Key West Ford Sales Ltd

Key West Ford Sales Ltd responded

Hello Parya, First off, we'd like to apologize for the situation you experienced. We completely understand why you were upset at the change in the payment amount. In this case, there was a simple (but important!) mistake made on the Ford Credit side of things; when your lease payments were calculated, Ford Credit's system used an incorrect, too-high residual value for your car, which resulted in lease payments that were too low. Ford Credit caught the mistake and has since corrected it. We're sorry that Ford Credit made this mistake, we're sorry that we didn't double-check Ford Credit's work and catch it ourselves before you took delivery of your car, and we're sorry that it made such a material difference to your payment. As soon as we were made aware of Ford Credit's error, we reached out to you and offered you two possible resolutions: 1) Adjust your lease payment to be the correct amount so you could continue to drive the car, or 2) Return the car so we could completely unwind the deal and fully refund you: your first payment, all your costs for your ICBC Autoplan insurance, and also pay you for the aftermarket floor mats you purchased from Canadian Tire. When we did make contact with you to discuss the circumstances, you were verbally abusive to Wes, the sales manager handling your file. We understand how upsetting this situation would be from your perspective, but your uncivil behaviour was not appropriate. You refused to continue driving the vehicle with the corrected lease payment, and you also refused to return the vehicle to us, forcing us to retrieve the vehicle from your location. When we retrieved the vehicle from you, we also delivered your cheque for reimbursement in full. We're sorry that you had disposed of whatever vehicle you were driving previously; you had no trade-in vehicle when you leased your Mach-E. As Wes explained to you, Ford Credit is responsible for the lease financing on your vehicle; sales managers here at Key West (or any other Ford dealership) do not have the authority to approve credit applications, loans, and lease financing. Once Ford Credit became aware of their error, they advised us; we then immediately advised you, and we apologize that it took Ford Credit five days to catch their error. Unfortunately it was an error that needed to be corrected; we're sorry that it impacted you so negatively. We understand that transportation is essential, and we pride ourselves on our transparency, integrity, and ethical business practices. We would like to work with you to find a solution that meets your transportation and budget needs, if you're willing. Please get in touch if you would like to do so. Thank you!

Key West Ford Sales Ltd responded

Hello Asifa, Thank you for your review. We have reviewed your visit on March 29, 2024, as well as prior visits from your husband, Moiz Virani. You visited with the intent to lease a new 2023 Ford Mustang Mach-E. Like all other local Ford dealerships and as explicitly stated in all our advertisements, our advertised prices and payments include both the $5,000 federal iZEV incentives and the maximum $4,000 provincial ZEV incentives. Your husband did not qualify for the provincial incentives, so he asked that you be included on the finance application so that you could qualify for it. Unfortunately, you only have a Learner's Permit for a driver's license. Ford Credit policy is only guests with full driver's licences (not Learner's Permits) can apply for credit to purchase or lease a vehicle. As such, you and your husband were not able to qualify for *both* discounted Ford Credit interest rates *and* the provincial government's ZEV incentive. We appreciate your frustration, but we are obliged to obey both Ford Credit's policy and provincial government legislation. We wish you the best of luck with your vehicle search.

Key West Ford Sales Ltd responded

Thank you Tammy for your review and we are glad to hear you had a lovely experience with Jordana

Key West Ford Sales Ltd responded

Thank you Diego for your 5 star review and we are happy to hear you had a lovely experience with Tom.