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:26/06/2023

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  Date: 23 June 2023
  
  Amount: $48,588.87
  
  What they provided: Purchased a Ford Edge 2023
  
  Nature of Dispute: Changed price of trade in vehicle based on a pre-disclosed issue. Sale was reduced by $2,500.00 based on part ($1,100.00), labour ($800.00) and loss of further sale ($500.00). The issue that required work was disclosed during initial appraisal and factored into first agreed appraisal value. Upon trade in, Kanata Ford made significant changes to the agreed appraisal lowering their valuation by the $2,500.00. According to the contract signed during the original appraisal, we agreed that the disclosed issue (AC unit) was described to the best of our ability. At the time of trade in, this issue was exaggerated by Kanata Ford claiming that this was not as describe (which is countenance to their file on the appraisal) and said that we were responsible for all repairs required to fix the AC unit as well as cover the cost of their failed sale. These terms are in direct countenance to the contract that Kanata Ford and I had originally signed.
  
  Did the business attempt to resolve: No, they were unwilling to negotiate change in second appraisal and ignored the previous disclosure.
  
  Account or tracking #: Current case number with Ford ***********

  Business Response

  Date: 05/07/2023

  i have more to send a follow response is on the way 

  Customer Answer

  Date: 10/07/2023

  
  
  Complaint: 20240318
  
  
  
  I am rejecting this response because:

  The images provided do not provide substantiation that the $2,500.00 ($1,150 part, $850 labour, $500 lost sale) deduction to the trade-in value is related to the disclosed AC issue as was explained by Kanata Ford when reducing the trade-in value. At this time, I do not see any reason to accept that our trade-in value should be reduced by that figure based on the verbiage in the original contract that states: that only if the vehicle is not in the same condition that was agreed on at the date of appraisal is the seller responsible to cover the cost of repairs or agree to a reduction in trade-in allowance. 

  I still believe that Kanata Ford is in contract violation and has committed unethical or potentially illegal business practices. 

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

  Business Response

  Date: 11/07/2023

   

  Mr.******,

  Let me begin by saying my last response was incomplete due to the fact that I couldn't fit my whole response into the allocated area. The following is the missing information which will support my last claim

  Kanata Ford was told that the vehicle body was a 9 out of 10.  This clearly wasn't the case as proven in the pictures taken on the day of delivery and sent in the previous response.

  We were also told that the air conditioning was " a little sketchy". 

  When the trade was finally brought into Kanata Ford (for the first time to touch and see it) there was a loud noise coming from the engine that in fact sounded like the engine was knocking.  As suppored in the attached work order from the Service Department it was diagnosed as "a little sketchy"

  Also... the carproof came back significantly higher than originally disclosed.

  The offer was to reduce the trade by $2500 (to compensate for the discrepancy in its value) or to cancel the deal.

   

   

  Customer Answer

  Date: 17/07/2023

  
  
  Complaint: 20240318
  
  
  
  I am rejecting this response because:

  Kanta Ford,

  Firstly, let me respond to the provided documentation:
  
  1.     The photos provided do not conclude the body is a lesser classification of 9/10. Though subjective, the majority of the photos are taken a few inches from the vehicle and do not show the true viewing angle the average consumer would take. At the time of trade in, the only photo that was discussed was the photo showing water drip marks which we advised Kanata Ford that this is washable to which they had no further response to the body quality.
  
  2.     The appraisal documentation states your notes taken at the time of appraisal and is not verbatim our responses. At the time of the appraisal and when delivered, we believed and still believe that it is a 9/10 body and 9/10 drivable unless you have done work otherwise. When asked if the vehicle had been in an accident we responded yes and provided an estimated value of accident. When we provided that, *** (our sales rep) did in fact look this accident history up and found the actual value that you have hand written on the form. If you failed to take appropriate notes, this is not the fault of the seller. Similar to this, when asked if there are other details we wish to disclose, we were very verbose about the AC issue to which your sales representative summed up as “air condition might be a bit sketchy”. Again, your failure to take appropriate notes is not representative of our disclosure. All of this can be verified with the audio/visual recording that you take at the sales representative’s desk at time of sale – please feel free to provide this video for everyone’s review.
  
  3.     On the service form, your service desk confirms our statement of the AC issues that were disclosed. The AC issue we described to *** is very akin to the issue that your service center has diagnosed. The cost to replace the AC compressor and/or belt is what should have been expected from your department based on the description we gave.
  
  Secondly, the $2,500 was not a compensation for discrepancy – this was to cover the described costs that Kanata Ford gave to us which is what we wish billing adjustment for as we believe this is not fair business practice. The $2,500 was describe as: $1,150 for the part, $850 for the labour (which based on your service department is over $200/hr) and $500 for the loss of sale (Kanata Ford indicated that the AC issue would fail a safety inspection and thus could not be sold - which by definitions in the contract should not be covered by the consumer).
  
  I would ask Kanata Ford to further explain their justification for decreasing the value at the time of signing the contract without adding other factors that were not explicitly explained at the time of signing.
  
  
  Sincerely,
  
  
  
  *********** ******

• Initial Complaint

  Date:14/06/2023

  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.

  Hello,
  
  I took my Ford escape for a recall on May 15th to Ford dealership ** ******* ****** ************ ******* *** ******* ** *** ****. I picked up the car and brought it home. A couple of days later, I started to hear noise on the passenger side wheel then when I checked I realized that the passenger wheel was completely loose (all 5 bolts).
  I called Ford dealership to report the incident and just as a friendly reminder/warning to double check if wheels are tightened as they should be before sending the car on the road. I drive my two babies in the car, and it is very dangerous if a wheel comes off the car while driving. I was surprised that the Ford person on the phone denied anything to do with this without even taking the time to check what happened.
  
  This is very frustrating and makes me lose confidence in the work being done by this dealership as it affect my family's safety directly.
  
  All I am looking for is to make proper procedures in place to not have this happen again and not lose any lives because of this. I am afraid that this is going to end my trust in Ford dealership.
  
  Thank you for your time.

  Business Response

  Date: 14/06/2023

  Kanata ford at no point touched the wheels on this vehicle as you can see the work we performed is attached , complainant is not the same as customer on work order 

  Customer Answer

  Date: 16/06/2023

  
  
  Complaint: 20183180
  
  
  
  I am rejecting this response because: The noise only started happening after taking the car to the dealership.

  It is very unfortunate that I cannot prove this with material prove, but it is very serious. I am not asking for anything, but this needs to be investigated so it doesnt happen again.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 19/06/2023

  We appreciate your concern,we do have processes in place to assure situations like this do not occur.....one such example if we did take a wheel off on that work order and bill it would advise the customer to return within 500 km to re torque the wheels .