ComplaintsforKey West Ford Sales Ltd.

• Initial Complaint

  22/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Mar 1-8, 2024 I noticed rough idle when starting the engine on my 2016 **** Edge On Mar 9, 2024 the Check Engine light came on.On Mar 10, 2024 I Checked the fault code P0303 misfire cylinder 3 I searched online and found ***************** Bulletin 19-2346 which describes the exact symptoms observed on my vehicle.On Mar 12, 2024 I called *********************, Service Operations Manager, at ************* I explained that even though the warranty is expired I believe this is a design defect that should be covered beyond warranty. ****** advised that I need to bring the car in for proper diagnostic inspection to confirm the issue.On Mar 14, 2024 I brought the car to Key West **** Service for diagnosis.The cost of this diagnosis was $380.69 and confirmed that coolant was found in cylinder 3 as the *** 19-2346 described. Mileage noted at ******* kms.On Mar 15, 2024 I received a quote from Key West **** for engine repair - $9,562.42'I forwarded the quote to ********************* asking for way forward to make claim for coverage On Mar 18, 2024 I called **** Customer Service at **************, spoke to *****. Case CAS-********. I explained situation and she said there is nothing that **** can offer, but suggested I talk to ****** at ************* about what the dealership may offer.On Mar 19, 2024 I sent another email to ****** asking that he contact me. As of Mar 21, 2024 I have not heard from ****** or anyone from ****.I have 2 complaints: 1. Why is the design defect described in *** 19-2346 not covered by a recall or goodwill as it is not acceptable that a well maintained engine should fail at ******* kms. I would expect a modern engine to last for ******* kms or more.2. The *** 19-2346 was issued in December 2019 and I bought the car in June of 2020 with ****** kms. Why was I not warned about the potential for engine failure? A responsible dealer would be aware of the ***s and inform the customer.

  

  Business response

  17/04/2024

  Per **** of **************************** Bulletins are available through the **** Support Technical Service Information page.
  They are a supplemental resource to a vehicle's repair manual and do not cover the cost of repairs or replacement parts. Coverage for repairs is determined by eligibility under the provisions of the ******************* Warranty.  **************************** Bulletins are not recalls.
  
  ***s exist to speed up the accuracy of problem / complaint diagnoses and to make repairs to affected vehicles easier for dealerships to execute with a higher level of accuracy; they serve as a repair template.  The existence of a *** for specific models does not mean that every individual vehicle included within the scope of the *** has or will experience the fault condition.
  

  It is not reasonable for the customer to expect a ********************** consultant to inform them about each of 269 individual ***s before that customer makes a purchase decision.  It is not reasonable to expect that any individual vehicle would be affected by all 269 ***s.  It is also not reasonable to ask a sales consultant to divine which ***s may or may not affect a specific vehicle at any point in the future.

  If a customer wishes to assign the financial risk of potential vehicle repair costs to a third party, both **** of ****** and Key West **** offer extended warranty products for sale.  As part of our sales process, our ********* Services Managers provide the customer with a menu of available warranty product options with descriptions of what each warranty coverage includes.  In this case, the customer declined all the warranty products they were offered, and initialed next to each warranty product they chose to decline.  By declining all extended warranties at the time of purchase on June 4, 2020, the customer agreed to accept responsibility for any future repairs once the factory powertrain warranty period expired on June 20, 2021.  Furthermore, the customer did have the option to purchase additional / extended warranty on their Edge up until the expiration date of the factory warranty, but elected not to.  As of March 1, 2024, the customers vehicle had been out of powertrain warranty for 2 years, 8 months, and 10 days.
  Key West **** sympathizes with the customers situation; unexpected mechanical repairs, especially when of this magnitude, can often cause significant financial hardships for vehicle owners.  These hardships are the reason we offer extended warranty products to our customers at the time of purchase, and have them initial our F&I Product Sign Off Form if they decline to purchase a warranty.  We follow this procedure to ensure that our customers are making an active, conscious, informed decision to accept the risk of possible mechanical repairs, rather than purchasing a warranty (i.e. a specialized insurance policy that transfers this risk to the warranty underwriter).
  

  
  

• Initial Complaint

  27/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order was placed June 2022 and was communicated by sales rep (initial: P.S.) that there may be delays to 2022 **** * models and will get 2023 at the latest. The signed agreement showed order for 2022-2023 model in the factory order deposit agreement. After waiting 4months, I did not hear back from Key West (zero communication since order) so I followed up with the rep. Rep called me to explain their supply chain was delayed and my options were now one of the following: upgrade to a premium ***** 2023 by paying additional $20,000 CAD, wait for a 2024 **** * model or cancel my order. Non of these options were communicated nor presented to me when I made the purchase. I reached out to the store manager to raise my concern on why they didn’t disclose nor communicate to me. The store manager did not have an answer for me and told me to reach out to their headquarters. Headquarter Ford responded on a private message on ******* that Ford locations are privately owned and operated and they cannot intervene on their sales practice. Due to this lack of communication and lack of honest disclosure in the beginning, I now have to look for a vehicle with increased 2023 prices for all vehicles brands and am behind 4 months.

  

  Business response

  28/10/2022

  
  Mr. **** was fully aware that ordering a high popularity vehicle during the greatest worldwide vehicle supply chain shortage in history could result in extended delays and/or price increases as evidenced by his signature on our factory order worksheet addendum **********. The fact that he was disclosed these issues when originally placing an order and signed off that he acknowledged and accepted these facts makes his complaint frivolous in nature.
  
  Ford has advised us vis a dealer bulletin: “******* ****** Select continues to experience high customer demand.  Although Ford is accepting orders, we will be focusing on scheduling existing retail orders, placed prior to announcing ‘Balance Out Phase’ on May 31, 2022 and other orders will not be supported with allocation.”
  
  The trim of vehicle Mr. **** ordered is simply sold out and not likely to come in 2023. His options are:
  
  Cancel the order and get a refund of his deposit.
  Resubmit his order as a 2023 model year order, understanding that is will likely NOT be built in 2023 and be subject to resubmission for a 2024.
  Modify his order to a ****** premium which has a higher likelihood of being built in 2023, but is not guaranteed.
  
  Mr. **** was fully informed of the circumstances regarding his order and that there may be delays and/or price increases. Key West Ford will not be providing any additional compensation. We have recommended taking up his grievance with Ford of Canada; however, they are only able to build so many vehicles at this time. We are simply a franchise with no power to assist in this matter.
  
  Joel I*****

  General Sales Manager
  Key West Ford
  
  
  

  
  

• Initial Complaint

  28/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased my 2016 Smart Car on January 12, 2021 from Key West Ford dealership. Since then, there’s been nothing but problems with the vehicle. My car was driven less than 5000 KMS and is under 66,000 since purchasing it. Before filing this dispute, I called Ford to try and resolve this amicably in February 2022. They offered to reimburse the costs of repair from June 2021 - which were $372 (Cal and his manager) because they admitted over the phone that they should have never charged me for the second repair from June and it should have been covered under warranty. They also kept saying, “you should have just bought the extended warranty” which doesn’t make any logical sense because it never covered the cost of repairs back in June 2021 when I had the car under warranty! They said they would reimburse my costs for June in full, but would not be pay anything for my most recent repair (and the reason for filing this dispute.) I said that was unacceptable, but after review we called back the same day and asked for a reply to resolve this amicably. Cal nor anyone called me back after we had a verbal agreement. *** ****** * ***** **** *** ******* ***** ****** ** **** ** **** **** ** *** *** ****** ***** ** *** * ******** ******** ******* ******** ***** *** *********** **** ************ **** *** *** *** ***** ***** ** ******* ****** ** ** ******** **** * ***** ***** ********* **** ******* ****** * ****** ****** ******* ***** *** *** * ****** ********** **** ** **** ******* ***** ** ***** ************ When I talked to anyone who doesn’t work at Ford, they have said there’s a problem with your car. Which was the reason I started this dispute. In February 2022 I had a third repair at ********.They did over 12 hours of diagnostics but only charged me for 6.5. **** **** * *** ******* ****** ***** ********* ** *** **** ***** *** *** After the service and repairs I had to pay $1000. In one year of owning the vehicle I have paid 50% of the of the value of the car.

  

  Business response

  08/04/2022

  Key West Ford stands by our offer to reimburse $372 as discussed to cover repairs required shortly after the vehicle was purchased. Unfortunately, we are unable to cover any repairs that are required over a year after the vehicle has been in the client's possession. 

  Best Regards,

  Joel I*****

  General Sales Manager

  Key West Ford

  Customer response

  12/04/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  29/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a smart car from Key West Ford, I was given a vehicle inspection form completed by their service department, ***** * **** *** ********** ** ******, I have reasons to believe that the inspection was never performed or performed by someone **** ***********.( See attached inspection report ) the tire inflation system was deemed to be in good condition, yet on the way home the tire inflation light cam "on" and when I took it to ******** **** (manufacturer of the smart car) I was told that the air pressure sensors were missing, I don't understand how the tire inflation system can work satisfactorily if the sensor are missing altogether. because of this how can we trust anything written on the inspection? ******** **** ********* *** **** ********** *** ********* *** **** **** **** ****** ** *** ************* **** *** **** **** ** ** *** ********* ********

  

  Business response

  07/12/2021

  Upon reviewing this complaint, Key West Ford has reached out to the repair shop to authorize the work requested. Please let us know if you require anything further.

   

  Joel I*****

  General Sales Manager

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