Adam Isfeld | Page 2

Key West Ford Sales Ltd responded

Hi Michele, Thank you so much for your feedback! Glad we earned 5 stars from you and are excited to continue to provide you excellent service for years to come!

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.