Key West Ford Sales

Reviews 3

RI

Richard Wilson

If I could give these guys a 3.5 I would, but 4 also seems to be fair. The positive: I dealt with Ryan L. and Kelly Sparks during my visit here. I had been in contact with a number of dealers with the interest of purchasing a mustang. I settled on Key West as it seemed to be the best of the bunch with respect to their business practices and prices. I had traveled from Victoria to New Westminster to purchase the vehicle, and I think it was worth the trip. Ryan is extremely knowledgeable and helpful, and so is Kelly. Kelly at the time was new to the dealership and she was the primary saleslady I was dealing with while I was there. She didnt yet know the product to well, but that was okay, as Ive done a few months of research myself on it before hand. I had gone with the intention (and deposit) to purchase a used 2014 mustang GT premium. I left with a 2016 ecoboost which was really the car I wanted after renting it for a trip with the lady friend. What sets this dealer apart from other dealers is that I was not pushed to purchase the new model at all. I was presented options, and only after I had indicated my interest in the ecoboost models did the discussion go more towards that option. Dealers prefer to send you home with new vehicles instead of their used inventory, but I never felt like this was a priority for them. They did want to make sure I had the correct vehicle when I chose to leave. The 2016 was only a few thousand more and it came with the new car warranty vs the rather limited used car warranty with the other vehicle, which i why I chose it. Their insurance person was amazing. He set me up with a balance of third party insurance and ICBCthat only increased my monthly payment by $25, which is _INSANE_ (coming from a 98 civic). Definitely the best broker I have dealt with. Hes in house and I would go to him for any car insurance questions at all even if I wasnt with the dealership The negative: Their finance team left more to be desired. I dealt with Gurj on a Sunday where banks didnt answer phones for their auto department. I had expressed a keen interest on being with RBC but RBCs system was having issues. Instead I got approved for TD with the understanding that would allow me to leave and he could finish up RBC the day after, or stick with TD if RBC wasnt an option. I was told to expect a call the following day. I did not. Instead I was locked into TD. I had made two attempts to contact Gurj, once through Ryan and once via reception and had not heard back for two weeks. A lady in Gurjs department did return my call and explained that I was funded by TD and that going to RBC was no longer tenable. This was the worst part about the transaction. The other con was that they placed a rather ugly key west ford sticker on the back of the mustang. I had neglected to notice it due to my excited-ness for picking up the car but I had to pay to get it removed later. You dont put stickers on mustangs, people buy them because theyre fun to drive, and they take pride in maintaining their vehicle. If you must, dont put a giant key shaped on there, simply the name would suffice. I get advertising, but just leave that to the license plates for your higher end vehicles. Would be 5/5 if it were just for the sales and insurance staff.

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WA

walter ramos

I took my vehicle in to have the computer scanned for error codes. I was not looking for a repair, just the scan. I made that clear from the start. The lady that I booked my appointment with over the phone was very friendly and let me know that it would cost 1 hour of labor for the scan. she told me that it would be less than the regular cost of labor as it was only going to be a diagnostic scan - no physical work was actually going to be done to the vehicle. I booked my appointment for the following week. I was there on time for my appointment and dropped my car off. I had to explain what I wanted done to the person at the service desk. I told him I was having issues with my advance trac system and four-wheel-drive. I told him that all I wanted was to have the modules scanned for error codes. I told him exactly what I told the lady the week before. I was told that I would be charged one hour of labor but at a discounted rate because it was only a diagnostic scan. I got a call just over an hour later letting me know that my car would be ready to go in 15 minutes. I returned to the dealership in 5 minutes and talked to the service person. He told me that it would be ready to go soon and that he would come get me at the waiting room. I sat and I waited. After a half an hour, I approached the desk again wondering what the delay was. I saw my car sitting out front. The service person went to get my keys. He mentioned that the delay was probably due to the vehicle being vacuumed. I told him that i had not asked for that and that it wasnt necessary. The car had not been vacuumed, despite the delay. I received a copy of the code summary and the invoice. I looked at the invoice and noticed that I was charged a $12 shop supply fee. I asked the person what the fee covered as all that I had asked for was to have the modules scanned. He told me that it covered the cost of tools. I asked him what tools were used to plug into the computer to justify this fee. He told me that it also covers equipment such as car lifts. I asked him if my vehicle had been placed on lift and, if so, for what purpose as scanning the computer is a matter of plugging into a port under the steering wheel. I Also questioned why neither he nor the lady that helped me initially advised me that I would be charged this fee. I received the information that I was looking for. However I was very disappointed with the service because it seemed like excuses were constantly being made to justify questionable actions. Integrity is a key part of the service industry and I feel that my experience this time around was lacking that. They forgot that I was waiting for my car and came up with an excuse to cover their mistake, struggled to justify a fee that should not have applied to a diagnostic scan and did not give me accurate information regarding costs beforehand. I would have preferred honest answers to the weak excuses. I am very disappointed because I have received good service here in the past. Next time I need to take a vehicle to a Ford mechanic, I will take my business to the next closest dealer.

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AD

Adrian L

I had some reservations about Key West after reading online reviews. But their internet prices are good and against my better judgment, my wife and I bought a car from the dealership on March 1. I tried to negotiate a lower price than their website discounted price, but we got the usual “we’re blowing them out at cost” stuff. Nevertheless, we closed the deal, traded in an Audi A6, and put some cash down. Got a great new car. For what it’s worth, Jennifer, our salesperson, was pleasant and straightforward. A few days after the sale, by chance I noticed Key West Craiglist dealer ad with a price $500 less than I paid. It even included the stock number of my car. I remembered seeing this ad a couple of weeks before but didn’t think to print it out. Had I been on the ball, I would have brought it to the dealership on March 1 and if they weren’t willing to sell at that advertised price, I would have walked out. There was no fine print on the ad and no deadlines. It merely stated the price as “Internet Price”. I point out again that this was March 4 that the ad was online. I was angry but the situation was so clear it seemed like a no-brainer. My friends told me “relax….they’ll just refund you the difference if they have any integrity”. Yeah …. right. I emailed the dealership. First of all it was a “different car” in the ad. Then it was a “typo”. Then the ad disappeared promptly from the internet on March 5. But I had printed a copy. Same stock number. Same car. $500 less. I faxed it to them. The issue was passed up the chain of command. I got a call from the assistant GM. Here’s why I wasn’t getting any money back: 1. "That was a February promotion; you bought your car on March 1." Are you kidding me?? The price I paid (website price) was a “February promotion”. I had been looking at it for 2 weeks! So Key West is honouring one internet price but not another? I wasn’t born yesterday. 2. "We’re having problems with your trade-in. We paid you too much for it." This is a fully loaded Audi A6 that was $86,000 new. I don’t think $6,500 is an overly generous trade-in. The car has $140,000km on it. Sure it’ll have some problems. That’s why you check cars out before you buy. 3. "You got a great deal already." Not only is this condescending, its irrelevant. A few days later I got an email from Dacey, telling me that she wanted to ensure that I was satisfied and that Key West “develops a long lasting relationship built on a foundation of trust…” Sorry Dacey, we won’t be back. POSTSCRIPT: Megan--I have had no emails or contact from Adam. If he has an offer, he has my email address!

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