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Key Scales Ford

Leesburg, FL

4.5
1,598 Reviews

1719 Citrus Boulevard

Leesburg, FL

34748

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1,598 Reviews of Key Scales Ford

August 28, 2023

Excellent customer service. The staff goes above and beyond and treat you like a family member. If you’re looking for an honest dependable dealership, that prides itself on inte More

by Greypasogirl
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
Yes
Employees Worked With
Brian , too many to name
Aug 29, 2023 -

Key Scales Ford responded

We always love bringing our customers the kind of service and level of care that they deserve. We take pride in crafting that personal relationship with you to bring you the automotive answers you need.

Aug 29, 2023 -

Greypasogirl responded

Thank you team key scales ford !!! Our family appreciates the excellent service we receive

August 28, 2023

The absolute worst our service advisor used profanity towards us. He refused to give us copies of what was done to our vehicle spoke with someone who identified themselves as both the GM, as well as the More

by c2cqhs
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
No
Employees Worked With
Brian
Aug 28, 2023 -

Key Scales Ford responded

Michelle, On Thursday August 24th, after picking up Luke's vehicle, the General Manager and Dealer called you and you kept her on the phone for almost two hours cursing and complaining about your experience at our dealership. Michelle, you were screaming at the General Manager while you constantly used profanity at her. The General Manager told you she would follow up with you on Friday on all of your questions and concerns. The General Manager listened to your complaints and concerns for almost 2 hours, that surely is a sign of someone who cares for their customers. We were committed to get resolutions to any of the questions and concerns. The General manager emailed you by 10AM on Friday addressing all of your questions & concerns. We have audio and video of the interactions between you and our staff. There was no profanity used towards you by any team member at Key Scales Ford. You acted rudely towards the staff members. Brian tried multiple times to explain to you that the supplement included all the original parts and that you don't add the parts together from each estimate. You kept contracting him and acting like you were correct. You were incorrect. Yes, Some of our team members did become defensive towards you when you were acting so rudely towards them and refused to listen to what they were trying to tell you. We addressed the staff accordingly. It was unfortunate that the Service Manager was not available to intervene at that time. No one tried to force you and/or Luke to do anything. We listened to the phone call where Brian told you the recommended services you needed, you declined, he said ok. Brian was nothing short of kind and soft spoken. A complete different version you told the general manager how rude he was towards you both. In trying to address your concerns and questions, we found out you were lying. You lied about the adjuster telling you to question the estimate. You told us we were trying to scam the insurance company and he needed you to question the RO VS estimate. The adjuster had ZERO questions regarding the estimate and said he had never spoken to you and for me to tell you to call him with any questions you may have. He completely agreed 100% with the repairs and estimate. You lied about the phone call between you and Brian. You lied about profanity being used. We have audio and video of your interaction with the team. Here is the recap email i sent you , which in all the emails that were sent to you on Friday, NEITHER you OR LUKE NEVER RESPONDED. Here is a recap of all items we spoke about last night. 1. Full copy of the repair order- emailed to you both at the XXXX gmail account. 2. Full reconciliation of the repair order to the final estimate from Farmers- done and emailed to you both at XXX@gmail.com and Scott @ Farmers. a. Scott at Farmers called me and said he had no questions on the repairs or antifreeze and was not sure why I was sending him the reconciliation. He said to call him if you have any questions. 3. Fuel- explanation sent in an email to you both at XXXX@gmail.com 4. Rotors/Brakes- explanation sent in an email to you both at XXXX@gmail.com 5. Ford Pass- emailed you both Ford pass information on how to earn and redeem points, emailed to XXXX@gmail.com 6. Phone call with Brian- still waiting on you to confirm that this was the call you were referring to last night, where you mentioned Brian had inappropriately spoken to you.? 7. Waiting on you to send me the recording that you mentioned you had recorded yesterday with your interactions with the staff. I need this to discipline the employee(s) properly. Having them cursing at you is COMPLETELY inappropriate and I will address them accordingly, but I really need this because our video/audio does not show them using profanity towards you. All the items have been addressed on our end, I will wait to hear back from you both on items 6 & 7. We HEARD Nothing back from you!!! Then today we receive a 1 star review. As far as a survey, Brian was so frustrated with you he responded to you go ahead and bomb the survey against me. He just accepted the poor survey he would get from you. We never said we were going to send the survey to someone in the dealership to give us a favorable review. Those days of trying to scam surveys, are long gone, and we have NEVER ever done anything to avoid a bad survey. This review is full of deceitful lies by the wife of the customer. We worked with Farmers Insurance on behalf of Luke and never once dealt with Michelle until pickup. The adjuster never dealt with her either.

Aug 28, 2023 -

c2cqhs responded

There would be no reason to fabricate any lies the time it took to generate. This complaint was done for a reason, and that reason is your dealership is dishonest, you are dishonest there was no cursing at you. Your service rep did, in fact, try to force us to get work done on the vehicle that wasn’t even necessary to this day we have not been providing any paperwork paperwork that I should’ve been able to leave with the day. The truck was picked up yet you insist you guys did nothing wrong. Your service rep was rude and thought he could bully my husband a tactic I’ve seen many departments due to the elderly and people that do not speak English And shame on you guys for allowing this to happen as for you, the general manager and the owner at no time did you guys offer any reason why we could not leave with the documentation that you now say we were entitled to yet it had to become an argument to get it The fact that this bad asked for $50 cash to be paid back to him yet we picked up the vehicle on empty and the laundry list of other complaints we have regarding our experience should be enough but I will leave the public to read this if they want a problem if they want to be bullied if they want to be insulted and if they want to have someone force them to do something, then they most certainly should go to your dealership, but anyway, with common sense that would want to avoid it should avoid your dealership as well

Aug 28, 2023 -

Key Scales Ford responded

Ma'am, with all due respect, just so you know, we have audio and video and our calls are recorded. I can send you a copy of your vulgarness if you would like. Audio & Video DOES NOT lie. Humans do.

Aug 28, 2023 -

Key Scales Ford responded

I am happy to show any future or current customer, the video and audio of our interactions with you.

Aug 28, 2023 -

Key Scales Ford responded

Are you also calling your adjuster a liar and dishonest. He told me you were lying.

Aug 29, 2023 -

c2cqhs responded

I think the fact that you are constantly willing to bicker back-and-forth over what I consider to be a horrible experience speaks volumes no real GM or owner of any dealership we go back-and-forth like this publicly I think you need to read other reviews regarding your dealership and experience with your dealership, and both sales and service and I think you need to work on things internally and spend less time responding to me

Aug 29, 2023 -

Key Scales Ford responded

When you are trying to publicly hurt ( your words to the GM) a hard working dedicated employee and the company with no validity to your claims, The company has a right to protect its staff and state its position. If we had done all the things you state we did, the staff member would have been severely reprimand and a public apology would have been given to you. We watched the interactions again on video to ensure we were not incorrect, NOT once DID He curse at you EVER in all your interaction with him. We will let all the great reviews stand for themselves. We fall short and when we do, we are humble to apologize and make it right with the customer. We pride ourselves in honesty and integrity and treating our staff and customers like our family. Treat others the way you want to be treated. We do not tolerate abusive customers who curse and treat our staff inappropriately. There is no need for this behavior in today's culture.

Aug 31, 2023 -

c2cqhs responded

All anybody has to do is read your Google reviews and they will see my complaints are the same things that others are complaining about and making sure to leave reviews regarding their experience …. there are so many untruths that you tell but the bottom line is I did not leave my itemized receipt like I requested, and was entitled to the bottom of the page said one of three and I never got pages two or three it was obviously some thing to hide why you would not give us paperwork regarding what was done, and I question whether or not the repair was done correctly . And the fact that your employee so that they put $50 gas in the truck and we were on empty with 6 miles to go before running out for gas. This was another lie and your employee telling me he doesn’t have to discuss xxxx with me because the truck wasn’t in my name and that is the furthest thing from the truth because the truck is in my name and I should’ve been given an explanation, so you see if anybody looks at your Google reviews there are many many complaints regarding both you and your service department and you might want to take the time to read your responses because everything you do is deny responsibility on everything and there’s a pattern of it

August 24, 2023

Breanna and Fred were both wonderful in my car purchasing experience. The team was helpful and also very efficient during the process in my purchase of my Ford Bronco. They were quick to respond as well. Wou More

by Alexandra
Sales Price Transparency
Trade-in Experience
Purchase Time
Finance Experience
Recommend Dealer
Yes
Employees Worked With
Breanna Case
Aug 25, 2023 -

Key Scales Ford responded

We greatly appreciate you taking the time and effort to leave such a positive review, Alexandra! It was a pleasure serving you and we hope to see you again soon! Thank you for being part of our Key Scales Ford Family.

August 22, 2023

I do NOT recommend anyone purchasing a vehicle or bring their car to this dealership for ANY service related work. They are unprofessional and deceitful! They run diagnostic tests and charge you for repa More

by Theresa
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
No
Employees Worked With
General Manager -
Aug 22, 2023 -

Key Scales Ford responded

Theresa Owens 2017 Ford Escape On 4-7-23 Ms. Owens calls in to schedule an appointment. Indicates that she was told it was an alternator concern. Appointment is made for 4-24-23 RO # FOCB248673 dated 4-24-23, advisor training is to get more information from client on what the vehicle is experiencing. Advisor documents customers complaint. Customer states car is running rough & hesitating and feels like it is all over the road. Technician diagnoses vehicle, right hand motor mount & transmission mount failed, steering gear failed internally. Customer is given an estimate of repairs and declines. Customer acknowledges and signs document. RO # FOCS248734 Liberty STF Inc approves $2,097.89 of the repairs leaving a balance of $1,009.69 that Ms. Owens will need to pay out of pocket. Repairs are authorized and completed. Customer again signs documents approving and acknowledging repairs. . This repair order is doing the repairs from the previous RO # FOCB248673. Repairs are completed May 3rd. RO# FOIS249321 on May 17th Ms. Owens comes back to the dealership and states anytime going over 40MPH car starts to shake, can hear vibration and it is worse when you are on the gas and the faster you go, the worse it gets. At this time, the technician checks all of his work from RO FOCS248734 to ensure our repairs were completed properly. The advisor and the technician drive the car, and do not experience the same concern the customer stated. We did not charge Ms. Owens for our technician’s time to revisit the prior repairs. On 7-27-23 When Ms. Owens spoke to James (service advisor) , James consulted with the technician involved in the repair. The technician restated he had already inspected the vehicle back in May and would need to check the balance on the tires to see if there was an issue with the tires based on the information provided by the customer from Repair Order FOIS249321. The only way to verify the tire balance is correct is to balance the tires. The customer agrees to balance the tires. See RO FOCS250997, We charged Ms. Owens $89.88, but we refunded her $5.40 where we overcharged her. On 8-3-23, Shirley called Ms. Owens to review the survey results and discuss her perceived issue with her vehicle. After speaking with Ms. Owens, Shirley consulted with the service manager Donna and we agreed that we would have a senior master certified technician, Shirley and the client take a test drive to recreate the customers’ concerns. On 8-7-23 Ms. Owens rode with Shirley and the Senior master technician. During that ride, the senior master technician experienced road noise that is characteristic of her Escape and the road condition. When he puts the vehicle in gear with his foot on the brake, there is a slight vibration/noise in the under-hood area. He agreed if she dropped the vehicle off the next day, he will inspect the work the previous technician had performed. On 8-8-23 Ms. Owens drops the vehicle off. Troy inspects the vehicle and does not see anything related to our repairs done that would cause the concern. His only suggestion was to disassemble the vehicle to inspect the transmission mount that was already installed for possible part failure. This is highly unlikely because we have no documented cases of a transmission mount failure when they are new. But we were willing to go verify if the part had gone bad. Donna, the service manager, calls Ms. Owens to confirm with her that the vehicle can be left overnight. Ms. Owens said no she is unable to be without her vehicle “ever” and asked if we could provide a free loaner car. We only have loaner cars available for customers that qualify. Ms. Owens did not qualify for a free loaner car; we did offer a vehicle to rent. She declined. Donna explained to Ms. Owens that we needed authorization from her in case the issue was unrelated to our repairs. The customer refused. Donna tried to explain to the customer that the vehicle is a 7-year-old vehicle that we have limited-service history on. We do not have any maintenance records on this vehicle either. This slight vibration/noise could be a plethora of issues. For example: A valve body in the transmission could be starting to fail, internal engine issue, drivability concern like spark plugs and coils, could be a vacuum leak, emission component failure to name just a few. Or it could be a normal characteristic of this vehicle. See document # F for this visit. Ms. Owens got furious. She said she was coming to pick up the car. Donna tried to explain the situation to her and come to a common ground with Ms. Owens. Ms. Owens said she is not taking financial responsibility of anything regarding her vehicle. We explained to her that we could not proceed without her cooperation. Finally, Donna had to get the General Manager because Ms. Owens was pounding her hands on Donna’s desk and demanding us to fix her vehicle for free. The General Manager reiterated what Donna had said. The customer was unreasonable and tried to say that her initial concern was this vibration. We told her all the signed documentation doesn’t support her statement. We checked this vehicle multiple times and never verified a concern that relates to the work we performed. If Ms. Owens had accepted financial responsibility for her vehicle, we would have continued to assist her in trying to identify this slight vibration/noise. She chose not to. This customer filed a complaint with the BBB , However, the BBB acknowledged that the business addressed the issues in the compliant. The customer refuses to accept financial responsibility for her vehicle.

Aug 22, 2023 -

Theresa responded

WOW! Here we are again with absolutely not factual and deceitful information. Your integrity never ceases to amaze me. I will not further embarrass you with documentation evidencing KeyScales unbelievable, unprofessional, deceitful and unlawful business practices to name a few. Refer to ALL complaints filed against KSF with the BBB and just do an online search ... rants raves and reviews and type in KeyScales Ford Leesburg, FL ... (Yelp reviews KeyScales Ford Leesburg, FL) for more detailed factual information. I'll let that speak for itself as I am just one(1) person. Truth will always prevail. Just sit back, watch, wait and see. Again, BEWARE of purchasing a car or having service work done at KeyScales Ford, Leesburg, FL.

Aug 22, 2023 -

Key Scales Ford responded

Ms. Owens we have been in business for over 50 years and it is NOT by being deceitful and having NO integrity. We pride ourselves in being a dealership with integrity and honesty. We have NO reason to falsify documents. You signed all the documents agreeing to the concerns and repairs performed on your vehicle. Your concerns that you signed for were addressed properly. If you are having further issues with a 7 year old vehicle which we have ZERO service history on prior to your initial concern, then the vehicle needs to have further tear down & diagnostic, regardless of what facility you would take the vehicle. As we have told you multiple times in multiple ways, YOU must be financially responsible for YOUR vehicle. We have many happy long term repeat customers. We have great reviews online and we have been asked by BBB multiple times to become accredited with BBB.

Aug 22, 2023 -

Theresa responded

It is my opinion that yes as you supposedly claim you may have many happy returning customers but at the same time you have just as many if not more very dissatisfied past customers which oddly enough address same issues I experienced in dealing with you and your dealership. Like I stated earlier … yelp and other websites speak for themselves. We can’t all be lying. My documentation is factual and reflects negligence deceit over charging by yourself and KSF staff.

Aug 22, 2023 -

Key Scales Ford responded

Mrs. Owens, All this bantering shows how unreasonable you are. You hold no responsibility for your contradictory actions or better yet being financially responsible for your personal vehicle. You slander people with no regard. No one here is a crook. Ma'am, there is no reasoning with you and that was the problem the day in the office when you acted unprofessional to our service manager. Our service manager had to get the GM because you were so unreasonable , angry and demanding, even though we had gone above and beyond for you multiple times at our expense. We are no longer interested in bantering with you. This is what you did that day in the office, continue in a circle of confusion , accusations and falsifications. To summarize: You declined to go further with your vehicle. Your choice. Best Wishes to you Ms. Owens.

Aug 23, 2023 -

Theresa responded

Say what you like. I was taught sticks and stones can brake my bones but words will never hurt me ... how's that for bantering? Again, I know and speak only truth. You have NOT spoken truth and I have documented that in writing. Your staff has also lied and more importantly, falsified repair documents. I also have evidence to reflect this as well. Again, the truth will prevail. You nor KSF will financially take advantage of me like you have done and I intend to seek justice not only for myself but for all of the other past dissatisfied customers as well as the poor new victims that have know idea about KSF's unethical business practices, unprofessionalism, lack of integrity, fraudulent money making scheme etc. that KSF and their staff is running behind the scene. I

February 15, 2023

I had my 2019 mustang serviced today . every one was very helpful. the service man,James,was on top of his game and I was in and out in no time I will be back again. More

by jvschooley47
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
Yes
Employees Worked With
James in service
Feb 15, 2023 -

jvschooley47 responded

Good job on my car service today

Feb 16, 2023 -

Key Scales Ford responded

Thank you for the great review! We’re thankful for the opportunity to work with you and keep your vehicle running smoothly.

January 21, 2023

Fast service, really nice trucks my sale men was Hunter Graf was professional and knew his vehicles More

by joeymobilemechanic
Sales Price Transparency
Trade-in Experience
Recommend Dealer
Yes
Employees Worked With
Hunter Graf
Jan 23, 2023 -

Key Scales Ford responded

Thank you so much, Joey, for taking the time to leave such a fantastic review! We appreciate you visiting us and we look forward to continuing our role as your go-to dealership.

September 10, 2022

Went to buy a 2014 C- Max less than 11k miles for $16,000, I’d called the dealership and spoke to Kevin(sales) as no pictures on the internet, I asked home to describe the vehicle to me-car seemed pe More

by adammetcalfe31
Customer Service
Friendliness
Price
Recommend Dealer
No
Employees Worked With
Kevin Fessler
Sep 16, 2022 -

Key Scales Ford responded

Hi, Adam. We’ve tried reaching out to you regarding these concerns, both over the phone and through email. It seems you are under the impression that we have charged you for the initial deposit on the vehicle. As you requested, we did not submit your credit to any lender. When you decided not to go through with the purchase, we had your deposit refunded a couple days later. As far as running your credit is concerned, when you inquired about payment plans, we informed you that we would need to receive a credit application and pull your credit to have an approximate idea of the plan. Your wife then proceeded to fill out and sign the application. It is unfortunate that you misunderstood the process. We will learn from this experience and work hard to ensure we are more clear with our wonderful customers in the future. If you need clarification regarding anything else, please reach out to our GSM, Don Garrett, at 352-787-3511.

Sep 16, 2022 -

adammetcalfe31 responded

Hi Don, First of all I think you need to read my email again and look at the pictures( advertising the car for $16,000) or perhaps change your ocularist. I’m not under the impression that you charged me initial deposit- I left the $500 to hold the car. My wife and I told Ishmael(finance/warranty) Kevin and your desk manager- that my wife had a 791 Auto beacon score and been approved from a Lexus store. Yes my wife started to fill out a credit app, signed it but my wife scrubbed out her signature and we told Ishmael, Kevin and the desk manager not to check credit. The facts are: 1. You advertise the car for sale at $16,000- but don’t honor the price- you bump $500! So why not advertise the car for $16,500? 2. You’re salesman describes the car over the phone (no pictures on the internet) but fails to mention the accident damage on the drivers side! 3. After expressly telling all 3 members of your staff not to pull credit- you go and pull it anyway! My wife hadn’t signed a privacy document either!

Sep 16, 2022 -

adammetcalfe31 responded

4. We gave the deposit on the 9th and did not receive a refund the following day… but on the 13th!

Sep 19, 2022 -

Key Scales Ford responded

Hi Adam, We have the signed credit application by your wife, with nothing scrubbed out, giving us authorization to run her credit. The initial $500 deposit was taken on 9-6-22 at 7PM to hold the vehicle. Once you decided you did not want the vehicle, we refunded the $500 deposit on 9-9-22 at 940AM. Credits take a few days to process from the credit card processors. That is something we can not control. The vehicle has no history of any accidents, the vehicle had scratches on the drivers side front bumper, which we said we would fix for you. This vehicle is 9 years old ( in model years) it is bound to have scratches or some sign of wear. We did not submit your credit to any lender or shared any information to any bank. We only pulled your credit score to give you an idea of your payment. We are sorry that we could not earn your business. We wish you the best in locating the vehicle of your choice.

Sep 19, 2022 -

adammetcalfe31 responded

Hello, I see that you haven’t answered facts 1&2 to my satisfaction! If you look at the pictures it wasn’t a scratch, the wheel arch was creased and the bumper broken. We asked several times about the “scratches” and only the one key- and were told by Kevin the salesman “sold as is”. When we asked Ishmael he said he would ask the used car manager. I’ve bought many cars , new, used, classic and import Defenders from England so I’m well aware so I’m well aware of wear and tear Concerning the deposit, we were told “we will hold the deposit overnight, call us in the morning and I’ll tear it up” Actually my wife had to fill out a form for the refund and the signed and approved by the back office. We purchased a new 2022 VW Taos for our daughter funnily enough without any shenanigan’s from the salesperson or dealership. When I passed my driving test many years ago, I was very fortunate my father took me to the nearest Ford dealership and bought me a new mustang-as his father did the same- even though my father hadn’t driven a Ford for years. Ok I went cheap and was buying used, but it was going to be a Ford- your employee’s, business practices, dealership have left a nasty taste and I will never purchase a Ford and of course my 16 year old daughter will never forget the delightful experience! Honesty and integrity aren’t part of your DNA and business practice. I hope the back and forth ends here because without doubt you are waffling and a stranger to the truth.

Sep 20, 2022 -

Key Scales Ford responded

Our website priced the vehicle correctly. We strive ourselves on honesty , transparency and integrity. If you felt otherwise, all we can do is apologize for your experience. How wonderful you found a great vehicle for your daughter. Best Wishes.

July 26, 2022

Outstanding customer service, highly recommended for your new Ford car needs. Clean, nice show room More

by ragasser
Customer Service
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Fred Almonte
Jul 27, 2022 -

Key Scales Ford responded

Thank you for your kind words!

June 21, 2022

This was our 2nd car that we bought from Key Scales Ford and both times we were treated by people who care about what they do. We were not just a number, and you could tell they really care about their cust More

by DNIGHT
Customer Service
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Kevin Fessler
Jun 22, 2022 -

Key Scales Ford responded

We appreciate your loyalty and patronage. Thanks for leaving us a 5-star review. We are ready to continue meeting that standard time after time that you visit us.

June 20, 2022

After searching all over north Central for a reasonable deal on a new or used Ford for over a week l found an acceptable vehicle at key scales. Ford in Leesburg. My salesman Fred almonte was competent, str More

by Dcthunderroad5353
Customer Service
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Fred Almonte
Jun 21, 2022 -

Key Scales Ford responded

Thanks for leaving such a good review. We’re ready to work hard to earn 5 stars next time you visit!