Review Title: Very Disappointed With Service I purchased my Ford Mustang Mach-E from Key West Ford a couple of years ago. At the time of purchase, the dealership sold me an additional 6-year bumper-to-bumper coverage, which I was told would cover electrical issues and related problems. Recently, I brought my vehicle in because several warning lights were appearing on the dashboard, including the tire pressure sensor warning. I was charged for diagnostics and service with the understanding that the issue would be fixed. Unfortunately, the tire pressure sensor warning still appears every time I start the car, meaning the original problem was not resolved. Even worse, after the service another issue appeared that did not exist before -- a "Door Fault - Service Required" warning now shows on my dashboard. I also believe I should not have been charged the diagnostic fee. My vehicle is covered under the manufacturer warranty from Ford Motor Company for recall-related or electrical issues, and I additionally purchased a premium extended warranty, which I paid a significant amount for. Despite these coverages, I was still charged and the issue was not resolved. It is very frustrating to pay for diagnostics and service only to leave with the same problem plus a new one. Considering the price of this vehicle and the extended coverage I purchased, I expected a much higher level of professionalism and proper troubleshooting. At this point, I feel like I was charged for a service that did not resolve the issue and may have created another problem. I hope the dealership reviews this situation and contacts me to properly address and correct these issues. read more

I recently purchased a new-to-me vehicle and it has everything I was looking for. Staff are friendly and attentative but don't put any pressure on you. Overall it's been a good experience. read more

A very unsatisfactory experience that I faced at Key West for being a loyal customer for years !!! -PETE KUN ? SERVICE MANAGER is the rudest management I had to deal with . I was recently charged multiple times within 2 months for a service check for My Ford transit that was purchased at Key West. I brought this to the attention of the service manager, PETE KUN, who bluntly rudely told me to take my transit else where and refunded me $400 dollar after me spending almost 2k on service which made no differnence and for wasting my time and my work hours . He is the rudest man ever that I had to deal in a service field . SHAME ON HIM BEING THE SERVICE MANAGER! How many other customers have been ripped off at this dealership and been charged for a service they did not receive properly ? This situation is a service blow to the professional integrity of this dealership, severely tarnishing the Ford Brand Not even worth a one start rating! read more

After my terrible experience at Key West Ford, I received nothing short of fantastic. I was contacted by the manager and owner to rectify the situation. It doesn't matter how big or small a business is as long as they care about their customers. Thoroughly impressed. Thanks guys. read more

I bought a tuck it has had lots of electrical issues also a coolant leak internally the extended warranty is a scam I can't believe what iam going through trusting in key west Ford be aware they will leave you hanging they don't care read more

So bad service in service department. Manage don't know how to talk with customers. They didn't fix my van same issue third time and manager said go somewhere else fix it . read more

I bought my first Ford from them in 2016 but they've stopped honouring the standard discount for Ford workers. Greedy move. I tried to be loyal but they don't care, only want your money. Take your business elsewhere. read more

Very nice and easy to work with. They were able to find a couple of clean vehicles that met my description. Summit and Wes were really accommodating. The lot is massive and they probably have the best selection in town. They also recently renovated their showroom and it makes for a really nice buying experience. read more

Twice, my car had stuff stolen while at Key West, first time was just spare change, 2nd time they had my car for better part of day looking into usual ford problems, it wasnt until a week later, I selected the USB stick for music, and there was nothing, I looked in my center console and the 64gig storage stick was gone, a cheap dashcam I had in there gone too, sunglasses out of glovebox, basically anything of value was gone out of my car. My car is always locked, im the only driver. Will never go there again when you can't trust the employees there to rip you off! read more

Very bad service! Liars!. Took it for service on Thursday at 10 am (1hr-2hr) they said they couldn't have it ready that day, so I had to leave it overnight and it was ready to be picked up at 11am. I had to reschedule many appointments I had already made.! Very rude and unprofessional. Then I had to pay $234 for just inspecting my 2013 Ford Fiesta that has a problem with the transmission and always has had since the first day of purchase, and there even an ongoing lawsuit against Ford for defective transmission in these models. They said it's not the transmission and it's they have to undergo more inspections that require more time and it's gonna cost me more! They ended up making excuses about this problem and I ended up having the same problematic defective and dangerous vehicle. Then they said they have washed it and ready for me to pick up. They didn't wash it! It was al dirty upon picking up! I have pics to prove. Ford is a horrible company and have many problems with their vehicles. It has caused me great financial loses as well as wage from my employment due to this vehicle, I use my car for work ( I work in it, from it ) it's my work tool and equipment. read more

This is a review of the service department. I bought a new hybrid sedan here approximately 3 years ago. Overall, this place is expensive and, as some other Yelpers have stated, always act as if they are doing you a favour. Here are my observations: 1. It should not take 2-4 hours for an oil change, particularly when it's scheduled a week prior 2. My vehicle is recommended by Ford to take synthetic oil, yet the service reps themselves think there is an error in the cost almost every time they charge me; the service is $150 including tax. 3. I have had my car washed by the service team twice in 6 visits. For the wait and cost they could make this a courtesy. I once complained and was told no car wash due to water restrictions and/or broken hose bib. I was told in an aggressive manner to "come back later and we'll wash it". After waiting all afternoon I was not coming back. I bring my car here because I don't trust non-dealer service to do the work on my hybrid. They do good work. The service desk has some new faces so it's friendlier. It's pricey and time consuming but it's Ford service, which I trust from past experience. read more

I am writing this review in hopes to warn people about a very bad auto purchase gone wrong (twice) from Key West Ford, New Westminster. This review does not reflect the service department as they have been great, very understanding and working with me under warrenty on the never ending vehicle repairs. Thank you service for making this somewhat bearable, you have been very professional and accommodating the entire time. This review is based on the Ford quality, sales and management. Just because the service department has been so awesome I am giving them credit for the 2 star rating. I have been burnt by Key West Ford with two lemon vehicles. Never-ending repairs and an unsafe vehicle that I am stuck with. I have been told by a manager that they will not consider refunding my money, offering to extend my warranty (for peace of mind for future repairs), or any other type of compensation. I initially bought a used 2015 Ford Edge Sport with 24,000 km's on it at the end of June from the pre-owned vehicle inventory at the Key West lot. When I bought that vehicle, it was sold to me by a sales rep who quit only a few days after the sale was completed. The 2015 had an immediate recall due to a water leak that took over a week to repair (I was provided a courtesy car). As soon as I took back the vehicle, it started smoking. The following day, I was told that it was repaired and that the issue was a failed oil pan gasket. I picked up the vehicle a week later as I was out of town when it was finally repaired. The next day, the vista sunroof failed and was stuck open. They took it for another week to replace the motors. The first replacement motor from Ford arrived defective, so they took one out of another vehicle on the lot to replace on my vehicle. During this very frustrating process, I was dealing with the assistant General Manager. I was told now that he he is no longer with the company. Both my salesman and the manager whom was trying to help me no longer work at the dealership, nor for Ford. I have been informed from one of the sales managers, and finance officers, that the General Manager will not speak directly with customers on any matters. Key West's customer service has been an absolute runaround of endless circles and finger pointing. I was told to deal with the service manager and continue getting repairs as needed. At this point it has become totally unacceptable. Prior to his departure, the assistant GM assisted me with a trade-in for a newer 2016 model as a solution to the ongoing issues from my initial 2015 model purchase. The replacement vehicle has half the mileage with only 13,000 km's on it and came with an extra year of manufacturer's warranty. One month later, my second Ford Edge from Key West also began having multiple issues. A couple days before making my first car payment, it started making a metallic grinding sound when driving and all of the safety systems (Airbags, ABS, collision avoidance, traction control) failed. The entire dashboard was lit up with errors. I returned it for service again, and they had it for a week. They replaced the driver side rear axle and could not seem to pinpoint the driver safety systems issues, but confirmed that they saw the issue. After multiple computer scans, they said that they reprogrammed a couple of the modules and that they believe this may have resolved the issue; but were not sure, as only time would tell. I was told that I could leave the car longer for them to test or drive away with it (they claimed it should be safe). I was tired of driving Enterprise rental cars, so I took it back (Friday, Sept. 9th 2017). After returning home and parking it, I noticed a wet musty smell and discovered that the driver and passenger floor mats were soaked, just like my 2015 model. I have left it with service again the next day and it will be gone for another week as I drive another courtesy car. In the little over 2 months of ownership between the 2 Ford Edges, they have combined repair times of nearly 1 month, not including this week that it is going back in for the second recall due to a water leak. In both vehicles, my first car payments came out while driving a courtesy car. To make matters worse, due to Ford's finance department exchanging vehicles, it was a requirement to dissolve the first bank car loan and make a new one. They did this with a different bank the second time and, as a result, lowered my credit rating to the point that I am uncertain if I can apply for a new car loan at a well-qualified rate with a new dealership. At this point, I do not trust Ford vehicles and would like my money back to pay out the car loan that they have setup for me and to take my business elsewhere. Vehicles that are this new should not be having such extensive problems. Ford needs to go back to the drawing board, and get things right. read more

What a s***hole! I booked a test drive for a Mercedes that was "in excellent condition" according to the sales guy "Klause" who claimed to have personally checked the car. When I arrived in the rain I found a dumpy version of the car with interior damage to the extent that I walked away. Thanks losers. Most of the inventory here, along with the office, looked trashy. Best to avoid this spot... read more

Don't expect to get any kind of service with a smile. Each time I've brought my car there I get the same guy at the counter that acts like he is doing you a favour when bringing in your car. I have a recall that needs to be addressed and was meant to leave my car there. Once I asked what I was going to be using as a courtesy car, he laughed and said I didn't ask for one and if I wanted one it would be another week. I hate coming here but it's the closest dealership to my home. This review does not reflect the sales or mechanics as they do a great job. Try and have your customers leave happy especially since your prices are generally 25% higher. read more

I would not recommend this dealership. They sold me a total lemon and then charged me an arm and a leg for repairs. When I needed a headlight replaced they wanted to charge $200 so I took it to a local shop instead who charged me $20. Then the car had a recall that they refused to service because they said I wasn't a loyal enough customer. Very unfriendly and inconsiderate people who run and work at this business. read more

Terrible service! Their only concern is sales. False promises until after you complete the sale. Then it's you get what you pay for. $80,000 on a new truck and it's been to their dealership 2 times and on the second time around they tell you they need more time. 2 days wasted; 1 day literally standing and sitting in the dealership. Salesman could not even arrange for truck to be detailed or at a minimum washed! 2 trips, at 1.55L all to be told there will be a few scuffs... It's a brand new limited!?!?!!! Why would it be on the inside ? I don't want to waste another minute on hold waiting for sales, manager, detail and certainly not driving their base small sedan I want what I paid for nothing more, nothing less. All I'm getting is less, most importantly I'm getting a terrible and lasting impression of their customer service read more

From a disapointing experience to one that exceeds expectation. The owners/managers at Key West care about fostering relationships with its customers. The short of it is that I had an overall positive experience with this dealership, and I didn't even purchase a vehicle here. The longer version is that I came here to test drive a vehicle and had a subpar experience. The manager found out about this and immediately contacted me to rectified the situation. He offered free service to the vehicle I bought from another dealer just to show that the experience I had was a one-off. Well, as promised I brought my car in, they performed the service flawlessless and even went so far as to replace a burnt out reverse light and wash the car for free. If I am to look at a Ford in the future, why wouldn't I come to Key West, right? read more

We came in several months ago to look at used cars. All the salespeople were lurking around the entrance, so the second I got out of the car they were on us like vultures. Our saleswoman (Sonia, I believe) was very helpful, not too pushy, and answered all of our questions. We weren't ready to test drive that day, so we said we'd possibly be back another time. She asked for my contact info so she could email me the info on the car. BIG mistake. She phoned me 4 times over the next three weeks asking when we would be coming back in, even after I told her that we had decided against the model of car we looked at (Fusion). To this day, I am still getting emails from Key West asking for my business, and to fill out surveys etc. I bought a car (a Honda from a Honda dealership) at the end of May, and Key West Ford is still trying to sell me a car. So to sum it up, they've got some nice staff and a great selection of new and used cars, but unless you plan on buying a car from them indefinitely, avoid giving them ANY contact info, as they will abuse it and bombard you with sales-begging. read more

Purchased my 2011 Ford Edge here and I received fantastic service from Cam and we received a very fair price for our dodge trade in (can;t say that about other lots I took my truck by, about a $2000 difference the whole process from the time I test drove my car to getting the financing was very smooth. It is a very busy location, with a lot of staff buzzing around. Friendly people and the financing lady was really nice. Lots of stock to pick from in the lot. I got a really good deal on my car and it was sparkling when I picked it up. I have since sent friends to this place and they also did receive good service from this location. After reading some of the other reviews its hard to believe that we are all dealing with the same place. Maybe the sales reps were having a bad day? The only thing I can say is it was far from my experience. I will be returning here when it comes time to trade my car in about 3 years time. read more

I had purchased 2 ford pick-ups over the years. 4 years old thereabouts when they were purchased. Nothing really wrong with the feeling of the purchases at the time. The people are all pretty friendly. Just two post purchase complaints that are worth my time to save others the trouble. I was often back at their service desk for some regular maintenance or major repair. Nothing really wrong for most of my visits. I stopped taking my truck to their repair shop when I clearly caught them in a couple of price inflation infractions. The first was simply trying to charge a loyal customer $100 or so more per tire than I could have paid for the identical tires elsewhere. I passed it off as high dealer pricing. The 2nd time was regarding cam phasers that needed replacing and being told the labour hours to access the cam phasers were super high because of where they had been installed by the manufacturer. Little did they know that the 2009 did not have this problem and it was the 2007 and earlier they were referencing. They admitted to this error and repriced the quote. Still too high. This was a few years back now and my understanding of the mechanics has deteriorated, but I knew 100% that these guys were full of #?$& and were trying to charge me $6000 for something I had fixed for $3000. So it is only now that I write this because after a couple of years of not being a customer, I can roughly say that I have received 10 or 12 phone calls from sales people trying to sell me a new vehicle. As a happy Ram Owner now, I always tell them I am not interested and please stop calling. Guess what. They keep calling. Just happened recently and with 2 phones, I got several calls that I ignored. Then finally picked up one phone, told them the same thing. 2 days later another call on the other phone. Very frustrating. Bad note taking in their system I guess. Or they blatantly ignore the notes. Let's just say, having been in sales, they are likely losing more customers than they are getting by doing this. What are the odds that I am in the market for a new truck at just the moment they call? Jeez. So basically their harassment on the phone spurred me to finally say something. Figure even if I save one person these headaches, it was worth my time. By the way I still pay a stupid 6.9% ($584/month for 72 months) on a $28,000 used truck over 4 years later. So dumb, but it was necessary at the time. Very happily and with a few more brains. I bought my $60,000 2017 ram 2500 last april with 0% financing with $12k down and only pay $1001/month on the $48,000 balance. That is on a 48 month term. My point... ALWAYS GET 0% FINANCING. Thanks for reading and happy car hunting. read more

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. Nothing. 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) Working now with Ford Canada (and lawyer) to have this resolved once for all. read more

Had to bring in my car for service and from the moment I got there I felt I was not important. Appointment was at 1030 so I a arrived early and the rep could not look further bothered or uninterested. After handing over the keys I told him I would wait around for an hour and if it took longer to just call me and I would go and do something else and await his call. 2 hours later and me going back in, he finally said "oh I was looking for you, we finished the inspection an hour ago". I then asked what the damage was cost and if I could get a printout and he looked at me like I was insane for even asking. I will never buy another car or have it serviced at this dealership. If I could give less than one star I would. The lack of care, compassion or customer service was astounding. read more

This has to be one of the worst car dealerships now in B.C. My family bought many cars from them but are most recent purchase from them is annoying. Don't get me wrong they have a great sales team their and a shit service department and as soon as anything goes wrong with your car no one and I mean no one wants to deal with you. If you are a petrolhead like me this is definitely not the place for you. If you however don't care about your cars this is a lovely place for you. Also, if by any chance you have bought a car from them that just so happens to have vinyl on it I am so sorry to tell you but it has probably been scratched because their vinyl guy Mike does not really seem to care about others cars and has likely done it to you just as he has done to me and my 2016 mustang, but I'll admit he does well to hide the scratches my scratch was under my spoiler we're the vinyl ended he probably thought no one would ever see it. Never buy a car from there people they keep putting the blame onto you and never take responsibility for their actions. read more

I got my Ford Fusion serviced at Key West Ford on August 3/18 and was assured every thing was okay. The next week the car would not start, so put a battery charger on, and it started. A few days later the same thing happened, so I took it back to Key West Ford, (where I had purchased the car). They charged $60 to charge the battery, then put a new battery in. Total charge was $275.35, which I thought was very high. Most likely I will not go back to Key West Ford. Roy B. read more

We were in the market for a new car and these guys seemed very enthusiastic to make a sale. We called in and the salesman who I had spoken to was not available, so put us onto another. We explained what we wanted a new car or a near new vehicle and were cash buyers. So he comes up with a vehicle 3 years old with almost 50,000 kms on it. We say no we are not interested, then he looks it up and offers the same vehicle again, then he gets a print out and says "Yes here it is" and suggested the same vehicle again. "Seriously?" Did he not hear what we said? Is this guy for real? And it gets worse, then he offers a new vehicle and we ask for his best price reminding him we were cash buyers, then he says he would not offer a price until we signed up. Then he would give us a price. I think that cash buyers must be completely foreign to him as this sales technique seems more akin to a financed sale. We left in disgust thinking what an idiot, offers us a car three times that we do not want and then won't give us a price on a new vehicle for a cash buyer, just bizarre. So we drove to Richport Ford in Richmond, within 30 minutes we had signed up for a new car very happy with the deal and a quick sale for them. But then we get an email from the Keywest salesman who asked us if we were still interested, and replied quite politely that we had purchased a car as we couldn't get a firm price from the salesman, then comes an aggressive reply, "We are the number one dealer in Vancouver and we don't get into bidding wars" We didn't want to get in a bidding war. I felt like replying, We just wanted a price. If you want to sell something you need to provide a price, I thought this would be sales 101. We thought better of replying to his aggressive email then because we hadn't responded to his email comes the next aggressive email, this guy sounded like he wanted a fistfight. This is why I have posted here rather than respond to this schoolyard bully. I am very pleased I went elsewhere rather than these thugs. All I wanted was a price for a new car and they couldn't do it. I think that would be Car Sales 101 but apparently not to these guys. We have a friend that purchased and services his 6 F350's there and he was less than impressed on hearing about our experience and won't be anymore business with them. They may be number one but I expect not for long especially with Micheal Armitage working for them. read more

Everyone was super nice except for the owner/manager. He is the worse. No smile. No customer service skills. and we bought a vehicle from this place! At least be nicer and have a decent conversation with us. I bet he doesn't even remember our names. read more

We went to Key West thanks to an ad on the newspaper. We met John, a really nice salesman there. He was great, very friendly and definitely does his job. We asked questions about what we wanted and he was always open to answer. We already had our minds set into buying the truck that day but buying a car is a big purchase and questions need to be asked. That was when John called his "Sales Manager" (I wish I knew his name, he is tall, bald and has a pretty deep voice). He introduced himself, chit chatted a little bit and then we started talking business. My husband wanted to trade in his truck so he was asking how much they would give him for it. The "Sales Manager" changed his attitude towards being very arrogant and condescending!. He literally said that he wasn't going to move his people to find out what the value of the car was because he didn't even know if we were serious about buying anything!. He had a few other comments and he wouldn't even work out the numbers for us to look at the payments, fees, taxes and that was when I had it!!!. I told my husband to not waste his time with him anymore and we walked out!. Mr. "Sales Manager": 1) if we spent already 2 hours at your dealership looking around, test driving and asking questions, I believe there was a serious intention to purchase!. 2nd, if you don't appraise our truck because you don't feel like it, there are other dealerships that are more than happy to get the business that you turn away. 3rd, your loss! We ended up buying the truck the same day from the Ford dealership in Maple Ridge (West Coast) where they actually treated us amazing!!! (Best service ever!) and 4th, I am glad someone else got the comission they earned and not you!. I feel bad for John (the salesman) that has to work for such a guy!. I willl never go back there again and for sure I will let everyone know about our experience. 2 stars for them and that is just because John Pham was great!. read more

This review is about their detailing service. My boyfriend bought his truck from them and he "won" three free detailing packages, so he decided to treat me and took my car in for the full detailing package. We picked up my car the next day around noon. Later that day and even more so the next day, I noticed a weird, musty smell in the car. I called the following day and was told to ask for the detail department manager, and was given another number to call. I called that number and no answer so I left a message. Didn't hear back all day, so I called in the evening and spoke with another fellow who said no problem, I could bring the car back in and they would fix it. He asked me if the carpets were wet and I said I would check. When I pulled off the mats, one mat was totally wet as was the carpet underneath. I called him back and said I wanted the carpets shampooed again to make sure there was no mould. He said no problem. However, they are in New West, and I live far away, so I asked for a loaner vehicle to be able to get home and back. He said no problem and told me to call the customer service rep and gave me another number. I called that person several times, leaving my name and number with reception and on her voicemail. After trying all day and telling reception how frustrating it was that I wasn't getting any answers, the woman called me back. And she said that she is not in charge of the loaner vehicles for the service department. I spent all day trying to reach her and she wasn't even the right person. By then it was almost 5:30 pm and she was leaving so she said she would do what she could and would call me back the next day. She never called me back. I left my windows open and the mats off from the moment I discovered it was wet, and the smell seems to have gone and everything's dry, but what kind of detailing business would not fully dry out the carpets and CHECK before putting the mats back on? That's not my job to do - I have MY OWN JOB. And the fact that neither the detail manager or the customer (non)service lady never got back to me? Well, what can I say. So buyer beware, they are totally disorganized and one department doesn't know anything about the other, and they are unable to even transfer you, so you have to dial each time to talk to a person who is never there and never calls you back. read more

I bought a used SUV from here good service till we owned the car when we got the car they gave us an IOU paper to fix a few dents and wrap on the top of the car we took the car to get fixed and the top re wrapped and they said they would never agree to the re wrap even though it was written on the IOU the salesmen who sold the car said they would never rip anyone off but they did and our tire has a slow leak always have to fill up tried asking them to fix problems but they said not there problem read more

The absolute worst customer service I have ever encountered. The receptionist "Shelly" was the most unorganized person I have ever witnessed behind a customer service counter. The shop and service guys were great. A manager finally stepped in and saved the day. read more

I have never dealt with a service department like this one. We had an issue with a repair that was completed by the service department. When my concerns were expressed I was told that they "cannot go back in time and make it right" nor were they willing to make it right at all. The service manager was incredibly rude to me on the phone and when I asked for his name he decided to hang up on me instead. Just incredible! Don't bring your vehicle here, there are many many more reputable dealers and reliable service departments around you should not even waste your time. read more

I had picked out 2 models to look at. I was able to ask all my questions and have them answered to my satisfaction. One vehicle had not been cleaned, but otherwise met my initial expectations. A friendly bunch. read more

Watch the charge for documentation fees on used cars, online advertised at $399 but negotiations start at $599 ... do not trust this car dealer. Not a good experience, will never buy from there again! read more

I did not read any of the prior reviews however, my short experience with Key West Ford is to be considered not customer friendly. I have been looking at a 2018 used vehicle. Made the applicable contacts with a salesman called Ben, completed all necessary pre authorisation forms. However, no reply from anyone at this dealership (waited 10 days, called the dealership, emailed the dealership and chatted, but no reply.) Now as I can see it was for the better. Purchased a 2018 vehicle at the competition 15 minutes down the road. read more

Great sales department and terrible service department. I have been there 3 times for the same thing and they still screwed if up!

Dealing with this dealership has been extremely difficult. My Subaru Sti that I had bought from this dealership broke down on Friday. After 5 days of buying the car. It was towed on Friday to the dealership. I bought the extra warranty but I still don't know if that will cover fixing the car. I have not heard a single word from the dealership since. I have tried calling but no one seems to answer other than the secretary. I am fed up with this and I don't even know where my car is. Nor have I been offered a courtesy car. I had to borrow my parents car just to go to work everyday. Horrible service. read more

Extremely off-putting experience. I'd stopped in just to check out a pre-owned car and get some prices along with my wife and toddler. Meet with Ian. Before even taking the test drive I'm being asked for the keys to my current car and ownership papers for them to appraise while i'm out on the drive. Ok fine, a little premature and presumptuous but suppose it doesn't hurt to find out the value. Go for the test drive, the cars just ok. Agree to hear Ian out and get some info and ended up wasting another 45 minutes going into way too much detail about a car I hadn't expressed that much enthusiasm about, get a pretty low appraisal for my trade-in, and while reviewing documentation I learn the car I'm looking at was previously a rental vehicle and not a returned lease as originally indicated. Doesn't look good, politely tell him I'll think about it. Tells me he'll get his associate to give me some financing figures if i can just wait a bit. After waiting around for another half hour, wife and toddler getting restless. Finally I get brushed into an associates office who starts probing me for credit checks and negotiating on the terms of my financing. What just happened?? I'd never remotely indicated i would be taking the car and if I did I wasn't about to just forego negotiating the price or value of my trade-in and certainly would have discussed with my wife who had been off entertaining my son in the waiting room. The associate gets confused since "usually customers meet with her when the deals pretty much done". What kind of pushy slight-of-hand salesman nonsense is this? Highly irritated I leave. Next day I get a message on my voice mails from one of the sales managers asking me "what time I'm coming to pick up my new car" so they can "let their busy detailing department know". Phone calls persisted for the remainder of the week. Really turned off with this aggressive slight-of-hand sales approach, could never feel I trusted them enough to purchase a car from them. read more

While it was nice to find a vehicle to our liking at this location, unfortunately the service was, at best, sub-par! From the moment we set eyes on the vehicle we were lied to, misled & the attempts to deceive, in order to make an immediate sale was appalling at the very least. Luckily for this dealership it was the car that sold itself, trying to ignore the utter repulsive beguiling, we nearly dropped the sale, that was the highlight of the MANY adverse customer service situations we encountered. They completely seemed for forget that we are the customers, a commodity, their life blood & should be treated as such. They were not doing us any favours by us giving them our money! Sorry to say but this location is HIGHLY non recommended. I could go on in detail with the extensive list of grievances and name names, but this dreaded place has already taken up more time then I wish. Just would like to warn others, try a private dealer instead, believe me you'll walk away Much happier. A one time customer. read more

I own a high end car which was purchased from another ford dealership simply because they provided me with amazing customer service Today I went to key west ford to possibly purchase a roush or Shelby. I went in waited for someone to finally approach me The sales person was a nice guy he was trying to figure things out for is as I asked to test drive both cars to make a final decision. I have to add that I also had in mind to perhaps trade in my car if the price was right. After exactly 10 mins we walked out due to unbelievably terrible service. We were told by sales manager kam that the only way to test drive the cars is to actually sit fill all forms get approve for credit then we can test drive the car !!! Is that even a thing?! You pay for an expensive car before even sitting in a car! I was just simply shocked and disappointed in lack of service. You open a dealership pay for staff , expenses , rent To get customers hopefully walk in to purchase products you made for them and then simply losing two for being not so smart I will never go back to this dealership I rather go to my original dealership and get it ordered in Not to mention the car I wanted to test drive was rebuilt Wow Simply worst experience ever read more

Called for some information on a used vehicle on their lot. Spoke with Noella, who didn't really seem to interested in helping me. There was no price on the website, just the annoying "Please Call" When I asked about information on the model, and mentioned that there were similar models at another dealership I was looking at, she stated that the other dealership, while being owned by the same owners as Key West, were dishonest, and insinuated that the reason the other dealers price was so low, was because it had hidden damage. Anyways, Noella stated she would look at the vehicle, and get back to me in a few minutes. Well, 20 hrs later, no call. I call back and ask to speak to a manager, and speak with "Cam" who stated he was an "assistant GM". Cam said he would look into it for me, and call me back. He called back 5 minutes later, and said that Noella told him that she called me back, on my cell phone, and that I told her I wasn't interested. I informed Cam that she never called me back, and that my cellphone verified same. Cam stated that Noella was standing right in front of him, and that she wouldn't do something like that. So basically, Noella either a) forgot to call me back, or b) didn't care to call me back, and when called on it, lied to her boss. I told Cam that if she's indicative of the dealership, I wasn't interested. Read the reviews, this place is a scam. Check out dealer review. read more