Key West Ford Service

The person was courteous. I liked the fact that he came to my home. It didn't take that long either to update the software in the vehicle.<br>It was a recall and software update. There was no charge.

My biggest issue with this dealership is Ian and the way he treats customers. I have never dealt with a technician who was this dismissive, disrespectful, and unwilling to listen.<br><br>The first time I dealt with Ian, I brought my vehicle in to show him two separate rattling noises that occurred when certain music was playing (rear window and passenger side door). During the diagnostic drive, my dad also mentioned that the vehicle felt like it was idling rougher than before. Ian's response was that we were “nitpicking” and trying to find problems with the vehicle. I also showed the rattling noises to him, but he refused to acknowledge them.<br><br>I was told they would keep the job open, contact Ford, and get back to me. During my most recent visit, I found out the job had been closed and nobody had contacted Ford. By this point, my warranty had expired. I essentially spent my entire warranty bringing the vehicle in for these issues with nothing being resolved.<br><br>During this visit, I again showed Ian the window rattle and the screeching from the power running boards. The running board noise was even heard by the service advisor, yet Ian still refused to acknowledge it.<br><br>When I demonstrated the window rattle, he blamed it on my music and said my bass and volume were too high (the bass was at 75% and the volume was only at 12 out of 30). He then told me to stop saying the window was rattling because I don't know what I'm talking about since I'm not a technician. Furthermore, he told me that because my vehicle wasn't a Mercedes or BMW, I shouldn't expect perfection. Apparently spending $100k+ on a vehicle with premium speakers isn't enough.<br><br>On the way to pick up the vehicle, Ian called and told me he would not work on it any further because of my aftermarket interior lights. At that point, I told him to forget about the passenger side door issue and asked him one simple question: “Did you at least fix the rear window rattle?” He said he couldn't find anything. I asked if I can record a video of it and show him, but he still refused to work on the vehicle because of the lights. I asked what the lights had to do with the rear glass, especially since I had reported the rattle before the lights were ever installed (during one of my first ever visits).<br><br>The issue isn't that every problem couldn't be diagnosed immediately. The issue is that Ian repeatedly dismissed concerns I was specifically demonstrating to him, told me I didn't know what I was talking about, blamed me for the problem, and refused to properly investigate it.<br><br>I've brought the vehicle in 4–5 times and have nothing to show for it. My warranty expired while these issues remained unresolved. I also honestly don't understand how someone who treats customers this way is still working here. After this experience, I definitely won't be coming back here.

I very much appreciate the mobile appointment making it extremely convenient as a customer. Sean had good communication, knowledgeable and the service was top tier considering it was due to a recall. Thank you!

Enjoy the great service here.. Just had a few Recalls completed, went smooth like butter!

Took my ford f150 here for service and was told the clunking transmission was normal and was safe to drive. Trusted their word and took my truck and my transmission proceeded to blow up while I was on the highway causing me to lose control of the vehicle. I will attach their work order stating they felt the bump but they were uncertain of it was normal for the transmission to do that. Will also attach a photo of my broken transmission. Run away from this dealership and Fords 10 speed transmission unless you wana lose control of your vehicle at a 110km/hr