Keyser & Miller Ford

I dropped my car off on Wednesday night for basic service: an oil change, state inspection, and tire rotation. Nothing complicated. Yet my car ended up sitting at the dealership for almost five days. I called Thursday night and was told they were “too busy” and the car was not finished. I called again Friday afternoon and got the exact same excuse. Then Saturday morning, I received an unbelievable phone call telling me that they had LOST MY CAR KEYS and needed me to bring the spare key so they could finish the work. When we asked the front desk employees how they could lose the keys, nobody could give us a straight answer. The employees were rude, unhelpful, and acted like the situation was not a big deal. Then on Monday afternoon, they finally called and said they had found my keys. The explanation was that the technician had taken the ticket—with my keys—to his home! So my car sat at the dealership for days for a simple oil change, inspection, and tire rotation. My keys were lost, there was terrible communication, nobody took responsibility, and the front desk staff was rude. My wife even asked if they could offer any discount or compensation for keeping my car for four or five days and losing the keys. They refused to offer us anything. No apology that meant anything, no compensation, and absolutely no concern for the inconvenience they caused. It seems like all the employees at this dealership have changed, and unfortunately, so has the customer service. The employees I dealt with acted like they simply did not care. Nobody seemed interested in taking responsibility or making the situation right. I have never experienced such poor communication and lack of professionalism from a dealership. Losing a customer’s keys and then telling them they have to bring a spare key because you cannot find the original is completely unacceptable. If you value your time, your car, and your belongings, I would seriously think twice before bringing your vehicle here for service. A basic oil change, state inspection, and tire rotation should not turn into a five-day nightmare. Extremely disappointed. This was by far one of the worst dealership service experiences I have ever had.

The absolute worst experience I have had with any car I have owned. I was not told about recommendations from the inspection until the car was returned to me, and then, when I went to have those recommendations performed, it took two more tries and arguing with completely new staff each time. While initially, I was promised free service because I had to bring the car in again, by the time it got done, I had to fight for more than a $15 discount and the service advisor was accusatory that I was somehow trying to scam them. Outrageous and unprofessional behavior. I will never return, even though I pre-paid a service contract.

What a great experience. The staff was very friendly and courteous. I was in an out quickly.

Best staff i ever delt with, so freindly and caring. Very glad I bought here. A+++++++++++ ALL the way....

Mobile unit came out to address a flat tire. Got me on my way to Keyser/Miller, where they fit me in and discovered dry rot in all my tires. They had to run out to get the tires. It saved me another appointment and possibly from having another issue or accident due to faulty tires. I was given frequent updates and asked several times if I needed anything or wanted something to eat.

Excellent customer service which was timely and accurate. Excellent in informing od what needed to be done and were very friendly

A problem was discovered during state inspection. The quote was over $900. Got a call back later from Jeremy the service advisor that it was covered under warrenty.

Great people! They helped me find the exact car that I wanted for exactly when I wanted it. Easy to work with, felt like a small town experience if there ever was one.

During state inspection, was told I had a leak in rear differential and quoted a price for repairs, but didn’t tell me it was under warranty until I asked.

I have been a past Keyser Miller Ford customer in the past. I leased and then purchased a 2011 & 2017 Escape and I am back to lease a '26 Bronco. Keyser Miller has done right by me and I have no complaints about the dealership. My salesperson...Gary English...was super! He is low key and has a very nice personality, as well. I am very pleased with this experience and lease, and I am hoping that the '26 Bronco is cool to ride. Stay Tuned.