Ian Riddell

WORST CAR DEALER EVER! SOLD US A CAR AT “2023” pricing in 2022, and even said if price goes down I’ll refund you, and now won’t! Scamers! Overcharged me bought a Ford Mach- SOLD US A CAR AT “2023” pricing in 2022, and even said if price goes down I’ll refund you, and now won’t! Scamers! Overcharged me bought a Ford Mach-e from them, silver! Don’t not go here! Money better spent elsewhere! More

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We had an exceptional experience at Key West Ford. Their entire team was kind, helpful and responsive when dealing with us (and our kiddies). Ian Riddell, Sales manager helped us find a Sales Represen Their entire team was kind, helpful and responsive when dealing with us (and our kiddies). Ian Riddell, Sales manager helped us find a Sales Representative who was extremely knowledgeable in the vehicle we were pursuing. Jag Dhillon helped us navigate through all the questions we had, was patient and helpful. Our kids were entertained (with popcorn), we were give all the information needed. Michelle Kellough, was extremely helpful navigating through our warranty options, we were presently surprised with what she found for us. Thank you, this was a big purchase and a big day for us and we really appreciated all you did for us. More

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I extensively researched the specifications for an SUV recently purchased from Key West Ford. The heavy-duty features I required were not commonly ordered for the SUV, most of which are bought as luxury v recently purchased from Key West Ford. The heavy-duty features I required were not commonly ordered for the SUV, most of which are bought as luxury vehicles in rental fleets. So when a pre-owned SUV showed up at Key West Ford with most of the heavy-duty features, I contacted the dealership. Jag got back to me. Jag is a personable and helpful person. Jag was responsive to my requests for information and test drives of the “new to me” SUV. Jag has a low pressure approach, and I’m sure that sharing an interest in cars, we could have shot the breeze all day. May-be customers don’t often ask, but Jag had to consult with his shop manager when I sent Jag a list of all the safety recalls for the SUV. Considering these are safety recalls, it really should be standard procedure for the dealership to check that all of the applicable recalls have been completed before even advertising a vehicle is for sale! The SUV would be my second purchase from Key West Ford. I learned some expensive lessons when I made my first purchase of a pre-owned car from Key West Ford. Although I should have caught more of the defects on the car, and Key West Ford tried to bring the car back to reasonable standard, there was just too many things the previous owner neglected on the car or tried to hide when trading in the car. The owner of the shop that has since serviced the car said that in thirty years of working on cars, he had never seen a cabin filter as plugged as the one he removed from the car I bought from Key West Ford. The mechanic that does the customization on the car said that the folks at Key West Ford were idiots for not changing out the water pump while the front of the engine was apart to replace the timing chain. The mismatched tires mounted on cheap after-market rims were barely safe to drive on, and replaced at my expense very quickly after buying the car from Key West Ford. The Internet also provided lots of information for me to formulate a fair offer for the SUV and a trade-in vehicle. The SUV had 20,000 km more than its comparable units, so it is likely that the SUV was traded-in to avoid some big regular maintenance items looming on the horizon, for which I discounted my offer. On the other hand, I knew the trade-in was a unique SUV, impeccably maintained, immaculate inside and out, "like new", and worth every penny of a high trade-in value. But the real negotiation occurred not with Jag, but with Ian, the Sales Manager. Ian is a nice guy, but shrewd at the same time. The negotiation started off from Ian with, “We are here to take care of you. We truly are.” After which Ian proceeded to diligently protect every dollar he felt that the dealership could extract from the negotiation. Don’t be fooled by dealerships calling themselves “volume dealers” to imply that there are good deals to be had. I made the mistake of “putting too many of my cards on the table” to early in the negotiation. Be mindful that as consumers we probably negotiate for as many cars in ten years, as the sales personnel at the dealership complete each week. I started the negotiation high for the trade-in, to which Ian said, “That’s not going to work. This is a business. You have to leave in few dollars for the dealership.” Ian shared advertisements from some comparable vehicles on the market, but all of the vehicles were from Ontario and Quebec, to which I responded, “Are you kidding? There is a lot salt used on the roads during the winter in Ontario and Quebec, so the prices of the comparables are not applicable to our negotiation.” So we negotiated based on what the margin that trade-in might fetch for the dealership. Mistakenly, I put a number on the table, from which Ian agreed to negotiate. Even at my number, potentially, the dealership would have profited $5,000, a 30% margin, (less overhead) but instead the dealership has advertised the trade-in to potentially pocket almost $9,000 in profit, a 60% margin (less overhead). Leaving that much money on the table really bugs me! For the SUV I made a fair offer, to which Ian asked, “Could you write a cheque for a $1,000 more?” Ian knew my offer was good, but he still asked for more money. May-be it’s all an act, but I couldn’t bear to see a grown man cry, so I caved. And when I got the SUV home, I found that the cabin filter, once again, had not been changed, and bulb over the licence plate was burned out. I know these are little things, but every used vehicle at Key West Ford is supposed to undergo a thorough inspection prior to the sale. The dealership has offered to reimburse for the cost of the cabin filter. And then, personnel and the system at the dealership made a mistake on the final sales invoice, under-charging me by $2,000. Michelle, in Finance at the dealership, caught the mistake. I asked Ian to look into what happened and may-be sweeten the pot a bit, recognizing the dealership made the mistake, not me. “No, there’s not much I can do.” replied Ian. Meanwhile, Michelle threatened to hand over their problem to a collection agency like I’m some kind of petty thief. Being threatened like that, when I did nothing wrong, really bugs me! Would you blame me if I never went back to Key West Ford? More

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Ian is a great salesperson and was very personable, informative, and helpful in making our F150 selection; I highly recommend him and the rest of sales team at Key West Ford. informative, and helpful in making our F150 selection; I highly recommend him and the rest of sales team at Key West Ford. More

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Great prices and service! Everything about my trip to Key West was great, Erick, Ian, Gurj, and Kal were amazing to deal with. Super patient guys with a knack for customer serv Everything about my trip to Key West was great, Erick, Ian, Gurj, and Kal were amazing to deal with. Super patient guys with a knack for customer service, never once did I feel like I was at a normal dealership, these guys made the car buying process super easy and not stressful. I would definitely refer family and friends to shop here for a vehicle. More

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Used Forester XT Thank you For giving me a great deal on this used vehicle. In addition, all of the staff was very polite and well mannered. Dealership worth looking a Thank you For giving me a great deal on this used vehicle. In addition, all of the staff was very polite and well mannered. Dealership worth looking at! More

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Wrong Review Given I realized that they charged me extra fees ($199 transfer fee, $695 service fee and $599 doc fee) that they said were industry standard but not so st I realized that they charged me extra fees ($199 transfer fee, $695 service fee and $599 doc fee) that they said were industry standard but not so standard with Hallmark Ford which only charges $499 doc fee. Ian never told me the car was a rental then Ivan tried to tell me it really doesn't matter if it is - excuse me! Then after using it yesterday, my wife noticed, which looks like a sharp blade cut, right in the driver's seat. Lots of deceits from this dealer. More

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Feeling Heartbroken & Ripped Off Was quoted a certain price on a vehicle. When I arrived they decided it would be appropriate for them to raise the price by $1,000. Gave me some xxxxx Was quoted a certain price on a vehicle. When I arrived they decided it would be appropriate for them to raise the price by $1,000. Gave me some xxxxxxxx excuse that because I didn't bring them my trade, which they were going to give me $5,000, that was why they had to raise the price. I guess it didn't matter that I had upped my cash downpayment from $10,000 to $15,000. Then they take me to the so called manager. He shows me a screen with the dealers cost on said vehicle. I see that there is a fee of roughly $580.00 that is listed as service/shop costs. I said that I would not pay for the shop fees that I felt it should be on their dime not mine. They then tried to give me some xxxxxxxx excuse saying, "Oh, you don't have to pay for that because it gets added into the cost of the vehicle!" I don't know what planet these people are on. If it gets added to the cost of the vehicle I'm buying then, "xxxx YES" I'm paying for it. The only paper they could produce for me from the shop showed a bill of $198.00, $150 of which was for an oil change. I guess because I have xxxx and a xxxxxx they assume I'm an idiot. They wouldn't even budge on their documentation fee of almost $600.00. I held back tears the whole time I was there. Buying my first fully loaded vehicle and waiting almost 40 years to do so should have been a happy experience. Sadly to say it was one of the worst days of my life. Please do not give Key West Ford in New Westminster your time or money! Side note: Yes they were friendly. You have to put on that type of fake facade when you know you are literally screwing someone up the xxx. More

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Amazing Service in all departments I Had the pleasure of buying a used Ford Focus ST from Key West Ford about a month ago after having a bad experience at another dealership. We went to I Had the pleasure of buying a used Ford Focus ST from Key West Ford about a month ago after having a bad experience at another dealership. We went to look at the car, Ian came out and greeted us and then left us alone unless we had questions, he wasn't pushy or aggressive which was a nice change. I decided to take the car to my shop to do my own mechanical inspection, car checked out except for a small oil leak, but I decided to pull the trigger since it would be repaired under warranty. This was my first time financing a car but Ian, Gurj and Michael Nokes explained everything in great detail and didn't rush anything. Brought the car home and waited a few days to book it in to get the oil leak repaired. I phoned the Key West service department and was helped by Tony and Sue and made the appointment. Two days later I went to pick up the car and being a mechanic, decided to bring the car back to my shop to check out the repair which was done very well. A week later I phoned the parts department to ask about some accessories and was happy to see that the amazing customer service covers the entire dealership. Michael even phoned me a few days after to ask me how I liked the car, he also answered every question I had after buying the car promptly and thoroughly. This is an amazing dealership with amazing customer service, I would go to Key West Ford even if I wasn't buying a Ford. Thank you Ian, Gurj, Michael, Sue, Tony and everyone else at Key West Ford for taking the stress out of buying a car. More

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Great pre-sale service, unhappy with after sales service I purchased my 2013 Focus ST in Tangerine Scream in late July 2017. I initially met with Ian when I went to look at the car. Ian was very professional I purchased my 2013 Focus ST in Tangerine Scream in late July 2017. I initially met with Ian when I went to look at the car. Ian was very professional and friendly and I was very interested in the car after my first visit. On my second visit, Ian was not in at the moment and I was directed to Michael Nokes. When I first met Michael he was very nice and easy to deal with. Took the car for a test drive and worked out some numbers. Picked up the car a few days later and was overall happy. There are a few issues that I have that have made me unhappy with Keywest. When I initially bought the car I was only given 1 key FOB. I was told that they would try to get in touch with the last owners about getting any other keys. Also never received the CarProof that I was supposed to receive. After about a month I got into contact with Michael again about the Key FOB as I had not heard anything back from him. I went and met with him, once again very nice and friendly. Told me he was going to still try and get the Key FOB as well as get some pricing for some other items I was interested in for the Focus. The only thing I ever heard back for was the Paint pen I ordered. That's it. As someone who used to work in customer service I would never consider this to be acceptable. Even if I was unable to get the customer what they were asking for I would still contact them, but instead, I had to chase them down to get a response. Overall, I am happy with the car. It has some issues that need to be addressed. Pretty sure all warranty work. But I do enjoy driving it daily. But would I go back? I don't think so. In the end I was unhappy on the post sales service side of things More

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