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Key West Ford Sales Ltd - Service Centre

3.8

14 Lifetime Service Reviews

301 Stewardson Way, New Westminster, British Columbia V3M 2A5

14 Reviews of Key West Ford Sales Ltd - Service Center

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July 31, 2019

"Best service "

- Jasvir

I bought my car at key west ford in New Westminster. Thank you Carrie and Megan in finance helping me out. If I have any issues there always there to help me out.. I get my answer same day. There always keep in mind. These wonderful ladies treat me and my dog like family. Thank you for everything and I always will come back.????

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Recommend Dealer
Yes
Employees Worked With
Megan and Carrie
July 23, 2019

"Great Customer Service"

- Bryan Ford Taurus

Jerome was very friendly and accommodating when helping me with issues surrounding the service of my vehicle and with the administrative services he offered me.

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Yes
Employees Worked With
Jerome Laljee
Jul 29, 2019 -

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!

March 23, 2018

"Amber is the best they have, by far"

- Obnoxor

Amber is the only service advisor at Key West I trust. She's a straight shooter and doesn't make things up or make promises she can't keep. I was at my wits' end when dealing with Tony, I was ready to walk away from the dealership entirely, but Amber, with Sue's help, restored some faith in them. They are still slow, and a little too expensive, but since they are local to me, I will stick with them, so long as it's Amber I am dealing with. If she's not there that day, I don't even bother.

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Recommend Dealer
Yes
Employees Worked With
Sue Charbonneau, Amber Kovich
Mar 27, 2018 -

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.

February 07, 2018

"Horrible and rude managers "

- Fazil Khan

Recently had some service work done on my 2016 Ford Taurus (wheel bearing + oil change) No complaints for the service work as it was done quickly but very bad experience regarding a damaged tire caused by the dealer which they denied to take responsibility for. (Inside of the tire sliced caused by hoist floor arm) I spoke with Sue and Tony both who were very rude to me regarding this concern. Exact words from Tony himself ***(we don't take responsibility for any tire issues). I told him I will see you in person with my dad and speak with you about this issue and his response (well you can come down if you like with your dad, uncle or whoever but I don't want to see you,) completely unacceptable responses especially being managers. I was not notified of the tire damage and they did not phone me to ask if i wanted the tire replaced especially being on the sidewall which is a major safety hazard only notes in the inspection report stating small cut in left front tire. I told Tony i shouldve been notified of the damaged tire and asked what if the tire blew on the highway causing a major accident? and he just brushed it off like it wasn't a big deal and laughed it off. My vehicle had a previous accident but is still under ford factory warranty because of the previous accident Tony and Sue both threatned me if I proceed any further regarding this tire issue they will deny my warranty claim because of my vehicle being in an accident. And i will have to pay the whole amount. Currently made a claim with Ford Canada regarding this matter and hope to get this resolved.

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Recommend Dealer
No
Employees Worked With
Tony , Sue Charbonneau
Feb 08, 2018 -

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.

July 21, 2017

"Key West Ford Manager Abuses and Threatens Loyal Custoners "

- Ford Loyal Customer

I have been a long time loyal customer with Key West Ford. I purchased two Ford Expeditions there, one in 2005 and another in 2014. Several of my family members also purchased vehicles from Key West Ford. I always serviced my vehicles there. Recently I had a repair scheduled at Key West Ford and they cancelled ithe scheduled maintenance appointment stating that they did not want my business. I contacted Kam Sobhani, the assistant manager who became agitated quickly that I called him saying to me; "I don't need this s**t," And "F**k you guys," on the telephone to me. Kam also was telling my brother, who was assisting me to come down to the Key Wesr Ford dealership so he could take him outside and fight him, as Kam was losing control , using swear words uncontrollably. We did NOT use swear words towards Kam, and as mentioned above due to Kam's, the assistant managers conduct, he proved to be very abusive and unprofessional. If Kam Sobhani can not handle the stresses associated with his daily job,then perhaps he should not be working in customer service dealing directly with the customers. This phone call was recorded. I reiterate that I was simply trying to have my vehicle that I purchased from Key West Ford serviced by them. I have a Key West Ford sticker on the back of my vehicle and a Key West Ford liscence plate cover, and I am as a result , I am advertising for Key West Ford during my daily driving. If it were not for long time loyal customers like myself, then Kam Sobhani would not even have a job, so I can not understand where he is coming from when he treats loyal customers so abusively. I purchased the vehicle from Adam Isfeld originally, who was delighted at that time that I was a return customer. Adam was very nice and welcomed us back for all of our service needs after the purchase of this vehicle. I would have never anticipated that I would have experienced such such customer abuse from Key West Ford after remaining a loyal customer with them for over 10 years.

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No
Employees Worked With
Other Employees : Kam Sobhani
Jul 24, 2017 -

Key West Ford Sales Ltd responded

We take all our complaint very seriously and this is one of the reasons that we have so many HAPPY customers. We always treat all our customers with respect and we go out of our way to accommodate our customers as long as their request or complaint is reasonable. In this case, the customer's issue stemmed from the body shop next to our business where customer thought it is owned by our dealership. The body shop sent customer's vehicle to our service department and after we did the repairs, customer was not happy with the charges and went over the adviser to our service manager who reduced the cost to the customer but she still was not happy and called me (Kam Sobhani Asst. GM). Upon my facts gathering I found out that the body shop was trying for 4 months to get their loaner vehicle from this customer and they were ignored. She has been very rude to everyone she talks to and then had her BULLY brother to call us and disrespecting us on the phone. At no time we used cursed language or talked to them disrespectfully but we have the right to refuse any problematic customers where we know we can not do anything to make them happy. The call that she is claiming we disrespect her on is recorded and ready to be heard. Thank you

Jul 24, 2017 -

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.

Jul 25, 2017 -

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.

May 23, 2017

"Worse service"

- Wtffff

Brought the car in for a service. Suuposely on warranty. But for some reason not anymore. Tony guy. Apparently service manager started raging at me and rising his voice.

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No
Employees Worked With
Tony Terezakis
Jun 15, 2017 -

Key West Ford Sales Ltd responded

Dear valued customer, We are truly apologetic to hear of your experience. Unfortunately, without your name attached we are unable to work at resolving this issue. Please feel free to give us a call at 604-528-4463. We genuinely would like to hear from you. Your Team at Key West Ford

March 01, 2017

"Frustrating service centre"

- Morgan

I've brought my car in for minor service twice and had a frustrating experience both times. While talking about services that needed to be completed, Tony would ignore my questions for him (what is the price difference between x and y service), and would instead reiterate the work he wanted to do. Many times I would explain exactly what I wanted to be completed. This was met with further explaining what Tony wanted to do. It's like bashing my head against a wall. I also had a difficult time understanding his accent, as he was talking quickly. I can only assume he was talking quickly in broken English to add on extra services as I had an inflated bill with extra services that I did not approve added onto the bill. - The first time, I took the car in for an oil change, and they also charged me for car detailing. I see that the sales department has decent reviews, but I would recommend staying away from their service center.

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No
Employees Worked With
Tony Terezakis
Mar 01, 2017 -

Key West Ford Sales Ltd responded

Hi Morgan, Yikes, it doesn't sound like you received the level of service we strive to provide our customers and we are sorry to read this. I believe you were dealing with a different Tony than the one you tagged here, it was Tony Tai you must have been dealing with. We would love to address your concerns on a more personal level with you if you wouldn't mind? Would you please give us a call at 604-520-3055. Thank you very much and again, we are sorry to hear you were left with a negative experience with us. We look forward to speaking more. Your Key West Ford Team

January 06, 2017

"Winter Tires Required"

- NicoleS

I was in desperate need of winter tires as my car was stuck in the snow during this past winter storm we have had and David Mah was fantastic to deal with at Key West Ford. He was able to get me the required tires and rims in stock within a day. David was absolutely great to deal with in the Parts department and I would highly recommend dealing with Key West ford and David in the Parts department. Thanks for the help.

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Recommend Dealer
Yes
Employees Worked With
David Mah
Jan 06, 2017 -

Key West Ford Sales Ltd responded

Hi NicoleS, We are so happy to hear that David was able to get you up and running in the snow with new tires and rims! Not too much worse that getting stranded during one of the many winter storms we've had this Winter already. Thank you so much for taking the time to leave us a review and for your recommendation. We really appreciate it. Have a wonderful weekend, we look forward to seeing you again soon. Best, Your Key West Ford Team

June 12, 2016

"Service Dept is excellent"

- albicanuck

Lots of great sales reviews, so here are my kudos but to the Service Dept! Was scheduled for just a regular oil change on 0601. Upon arrival Joanne advised me that out of 2 recalls, (the most important one) regarding the driver side airbag they had the part available for repair. I happily agreed to have it taken care right away. During my wait as I was walking around Joanne kindly gave me an update of the service being done on my car and advised I would later be taken care of by Yashar since her shift was ending. Waiting in the service lounge was cool since I could see all the other cars being worked on including mine by owner name and car description on a screen. Yashar came over and gave me some updates regarding a nail in one of my tires and made recommendations on coolant and brake fluid replacement which I was totally unaware of. Overall, the customer service was awesome from beginning to end! And special kudos to Richard who worked on my Mustang!, which I love almost as a person! Thank you Service Dept. and keep up the great work. Rudy Avila

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Yes
Employees Worked With
Joanne and Yashar from Service
Jun 14, 2016 -

Key West Ford Sales Ltd responded

Hi Rudy, Thanks for the amazing feedback of our service department! We're so glad to hear that you enjoyed your experience with our service team and that we were able to advise you on your vehicle and take the proper steps to insure you were satisfied. Should you need anything in the future, please do not hesitate to reach out to us! Sincerely, Your Key West Ford Team

December 16, 2014

"Best dealership to do business with"

- anim810

Being a self-described car guy I have had many, MANY exposures to dealerships for service. For the most part because of their typical replace - not - fix approach I've steered clear of them as they just end up being too costly.ive never seen a well run operation actually doing what they say they can deliver. Key West ford comes at it from a different angle . Their mechanics are extremely knowledgeable, their service department is highly attentive- and their management staff seem to really care about the big picture. If any one of those elements don't exist it seems to me there are just too many gaps to fill to come away from the experience at any dealership feeling like I got ripped off somehow. Key West ford hits the right mark every time. If you have been turned off by dealerships in the past this place really is a breath of fresh air. Highly recommend!!

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Recommend Dealer
Yes
Employees Worked With
Other Employees : mike held, Amber Kovich, Sue Charbonneau
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