Key Ford of Rockland

Key Ford of Rockland responded

Thank you for taking the time to share your feedback with us. We work hard to make sure our guests have an exceptional experience. We will share your comments with our team, and we look forward to working with you again. Experience the Key Difference

ladybearx responded

The 1st time i went in (a month ago) for an oil change (it was scheduled) after almost 3 hrs sitting in the waiting room, the man comes out and says "I bet youre wondering why its taking so long for "just an oil change."" I said yes. He replied, "We had our oil delivery yesterday and they didnt fill the type of oil you need. Sorry for the wait. We sent our guy to go pick some up downtown." I said ok. He replied "Ill come get you when its done." I said ok. Another hour goes by and its done. The man then tells me i have a rear pinion leak. Tells me its going to be $900-$1k to fix it. I told him no way i can afford that right now. He says "I dont pressure people into buy things." When i go to pay, i schedule the repair because he made it sound imperative and would cost MORE if i didnt fix it asap. I schedule for a month out (soonest they could do it). I wanted to use my reward points because they were to expire in dec. This man had the audacity to say to me "Lets do some girl math." And proceeded to say, "If you use your points today, youre still paying a little out of pocket. If you wait and use them at this next service youll have more points and itll lower that bill." Made sense, fine Ill wait til next appointment. I get there today (2nd appointment) and wait, he comes to see (yes, same guy) me and says they said "Your wipers are streaking and making noise, should we replace them for you?" (They seen this truck a month ago and now my wipers are "bad"? I said no, to which he then replied "You want to purchase some and ill have them put inside your truck for later?" I said how much are your wipers? He looked at his paper and told me "$96." Umm, hell no, i said, ill get them at walmart cheaper! He said "Thats fair. Ill come get you when its done." And walked away. When i finally got home, I look at my receipt. My truck went in at 8:08am and out at 9:52am, 2hrs labor. I was charged $525.35 for labor! I called and asked how much labor was for a hybrid vehicle, the man on the phone said $195/hr but its grid per job. He asked if i was calling from a shop, i replied no, i had work done there today and was curious. He asked my name, i gave it, he looked it up and said, yeah, its per job it was an almost 3hr job. I told him no, it went in at 8:08am and came out at 9:52am! I might be a girl, but i CAN math, thats 2hrs. He replied yeah, 2.5 hrs. So $525.35 ÷2hrs=$262.675 ! No one told me it was a grid per job pay, somewhere off to the side was a sign with hourly pay and its $50 more for hybrid vehicles, which was STILL u der $200/hr, i just cant remember the exact #. For this man to look up my service and STILL claim 2.5hrs labor is beyond me. I never got to use my points before i paid, and i mentioned it. The man tried to help by saying "You can buy the wipers with your points so theyre not wasted." I said no, theyre expensive. He said let me see what i can do. He came back and said "I called NAPA to see how much wipers there would be and billed through us, theyll be a little cheaper." I said, i just want my truck so i can leave. He said i should hear back any minute. So i waited. He came back and said "Theyre bringing them whether you choose to buy them or not." I said how much? He said even if its a little more out od pocket its better than wasting your points. And came back with, "Theyre $62." At this point i said fine, how long? He said 10mins. I waited 15mins before i went to see him at the counter. He REFUSED to even look at me. 20mins later after 2 other employees looked from me to hum back to me, neither asked if i had been helped, did another woman come from behind me and said "Sorry for the wait, here are your wipers." I got my wipers and left. I will NEVER be back! Total disrespect. One way or another, they were having me buy those damn wipers! $96 from them, $62 from NAPA billed through them, or what i wanted to do, buy them at walmart for $30! NEVER AGAIN! I have NEVER been so angry.

Key Ford of Rockland responded

Knowing that every step, from check-in to pick-up, helped keep your Ford Escape dependable for your travels is rewarding. We’re glad your Escape continues to get you where you need to go safely. Your praise of our service department and mechanics means a lot to our team. Experience the Key Difference

Key Ford of Rockland responded

Knowing that Nick made your first car purchase after such a difficult time feel easy is rewarding. Hearing that you would recommend him and our dealership means a great deal to us. Enjoy every adventure with your used Ford Bronco. Experience the Key Difference

Key Ford of Rockland responded

Your note about our clean facility underscores our commitment to a welcoming environment. Knowing you trust our service department to maintain your Ford F-150 is rewarding. Experience the Key Difference

Key Ford of Rockland responded

Thank you for providing this feedback, and we apologize for not providing you with an exceptional experience. We never like seeing that we didn't meet the standards customers have come to expect, but reviews like this help us improve. If you don't mind reaching out to us so that we can speak directly, we'd love to address your concerns in detail.

Key Ford of Rockland responded

We’re glad the purchase process felt effortless and that your new F-250 lives up to your expectations. Hearing your praise about our sales staff and how smoothly everything went means a lot to our team. Experience the Key Difference

Key Ford of Rockland responded

Your note about our professional service, friendly staff, and clean facilities reflects the high standards our service department strives for. Knowing that you recommend our dealership to people you know means a lot to Caleb and our team. Experience the Key Difference

Key Ford of Rockland responded

Knowing that our timely updates and pressure-free approach met your expectations means a lot to us. We’re pleased we could secure your new Ford F-350 at a competitive price and keep everything on track, even coming in on our day off. Your recommendation means a great deal to our team. Experience the Key Difference

Key Ford of Rockland responded

We’re glad the buying process for your new F-150 felt comfortable, and our sales team could find a deal that suited you. Knowing you’re happy with the payment means a lot to us. Experience the Key Difference