Complaints

• Initial Complaint

  24/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a vehicle from team ford in June of this year 2024.This vehicle had supposedly gone through their shop and passed their vehicle inspection. We were happy to trust their report and purchased the vehicle for ******. We live in ******************* so travelled 7 hours to pick up our new vehicle from ********. Immediately driving home my husband noticed the air conditioner was not functioning. He texted the salesperson right away about this issue. Once home the electronics in the vehicle started malfunctioning. The door showed as always being open when in fact it was closed and all functions on the drivers door stopped working entirely.(We contacted **** and they agreed to cover the cost of this alone) they also agreed to cover the cost of diagnosing this issue. This was back in ***** *** called and emailed and have not been able to get a hold of the salesperson since and they did not cover the cost of diagnosis. The air conditioner cost of repair was ****** Just last week the vehicle had to be brought back into the shop for another ******* of repairs to the fuel injectors. The mechanic also noted that the transmission fluid is black and there is a leak in the coolant line. (Approximately 1000+ in repairs)This company is now actively ignoring any contact I try to make with them.Under the BC sales of goods act the vehicle should be fit for the purpose I bought it for, of merchantable quality, durable for a reasonable period of time, and as described.

  

  Business response

  13/11/2024

  we have been in contact with the client to resolve all concerns.

   

  thank you

  Customer response

  13/11/2024

   
  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,
  
  Fallon Matte

• Initial Complaint

  17/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought the extended warranty for $**** bumper to bumper from Team Ford on my 20** **** **** ****** ***** ***** Their ****************** didnt put the warranty in their system and from that time onwards I was trying to get it fixed in their system with ****************** and Finance but they kept on saying we cant find your file. For * years and * months my file was lost and yesterday when it got recovered my coverage was over. There was a sensor issue that was brought up in my last * visits but it was addressed as it was under warranty, but now they say that because you are over the warranty period we cant replace it under warranty. They lied and mislead and took my money but never put in their system, to me that is Fraud and cheating.

  

  Business response

  27/08/2024

  The client leased a vehicle in March 202*. At the time of the sale he purchased a maintenance plan, leather protection and ceramic coating for his vehicle. These were purchased in a separate transaction. On august **th he came to the dealership and asked for some assistance with his paperwork as he had some questions. He sat down with the Finance Director to review his documents. The conversation clarified the km limits on his maintenance plan and *********** was also informed that he would be liable for any bill from the service department if repairs were required to the vehicle. He was given a one year limited maintenance plan as a gesture of goodwill at this time. He then sat down with our ***************** Manager so he could address some concerns he was having.  After speaking with our service manager he took his belongings out of the vehicle while using profanity told our service department to keep the vehicle. He then went into the main lobby, threw down his belongings and continued down the path of being very loud and using profanity. At this point he was asked to leave the dealership. He uses aggression and verbal abuse while dealing with our staff members and we believe that it is in both our interests and his to conduct any future business at another location as this type of behaviour is just simply not excusable.  

  Customer response

  28/08/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  The behaviour, aggression, loud and abusive language used on my part is a lie, now I will request that they provide and share evidences for their response. Yes I was upset because the paperwork and service that I was seeking was not provided for * years and now that they found the paperwork it is past the contractual terms. They lied when selling product and services, hide / misplace the paperwork for 3 years and when finally give me my copy, saying sorry now as you are over your contractual terms, no service can be provided. This is exactly the reason I am reaching out to BBB that someone can hear my side of the story as a independent *** party.
  

  Secondly, my concern was not address, why I was not provided my paperwork for over * years and denied services under warranty because I had no proof of purchase, which was my legal right at the time of purchase to give me my copy of the contract that was signed. They only gave me backup for $**** for limited maintenance plan (as they claim, I was sold bumper to bumper coverage) on ** August 2024. Can they provide remaining $**** paperwork because they didnt provide me on my request on August **, they are still holding off those documents.

  The vehicle was not maintained as per ******************************** and Maintenance guidelines to keep the warranty valid. Who is responsible for that? Even if the extended warranty was not purchased vehicle should have been maintained or offered to maintain as per Manufacturers guidelines.

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

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July **, 2024 I went into team Ford looking at a **** focus. I told them I was interested in paying cash contingent on my mortgage being refinanced. If not I would need the deposit back I put down $**** deposit I told them within the week that my refinance was not going to happen and needed my money back, I waited for nothing happened. So I called back and they said they were under the assumption that I would be making finance through them and that they would not give me my money back then asked me to put another five Thousand dollars. I refused and asked for my money back and I said lol theyll have to check with their general manager. I never heard back from them. now I am out $****. And I dont know what to do next

  

  Business response

  27/08/2024

  This was addressed a couple of weeks ago. We have refunded the customers deposit as he no longer wanted to go through with the transaction.

  Customer response

  28/08/2024

   
  Better Business Bureau:
  
  This was addressed a few weeks ago. 
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  I could not update the bbb complaint at the time. I thank the business for the prompt response
  
  Sincerely,
  
  *******************

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Jan 21 I could not bring the truck home , it would be getting work done including a windshield which is severely smashed up, mud flaps, cab lights and detailed. I was contacted and told my truck was ready on Feb 2/2023 and told my truck was ready to go, so I went and picked it up on Feb 3rd/2023.none of the things on the list had been done. June 17th /23 I took my truck to the local Ford for recall , I also asked for a front end inspection as It had a shimmy. It was then discovered that upper and lower Ball Joints were bad. *****was contacted Jan 21st/ 2023 and he said me things would be taken care of as well as the "shield" and "detailing" , I was told the truck would be picked up right away and back before my wife gets back from vacation and a loaner left in its place. Upon my wife's return the truck still hadn't been picked up. Lots of calls back and forth but still no service. The truck was finally picked up on July 22nd. I was then told by a Ford employee that I should look at the Mechanical Fitness Assessment . Then we discovered that we didn't have one in our folder. Again ***** was contacted and he said he would send it and after reviewing it we saw that the ball joints and mud guards were checked compliant. The only non-compliant thing was the windshield. We bickered back and forth about it then ***** said he'd eat the $1500 but that we would have to pay $500. We didn't want to pay it as we feel that the MFA was falsified , 3006km does not require replacement all the ball joints ***** then said that truck wouldn't be on the way until payment had been received , but it was now $1120.00 charged to our card. was supposed to come by 3pm on Friday, Aug 4th , then we were expecting 7pm. Then no one would answer their phones. Saturday Aug 5th delivered it. No invoice, no receipt, no detailing and no windshield. Tues Aug 8th my wife contacted them spoke with ****** who said they have done all they are doing and no invoice or receipt was sent

  

  Business response

  11/08/2023

  ****** ****** came in January 2023 and purchased a 2018 Ford F-250 from Team Ford. After taking delivery back in the early part of February, they reached out to the dealership approximately just 5 months after purchasing, mentioning the ball joints had had some wear to them and needed replacement. We advised them to bring the vehicle back to our shop and to have our technicians diagnose the vehicle. We ended up driving and picking up the vehicle from the customer, and we provided the customer with a free curious loaner from our used inventory. After looking at the vehicle, the ball joints did need replacement at that time, however they had put a bit over 3,000kms kilometers already on the vehicle. From when the vehicle was initially inspected at the time of sale, the vehicle did pass as per the AMVIC inspection guidelines. The bill for the ball joints was approximately $1,120 and they requested cab lights that were priced at $700. The customer agreed to pay $600 for the ball joints and pay for the cab lights so we agreed to help them out that the customer would pay for the ball joints in full of $1,120 and we would cover the cab lights. After agreeing to this, the customer sent us their credit card information to pay for the work being done to the vehicle. As well, we had agreed to cover installation for mud flaps, which was never previously agreed to by the dealership. After completition of the work, Team Ford was in search for a driver to deliver the vehicle back to the customer. Unfortunately, it did take a little longer than expected as most of our drivers we use were away for the August long weekend. In that time, our sales manager was in communication with the customer about having a difficult time finding a driver for the vehicle. While we were fully communicating with the customer, they began threatening us to call the RCMP reporting their vehicle stolen, as they fully knew we had the vehicle in our possession. One of our sales managers ended up calling their own family members and asked if they would be able to come and drive the vehicle to the customers so they would receive it. They were being very rude with our management team, while we were doing our very best to try to help. After owning the vehicle for 5 months, we had no obligation to help them, but not only did we help them with assisting in the total amount they would be paying for the repair, but we gave them a complimentary vehicle from our sales inventory, installed mud flaps for them free of charge and were very communicative. We feel we did go above and beyond for the customer, especially when the transaction took place months prior to these issues they were experiencing.

  Customer response

  11/08/2023

  
  Complaint: 20443433
  
  I am rejecting this response because:
  The text messages clearly outline what James agreed to and also the cost of $500 sorry if you thought we were rude we had been receiving  the run around for months and had had tried endlessly to come to some kind of solution  and after all of this it took until  aug 11 to get a proper receipt .

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

• Initial Complaint

  25/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a new 2023 Ford F150 truck from this dealership on April 11, 2023. They told me at the time of the order it would take a minimum of 6 to 9 months to order in this truck. I gave them a $2K deposit to order it. On April 25, 2023, I asked this dealership to make a change to my order. They told me I cannot make any changes to this order as this truck is getting built as we speak. I find that hard to believe as they told me it would take a minimum of 6 to 9 months at the time of the order and as a result, there should be an ample amount of time to make changes to the order. I am asking for the refund of the $2K deposit so that I can order this vehicle through an another dealership.

  Customer response

  03/05/2023

  Please cancel the complaint filed again Team Ford by myself on April 25, 2023 as the issue has now been resolved.

   

  Thank you for your help.

   

  Best Regards,

   

   

   

  **** ***** ****

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the date of 28 Jan 2023, I financed a 2015 Chevrolet Malibu, the listed price was $10,500 and I put down $5000,00. I accepted the physical damage that I had seen but as I drove the vehicle I noticed other issues with the car. The front Defrost stopped working, the passenger alarm keeps going off and a piece of the car fell off ( the silver trim on the driver side rear window. I contacted the sales team members about my concerns. But I was told that I bought it as is. We live in a winter city. Why would I buy a vehicle that the front defrost does not work. They sent the Malibu to a Chev repair for diagnostic where it was found that the actuator and motors were not working. This issue was found a few days after the purchase. the total for repairs is $2,724.23. They offered me a cheque of $800.00 to go towards the repairs of the front defrost which was $1,816.30. I put down the amount that I could for the down payment. I was informed that despite the physical damage the car was in good working order. But I feel as though it is not. Further on that while we were their I was informed that if I did not buy right away and left to think about it. The cost of the vehicle was going to increase. I was in a desperate need for a good working vehicle, so i fell for their sale tactics. I only seek and exchange or upgrade because I am afraid of what else is wrong with the vehicle that I was not told about.

  

  Business response

  06/03/2023

  We are very sorry to hear that you have had these issues so soon after taking delivery. From my understandings you were in our store this weekend and agreed to take a $860 cheque from us to help resolve some of the concerns. If you would like to trade out of it we can absolutely try to help you with that as well. 

• Initial Complaint

  07/02/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Friday February 3 2023, I went to the Team Ford dealership to purchase a Chevy Malibu. We went through the contract, I signed some paper work. I was then informed that I would need a $1000 deductible not a $2000 deductible. I left the dealership with the understanding that I would not get approved with a $2000 deductible. Unfortunately, that was all my insurance was willing to offer. Saturday the dealership called and emailed and texted, to let me know that they would try on Monday to see if they could get an approval even with the $2000 deductible. Monday I had not heard anything back, and decided I would no longer go forward with trying to get the approval. At 11:30 am I emailed the dealership to let them know I would no longer being going forward. 2 emails, a few texts and a couple phone calls, of me continuously repeating I was no longer interested I was then told by the finance person, that even though I didn't have an approval yet, they already sent in my banking information, and I would be making the payments. He, "would hate for me to be making payments on a vehicle I didn't even have, but they could drop it off". How was banking information sent in to the loan company if I didn't have a contract? Payments were set up before I had signed to purchase, before registration and insurance was put on the vehicle? They were either trying to strong arm me, or are doing some fraudulent stuff over there. Perhaps both...

  

  Business response

  21/02/2023

  We had a requirement on the approval from the bank. The customer could not satisfy the required stipulations so we did not process the deal. The car is still on our lot and the transaction was completely reversed. The client has no outstanding obligations attached to the car. 

  Customer response

  23/02/2023

  
  Complaint: 19346395
  
  I am rejecting this response because:

  That is not what happened nor is it what I complained about.  I could meet the requirements, you just required my permission to contact my insurance company.  I did not want the the vehicle and withdrew my offer to buy the car. Now to clarify this is the complaint.  I was told that my banking information was already submitted to the bank, and your finance guy would hate for me to be paying for something I was not driving. As stated before I would like to know why my banking information would have been submitted before any deal was signed. 

  I did receive a text message response from the Finance Manager, stating "he is a millennial and therefor does not like confrontation". He did assure me that they "don't do business like that."  

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

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  December 12 2022 I purchased a truck ********************* from "Team Ford" Edmonton, Alberta under the assurance that this vehicle will pass an out of province inspection, I specifically asked if it would pass a Saskatchewan inspection and I was assured it would prior to purchase and during. Attached is a copy of the confirmation. It will not and I am paying thousands to bring it to the condition required to meet inspection criteria. I replaced the windshield, Battery and it still requires tail lights that are not cracked. I spoke with the sales person (*******) who first brushed it off and then later informed me they would supply and send out the tail lights, they just need the manager to sign off on it. Later without hearing from them, i contacted ******* and was required to speck with ***** the sales manager who required that I pay for the lights. He dropped the price over time but I am still required to pay $1800 after I paid $200 for a new battery and $1004.52 for a new windshield for something that I was assured would pass. They can't even find new tail lights to repair this issue.

  

  Business response

  12/01/2023

  It was an older higher mileage truck that passed our normal inspection here. Our sales team has been in touch with the customer and we have resolved the situation. 

  Customer response

  13/01/2023

  ***** ***** ******* ***** ******* ******* *** **** **** ** *** **** *** ****************** ******** ********* *********

   

  Hi,
  
  How do I now close this claim as the dealership has fulfilled their obligation? Thank you for your assistance in this matter.
  
  ***** *******
  
  Sent from my iPhone

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a deal on a vehicle, made a deposit to hold it, and the vehicle was sold. Dealership sold it to someone else and their only way, in their minds, to look after the customer is to simply start haggling over other units…

  

  Business response

  13/12/2022

  Yes we accidently double sold this vehicle and let our client know as soon as it happened. We apologized and offered some deals on other vehicles. We are unfortunately not able to re locate the exact type of vehicle at this time and we have not been able to come to an agreement on another vehicle. Still willing to work with them of course.

   

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought a truck for team ford in may of 2022 after arriving I noticed some rust that was not told to me even tho I ask, which find. After taking it for a drive in which I never turn the 4x4 on and return to team ford and we went in side to sign papers I paid cash for the truck. I seen on the avic there was 2 fails and when I ask ****** the same guy he said if it’s on here it been fix. I told him that the back up camera was not working and the plastic on the seat was broken( I do have this in text message) he said we will fix it. So a few days later I went to visit family and it was raining and there yard is very muddy and I had to use my 4x4 and it was make some very loud noise. I videos the noise so he could hear it. So a few days went by and ****** and the ***** ******* **** called me to try and fix the problem and the ***** ******* said well we don’t check that stuff and that’s it’s on me to check and see if the Differential is good or not so after talking to them they actually sent me to go auto Ford in Peace River where the tech says this truck should’ve not left the shop. So it’s now been four months and I’ve been trying to get a hold of Team Ford for last two weeks with no phone call back and I’ll text back but I got my money all $22,000 of it and basically said thank you see you later. So they sold me a truck that was Not safe and when I try to make a deal them even help cover we made a agreement I would pay $500 and when I drove for 4 hrs they try to change me $1,000for the cost of repairs.

  

  Business response

  15/10/2022

  The customer came in and purchased a 2011 F-150 with 230,000kms. He came in looked at the truck, drove the truck and eventually agreed to buy the truck in the current condition. We agreed to assist with the reverse camera, and unfortunately due to parts shortage, we ordered this part over a month ago and up until today there's still no eta on delivery for the part. ****** his sales consultant will follow up on this part again on Monday and provide an update if any.

*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. ↩