Auto Manufacturers
Ford Motor Company of Canada LtdThis business is NOT BBB Accredited.
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Important information
- Customer Complaint:Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample.
Complaints
Customer Complaints Summary
- 149 total complaints in the last 3 years.
- 68 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:24/07/2024
Type:Service or Repair IssuesStatus: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.
The backseat behind the driver's side will not go back up. I took it to **** ****** in Orillia and they told me they could not get the screw out and seatbelt that belongs to the middle seat is locked and they cannot get the seat up. They advised me they could not cut it as it is a safety issue and I could get a ticket. I was told by ******* the part will be ordered and I would get a call within a few days.
I have waited now a month. I cannot use my vehicle because I cannot put my kids in the back as the back seat is down on the drivers side and the seat on the passenger was removed to try and gain access to the other seat that is down. * ****** *** ******** ******* *** ****** *** **** ***** She just said nothing I can do. I have to wait for the part. I have asked the manager at the dealer and customer service to contact the manufacturer or parts warehouse to get this expedited but apparently no one has a number for the warehouse or anywhere else. My vehicle is just parked there and since it is out of warranty I am told I am **** out ot luck basically. ** **** **** ** ****** ** ***** *** ***** *** *** ** *** **** * ****. This is an Ministry of Transportation, Vehicle Safety part, not cosmetic. At this point Ford must produce the seatbelt or pay for a rental until the part comes in. * *** ** ***** *** * ****** ******** ** ** *** *** ** **** *** ** *** ** ** ******* *** ***** **** **** **** ******* ********* ** ****** ***** **** ***** ***Business Response
Date: 24/07/2024
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 Year:
· Vehicle Make:
· Vehicle Model:
· Vehicle Identification Number:
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 ###-###-####.Customer Answer
Date: 24/07/2024
Complaint: ********
I am rejecting this response because: The dealership finally obtained the part and repaired the vehicle last week. I do expect some sort of compensation as I could not drive the vehicle for several weeks. It took Ford Head Office weeks to get back to me, ** ** ***** ******** ******* ** *** ***** **** ******** ** *****. The issue with my vehicle was a safety violation that could have cost me fines and vehicle impoundment. I was left without a vehicle for weeks and no one at Ford willing to help. * ** * ****** ****** **** * ** ** *** **** * ******* ** *** * ****** *** *** ** ** * ********* *** **** ****** ** ** * ******* ************ ** ** ***** *****
Sincerely,
******** *********Business Response
Date: 28/08/2024
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 Year:
· Vehicle Make:
· Vehicle Model:
· Vehicle Identification Number:
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:10/06/2024
Type:Service or Repair IssuesStatus: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.
Recently, My 2017 Ford Edge SEL was diagnosed with engine failure. I have no warranty left on the vehicle which I knew could be a problem but because I have had my vehicle to the dealership many many tomes with issues related to the engine that were misdiagnosed while my vehicle was on warranty & extended warranty. Ford said there’s nothing they can do bc warranty has expired. This wouldn’t have happened had they spent the time to correctly diagnose the issue. I was advised by the local ford dealership to contact ford Canada ** ** *** ***** **** ** ****** **** **** **** ** ******* ** ** *** *** ****** **** *** ***** *** * **** **** ******** **** *** **********Business Response
Date: 21/06/2024
We are sorry to hear about your experience regarding your 2017 Ford Edge. 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 file, we note that you have accepted an offer of 40% coverage of the engine repair from the Customer Relationship Centre. We are therefore unable to offer additional compensation under the circumstances.
We welcome you to contact us again if you have additional information pertaining to this or other issues.
Initial Complaint
Date:20/02/2024
Type:Product IssuesStatus: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.
Hi my issue with Ford Canada is related to the Ford F150 Lightning that I leased in October 31, 2023. A month and a week into owning it on the 7th of December I got a notification from the vehicle stating a loss of power, as such, I contacted the service department in order to get it addressed and was told the earliest date would be on the 12th of the following week to bring it in. On that date I was informed a battery cell would require fixing and was told it should take approximately 15 days. During that time period the only vehicle offered to me in place of my truck was a compact car which I declined as it was no use to me. After the 15 business days had passed I reached out for an update and was told the parts still have not arrived and that there was no ETA on the arrival either. At that time due to needing a vehicle for work and the open ended response I got regarding a timeline I opted for the rental vehicle but had to pay out of pocket $20 daily to upgrade it to a vehicle that can partially accommodate my tools for work enough so that I can work. The dealerships response was that other people are also dealing with similar delays and that it is out of their hands as it is an issue with ford of Canada. After reaching out to Ford of Canada I still got the same response from the representative I was provided with and was told they have no ETA either. It has now been a month a and a half, which is longer than it was in my possession, and there is still no resolution in sight. I am leasing this vehicle and have no ownership of it so all of my payments are going to Ford to cover depreciation on their end for a truck I am not in possession of. When I mentioned compensation for the payments I have been making, I received a vague response stating they would see what’s possible after repairs are completed and that Ford would “consider” covering the cost of only the upgraded rental. I have incurred fuel costs, rental costs and made scheduled payments for the truck
The vin number for my Ford F150 Lightning is: *****************
Business Response
Date: 29/02/2024
I acknowledge receipt of your complaint dated 2/21/24, concerning your reimbursement request. Ford of Canada strives to provide replacement parts as quickly as possible for all of its vehicles. Unfortunately, on rare occasions, some replacement parts take longer to acquire. We recognize that the time it is taking to obtain the part necessary to resolve your concern may have taken longer than you expected.
Please note that Ford of Canada makes no representations or warranties regarding the availability of replacement parts for Ford vehicles. The company considers that only your debtors take responsibility for this risk.
According to our records, neither Ford of Canada nor the dealer can be held responsible for the loss of the vehicle or its parts and any damage they may suffer, the loss of free use of the vehicle, any loss of time, and annoyance, any commercial loss, and special, indirect or other damages, as well as any other claim relating to or resulting from any defect in original material or workmanship, except as provided.
We encourage you to continue working with your dealership to resolve your concerns with your vehicle.
Initial Complaint
Date:04/01/2024
Type:Service or Repair IssuesStatus: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 February of 2023, my check engine light came on. I then booked an appointment with ********* Ford to check it out. They said that I have to replace the Intake Manifold.I then wanted a price on the part. They told me it would be close to 1300 just for the part, so I called different Ford dealerships to see if there was a lower price, and I did find one in Winnipeg for 693.00. I placed the order on FEB 28/2023. I have been waiting for ten months now. Whenever I contact them for an update, they tell me the same thing: no estimated arrival time. My truck has been out of use for ten months now. I know they are still building and installing the same ENG 6.2 in the 2023/2024 trucks today, with no problems receiving the parts. ** * ********* **** ** *** ***** **** **** **** ******* ** ******* *** *******Business Response
Date: 11/01/2024
We regret the circumstances that have prompted you to contact us. Thank you for allowing us the opportunity to review this matter on your behalf.
Ford of Canada strives to provide replacement parts as quickly as possible for all of its vehicles. Unfortunately, on rare occasions, some replacement parts take longer to acquire. We recognize that the time it took to obtain the documents necessary to process your claim may have taken longer than you expected. Please note that Ford of Canada makes no representations or warranties regarding the availability of replacement parts for Ford vehicles. The company considers that only your debtors take responsibility for this risk.
According to our records, neither Ford of Canada nor the dealer can be held responsible for the loss of the vehicle or its parts and any damage they may suffer, the loss of free use of the vehicle, any loss of time, and annoyance, any commercial loss, and special, indirect or other damages, as well as any other claim relating to or resulting from any defect in original material or workmanship, except as provided herein.
Customer Answer
Date: 11/01/2024
Complaint: ********
I am rejecting this response because: All I am looking for is for Ford of Canada to supply me with the parts needed to fix the problem ** ******* ** *** ******** ** ********* ***** ** *** ******** **** **** ***** ****** *** ***** *** ** *** **** **** *** **** *** ** * **** ** *** **** ** *** *** ***** **** ***** ******** *** ***** ***** **** ** * ******** *** ** ******* ** **** ** *** * **** **** **** *** *** ****** *** ********** ** ******* ***** ****** *****
Sincerely,
****** *****Business Response
Date: 16/01/2024
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 1/11/2024 via email, 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: 22/01/2024
Complaint: ********
I am rejecting this response because:**** ** *** ***** *** ******** ** ** *** ***** ***** * **** **** ** *** **** *** ***** *** *** ****** ****** ** *** **** **** *** **** *** *** ** * **** * ***** **** ** **** *** **** *** ****** *** ***** **** *** ***** ** ***** ***** *** **** ** *** ********* *** *** *** ****** *** ****** **** *** ***** *** *** ******** IT WILL BE ONE YEAR SINCE I ORDERED THE PART ON FEB 28 **** *** **** ********* ** ******** ** ** ********* ** ***** ****** * ****** **** **** ** ***** ** * ***** **** ** ***** ***** ******* *** **** ***** * **** ** **** ****** * ***** *** **** ** ****** ** **** *** *****
Sincerely,
****** *****Business Response
Date: 31/01/2024
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 1/11/2024, 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: 02/02/2024
Complaint: ********
I am rejecting this response because: ** *** ** * *** **** **** ** *** **** ******** **** **** **** ********* FEB 28 will be one year since I ordered the parts. ** ***** ** **** ********* ** **** ***** *** ***** ** * **** ***** ** *** * *** *********** ** *** **** **** ***** **** ** ** * ***** **** **** **** ** **** ** ** ***** ** ***** ** ****** **** *** ****** * ** ** *** ***** ***** **** *** ******* ** ***** ******* ***** *** ** ** **** ************** **** **** ** ****** **** ** *** ******** ** **** ** ***** *** I paid in good fath 56000 dollars for a new vehicle thinking I would have many years of driving this truck with out any majour expence. * ** ***** *** ********* **** **** ** * *** *** ** ***** *** * ***** *** *** ** ***** **** ****** *** *** ***** ****** **** ********* *** ******* ** ***** * ***** ***** ** ***** **** ***** ** ******** ******* * ********* ****** ** *** **** ******* **** **** *** ** **** ***** **** *** ***** **** **** ****** ** *** **** ****** **** **** ** *** **** ** *
Sincerely,
****** *****Initial Complaint
Date:04/01/2024
Type:Product IssuesStatus: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 Ford Escape late 2017. We serviced it every time the warning prompt came on. Invoices were made available to the dealer. Ford Canada and dealers are aware of the issue with the engines, there are thousands of complaints. The engine has a known issue where coolant leaks into the cylinders. There is no fix for this. It affects all Escapes 2013-2019. That is precisely what happened to us. We experienced loss of coolant, however there was never a trace of coolant where we parked, it was leaking internally. The engine overheated, causing the engine to seize. We had it towed to our mechanic who confirmed such. When we had it towed to ***** ***** the service rep indicated he was not aware of the engine problem and suggested we reach out to Ford Canada for assistance. Ford Canada referred us back to dealer. We later found out that the dealership rated us as non loyal customers with Ford Canada because we had our maintenance done at an independent repair facility. We also agreed we needed a starter for which they quoted additional labour. The starter is already off for the engine re & re, and needs to be reinstalled; essentially they were dbl dipping for the replacement of starter and turbo they insisted we needed if we were to receive a 3 yr warranty. The extra labour was reversed. Based on independent advice from licensed mechanic, I questioned some of the other parts they said required replacement. They said there would be no warranty if I did not agree to turbo. When asked what mods had been done to prevent recurring, the service rep said Ford does not provide them with that info because they are not engineers. He insisted the engine had failed due to poor maintenance. They suggested we come and look at the damaged oil filter and turbo which they alleged was full of metal deposits. THE OIL FILTER PROVIDED WAS A FORD FILTER. IT WAS NOT OUR FILTER, OUR MECHANIC USES ****. We were not shown the turbo. This confirmed our distrust was well founded.Business Response
Date: 11/01/2024
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 to allow us to proceed.
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 ###-###-####.Customer Answer
Date: 15/01/2024
I was unable to find a way to respond to below via email, therefore I called Ford Canada as per instructions below and spoke to Kesha at the number provided in the response. While she was very polite, she has no idea what to do with the information and said they don’t deal with BBB issues. The VIN is ***************** registered to ****** **********. While ****** is the registered owner, I am the primary driver and the person responsible for repairs and maintenance.Business Response
Date: 24/01/2024
We regret the circumstances that have prompted you to contact us. Thank you for allowing us the opportunity to review this matter on your behalf.
Warranty
coverage is limited to defects occurring under normal use of the vehicle during
the warranty period. The warranty can be
voided if the vehicle is misused or improperly maintained. It has been determined by your dealership that
this failure did not occur due to a factory defect. We support the decision of your dealership
that has inspected your vehicle. You
will be responsible for all costs associated with this issue.Customer Answer
Date: 04/02/2024
Complaint: ********
I am rejecting this response because: The problem we experienced is well documented & challenged in a class action suit ********* ******. The vehicle was promptly maintained by a licensed mechanic with LOF & insp done whenever prompted by the vehicle's service reminder ********* *********. We remind Ford Canada that we were offered by serv rep alleged proof of metal filings in the oil only to be given an oil filter that did not come from our vehicle ******** *****. That alone shows dishonest & Ford Can is enabling its dealerships by accepting such ********** behaviour. We still have the filter which was given to us * *** ***** ** **** ** ** ********. ******** ** *** ********* ****** **** ***** ****. *** **** ** * ******** *** *** * ************** **** **** ******* ** ******* **** ****** ******** ********* *** **** ******* **** ************* **** ******* ** *** ** ******** *******. While our servicing has been done next to where I work, our last 4 vehicles have been Ford. I also request the info on updates to the replacement engine, ***** **** rep said Ford does not provide them with that info because "service reps are not engineers."
Sincerely,
Denise DehlerBusiness Response
Date: 20/02/2024
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 1/24/2024, 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:01/12/2023
Type:Service or Repair IssuesStatus: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 2020 I purchased a truck from ******** Ford Lincoln locally and I've had an issue for over a year with a recall that they are saying isn't a recall it's an extended warranty that they never told me about that expired last year, the recall issue is a safety issue as I have almost been in multiple highway accidents do to it and they refuse to repair the issue and told me it's not there problem I contacted Ford canada and that was there response. I spent 18k and was never told about the extended warranty and they knew about this issue since 2016 and should have never sold it without having it repaired first. I want them to fix my truck as I have spent my money on it and they don't wanna fix it
Vin *****************
Business Response
Date: 20/12/2023
We regret the circumstances that have prompted you to contact us. Thank you for allowing us the opportunity to review this matter on your behalf.
After reviewing your situation, we have determined there are no warranties or other coverages where Ford Motor Company of Canada Limited would provide assistance. Generally, Safety, Compliance
and Emissions Recalls do not expire; an affected vehicle remains eligible until
the repair is completed. However, other types of "Field Service
Actions" typically have expiration dates and may also have mileage limitations.
This type of information is included in a letter sent to the owners of affected
vehicles.
For more information pertaining to "Field Service
Actions", we recommend for you to speak with your local servicing
Ford/Lincoln dealership. You can locate a Ford/Lincoln dealership near you by
visiting www.ford.ca.Business Response
Date: 28/12/2023
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 12/20/2023, 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: 02/01/2024
Complaint: ********
I am rejecting this response because: this is getting utterly ridiculous that the company is still refusing to fix there mistakes this issue has almost caused me to have multiple accidents to to this recall extended warranty issue that they refuse to resolve I want something done now * ** **** *** ***** ** ******* ***** ***** * **** ***** *** ******* **** ******* ***** *** **** ** ** *** ***** ** **** ** *** ********
Sincerely,
****** *******Business Response
Date: 24/01/2024
As
previously communicated to you on 12/28/2023, we feel that every
consideration has been given to this matter and was appropriately addressed in
our prior response. Based on the information you have provided, our decision
remains the same. If any new information regarding this matter should become
available in the future, please let us know. At this time, this will be our
last written communication to you regarding this concern.
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: 26/01/2024
Complaint: ********
I am rejecting this response because: **** ** ******* ********** * **** ** ********** *** ***** ** *** **** ******** ****** **** ***** ** **** ****** *** when I spent 20k at one of your dealership and they don't even tell me about this extended recall ** when I buy it, a** *** **** **** **** ******** ******* ** ********* this is not the foundation that the Ford motor company was built on, *** ****** ** ******* ** *** *** *** **** ******* *** ********** ** **** **** ***** ******** * **** *** ** ********** *** ***** *** * **** ** ********* *** ***** *** ******** ** ***** **** ******* ** *** ** *** ***** *** ****** ***** **** ****** ******** *******
Sincerely,
****** *******Business Response
Date: 05/02/2024
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 12/20/2023, 12/28/2023, and 1/24/2024, 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:08/09/2023
Type:Product IssuesStatus: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.
**** ****** ***** **** ** **** **** ******* *** **********
** **** ** *** ***** approximately two years ago, I experienced an engine replacement for my 2017 Ford Escape, necessitated by a recall that addressed a cracked engine block, which allowed coolant to enter the pistons. While this raised some questions about manufacturing and inspection processes, recent events have elevated those concerns even more.
Yesterday, I heard an unusual noise originating from underneath my vehicle. After a quick inspection revealed a VERY unsettling discovery: the Front Differential of my 2017 Ford Escape wasn't secured to the transmission. Only ONE of the FIVE essential bolts was installed, and it had sheared off, resulting in possible damage to my transmission, front differential, and fluid leakage which poses a substantial safety risk.
Imagine having a loss of power, steering complications, and, even the possibility of a vehicle fire, which is obviously a catastrophic failure.
I engaged with ***** ****, the dealership responsible for the engine replacement two years ago, and ***** ***, ***** ********* *** ******* ** ** ******* ***** * **** ********** **** ******** *** ***** ** *** **** *******. Regrettably, they were unable to provide a satisfactory explanation, leaving me deeply concerned about the assembly process's quality and accountability for addressing this critical safety matter.
***** ***** Towing arrived at my house & had my vehicle transported to ***** **** for a comprehensive inspection.
The timeline of the deer accident that recently occurred and the subsequent vehicle repair raise questions about the possibility that this incident may have contributed to the Front Differential issue. While it is speculative, the timing is noteworthy and warrants an investigation.
The fact that four out of five bolts securing the front differential coming loose is inconceivable and necessitates rigorous examination of the assembly process and quality control procedures.Business Response
Date: 07/09/2023
We are sorry to hear about the difficulties you are experiencing with our product. Ford Motor Company of Canada, Limited and its Ford Dealers across Canada value you as a customer and place your continued patronage as their highest objective. Accordingly, your complete satisfaction with the products and service is our 'top priority'. If for any reason, you are not satisfied with the product or service you have received and the problem has not been resolved to your satisfaction, we would like you to be aware of the steps that can be taken to ensure a fair and equitable solution.
1) Contact your Dealer to discuss the matter with the Dealership Service Manager at the Dealership. Make certain he/she is fully aware of any problems you may have and that he/she has had the opportunity to assist you.
2) Talk to the Dealer Principal (owner) or the General Manager.
3) Talk to the Ford Motor Company of Canada, Limited Regional Office. Contact a local dealership for the number of the regional office closest to you.
4) Vehicle problems and service issues are handled through the Ford Customer Relationship Centre at * *** ******** *****). Their hours of operation are Monday through Friday, 8:30 a.m. to 5 p.m. (local time). Alternatively, you can contact them via e-mail through the Ford Motor Company of Canada, Limited website at www.ford.ca.
5) CAMVAP/Arbitration Program - In those cases where you feel that the efforts by Ford and the Dealer to resolve a service problem are unsatisfactory, please contact CAMVAP at * *** ******** to start the arbitration process. Once the eligibility has been confirmed, an application package is sent to you. For more information on eligibility for CAMVAP contact * *** ******** or www.camvap.ca.Customer Answer
Date: 07/09/2023
Complaint: ********
I am rejecting this response because:1&2) I spoke with the dealer general Manager and he said there was no way they had anything to do with it.
3) I called Ford Canada and they stated that because ***** **** is independently owned, they would be unable to assist.
4) I called the 1800 number and I got the same answer, because it was Ford Canada.
5) CAMVAP/Arbitration Program- I left a message for them to call me back since I was unable to get ahold of anyone.
****** ********Business Response
Date: 22/09/2023
Again we are sorry to hear of your experience however we are the finance company. If you need assistance making your payments we can potentially assist, however as previously explained Ford Motor is the manufacturer and are responsible for the actual vehicle.
We thank you for taking the time to let us know about your
frustration with our inability to assist you in this matter.Ford Motor Company of Canada Limited is concerned with the
satisfaction of Ford owners. Excellent dealer service helps us maintain our
customers' goodwill. When that service affects you, we need to know. Customers
such as you, provide us with valuable dealer information to consistently
achieve high levels of quality customer service. We regret to hear about the
unpleasant events that you described which tainted your service experience. We
believe every customer should be treated courteously, professionally, and with
integrity in all instances. We regret any treatment that fell short of your
expectations.
Please keep in mind, Ford dealerships are independently
owned and operated, therefore we are unable to intervene in workmanship issues.
Therefore, we have provided your feedback to the Management Team at ***** ****,
as we believe they would also appreciate knowing the details of your
dissatisfaction.
We value your business and again regret for any frustration
or inconvenience you may have experienced as a result of this situation.Customer Answer
Date: 22/09/2023
Complaint: ********
I am rejecting this response because:After speaking with the dealership it seems that ALL 5 bolts had sheared off the PTU into the transmission. In this case, it would seem that it is an actual defect instead of an issue with the dealership.
There was no other damage other than the 5 bolts randomly shearing. I have been quoted 3k+ if they can remove the bolts and 13k+ if they’re unable to.
This is a major safety concern that the bolts would randomly shear as I was driving down the road with no other damage to the vehicle other than what this has caused inside the PTU/ transmission.
please advise.
****** ********
Business Response
Date: 28/09/2023
We thank you for taking the time to let us know about your
frustration with our inability to assist you in this matter.
The dealership has made an
assessment based upon Ford Motor Company of Canada Limited warranty and policy.
We have reviewed your situation, and the assistance that you are requesting is
considered a non-warrantable issue. As
such, you are responsible for any incurred expenses.
We regret that our response could
not be more favorable to you. Thank you
for contacting Ford Motor Company of Canada Limited.Customer Answer
Date: 29/09/2023
Complaint: ********
I am rejecting this response because:Just this morning I went to pay for the repairs to my vehicle and I can’t even comprehend the incompetence from the Ford dealership.
When I brought my vehicle in, I told them that it looked like 2 of the 5 bolts were snapped off. They then told me that all 5 bolts had sheared into the transmission and they would all have to be removed.
I accepted it and said I would pay for it to be fixed, which I did. But what I can’t comprehend is how they literally contradicted THEMSELVES on the service order I received when I went to pay for the repairs.
***** **** stated ORIGINALLY “looking at the PTU found all 5 bolts snapped off into the transmission…”
***** **** on the NEW service order stated “…further inspection of the transmission found one of the 5 mount points had broke off, speaking with another tech confirmed the 4 other mount points along with the other mount will hold the PTU in fine, two bolts were broke off in the transmission housing had to drill these out, cleaned up housing face and threads…”
1st: How can someone say that 4 mounting points are good to still use if the 5 that were there had failed…
2nd: they stated IN THEIR DOCUMENTATION that they found all 5 bolts sheared but now they’re saying that only 2 were sheared into the transmission that they had to drill out.
********* *** *** * ******* **** **** **** ****** **** ********** ********** **** **** ************ *** **** ***** **** **** *** * ******** ** ***** ****** **** **** * ******** ****** **** *** *** ** ************ ** *** ****** **** **** ***** ****** *** ** *******
* ****** **** *** **** ** **** * **** *********** ******* ** **** ********* ** * **** ** **** ******** *** ***** *** *** ***** ** ** ****** **** *** ******* ***** ****** **** ****** **** ***** ********* ******* *** **** ** *********** **** ***** ** **** ** ***** ********* ******
** **** *** ***** ** ****** **** **********
****** ********Business Response
Date: 11/10/2023
We thank you for choosing to service your vehicle with our
Ford dealerships. Ford Motor Company of Canada Limited is concerned with the
satisfaction of Ford owners. Excellent dealer service helps us maintain our
customers' goodwill. When that service affects you, we need to know. Customers such as you, provide us
with valuable dealer information to consistently achieve high levels of quality
customer service.We regret
to hear about the unpleasant events that you described which tainted
your service experience. We believe every customer should be treated
courteously, professionally, and with integrity in all instances. We regret any
treatment that fell short of your expectations.
Please keep in mind, Ford dealerships are independently
owned and operated, therefore we are unable to intervene in workmanship issues.
Therefore, we have provided your feedback to the Management Team at ***** ****
Sales, as we believe they would also appreciate knowing the details of your
dissatisfaction. The issues raised in your message will be best addressed by
people in a supervisory role within the dealership.
We value your business and again regret for any frustration
or inconvenience you may have experienced as a result of this situation.Customer Answer
Date: 13/10/2023
Complaint: ********
I am rejecting this response because: * *** **** ** ***** **** ***** ****. They told me ALL 5 bolts had sheared as shown in the service order. Then they said only two sheared, a third had the housing broken off and two were missing.I went and investigated the broken housing and it seem like they tried to drill out the top bolt but instead they broke the housing on my transmission causing approximately $13k damage.
* **** ***** ** ****** *** ****** **** ** ********* ***** *** ***** ******* *** **** ***** ******** **** ****** ** ** ******* *** *** * ******** ******* **** *** ***** **** ** ***** ***** ** ** ****** *** ******* * **** ******** ** *** *** **** **** ****
The General Manager from ***** **** has stated that he doesn't believe that his tech tried to drill the hole out and he already gave me an answer, that they won't help me.
So, ***** **** isn't going to help me as per their General Manager.
Now I am stuck with a vehicle I can't drive because I'm afraid that the transmission / driveshaft could drop out at any moment since they incorrectly secured it.I also found out that they didn't even replace the fluid from the PTU after they charged me over $1.3k to replace the seal.
So much for being part of the Ford family.
Sincerely,
****** ********Business Response
Date: 20/10/2023
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, 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.Customer Answer
Date: 24/10/2023
Complaint: ********
I am rejecting this response because: I have provided you with physical documentation regarding ***** **** ***** ********** and you don’t even have an answer to that so you’re reverting back to something you already typed. * **** ** ******* **** *** **** ****** ***** ** ******** **** **** **** ** ******** **** ****** *********
Sincerely,
****** ********Initial Complaint
Date:01/09/2023
Type:Product IssuesStatus: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.
As a faithful Ford F150 Truck owner I have diligently always taken the vehicle to the Dealer for service - always on time and paying whatever is necessary to keep the vehicle in tip top shape.
Recently though, the Truck simply stopped at a traffic light and would not restart - no electrical power to the starter.. Sitting in the middle of an intersection blocking and disrupting traffic for 45 minutes as drivers drove around the vehicle to get by while I waited for a wrecker to arrive..
The tow company took a very long time to arrive - in the interim I kept turning the key in the ignition to no avail until about 45 minutes elapsed, when suddenly the starter engaged and the engine started..
Elated and worried what might be the problem, I drove the vehicle immediately to the dealer who performed an inspection and then told me that this problem has been identified by The Ford Motor Company and a Technical Service Bulletin was issued to correct the Auto Start Stop system which causes the vehicle to shut down and unable to start for approximately 45 minutes..
So I said well get it done - but why weren’t owners apprised of this problem..
I was then told that the Cost to remedy this Ford Company auto Product defect will be over $5000, close to $6000.
Given that I don’t have that cash I am now having to drive a Ford F150 vehicle which was purchased by me brand new in 2017 and maintained in otherwise excellent condition - having had no accidents or other defects - which is shutting down in traffic everywhere unexpectedly - or to simply retire from service an otherwise perfect $75,000 Ford F150 pickup Truck. All because Ford Motor Company set an arbitrary limit of 100,000km for paying to do the work under warranty - and when I had this event occur to my Truck I was doing 107,000km…
So essentially Ford only warrants manufacturers poor workmanship and technical errors and defects up to 100,000km..
This should be told to customers..
**** *** ******** **** *** **********Business Response
Date: 12/09/2023
We thank you for
taking the time to let us know about your frustration with your 2017 Ford F-150.After reviewing your situation
with ******** **** ******* Department, they were unable to duplicate your Auto
Start Stop concern when the vehicle was inspected on July 18th, 2023. Until a concern is identified our Dealerships cannot attempt a repair.Please continue to work with your Ford/Lincoln Dealership, if
the concern persists for the dealer to attempt to identify this issue. Our
dealerships' staff are highly trained experts with a focus on Ford and Lincoln
products. They will inspect the vehicle and determine a diagnosis. Any repair
or services not completed at a Ford dealership would be your responsibility.
We urge
you to make an appointment with your servicing dealership to have the vehicle
diagnosed at your earliest convenience.
Thank
you for contacting Ford Motor Company of Canada, Ltd.Customer Answer
Date: 12/09/2023
Complaint: ********
I am rejecting this response because: This response from the Ford Motor Company is extremely infuriating and exasperating given that I have been living daily in fear and frustration as the Truck will stop and not restart for quite some time unexpectedly so and in the most inconvenient of places - including in the last two instances, it did not restart for over 6 Six hours. Last night I went to the ****** ****** **** in ******* to pick up an item at **** ***** and on returning to the Truck it wont start for over 12 hours, (i.e no electrical power to the starter) I had to sleep in the Truck in the Parking lot.On the 02nd September 2023 I came back to the Truck which I parked on the ***** **** ** **** **** in Toronto and it did not start for over 6 hours. I have had numerous more incidences of going to places in the normal course of my life's activities and the Truck will not start after parking.
******** Ford is quite aware that it is difficult to duplicate this problem during one visit to their Service department because of the random nature in which this problem seems to occur and that the truck may drive with no incidences for days - starting and stopping without issue. They in fact said this to me and directed my attention to a Ford Service Bulletin - TSB 23-2143 in which the Ford Motor Company acknowledges the Problem and recommends that the corrective repairs be completed to fix the Problem.Further, the only reason I have been able to drive the Truck without the Start stop system shutting of the Truck and preventing it form restarting during normal driving is because ******** Ford themselves advised me to manually turn off / deactivate the Start / Stop system whenever I start the Truck before moving off. This however does not prevent it from randomly being unable to restart after stopping for a legitimate purpose. Consequently I must plan all my trips in such a way that I can park safely before stopping per chance the Truck does not restart - then I wont be obstructing Traffic for hours.
I visit Gas Stations with my fingers crossed and prayerfully.
In fact, ******** Ford strongly recommended that I pay out of pocket to have the TSB 23-2143 accomplished and that it will cost closer to $6,000 as the Ford Motor Company will not accept liability for the Technical problem which they acknowledge in the Service Bulletin is a consequence of a Technical fault in the design of their Product.
Given my Financial situation as a ******* **** ******* ****** I advised ******** Ford that I am financially unable to pay such an amount to have this Technical Fault in Fords Product rectified.
his situation is patently unfair and dangerous as The Ford Motor Company is well aware of the problem - and ******** Ford have provided written confirmation that everything I am reporting matches the issues and Technical problem described by Ford in their TSB 23 - 2143. notwithstanding their inability to duplicate this in a simple service visit.
This is an extremely serious problem for me as this truck is a critical means of Transport in my life - hence the reason I maintained the Truck in excellent condition before this Ford design Technical Problem arose. The question is if this is not the specific issue as reported and confirmed in TSB 23 - 2143, then why does ******** Ford advise that I pay $6,000 to have the TSB technical rectification effected - and how do I as a common Truck owner be able to detail the problem with such specifics as apparently acknowledged in their TSB 23-2143.?.
Both Ford and ******** are aware that I am being truthful as they have many other numerous reports of this problem - except that I am one of the few that has balked at paying to have it rectified - for very legitimate reasons.
If Ford does not do the right thing and rectify this problem by having the Dealer effect the rectification advised by TSB 23 - 2143 I do not know what else to do except possibly to borrow money to do this or take my very expensive and otherwise perfectly fine vehicle out of service - thus incurring a major loss of a $70,000 investment and critical form of Transport.
I am unable to take the vehicle in to ******** Ford for further assessment ** * ** ********* ***** ** ******* ** *** ******, However I am prepared to leave the Truck at the nearest Ford Approved dealer in Toronto, as recommended by the Ford Motor Company for any length of time necessary for them to duplicate the problem,.The problem cannot be duplicated by leaving the Truck to rest overnight and then starting it the next morning as ******** Ford did - the problem has never occurred under such conditions,.. The Truck has to be driven for reasonably long periods reflective of normal use and stopped, parked and attempts made to restart it after a few minutes.. Additionally they can and should drive it without manually turning off the Start / Stop System and have the Glorious experience of it shutting off in Traffic and not restarting for Hours.
Both ******** Ford and the Ford Motor Company are quite aware of these conditionalities and criteria that precipitate this problem. I hope they will both be Honest and do the RIght thing.
Sincerely,
***** *****Business Response
Date: 01/11/2023
We thank you for taking the time to let us know about your frustration with our inability to assist you in this matter.
We feel that every consideration has been given to this matter and was appropriately addressed in our prior response. Based on the information you have provided and the data that we have reviewed, our decision remains the same.
Your next step is to make an appointment with the Ford dealership of your choice to have your vehicle diagnosed. This concern has been documented for future reference.Thank you for contacting Ford Motor Company of Canada Limited
Initial Complaint
Date:09/08/2023
Type:Sales and Advertising IssuesStatus: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 May 16, 2022, I ordered a Mustang Mach E electric vehicle from Ford *********** Dealership in Brossard Quebec. When I was signing the documents and making a $500 payment, I was told that with this signature they are ordering the car meaning that my price and interest rate will be locked until I receive the car in about 8 months. After 8 months, I was told that making the car is delayed and I should wait. Therefore, I called once a month to check up and was told the same thing again and again. In mid-June 2023, I asked the sales person to meet with him in person. I saw him in person and he checked my files again and told me they have not started making the car yet. But this time, he told me that there is board meeting and they will be talking about this issue, so I can call him back the week after for an update. I called them the week after asking for my salesperson. To my surprise, they told me that the person does not work there anymore and connected me with a new salesperson. I went and met the new salesperson at the dealership and he told me that the previous agent had made a mistake. He said that when Ford stopped making 2022 models, they had to call me back so I can make a new signature for a Ford 2023 model and the 2022 model is not valid anymore. This information was never communicated to me from the beginning and the original salesperson always told me that Ford will update your order to a 2023 model with same features. However, now with the new agent I was asked to sign a new contract and they told me I can have the car delivered in a month but it would be $200 more per month. They never offered anything to mitigate the situation and even the manager never came to talk to me for their mistake. However, I waited for this car for over a year and by that time, car prices and rates have increased substantially, therefore, putting me in a loss for which I am filing this complaint.Business Response
Date: 16/08/2023
We are concerned about the unpleasant events that you
described which tainted your sales experience. We believe every customer should
be treated courteously and professionally in all instances.After reviewing your situation with the Sales Manager of ***********
Ford, he communicated that a 2023 Ford Mustang Mach E has been provided in lieu
of the 2022 Mach E as the order bank has been closed.
Please keep in mind, Ford and Lincoln dealerships are independently owned and
operated; and therefore, may set their own sales and business practices. We
regret to inform you that Ford of Canada is unable to intervene in sales issues.
We have documented your concern in our system for future reference.We encourage you to continue working with the Sales Manager at your selling dealership as
they would be in the best position to facilitate your vehicle purchase.
We thank you for your recent inquiry and for your interest
in purchasing a Ford vehicle.Initial Complaint
Date:07/07/2023
Type:Product IssuesStatus: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.
Broken vehicle window switches. ****** *** ******** **************Business Response
Date: 21/07/2023
We regret the
circumstances that have prompted you to contact us. Thank you for allowing us
the opportunity to review this matter on your behalf.Our records
indicate that you contacted the Executive Office of Ford of Canada on
07/07/2023 concerning window switches. Please be advised that your concern is
under review, you will be contacted via phone to further discuss the outcome once
the case review is completed.We appreciate your
patience while we research your recent inquiry.Customer Answer
Date: 24/07/2023
Complaint: ********
I am rejecting this response because:This issue has been ongoing since summer of last year. Marisa from the executive office contacted me July 7, 2023 and told me she would have a response by no later than the end of the following week. Its now been two weeks.
I have spoken to two service managers, ****** *. from ****** **** and **** ********* from ***** ******* **** and both acknowledge this shouldn't happen. **** also told me there is a recall on these switches for the Explorers or Edges due to the same issue, and confirmed the same switches are used in those vehicles and my F150. I have personally witnessed over half a dozen Explorers with the same issue and an F150.
I have wasted many hours of my time trying to resolve this issue along with many other issues I've had with this truck. People pay good money for these vehicles and should be getting a quality product. Ford should be standing behind their vehicles and living up to their slogan "Built Ford Tough".
Sincerely,
***** *******Business Response
Date: 08/08/2023
We thank you for taking the time
to let us know about your frustration with our inability to assist you in this
matter.After assessing the window
switches concern, Ford of Canada agreed to absorb 55% of the window switch
replacement cost. As such, you will be responsible for the remaining 45%
balance. We recommend that you continue to work with the Executive Office of
Ford of Canada and ************* **** to facilitate the repair in question.
Thank you for contacting Ford Motor Company of
Canada Limited.
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