Complaints

This profile includes complaints for Kamloops Ford Lincoln Ltd's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kamloops Ford Lincoln Ltd

  940 Halston Ave Kamloops, BC V2B 2B8

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  Kamloops Ford Lincoln Ltd

  880 8 St Kamloops, BC V2B 2X5

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:08/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Feb 9,2024 I dropped our truck off at Kamloops Ford Lincoln to be diagnosed for transmission issues. I was told that they wouldnt be able to get to my truck for possibly about 2 weeks. On Feb 16th I was updated that the tear down of my truck was complete. It was determined I needed a new transmission. The dealership was helping me deal with my warranty company, First ******** who was requesting two quotes. One for the tear down and rebuild and another for the replacement of the transmission. I received those 2 quotes. As well as my advisor *********************** from First ********. There was a quote for the Rebuild: $7481.65 Replacement was :$12643.51.I received this text from my service advisor ****. Ive copied and pasted ********************: Good afternoon *****, I hope you are enjoying your day so far. The tear down is finally complete and the internal fault has been found. I have submitted my tech notes and the estimates to ******* at First ********. I have emailed them to you as well for your reference. I did call ******* and did let him know that replacing the transmission is the best option despite being expensive because rebuilding it involves parts that are no stock and back ordered and can take months together before we get them so that is definitely not a viable option. Let me know if you have any questions. Thanks *****. Talk to you soon:))I then called my warranty advisor *********************** to talk about the quotes on Feb 16th. ******* informed me that he compared the quotes with **** ******* pricing grid and the quote for the year down and rebuild was right on par for the comparable pricing, but the quote to replace was a lot higher then it should be compared to **** ******* Price Grid. ******* told me **** was even willing to come down on the replacement costs from $12,800 to $****** but it was still way far off of the $7600.00 quote for the rebuild. ******* told me that if the replacement for the transmission was within $2500.00 of the rebuild quote they would go that route. ******* was being honest with me as a customer letting me know the dealership was unfairly pricing my quote to replace. I was busy at work and could not attend to this so I missed *************** Lincolns Budiness hours this day. I then sent this text to my advisor **** on Feb 17th:******* and his boss helped me Compare the two quotes with the actual **** pricing chart. The one quote for the break down and rebuild was on point. But the quote to put in a new transmission is out the lunch. You guys over priced everything on the quote. That's why you guys were willing to come down so much in price from ******+ all the way down to ****** and they still wouldn't take it. Because they have access to all of your pricing and the quote for replacement was much higher than it should be.I received this text back from Guru right away:********************: Okay great. Unfortunately, there is no one here today *****. We operate with a skeleton crew on Saturday. All managers and **** work Monday to Friday.Feb 23 I receive this email from ******** after demanding to have a meeting with the manager:*******************************: Hey girl, we are in for Monday at 11. Are you still good with that? How are you holding up?I replied:Hey. That works. I'll make it work anyways. I'm holding up, thanks for asking. I appreciate you!! On Monday Feb 26th, I met with *****, ********, Guru, a shop manager not sure name and **** from First ******** Warranty(phone).When I entered the meeting I was demanding a break down in the triangular conversations that ****, myself and First ******** were having. When I arrived at the meeting it was clear that **** from ******** was not wanting ******* to be apart of the meeting. I demanded he be available to speak to him and Is phone conversation about **** Lincoln over pricing. **** brought onto the phone with him and allowed him to participate in the meeting. I started by asking *********************** to speak to the fact he advised me about the over pricing in the quote to rebuild. ******* denied the conversation happening. I then requested that **** his boss play our recorded conversation for all of to hear. ***** tried to deny knowing how to stream the call for us. I guided him by telling him to play the recording and have the phone up close to the speaker. He did. And we all listened as we ************************* tell me over the phone about the over pricing by **** Lincoln. After listening to the call, *********************** with Kamloops **** was furious. He told ******* that he was disappointed his dealership was thrown under the bus by one of the First ******** Warranty advisors and that they needed to have further conversations. I then got up and walked out. I told them all to make the decision whether its rebuilt or replaced based on my interactions with ******* and let me know! Feeling like our truck was the least of ****** Problems. He more cared about his Ego! On Feb 27th I received this text from ********:*******************************: *******************, hope enjoying your day. Im still working on everything here for you. Im waiting on parts and will touch base with you leter today:):::I replied with:Thanks for the update. I was just going to reach out to you. I'm working with an advisor from the better business bureau. I have the original quote from ******** and the original quote from **** Lincoln. But I was never given a copy of the corrected invoice from Kamloops **** Lincoln. Can you forward me the updated quote. The quote I was requesting was the new quote for ****** that **** told ******* they were willing to come down on the quote to replace the transmission. On Feb 27th at 14:34 I receive this text from ********:*******************************: Hello *****, I've ordered a transmission for you. I've got your back, girl. I will let you know when it gets here. Hoping for a fast delivery time.I replied with:Thank you ********! You're absolutely the best!?? I appreciate you having my back! Im Feb 28th at 13:05 I receive this text from ********:*******************************: I always got your back:):) We are still working away here:): I will touch base with you tomorrow:):On Feb 29th at 14:04 I receive this text:*******************************: Hello *****:):) We are getting really close to completion. I will touch base later today:):):I replied with :Oh wow! That new transmission come in quick! Appreciate the update! I received this text at 15:25:*******************************: Hello ***** we are all done here. There is a deductible of$243.36 just so you know:):): You are coming tonight to get it? If you like i can have my team deliver back and send you a secure link for payment I replied :Hey ********. I can pay by secure link if someone can deliver back and take this truck back to budget? If not I'll pick my truck up hopefully before 6 She replied:*******************************: Hello:): I cant deliver it back to budget...I wish I could I replied at 16:04:It's all good. I'll try to be there before 6. Please email all the receipts for the work that's been completed. Thank you ?? I received:*******************************: You are coming to pick up? We tried calling you. Can you call me back ************. I emailed your work order to you as well 15:35 I sent:Sorry I couldn't get out of work until just now. I'll be there right in the AM March 1st 8:30am we pick up truck and drive to work. I then drove the truck to our brothers shop at lunch time who informed us the transmission was NOT new! I contacted ******** by phone immediately and told her that I was just informed this transmission is NOT new! She said ***** listen, I know they wouldnt do that to you! Its shiny new! I told ******** to please send me the documents that will link the brand new transmission in my truck to paper work. I followed up after our phone call by sending this email to ******** on March 1st:Hi ********,Can you please send the invoice for the brand- new transmission that would link that brand new transmission to the tag on the side of the actual transmission in the truck? I have received your quote and invoice but I need the actual invoice for the new transmission. Also, upon speaking with the BBB they advised that the brand-new transmission should have come with a new warranty. Is this true? And if so, where is that documented?Thanks ***** With no response back!March 2,2024 at 13:30 I was packed along with my whole family to go to *********. 50ish kms out of town we start losing power and the transmission is slipping from 10th to 6th gear. We have video footage. I called Kamloops **** Lincoln and explained that the truck k was just released from their shop yesterday and now Im stuck on the side of the highway. I was informed they dont take care of tow trucks for customers. I told the girl she had better contact *****. Eventually ***** from Kamloops **** Lincoln called and explained that I should limp the truck back to the shop, and if it didnt make it then he would send a tow truck. We were able to limp the truck back and drop it off with *****. March 5th I receive a phone call from an Okee someone from Fors. Yet ANOTHER associate to convolute things even more! I refused and requested ***** call me. I received a call from ******** and she admitted the transmission was not new! It was rebuilt! * ***** *** ** ****** ***** *** **** ** *** ** ***** *** *** *** ** ********* *** ************* ** *** ** ******* *** ********* **** ***** I told ******** I appreciated the honesty and I truly appreciate the fact that she is so lovely and really goes above aNd beyond! I told ****************** was obtaining a lawyer and documenting every encounter I had. Including the numerous different quotes that kept coming out after they were accused of over charging. I requested ***** call me. ***** explained the reason our truck is broke down now is the motor not the transmission: I told ***** JUST fix the truck! Im sick of the stories! I just need a working truck!after you pay $64,000 dollars on a vehicle, youd think it wouldnt be having these issues after only ****** kms. ***** asked if I wanted them to fix the truck? Uhhhhh ya! You broke my truck! ***** chose to end the conversation as soon as I informed him of our lawyer. March 6,th I call ***** back at **** ******. He advises hes going to call ***** and have me on hold. There was no answer, so I was still waiting to hear back from ***** ad he said once he speaks with ***** he call me back. As soon as I hung up the phone from ***** at **** ******. ***** press calls. And acts like he didnt and our conversation the day before. March 8,2024 Stopped at **** to grab keys and invoice. I want my keys over the weekend so that no work can be performed without consent. When ******** asked me to come behind the counter and see that she had emailed me the invoice multiple times and its not going through. When I come behind the counter there was a pop up note that said irrational customer. I advised ******** that I seen that! Shes like what, where! Well I didnt put that! I said ok noted!