"They just care about sales number"
Friday, February the 1st I was driving in the morning towards New Westminster (BC, Canada) and I noticed that the Ford dealer had a 2018 Ford Focus RS Nitrous Blue available.
I stopped by just to see how much it would cost etc. etc.
I met Dean, the sales person.
With him we went for a quick test drive and then we did all the paper work.
Unfortunately here is where all the problems started:
The car, as you might noticed is not a cheap car, we are talking about a 70k+ Canadian Dollars car…
Before the delivery I asked to have the winter tires (included) installed but they told me that they need to order them…
At the moment of the delivery (few hrs later) the car was very dirty in the inside and the outside and the odometer had 167km instead of 12 like they posted on the website, but this was only the beginning.
During my ride at home I noticed something was wrong, I stopped by a close gas station I noticed that the front real tire was pretty low on pressure (you could visibly see it) so I blow some air and went home.
At home, all happy for the brand new car I started looking around and the windshield tank was almost empty.
Then I found that the rear back right door wasn’t working.
The lock wasn’t locking (not working at all) and the window wasn’t rolling down.
So I realized that that car hasn’t been inspected at all.
I called the dealer and they told me that they were close at that time (4.50pm) and I had to wait till Monday.
I went there back Monday morning, I explained all the issues and they gave me a courtesy car.
They mentioned it was a matter of 1-2 days.
After 3 days I called them (keep this in mind because they NEVER call me, it’s always me calling them) asking information and they had no idea about what the problem could be and they asked me to call back later.
After few hrs I called back in and they said that the problem was a corroded cable in the door.
They also told me that the part will take 3 weeks to be delivered.
I told them that I just bought a brand new car with the intention to drive it, not to leave it there so the only solution they came with was to lock that door so it will always stay locked. (I’m not even mentioning here how dangerous could this be in case of accident).
So I took the car (they mounted the winter tires in the meantime) with the hope that it will take less than 3 weeks.
After 4 weeks, once again I called because as said they NEVER call me, and they literally “had no idea where the part is, we wil keep you posted”.
Another week passed, I called and they said that the part has been shipped but we don’t see the location yet.
Eventually after 8 weeks the part arrived so I asked to drop the car and have it fixed.
They asked me to come the next Monday (it was Wednesday) because they didn’t had any courtesy car available.
I went in Monday the 1st April in the morning (930am) and they said that this will take 2 days, (3 days top) so by Wednesday I should have my car back fixed.
While there I also mentioned 3 things I found out:
1) The security key for the wheel’s bolt was missing (and they used it since they swapped tires)
2) Both the license plate were put in with only 2 screw and both were vibrating like crazy
3) The license plate on the back: they used a long screw that hit the paint and with the vibration took paint off
After 4 days I called them to get any info and they told me that the key for the wheels was still missing but that I could have bring the car anyway.
I passed by in the afternoon and at the moment of the delivery I noticed that:
1) Both license place weren’t fixed – nobody even took a look at them at all – Ron (the service guy took the car back for 15 min)
2) The door (rear back right) has been mounted what I think wrongly or not in the right way because while driving there’s a noise coming from it all the time
3) When closing that door you can clearly hear a plastic sound, like something is touching the paint / the lock (that sound is not happening on the other 3 doors)
4) That day I was supposed to take the car out in Kelowna (for the weekend) but I had to leave it at home because I don’t have the key to remove the wheels if something happens) – They said “well there’s a Ford road service you can call in case”…
5) While riding the car is not locking itself automatically
Now I told them, once again, how disappointed I am about this whole service and I asked few times already to talk with the Sales Manager and with the General Manager.
NOBODY ever came to me to talk.
As per today I’m still waiting for them to call me about the wheel’s key and how to address the door noise.
After posted a REAL experience review on google, the guy Tony T (signed as Sales Manager, not listed on their website) titled me as cyber bully, posting basically that I made all of this up etc. etc. (he doesn't even know me and he doesn't even know what happened)
Absolutely bad experience and I do not recommend this Company to anyone.
Working now with Ford Canada (and my lawyer) to have this resolved once for all.
"Key West purchase"
The sales staff were not pushy,when a decision was made everything went quickly , and they were helpful in getting me back to the dealership to pick up the truck
Other Employees Tagged:
Jag understood what kind of vehicle I wanted and found a perfect match. I got the SUV I wanted at a better price than I expected. Great service!
"Found just the car I needed"
I came to Key West Ford looking for a used vehicle within a strict budget. When my first choice was out of my price range, Jag asked about my needs an preferences and found me a perfect fit for at a better price.
"Great place to get the best deal and services"
I would recommend this dealership and my sales representive Jag because you will find much better deal way easier than any other places. I started a short online chat for their inventory status. Jag followed up with a phone call within 10 minites. I traded in my SUV and bought my dream truck on the next day. Their staff I met were super helpful, and the process was flowless and stress less. I was even more satisfied with Ron at their service department when I have to go back to the dealership for a minor adjustment. Ron is so knowledgible to identify the problem, and provide solutions which is so custermer focused. I will definitely come back for all future services for my truck.
"Best dealership to do business with"
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.
Other Employees Tagged:
, mike held