Ken's Service & Sales - Elma, New York

Tom

I just had my zero turn tractor serviced there yesterday. It was $1300. They are a complete rip off. They charged me $150 to remove a mouse nest. Their was no damage. They just added it to my bill and it says minimum 1 hour. I will never use them again. Very shady service department.

MrCanam20

I’ve waited years to share my experience with Ken’s, but I still want to get the word out there about their absolute joke of a service department.

In April of 2020 I took my 2019 Can Am Outlander to them to have it serviced. (I did not purchase the machine originally from Kens) My machine was pretty much brand new, only about 60 miles on it when the secondary clutch pulleys center bolt snapped clean in half. I had purchased an aftermarket warranty from the original dealership, which Kens themselves actually offered and were familiar with. (it was called Power Rev at the time) After a few days I received a call from their service manager, who had verified the broken parts and claimed that he had attempted to reach my warranty company, but he couldn’t reach anyone on the phone. After a lengthy conversation with him, he had come to the conclusion that the warranty company was probably not answering because of the Covid-19 pandemic, but that the warranty would cover the repair. He gave me two options - to either wait MONTHS for the warranty company to answer to approve the repair, or to just go ahead with the repair and try to get it reimbursed. Obviously, he knew I wasn’t going to want to wait months to get it fixed as riding season was coming up fast, so after I asked if this was a repair he thought would be covered, he told me yes. So I approved the repair. They sell this warranty after all, so obviously they’re familiar with what it covers, right?

Fast forward weeks ahead, after calling multiple times for updates, he claims he still cannot get ahold of the warranty company, and has left multiple messages for them, but the machine was ready and I could take it if I just pay out of pocket. At this point I’m thinking, there’s no way the warranty company has gone over a month without answering, so after doing a small google search I found their contact number and called them myself. They picked up immediately. Turns out, they have been operating regularly the whole time, and have ZERO messages, voicemails, or emails from Ken’s. And furthermore, after I explained the repair to them, they said it’s not something they cover, and I would not be reimbursed.

The repair (for a single bolt that costs about $35 online) ended costing me almost $800. When I confronted this service manager, he claimed they just weren’t answering for him, but I know in reality he probably didn’t even call because I didn’t buy my machine from Ken’s.

I once asked a salesman there prior to the incident why I should buy from Ken’s when their prices were always higher than their competition, and he said because if you buy from them, they take care of you in the service department. What he didn’t mention is that if you don’t buy from them, they won’t even make an effort to help you, and scam you out of $800.

Beware of their SHADY service department. I’ll never be going there again. I’d give them 0/5 stars, but the lowest rating google has is a 1/5.

timothy wilson

I was in the market for a new Atv, Matt and his very friendly staff really took care of me, making sure I was getting exactly what I wanted, and for the price I could afford. If you're in the market for a new Atv, or side by side, I highly recommend going to Ken's Service and Sales.

Eric Sauers

I’ve been going to Ken’s Several years. I’ve bought a four wheeler, Chainsaw and power washer from them all with in the past four years. The service has always been good up until today. I dropped several chains off over a week ago to get sharpened and was told it shouldn’t be a problem getting them done by this weekend when I needed them. I called today and was told they weren’t done yet and they could get to them tomorrow. It’s obvious someone forgot about them until I called today. Problem is I needed them for a job this weekend. I bought two new chains for my saws so I could get the work done this weekend. 70 bucks I didn’t plan on spending. A simple apology along the lines of we’re so sorry we forgot about the work order would have gone a long way. Nothing of the sort was offered. A disappointing experience from one of the few places, over the years, who has had quality customer service.

Kathie Belz

Thank you so much for the attention you gave my husband today while he was in your store. He had a medical emergency and the guy at the counter went above and beyond to make sure he was OK. Even walked his purchase to the car for him. So blessed to have a local store that cared so much.

Kim Rechin

Ken's Service and Sales was great! Excellent customer service and I had a great buying experience. Joel was one of the nicest people I've ever met, and he really helped me out. He made the whole process quick and easy and enjoyable - and worked with me every step of the way. I was very impressed and grateful, really good guy. Professional, yet down to earth and honest. I highly recommend Ken's service and sales especially because its hard to find service like that these days. Thanks Joel!

The Machine I bought is great and the facility was really nice. Also met the Service manager and mechanic and they were really knowledgeable.

Joseph Tulumello

Dropped off some equipment to be repaired, waiting to hear from them, review will be updated when I get the bill for said repairs. But it's impressive in size and cleanliness.Got equipment back it was very fairly priced staff is friendly and professional, very down to earth, the work performed was excellent. Did I say it was reasonably priced. I highly recommend this business.

Margaret McKay

Very pleased with my experience. Needed a part for my son’s warrior ASAP for a end of the year weekend trip. I called on a Wednesday just before closing, they had the part & drop shipped to him just in time. I highly recommend & definitely will be a returning customer. Thank you Ken’s Service & Sales!