Customer Testimonials
While I do understand company policies, I ended up paying to replace the entire (electronic) steering rack on my 2011 Fusion out-of-pocket. That was nearly 2 years ago. Then, nearly a month ago, the new rack and pinion went out again. They replaced it (under warranty) and let me know that it had a 2 year warranty. The first replacement (2 years ago), they left the swaybar mounts loose and did the same thing this time too. And this time, they didn't reattach the underbody clips, leaving the plastic pieces to flop around. Both times I have hired a mechanic to correct those ... Read More Google - Jul 4, 2023
I ordered a car with them and Amy was wonderful about keeping me updated on its progress. When it came yesterday, Ryan picked me up and got us taken care of quickly.
Very helpful and willing help you in anyway they can very nice people
Great customer service in the service department.
I have bought quite a few vehicles over my 50 years of driving and I have to say this was the best most pleasant buying experience I’ve ever had Very friendly and not pushy like most dealers I highly recommend Don Franklin for next vehicle purchase I know I will
Absolutely amazing experience with this dealership. I drove from Arizona to Kentucky to purchase a new Ford Raptor because of the fair pricing and trade in value of my vehicle. Wish this dealership was located in ArIzona. I will continue to purchase my vehicles from this dealership and drive back to Arizona.
Thank you Don Franklin Ford Lincoln for your partnership with Goodwill Cars to Work. Gary Marvich and all Don Franklin staff are so kind and respectful. Thanks for helping us change lives.
Very well stocked!
Very friendly group at Don Franklin, highly recommended!
I want to take a second to thank Neal, Larry, and Red for helping me get back on the road quickly. My wife and I are from Georgia and where in London staying in our RV. I had an issue with the computer in my F-150. I was at the dealership when they opened and after explaining my situation they where able to get my truck right in and had us headed back home in no time. When it comes time for a new Ford I wouldn’t hesitate to make the 300 mile trip to buy from Don Franklin Ford. ... Read More Google - Jun 7, 2023
After purchasing ten vehicles from Don Franklin over the last 14 years, most of my experiences with purchasing and servicing vehicles have been positive. There have been a few times something didn’t go well. In those instances one of the Franklin’s or their managers has stepped up and taken care of the situation and made me feel valued as a customer and a person. Things might not always go right but they will do everything possible to make it right.
Love the people there they are awesome...
Great service department. Comfortable to wait, FREE COFFEE, relaxing and clean waiting area.
I have loved every thing about the service we have received on our 2019 F150
Derrick was helpful and patient with us during the buying process. We appreciate all he and the staff did to help us! Thank you!
I’m always satisfied by the time I leave there.
Don Franklin is where I have all my maintenance done on my ford. Super fast and knowledgeable.
Love the quick lane for oil changes.
I would highly recommend this dealership they go above and beyond for their customers and making sure that they are well taken care of. All of the employees there are so very helpful and exceptional.
Service here is perfect every time I go I bought my car new here and have only had it serviced at this location they are the best very accurate and friendly from start to finish
They took care of me 👍
Everything went speedy and I felt like I was at home at this dealership. Outstanding!
To be perfectly honest I made them work pretty hard to earn my business and they did everything in their power. I drove away with a new car and a payment I could afford. Pretty happy customer.
Wade is truly amazing and treats his customers like family! He explains everything and always has my car all shined up!
Great
Friendly good people to trade with fair deals
We went in get car did not have lot money they put us in a 2017 jeep patriot seem real nice at first left my wife stranded at dunkin donuts first had get the jeep and her home got it fixed then the axles went bad brakes rotors now it's makeing more noise thanks Don franklin I would not recommend this car lot sells nothing but junk also beware they don't even service them or check them out after they trade just put it on the lot good way get someine hurt stay away from this car lot on 192.
Good people. Truck was clean of any residual oil from the service rendered.
Buying a car is the worst IMO..but Kevin and Larry at Don Franklin in London was very professional, knowledgeable and efficient! I was in and out on the road in less than 2 hours(including test drive)! I found a vehicle in Columbia, Ky and they brought it to London the next day! I would definitely recommend Don Franklin London!
I just inherited a 2017 Ford Edge and was not sure of the maintenance condition. I went to the service desk and was immediately helped. My vehicle was taken in and given the “works.” After an hour my vehicle had the oil changed, the injectors cleaned, the tires rotated, all the fluids filled, a comprehensive check of the vehicle, and washed before it was delivered to me.
The Lincoln Experience is absolutely the best at Don Franklin Lincoln London, they are very well respected and I respect them that’s a lot these days
Courteous service
Great Experience buying a vehicle from them.
Stopped because we was having a problem with my Kia and was told to go to go to Somerset
Very happy with the service department
They were not honest about the state of my vehicle. I had the works they told me my brakes and rotors needed replaced to which I replaced them myself and they did not need to be replaced. I'll change my own oil from now on that warranty is a joke anyway.
I was extremely disappointed with my experience at this car lot. My wife and I went there to buy a car, but instead we were met with disrespect and rudeness from the staff. To make matters worse, my wife was subjected to inappropriate comments from the salespeople. As a man and a husband, it was deeply distressing to see my wife treated in such a manner. I would never want any other family to have to go through the same experience. I strongly advise anyone considering visiting this dealership to choose another one, as their behavior is completely unacceptable.
The service center is the worst. Had my truck brought my truck in for repairs. 1 year later and 7000 dollars in the hole. We waited 8 months and 17 days to be told they could not get a drive shaft. We were at the point of taking the truck and having it moved to another location for the repairs. We were then told it would cost roughly 2000 for us to do so as they would charge us a restocking fee and storage of our vehicle before they would release it to us or a tow truck. Then we were forced to get a ... Read More Google - Jan 5, 2023
Sales people and garage repair people very nice however, lady clerk at garage service desk appeared to be having a bad day as she was rude and hateful to others. I will try my best to avoid that area of business.
Don Franklin Ford London has nice people but the service department has let me down terribly
Plug was loose, oil all over the oil pan, dripping onto the driveshaft seal area, causing me to think the pinion seal was leaking. No communication from the service tech that checked me out concerning the note left on my ticket about my rear axle u-bolts being loose. Didn't make any effort to tighten them either, which is fine. I wouldn't expect that to be something they are qualified for considering the above.
Don Franklin is a joke, on all accounts, in all departments. The oil change was free, or I wouldn't have went there to begin ... Read More Google - Oct 18, 2022
They are sorry as can be don't want back up there worentys on there vehicles I wouldn't take my bicycle to them
I wontin take anything down there.. especially if you are in a time crunch.. cause you won't get it even looked at for a month..
I have spent $500k with this place and had every service done with them also and traded only with them in good faith! They sold me a dodge 3500 and the alternators were bad. They didn’t want to fix it after I only had it a week! Two months later the alternators are out again and I had to drive 5 hours to pick the truck up! I called them today and they said they couldn’t help me for almost a month! And that I needed to take it somewhere else for them! I bought and done business with them! ... Read More Google - Oct 13, 2022
Nice until they sell you 3 cars in a month After you losing everything you ever had in the flood. Then when they know that they have all the money that you plan on spending they become rude. Had my new aviator in shop a month after buying the woman that called to tell me it was ready mocked me while laughing with someone sitting next to her. She was on the blue tooth in my car and my fiancee, mother, and stepfather all heard her. The went told the manager he acts like it was no big deal. Very trashy ... Read More Google - Aug 23, 2022
Not much to choose from.
Gary the GM is rude and doesn't want to do his job.
My 3rd and last trip here. Gave them the benefit of the doubt twice. Waited over 2 hours for an oil change all 3 times while watching other customers get pushed in front of me. Tried to schedule an appointment for a minor mechanical issue but the date they gave me was 3 weeks away. I reluctantly agreed with the promise of a phone call reminder the day before the service was scheduled. No email text or phone call. I got it fixed at Madison county ford with 3 days notice. How do they expect anyone to buy an actual truck here with this ... Read More Google - Feb 7, 2022
I purchased a new truck from this place. BIG MISTAKE ! Service is a joke. I'll NEVER purchase from them again !
Extremely disappointed! Me and my lady Donna visited on Saturday 10/9 , test drove a vehicle, then spent over 2hrs working out a deal with two salesmen and agreed to purchase. It was past them and their lenders closing time and Monday was a holiday, but the salesmen said they were sending up for financing and including our 15% down payment and would call us once everything was sent through their many lenders. We never received a call back. We called Monday, Tuesday, and Wednesday, and was told each time that they would check to see what was being done and would be ... Read More Google - Nov 11, 2021
For the owner to fly in a Helicopter, He sure bottle feeds his so called Mechanics. Place is a JOKE!! Don’t tell someone you’ll fix something and then don’t.
I had an appointment for 9 am to fix an O2 sensor and back up cam. It should not have take long. They did not bring my car in until 3 to work on it, and did not finish. They gave me a loaner car which did not have gas, so I then had to go back and wait for them to put gas in it. Awful service, no honoring their word.
If I didn't have to let them do the service on my vehicle I wouldn't even go in there
Service after the sale has been virtually non existent. They allowed my temp tags to run out without getting me my permanents nor another temp even though I started calling a week before they ran out. The title clerk never returned my call after I spoke to her about it, plain pitiful and unprofessional. They have now caused me to miss a day of work because I don’t keep an extra vehicle on hand. Why would they care though cuz they made a sale. I’ll never use them again!
Previous experience in service department has been outstanding. However, today was horrible. I had called for appointment, they said just bring vehicle in between 8-2pm. Upon arrival, I unfortunately met the most rude service guy I have ever ran into. Jeff needs to go back to wrenching, because he is unprofessional, rude, and has zero people skills. Don Franklin Ford London has lost my business. I will drive to Lexington from now on.
I purchased a Buick encore 2 years ago from them.They won't take it as trade because the overcharged me 7,000 on it. They said they could start a new loan on a truck. They called the next day saying I was approved and to come up there with 500 dollars. I was so exited. Then they said they needed 3,000 down. Wasted all evening waiting on them to tell me it wasn't approved. Liars and crooks is what they are. They called today to see how my visit was. When I told them how I felt she hung up on me. ... Read More Google - May 15, 2020
I am a customer of Don Franklin and purchased a 2013 Buick encore 2 years ago. I wanted to trade it in for something bigger for my family. I enquired about a truck with Don Franklin in London Ky. They advised me that the truck was sold and we decided to look at another truck. I was advised maybe 500.00 down and 500.00 a month. That did not go through. So I kept working with them to see what I needed to do in order for me to be able to purchase the truck we were looking at. They advised me in a callback ... Read More Google - May 15, 2020
They made a deal and then changed their mind... Reputable people do not go back in their word
Charged $165 labor for one hour of work
This was the last car lot of the day..looking at cars to buy wasn't really friendly and didn't give the time of the day to help definitely won't be back.
Only reason it gets 1 Star is because the rating won’t go any lower! By far the worst place to do business.
Service department is horrible. I use to have my cars serviced at the dealership in Corbin until i kept running into issues with service and started taking my cars to Don Franklin.Service at first was great and I had no issues or worries. Apparently all the idiots that worked at the other dealership now are employed at Don Franklin, especially the service manger and few others out front. Your just a number to theses people. I had a engine problem and they kept my car for over 3 weeks to tell me they couldn't find anything wrong. I tried ... Read More Google - May 14, 2019
I just bought a Chevy trax there today and got a real bargain; my salesman was L Napier was friendly and knowledgeable and easy to deal with. Everyone there made it a great day. Keep up the good work guys! Update : You can buy a car here but maybe you need to take it somewhere else for service. I would rate the service department of less than one star, let's just say it's a three ring circus!
Came in for oil change brake inspection man came out after forty five minutes told us service technician recommended all four rotars be replaced and front brake caliber sticking would be nine hundred dollars brought it home to local shop no caliber sticking rotors looked fine needed back brake pads also left greasy hand prints all over car only place we had ever had it serviced the three years we have had it also bought the vehicle from them
Service staff is always nice and cordial but even scheduling appointments for oil change it always takes between hour and fifteen minutes to hour and a half. That seems a bit excessive
We bought our car through Don Franklin in March of 2019 and planned on buying our second car with them also, until a month ago. I found the vehicle that I was interested in buying and sent the salesman a direct message to inquire about getting the ball rolling in the process. I get the notification that he read the message. I wait and wait and wait to hear back. Nothing. Silence. Not a single word. My wife and I were blew off. After this type of disrespect and total negligence, not only will I not ever buy a vehicle from ... Read More Google - Jan 20, 2019
Absolutely horrible! Zero stars! I live out of town, called to inquire about a vehicle online, supplied my social security number so they could check the payoff on my car. Specifically told Misty to not run my credit since I wasn’t sure I was willing to drive that far in the first place to buy a car. Very clearly, over the phone, ONLY gave her permission to check my payoff amount. (Keep in mind I had been looking at cars for days and had done the same thing in multiple dealerships with NONE dinging my credit). 10 minutes later Capital ... Read More Google - Sep 21, 2018
Never buy from here. Terrible service, terrible communication, and a terrible product. These people belong in court. I hope to see them there soon.
Very dissatisfied with Don Franklin Ford. We have bought 3 vehicles from them this year and have had trouble with all three vehicles. 2017 Ford F-150 was returned under the lemon law, 2015 Mercedes was traded off to someone else because Don Franklin would not send Mercedes to the Mercedes dealership for repairs and the car was still under warranty. 2015 Chevy Colorado had issues also but after continuing to take the truck back it finally is repaired. I will never buy from this dealership again. Dealership has poor communication, outsources new vehicels to be repaired, also unfriendly when you have an issue or ... Read More Google - Jul 24, 2018
Clean place, that's about all you can say about it. People in the service/garage side is unprofessional and use bad language. Just hands down a bad experience
I have bought 2 vehicles from Don Franklin in London. The first one I didn’t care so much for. The vehicle would turn it self off without notice and no warning. I brought this to the car lots engine several times. I tried working with the general manager to get it fixed all he did waa say “we will send this back over and here’s something to drive” he would not make any attempt to get the issue resolved. After trying to work with the general manager for months, I was unsuccessful. It was to the point that I ... Read More Google - Jun 20, 2018