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Key Scales Ford - Service Center

3.6

77 Lifetime Service Reviews

1719 Citrus Boulevard, Leesburg, Florida 34748

77 Reviews of Key Scales Ford - Service Center

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February 09, 2017

"Charged 135.36 again for diagnostics when they didnt fix it "

- Lisa M Edwards

On 12/20/16 I took my car to key scales Ford due to the wrench light being on they ran Diagnostics on it and told me that they have fixed it charge me like $500 for everything that they fix so then I was out of town due to holidays and family I came back with my daughter picked up my car from there I came back I'm just drove it like at the end of January I call Chris Webber told him that the wrench light was still on and he told me that they were behind schedule and that he would try to fit me in so he told me to have the car there Monday at 8:30 a.m. I have the car there Monday at 8:30 a.m. he then called me Tuesday said that he wouldn't be able to get to the car on Monday it probably be tomorrow which was Tuesday so he called me Tuesday telling me that my extended warranty wouldn't cover the diagnostic to let him do any further diagnostics check on the car to see what the problem was so he charged me again $135.36 for diagnostics check when I shouldn't have been charged it all because it's still the same problem from the first time that they never even fixed correctly I'm very dissatisfied and never will go back to key scales Ford. Lisa Edwards

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Recommend Dealer
No
Employees Worked With
Chris webber
February 08, 2017

"POOR SERVICE"

- truckman

Last time service was due called 3 times to make appointment no return calls. Service needed again have called twice this week with no return calls. Unable to schedule appointment. Been a customer for 25+ years time to move on.......

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Recommend Dealer
No
Employees Worked With
Not able to schedule appointment
December 31, 2016

"Repairs"

- Val Slusher

I have a leased a 2017 Explorer with 400 miles on it, purchased in Oh. Axel broke on way down to Fl. in S.C. Fixed in SC and had issues again in Fl. Brought it to this dealership for repairs and they said it was damaged putting it on, and not under warranty. I said I would not pay for repairs and that they needed to call S.C. They would not even make a phone call for me to S.C. to talk to them to get this straightened out on who should pay repairs on boot of axel. I had to make several calls in the end to get this straightened out. Called S.C. and they said they would call Fl. and take care of the bill. I have purchased one Ford Edge and 2 Ford Explorers will be my last ford.

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Recommend Dealer
No
Employees Worked With
Brian Collins
4.5
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
December 15, 2016

"New thoughts-new car"

- Carole DQ

I brought my Fusion Hybrid in for service. I had an opportunity to speak with Fred about concerns for my husband's comfort in the car(due to a stroke and pain problem). Fred suggested looking at the C-Max hybrid with a higher seat and more headroom for him. After a test drive with my husband, he was immediately more comfortable. Fred discussed the pros for leasing a vehcle for my needs and after more discussion, consideration, etc., we drove home in a new car! Fred is a gem of a man to work with. This is the second car I purchased from him, and I recommend him highly!

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Recommend Dealer
Yes
Employees Worked With
Fred Almonte
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Other Employees : Patty
Dec 16, 2016 -

Key Scales Ford responded

Thank you for your review. I'm glad to hear that Fred took great care of you on your recent visit to Key Scales Ford. We appreciate your business, as well as your return business, and we look forward to being here for you in the future as well. Bruce Johnson, General Manager

November 19, 2016

"Salesman easy to work with"

- John & Cindy Thomas

Nick Amalfitano made this a good experience. He spent time with us explaining options and helping us make a decision we are very happy with. We could not get Dan Shuten from finance to return any of the messages we left for him (for two days) after we signed our documentation. That was frustrating. Our question was regarding our desire to pay off our maintenance/service contract vs. rolling it into the car loan. No answer. Loan closed with service contract included in payment.

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Recommend Dealer
Yes
Employees Worked With
Nick Amalfitano
4.9
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Dan Shuten
4.7
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Nov 22, 2016 -

Key Scales Ford responded

Thank you for taking my call and explaining your concern with the Finance department. I have forwarded a copy of your extended service contract along with the brochure explaining the components covered by the plan. If you have any questions or concerns, please call my cell number and I will be more than happy to assist. Bruce Johnson, General Manager

Nov 19, 2016 -

Key Scales Ford responded

Thank you for your response. I am glad to hear that Nick made the sales process a positive one for you. However, I would like to speak with you about your concerns with the finance process. Please feel free to contact me at your convenience at (352) 787-3511. Thank you. Bruce Johnson, General Manager

April 19, 2016

"My Rep inspired my confidence!"

- CathyJ

I wanted to look around the lot to see what used cars might be for sale because at some point I knew I should be trading in my current car for a new one. I was advised that I couldn't just wander around the lot, but needed a salesman. The receptionist asked "Nick" if he would help us. I explained that I just wanted to get an idea of what was available. So Nick was able to determine our price range and showed us several cars (listening to what I was telling him I wanted). What impressed me the most was his low-key, yet persuasive ability to describe each car insofar as its suitability for me. (I wanted good visibility all around, low mileage, etc, etc.) I was looking at a car that I really liked but my husband would not consider a non-certified car... so Nick showed us a more expensive model and was describing the benefits, and the color as we walked... and talked us into it and I couldn't be happier!!!! Nick closed the sale without pressure...just good salesmanship.

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Recommend Dealer
Yes
Employees Worked With
Nick Amalfitano
4.9
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Apr 19, 2016 -

Key Scales Ford responded

Thank you for your response. I am glad to hear that Nick listened to your needs, and found you the perfect vehicle - including the color! From all of us at Key Scales Ford, we hope you have many happy miles ahead in your Certified Preowned Ford, and look forward to seeing you again in the future. Bruce Johnson, General Manager

January 15, 2016

"Explaining features on Escape"

- sdsmc62

Although I didn't buy my care from your dealership, Nick was very helpful and great explaining the different features on my Escape. A salesman like Nick is an asset. Thank you again for your excellent service. Delores McWilliams

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Recommend Dealer
Yes
Employees Worked With
Nick Amalfitano
4.9
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Jan 21, 2016 -

Key Scales Ford responded

Thank you for your review. We are happy to hear that Nick was helpful at explaining the features on your Escape. We hope to be able to serve you in the future. Thanks again! Bruce Johnson, General Manager

Jan 19, 2016 -

Key Scales Ford responded

Thank you for your kind words Delores. I also want to thank you for sending in your son, Darrell to see me as well. -Nick

January 07, 2016

"Service advisors are important"

- Bud

This review is about the service component of the dealership. To me, the most important person on the service team is the service advisor. My experience with advisor Jessie has been exceptional. Where the problem was big or small, Jessie handles it with professionalism and sensitivity. The customer may not know much but she doesn't speak down to them. The service results are always satisfactory. If you come back because there is a problem, she immediately gets you scheduled to resolve it. She is a real asset to the dealership.

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Recommend Dealer
Yes
Employees Worked With
Jessie Dern
Jan 08, 2016 -

Key Scales Ford responded

Thank you for your comments. We are happy to hear that Jessie has exceeded your expectations. We appreciate the compliments on her customer service and thank you for taking the time to let us know. We appreciate your business and look forward to serving you in the future. Thanks again! Bruce Johnson, General Manager

December 22, 2015

"Service dept"

- Fordrep

Our Escape left us sit Saturday while in the area, called service and put on hold for 25 minutes, finally gave phone # to receptionist, no call back! Called again Monday at 8am same thing, finally got a call at 130pm! At that point already had car towed to another ford dealer. Thanks for nothing Key Scales!

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Recommend Dealer
No
Dec 22, 2015 -

Key Scales Ford responded

We are sorry for your inconvenience. Can you please call our dealership and ask to speak with either myself, Bruce Johnson (I am the General Manager) or Angela Thompson, our Customer Experience Specialist. Please call 1-877-301-5615. Thank you. -Bruce Johnson General Manager

December 18, 2015

"Appalling service - and NO response from them afterwards!"

- Travelling Man

I had 2 dead batteries on my F450 King Ranch and called the service department at 11.34 on Saturday December 28th to ask if they had any in stock and when they could fit them as I was going to arrange recovery to them. I was told (I didn't get the guys name) that they had the batteries and that if I came over today they would fit while I waited - great news! I got to the dealership at 1.08 p.m. only to find that they closed a few minutes earlier. I had to arrange a $65 cab ride back to where I was staying then arrange transport once more back to Key Scales Ford on the following Monday (not a costly cab this time - but a generous neighbor for whom I bought a $20 gift card). IF I HAD BEEN TOLD WHEN I CALLED THAT THE SERVICE DEPARTMENT CLOSED AT 1.00 P.M. ON SATURDAYS I WOULD HAVE ARRANGED THE RECOVERY OF MY TRUCK TO THE DEALERSHIP FOR THE FOLLOWING MONDAY AND SAVED MYSELF AN $85 OUTLAY AS WELL AS A LOT OF TIME. On Sunday 29th (the day after dropping the truck off) I emailed the Dealer Manager (Bruce Johnson) to explain what had happened and to ask that given the situation could he arrange for the truck to be delivered back to me Monday and that I be reimbursed with the $65 cab fare. On the Monday morning I spoke to who I consider to be the ONLY switched on person at the dealership (Jessie Dern) who confirmed they were fitting the batteries but that she knew nothing about the circumstances of delivery. She said the truck could not be delivered back to me (I would have to fetch it) and that I should contact Bruce again about being reimbursed for cab fare. Bruce wasn't available by phone so I emailed him again at 10.23 on the Monday morning. He replied very quickly (10.29) and said he had his Service Director Robert Scheiner checking on the vehicle status and that he would email me and update ASAP. I never heard from him - but following a call back from the efficient Jessie I did get a ride over to fetch my truck. When picking it up, no-one in the cashiers office knew about my request for cab fare reimbursement and Robert Scheiner wasn't in so I paid the bill, said I would contact Robert Scheiner by email re the costs and left with my vehicle. By December 7th I still hadn't heard from anyone at Key Scales Ford so I emailed Robert Scheiner at 14.26 asking for my cab fare of $65 (I attached a photo of the receipt) and also the gift card cost of $20 to be reimbursed to me. I still hadn't heard anything a week later so at 09.38 on December 14th I emailed Robert Schneider again and copied in the dealership Manager Bruce Johnson too. It's now December 18th and I guess neither of them are going to reply, let alone give me my $85 back. So - apart from having had a lot of my time wasted and being 'out' $85 - what do I think of Key Scales Ford? Their website has sentences including the words 'top customer service' and 'dedicated team of service advisors' and 'best customer service' etc. Their recorded narrative on the phone whilst waiting to speak to someone is similarly glowing and sounds extremely promising - but all that seems to be just empty words to me. You can say how good you are many times and in different ways, but unless you actually DELIVER in the same way then it's just empty promises! If someone had had the courtesy of commercial common sense to apologise for the initial issue of not telling me that the service department was closing at 1.00 p.m. on the Saturday I called then that would have been nice. If I had then been reimbursed via a reduction in my bill on picking my truck up then I would have been relatively happy. Neither of those things have happened and it now seems that Key Scales are just ignoring my emails. I run 3 businesses in the U.K. whilst travelling extensively worldwide (and the USA in particular) so I KNOW about efficiency. Everyone makes mistakes occasionally including me - but not to make things right afterwards with a customer is simply poor business practice - hence this long explanation of the facts. I DO have a complete audit trail of events and all emails sent/received should Key Scales contest what I am saying.

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Overall Experience
Recommend Dealer
No
Employees Worked With
Bruce Johnson
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Other Employees : Jessie Dern
Jan 15, 2016 -

Key Scales Ford responded

We apologize for your inconvenience and our poor service with your situation. We appreciate your review and letting us know of your experience. Thank you for letting us know you have received our refund check and a gift card to Publix. We look forward to helping you again in the future. Thank you. Bruce Johnson General Manager

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