Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/29/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my 2016 f150 on 5/22/25 into their service center for an oil change. I requested they use the same oil as the previous dealership had used. The truck was stickered on windshield from previous dealership. The clerk at the counter claimed they had no history of service. So they advised to put semi synthetic oil in the engine. After the service I called the previous service dealer and they stated full synthetic was the only oil they use for oil service. I called key scales ford and spoke to ****** ******* and asked to have oil switched and I would pay the difference for synthetic and he said they couldnt do anything but schedule an appointment and I would be responsible for the full service charge again. This dealership is misleading customers with service history on vechicles and are putting engines at risk of damage due to lack of care or concern its so simple to just place a call to previous service centers if your system doesnt communicate to other dealers. It took less than 5 minutes for me to call and confirm the type of oil for previous history. Why would they tell customers they had no history vs we have no ability to see the history? I would have called if it would have know they lacked the ability to check. I asked for the manager to call me and help resolve and its been two days and still no call so I am asking for help to resolve the issue. I also called *************** and filed a complaint with them the following day. **** ticket: cxh-********-z9g023

  Business Response

  Date: 05/29/2025

  Mr. ****** came into the service drive on 5-22-25. We always confirm with the client at the time of write up, if they would like to use full synthetic or the blend that comes from the factory. The client didnt know. We researched what **** recommends based on his Vehicle Identification number and **** recommends a blend. We told the client that and he agreed. We performed the oil change with the blend.
  
  Several days later, the customer must have researched it himself and found the previous service center used full synthetic. He reached out to the advisor and asked if we would upgrade the oil to full synthetic and we said yes, but he must pay for the service. Before we could even address this issue with the customer, he went on ****** and gave us a 1 star ****** review.
  
  The customer did not purchase their vehicle from us, nor have they maintained this vehicle with us. This was the customers first visit.
  Maintenance records are not shared between any repair facility. The only history we can find is **** warranty repairs. The last repair order we see was on 10-25-2018 from **** ****** *****
  
  There are privacy laws that protect consumers information,and it is the consumers responsibility to contact their previous repair facility. Often if we call, they will not provide information, or we are sent to voicemail and are unable to obtain that information.
  Had the customer requested our assistance in obtaining that information, the service manager would have gotten involved and tried to assist.
  
  We performed the service the client agreed to.
  We are happy to re do the oil change to a full synthetic oil change at our normal prices and give the customer a good will discount of $20.00 towards the full synthetic oil change.
  We hope this good will gesture will satisfy the customer and the customer will remove the negative ****** review as well as we performed the service that was agreed to.
  I have attached documentation to show the service history and the oil that **** recommends for his vehicle. 

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23391395
  
  I am rejecting this response because:

   

  i was informed at the counter that there was no history vs what the sticker on the vechicle reflected.   So was advised to use the semi synthetic.   A 5 min phone call to the previous ******************* resolved this.   The previous ******************* also commented why wouldnt they just call?   Good question.  20 dollars off another service is a drop in the bucket compared to the time, money and effort already wasted to correct what should have or could have been done in 5 minutes.   If they couldnt see the service then tell the customer that so they can call for themselves vs going on the **** word of no history or service.   This just shows a total lack and disregard for customers vechicle and service.  The ratings are well earned and others customers should be aware and advised of this lack of concern.   
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 05/29/2025

  We provided the services requested and confirmed by Mr. ******* We have made a goodwill gesture and if the customer refuses to accept his responsibility in this situation, that is not our fault.

  We asked him directly, we told him what **** recommends, and he agreed.

  There was no advertising issue nor any issue. He came for a service, we confirmed the service, we performed the service. 

  It is his vehicle and as an owner he should have known what type of oil change he would like. Especially when **** recommends blend and he wants full synthetic. 

   

   

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23391395
  
  I am rejecting this response because:

   

  When taking a vehicle to a dealership to be serviced the dealer has access to other dealerships to verify.  You can pick up the phone before advising a customer.  This once again shows the lack of professional and trust from this dealership to a customer.  Being a new vehicle to me I trusted them to verify the history of the vehicle vs telling me there was none only to find out after a 5 min phone call there was.  A good effort of *************************************************** upwards of 280 dollars when Im done with both is hardly a good effort but the least of standards.    Its unacceptable.  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Car purchase/title/registration, etc $5,000 cash, financed the balance on 4/22/24.I attempted to trade in the vehicle at another dealership on 4/26/25 only to find out that the title is branded "junk" (effective 4/22/24 per CarFax) and the car's value is ~$500. Key Scales is not working to correct any errors. They are telling me that I need to contact the State to have the information looked into as they have called and been put on hold. I purchased the car from the dealership at $8500 on 4/22/24 (date of junk title); replaced AC, radiator on 5/21 at ********* as Key Scales would not service (or even look at the vehicle). This was at a cost of $1600.I contacted Key Scales regarding the title issue on 4/27. I texted back/forth and called with no return message until the indication that I would contact BBB. Then I'm told that the tag clerk had been on hold too long and I should go to DMV myself. I did that and was told that Key Scales needed to correct the issue. I am now told that they can do nothing and I should contact Tallahassee to try to fix this issue.They have done nothing to make this right and, after the AC/radiator issue, I don't believe that they treated this sale honestly and now I am in possession of a $500 (or less) valued vehicle with a $4000 loan balance.

  Business Response

  Date: 05/06/2025

  We have discussed this with Ms. ****** in great detail. We have provided her with all the proof that when we sold her the vehicle, there was no brand on the title. We have contacted our local *** and they told us that the brand was put on by the state of MN. They said that it is dated 12-2-2020 stop issue 8 stop issue MN. that is all the information that they can give. The customer owns the vehicle, she needs to contact the *** directly and see what can be done.

  We have given her the number. Here it is again for reference ************. She is the owner and she has to handle this.

  We had no brand on the title when we sold her the car nor did we brand the title when we registered the car. We have provided this proof to the customer. There is nothing more for us to do.

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23288959
  
  I am rejecting this response because:

  The reports that I have received and that DMV researched when I visited show that the Junk title occurred 4/22/24 the day I purchased the vehicle.  I did not submit any paperwork to the state or DMV and therefore have no hand in the branding or handling of this matter. When I was at DMV, I was told that this was an error between Key Scales and the state and the selling dealership needed to resolve it.  I took all the paperwork provided to me to the DMV.

  If this issue originated in ** (where the car originated), then this was sold to me with the Junk title and needs to be refunded.

  I was sold a vehicle in good faith and the dealership is unwilling to provide any resolution.  They have pushed everything back on me and although I am the current owner of the vehicle, it was financed, registered and titled through their dealership 
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 05/06/2025

  I am concerned that, if the **** branding was in ** - I am seeing in 2020 - how this car was titled in ** without the branding.  What recourse do I have against the dealership that sold this if the information is just coming to light now?  I don't know how I would even begin to work through this mess that may have begun in **************************************** ** all seemed clean!

  Shouldn't the dealership be held accountable for selling a branded title?

  Business Response

  Date: 05/07/2025

  We have answered this already and our position stand. The title was not branded when we sold it to her. She owns the car, it is her responsibility to contact the *** and get this addressed.

  Business Response

  Date: 05/07/2025

  When we titled the vehicle there was no brand on the title. Ms. ****** was given the documents showing that the "brand" was not marked and she has documents showing the vehicle was not branded at the time of sale. The state put this brand on after she purchased the vehicle. Why it is showing the same date as her purchase date, is unknown to us. We were told by the local *** she needs to contact Tallahassee and find out why the brand was put on.  We tried multiple times to reach them as a courtesy but were unable to get thru. Our local *** can not do anything to assist her. 

  When we call the *** they do not say it was an error between us and the ***. Who did you speak with at the *** that allegedly told you we put the brand on? 

  When we asked Ms. ****** she never got the name of the person at ***.

  She needs to contact Tallahassee. 

   

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23288959
  
  I am rejecting this response because:

  I contacted Tallahassee DMV on 5/8 at 12:10pm (during my work hours) and spoke with *****.  She transferred me to FL **** of Highway Safety & Motor Vehicles (I have already filed a report with them) and, through their research and guidance, am sending a signed affirmation that this title branding is incorrect.  I was informed that, because the date of the branding in their system is the date of sale to me, this would indicate a dealer submission error.

  I will be sending the affirmation via certified mail to FLHSMV (yet another expense) with the hopes that this will clear the title.  This will take another 3-4 weeks and additional interest on my loan as I will not pay off until this is all cleared up.  

  I still maintain that this issue lies with the dealer and their unwillingness to assist is a bad business practice.  I will have made at least 2 additional payments of $182 each that should not have been necessary.  

  I will also question their response as follows:  

  They stated that they tried to contact DMV as a courtesy but were unable to get through, yet in that same paragraph and the one following, they state that they DID speak with DMV.  Which is the truth??

  I want this case to remain open until I receive a cleared title.  If this does not happen in a timely manner, I will still ask that the dealership reimburse the balance of the loan (from when this issue was discovered on 4/27) and, as I question the honesty of the sale itself, the repair work that was required 3 weeks after purchase - total of $5600.

  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 05/12/2025

  Our position remains the same. We did not brand the title during our tag/title work. Where is the proof from the *** that we did so?  Can you provide proof from the *** that Key Scales Ford added a branding to this vehicle when it was titled? We called our local *** and they told us that the state of ** added the branding NOT us. 

  We were unable to reach *********** and yes, we tried multiple days and multiple times. We do not lie.

  It sounds like you as the registered owner are making progress with the state. We are not the registered owner , you are. 

   

   

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23288959
  
  I am rejecting this response because:

  The paperwork I was given shows the 2 preceding FL titles were not branded.  This appeared on my title which was issued using information provided by Key Scales Ford.  The CarFax reports I have provided indicated a 4/22/24 branding date.  Although I am the registered owner, I still maintain that was not the one that submitted all the documentation and therefore, not the one who made any error.  I am just dealing with whatever happened between Key Scales and the state.  IF the branding occurred in **, that would be ********* and I was sold a branded vehicle by the dealership.

  I also maintain my stance that assistance in clearing this matter would have gone a long way.  It appears that Key Scales has ZERO accountability for any negative issues and pushes all blame on the customer (see *********** reviews).  I am using MY time to try to clear this title so I can get rid of the lemon that was sold to me.  I was hoping, as a business, there would be some service after the sale.  This doesn't seem to be the case.  I certainly will be sure to share my story with my neighbors and co-workers in The Villages.

  Any updates will be provided to BBB through this portal, but I would like to be sure that this dealership's rating reflects all the negative interactions I (and many others) have had.  
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 05/20/2025

  We have no idea why the Carfax report shows the same date as the sold date. We DID not brand the title. We gave the customer copies of the title work that was submitted to the state, showing NO brands on the title when we did the paperwork. We also gave her copies of the motor vehicle inquiries showing no brand on the title at the time of sale. We also had her sign the auto check showing the multiple accidents this vehicle was in prior to her purchasing the vehicle.

  We did call our local *** to try to assist the customer. They were the ones that told us that since the state is now using ******, that these brands have been showing up on titles with prior dates. They were the ones that told us the branding was from the state of ** and from that date.  They told us there was nothing they could do and that the customer needed to contact Tallahassee. We even tried to contact Tallahassee multiple times, but were unable to get anyone to assist. One time we were on hold for over hour and half and hung up on. We were trying as a courtesy. We are no longer the owner of the vehicle, the customer is and it is up to her to file this complaint. If the *** is requiring something from us, they will contact us and we will gladly assist the ***. 

  To say she was given ZERO assistance is a complete LIE! She has told us different stories and that she contacted *** and they told her we did something, yet she can not provide proof that we did. We provided our proof, where is hers?

  We have no response to her false accusations, we will stick to what are known facts -

  Clearly , the vehicle was branded after the sale with a date prior to the sale. It is her vehicle so yes, her time is needed as the consumer to contact the state and see what can be done. We will gladly assist the state in anything they require from us. 

  What proof does this customer have that we added the brand to her title other than a car fax report that another dealer gave her? She is making false accusations on assumptions.

  Please provide proof documentation  from the State of Florida *** that this brand was put on by Key Scales Ford? 

   

  Customer Answer

  Date: 05/25/2025

   
  Complaint: 23288959
  
  I am rejecting this response because:

  First and foremost, I am very disappointed in the way Key Scales has treated this issue and the accusations made.  I have NOT lied in my statements I have shared the details of this problem from my perspective and my experiences.  I have not changed the details, but I do share any updates as they become available.
  I do not know why the CarFax report (which I purchased myself) has the date of sale as the date of branding either.   I was well aware of the accidents relating to the car and understood my responsibility regarding that, but I did not, and have not, submitted any paperwork regarding the purchase of this vehicle.  All paperwork was handled/submitted by Key Scales Ford.  That is the only reference point I have which is what I have iterated throughout this dialogue.  I simply purchased and signed for the vehicle (based on the paperwork presented to me which was provided with my complaint to BBB).  Key Scales processed all purchase/title/registration/loan paperwork.  Seeing as the CarFax report and the most recent Experian AutoCheck report (from another dealership) show the purchase date as the branding date, I believe there was an error during the processing/entering of the data.  This is what I went to Key Scales for fixing an error that happened when the purchase/title work went through.  Again I simply signed papers Key Scales submitted to DMV/FL State. 
  My call to Tallahassee lasted 45 minutes (with holds & transfers to another department).  I am working with them to try to clear the title but I am not having much luck in that respect either.  This is the 1st Im hearing of NMVTIS (whatever that is) and issues with that implementation.  I can see on the FLHSMV report (also submitted to BBB) that the branding occurred in ** on 12/02/20.  This would then point to the fact that I was sold a previously branded vehicle.  I would have thought that a dealership would check the FLHSMV site to be sure all information is accurate.
  Key Scales has not given assistance except for the 2 phone call attempts to the state ********** that they told me about.  Nor have they provided any proof that they didnt send over incorrect information.  I have the paperwork that was shown during the sale, I dont have any idea what was sent in.  If that is considered proof for the case, then my proof is the date of the branding in 2020 (FLHSMV report) and my purchase of a junk car in 2024 which shouldnt have happened.   
  I realize this is a his proof/her proof situation.  All I can go by are the dates provided on the reports all before my ownership.  I am doing what I can to get this cleared up, but to no avail.  The way I have been treated through this process is very unprofessional and very unhelpful.  Again, I re-iterate that service after a sale is just as important (if not more so) as the sale itself. 
  I still maintain the request that, if I cannot clear the title within the next 2 months, that Key Scales buys back the car.  If the title does miraculously get cleared, I dont think that asking for the car payments for the months that I couldnt pay off the vehicle is unreasonable.  And an apology for calling me a liar. I have not used that term for Key Scales.  I immediately thought that there was an error in input, but have gotten to the point where I question the validity of what I have been told/shown.  And I have been completely disappointed in the lack of empathy for this situation. 
  I just want a clear title and a car that is worth (at least close to) the money that I have paid for it.  Not $8000+ less in a year. 
  TIMELINE -
  4/22/24: I purchased the vehicle for $8500 and drove it off the lot 5/21/24: AC, radiator, battery replaced at a cost of $1600. Dealer would not look at/service the car as I didn't purchase a warranty and they don't service ***** vehicles. (not sure what the warranty would have covered)
  4/27/25: Attempted to trade in the vehicle at ****** and was presented with the information that showed the title was branded "Junk" on 4/22/24 per the Experian AutoCheck report. I ran my own ****** report to find the same information. I contacted dealership. They did not respond to me until I indicated that I was contacting BBB. I was told that the tag clerk had tried to contact ***, but was on hold too long and then disconnected, so they can't help me. The dealership told me to go to *** or contact Tallahassee to get this resolved. I left my work to go to *** and was told by the woman at desk 15 (did not ask her name) that something was incorrect between the dealership & state. ********** says that I am the registered owner & I need to handle the matter. I have reached out to *********** and submitted an affidavit regarding the incorrect branding, I have also called MN to ask for the removal of the branding. As of today (5/25/25) nothing has changed and I am making another payment on this car.
  FLHSMV report has title branded 12/2020. ****** shows branding on 4/22/24 (date of purchase). Either way, I have a vehicle that I cannot trade/sell as it has a branded title. I have not handled/submitted any of the purchase/title/tag/loan paperwork to anyone regarding this car and therefore have no paperwork to submit other than my reports. the Experian report from another dealership, the paperwork from this dealership, and what I researched online.

  I will continue to reject the business response until either the title is cleared or the dealership chooses to work with me to get this matter resolved.  
  
  
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 05/28/2025

  Would like a call from ***** ****** to discuss this Complaint. Please contact ****** ******* ************ 

  I left a VM today for ***** to contact me. 

  Thank you.

   

  Customer Answer

  Date: 05/28/2025

  If ***** is in contact with Key Scales, I would also appreciate a call to remain informed about this case.   I can be reached at ************.  I wish to keep all these records available on the BBB site under the Key Scales business for the 36 months that is the norm.  I don't believe there should be private contact between the business and the case handler without my involvement.  Thank you.

  Business Response

  Date: 05/29/2025

  Would like a call to discuss this, my number is ************

  Thank you,

   

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23288959
  
  Discussion regarding this complaint should be among all parties.  Please include me in a call if this is the route taken.  Number provided in prior message.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 05/29/2025

  I left a voicemail for ***** ******** to contact me. 

  I have a phone call proving that Key Scales Ford did not do the brand title and that the customer was told just that! The customer has been told the process that needs to happen to remove the branding. 

  This BBB case should not impact us negatively as we did nothing to harm/hurt this client, nor did we sell her a branded vehicle. Please call me at ************ 

  Thank you.

  Business Response

  Date: 05/29/2025

  I have called ***** multiple times today to resolve this complaint. Please call me at your convenience or have her supervisor call me.

  We have a recorded phone call with the DMV compliance officer clearly stating the dealership did NOTHING wrong and that the customer was told exactly this. It is unfair to side this way against the business, without proper facts being considered and investigated. 

  My phone number is ************ 

  Thank you.

   

• Initial Complaint

  Date:01/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/7/2025 I was informed by Service manager and General manager from Key Scales Ford in Leesburg that they were refusing to give my car any further warranty, repairs and or a factory recall work order. They said that this is ONLY because of my surveys that they gave me to fill out and I did not give them a good review. I did not use any foul language and I did NOT insult anyone in person or on their surveys. I just told the truth. I purchased My car from them and is still under factory warranty and an extended easy care warranty that they sold me for several thousands of dollars. Seems like they are more worried about their bonuses than correcting issues with their service.

  Business Response

  Date: 01/08/2025

  Mr. ***** has been expressing his dissatisfaction with our service department since 2018. We even gave him free maintenance to try and overcome his dissatisfaction with our service. We have been unsuccessful in meeting his unrealistic expectations.   
  Mr. ****** factory warranty is with ******************. His extended warranty is with ********** Each **** dealership is a franchise that is individually owned and operated.  His factory warranty is valid and can be utilized at any other **** dealership in the country. He can utilize his extended warranty at any repair facility that accepts *********.
  When the service manager spoke to Mr. ****** he denied completing any negative reviews/ surveys and said it was not him.  When we spoke with him in person the other day, he denied this again. However, in this BBB complaint he admits to completing negative surveys.
  What we dont understand is why Mr. ***** would even want to do business with a company he constantly complains and finds dissatisfaction in.
  It is in our best interest to not continue servicing a client that we are unable to meet any of their expectations. This puts undue stress on staff and the companys reputation. As a business we reserve the right to deny service.
  We wish Mr. ***** the very best and we hope he finds a repair facility that he can be satisfied with.
  
  

• Initial Complaint

  Date:06/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/22/24 we leased a new **** Mustang mach e. We just recently found out that **** has a policy to not let another dealership pay off the lease on our car. this prevents us from trading in our car on anything other than another ***** This policy was not disclosed to us at the time of purchase ,had it beenI would not have leased from them.. I am aware that ***** has a similar policy however they disclose it in the lease agreement. I am now stuck with a car I am not happy with for the erm of the lease (3 years).

  Business Response

  Date: 06/06/2024

  A vehicle that is leased is not owned by the customer. A vehicle can't be traded by a customer when they do not own the vehicle. The customer attached the lease contract which clearly states how to end the lease. The only way to trade a lease vehicle is to purchase the vehicle , then the ******* will own the vehicle and can trade it anywhere they want.

   

  **** Motor Credit (the lessor) does allow their vehicle to be traded ( no sales tax credit given , as the customer doesnt own the vehicle) to a **** dealer during the last 120 days of the lease. 

  I have attached the Delivery Summary where the ******* acknowledge all questions have been answered and that they had sufficient opportunity to read all the documents they signed. 

  Customer Answer

  Date: 06/06/2024

  The companys response is totally untrue.  If we had to own the vehicle first , then we would not be able to trade it in to anouther **** dealership ******. We have had several **** dealerships offer to pay off our lease and take the car in on trade.  We have also has leased cars from **** before and sold them to car ****  Car *** was the first to tell us that **** now has a policy that prevents them from paying off the lease, however they can pay off leases f from other companys.  According to key scales ford we would have to have the cash to pay off the lease ourselves in order to trade it in.  We have received offers from ***************** in ******* and ********************* **** in *******, to pay off our lease and take the car in on trade but we dont want anouther ****, in fact now I will never buy anouther ****.  They ae forcing us to keep a car we are not happy with for anouther 3 years.

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21807675
  
  I am rejecting this response because:The companys response is totally untrue.  If we had to own the vehicle first , then we would not be able to trade it in to anouther **** dealership ******. We have had several **** dealerships offer to pay off our lease and take the car in on trade.  We have also has leased cars from **** before and sold them to car ***.  Car *** was the first to tell us that **** now has a policy that prevents them from paying off the lease, however they can pay off leases f from other companys.  According to key scales ford we would have to have the cash to pay off the lease ourselves in order to trade it in.  We have received offers from ***************** in ******* and ********************* **** in *******, to pay off our lease and take the car in on trade but we dont want anouther ****, in fact now I will never buy anouther ****.  They ae forcing us to keep a car we are not happy with for anouther 3 years.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 06/06/2024

  We are sorry you are unhappy with our response. Please feel free to contact ************************* with any of your concerns as this is now between you and the Lessor. The dealership does not control the policies of the lessor. If you do not want another ***** there is nothing we can do to assist you at this time. 

  You signed a lease agreement and acknowledgement that you read and understood the lease agreement. 

   

  Business Response

  Date: 06/06/2024

  Mr. & **************,

  i did confirm that if you would like to purchase your lease out . We can get a payoff from FMCC and we can sell your lease to you. Then you can trade it wherever you would like. That is the only viable solution that can happen to allow you to trade the vehicle in on another manufacturer. I did find out that you were upset over the repair that was not warrantable. Damage is not considered a manufacturer defect. We are going to do some research to see if **** will assist you at all ( I am sure the other dealer tried, but we can try again just to be sure. Please email your repair order to ******************************** he is our sales manager) . I have the service manager doing research on this (repair). 

  Thank you. 

   

  Business Response

  Date: 06/06/2024

  Mr. & ***************

  My service manager researched the repair. The dealership out of state went to **** on your behalf and assisted in the repair. The dealership went above and beyond to assist you. Unfortunately, damage is not a manufacturer defect and is not warrantable. **** assisted with 70% of the repair. There is nothing else we are able to do for this situation.

   

  Customer Answer

  Date: 06/06/2024

  Please have them show where it is stated in the lease.  Went through all the paperwork we received, that was what we signed, and can not find it stated anywhere.

  Customer Answer

  Date: 06/08/2024

  We have talked to ********************* **** greenway **** and mulinax **** all of them said they can and would be happy to take our **** in on trade. I have reviewed all of the paperwork we signed at the time of purchase and found nothing that said we cannot trade in our leased ****.

  Customer Answer

  Date: 06/10/2024

  You have a funny way of doing math.  **** helped with 50% not 70%.  But whatever, it is what it is.  We can unfortunately never do business or recommend **** to anyone. 

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21807675
  
  I am rejecting this response because:You have a funny way of doing math.  **** helped with 50% not 70%.  But whatever, it is what it is.  We can unfortunately never do business or recommend **** to anyone. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 06/10/2024

  We looked at the **** GCCT case, it shows the dealer submitting a financial assistance of $1932.59 and customer participation of $579.78 which is 30%- no funny math here. That is 30% of the full repair. 

  Rejecting the BBB doesnt change the fact, you dont own the vehicle when you a lease a vehicle, you can't trade a vehicle you dont own. **** Motor Credit Company OWNS the vehicles and they make the decision what can and can't be done with a vehicle they own. The customer issue is with the lessor not the dealership. 

  We gave options of how the customer can trade the vehicle, if he chooses not to accept them, that is on him. 

   

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21807675
  
  I am rejecting this response because:

  First of al the company has mad no attempt at settling this claim.  All they have donees to bring up awarenty issue hade with *********************** Georgia.  I accepted that issue before ever filing this complaint.  The issue was never part of this complaint.  I hav asked them for the sake of customer service to negotiate a settlement in this case.  They obviously don't care about customer service.  I find it interesting thatchy  don't even tell their sales staff about their policy.not only did key scales sales staff not know about the policy I talked to sales staff at several other **** dealerships and they knew nothing about this policy.  in fact I had several other **** dealers offer to take our car in on trade, unfortunately they didn't have anything we were interested in.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 06/12/2024

  It seems like key scales ford thinks this complaint was about the service issue We had with *****************.  Weacepted the settlement ***************** made.that issue was never part of my issue with key scales ford.  I have financed many cars in the past, and I was not the legal owner on those until I paid them off, however I was still allowed as the registered owner to trade in the car before paying it off. A lease works the same with every other auto Company I have dealt with.  My issue has always been that key scales ford never discloses this reticulas policy to us.

• Initial Complaint

  Date:04/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/12/24 I brought my 2023 F450 into the dealership due to a check engine light and lost of power. A diagnosis was done on the truck by the mechanic and ******** the service writer came back and told me that my vehicle had P0088 , removed rear fuel filter and on inspection found HEAVY METAL debris in filter assembly. Was told that the High pressure fuel pump failed for lack of lubrication due to fuel contamination. Then the mechanic came out and personally accused me of filling my tank with gasoline and that if I did not do it then my vehicle was vandalized and suggested I do like all the other clients with the same issue did and call my insurance company and start a claim as the repairs would be in the $15k-$21k range. ******** then went into the bay to take a video of fuel in a pan that was allegedly taken from my truck full with heavy metal shavings as well as pictures which he sent to me so I could send over to my insurance carrier and even got on the phone with them to explain the situation to start the claim. I was told by the carrier to turn in all documents and receipt for rental companies for reimbursement. because the mechanic said he was the only diesel mechanic and only worked part time, I towed the truck the next morning to **********************************. They uncovered Key Scales attempt to defraud me, the insurance and brought a spotlight to the deceptive fraudulent practice. They did a diagnosis and uncovered that my vehicle never had code P0088, did not have heavy metal debris or fuel contamination and nothing was wrong with the High pressure pump. In fact they kept my truck for almost two months and drove it over 150 miles to make sure that they could positively be sure that I was being lied to and defrauded by key Scales. They also verified that the issue was warrantable and had nothing to do with my vehicle being vandalized but rather a simple fix. The insurance found it was not claimable. Key Scales action cost me lost of work and rental fees.

  Business Response

  Date: 04/30/2024

  Our senior master technician verified Mr. ******* concern,perform diesel diagnosis, P0087 / P0088 , check engine light was present,remove fuel rear fuel filter, and inspected , we found heavy metal debris in the filter assembly, advised customer of high pressure pump failing , most likely cause is lack of lubrication due to fuel contamination. Tear down and further inspection required to identify the root cause, customer declined further action. Customer was charged for diagnosis only.
  We have pictures showing the metal shavings in the pan. If the customer had approved the tear down, the insurance company would have come out to the dealership and done their own inspection and would have come to their conclusion, the customer declined any further action.
  As **************** stated, he towed the vehicle to another **** dealership. To release the vehicle, we had to reassembly the vehicle, pouring the fuel out of pan. It is possible that with the vehicle never running it did not filter new fuel into the system which would have left indications of the metal shavings.  We cannot speak for what another dealership concludes. We can only speak of the facts we had at the time of inspection.
  We have notified **** Motor Company of the clients concerns and reported all findings, including pictures to **** Motor Company for further investigation. All future communications must be directed to **** Motor Company. The case number is CAS-********-W1R0T6.
  We have given this information to ****************. 

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21637113
  
  I am rejecting this response because:
  The answer by Key Scale is false and deceptive.  As per attached documents from Key Scales and *********************** **** as well as **** Motor Company with regards to case CAS-********-W1R076 you can clearly see the deceit in this very response. 
  1- As per Key Scale diagnostics, P0088 was the only code. ******* debunk this and showed that in the history of my truck freeze frame for codes, that code never was present. Now in the response Key Scale is trying to sneak in code P0087 which was acknowledged by ***********************. 
  2- The pictures they have are fabricated and by theory false as well as deceptive.  *********************** verified that before touching my truck, they went over Key Scale diagnosis docs. Upon inspecting the vehicle, they verified that the fuel was never flushed or drained.  
  3- They checked fuel and found No Debris or Heavy metal shreds  

  4- Same Fuel was in truck the entire time from Key Scales to ***********************. Fuel sample proved No Contamination   
  5- They drove the vehicle a total of 155 miles in hopes to duplicate Key Scales claim in a period of over a month while they had my vehicle, they then checked for debris, heavy metal shreds and contaminants again and by the documents provided and calls made to me by ********* the service writer as well as the mechanic who worked on my truck at ***********************, nothing Key Scale **** diagnosed was accurate or true. They both concluded that there was ZERO possibility that my fuel was contaminated, that parts lost lubrication or that my truck had heavy metals   
  6- With regards to Key Scales notifying **** Motor Company. Upon reaching out to them and them seeing both documents and findings, they said Key Scales Ford according to *********************** were deceptive, they turned it over to the dealer department for **** Motor Company which concluded that Key Scales as an independent dealership was responsible for my lost, my rental fees as well as fees impacted by lost of income due to their direct involvement with this situation. They told me that this is a matter that Key Scale needs to handle and answer for and suggested that if they did not handle it, to get BBB involved which I did. Today I spoke once again with them and explained that Key Scales told me to direct the matter to them and once again I was told that this matter lies on Key Scales not them and further sent the directives in writing. 

  Key Scales need to stop making excuses for the deceptive practices and take accountability for their actions sooner than later.

   

  Sincerely,
  
  *************************

  Customer Answer

  Date: 04/30/2024

  Attached find Diagnostics from both dealership with findings to rebut the deceitful response from Key Scales

  Customer Answer

  Date: 04/30/2024

  Diagnostics

  Customer Answer

  Date: 04/30/2024

  Diagnostics from Key Scales and rebuttal from **********

  Customer Answer

  Date: 05/01/2024

  I just emailed the *** with the attachment that have both diagnostics from Key Scales Ford and *********************** **** to prove and discredit Key Scale answer.  I spoke to a rep for BBB and was told to email it to ********************************** as I had trouble with my device last night to send it.  
  

  I emailed it around 20 minutes ago to you and on the subject line it has my complaint #.  
  

  Its coming from my email ***************************

  Business Response

  Date: 05/01/2024

  We cannot speak for another dealerships repairs. We can only go by the facts we had in front of us at the time we had Mr. ******* vehicle. Mr. ******* vehicle had metal shavings in the fuel filter housing at the time the vehicle was in our shop.  We have a video and photographic evidence of our findings.  We do not fabricate nor are we deceitful in any of our business practices. There is NO possibly way to defraud his insurance company because they do their own investigation with their adjusters to determine that what we say is accurate.  We have dealt with many fuel contaminations over the years and have never had an issue with any insurance company, they are very thorough in their investigations.
    According to ****s general service bulletin further diagnosis would be required to have a final determination of failure which *************** did not approve. Because we saw evidence of metal shavings, which is typically from lack of lubricity and **** deems that as a contamination. We contacted **************** to inform him of the possibility of contamination and that he would need to give us approval for additional diagnosis, which he refused.  We suggest contacting their insurance company because if it is found to be contamination, they would need to get involved early on to cover this expensive repair. Unfortunately, because **************** took the vehicle, we were unable to conclude any final determination.  We only charged **************** the initial diagnosis. Had **************** approved the additional diagnosis to determine failure and it was warrantable there would have been no out of pocket expense to ****************.
  We stand by our findings, and we have reported them to **** Motor Company. If **** Motor Company believed we did anything inappropriately they would have reached out to us. We have not heard from **** Motor Company regarding Mr. ******* case. We only charged **************** for the initial diagnosis and therefore do not owe him anything.
  

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21637113
  
  I am rejecting this response because:

  Issues are not about what the other dealership did. The issue is that Key ********** is still standing behind the Fraud committed. By reviews, Key Scale have a track record of the practice and what theyve done to me. Regardless of an insurance independent investigation, people do go to jail for initiating fraudulent claims, so in a way Im glad I did take my vehicle out of the dealership and finding out thru Ocala that this vehicle was not vandalized as the rep told my agent. The way business was being conducted with only having and relying on one diesel mechanic who works part time as well as the mechanic blaming me for putting gasoline in the diesel truck before reverting to telling me it was vandalized which sent me into a stressful panic, flared my depression and carried up my blood pressure, did not sit well with me.  I have it in my video recording as well. To finally land a steady contract, go purchase a brand new vehicle to fulfill duties only to be told that the $15k to $21k in alleged damaged I caused would not be covered by warranty and to put in a claim with the insurance company was nerve racking.  On top of that to be told that only one part time mechanic would work on it whenever he could get to it hurt worst than the perpetuated fraud. 

  Ive driven my vehicle thousands of mile after Ocala fixed it and still no shreds which would have reoccurred if any parts of what Key Scales is claiming were true. 
  What they essentially did was record damages that are stuck with my vehicles vin that was swiftly rebutted but in the long run will cause future implications if I ever tried to sell or trade in the vehicle in the future  

  Ford ************* made it clear that they cannot get involved with actions of an independent dealership, furthermore, when the claim was opened by Key Scales to Ford *************, they never elaborated on the issue. Ford ************* do not have any subject to the claim Key Scales open   Rather the information they have was the one provided by me to which case # CXH-01876129-C9Z1S2 was documented with the actual findings.
  They furthermore concluded that the info provided by Key Scale would have only gotten the case number closed without investigation due to the manner of how they provided the information. All this is documented and easily accessible.  Im not sure why Key Scale is keeping up with this charade. 
  Key ********** is essentially still standing on the fact that my fuel was contaminated and that shreds of metal was in my fuel when ********** could tell that no fuel was ever drained to check for contamination or shreds, proving that the pics and video are fake and false.
  I had to be dropped off by Key Scale to my home and the mechanic left before me and I came in the next morning with a tow truck before his arrival to tow the truck from the spot it was in. Nobody assembled or touched that vehicle as they were closing when I got picked up by their van. Im glad I have video, witnesses and supporting documents along with the two people ******** spoke with on the phone about the attempted fraud and will be glad to go to any extent that they want to direct this into, not only for my imminent funds owed due to my loss but to bring a spotlight and more awareness into their practice.

  Truly hope they can reverse course and amicably correct their fault in this matter before these deeds get exposed.

  Sincerely,
  
  *************************

  Business Response

  Date: 05/06/2024

  We do not commit fraud. There are ZERO cases against Key Scales Ford for any of the misdoings and allegations **************** is accusing us of. Every make of dealerships across the country has clients that don't understand all the facts of factory warranties and will make unfounded accusations and post negative reviews.  We have been in business for over 52 years and it is not by defrauding customers. We value ourselves on integrity and honesty. 

  Water & Contaminates get into the fuel system from a variety of reasons, unknown to us.  When a customer asks us how it happens, we give them examples. We clearly do not know when and where it happened. We just see the results of the possible contamination. AGAIN, further teardown was necessary in ******************** case, which he declined. 

  We charged **************** for the time we had invested in this vehicle because we were unable to claim it with ****************** under factory warranty due to the evidence we had at the time of inspection. ****************** requires tear down to get to point of failure in any cases that a factory trained technicians deem suspicious. **************** unfortunately had those conditions upon his vehicle's inspection.  We needed additional approval time from **************** to continue with the determination of failure, which he DECLINED and towed the vehicle out of here. Had we gotten to the point of failure and found it to be warrantable **************** would not have been financially responsible for anything. 

  **************** needs to seek his rental reimbursement from the dealership that provided the warrantable repair. 

  ****************** is doing their investigation internally. What ****************** chooses to do with those results may or may not be shared with us. 

  **************** only paid us for the diagnosis fee, which we deemed not warrantable at the time of inspection. 

   

  Customer Answer

  Date: 05/06/2024

  Key ********** are bold face criminals.  Any and all engine codes that my vehicle have ever had pops up on a Freeze Frame.  When I got to Key ********** my check engine light was off.  So instead of connecting and pulling the code of my freeze frame, the misdiagnosed my truck by similar issues that others had and he diagnosed my truck with a code that to date my truck have never had.  You can plug up to my truck right now and easily debunk this dealership claim.  What makes it worst is that the dealership is now shifting to the claims of WATER IN MY TANK but I have the mechanic on video accusing me of filling up the Tank with GASOLINE. 

  I never told Key Scale I was showing up to take my vehicle in the morning, rather showed up very early because I did not want them touching my vehicle after going home and checking my camera notices for hours and verifying that nobody came on my property to put GASOLINE into my truck and vandalize it.   
  

  The mechanic at ********** upon inspecting my truck quickly realized that my vehicle was never drained since I purchased the truck and knew almost immediately that the pics I sent them did not match my vehicle. He went as far as comparing pics with the actual housing which has not been changed. 
  

  I know and understand Key Scale puts full trust in the mechanics and I can see how trying to stand behind the only diesel mechanic that works part time is crucial to them vs believing the Facts that are irreversibly in their face. As a business owner I know its hard. Believe me. But taking accountability go a long way with sparing the embarrassment and legal implications that being wrong and strong will cost Key Scales in the long run.  
  

  Glad you now admit it was warrantable as Ocala proved. I was charged by Key Scale for a diagnosis where they established a code on my vehicle I will prove it never had, and fuel contamination it also never had as well as metal shreds in my fuel it also to date DO NOT HAVE.   This is considered Fradulent Practice s. 775.082, s. in the state of *******.  No matter how you spin it or how many years youve been in business.  
  

  Furthermore Im not the first to accuse you so it could be considered organized fraud once any legal theme can prove Im not the only one. I only urge that you reconsider.  
  

  I left your establishment with an insurance claim initiated by KEY SCALE *****  I lost revenue due to thieve actions not only by rentals.  
  

  I urge and hope that you would take this matter serious as I am.  

  Customer Answer

  Date: 05/06/2024

  Complaint not satisfied.  Please reopen and forward my last message as response to Key Scales. 

  Customer Answer

  Date: 05/06/2024

  As per your claims of ZERO CASE:

  Refer to this ****** review of Key Scale ****. 
  

  *************************
  10 reviews
  
  
  
  6 months ago
  My mother untrusted this dealership with this maintenance of her 2018 **** Edge. After s******* her over on a simple brake job, I reviewed ALL of the invoices associated with previous visits which unveiled a history of deceit and dishonesty.. As of this morning, this dealership is now part of a wider investigation by the authorities involving vehicle tampering, unlawful modification of electronics and taking advantage of female and senior customers..
  1

  Customer Answer

  Date: 05/06/2024

  Key Scales said in response to have ZERO claims of scams or fraud. Yet another complaint similar to mines.
  

  August 22, 2023
  
  I do NOT recommend anyone purchasing a vehicle or bring  their car to this dealership for ANY service related work. They are unprofessional and deceitful! They run diagnostic tests and charge you for repairs unrelated to the issues you originally had. They documents unnecessary repairs needed on RO's. The General Manager is a *****! Sure they claim willing to work with you after you spent $3K plus in repairs unrelated to the original issue then expect you to incur additional costs to break down your car again. Sure they put **** OEM parts in doing repairs but they charge you "double" the cost of the part that you can purchase the **** OEM part online for. This does not include of course, an additional cost for labor charges. Do your research ... there is a reason they are not BBB accredited. LESS
  by *******
  SERVICE PRICE TRANSPARENCY
  
  WORKMANSHIP
  
  SERVICE TIME
  
  SERVICE COMMUNICATION
  
  RECOMMEND DEALER
  NO
  EMPLOYEES WORKED WITH 
  General Manager - 

  
  

  Customer Answer

  Date: 05/06/2024

  Yelp complaint as to your Zero Fraud Practice claim. 
  

  
  **************
  0
  5
  2
  
  
  
  
  
  1 year ago
  We took our van in bc the brakes lights were on. They told us brakes & sensor needed to be changed. They ordered parts but they didn't arrive in time. They wouldn't give us a refund. We ended up calling the credit card company to dispute it. We took it to another for dealership. Turns out the wire to sensor was broken. So the brakes didn't even need changing. Terrible liars & cheaters! Don't go there unless you want to get taken advantage of.

  Business Response

  Date: 05/07/2024

   When you enter ******************** VIN number into ****** PTS data base, if you enter code P0087 or P0088,  it takes you to a general service bulletin. In the GSB,  In bold PRINT it states, large amounts of metal debris formed when the high pressure fuel injection pump drivetrain fails due to lack of lubricity. Poor fuel contaminates such as DEF, water, gasoline, aged/oxidized fuel, organic growth (bacteria / fungus) unapproved fuel additives or ethanol introduced into the fuel system typically cause this type of failure. It is crucial to check for contaminated/poor quality fuel when a large amount of metal debris is found in the *** port. (Side note, we were not approved to inspect the *** port as that was the next step in diagnosis , which **************** declined.)

  The symptoms that ******************** vehicle was presenting at time of write up are indicative of a possible fuel contamination. That option must be eliminated to proceed under ****'s Warranty and that is what led us to inspect the fuel filter housing. The visual inspection on Mr. ************** fuel filter housing  showed metal debris, this is indicative of a high pressure pump failure.  We contacted **************** to approve further diagnosis and he declined. **************** did not allow us to continue the diagnosis process to get to a final conclusion. When we suspect a possible fuel contamination we get the customer involved because we know that this is not a warrantable repair. We request the customer to approve further diagnosis, we suggest contacting their insurance company for early awareness should it lead to an insurance claim. This give the agent from the customer's insurance company  to be involved early in the process. Again, we were never given the approval to continue the diagnosis on ******************** vehicle to get to a final diagnosis. 

  We never said Mr.  ****** had water in his tank. We were making a generalized statement by stating that water & contaminants get into the fuel system for a variety of reasons. ******************** fuel filter housing presented metal shavings. See the attached pictures that was sent prior. We also never said we drained his fuel. We reinstalled the fuel filter housing which could have removed the small amount of fluid in the housing along with metal shavings in the housing. 

  Generally when there is a discrepancy between dealerships assessments, it is typical protocol for a service manager to contact the other service manager to discuss their findings to ensure proper information to secure an accurate diagnosis. We have never heard from the other dealership in regards to ****************. We contacted ****************** immediately upon ******************** accusations, so that ****************** can investigate. 

  We are not admitted that his repair at the other dealership was or was not  a true warrantable condition.  It is not for us to determine. However, **************** did provide a warranty repair order from the other dealership. We were only suggesting that **************** submit his rental receipt for his rental coverage to them. Had we continued with our diagnosis and concluded it was a warrantable repair, we could have provided rental assistance thru ****** program that all dealerships have access to. 
  

  We are not sure what statue ******* has to do with this situation. Per Florida, ******* Penalties; applicability of sentencing structures; mandatory minimum sentences for certain reoffenders previously released from prison. *******3 Violent offenses committed against specified justice system personnel.

  If **************** has proof of his slanderous false allegations, please provide them for our review besides the repair order from the other dealership. 

  On a side note, we checked ******************** connected data and it is recording some VHA & DTC codes currently, he may want to have his vehicle inspected for those concerns. 

   

   

  Customer Answer

  Date: 05/07/2024

  MORE LIES.

   WHY WOULD ANYONE ENTER MY VIN AND THEN ENTER TWO ****S TO SEE THE *** ON ****S ENTERED? ONE HAS NOTHING TO DO WITH THE OTHER.  YOU CLAIMED THAT MY VEHICLE HAD A **** IT DID NOT HAVE.  THAT **** WAS P0088. NOTHING ELSE.  THIS WAS FALSE INFORMATION.  

   

  SECONDLY WHY ARE TOU GENERALIZING OR BRINGING UP WATER WHEN I HAVE YOUR TECH ON CAMERA SAYING I FILLED MY TANK WITH GASOLINE.  HE DID NOT GENERALIZE DEF OR WATER.  HE ACCUSED ME OF DOING SO OR THAT MY VEHICLE WAS VANDALIZED. 

  THIRDLY. HE DID NOT SUGGEST I CALLED THE INSURANCE COMPANY.  HE GOT ON THE ***** AND TOLD THEM THE **** HE LIED ABOUT ME HAVING AND TOLD THEM MY TANK HAS GASOLINE IN IT.  

   

  FOURTHLY: WHAT MY SYMPTOMS GOT TO DO WITH WHAT YOU SAID WAS WRONG WITH MY VEHICLE.  I DID NOT BRING MY ***** FOR YOU TO CHARGE ME $323.56 TO GUESS BASED ON SYMPTOMS, LIE ABOUT SHREDS HE NEVER SAW AND GASOLINE THAT NEVER CONTAMINATED MY TANK.  IM TELLING YOU MY VEHICLE WAS NEVER DISASSEMBLED OR REASSEMBLED WHEN I SHOWED UP.  I GOT IT FROM THE SAME LOCATION AND POSITION IT WAS IN AND BROUGHT A *** ***** TO *** IT THINKING IT WAS RIPPED APART AS I DID NOT WANT YALL TOUCHING ANYTHING ELSE ON THE ***** AFTER CHECKING THAT IT WAS. OT VANDALIZED.  ONLY TO FIND OUT WHEN IT GOT TO OCALA THAT THE VEHICLE WAS INTACT AND UNTOUCHED. 

  ANOTHER LIE IS THAT THEY CALLED ME TO AUTHORIZE FURTHER WORK.  I GOT TO THE DEALERSHIP 48 MINUTES BEFORE IT CLOSED.  SIGNED THE **** AND LITERALLY WALKED TO THE RESTROOM AND BY THE **** I WALKED BACK, ********* HAD MY VEHICLE DIAGNOSED,   TOLD ME THE DAMAGE WAS NOT UNDER WARRANTY AND TO CALL MY INSURANCE AS WAS COMMON PRACTICE BECAUSE THEY WOULD COVER IT.  AS I DID, MY CARRIER ASKED IF THEY SHOWED ME THE ***** SHREDS.  ********* THEN RUSHED INTO THE **** AND 10 MINUTES LATER AFTER WALKING INTO THE **** WITH MY ***** SITTING OUTSIDE THE *** DOOR BROUGHT ME PICS OF SHREDS IN FUEL TO SHOW THE INSURANCE CARRIER.  NOT ONCE BEFORE I LEFT MY ***** WENT INSIDE THE ****.  I WAS UNDER THE IMPRESSION THE ENTIRE **** THAT YOUR TECH IN TWO MINUTES PULLED DOWN AND SEEN THE SHREDS IN THE WALK TO THE RESTROOM AND BACK.   THE ENTIRE **** HE DID NOT EVEN BOTHER TO HOOK UP A COMPUTER TO CHECK.  HE DID HOWEVER SAY HE WAS LATE TO HIS OTHER JOB AND WOULD COME CHECK IT WHEN HE GOT BACK TO WORK AND RUSHED OUT.   

  NOBODY ELSE TOUCHED THAT *****.  I WAS THE LAST PERSON TO BE PICKED UP AND BROUGHT HOME.  CAME IN FIRST THING BEFORE THE MECHANIC GOT IN WITH THE *** *****.  WAS TOLD HE DID NOT COME IN AND THEY REFUSED TO GIVE UP THE **** UNTIL I PAYED FOR THE FRAUDULENT DIAGNOSTIC.

  I do apologize on statutes.  I do digress and correct with the ones that apply to you:

  817.234, Florida Statutes, any person who, with the intent to injure, defraud, or deceive any insurer or insured, prepares, presents, or causes to be presented a proof of loss or estimate of cost or repair of damaged property in support of a claim under an insurance policy knowing that the proof of loss or estimate of ...

  Section ******* - Unlawful acts and practices
  It is a violation of this act for any motor vehicle repair shop or employee thereof to do any of the following:
  (1) Engage or attempt to engage in repair work for compensation of any type without first being registered with or having submitted an affidavit of exemption to the department.
  (2) Make or charge for repairs that have not been expressly or impliedly authorized by the customer.
  (3) Misrepresent that repairs have been made to a motor vehicle.
  (4) Misrepresent that certain parts and repairs are necessary to repair a vehicle.
  (5) Misrepresent that the vehicle being inspected or diagnosed is in a dangerous condition or that the customer's continued use of the vehicle may be harmful or cause great damage to the vehicle.
  (6) Fraudulently alter any customer contract, estimate, invoice, or other document.
  (7) Fraudulently misuse any customer's credit card.
  (8) Make or authorize in any manner or by any means any written or oral statement that is untrue, deceptive, or misleading and that is known, or that by the exercise of reasonable care should be known, to be untrue, deceptive, or misleading.
  (9) Make false promises of a character likely to influence, persuade, or induce a customer to authorize the repair, service, or maintenance of a motor vehicle.
  (10) Substitute used, rebuilt, salvaged, or straightened parts for new replacement parts without notice to the motor vehicle owner and to her or his insurer if the cost of repair is to be paid pursuant to an insurance policy and the identity of the insurer or its claims adjuster is disclosed to the motor vehicle repair shop.
  (11) Cause or allow a customer to sign any work order that does not state the repairs requested by the customer or the automobile's odometer reading at the time of repair.
  (12) Fail or refuse to give to a customer a copy of any document requiring the customer's signature upon completion or cancellation of the repair work.
  (13) Willfully depart from or disregard accepted practices and professional standards.
  (14) Have repair work subcontracted without the knowledge or consent of the customer unless the motor vehicle repair shop or employee thereof demonstrates that the customer could not reasonably have been notified.
  (15) Conduct the business of motor vehicle repair in a location other than that stated on the registration certificate.
  (16) Rebuild or restore a rebuilt vehicle without the knowledge of the owner in such a manner that it does not conform to the original vehicle manufacturer's established repair procedures or specifications and allowable tolerances for the particular model and year.
  (17) Offer to a customer a rebate, gift, gift card, cash, coupon, or any other thing of value in exchange for making an insurance claim for motor vehicle glass replacement or repair, including, but not limited to, calibration or recalibration of an advanced driver assistance system. A nonemployee who is compensated for the solicitation of insurance claims is also prohibited from making such offer.
  (18) Fail to provide electronic notice or written notice in at least 12-point type to the customer whether the calibration or recalibration of the advanced driver assistance system is required as part of the replacement or repair of motor vehicle glass to make such system operable and to ensure such service is performed in a manner that meets or exceeds the vehicle manufacturer's specifications.
  (19) Violate any provision of s. 713.585.
  (20) Perform any other act that is a violation of this part or that constitutes fraud or misrepresentation.
  Fla. Stat. *******
  s.11, ch. ******; s.828, ch. ******; s.2, ch. 2019-73; s.2, ch. 2023-136.
  Amended by 2023 Fla. Laws, ch. 136,s 2, eff. 5/25/2023.
  Amended by 2019 Fla. Laws, ch. 73, s 2, eff. 1/1/2020.

   

  Customer Answer

  Date: 05/07/2024

  MORE LIES. 

  AS PER YOUR CLAIMS OF CURRENT CODES ON MY VEHICLE YOU JUST CHECKED.  

  ABSOLUTELY FALSE. I HAVE ZERO CODES ON THE VEHICLE.  WHY ARE YOU SO BOLD FACE WITH THE LIES.  

   

  I HAVE AN APPOINTMENT FOR OIL CHANGE WITH MY LOCAL *****  I WILL HAVE THEM PRINT OUT ALL CODES AND SAMPLE THE **** AGAIN SO THEY TOO CAN DEBUNK YOUR LIES OF HEVY METAL SHREDS.   

  YOUR CONTINUED LIES ARE GOING TO MAKE THIS DEALERSHIP VERY FAMOUS.  

   

  ATTACHED FIND CURRENT PIC OF MY DASHBOARD. 

   

  FUNNY HOW YOU CHARGED ME $323 FOR FRAUDULENT DIAGNOSIS BUT ARE NOW CHECKING MY VEHICLE REMOTELY WITHOUT MY PERMISSION IN ATTEMPTS TO LIE TO THE PUBLIC.  

   

  PILE IT ON. 

  Customer Answer

  Date: 05/07/2024

  MORE LIES. 

  AS PER YOUR CLAIMS OF CURRENT CODES ON MY VEHICLE YOU JUST CHECKED.  

  ABSOLUTELY FALSE. I HAVE ZERO CODES ON THE VEHICLE.  WHY ARE YOU SO BOLD FACE WITH THE LIES.  

   

  I HAVE AN APPOINTMENT FOR OIL CHANGE WITH MY LOCAL *****  I WILL HAVE THEM PRINT OUT ALL CODES AND SAMPLE THE **** AGAIN SO THEY TOO CAN DEBUNK YOUR LIES OF HEVY METAL SHREDS.   

  YOUR CONTINUED LIES ARE GOING TO MAKE THIS DEALERSHIP VERY FAMOUS.  

   

  ATTACHED FIND CURRENT PIC OF MY DASHBOARD. 

   

  FUNNY HOW YOU CHARGED ME $323 FOR FRAUDULENT DIAGNOSIS BUT ARE NOW CHECKING MY VEHICLE REMOTELY WITHOUT MY PERMISSION IN ATTEMPTS TO LIE TO THE PUBLIC.  

   

  PILE IT ON. 

  Customer Answer

  Date: 05/07/2024

  Attached find current dash pic with no alerts or check engine to indicate codes. 
  

  Key Scale claim to be remotely monitoring my vehicle without my consent or written permission is not only a violation and invasion of privacy but further attempts to distort the truth.  

• Initial Complaint

  Date:08/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction 8/17/23
  Needed to get car diagnosed by the Ford dealer as my mechanic informed me they could not perform specific issue. The Ford dealer specifically Serena H***** informed me that the diagnostic fee would be $150. So I allowed them to proceed with the diagnosis. When I went to go pick up the car they charge me the $150 plus a fee for “shop supplies”. This fee was NEVER mentioned with my case and when I went to pay the $150 they said the shop supplies was for towels used during the diagnosis. I was never informed of an added fee to the $150 and will be disputing it with the bank. Unacceptable to charge some people only the $150 and others dumb fees just because they can.

  Business Response

  Date: 09/05/2023

  We never received an email until the email dated 9-4-23, we will draft a response today.

   

  Business Response

  Date: 09/06/2023

  We have documentation signed by ***** acknowledging shop supplies are charged on all Repair Orders. 

  We are trying to make contact with the customer to discuss her concerns  and customer refuses to contact us back.