Complaints

• Initial Complaint

  28/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The dealership fix the timing chains in the engine that didn't fix the problem they forgot to put apart in had rip it back down again and replace it. The service advisor should of recommend replacing the engine instead repairing it with used engine because it had 300.000kw. The engine was is rattling then they decided to put a new oil pump on to see if that help it was still making a noise so then they decided to do the lifters. Its been four month they have had my truck hear excuses they dont have lifters in yet I only have paid for parts now there paying for the labour thats why they are stalling on fixing it they ******* ** at start already paid $3.900 on truck trucks only worth $10.0000. Four month is long time to wait to get your truck fix New Hamburg Express Ford Lincoln I told then I was going report them to papers they said that was up me.

  Business response

  09/12/2022

  Thank you for giving us an opportunity to respond to the customer complaint regarding service on the 2010, F150 truck.  The vehicle has been at our facility for several months awaiting repair.  We apologize for delay.   When the customer brought the vehicle in initially, technicians were alerted that a repair on the engine was called for.  Upon further diagnosis, multiple issues were discovered with the vehicle calling for more extensive repairs.  We are confident that we will be able to complete the repairs next week ( December 12 - 14th, 2022) .  Two technicians have been scheduled to work on the vehicle on Monday (December 12th).  The customer visited the dealership this week and agreed to cover the costs of parts required.  Expressway Ford will cover all labour costs.   We hope that the issue will be resolved to the customer's satisfaction, and again, apologize for the inconvenience. 

• Initial Complaint

  26/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car has been with Expressway Ford Lincoln Sales (Stratford location) since I drove it there without issue July 6, 2022. I’ve already paid an invoice, but was undrivable and never left their lot. Details below: July 6: A.M.: drove car to Expressway Ford with no issues; 5:00 p.m. went to pick up car, service manager (Brent M.) asked to drive to New Hamburg residence and return following day. Advised no charge, nothing done to date. July 7: • Went to pick up car, clerk & receipt said test drove w/ no faults. I paid invoice over $300, when I’d been told there was no charge. • In their parking lot, car wouldn’t start • Contacted Ford Customer Relations, Ray B. (President) & Dwight B. (Dealer Partner) requesting refund of incorrect diagnostic fee & correct what they did to make car undrivable • Message from Brent: car needs a TCM (Transmission Control Model). ****** doesn’t show this prevents a car from starting. • I asked they put my car back to how it was when brought in so I could drive home July 8: • Received call, car was back in condition it was brought in. • Brent advised no reimbursement of any fees paid, would discount TCM diagnostic charge • In their parking lot, car again wouldn’t start • Came back in, Brent walked out leaving Service Tech Kevin who said he would try to eliminate invoice • Ford Cust Relations advised nothing they can do • Emailed, President & Dealer Partner still no response July 11: Msg from Matt, offering 15% off TCM repair and 1hr diagnosis refund To date, car sits in their lot, I paid invoice and have no transportation. I ordered a new car (coming November) but due to Ford’s incompetence and horrific customer service had no trade in. I have 2 small children (1 with diabetes requiring insulin injections during school nutrition breaks, bloodwork and doctors appointments) and I’m left walking back & forth to work & multiple times daily to school or begging for rides. Weather is getting colder, please help resolve

  Business response

  07/11/2022

  In response to a complaint made by a customer regarding service on her vehicle in Stratford, we have reviewed the situation and steps taken to rectify the issue.  On July 6th, 2022 the customer brought her car to the dealership with the complaint of a "Check Engine" engine notification and stalling under acceleration when driving. On certain vehicles, as explained to the customer, there is extended warranty coverage for TCM (transmission computer).  However, the customer's vehicle was beyond the timeline and did not meet the additional coverage guidelines of the Ford of Canada field service action program. We could verify the engine warning light on, but unable to confirm the stalling issue. Expressway started the diagnosis with the understanding that the Customer was paying for the service.   Our technician began the diagnosis by swapping shift motors A and B and clearing codes and the vehicle operated without issue. Our Service Manager left a telephone message with the customer explaining what had been done, and also noted that the vehicle diagnosis was still ongoing, and no repair completed as of the time the message was sent. --- that our technician was still assessing the issue. The customer arrived at the dealership; our Service Advisor repeated that the diagnosis and repair was not completed and offered to drive the customer home. That night the Service Manager found the vehicle would not start, the next morning the vehicle started properly.  On that same day, the technician swapped shift motors back, and once again it drove fine on an extended road test.  A message was left with the customer explaining the situation and that in the Service Manager and Technician opinions a true repair had not yet been made, time had been spent on diagnosis. The vehicle was driven 3 times by the Service Manager on said day with no issue. Service Manager called and left detailed message.   The customer showed up at the dealership to retrieve her vehicle.   The vehicle would not start as she attempted to leave the dealership.  The following day, the technician informed the Service Manager that the TCM was faulty. The invoice for diagnostics was reduced by 50% in ongoing efforts to satisfy the Customer.  The customer was given an estimate/quote for the replacement discounted at 15% (Parts and Labour) with free diagnosis to get her car fixed and to make up for the unusual circumstance.  As are many parts in the automotive sector, the TCM have been backordered. The Customer approved Expressway to order the TCM and complete repair when part arrives. The TCM part arrived last week, and the repair was completed. Ther invoice was completed as per the approved estimate. Service Manager called and left a detailed message. The Customer has not responded to the most recent message left by the Service Advisor indicating the vehicle is repaired and ready for pickup and payment.  

  Customer response

  07/11/2022

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

*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. ↩