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3 stars 13 reviews

Key West Ford Sales Ltd

301 Stewardson Way
New Westminster, BC  V3M 2A5

(604) 520-3055

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Information from the business
English
April 27, 2013

Specialties

Key West Ford is a Ford Franchise Dealership located in New Westminster, British Columbia. In addition to new Ford vehicles we also carry approximately 400 pieces of used inventory from every make and model as well as a specialty line of "Roush" Mustangs that are hand built and boast over 570 horsepower and 505 lb/ft of torque.

Our award-winning service department is ranked number... more

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April 26, 2013

Key West is a Ford franchisee and a pre owned vehicle supercentre. Our mission statement is to provide the consumer with our Buy With Confidence motto

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Reviews [1]
English
3 star rating
amy July 24, 2009
Salesman didn't know the product and managers didn't know the price

I was SO dissatisfied with the service I wrote them a letter. Of course they never wrote me back. So much for building customer relationship and gaining their trust....

I would like to share the experience I had at your Key West Ford dealership as well as your Dams Ford dealership. I have to say this was a very interesting and eye opening experience. My husband and I have never had an experience quite like this and I include every sales experience I’ve encountered.

We decided to test drive your vehicles because Ford is having a sale on the vehicles and the price was lower than the imports with the same options. We booked an appointment on-line for that morning to test drive the Escape and the Edge. When we arrived at Key West Ford, Mohamed was our salesman and I explained to him the vehicles we wanted to test drive and the options we need which were navigation, leather, sunroof, heated seats and a back up camera if available.

There was an Escape limited edition with navigation on the lot so we took it out for a test drive. During our 5 minute test drive, Mohamed sat in the back seat quietly. I asked questions about the vehicle but Mohamed didn’t say anything so my husband tried to answer them. During that 5 minutes, all Mohamed said were "Welcome to your new car" which he said when he gave me the key to test drive the car, "Let's evaluate your Escort for a trade-in to get you a good price on the Escape" which he said right after I got out of the car, and "we'll get you a good deal" when I told him I don't know if I'm buying the Escape because I don’t know anything about it.

Mohamed then took us into the showroom, sat us down and started pressuring us to trade in the Escort. I was quite annoyed with his tactic because he didn't tell me ANYTHING about the vehicle, didn’t show us the Edge and he wants me to purchase the Escape on the spot. Somehow, the sales managers Jon got involved and I agreed that they can evaluate the Escort so we can get a price on the new car. While we were waiting, they gave us a brochure of the vehicle and this was my ONLY form of knowledge of the car. I concluded Mohamed behaved the way he did because he didn’t know a lot about your “best selling car”. If this is your best selling vehicle, shouldn’t every salesperson know the product inside out? I also felt his manager didn’t

While I was waiting, I saw on a poster the Escape might have a back up camera so I asked another salesman Tom Lee but he didn't know so he has to ask someone else. After 5 minutes, Mohammed, Tom and Jon came back and they assured me the car has a back up camera since it has navigation and the purchase price of the vehicle is $37,000 before taxes. I don't know a lot about the vehicle, but I do know the price because my husband and I priced it out on-line before we went to the dealership. We tried to explain to Jon there are a few discounts that apply to us but Jon didn’t get it so we had to show the sales manager on the internet what the MSRP of the vehicle is.

At this point, I was VERY dissatisfied with the service so I called Dams Ford to see if they have the same vehicle that I can purchase that day. Steve at Dams Ford was very helpful and he did a search for me but he wasn't able to get one and the other dealerships don’t have the same vehicle except on the island. Steve also informed me the back up camera is not an option with the Escape.

After that call, my husband and I decided the Escape is the right vehicle for us in terms of comfort, options, functionality and price. We realize we had to put up with the substandard service if we want this car for the weekend. At this point, we still don’t know everything about the vehicle and the things we did know we learned from the brochure.

After all this, we negotiated a purchase price for the Escape and a trade-in price for the Escort and we were sent to another manager to complete the paperwork. At this point, I asked this office manager to tell me more about the car because no one cared to explain its features to us. I then was transferred to Tom Lee who went through a check list of the car (I believe that’s the delivery checklist?). Tom was then very helpful and thorough and I believe he saved the sale.

During the completion of paperwork, your manager Jim asked for my SIN because someone told him we are financing the vehicle, which no one ever asked. I was also told by Jon I’m able to take advantage of the Grad program but found out later that it’s been cancelled.

I took the time to write this email because I wanted to be heard. I was dissatisfied and frustrated because your staff failed to listen and respond to my needs they did not take accountability for the lack of knowledge of your products and prices. I voiced this to Jon and Tom but received the brush off. With this experience, I felt your dealership let us down astronomically and your staff requires A LOT of training in all forms possible. I hope you turn my bad experience into a learning opportunity for your dealership so potential customers don’t have to go through this non-sense.

Tagged Escape, Ford

Other Reviews from the web
English
3 star rating
February 02, 2015

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 …

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3 star rating
February 02, 2015

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

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3 star rating
February 02, 2015

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 …

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Business Description from the Web
English
February 02, 2015

Adam Isfeld is General Manager of Key West Ford. He has over 19 years experience in the automotive industry, dealing personally with over 7500 transactions. Adam is hands-on with a customer-centric mentality. This filters from the top down to each and every one of the staff members at our dealership. You'll see him dealing with clients in the showroom every day, ensuring that all customers... more

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July 02, 2013

Key West Ford Sales Ltd offers these services: automobile, dealer, used, truck, garage, repair.

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