Customer ReviewsforKey Scales Ford, Inc.

Took my vehicle to ***** They forgot to put oil in my vehicle. I had the vehicle towed there and they later on put oil inside to make it seem it was there all along

The vehicle came into our store on 1-15-24 , with a 2014 **** Focus with ******* miles on it for an oil change. We performed the oil change properly. The customers mother called us the following day and said that her son said there was no oil in the vehicle. We told the customer to not drive the car, do not add oil and have it towed here. The company has a process when these complaints are made. The towing company dropped the vehicle in the service drive. The service manager and advisor went to the vehicle and tested the vehicle for oil. We took pictures of the process as well as our video. The vehicle had oil in it. We have video showing this. When the service manager moved the vehicle off the drive, she noticed it has a drivability concern, which can happen at this mileage. We told the customer in order to identify the drivability concern, he would need to have ************** diagnose the vehicle. We have little to no history on this vehicle. The customer has only been in 3 times, once in 2020, once in 2021 and this visit in **** for only oil changes. The service manager called the customer and let them know that the vehicle has the proper oil in it. The customers father called the ** accusing our staff of inappropriate behavior. Thankfully we have video to prove otherwise. The ** also watched the oil change and saw the tech do the oil change properly. This customer is seeking someone to pay for his vehicle repairs. We did nothing inappropriately and have video proof of such. We did the check of our workmanship for free as a courtesy and we will not pay for additional diagnosis the customer needs. The customer can come to the dealership to see any video proof he needs and was told so. The customer's son showed the service manager a very DARK video of him testing the oil, which you could see nothing. Either way, the tech put the oil in the vehicle and when the vehicle arrived from the tow company it had the proper oil in it.

Took my Fusion here to address a recall. After the work was done, they informed me that they did a free inspection and that I needed new rear brake pads. This seemed like a great service, and I trusted them enough to order the breaks. When I did the work, I found that one of my wheels had 2 of the lugs were loose and the other side had three loose lugs and one severely cross threaded. I had to twist off the lug to remove it. When I got to the pads, I found them to still have a lot of life left. After speaking to the service manager about this she refused to address the broken lug and informed me that they consider anything less than 5mm of pad need replaced. The pads were 8mm on one side and just over 5mm on the other. It's clear that they lied in hopes that I would just pay them to do the work. Do not trust this dealer!

As we explained in person and over the phone, we did not remove your tires because the pads are already visible and removing them would be unnecessary. We believe that the problem may have occurred about a week after your visit with us when you installed new brakes on the vehicle yourself. It is unfortunate that you believe we are somehow at fault, but we can assure you that we did not touch any of your lugs. We wish you and your vehicle luck. We hope to regain your trust and will be here for any of your future automotive needs.