your vehicle. They have no understanding of an appointment and they are only good at making excuses. Absolutely the worst communication throughout all the services. I will never buy a Ford again and I will never step foot in Airport again.

Kyle Stevie

Take Mustang GT in, and diagnose it with clutch sensor issue. Quickly take it in and charge over $350 for the sensor to be replaced. Same exact error came the very next day, Put car in to check out on Monday of following week. I called to ask about the known issues w/ the MT82 transmission. Service rep acted like he knew nothing about it. I asked if I could speak w/ the transmission tech at some point to see if he had heard anthing about it instead of waiting 30 days for the transmission tech to become available. Service guy refused to give my number or help b/c I was "taking him away from paying jobs." I told him that it isn't a rush, just when he is free. Typical Ford service we've received b/n this place and Beechmont.

Michael Spille

Disappointed, I scheduled a warranty repair appointment a month ago. They told me that if you can leave it would for a day we should be able to take care of everything unless there is a serious issue. I said fine. No serious issues and it took 3 days to get my truck back. The communication among the team there is horrible. They didn’t know if they were missing parts for the warranty repair or if they just hadn’t looked at it.

They didn’t provide me a loaner. They didn’t even offer to make me whole for being without my own car for 3 days.

I bought a $70k truck with 10k miles on it and after spending all that money on a truck they can’t even cover the cost of inconveniencing me. They didn’t even apologize for it taking so long all they did was say we are short staffed and busy.

Like I said disappointed. Probably will take my truck somewhere else for warranty work. Instead of the one that is in my community. Which I would rather support my neighbors than someone else’s.

Robyn Kwapniewski

Price, work and staff were all wonderful.

Aaron Venable

I went in for a simple part and ended up with a lot more knowledge about my vehicle. These guys know their stuff

Nick Hoffman

Service was great as usual. I had a light bulb out and I was notified of a recall. I scheduled the service online and said I would wsit. I checked in quickly and went to waiting area which was very clean and spaced correctly for the current environment. After sitting down, Mario came in to tell me the recall was for replacing the door latches in freezing and would take about 4-6 hours. He asked if I was ready to wait this long and we decided to forego this for now and schedule a time in the future. I appreciate him letting me know and I will be back soon! Thanks!

Mike Ernst

Great job did what they said in a fast friendly service. Truck is awesome.

Katie Morales

They definitely don't even deserve a 1-star rating. Brought my 2013 Ford Explorer in to get serviced on and they broke my antenna off and then denied it!! Going to contact corporate, I trusted them to fix my suv not break something and then deny it.