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:02/12/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 am writing to seek resolution for a faulty vehicle sold to me as a Certified Pre-Owned car by Steele Ford Lincoln. Despite assurances, the vehicle has had persistent issues since purchase.
  On May 9, 2024, I bought a 2016 ***** Pilot from Steele Ford Lincoln after a test drive on May 4. During the test drive, I noticed warning lights on the dashboard, including an “Emissions System Problem.” The salesperson assured me these issues would be resolved before delivery, so I trusted their certification and proceeded with the purchase.
  However, the engine light reappeared on the day of delivery with the same issue. I returned the vehicle for repair, and after weeks of follow-ups, it was returned with assurances the problem was resolved. But within days, the issue resurfaced. On June 10, the manager promised a replacement vehicle and asked me to shortlist options. I did so, but no action was taken. Meanwhile, another warning appeared: “Keyless Start System Problem.”
  By October 2024, with no resolution, I took the car to ******** ****** ****** where they diagnosed a faulty fuel injector and a keyless system issue. The extended warranty I purchased through Steele Ford Lincoln did not cover fuel injector repairs, forcing me to pay out of pocket to ensure my family’s safety.
  The new manager at Steele Ford Lincoln backtracked on the replacement promise, offering only a trade-in option, which I find unacceptable as it would cause further financial loss. Additionally, I was never provided the 85-point inspection report, raising doubts about the certification process. I was not provided diagnostic/repair reports when they kept vehicle initially for repair.
  I chose Steele Ford Lincoln expecting reliability and peace of mind but instead faced financial loss and ongoing stress. I request that Steele Ford Lincoln to honor their promise of a replacement vehicle and compensate me for the misleading sale of vehicle and warranty and reimburse the repair costs.

  

  Business Response

  Date: 13/12/2024

  Our response and resolution to the client has been consistent.
  
  We offered to reimburse him for the repair that caused the check engine light to come on.
  
  Our leadership team has been in contact with the client, but his expectations are more than just resolving the issue with his vehicle.
  
  He asked for it to be repaired, we are not a ***** dealership, and offered him the opportunity to have the work completed at a ***** dealership as they would provide expertise beyond our capabilities.
  
  He has done that, the repair is complete, we agreed to reimburse the client for the repair to resolve this case. 

  Our used vehicle manager H****** ******** ************************ is happy to help and have a cheque issued for the repair.

   

   

• Initial Complaint

  Date:17/12/2023

  Type:Customer Service 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 purchased a truck from the dealer and was told it had new breaks and new rocked and corner panels being installed and the exhaust was solid and there were no issues with the unit.
  I started t on have issues with my breaks and came to find out they are not anywheres near new, the rockers are fallen out and need replaced already, the rear end and transmission are starting to slip and the engine burns oil at a high rate.

  

  Business Response

  Date: 20/12/2023

  We have reached out to the client to review the terms of the purchase agreement.  We are also in the process of assisting to find a truck that may better suit his needs.  

• Initial Complaint

  Date:14/11/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Purchased a car from Steele Ford on December 28th, 2021. Was given a copy of an invoice of work that had been done to the car prior to me buying it. Invoice showed that 4 brand new all season tires and brand new rear brakes. I purchased winter tires and rims that were installed before I picked the car up. When spring came I had the all season tires put on, before long I had to flat tires and had to have the tires repaired. Now approximately 10.5 months since purchasing the car, Steele Ford tells me 2 tires are completely worn and the other 2 are nearly worn, and that all brake pads and rotors need replacing. I have reached out to the service advisor about this, since I don’t believe I should have to replace these things at my expense if they were just put on less than a year ago and I have only put approximately 20 thousand kms on the car. I have not gotten any response from anyone at the dealership.

  

  Business Response

  Date: 17/11/2022

  We were very sorry to hear that Ms. ***** was not happy with
  the life of some of the maintenance items on her vehicle.  Tires are always a challenge in Atlantic
  Canada as it only takes one pothole to throw a vehicles alignment off and with
  the conditions of our roads it is a daily challenge.  The life of brakes may vary depending on the drivers
  driving style or driving conditions. We appreciate Ms. ***** sharing this information
  and we have offered a good will gesture of installing a new set of rear pads
  and rotors at no charge.  We look forward
  to assisting Ms. ***** with any of her future automotive needs.

  Customer Answer

  Date: 17/11/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18400474, and find that this resolution is satisfactory to me.

   I am still not pleased that the brand new tires that came with the car are already worn down to 5 and 6 mm after only being on the car starting in April of this year until now. I understand that the uneven wearing of the front tires was due to the alignment issue but I still feel that brand new tires should last longer than 6 months especially if the manufacturer says they’re good for 60,000 kms and the tires on my car only have approximately 10,000 kms on them. 

• Initial Complaint

  Date:11/10/2022

  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.

  We purchased a used 2018 ******* Macan from Steele Ford on September 22nd. Expected delivery was delayed and delivered on October 3rd. We have been paying the car loan and insurance of the vehicle since we signed the contract which isn't correct already. When the vehicle was received we noticed the tires on it are incorrect. As per the sticker on the door of the vehicle requires 265/45/R20 in the front and 295/40/R20. They shipped the vehicle with 265/45/R20 on all 4 wheels which is incorrect for the configuration of the vehicle and can eventually damaged the vehicle. We Promptly contacted the sales rep **** ******** who stated the dealer should buy new tires for the vehicle. We have no issue with the brand of tire on the vehicle but the dimension of the tire. They made a mistake and didn't discount the vehicle because a brand new set of tires would be placed. We saw this as a positive and signed the deal. The vehicle/Dealer reside in NS while we are in ON. We were not able to go see the vehicle and trusted that the dealer knew how to change a tire correctly. The tires they put on can not be found in ON or NS and the best solution that Nagy Abdou has proposed is we share the cost of the mistake they made. ******* themselves quoted them a price but they never responded to the email. We have kept getting involved to see a quick resolution. It is clear this dealership does not care to take responsibility for the mistake they made with the incorrect tires, incorrect rim placement and not balancing the wheels. Me and my son have been too involved to no avail and have been under stress and constant worry since we can not pick up or vehicle from our ******* dealer due to this issue. They wanted to ship the tires over but that only causes more delay. It doesn't seem fair to us to not be able to drive our car and have it in the shop due to a mistake made by Steele Ford.Attached documents include the ******* invoice and cost, Tire dimensions from the car and tires.

  

  Business Response

  Date: 14/10/2022

  We have reached out to Mr ******* a couple of days ago and
  we have yet to hear back from him. We have apologized to Mr ******* for the
  inconvenience of not having the correct size on two of the wheels.  We
  have offered to drop ship two tires of the correct size or forward the dollar
  value to Mr *******.  We have also offered a goodwill gesture of covering
  the cost of an alignment at no charge to Mr Sohabi.  We feel that this
  should addresses all the concerns and assists with preventative maintenance.
  
  

  Customer Answer

  Date: 08/11/2022

   I am rejecting this response because:
  
  
  

  I just received a phone call from ******** from Steele Ford and it seems he was waiting for us to get the car warranty being activated by ******* Canada and play a new game on us.

  
  

  Now he says as we have got the car being serviced and I was able to get extended warranty from the ******* dealership, he is offering 2 tires and only 4 wheel alignment.

  
  

  I definitely need them to pay the cost of 4 tires, installation & wheel alignment as these tires on the car were not meeting ******* standards, even ******** said: we are not here to meet ******* standards.

  
  

  We didn't have the car 20 days after we purchased it, because it took them almost 10 days to do delivery and also as the car was stuck in a ******* dealership because they were not paying for tires, installation and 4 wheel alignment. 

  
  

  We had to pay for the car loan for 20 days, also as I was not able to remove my son from my own insurance and this car has to be insured prior to purchase, we had to pay to both insurance companies for another 20 days. 

  
  

  We have also been charged $220 + tax for 3 month warranty by that dealership which is basically useless, their mechanic even was not able to balance wheels properly, if you like all those tires and rims are still available to be testified as I had to buy winter tires & rims for the car in order to bring the car back on the road & get the extended warranty from ******* before its deadline which was November 5, 2022.

  
  

  ******* had quoted $3,377.62 for 4 tires, installation & 4 wheel alignment, and I'm looking for this to be paid by them. They have even charged us for their 85 point inspection and they even didn't honour their own promises, when they sent us pictures of the car, there were scratches on the car and those never been fixed.

  
  

  Also, ******* dealership had approved that all parts they have used on the car were aftermarket parts except brake pads & rotors.

  
  

  This is not fair as they haven't done whatever they were supposed to do prior to shipping the car and I'm pretty sure this would be a good court case. They were kind of sure as we were not living in the same province this deal could be done with the lowest quality and not even properly, so I really need you to help me to have them to pay full charges that ******* dealership is asking for.

  
  

  Best Regards

  
  

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

  
  

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

  
  

  

  Business Response

  Date: 14/11/2022

  We are very sorry to hear that Mr ******* feels this way, we
  certainly do not wish to play any games when it comes to customer satisfaction.  We have agreed to drop ship two new tires to the
  ******* store that Mr ******* is servicing with in his local area.  We have also offer to pay for a complementary
  alignment at no charge for his inconvenience.  We had arranged transportation as soon as we had the necessary paperwork
  completed which took several days based on the bank requirements.  Mr ******* was aware that there was a 3-month
  warranty added when he purchased the vehicle but has since purchased an
  additional warranty from the ******* which also delayed him from having the
  vehicle as it was tied up at the ******* for the inspection.    Steele
  Ford has at no time suggested that this vehicle had been reconditioned to the
  ******* standards that are required if you purchase additional ******* warranty
  as these requirements are much higher than our 85-point inspection that we had
  completed on Mr ********* vehicle. Steele Ford continues to do business throughout
  Canada with a continued focus on customer satisfaction.