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September 2024 by Ryan Lush
I cannot recommend to someone enough to stay away from this Ford dealership. I had the most miserable and mediocre experience and ended up trading in the vehicle I purchased 4 months later.
First: forced addendums. The price you see online will not be the price when you sit down with a salesman. They do this to 'get you in the door and look at the vehicle'. Go somewhere that doesn't do this. You do not acquire 'customers for life' as the dealer states this way. This is a disingenuous at best and a flat out lie at worst. There are plenty of other car dealerships, and Ford dealerships, which do not practice forced addendums.
Second: I purchased a 2020 Escape. The vehicle was absolutely filthy upon viewing it and it had been in their care at least a month. The finance manager's response to the vehicle condition was to blame the high school students who wash the car...not himself or the student's manager. The correct answer was, "Yes sir, we'll get that cleaned up for you immediately". In retrospect, I cannot believe I completed the purchase of this vehicle but I wanted it really bad and looked past all this to buy my first newish car.
Third: I spent close to an hour at the dealership after completion of the sale because the sales staff did not have the Ford door code to access the vehicle without the key. This is a Ford dealership and they had this vehicle in stock for over a month... and had to take the car to the back to pull the code from the car before giving it to me to leave.
Finally: After leaving the dealership, I notice my driver side mirror shaking violently as the car got up to speed as well as the vehicle shifting and behaving funny. If you take a test drive at Pinnacle, don't let them railroad you into a short test drive. I didn't notice the mirror viewing the vehicle so it is arguably somewhat my fault, but Pinnacle was less than sympathetic about this and basically told me you should have caught this before you bought it and was no help whatsoever. I never spoke with Pinnacle about the transmission because I drove the vehicle for a couple months before I was convinced something was truly wrong with such a relatively new low mileage car and was so upset with them refusing to help with the mirror. I did get this mirror fixed and it cost me personally over $800 after labor because the vehicle was a Titanium trim and had the most expensive mirror. Obviously, Pinnacle wouldn't help me with that after the sale was final because they knew how expensive it'd be and I was already stuck with it.
To top everything about this experience off, the 2020 Ford Escape was the biggest lemon of a car I have ever briefly owned. I traded in a 2005 Escape I had 11 years for it. I have never driven a worse shifting vehicle in my life. I took this vehicle in for warranty transmission service several times after owning it a couple months to Paul Miller because I refused to get the vehicle serviced here. After several visits and $1000+ of covered service completed, the problem persisted and I decided to trade in the vehicle for a Honda CR-V. The current Ford fleet of transmissions is plagued with known issues.
Go somewhere else to get a Ford, most mediocre Ford dealership in the state of Kentucky. My salesman Hunter was a rockstar and that is where my praise of this Ford dealership starts and ends.
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September 2024 by Margaret Babb
The service was great. Everyone is friendly, respectful and eagle to help us out.
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September 2024 by Jared Gaiennie
Best service experience I have ever had!
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September 2024 by Linda Macias
Great service and very nice people
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September 2024 by Ethan Hall
The buying experience with Thad was great. On the way home, our vehicle (still under factory warranty) developed transmission issues. Took it back in, service department texted the next business day and said that the transmission was going to be replaced under warranty and it would take about a week and a half. They had supplied us with a loaner, so it was no big deal. After the week and a half came and passed, I attempted to call the service department for an update. I left multiple messages that day, with no response. Called again the next day, same deal. Finally got in touch with somebody in the HR department. She assured me that she would get with the management team for an update and get back to me within the hour. Once again, no response. Called back towards the end of the day, got in touch with another HR representative. Same answer as previously, she’d put me in touch with management. No call back the entire day. The next day, I decided to drive out to see what was going on. After standing there for 5 minutes in front of multiple service writers, I was finally asked how I could be helped. Explained the situation. He acted as if my car was not even there. After 30 minutes, I was finally told the transmission had just arrived, and it would be another week and a half before it was installed. Multiple phone calls were made over the next few weeks, hardly any were returned. Stopped by in person again, was told “our transmission tech is backed up, we’ll have yours done this week”. End of the week came, multiple phone calls not returned once again. After 2 months of EXTREMELY poor communication from EVERYONE other than my salesman Thad (you the man!), we finally got our car back. Drove it home, realized it still had issues, and returned the following day. 3 days into this visit, I got a call that it was ready and returned to pick it up. So far, so good.
Moral of the story, I don’t I understand how the service side of pinnacle is still in business. Absolute nightmare to work with them and I would advise anyone to do everything in your power to find another dealer/shop.
By the way, before Jared or anybody else from pinnacle replies with anything stating “give us a call, here’s my phone number”, save your breath. The last thing I’m going to do is waste more time waiting on a return phone call from anybody at Pinnacle.
Also I was going to let this go, but the continued bombardment with “Give us a review” texts and emails finally drove me to this. You all might want to be careful what you ask for.
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September 2024 by Rachel Cunningham
They were friendly and nice while trying to sell me the car, but now that we’ve had an issue are completely ignoring my emails and calls. Definitely don’t waste your money on the warranty. They are not covering repairs that should be covered, skip the protective seat coating as well, it does nothing. I would definitely shop elsewhere
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September 2024 by Austin R
Buyer beware!! Bought a used F150 a year ago, been in the shop 4 times for a total of 2 months since purchasing. The service shop is slow and throws on things that aren’t necessary to the repair to run the bill up. Most recently took my truck to a local mechanic who was able to do the FOURTH repair in a year for half the price. He also found issues with the previous repairs Ford did. If you think buying a used Ford from a Ford dealership is a good option you are wrong when it comes to Pinnacle. Not to mention they are unapologetic and unwilling to work with you when it comes to the lemons they are selling up there. You’re better off buying a car off Craigslist than this place. Just refer to their dealer rating instead of the bought google reviews.
EDIT:
Don’t be fooled by their reply, the number left is just the general company number. Called it, of course the manager was out. Left a message and never received a call back. Par for the course with these guys.
Second EDIT:
In the shop again, turbo needs to be replaced.
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August 2024 by Jake Lindsey
Went to look at vehicle listed at $22,498 got to the dealership and drove the vehicle and liked it. Told the salesman I was working with that I had traveled 2+ hours to view the vehicle. To purchase the vehicle listed at $22,500 the price to purchase was $29,550. Adding $7,000+ over sticker price for a vehicle is absolutely absurd to me. I offered $2,000 OVER sticker price and that offer was declined. Just go to Lexington and find a reputable dealer.
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August 2024 by Crazy Days
Maintenance on car was good,one day service no complaints
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August 2024 by Johnathon Davis
Great experience. Knowledgeable staff. Will return for all my services.
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August 2024 by carlos ortiz
Excellent service, thank you. Good technicians work there and the service is undoubtedly the best.
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August 2024 by Aimee Mulder
Michael Laile was our sales person. He is very personable, great at his job and didn’t give us a bunch of mumbo jumbo. We asked questions, he answered them. We told him what we wanted and he made sure to show us all of our options so we knew what we could choose from. Highly highly recommended.
Sidenote: the whole staff was very very friendly and had great sense of humors!
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August 2024 by Alex Rios
Everything went very smoothly! Justin Reed was very helpful, shared everything, and was honest!
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August 2024 by Joseph Hawkins
My wife purchased a newer used Explorer, was told it comes with an unlimited power train warranty for life. Had a problem with it, since we don't live near the dealer we took it to the closest to figure out the problem. I called Pinnacle the day it happened to try and see if that would cover what needed to be fixed. No answer, left a voicemail. Next day, same thing, had the dealer the vehicle was at fix the problem, we couldn't be without a car until I got an answer. $2,000 problem fixed out of pocket... Here we are, 2 weeks later, call and voicemail left with multiple different people in different departments, NO ONE has called me back. It's like no one works there, heck a few times no one would answer at the receptionist desk either. I guess you can say a car has a warranty, but if you never answer or return calls then the company isn't liable for repairs. Heck it might not be covered, but I guess I'll never know until I drive back out there one day and see if anyone is working.
A fun fact about buying a used vehicle from there, usually you see the advertised price, then obviously tax, tag, title etc added on. What they don't tell you, at least on hers and I'm sure on others until going over the paper work to purchase, they tack on another $2,000 for some bullspit hudson protection package you can't opt out of. It's not some warranty or anything like that, it's a ceramic coating and something else already on the car. You'd think they'd just have that price already added onto the sale price of the vehicle. But I guess to just pull a fast one on you and make it seem like they have good prices until you get to the bill and show you an add on of $2,000 that isn't negotiable after you're already dead set on a vehicle. I'm surprised they didn't charge extra for the tires.
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August 2024 by Ladonna Webster
What a wonderful experience! Josh & the entire team made it so easy. Will absolutely go back to Pinnacle Ford for our next car needs and you should too!
