Key West Ford Sales Ltd - Service Center

Key West Ford Sales Ltd responded

Thank you Ford Mustang GT for your five star review. I am so pleased to hear that your experience at our dealership has been an exceptional one, if there is anything else we can ever do for you please feel free to call me or email me anytime, 604-520-3055/ alex.l@keywestford.com. Your continued business and support is part of the reason why during these tough times we are still able to continue to be open and provide our customers with much needed customer service and help. Welcome to the Key West Ford family! Alexandra Laviolette Customer Care Representative

Key West Ford Sales Ltd responded

HI Anonymous Nate14, We were having a huge sale at the store that day. Typically we allow 1.5 hours for our oil change service. Sorry it took a little longer. We do not do "simple oil changes". Our oil change service includes a thourough inspection of your vehicle including tire rotation, brakes and battery checks to name only a few things of what we check. You saw we are a very busy store and 99% of the time we are on time. Our shop processes around 2000 work orders a month The free sandwiches and pop were for you and all customers and staff that day.We hope you enjoyed them.

Key West Ford Sales Ltd responded

Thank you for sharing your experience in our Service Department with Jerome! We look forward to helping you again in the future!

Key West Ford Sales Ltd responded

Thank you for the review. We appreciate your business and are happy to hear you found Amber's service more than satisfactory. That being said if you have any more specific feedback or concerns please send us an email at consumerrelations@keywestford.com so that any mishaps aren't repeated.

Key West Ford Sales Ltd responded

Social media is a double edged sword. On one side you have a company that has consistently achieved the highest level of customer service and satisfaction 98 % of the time from hundreds customers that give us excellent reviews on all social media sites all over the web. Then once in a while (less then 2% of the time) we get a negative review about a customer's experience and almost always it is because the customer is disgruntled we would not bend to unreasonable demands. Moreover when said disgruntled customer writes a scathing review they tend to leave out key factors of what actually transpired which is exactly what you did. Mr. Khan, by your own admission you have no complaints from the service department and the job that was done in regards to the reason you brought your vehicle in. As I recall, our conversation started off real well then took a dive when you aggressively accused us of damaging a tire and insisted we buy you a new one. We, of course, had nothing to do with your tire damage as it was pointed out clearly on the free inspection we provided when you picked up your vehicle. In fact your tire was already damaged upon arrival at Key west Ford and was duly noted by the technician at the time. Also, I did some digging on the web, googled your address and phone number and it appears your company, SPEEDZONE AUTO SALES LTD is actually a body shop in Surrey BC Speedier Auto Body Shop Ltd that repairs severely damaged vehicles then sells the cars as a “car dealer” to the public. In this case your 2016 Ford Taurus was in fact involved in a major accident August 2016 and the damaged was assessed at over $ 16000.00 and included airbag deployment. All the damage was in the front end of the vehicle. Pretty serious damage to be sure. In regards to allegedly “threatening you” your warranty may be void once you disclosed the vehicle was in an accident we merely informed that Ford may declined the claim as the damaged Wheel bearings you had repaired were most likely due to the extensive damage cause by the accident as the tire probably was as well. Factory warranty from any manufacture does not cover anything due to damage I researched several thousand work orders in our system over the last few years and I cannot find a single vehicle 2 years old or newer the wheel bearings failed for no apparent reason. None ! Besides normal wear and tear this occurs when the vehicle is “curbed” and or severely damaged as yours in fact was. Again, Factory warranty from any manufacture does not cover anything due to damage. As I said to you on the phone, we will not buy you a tire just because you said we damaged it and sadly that is the only reason you have to write this negative unsubstantiated review. Regardless, Have a wonderful day.

Ford Loyal Customer responded

I am disappointed with the untruths that I received in my response from Key West Ford in regards to the vituperative behaviour displayed by Kam Sobhani. It appears to be an attempt to discredit my complaint. Not a very smart business decision, since Key West Ford is aware that I have three family members who also are past customers of Key West Ford and that I purchase a Ford Expedition approximately every 4 to 5 years. -Kam Sabhoni did indeed use vulgarities during our conversation, which can clearly be heard during this phone conversation, in addition, I can be heard questioning Kam Sobhani during this same phone conversation as to why he was cursing at me. I can only say God Bless You, as you know what you said was not very nice. Shame on you. -I am not certain why Key West Ford is commenting on my business dealings between New West Auto Collission, the body shop and myself, in their response, since Key West Ford advised me that New West Auto Collision, a separate company from Key West Ford. -It is an Outright Lie and a very Serious Allegation that New West Auto Collision, the mentioned body shop was attempting to get their courtesy vehicle back from me, their customer for four months and rather it is quite to the contrary. In March 2017, I had a family member contact New West Auto Collision when I was out of the country for one week to make arrangements for my family to pick up my vehicle, as I presumed that my vehicle would be completed by the end of March 2017. I was very eager to take possession of my vehicle again. I was in fact attempting to get my vehicle back for four months and I had initially complained to Kam Sobhani after waiting for my vehicle for approx. three months as I always believed that Key West Ford owned New West Auto Collision since Key West Ford sent me to this body shop behind their building twice in 3 years. Kan Sobhani was contacted due to my concern that New West Auto Collision was taking such a long time to repair my vehicle that they had since the beginning of March 2017. It was at this time that Kam Sonhani had advised me that New West Auto Collision was a separate company. I also discussed this delay with the insurance company several times over the four months in regards to the lengthy delay with my vehicle being repaired by New West Auto Collision which the insurance company can confirm is documented. I believe it is not Tony the manager at New West Auto Collsion's direct fault as he did not do the physical labour himself on my vehicle, causing the lengthy delay. Tony was a very nice, pleasant man, but it didn't change the fact that I was forced into waiting so long for my vehicle to be fixed by New West Auto Collission and to make matters worse, when New West Auto Collision arranged for me to finally pick my vehicle up on June 30th, 2017, four months later, the body work was STILL not fully completed yet, which the insurance company is also well aware of. Tony did mention that he had been unavailable and out of town a few times during the four months that my vehicle was in the possession of New West Auto Collission and that New West Auto Collision had been very busy with many jobs and Tony apologized for the lengthy delays. -I had been provided a quote over the telephone from the Key West Ford service department. I was advised from the service attendant who answered the phone that the service manager was giving me a discount, and that in addition to this discount, my rear break pads had a lifetime warranty, and therefore I would only need to pay for the labour on my rear brakes. I waited until I had time and then I booked my appointment for July 21st, 2017. At the time I booked my appointment, the gentleman I spoke with in service advised me that he did not see that I had purchased rear brake pads on this vehicle, as I had been advised in my earlier conversation with another service department employee. He explained that I did purchase front brakes last May 2017 when I spent $2600.00 at Key West Ford Service having my vehicle serviced that I purchased from Key West Ford. He also noticed upon viewing the files, that I did have rear brakes serviced on my previous Ford Exoedition vehicle in 2009. I admit, that being human, yes I was a little frustrated, and l ultimately was left with the same frustration that any customer would feel receiving mixed messages about what was entailed to service my rear brakes. Since the previous service representive had also advised me that their computer system had changed and it was difficult for their staff to always view older jobs performed on vehicles, I simply asked the gentleman to please check with the other service representative to clarify whether or not my rear break pads had a warranty or not in advance before my appointment. I explained this to the gentleman, that since I am a woman, and not a mechanic, I am not familiar with the different terminology used in auto repairs, and that I wanted to make sure that there were not missed repairs that I had done on my vehicle during my past service appointments at Key West Ford Service, that he possibly couldn't access due to their computer system changes that the previous representative had apparently seen when she had confirmed to me that she could see in their system that I did have my rear pads serviced on this vehicle. I needed to double check as any customer would also request be done if they received different information from two separate service advisers in the same department. I was moving forward with having my rear brakes serviced at Key West Ford wether or not I had to pay the extra $109.00 for the brake pads, as I understood that the previous employee may have made an error in her quote. -I had hassle free, smooth business dealing, including vehicles purchased and vehicles serviced with Key West Ford on countless occasions for over 10 years, and therefore my over 10 year relationship with Key West Ford rules out the comment left by Kam Sobhani that I am an apparent problematic customer. The truth is that yes this time after 10 years, I was an unhappy customer with good reason. Every businesses' job is to keep their customers happy. I am not certain, but I believe that I may have been a customer at Key West Ford possibly longer that Kam Sobhani has even worked at this dealership. I do remember several very kind and friendly faces at Key West Ford, including the owner who is a very nice man, but I do not recall ever seeing Kam Sobhani over the years. ** Friendly Reminder: Without customers,you do NOT have a job, so keeping your customers happy should be #1 on any companies list.

Key West Ford Sales Ltd responded

Unfortunately we are not able to resolve this issue and as I mentioned to you in our previous conversation. You are not happy with services provided by us and we can not satisfy your unreasonable requests, please try another facility. Our view point and yours are different in this matter and we can go back and forth all day long in this forum and other social media, however our position remains the same. Thank you.