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:28/05/2025

  Type:Product 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 had purchased a 2021 on December 16th 2021 a ****** ***** brand new and paid cash. * *** **** **** ** ***** *** *** **** ******* * ******* *** *** ******** * *** **** *** *** ***** **** **** ** ****** * *** *** ****** ** * **** ** ***** **** * **** **** ** **** *** ******* ** ***** ****** ** * *** ******** * *** ** *******. Well not even 6 months of having the vehicle the back wiper stopped working and has never worked since. Another 5 months later the turbo went on it costing me over $6000 and 10 weeks without a vehicle. Fast forward another couple months and 2 seat belts in the back stopped latching and to this day still does work another issue that occured around the same time is the engine light will not go off so we took it in and it is the gas tank sensor and to fix it will cost $5000 because they have to remove the whole gas tank so of course i do not have the money to fix that so that continues to be an issue. After owning the vehicle for 3 years as I was driving down the high way the hood latch flew open on me and caused $9300 in damage to the vehicle to witch i had to put through my insurance and again was without a vehicle for 4 weeks plus paying deductible. 6 weeks after getting the vehicle back now we have the back hatch that will not latch and has been like that for about 5 weeks. and might I add none of these issues were under warranty so needless to say something i spend all my money on has caused me nothing but disappointment. With everything it has done on it now the vehicle has gone down in value and it is not even 4 years old.

  Business Response

  Date: 03/06/2025

  We
  would like to assist you; however, in order to process your request more
  information is needed.  Please include
  your original message with the following additional information to allow us to
  proceed.
  
  Vehicle Identification Number:
  Odometer Reading:
  Servicing Dealership:
  
  If you would prefer to provide this information over
  the phone, you may call us toll free at ###-###-#### between the hours of 8am
  and 5pm, local time, Monday through Friday. 
  Hearing impaired callers with access to a *** may contact us by calling ###-###-####.

• Initial Complaint

  Date:30/04/2025

  Type:Billing 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 are submitting this complaint to hold Ford Canada accountable for the conduct of its franchised dealership, ***** ******** Ford in Nanaimo, BC, and for Ford Canada's failure to respond after being provided with a full consumer complaint.
  
  We leased a 2024 Ford ****** ***** on April 8, 2025. We agreed in writing to a $40,000 all-in price in the sales office. However, the final lease was processed at $43,695.50 — a $3,695.50 increase. This included charges like a $1,995 “SMFL Bundle,” $450 lease fee, and $899 documentation fee. These charges were never itemized, never presented as optional, and not disclosed before signing. No accessory menu or opt-in form was provided.
  
  We were also steered away from Ford Credit’s advertised 0%, 0.99%, and 3.99% financing — despite strong credit and written confirmation from the dealership that same day. We were never shown our approval tier or given a reason for our ineligibility.
  
  We were sold an insurance policy that, we later learned, included a $600 referral fee paid to the dealership. This was never disclosed while we were making the decision.
  
  Ford Canada promotes transparency and trust, especially for first-time buyers. ** **** ** ***** **** *** *** ***** *** ******* ****** **** ************ *** **** ******* **. The dealership created a sense of comfort — informal tone, birthday cake, reassurances that the salesperson wasn’t on commission — while key financial details were left unexplained and charges not shown in the sales office were added at signing.
  
  We submitted a detailed complaint package to Ford Canada on April 22, including documents, timelines, and promotional offer comparisons. With no meaningful response to date.
  
  ***** ***** ********** **** *** ******* ***** ********* ** ** ************** **** ****** ******* ***** **** *** ********** **** *** *** ********* *** **********.
  
  This complaint is about Ford Canada’s failure to respond or take responsibility for what happened under its brand.

  Business Response

  Date: 08/05/2025

  The
  circumstances that you have outlined in your original email have been given
  careful consideration.
  
  Our records indicate that on 4/25/2025 you contacted the Customer Relationship
  Centre (CRC) by email and one of our Customer Service Representatives
  provided you with a response. 
  Regrettably, we are unable to provide you with an alternate
  response.  If any additional information
  regarding this matter should become available in the future, please let us
  know.

  Customer Answer

  Date: 08/05/2025

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  We’re disappointed by this response — but not surprised.
  What we submitted wasn’t a request for customer service. It was a documented case of misleading dealership practices, financial concealment, and rebate misrepresentation — all under your brand, during your national sales programs.
  If Ford Canada is unwilling to investigate how its own dealers are structuring deals, bundling fees, and denying access to publicly advertised financing — especially for first-time buyers — then that silence speaks volumes.
  We have not received a meaningful reply from Ford Canada, Ford Credit Canada, or the dealership. What we have received is a clear understanding of how little accountability exists across this system.
  ** ********** *********** ******* ********** ** **** ******* ** * *** **** **** ** ******* ** ****
  
  
  
  Sincerely,
  
  
  
  ***** ***********

  Business Response

  Date: 13/05/2025

  We thank you for taking the time to let us know about your
  frustration with our inability to assist you in this matter. 
  
  As previously communicated to you on 5/8/2025, we feel that every consideration has been given to this
  matter and was appropriately addressed in our prior responses.  Based on the
  information you have provided and the data that we have reviewed, our decision
  remains the same.
  
  We regret that we have not been able to satisfy you on this
  occasion, but your concerns have been documented for future reference.
  
  We welcome you to contact us again if you have additional
  information pertaining to this issue or if you have a different inquiry for
  Ford of Canada Limited.

• Initial Complaint

  Date:28/03/2025

  Type:Sales and Advertising 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 purchased a new 2024 Ford Ranger in March 2025. The window sticker that came with my new vehicle shows the equipment that is included for (1) exterior, (2) interior, (3) functional, (4) safety, (5) warranty and (6) optional equipment.
  
  For (2) or interior equipment, it states ******** is included for 3 months.
  
  For (6) or optional equipment, it states Navigation is included. However, when I checked my Ford Pass app, it said this Navigation feature is only included for 90 days. The window sticker makes no mention of the 90 days *** * ***** **** ** ********** ** *** ********. Because it was optional equipment, and there was no mention of a trial period similar to ********, I feel this option should be included for the life of my vehicle.

  Business Response

  Date: 09/04/2025

  We sincerely regret the dissatisfaction
  you express regarding your 2024 Ford Ranger.
  
  Customer satisfaction is a primary
  objective of Ford of Canada, and we endeavour to make every attempt to ensure
  that our owners are satisfied. We recognize the importance of maintaining
  customer confidence in our company and service.

  Our
  records indicate that on 3/27/2025 you contacted the Customer Relationship
  Centre (CRC) by telephone and one of our Customer Service Representatives
  provided you with a response. 
  Regrettably, we are unable to provide you with an alternate
  response.  If any additional information
  regarding this matter should become available in the future, please let us
  know.

  Thank you for contacting Ford of Canada.

  Customer Answer

  Date: 09/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  On the window sticker for this vehicle, in the optional equipment section, it states that Navigation is included.  It makes no mention of a 3 month trial and one would assume that Navigation would be functional for the life of the vehicle (or at least the first owner). To learn that Navigation is for a 3 month trial is misleading.  This is especially true when compared to the ******** add-on.  The window sticker specifically states a 3 month trial.  That is not misleading.  Why did the window sticker not state that Navigation is for a 3 month trial?

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

  Business Response

  Date: 17/04/2025

  We thank you for taking the time to let us know about your
  frustration with our inability to assist you in this matter. 
  
  As previously communicated to you on 4/9/2025, we feel that every consideration has been given to this
  matter and was appropriately addressed in our prior responses.  Based on the
  information you have provided and the data that we have reviewed, our decision
  remains the same.
  
  We regret that we have not been able to satisfy you on this
  occasion, but your concerns have been documented for future reference.
  
  We welcome you to contact us again if you have additional
  information pertaining to this issue or if you have a different inquiry for
  Ford of Canada Limited.

  Customer Answer

  Date: 17/04/2025

  
  
  Better Business Bureau:
  
  
  Re: complaint ID ********.

  Thank you for your time in considering comments about information displayed on my new vehicle’s window sticker and how the Navigation option seemed misleading to me.  *** **** ** ** ****** * ****** *** ****** ******* ** ******* ***** ****** **** * *** ****** ******** *** **** *** ****** ** *** ***********  ******** I will not pursue this issue any further.

  I am enjoying my new vehicle and am a happy Ford customer.

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

• Initial Complaint

  Date:21/11/2024

  Type:Product 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 have a very simple complaint and it has to do with the quality/durability of the 2023 Ford Maverick interior. My complaint is that the plastic on the doors, dash, glove box scratch SOOO easily. It is very frustrating that I have spent this much on a new vehicle to have it look like trash and be so careful to not touch anything. I ***** **** ** ************ *** should be, at the very least, provided an alternative to the owner to change out these panels. Specifically, the doors and the glove box....though everything scratches.
  
  **** * ****** ****** ****** *** *** *** *** **** ****** *** ****** **** **** ****** * ****** ****** **** ***** 

  Business Response

  Date: 28/11/2024

  We would like to assist you; however, in order to process your request more information is needed.  Please include your original message with the following additional information to allow us to proceed. 
  ·         Vehicle Identification Number: 
  ·         Odometer Reading: 
  ·         Servicing Dealership: 
  ·         Has the vehicle been diagnosed by a Ford or Lincoln Dealership for the current issue? 
    If you would prefer to provide this information over the phone, you may call us toll free at ###-###-#### between the hours of 8am and 5pm, local time, Monday through Friday.  Hearing impaired callers with access to a TDD may contact us by calling ###-###-####.

• Initial Complaint

  Date:12/11/2024

  Type:Product 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 the Ford bronco sport 2021 and have had nothing but issues. Since day one the sales girl told me I'd have certain upgrades but the car came with none, I have msgs to prove it.. when I complained and tried to back out they wouldn't let me. I took the car anyways, *** ******* ** for 3 years I've been dealing with issues, coolant leak, oil leak, break issue and my most recent problem the car put itself into park WHILE driving which then blew my transmission ford told me it was a fluke and nothing they can do now I have to pay for a new transmission*** * * **** *** *** *** *** ******* **** **** **** ** ****** **** ****** **** **** **** ****** ** * ****** ** **** ********* ****** * *** **** ****** **** **** ***** ***********

  Business Response

  Date: 18/11/2024

  We
  would like to assist you; however, in order to process your request more
  information is needed.  Please include
  your original message with the following additional information to allow us to
  proceed.
  
  Vehicle Identification Number:
  Odometer Reading:
  Servicing Dealership:
  
  If you would prefer to provide this information over
  the phone, you may call us toll free at ###-###-#### between the hours of 8am
  and 5pm, local time, Monday through Friday. 
  Hearing impaired callers with access to a TDD may contact us by calling ###-###-####.

• Initial Complaint

  Date:24/10/2024

  Type:Product 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 own a 2016 Ford Focus and am experiencing transmission issues. I took my car into a trusted, licensed transmission mechanic and he informed me that this car was manufactured with a DSPS6 Powershift Transmission. He has personally had numerous customers come into his shop with the exact same issue, as this transmission type, manufactured and installed by Ford, is defective. According to Ford's official website, hundreds of thousands of Ford customers that purchased cars with this transmission were impacted. In an official statement on Ford's website, Ford acknowledges the inconvenience and frustration caused by the DPS6 transmission, and Ford has since stopped manufacturing cars with this transmission. In the same statement, Ford said they would offer an extended clutch warranty, covering vehicles with mileage up to 100 000 miles.
  
  My mechanic informed me that the repair on my vehicle's transmission must be done through a Ford dealership, as they have specific repair kits and specially-trained mechanics to repair this transmission. I have contacted Ford Canada and visited a Ford dealership with an auto repair shop and was denied any type of compensation or coverage for the repair. Ford has quoted me $5000 to complete this repair.
  
  My vehicle only has 75 000 Km on it, was always taken in for servicing, *** * **** ***** **** ********* ** *********** ** ****** *** ** ******** 
  Since Ford manufactured and used a defective part in my vehicle's production, I should not be paying out of pocket for the repairs on their faulty part.
  I am seeking to have Ford complete the repair at no cost to me.

  Business Response

  Date: 29/10/2024

  We would like to assist you; however, in order to process your request more information is needed.  Please include your original message with the Vehicle Identification Number, as well as the servicing dealership, to allow us to proceed.

  Customer Answer

  Date: 04/11/2024

  
  
  Complaint: ********
  
  I am sending the additional information, as requested,
  VIN: *****************. 
  Dealership: ******* **** ********* *** ***** **** *********
  
  My original message:
  I own a 2016 Ford Focus and am experiencing transmission issues. I took my car into a trusted, licensed transmission mechanic and he informed me that this car was manufactured with a DSPS6 Powershift Transmission. He has personally had numerous customers come into his shop with the exact same issue, as this transmission type, manufactured and installed by Ford, is defective. According to Ford's official website, hundreds of thousands of Ford customers that purchased cars with this transmission were impacted. In an official statement on Ford's website, Ford acknowledges the inconvenience and frustration caused by the DPS6 transmission, and Ford has since stopped manufacturing cars with this transmission. In the same statement, Ford said they would offer an extended clutch warranty, covering vehicles with mileage up to 100 000 miles. My mechanic informed me that the repair on my vehicle's transmission must be done through a Ford dealership, as they have specific repair kits and specially-trained mechanics to repair this transmission. I have contacted Ford Canada and visited a Ford dealership with an auto repair shop and was denied any type of compensation or coverage for the repair. Ford has quoted me $5000 to complete this repair. My vehicle only has 75 000 Km on it, was always taken in for servicing, *** * **** ***** **** ********* ** *********** ** ****** *** ** ******** ***** **** ************ *** **** * ********* **** ** ** ********* *********** I should not be paying out of pocket for the repairs on their faulty part. I am seeking to have Ford complete the repair at no cost to me.
  
  
  

  Business Response

  Date: 07/11/2024

  We sincerely regret the dissatisfaction you express regarding your 2016 Ford Focus. Customer satisfaction is a primary
  objective of Ford of Canada, and we endeavour to make every attempt to ensure
  that our owners are satisfied. We recognize the importance of maintaining
  customer confidence in our company and service.

  Ford of Canada offers a basic powertrain warranty for five years or 100,000
  km (whichever occurs first). After further review, the coverage period on your vehicle has lapsed and there were no extended coverages pertaining to
  the same. We are therefore unable to offer any compensation as requested.

  Thank you for contacting Ford of Canada.

• Initial Complaint

  Date:24/10/2024

  Type:Product 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 have a Ford Mustang GT Premium 2015 and I have a defective backup camera harness. This has been confirmed by my Ford Dealership on October 18th 2024.
  There is a recall listed on that matter for on the website of Ford and Transport Canada **************************************************************************************
  
  My dealership advised me to call Ford Canada and have my vehicle added to the recall but when I called Ford Canada customer relationship ** * *** *** ****, I was told that I have to pay for the repairs though there is a recall for this identical issue.
  
  As resolution, I need the VIN number of my car added to the recall list so that the defective part can be fixed as per the recall for this specific issue.
  
  *** *** *********** **** ********** ******* ** ******* ** ***** * **** *** ******** 

  Business Response

  Date: 29/10/2024

  We sincerely regret the dissatisfaction you express regarding your 2015 Ford Mustang. Customer satisfaction is a primary objective of Ford of Canada, and we
  endeavour to make every attempt to ensure that our owners are satisfied. We
  recognize the importance of maintaining customer confidence in our company and
  service.

  Recalls are Vehicle Identification Number
  specific and not all same vehicles will have the same recall. As the
  registered owner of the vehicle you will receive a correspondence from Ford
  Motor Company of Canada Limited should any recall or customer satisfaction
  programs (CSP) become available. We suggest that you keep your repair receipts in case a relevant recall or
  Customer Satisfaction Program is initiated by Ford of Canada Limited in the
  future.

  Thank you for contacting Ford of Canada Limited.

• Initial Complaint

  Date:08/08/2024

  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.

  In 2022, a recall came out from Ford for 2021 Bronco sport - rear brake linings may have been manufactured incorrectly. They replaced front brake pads? Now at only 22,000kms, my back brakes are totalled, inline with the recall for rear brake linings/caliper/bushings recall #21C31. They are refusing to replace the rear brakes even though they KNOW there was a manufacturing issue, because they decided to replace perfectly fine front brake pads. Make it make sense? Issue with rear brakes, why would you do the front? At 22,000kms, there is no reason why I need new back brakes. And no reason why I should have to pay when its a known issue. This is a safety issue, as you can tell when driving that excess force is needed to stop the car. The dealer nor Ford Canada will/have done anything to attempt to resolve this issue despite multiple attempts to come to a resolution. *** ******* ***** **** ******** *** *** ******* ********* *** ** **** ******** 

  Business Response

  Date: 14/08/2024

  We sincerely regret the dissatisfaction
  you express regarding your 2021 Ford Bronco Sport.
  
  Customer satisfaction is a primary
  objective of Ford of Canada, and we endeavour to make every attempt to ensure
  that our owners are satisfied. We recognize the importance of maintaining
  customer confidence in our company and service.

  We have
  verified our resources your vehicle is not involved in any recalls or customer satisfaction programs
  at this time related to the rear brakes at this time. Recalls are Vehicle Identification Number
  specific and not all same vehicles will have the same recall.

  As the
  registered owner of the vehicle you will receive a correspondence from Ford
  Motor Company of Canada Limited should any recall or customer satisfaction
  programs (CSP) become available. Your local servicing Ford/Lincoln dealership is also in
  position to confirm recall eligibility. You may find your Ford/Lincoln
  dealership by visiting our website at www.ford.ca

  We regret that we have not been able to satisfy you on this occasion, but your concerns have been documented for future reference. We welcome you to contact us again if you have additional information pertaining to this issue or if you have a different inquiry for Ford of Canada Limited. 

• Initial Complaint

  Date:29/07/2024

  Type:Product 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 am contacting you in regards to our 2017 Ford escape, we are the second owner of this vehicle. Vin # is *****************
  
  Recently it has overheated and shows signs of burning coolant, which are tell tail signs the head gasket needs replaced. It has been to a Ford dealership that confirmed there is significant compression loss in cylinder 1.
  
  I have spoken to a local Ford dealership about the recall and I have contacted Ford customer relations about the issue and the recall.
  This is what I have learned, the vehicle meets the guidelines for the recall. It was built at the correct plant during the correct time and the 7 years expires this coming November. However, it has around 170k on the odometer which puts it over the availability for the recall by approximately 20k. The interesting part is I have been told by Ford customer relations that part of the recall had been done in 2022, however the short block was not replaced, meaning only the head gasket was replaced. Only part of the job was done by a licensed Ford mechanic. So in the end we have been told in short “sorry about your luck”
  Now this is what I know,
  As an individual with a strong mechanical background. A head gasket is designed to last longer than approx. 20k for one. If the recall had been done correctly in its entirety by the licensed Ford mechanic in the first place, meaning short block replaced and head gasket which it was not! I believe this vehicle would be fine and the issue would not have re - occurred.
  I believe this issue of faulty workmanship should be corrected as it could have in the first place.
  I would appreciate a prompt and acceptable response ** * **** **** ***** ******** ***** ****** ** ******.
  Further more the recall we have been the owner of the vehicle since Sept, 2021 and have never received the recall notice.

  Customer Answer

  Date: 24/07/2024

  Ford Motor Company of Canada has failed to notify us of two major recalls for our 2017 Ford Eacape. They have admitted to it, yet refuse to allow us to have recall(s) done. Ford customer relations have **** to us twice now stating they did not have our address on file. However we received a recall notice about a shifter linkage bushing just fine in our mail box addressed to us last year. Now our vehicle is broke down with issues directly related to the recall(s) that we were not notified of and Ford customer relations gives us the same “scripted” speech.

  Business Response

  Date: 14/08/2024

  The
  circumstances that you have outlined in your original email have been given
  careful consideration.
  
  Our records indicate that on 7/24/2024 you contacted the Customer Relationship
  Centre (CRC) by telephone and one of our Customer Service Representatives
  provided you with a response. 
  Regrettably, we are unable to provide you with an alternate
  response.  If any additional information
  regarding this matter should become available in the future, please let us
  know.

• Initial Complaint

  Date:24/07/2024

  Type:Service or Repair 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 looking to file a complaint against Ford Canada and ******* ******* Ford for failing to honor their warranty and forcing us to go over the warranty preventing coverage before acknowledging an issue. Our truck had a ******* ******* ******** **** ******** for excessive oil consumption on my F150’s engine and I became aware of this issue from a third party mechanic. The vehicle went to them within warranty limits (96,000km and within the 5 year limits of the warranty) and they instructed us to drive it more to determine the issue. They confirmed the issue but not what the cause was and told us to call Ford Canada.
  We took the issue to Ford Canada at the advice of the ******* Ford ******* Dealership and they determined we are outside of our warranty and they are refusing to pay for diagnosing/repairing the engine. ******* Ford ******* has told us often this commonly requires the whole engine to be replaced, with a price tag of $14,000. **** ***** ** *** **** ******* *** ***** **** *** ** *** ** **** ***** *** ******* ***** ********* **** ********** ******** **** ******** *** ****** ** ***** *** ******* ** ***** ** **** ***** ******** *** *** *** ***** *** ** ****** ****** **** ******* ************** **** ********** ** **** **********. Ford Canada is refusing to honor the warranty as well, something that is a paid for-perk when purchasing a vehicle. At best, they have offered to pay 65% of a repair (65% of a new engine approx. 14k leaves us with a 6k bill) and they warned that if there was “neglect” they wouldn’t do anything. ******* ** **** ***** ** ********** ******* ***** ****** ***** *** ** * ****** **** **** ** ****** *** **** ** *** ****** ***** ********* ** ** ***** **** ******* ***** *** ********* * **** **** ***** **** **** ******** **** * *** ** *** *** ** **** ***** **** **** ****** ***** *** *** ** ********** **** ****** ** **** **** ********** ** **** ******* *** ********** ****** **** ** **** ******** ******** ** *** ****** **** **** ********** 

  Business Response

  Date: 01/08/2024

  We sincerely regret the circumstances you
  describe regarding your 2018 F-150. 

  Customer satisfaction is a primary objective
  of Ford of Canada, and we endeavour to make every attempt to ensure that our
  owners are satisfied. We recognize the importance of maintaining customer
  confidence in our company and service.

  After reviewing your case, we note that you have been offered 65% coverage of the cost of the repair as a goodwill gesture from the Customer Relationship Centre. We, therefore, encourage you to continue working with the dealership in this matter.

  We welcome you to contact us again if you have
  additional information pertaining to this or other issues. Thank you for contacting Ford of Canada.

  Customer Answer

  Date: 06/08/2024

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

  fortunately, due to text messages of guidance from the dealership service rep, the dealership is picking up the rest of the repair cost *** **** ***** ****** ***** **** **** ******* *** **** ******* ***** *** ***** ** **** **** ** ******** **** ***** ******** *** ** ****** **** **** **** *** *** **** **** **** **** *** ********** * ******** ***** ******** ** ******  

  I’m moving on based on the work I had to put in to find a resolution.  
  
  
  
  Sincerely,
  
  
  
  ****** ******