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:29/06/2023

  Type:Product 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.

  Purchased a 2016 Ford Edge 2.0L turbo about 1 year ago. We discovered a few days ago that engine coolant was leaking into the number 2 engine cylinder with white smoke exhaust causing the engine block to crack. The antifreeze was level was going lower as it was driven. Ford mechanic took a look at the vehicle and explained that this is a known issue by Ford and is a design defect. Ford corrected the issue in 2019 and brought out a new engine design. There has been a number of Service Bulletins issued by Ford to deal with replacing the engine at the owners expense, latest ******* Dec 2019. Currently there is a class action suit in the USA for this issue. This issue has been on multiple Ford engines, 1.5, 1.6 and 2.0 litre. I explained to customer service that I understand its a design issue that fails on multiple vehicles and multiple turbo engines.
  I have contacted customer service about the issue but they could not do anything or provide me a contact to further discuss. The vehicle has been well maintained. I explained to the customer service agent that since this is a design issue that caused the engine block to crack that Ford should offer to assist in some cost to install a new engine block or correct the issue.
  They explained that there is no other person I could discuss this option. They basically closed the issue without resolution. All I'm asking is for a resolution process by Ford so that we can come to agreement.
  Faulty design which there is many references on internet regarding should be dealt with. I hope you can assist in at least having Ford discuss this issue with me and come up with a solution. Ford case number ******************.
  
  Thank you
  
  **** *********

  Business Response

  Date: 13/07/2023

  We thank you for taking the time to let us know about your Ford
  Edge coolant intrusion concern. We pride ourselves on becoming the world's
  leading consumer company for automotive solutions and the satisfaction of our
  customers is one of our highest priorities. 

  After reviewing information with
  ********** Ford service department, they have agreed to consider Warranty Rates
  discount towards the potential repair once diagnoses are confirmed. Upon
  verification of our systems and your records, we have determined that there are
  no factory warranties or programs in effect on your vehicle that would provide
  assistance for your current concern. 

  We suggest that you keep your
  repair receipts in case a recall or Customer Satisfaction Program is initiated
  by Ford of Canada Limited in the future. Please continue to work with the
  service manager of ********** Ford as he would be in the best position to
  facilitate the warranty rate discount.

  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: 13/07/2023

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

  The dealership has offered a rate of $139.08 instead of $$169.00/hr. The technical bulletin shows 18hrs of labour. Which I appreciate. Ford customer service has not offered any assistance. 

  I have asked Ford that we split the cost of parts and labour 50 percent each since the cracked block is a manufactured defect. I have had discussions with service managers and mechanics which pointed out as per my research that there is a defect between cylinder 2&3 where the fluid passes. The wall thickness is too thin and can crack. This issue was corrected in 2019 with new type of engine block.

  i was really hoping that we can agree to sharing the cost equally. 

  I appreciate your support in resolving this matter.

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

  Business Response

  Date: 20/07/2023

  After reassessing the Coolant intrusion concern, Ford of
  Canada agreed to absorb 60% of the engine replacement cost. As such, you will
  be responsible for the remaining 40% balance. We recommend that you continue to
  work with ********** Ford to facilitate the repair in question.
  
  Thank you for contacting Ford Motor Company of Canada Limited.

  Customer Answer

  Date: 01/08/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Engine installation will start on August 8, 2023
  
  Sincerely,
  
  
  
  **** *********

• Initial Complaint

  Date:02/06/2023

  Type:Product 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 just purchased a 2023 F150 Lightning yesterday. I have been waiting for the vehicle for over 2 months and prior to picking it up confirmed that it came with a mobile power cord to get me by until the Pro charger is received as it takes a few weeks. It said online it was included will all EV's https://**************************************************************************** and the sales person agreed I would receive one. When I picked the truck up they told me it is not included and I could purchase for 650$. I argued that it stated online it was included but they said that was for 2022 vehicles. I called Ford customer service that gave me a line that "due to materials shortages things may not be included" I asked her what Fords policy is on including chargers and she told me to speak with the salespeople at the dealership?!

  VIN is *****************
  
  Dealership is ****** **** 
  
  **** ******** *** ******* ** *** ***

  Business Response

  Date: 15/06/2023

  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.

  In an
  effort to assist you, we have researched available feature and option package
  information for your vehicle.  Our
  resources indicate that the mobile power cord was removed as a standard option
  for the 2023 Ford F-150 Lightning models.

  After reviewing your situation with ****** Ford, they have agreed
  to supply the Mobile Power Cord free of charge in the interest of customer satisfaction. We recommend that you continue working with Sales
  Manager **** ****** at ****** Ford as he would be in the best position to continue
  to assist you with this matter.  

  We value your business and therefore apologize for any
  frustration or inconvenience you may have experienced as a result of this
  situation.

  Customer Answer

  Date: 15/06/2023

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

• Initial Complaint

  Date:10/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi BBB,
  This is an email I sent to ford customer support on July 7th, * **** ******** ***** ***** ** ** *****.
  Good day,
  I sent you the below comment on July 07, 2022, the day that my car was towed to the ****** Auto Body in ****** because of a faulty transmission cable. I was charged $254.25 (****** ***** Towing), and $221.25 before taxes for change of cable (****** Auto Body). Later in July, after I fixed my car, I received a letter from Ford Canada dated 15 JUL 2022, with title: 22S43, ********** ** ********* # 2022-311 (Important safety call) that my car has a faulty shifter cable. After I received the letter I went to Ford ******** ***** ******* **** in ****** regarding the letter, I advised the that my car broke down earlier in July and I had to pay for it's repair and I explained my frightening experience when my car broke down and I had to take two days off from my work for towing my car and its repair. They advised they still have to check the car again when the parts are available and they will send an email to Ford, explaining what happened so that I get reimbursed. On Aug 31, I took my car to Ford ******** for the cable recall appointment, the broken cable was also in my car, so they can see the broken cable and that the new one was installed, as per what the mechanic told me he ordered the transmission cable from Ford. **** in Ford ******** sent an email to Ford Canada, later on he called me because the VIN number is not on the receipt I can't get reimbursed!!!!! REALLY!! they could see the part was replaced, the old transmission cable is in my car, how many ford fusion I have, using the missing VIN number as an excuse for not paying me back is embarrassing. * ** ********* *** ******** **** *** *** ******* *** *** **** ****, I would like to get reimbursed by Ford Canada asap. I cannot explain my absolute frustration with this whole situation, the way the car broke down inside the indoor garage, and how difficult was to find a tow company to remove the car from an indoor garage surrounded by multiple other cars, how I had to find neighbors through my building office that they come and remove their cars, in order for the car to be removed from the indoor garage, also not being able to work for two days. Ford giving me my money back for the faulty cable is the least they should do.

  Business Response

  Date: 11/05/2023

  We value your business and again regret for any frustration
  or inconvenience you may have experienced because of this situation.

  After reviewing your situation, the Service Manager at ******** Ford was unable to verify if claim for reimbursement review was submitted.

  Please submit your original receipts to the Service Manager
  of your servicing dealership for reimbursement review.  Your dealer can determine if you are eligible
  for a refund.

  Thank you for contacting Ford Motor Company of Canada
  Limited

• Initial Complaint

  Date:27/04/2023

  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.

  Email that was sent to Ford Canada…
  I am writing to you today to express my disappointment with my Ford F150 and the numerous issues and safety concerns I have had relating to the 10 speed transmission. Since I have owned the truck (new from the dealer) I have experienced ongoing gear slipping, rough, jerky shifting, complete loss of power resulting in having to pull the disabled vehicle over and shut it off and restart it, loss of acceleration and harsh acceleration. During every regular maintenance and during some of the more serious incidents I brought the truck to the dealership and was met with dismissive staff that stated nothing was wrong and the truck wasn’t showing any signs of the problems I was describing and showing no problem codes. This ongoing issue has eventually resulted in a complete loss of the transmission on a 4 year old truck. I have since had the transmission completely rebuilt (new valve body & drum, new torque converter) at a cost of $5042.87 at a garage other than Ford as Ford’s quote was even higher and was not able to schedule the truck in for several weeks leaving us with a disabled truck. I have since become aware of the numerous issues surrounding Ford’s F150 transmission, specifically the 10 speed and the numerous class action lawsuits before the courts. I have been a loyal Ford customer for a number of years, having previously owned a 2016 F150 and as a result I am optimistic Ford Canada will do the right thing and compensate me for the significant financial loss I have suffered. I am disappointed this issue was never disclosed to me at the dealership level the numerous times I identified an issue. It seems dishonest and reckless this issue was brushed under the rug and not fixed or warranties extended to loyal customers. I no longer trust the truck and am disappointed I have had to sink over $5,000 for a fix that has no assurance of lasting, therefore; I have made the decision to pay out the loan and purchase another vehicle.

  Business Response

  Date: 03/05/2023

  We
  regret the issue that prompted you to contact us. Thank you for allowing us the
  opportunity to review this matter on your behalf.
  
  Please be advised that warranty coverage is limited to manufacture defects that
  are detected under the warranty period.
  
  Please note that your Ford/Lincoln dealer has factory trained technicians who
  can perform the required repairs using genuine Ford parts. They are committed
  to meeting your service needs and to assuring your continuing satisfaction.
  After reviewing your situation, we have determined there are no warranties or
  other coverages where Ford Motor Company of Canada Limited would provide a
  refund towards your transmission repair that was completed at a third-party
  facility.

  We
  value your business and again regret for any frustration or inconvenience you
  may have experienced because of this situation.
  

  Thank you for contacting Ford Motor
  Company Limited.

  Customer Answer

  Date: 09/05/2023

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

  Ford’s claim that warranty coverage is limited  to defects detected under the warranty period is misleading and dishonest. Ford Canada is very much aware of the numerous class action lawsuits here in Canada and abroad that allege Ford is aware that the F150 transmission is due to “a common and/or manufacturing defect in Ford’s transmissions and that it is a potentially life threatening safety issue” we brought our numerous concerns with the transmission to the attention of our dealership and were dismissed and told flat out that nothing was wrong with the transmission when their technicians checked it out. **** *** ********* *** ******** *** *********** ******** ** ********* *** ****** ** ******. In their response Ford is stating that this repair fell outside the window of the warranty and was not completed by Ford technicians. Our response to that would be Ford was aware the transmission was faulty (**** ** *** ********** ****** ** ***** ** **** ********** ********** **** **** *********** **** **** ********* **** ********** ***** **** *****) As a result of becoming aware of the numerous class actions against Ford and our own lack of confidence that the technicians conveniently didn’t find anything wrong when our vehicle was still covered under its warranty; why would we choose to take it to a dealership and company that we know has put our safety and the safety of millions of other consumers at risk? This is not an issue about warranty, this is a dishonest attempt by Ford in refusing to refund us for this repair when they know their transmission is faulty and the courts have ruled the same; that they are liable for that defect. **** ****** ** ********* ****** *** ****** ***** * ******* ***** ** ******* ********* ******* **** ********* ***** *** **** **** ******** ***** ******** *******. If Ford does not want to resolve this issue with us through the BBB we will pursue action against them through the courts along with thousands of other disappointed customers. I cannot state how disappointed we are with Ford’s response to this matter after being loyal and repeat customers. If Ford values their customers and wants to retain any future customers they will do the right thing and resolve this at this level. 

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

  Business Response

  Date: 10/05/2023

  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 05/03/023, 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.
  
  We regret that we have not been able to satisfy you on this occasion, but your concerns have been documented for future reference.

  Thank you for contacting Ford Motor Company of Canada Limited.

  Customer Answer

  Date: 11/05/2023

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

  We are again disappointed that Ford Canada is not doing the right thing and unless they are willing to compromise through this process we will have no other option than to seek a remedy through the courts like tens of thousands of other disappointed Ford customers. 

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

  Business Response

  Date: 30/05/2023

  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 05/10/023, 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. 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.

  Thank you for contacting Ford Motor Company of Canada Limited.

   

• Initial Complaint

  Date:11/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a small accident with my Mustang Mach E GT 2022. Driver right side front damage. It needs a few parts including a bumper to do the repair which has been approved. However Ford not only don't have the parts but can't even give a time frame for them to be available. Its been weeks and weeks and still nothing. This is unacceptable to not even provide a date. If I had known I wouldn't have bothered buying the car.
  
  I need the parts delivered please so that the car can be repaired. ***** ***** ***** ******* * ******* ***** *** *** **** **** **** *** ******* ** **** ***** **

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

  Business Response

  Date: 12/04/2023

  We regret the
  circumstances which have prompted you to contact us. Thank you for allowing us
  the opportunity to review this matter on your behalf.
  
  Please be advised that we require further information in order to investigate
  your part availability concern. This will give us the opportunity to fully
  review the situation on your behalf.

  In order to
  properly document and investigate the matter, we require the following
  information:

                  Body shop information
                  Name of the Ford Dealership that ordered the bumper.

  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: 12/04/2023

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

  The approved repairer is **** ****** 
  *** **** **********
  **** ********* ***
  *********** ******** ****** ******
  * ************

  
  I don't know where they ordered the parts. Please reach out to them

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

  Business Response

  Date: 24/04/2023

  We sincerely thank
  you for providing the requested information.

  After
  reviewing the ordered Ford parts with *** **** **********, it has been determined
  that the body shop awaits the delivery of a reinforcement and a modeling bumper.
  Please be advised that the reinforcement delivery is expected within 10 business
  days. In addition, the body shop is actively working with Ford dealership to find
  an alternative solution for the modeling bumper since the part is obsolete.  

  We recommend that you continue to work with *** **** ********** as they are in the best position to continue to provide part delivery updates.

  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: 25/04/2023

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

  The car is a 2022 model, how can a part be obsolete already ?!!??

  Its shocking and people should know before they make a C$100,000 purchase

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

  Business Response

  Date: 03/05/2023

  We value your business and therefore apologize for any
  frustration or inconvenience you may have experienced as a result of this
  situation.

  After reassessing your reinforcement part order with *** **** **********, they have confirmed that the part has been delivered. With
  respect to the modeling bumper, it appears that the part is currently unavailable
  not obsolete. Please be advised, that everything possible is being done to
  expedite the part as quickly as possible.  We recommend that you remain in communication with
  *** **** ********** as they would be in the best position to continue to
  provide part delivery updates.

  We
  apologize for any inconvenience this may cause you and hope the abovementioned
  information clarifies the modeling bumper accessibility. 

• Initial Complaint

  Date:02/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  my truck sat at ****** Ford in **** ***** Canada for 6 months as an extended warranty for a part ford knew qA DEFECTIVE was not available.
  the truck was not drivable as indicated by the dealership. Upon receiving the truck, the ford technician told me to expect more issues as the Truck was parked.
  2 weeks later..the starter went, AC seized, and the water pump went.
  the dealer indicated that it was directly as a result from the truck sitting.
  I tried called Ford without any success.....
  i had t starter fixed as i need to drive..upon picking up the truck my tunnel cover was damaged..
  
  Ford Canada is saying it was not their fault the their supplier could not replace the defective part in a timely manner.
  this is insane as the dealership clearly states this vehicle now have issues because it was parked for 6 months.
  Please help
  contact at ****** Ford: ******: ***-***-****
  Ford Customer service will not have a member of their management team call me.
  no one from the dealer ship or Ford Canada is responding to my emails/call.

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

  Business Response

  Date: 10/04/2023

  We thank
  you for taking the time to let us know about your frustration with our
  inability to assist you in this matter.

  We regret
  the circumstances you described regarding your vehicle. Customer satisfaction
  is Ford of Canada's primary goal and time and time again we strive to satisfy
  owners. We are aware of the importance of maintaining the customer's trust in
  us after purchase.

  Warranty
  coverage is limited to defects that occur during normal use of the vehicle
  during the warranty period. We have reviewed your situation and there is no
  warranty, recall or customer satisfaction program for your vehicle that would
  provide financial assistance for the starter, the AC and the water pump repairs.
  Regarding the tunnel cover that was damaged during the vehicle’s starter repair,
  your servicing dealership would be in the best position to help with this
  matter.

  We regret
  that we cannot give you a more favorable response. Thank you for contacting
  Ford of Canada.

• Initial Complaint

  Date:26/02/2023

  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.

  Hi. I am not sure if you can help me I live in newfoundland canada. I bought a 2018 ford ecosport at 109000 km we were driving on the highway the power dropped from 100 km to 60. Oil light came on. We pulled over called roadside. She was towed to a ford dealership was told the engine is gone. They replaced the long block and turbo driving home same thing happened. We have taken hr back pretty much every week since. This happened in October 2022. They keep saying nothing wrong. I have head office. Involved but getting a run around. No idea what's wrong They say engineers are involved but still no resolution. Annette ford customer representative says they are at the mercy of ford engineers so we don't know when they will have our car done

  MAJ3P1TE2JC177080 

  Business Response

  Date: 06/03/2023

  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.

  We understand the importance of your vehicle in your life
  and the subsequent challenges this issue is causing you. After reviewing your
  situation with the Assistance Service Manager at ***** **** ******* it has been determined that a
  recent battery replacement and a ground wire coil adjustment rectified the
  mentioned concern.  

  Please be advised that we have documented your concern in
  our system for future reference. We recommend that you continue to work with
  your servicing dealership, should you require additional technical assistance.
  Since our factory trained technicians would be in the best position to continue
  to assist you with your vehicle concern.

  We regret any frustration and thank you for contacting Ford
  Motor Company Limited.

  
  

  Customer Answer

  Date: 06/03/2023

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

• Initial Complaint

  Date:24/02/2023

  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.

  We own a 2016 Ford Explorer and live in Saskatchewan.
  
  In Feb, 2021, our vehicles electronic steering assist malfunctioned while driving on the highway, almost causing a highway crash.
  
  We had the vehicle towed to ****** ****** Ford dealership in Melfort, Saskatchewan.
  
  They replaced the power steering assembly at a cost of $3500.
  
  We took the vehicle home and 1 day later the power steering failed against and became stuck and inoperable again while driving. We had the vehicle towed again to the dealership in Melfort and they had to replaced the entire power steering assembly a 2nd time in 2 days.
  
  We spoke with Ford Canada and in Feb 2021 they provided us with a 6 year warranty and it was supposed to be from the time of the repair and I had agreed to that. I talked on the phone with a representative on Feb 2021 and ensured they confirmed we had 6 years or 120k km from date of the repair given my concerns that the power steering assist had to be replaced 2 times within 2 days in Feb 2021 and concerned over safety issues and it would continue
  
  Now in Feb 2023, the power steering assist failed again and now we are looking to have to pay again for a 3rd power steering assembly in 2 years.
  
  I called Ford Canada this week and was told the 2 year warranty on the power steering assembly is expired by 1 week.
  
  This is absurd. We should never have to experience such significant safety issues and have to replace a power steering assembly 3 times in 2 years and we are now looking at an additional 3500-4000 making it 7000 in 2 years for the power steering, let alone the dangerous situations we were placed in as it failed without warning while driving.
  
  We would like this repair covered. 1st in 2021 I agreed to a 6 year warranty extension from the date of the repair and not withstanding that the 2 year warranty expired 1 week ago and we should not have to pay for this once again!
  
  My wife ****** ******** is the registered owner with you.
  
  Please reply.
  
  ***** ******** **********

  Business Response

  Date: 08/03/2023

  We regret the
  circumstances which have prompted you to contact us. Thank you for allowing us
  the opportunity to review this matter on your behalf.
  
  After reviewing your situation, our records
  indicate that our Customer Relationship Centre (CRC) provided assistance
  towards a rental vehicle and the repair in question. We have also noticed that you
  have accepted the offer; therefore, we encourage you to continue working with
  your agent towards finalizing your repairs.
  
  It is always a pleasure to assist our customers.  We thank you for your recent inquiry. If you
  have any questions, please do not hesitate to contact our Customer Relationship
  Centre (CRC) at ###-###-####. 

  Customer Answer

  Date: 08/03/2023

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

• Initial Complaint

  Date:13/02/2023

  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.

  Without Vehicle for 6 Months Waiting for Warranty Repair; Vehicle Undriveable (TCM)
  This complaint also shared with Ford Canada
  
  • In late August 2022 the above-mentioned vehicle would no longer start.
  • We have been waiting SIX MONTHS for repairs and there is no eta for repairs on the horizon.
  • Not surprisingly, the owner of this vehicle depends on it to get to work.
  • A discounted-cost loaner was offered from the dealership, but the cost would be $2100 per month.
  • The vehicle cannot be driven.
  • The vehicle cannot be sold in this condition.
  • The vehicle cannot be traded in, in this condition.
  Request:
  1. In recognition of the tremendous imposition, inconvenience, and torment created by Ford’s inability to complete a known problem, under warranty, waive the $858.56 already incurred for repairs to the ignition system.
  2. Recognizing that potentially Ford is experiencing supply chain issues in obtaining the necessary part to make the vehicle run,
  a. Provide a loaner / rental until the vehicle is repaired.
  b. Provide the loaner at absolutely no cost to us other than fuel.
  Background
  September 2, 2022:
  • After a tow to ******** **** Ford, and vehicle diagnosis, the ignition switch and ignition lock cylinders were replaced.
  • Work was approved to proceed; cost $858.56
  • A loaner vehicle was provided by the dealer.
  September 6, 2022:
  • On testing at the dealership, a code for TCM fault was thrown.
  • The dealer advised that the TCM needs replacement.
  • The parts were ordered although we were advised they are on back order.
  • We were also advised that TCM repairs specific to this code would be covered under a warranty extension by Ford Canada.
  • We were told to continue to use the loaner vehicle until repairs were complete.
  November 16, 2022:
  • The dealer advised that the loaner must be returned.
  • Rental offered at $70/day, or $2100/month.
  November 17, 2022:
  • Loaner vehicle was returned to ******** **** Ford
  November 18, 2022, to today:
  • No vehicle

  VIN number for the vehicle is as follows: *****************

  Business Response

  Date: 01/03/2023

  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.

  We understand the importance of your vehicle in your life
  and the subsequent challenges this issue is causing you. Please note that Ford
  Motor Company of Canada strives to provide replacement parts as quickly as
  possible for all its vehicles. Unfortunately, on rare occasions, some
  replacement parts take longer to acquire. I acknowledge that the time taken to
  obtain the parts required to process your claim may have been longer than you
  had anticipated.

  After reviewing your situation with the Service Advisor at ******** Ford Lincoln regarding rental
  vehicles there are no warranties or other coverages where Ford Motor
  Company of Canada Limited would increase the assistance previously provided to cover
  the total cost of rental.

  We recommend that you continue to work with ******** Ford
  Lincoln as they are in the best position to continue to assist you with the
  concern in question, and to provide you with updates on part’s arrival.

  We regret that our response could not be more favorable to
  you. Thank you for contacting Ford.

  Customer Answer

  Date: 03/03/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and see that I have no other choice.  Ford Canada is absolving themselves of the problem and saying "talk to the dealership" who is in the middle.  Nice job Ford.   
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:08/02/2023

  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.

  First issue:

  Dec 27 2022, aprox 730pm, I turned off the highway onto a exit ramp. Some cargo shifted on to the animals (a reptile and dog) I had in the back seat of my 2020 F150. I immediately pulled over to check. I didnt turn the truck off so the doors did not unlock. My drivers door closed and left me locked out, without a phone to use, a jacket to wear, and my animals inside with a box that fell on my reptile. No one was stopping to assist until I stood in the middle of the road to force someone to stop and use their phone to call roadside assist. by this time, 45 min had elapsed of being out in the cold unable to tend to my animals. It took another 15 min to get through to Fords Road assistance which said "if this is an emergency, press this number". I followed the instructions. My wait time to talk to someone was 43min. the persons who stopped would not stay any longer and I could not wait that long as my also noted my truck read 5km to empty on the gas gage. it would not idle for hours longer waiting for assistance and risking the life of my reptile on board with cold temperature. I was forced to break a window to gain entry to my vehicle (causeing glass to shatter everywhere and my dog a panic attack) . I now have to replace a window out of pocket being told that because I broke my window, theres nothing that can be done. I feel Ford should bare this responsibility because Fords emergency road side assistance doesnt actually have someone to triage emergencies and its a product thats sold to consumers with the benefit of have aid when you need it. With rising cost of parts I can only image what this will cost me to repair. I have been a loyal ford consumer for 16 years since I got my first car. This is not the company I believed in.

  Second issue:

  In Mid November 2022, We had our first frost. The doors around my 2020 F150 where frozen. I attempted to open any door and none where opening. My driver side door latch would unlock and pull out but my door would not open. I attempting to open the door, the door latch handle broke off. My truck had not lapsed on warranty coverage, or my extended warranty coverage. But that handle was deemed "not a manufacture defect" and I had to pay out of pocket $423.76 for the replacement and labor. This is my 5th truck. 2 rangers and 3 F150s. This is the first time anything like this has happened. To grind me gear even more, when I brought my 2015 back to the dealership I bought it from FOR MANUFACTUING DEFECTS, the GM told me "sorry, you should have gotten an extended warranty." This is second complaint I am filing where it has elements of instilling false confidence in the company and false advertising as I now have the extended warranty and still being told its not covered.

   

   

  Business Response

  Date: 21/02/2023

  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 with the Service Manager at ****** Ford Lincoln, it has been determined
  that only the door lock actuator was a warrantable concern. There are no
  warranties or other coverages where Ford Motor Company of Canada Limited would
  provide assistance for the front driver door handle and the rear driver window
  damage. We suggest that you review the non-covered items with your car insurance
  company.

  As a onetime exception
  Ford of Canada is prepared to consider a $500 Owner Loyalty Certificate towards
  future parts or service purchases in the interest of Customer Satisfaction. We recommend
  that you contact the Customer Relations Center (CRC) at ###-###-#### to
  inform us of your decision. Please provide them with the following case number CAS-***************
  at the time of your call.  

  We value your
  business and therefore apologize for any frustration or inconvenience you may
  have experienced as a result of this situation.

  Customer Answer

  Date: 04/03/2023

  I attempted to send clarification on initial rejection, was not able to. I contacted ford customer care per the last response to send that clarification directly. * *** ****** ********** ********* ** ** ******* ********* ** *** **** * ***** **** *** **** **********. My reaching out to the customer care line was to support that document. In short, I replied with a settlement of 750.00 would a reasonable and acceptable offer for me. It covers 85% of the repair cost. 

  Business Response

  Date: 07/03/2023

  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.

  As previously communicated, Ford of Canada is willing to consider
  a $500 Owner Loyalty as a one-time exception in the interest of Customer
  Satisfaction. We recommend that you contact the Customer Relations Center (CRC)
  at ###-###-#### should you choose to accept this offer. Please provide them
  with the following case number CAS-*************** at the time of your call.

  We regret that our response could
  not be more favorable to you.  Thank you
  for contacting Ford of Canada Limited. 

  Customer Answer

  Date: 18/03/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is sub par for the events. Never the less, I acknowledge the company could have done nothing. I also want it known that the company could and should have done more on the fact I am paying for the false sense of security made by company employees. I am more then willing to accept a call from someone in authority to explain this point. 
  
  
  
  Sincerely,
  
  
  
  ***** *********