Key Ford of Rockland

We were very disappointed with how our Ford warranty claim was handled by Key Ford. While traveling to Florida, the tail light on our truck stopped working because of a burned-out light on our traile claim was handled by Key Ford. While traveling to Florida, the tail light on our truck stopped working because of a burned-out light on our trailer. To safely continue our trip, an RV repair shop performed a temporary wiring bypass/jumper so we could get back on the road to the Florida Keys. Once in Florida, we took the truck to a Ford dealership for evaluation and repair. They determined the trailer module needed replacement, which was covered under warranty. However, we were also told that Ford had advised the service technician that the truck needed a B096 cluster replacement. Because we had travel plans, rental concerns, and needed to return to Maine, we decided to wait and address the cluster issue once we got home. During the drive back, the truck’s right blinker continued blinking rapidly, which reinforced our belief that the B096 cluster replacement was necessary. After returning to Maine, we brought the truck to Key Ford, our original dealer. After inspecting the vehicle, they determined that the only issue was the temporary wiring jumper that had been installed by the RV repair shop to get us safely back on the road. They fixed the problem and concluded that the B096 cluster did not actually need replacement. Our frustration comes from the fact that we were then charged $270 in labor because the temporary repair had not been performed by a Ford dealer. We understand policies regarding outside repairs, but this was an emergency roadside situation done strictly to allow us to travel safely. We also feel there was confusing communication between the Florida Ford dealer, Ford corporate guidance, and Key Ford regarding whether the B096 cluster replacement was actually necessary. In the end, the issue turned out to be the temporary wiring repair, not the cluster itself, yet we were still left paying out of pocket for what we believed was related to the original warranty concern. We expected better clarity, consistency, and customer support throughout this process. More

Best service I ever had will buy from them again Great place to get a car from place to get a car from More

Perfect Friendly, timely, accepted my coupons, and a reasonable price. It's nice to see the same service manager. reasonable price. It's nice to see the same service manager. More

Quick, fast and let me know about other maintenance packages to do Very courteous service packages to do Very courteous service More

Good people good service They are easy to work with got my truck back in good time my truck back in good time More

They were willing to work with me even though the warranty was over Thank you ?? warranty was over Thank you ?? More

The staff at Key Ford Thomaston Maine did everything to make our buying experience easy. They went above and beyond! I highly recommend this dealership! make our buying experience easy. They went above and beyond! I highly recommend this dealership! More

Ace was a pleasure to work with. This is lengthy, but I feel legitimately worth it. This young man was very professional and just calm and nice with every interaction be it over the This is lengthy, but I feel legitimately worth it. This young man was very professional and just calm and nice with every interaction be it over the phone, text, or email. In my situation, I was not encountering that from numerous other dealers across New England including PA and NJ, too. Ace is a salesperson no doubt, but having retired after 30 years teaching, I feel I can read people pretty well. Ace is who he is when you deal with him. It is not a show. I live in AZ but raised in Western PA. I wanted a 2023-2025 F250 or 350 7.3 Extended Cab (Super Cab). I did not need all the bells and whistles, but I was looking for the 3:73 rear end and the newer 11.5" 16 bolt differential and some of the extras that delt with payload. That combo seemed to be on the Lariats mostly. The Extended Cab is not popular out west unless it is an XL work truck. The closest options were a couple in Indiana and overpriced. Never having bought a used truck out of state before on top of never buying from a dealer or individual I did not know, I was apprehensive about it. The truck I wanted was pretty specific. So, when calling dealers back east and explaining my situation and wanting to ask numerous questions and for extra info and photos, most were very short with answers and quick to get rid of me. Not Ace. It was on a Friday morning when I called before I went to work. He patiently listened (not a trait many younger than 40 have now-a-days from my experience) to want I wanted and why I was interested in the F250 they had on the lot. He then asked me some very on-point questions. We had a conversation about what I was looking for and not about selling the truck. Ace then read me back the things I asked about and how he would address each one. The one thing he was not sure of (dealing specifically with AZ taxes) he said he would ask the senior staff and research it. He told me about some things he would need from me so I can have them ready if I was going to move forward and help the process. I appreciated that. Within an hour, Ace had sent me several photos of the undercarriage, the bed, and the door tags along with a video, and info on the AZ taxes and the out of state process which was simple. This was all a long shot that I was going to fly to Maine to buy this truck. The next day, Saturday, I was working and so was he. We texted back and forth. I asked for a little lower price to help compensate for my drive home with these gas prices. He politely stood firm knowing that it was already a very good deal. Monday morning, after double checking and considering all things Sunday, I texted and asked for him to call when he can. He called back as soon as they opened. I told him I wanted the truck. I had four more questions, though. He addressed them all including picking me up at the regional airport in two weeks. I was flying back east for my mom’s 85th birthday at the end of the month no matter what. He wasn't aware of that. He treated me like a customer that walked in from just down the street from the neighborhood where word of mouth reputation matters. I truly appreciated that. I look forward to meeting Ace when I fly in to pick up my truck. I will drive it down south to see my mom and then cross country back to AZ feeling I did not get taken advantage of and received a very fair deal for a guy that Ace or the dealership will never see again. That is why I thought it was important for me to share this with others. More

Within a week of inquiring about a BMW 430 Gran Coupe in PA, I was the new owner of it. Couldn't be happier. PA, I was the new owner of it. Couldn't be happier. More

They did well to make this deal work for me on my terms. Communications were daily and helpful. Thanks again Key Ford. Communications were daily and helpful. Thanks again Key Ford. More