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Business Profile

New Car Dealers

Embrun Ford Sales Ltd

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/10/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Vehicle was purchased New May 2021. Since mid 2022 there has been a shuddering/ grabbing of clutch plates coming from our vehicle when ever we turn from a stop/intersection. After visiting our local **** Dealership with the issue service replaced our rear differential. The issue did lessen but did NOT go away. Instruction was to drive it and see if the learning system would adjust. Shuddering got worse the warmer the weather, over winter with snow and road conditions shuddering was reduced most likely do to tire slip. After bringing the vehicle in 3 more times over the next 2 years for the same issue we were told different things from, rear axle needs to be replaced, the *** computer needs to be recalibrated, and finally "Thats just the way its supposed to be". Summer of 2024, now the vehicle is out of warranty, the shuddering got really bad so we took it to a different ************* Within 5 minutes of a Ride Along with their tech. they pinged it as a known issue with all Fords SUV lines in their *** system. Indicating they receive this issue regularly. The fix was to replace the fluid, change a few parts within the rear differential and recalibrate. Reaching back to our local **** dealer who did not fix the issue multiple times. We were greeted with the token "your vehicle is out of warranty there is nothing we can do..." I reached out to *********** who notably did try to look for avenues where we could reduce the repair cost. **** Canada did indicate that once I pay the repair cost you are accepting the billing as is and their avenues for reimburse or adjusting the billing will disappear. After a few days of waiting to see if *********** would step up I was again greeted with "unfortunately there is nothing we can do. Keep your receipt and maybe in future if their is a recall you can submit for re-imbursement". It appears that there is no accountability for pushing a known issue down the line until after warranty where suddenly it can be fixed for a charge.

    Business Response

    Date: 22/10/2024

    Did you get the repair done?  If another **** Dealer did the work then that **** dealership should submit a claim to **** for assistance. We cannot pay you to go get work done at another **** Dealership.  if the work is not done yet, call me and i can start the claim process ahead of time and get some assistance for the repair to be completed at Embrun ****.

     

    cheers,

    ******

     

    Customer Answer

    Date: 22/10/2024

     
    Complaint: 22410880

    I am rejecting this response because the alternate preposed by the other **** Dealership did not solve the issue. Upon further investigation by them they have indicated they cannot fix the issue without fully replacing the **** Cost for new *** is quoted as $4,500.00 + labour +tax

    **** Canada does have a case number open as CXH-02826163-Z9S8L7 to assist offering $2,250.00 or 50% of materials towards the the cost of fully replacing the **** They have also indicated that an *** purchased by customer will have 2 year warranty, unlimited millage. Where as the *** replaced by Embrun **** under warranty only has 90 day warranty. 

    I have not accepted this work as I don't believe I should have to pay anything for this fix as I have paperwork indicating this issue has persisted since  sept 2022 at 45,000km. 

    Please have ****** provide his contact information and I will reach out to see if any work on Embrun **** part can be done. 

    Sincerely,

    **** *******

  • Initial Complaint

    Date:05/06/2023

    Type:Service or Repair Issues
    Status:
    Unresolved
    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.
    ORIGINAL DATE SEPT 2023 BROUGHT LINCOLN INTO FORD EMBRUN AS THE TURBO WAS MAKING NOISE. PROBLEM NEVER FIXED. 9 WEEKS AS OF JUNE 06, 2023 MY VEHICLE IS STILL SITTING AT EMBRUN FORD, WITH EACH DAY A NEW LIE. WARRANTY HAS NOW SENT 2 TURBO'S - MECHANIC CAN'T SEEM TO GET IT RIGHT. THIS MORNING MY HUSBAND TO EMBRUN FORD TO SEE MY VEHICLE IS TORN APART, AND NOW ENGINE IS OUT. I WILL UPLOAD PICTURES. I'VE ALSO CONTACT LINCOLN CANADA AND FILED A COMPLAINT.

    Business Response

    Date: 16/06/2023

    Our ******* ******* (*****) has spoke many times to the customer to keep them updated during the repair, plus i had a discussion with Mr ******* last week.  Their vehicle is now ready to be pick update as of June 15,2022.  The customer has a small bill that will need to be paid upon delivery of the vehicle back to them.  Because of the issues around this repair Embrun Ford provided the customer a free loaner vehicle to drive until the repair to their vehicle was completed.  This hasn't been an ideal repair process but the vehicle is now ready for the customer pickup and we need the loaner vehicle back ASAP.  The customer was notified yesterday (June 15,2023) of the completion and we now requesting the customer to pick up their vehicle today so we can have our loaner returned.

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

    *****,

    Embeam Ford

    Customer Answer

    Date: 16/06/2023



    Complaint: 20143719



    I am rejecting this response because: ***** the ******* ******* has not kept me posted.  I have been the one calling 3 - 4 times a week and have been lied to for 10 weeks and 3 days to be exact.  I brought the vehicle in Aug 2022  for the turbo issue.  Sept 2022 they said it was my shocks, I paid 2200 and drove away with my computer telling drive malfunction.  Brought it back to Ford - their response "oh it was a faulty shock they sent us".  As of today, June 16, 2023 still no ETA on the shock.  Last Monday, my husband drove to Embrun Ford to see my vehicle outside with no engine (as I stated before with pictures).  Last Thursday, June 08, 2023 my husband and I drove to Embrun Ford again, to go into the shop to see my engine and take pictures.  Asked mechanics that were working where is my engine for the Lincoln sitting outside.  Response:  they sent it to a welding shop.  Needless to say I lost my temper.  Why would they send it to a welding shop?  Mechanic messed something up, now my engine has been compromised.  Again, ***** never asked permission or had the nerve to call me.  If we didn't walk in the shop looking for my engine, ***** would have never told me and I would have never known still to this day.  Now, they are telling me that I have to pay them $650.00.  No, I'm not settling for this at all.



    Sincerely,



    *** *******

Embrun Ford Sales Ltd is NOT a BBB Accredited Business.

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