Key Scales Ford

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.

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

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.

Key Scales Ford responded

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

Key Scales Ford responded

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

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

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.

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.

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.

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.