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:02/04/2024

  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 purchased a maverick truck, 2022 headed out for a test drive noticed that the tire light come on I took it back and I told the salesman that I wanted it looked at because I was going to purchase the vehicle and a scratch on the left side of the vehicle drove it off the lot and the tire light came on again text the salesman and told him he told me to just wait and see what happens because it was cold and hot weather. It couldve been the aluminum wheels, the salesman deleted his text and so did I I did have one that said, do you remember the rear tire that went down on the test drive it still doing it and I brought it in for service and they said that the tire wasnt fixable which was ridiculous because I purchased the truck that tire not fixed properly. It shouldve never passed the safety. not only that they wanted me to pay for both tires even Though the tire was not fit for the road before I purchased it, then they agreed to pay for one tire and wanted me to pay for the other tire, which I still didnt think was quite fair because they wouldve had to put both tires on anyways for a safety They were extremely rude to me. They knew I was going away for Easter weekend. Didnt even offer me a vehicle to drive even though they knew I was going out of town on a 2 Hour Dr. originally when I went there, they were very friendly and kind and then it quickly turned , when they knew they had to give me a tire I feel like they shouldve paid the $250 themselves because this was not my fault to pass the safety. They wouldve had to put them on. I spoke with the manager Im not sure if her name but I know shes the owner or the owners daughter And she said that gentleman gave me one tire and thats enough. We agreed on a price because I didnt really have an option and they said it was going to cost me $225 taxes and then I get there and they try to charge me $289 I refuse to pay it , so they fix that they just were not professional at all and I felt like I was taken advantage of my supporting document would be one of the text that I text before I took it in to make sure that they know that it was their fault and as you can see in the text below, I mention it without even knowing what is wrong with the tire

  Business Response

  Date: 03/04/2024

  Hey,

   

  I want to go over 3 points:

   

  1) Our side of the story: Customer bought a vehicle from ** early to mid-February.  It was their second vehicle in the last 6 months they bought from us.  The first one went very smoothly with no problems.  They came to us saying they had a really bad experience at the other local **** store.  It was actually about tires and they were not happy with them.  They originally bought a bronco sport.  A couple months later they came back and traded it for a Maverick.  This was not that long ago so it's not like anyone can use the excuse that they don't remember.  About 5 weeks after they bought, and a few thousand kilometers later, my salesperson gets a text (the one attached to her complaint).  He did get that.  He told her to bring it in and we would have a look at it.  We found TWO nails in their one tire.  It could not be fixed and needed to be replaced.  She is claiming that they noticed this on their test drive and told her salesperson about it.  Originally. when they first came in about the tire, they claimed they told us on delivery not the test drive, this actually would have made more sense.  Because, if they saw it on the test drive and told us about it and then came to pick it up and the light was still on, why would they take delivery?   Our salesperson does not have this text as he got a new phone.  The customer is saying they don't have the text because they deleted it.  She then changed her tune and said it wasn't on delivery it was when they test drove it.  I asked why it was not written on their offer sheet.  She said it was on her copy that she "lost" but was NOT written on the sales SIGNED copy we had.  So, all we have is he said she said.  She has apparently deleted all her communication she had between her and her salesperson about this issue.  My sales manager does not recall anything being brought up when he approved the deal.  Our service department did a SAFETY after she bought the car and he inspected the tires and did not see either nail, nor did he see the tire light on.  I just find it very convienenient that the customer waited 5 weeks to reach out about the tire light and did not ask that anythign be put on the offer sheet if they knew about this prior to the sale.  They are very particular customers, this was our second dealing with them.  Our normal process is to go over the offer sheet with the customer and add any notes that need to be looked at prior to delivery.  I also don't believe if the light was on for the test drive, and still on during delivery that they would have been okay to take it.  ALSO, we offer ALL our customer an optional tire warranty with EVERY used vehicle.  It's added to all our used vehicles and is $499.  It is OPTIONAL and these customers choose to decline it.  We took it off the price.  If they were having a tire issue, this would have been more of a conversation, they would not have removed it.  I also believe we were fair in our solution.  The customer came in with two nails, it had been 5 weeks and thousands (not hundreds) of KM and we offered to pay for 1 of the tires.  Because the tires were not new, you can't just replace one tire.  The customer had to replace two.  Because they were recent good customers, we said we would cover the cost of 1 of the tires.  The total bill was $510 all in and we agreed to split it in half.  We have multiple people witness this.  The customer complained we didnt offer them a vehicle or help them out over Easter weekend, but we didn't feel this was our fault.   We don't feel we did anything wrong.  The customer agreed to the price and when we fixed the vehicle for them, she came into my office and tried to get out of paying for it.  Her story changed again, she kept saying she told people about it and she sent text and had paperwork but she had deleted the text and lost the papers.

   

  2)This was a VERY similar situation to what had happened at the last dealership she had dealt with.  She was even bragging that she went to you guys the BBB on the other dealership and it made them cave and give them what they asked for.  She threatened me in my office, that if i didn't do the same she would write you guys.  She got what she wanted last time and she felt she would get it again.

  3) ****** ********************* Kingston before you make any decision.  Her partner is *************************.  This was brought to my attention over the weekend.  I actually did not know about it when we made the decision to split the cost of the two tires, but it definitely holds weight now on who I believe.  I believe my salesperson and Sales Manager over her in the situation and I hope you do as well.

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21519143
  
  I am rejecting this response because: I think **** is out of line and she is missing the point and ****. If you want to ****** my name, you should actually be prepared to know that we did get off because it was not true. It was a roommate we lived with. Did you read about that no, because the papers dont let that information out and this isnt about me **** it was about an unsafe vehicle that you put us in knowing that there was a tire that needed to be fixed. You just didnt want to put the tires on and come good for them. and you guys didnt give us a choice about the tire and nobody offered us any package for 499

  and I also didnt change my story. I told you that the tire light was on from the get-go from the test drive and it wasnt on when we came back and when you put air in the tire it would go off so thats all you guys did assuming that we would just have to pay for it later 

  just because you were handed everything in life doesnt mean that youre going to run other people down people are innocent until proven guilty, and you guys are guilty of this. Fortunately, we were not guilty and people accuse you of anything, and in this case were telling the truth, and we were then.

   

  Because of the weathe
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:16/01/2024

  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.

  I bought a truck from Petrie Ford. Received the car and shortly after there was a crack in the paint. As can be seen in the picture I found out there was a repair done at the dealership (A bodyshop at another Ford dealership confirmed this was a professional repair done as there must have been an issue with the door paint). The owner of the dealership **** ****** was zero help at all and told me it was a door ding. I drove from Newmarket, ON to have her staff look at it. A salesman and a technician took a look and said its a door ding. In that exact spot behind the door and weather stripping is where a repair was done on the truck. This doesn't explain the striking tool marks behind the rubber trim that was done to bend the door lip. The striking tool was in the exact spot as the paint crack. When it was done it required heat and instead the paint cracked when it got colder.
  
  I have since taken it to another dealership, and unfortunately they said only the dealership which you bought the truck from can fix it as it was done while in their hands. If this doesn't get repainted it will rust and the paint will chip.
  
  I am just a hardworking Canadian who spent a lot on a vehicle and I am being unfairly treated by a big business.
  
  All I am asking for is for them to repair the door properly and be honest. I bought the truck new and there is a repair done between the weather stripping and the door? I never agreed or was aware of this.

  Business Response

  Date: 29/01/2024

  Hi ******,
  I understand your frustration and I am very sorry it came down to this. I want people to understand there are two sides to this story. You were referred to Petrie Ford. The truck you are driving is your second or possibly even third purchase from us. You have always dealt with me directly and we have always had a good relationship. You had reached out to us a few weeks ago saying that you had came out of a store and noticed a ding in your door. It was on the driver’s rear door, so I feel as though you would have noticed on pick up if it was there. Nonetheless, you had mentioned it was a lease and that you weren’t keeping it anyways, but you just wanted to bring it to my attention. The lease is now due and you are thinking of keeping the truck. This is your decision. You are now worried about this ding. It has been almost 3 years that you have owned this truck and you now want Ford OR Petrie Ford to take responsibility. You are not from Kingston, so you have been servicing your vehicle over the years somewhere else. You state that you had brought up this issue to whomever was servicing your vehicle and they went to Ford. Both the local Ford store and Ford of Canada believed it to be a door ding. You were not happy with that answer. You had very unkind things to say about your experience at your local Ford store. You then reached out to me. You stated that you took it to a different repair shop and they seemed to believe that someone has tried to fix the door and that its not a door ding. Because of this, I did some research. I looked at the notes on your recent conversation with Ford, where they noted you had made threats and were extremely rude to them. However, I wanted to try and help. I reached out to Ford to see if they had any record of your VIN # having any damage or issues prior to delivery. I also checked our history to see if we noted any damages OR had any repairs done prior to delivery. Both came up negative. When you arrived at our store to have us take a look, our service department was closed. However, our sales department was open and we also had a few technicians still around. When our service technicians examined the issue, they all came to the same conclusion. They felt it was a door ding. They also felt you were extremely rude and felt very uncomfortable. After all of this, I made a decision to cut ties and tell you we could not help. I did not do this to ignore you, or to give bad customer service. I made this decision as I feel we, Petrie Ford, did nothing wrong.
  I am sorry you feel that I was zero help.
  Best of luck.
  - **** ******

  Customer Answer

  Date: 29/01/2024

  
  
  Complaint: 21151767
  
  
  
  I am rejecting this response because:

  ****, you're incorrect. I was told by Ford, you or the freight truck were the only option for the damage, and it was verified there someone who fixed it. Wasn't me, had to have been your dealership. You cut ties as that was the easy thing to do. Disappointed I wasn't leasing another truck? Once there wasn't anymore business coming as I was buying the truck you want to cut ties? If Ford only does repairs with work orders, and they don't have one. Who did the work on the vehicle that caused the damage. Once you tell me that I will drop this. Until you do, its on you. Do the right thing and make this right. 
  
  
  
  Sincerely,
  
  
  
  ******** *******

  Business Response

  Date: 30/01/2024

  Petrie Ford not doing anything has nothing to do with the fact that you are not buying a truck from us.  Believe me or don't.  Anyone that knows me and knows how we do business would understand that.  You have gone completely offside about this.  You have no proof that anything happened before delivery.  I have dug into on my end and came up with nothing.  It was not fixed before delivery.  I understand you want it fixed, and I know it's going to cost you money, but you have had the truck for 3 years and Ford is not willing to do anything because of that.  Petrie Ford did nothing wrong, and we are not willing to do anything.  I am sorry.  AND, the reason I stopped talking to you or responding because you were not being nice and being extremely rude.  Ford even made nots that you were threatening them.  I am done with this.  You are accusing us of things we did not do.  You are threatening, and actually pulling the trigger on blasting us on social media, and you are being extremely rude to everyone, including my employees.  The issue is not with Petrie Ford it's with Ford.  And to be honest, I don't think it has anything to do with them either.

• Initial Complaint

  Date:02/08/2023

  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.

  I purchased a vehicle from Petrie Ford in March. They repeatedly ignore issues brought up and since I did not accept the explanations given by service department and continued to ask for reasonable diagnoses, my efforts finally resulted in there being no other choice from service but to confront the issues finally and repair them which should be my right and should have been addressed the first time I brought it in. I have had it in numerous times for issues from the day I drove the truck off the lot that were dismissed outright with lame excuses about new brakes squealing and the vibration being unevenly wore tires! I would not give up and finally had service recognize and eventually repair the problems. A vibration that I brought in to have checked three times before they admitted it was a drive shaft hanger and had to replace the drive shaft, the other it took my rear caliper falling right off the truck for service to take my brakes sqeel seriously and since then the brake squeal has not gone away. I also brought it in with a belt squeal that was never heard until I would not give up and finally they admitted that a pulley was bad and needed to be replaced again being dismissed and told that the issues I'm concerned about didn't exist. I have been told numerous excuses as to why it's not Petries fault until they finally admitted these faults, due to me not accepting these poor excuses and not giving up. The motives of the service shop are to give questionable explanations to issues and hope the customer goes away, when this does not happen, as in my case, then next strategy is to completely ignore the customer and hope they go away.
  In the end everyone there was told not to deal with me I treated everyone there with respect until the very last issue where I might have lost my cool as I was being told again that none of the issues existed.
  All I hope they cease using these practices on customers when they are deemed to be an inconvenience.
  ***** *****