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:08/02/2023

  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 purchased a new 2022 Ford F-150 from ******* **** in ******* on January 31st, 2023 for a total vehicle price of $60,413.00.
  
  This truck has an unsafe amount of rust on the frame, suspension components, differential, axles, exhaust, and body mounts. It is clear that it is defective. The paint on the welds is flaking and rusting. There is rust around the holes on the frame, rusting from the inside out. This is not OK, frame rust can cause serious injury or death to the driver and civilians in proximity. Although it can be deemed as "safe" for now, I plan to keep the truck way passed the warranty.
  
  February 1st 2023 I contact Ford customer care and the agent recommended me to speak with a specific service manager at ******* ****. After calling this specific service manager, she told me that she doesn't know why they would ask me to contact her specifically. She recommended that I bring my truck in and speak with a different service manager at ******* ****. I brought the truck in and spoke with this service manager and he told me that it is normal for rocks to come up and hit the frame, chipping the paint and causing rust. OK, but how does this happen to a brand new truck? He then proceeds to ask me how old the truck was, I told him it is brand new. He immediately says that this is not covered under warranty and they will not fix it. I asked him; can I pay you to fix it? He says sure, and it will cost around $50. I doubt that removing the frame and refurbishing it will cost $50. I'm guessing that they would just paint over it, leaving it to rust underneath. It is clear to me that they just want the truck last until the warranty is over. I plan to keep this truck for much longer than that. I need a proper fix or a new truck. Although this rust is not presently causing a safety risk, it will in the future unless dealt with. Frame rust is a serious safety hazard. When towing or hauling heavy objects, it is crucial that my frame does not have any weak spots.

  The VIN (Vehicle Identification Number) is: *****************

  Business Response

  Date: 20/02/2023

  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 repair coverage occurring under normal use of the vehicle
  during the warranty period. After reviewing your situation, we have determined
  there are no warranties or other coverages where Ford Motor Company of Canada
  Limited would provide assistance for your vehicle exchange request.
  
  After
  reviewing your situation with ******* Ford Sales, we
  have determined that there are no warranties, recalls or customer
  satisfaction programs on your vehicle that would provide assistance for this
  repair. As such, you are responsible for any incurred expenses.
  
  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: 20/02/2023

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

  This DEFECT was present before I
  purchased the truck on the dealers lot. This DEFECT did not occur from
  the "normal use" of the truck. The DEFECT on my vehicle will lead to serious safety concerns in
  the future. Like I said previously, I plan to use this vehicle longer than
  the warranty deadline.

  I need Ford to clearly state that they are 100%
  certain that this will not become a safety hazard in the future.

  If
  Ford is 100% certain that this will not become a safety hazard in the
  future; it would be satisfactory on both sides of this matter that Ford
  offers me a lifetime corrosion warranty for my vehicle. This is a fair and reasonable solution.
  

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

  Business Response

  Date: 28/02/2023

  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 2/20/2023, 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 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: 06/03/2023

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

  Ford has failed to clearly state whether this defect will become a safety hazard in the future after I clearly asked. Why is Ford intentionally evading this request? This is not confidence inspiring.

  In case the respondent has failed to read my last message, I will ask again;

  I need Ford to clearly state that they are 100% certain that this will not become a safety hazard in the future.
  
  If
  Ford is 100% certain that this will not become a safety hazard in the
  future; it would be satisfactory on both sides of this matter that Ford
  offers me a lifetime corrosion warranty for my vehicle. This is a fair
  and reasonable solution.
  
  Another solution would be to replace the frame. This is also a fair and reasonable solution.
  
  
  
  Sincerely,
  
  
  
  **** *********i

  Business Response

  Date: 08/03/2023

  The circumstances that you have outlined in your original email have been given careful consideration.
  
  As previously communicated to you on 2/28/2023, we feel that every consideration has been given to this matter and was appropriately addressed in our prior responses.
  
   As we are unable to diagnose your vehicle, technical inquiries are referred to our dealership network, which are equipped with the latest technology and factory - trained technicians to address any inquiries of technical nature. 
  
  Based on the information you have provided, our decision remains the same. We welcome you to contact us again if you have additional information pertaining to this issue or if you have a different inquiry. 

  Thank you for contacting Ford Motor Company of Canada Limited.

  Customer Answer

  Date: 08/03/2023

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

  Ford has not satisfactorily addressed the defect of my vehicle.

  An E-Mail from *** ****** on Monday, February 13, 2023 states:

  Hi ****,
  
  I
  was away for a week. If you are as uneasy as I suspect, I would
  recommend going to see ****** at ******** ** ************. Ford seemed
  to respond to you quickly and maybe you can get them to participate in
  the cost. It seems well documented on your part.
  
  I would start there. ****** is the guy you spoke to when you were here.
  
  Thanks again,
  
  *** ******
  ******* **** *****
  ************ cell
  ************ work
  ************ toll free

  "

  *** ****** acknowledges the problem and is recommending repair on a brand new vehicle. *** ****** recommended his friend, ******, at Brighten up in ******* BC, to repair the rust. *** ****** also suggests that Ford may cover the cost of this repair. *** ****** also suggests that I should be uneasy because of this defect.
  

  It is clear that the dealership is acknowledging this defect and is recommending a repair. Based on your responses, it is clear to me that there is a lack of proper communication between Ford and Orchard Ford. With this supposedly new information, please reconsider your response.
  

  The dealership is recommending to get a defect from my brand new truck repaired, but it is supposedly not covered under warranty; what am I to do? This situation is contradicting itself. I believe there is an error in this process. This defect should be rectified under warranty.

  After clearly asking twice, Ford is refusing to assure me that my vehicle will be safe in the long term.
  

  I am a valued Ford customer. Hopefully Ford will offer to repair as the dealership is recommending.
  

  Please consider offering me a lifetime corrosion warranty for this vehicle. This is a fair and reasonable solution.
  
  
  
  Sincerely,
  
  
  
  **** *********i

  Business Response

  Date: 20/03/2023

  The circumstances that you have outlined in your original email have been given careful consideration.
  
  As previously communicated to you on 3/8/2023, we feel that every consideration has been given to this matter and was appropriately addressed in our prior responses.
  
  Warranty
  coverage is limited to defects occurring under normal use of the vehicle during
  the warranty period. After reviewing your paint concern with ******* *******, the service manager at ******* **** *****, it was determined that your paint concern is considered a normal characteristic of the vehicle and does not require a repair; as such, Ford of Canada will not be able to comply with your request.
  
  Based on the information you have provided; our decision remains the same. At
  this time, please remain in communication with your servicing dealership since they are in the best position to address any questions pertaining to the diagnostic.
  

  Thank you for contacting Ford Motor Company of Canada Limited.

  Customer Answer

  Date: 22/03/2023

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

  This is not a "paint concern". I believe you have mistaken my BBB complaint with someone else. My issue is the frame rust, and rust everywhere else underneath the truck.
  

  For the record; when I brought my truck to ******* ****, ******* ******* did not bother looking at the frame rust when I tried to show him.
  

  I am confused as to why Ford is not taking this seriously.

  I provided clear evidence of the dealership recommending repair for the frame rust, and the response was about an incorrect "paint concern"? Please explain.
  

  I am also confused as to why Ford is avoiding my question which was asked several times about the long term safety of my vehicle. Is my vehicle safe to drive? Please answer.
  
  
  
  Sincerely,
  
  
  
  **** *********i

  Business Response

  Date: 28/03/2023

  We thank you for taking the time to let us know about your frustration with our inability to assist you in this matter.
  
  Please note that you referenced a paint and rust issue in the original complaint you filed with the Better Business Bureau. Your servicing dealer ******* **** ***** has performed an evaluation based on Ford's warranty policy. As such, they are in the best position to determine if a repair is necessary. After reviewing your situation with ******* ******* the service manager of ******* **** *****, it has been determined that the issues you reported do not require repair.
  
  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 recommend that you continue to monitor the affected area and return the vehicle to your servicing dealer if you feel the need to have the affected areas reassessed.

  Thank you for contacting Ford Motor Company Limited.

• Initial Complaint

  Date:06/02/2023

  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.

  On 11 Jan 2023 I had my car towed to ******* Ford Dartmouth Nova Scotia due to fact the steering had locked up on our 2016 Ford Explorer. The following week 16 Jan 2023 they got to take look and diagnosed that the steering rack needed to be replaced at a cost of approx. $4000.00 ( the price of this part is absurd compared to other models rack and pinion) but that not the only problem " Ford" has no parts and has no idea when they will have a part. So now my vehicle sits at the dealership useless, I am making payments and paying insurance on a vehicle I cant drive for what could be months or more, no one can give me an answer . I contacted Ford Canada with a response of sorry keep in touch we the dealership as they have the best information when your parts with be available (but they don't know anything)
  I want to be clear this is not "******* Fords" fault they have been nothing but sympathetic to my problems but there is nothing they can do but prioritize the part order.
  Now I have to look at buying a vehicle, while still paying for a vehicle and while still have a $4000.00 bill at the end of this. This is creating a huge financial and mobility problem for my family.

  Business Response

  Date: 09/02/2023

  We thank you for taking the time to let us
  know about your frustration with our inability to assist you in this
  matter.  
  
  Ford of Canada strives
  to provide replacement parts as quickly as possible for all of its vehicles.
  Unfortunately, on rare occasions some replacement parts may take longer than
  anticipated to expedite. I acknowledge that the timeframe for obtaining the required
  part to complete your repair may have taken longer than you expected.
  
  Please note that Ford
  of Canada makes no representations and offers no warranties with respect to the
  availability of replacement parts for Ford vehicles. Please refer to page 17 of
  the owner’s manual that specify that: In no event shall Ford of Canada or the
  selling dealer be liable for the loss of or damage to the vehicle or its parts,
  loss of use of the vehicle, loss of time, inconvenience, commercial loss, or
  special consequential or other damages, or on any other claims relating to or
  arising from any defect in factory materials or workmanship found except as
  provided for herein.

  Based on the information you have provided and the data that we have
  reviewed, our decision remains the same. We suggest that you keep your repair
  receipts in case a recall is initiated by Ford of Canada Limited in the future.

  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: 09/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Ford Canada in no way understands my frustration *** *** ****** *** ********* ******* this has caused on myself and my family. I am making payments and paying insurance on a vehicle that is undriveable and no one can tell me when the parts will be available is it months? Years?  I have been forced to buy another vehicle (now 2 car payments and 2 insurance payments) as I need to get to work and get to grocery stores and take my family to appointments and all Ford Canada can do is quote a page out of the owners manual that I don't even feel applies to this situation. Shame on them in my lifetime I have owned a Ford Custom, a Mercury Bobcat, Mercury Capri, Lincoln Continental, and 2 Ford Explorers and this is what you get for brand loyalty and trying to support North American companies.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 24/02/2023

  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 ******* Ford, it was brought to our attention
  that the dealership is willing to provide you with a $600 discount towards the steering rack repair, in the interest of customer satisfaction. We
  recommend that you remain in communication your servicing dealership to obtain periodic updates about parts delivery status and repair information updates. Please contact the service manager at ******* Ford to get more information about the discount that's being offered to you.
  
  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: 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 at this time.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:02/02/2023

  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.

  Bought a brand new 2018 ford f150 5.0 litre v8 in november of 2017. Currently has about 150000km on it. Have changed the oil regularly always synthetic. Last few oil changes oil was very low. Come to find out its burning oil. Well known issue by Ford. Numerous posts and issues on line. Ford even came out with a fix pcm update n new oil stick. No truck should be burning this kind of oil this new. Tech bulletin went out about pcm update but my dealer never told me or fixed it last time it was in. Dealer told me its a 50/50 whether it would fix the oil issue, if not the rings didnt seat and i like many others will need a new engine or keep spending money on oil. Called ford canada and was told the pcm update and new dipstick about 400 combined isnt covered. Asked to speak with a supervisor and no call back. ***** *** * ****** ** *** ** *** **** ********* **** * * **** *** ****** * **** ** ***** ** *** ***** *****  They should be covering the cost of this pcm n dipstick, it may not even work anyways. Always been a loyal ford customer. Never again

  Business Response

  Date: 07/02/2023

  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.

  Warranty coverage is limited to defects occurring under normal
  use of the vehicle during the warranty period. After reviewing your situation,
  we have determined there are no warranties or other coverages where Ford Motor
  Company of Canada Limited would provide assistance towards the oil consumption repair in
  question. We recommend that you continue to work with your servicing dealer,
  since they are in the best position to address all questions pertaining to the
  required repair.

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

  Customer Answer

  Date: 07/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because this is an issue ford motor company is aware of due to their own fault, its a technical bulletin and should be covered
  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 09/02/2023

  We thank you for taking the time to let us know about your frustration with our inability to assist you in this matter.  
  
  Warranty coverage is limited to defects occurring under normal use of the vehicle during the warranty period. After reviewing you case and Based on the information you have provided and the data that we have reviewed, our decision remains the same. We recommend that you continue to work with your servicing dealer, since they are in the best position to address all questions pertaining to the required repair.
  
  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 of Canada Limited.

  Customer Answer

  Date: 15/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because ford has failed to address a re occuring issue with their 5.0 litre engines
  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 24/02/2023

  We value your business, and we regret that we have not been
  able to satisfy you on this occasion,
  
  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.
  
  Your concerns have been documented for future reference.
  Thank you for the contacting, Ford of Canada Limited. 

• Initial Complaint

  Date:30/01/2023

  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.

  We own a 2014 ford fusion hybrid. In the summer of 2020 we noticed an unusual sound with breaking, so we took it into ford. We were told the transmission was toast and we needed to replace it, however it was a known issue and would be done under recall. The transmission was replaced with a new transmission in august of 2020. Fast forward to end of November of 2022, we noticed a strange clunk when we went to accelerate. We again took it into ford and they told us it was the transmission, but the warranty (on our 2 year old NEW transmission) was out by 4 months, as ford only gave us 2 years warranty on our NEW transmission. We have tried every course of conversation with Ford Canada and have been told here is nothing they can do and it’ll be over $8,000 to replace it, but they can’t guarantee the new one would last any longer! When questioned if that’s the degree of customer service and pride in their vehicles they support, they did not deny. A known failed transmission lasted us 6 years but somehow a brand new one only lasted 2, but they won’t accept any fault in that- they will not back their parts or work. The car has been driven appropriately, serviced according to schedule and never in an accident.

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

  Business Response

  Date: 02/02/2023

  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.

  Warranty coverage is limited to defects occurring under normal use of the vehicle during the warranty period. Please be advised that the warrantable transmission repair that was completed in August 2020, was covered for 3 months/5,000 kilometres or the remaining portion of the warranty in question, whichever is greater.

  After reviewing your situation, we have determined there are no warranties or other coverages where Ford Motor Company of Canada Limited would provide assistance towards the repair in question. 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.

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

  Customer Answer

  Date: 02/02/2023

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

  I have heard this response from Ford already, however it is absolutely ludicrous that a known faulty transmission lasted my car 6 years, but a brand new transmission installed by Ford only lasted 2.5 years with regular driving, no accidents, and proper vehicle maintenance. It’s unacceptable that Ford cannot back such an essential part of their vehicle, the transmission, and that they view it both normal and acceptable for a brand new transmission to only last 2.5 years…I have had a 20 year old ********** with over 100k more kms on it that still has its original transmission working just fine. That is not normal wear and tear, there is clearly something faulty whether it’s the transmission itself or the installation of it by the Ford dealership. If Ford was concerned about their customers, they would acknowledge a brand new transmission should last longer than two and a half years and offer to rectify their faulty part. 

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

  Business Response

  Date: 09/02/2023

  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.
  
  Warranty coverage is limited to defects occurring under normal use of the vehicle during the warranty period. Please be advised that the warrantable transmission repair that was completed in August 2020, was covered for 3 months/5,000 kilometres or the remaining portion of the warranty in question, whichever is greater.
  
  After reviewing your situation and based on the information you have provided and the data that we have reviewed, our decision remains the same. We suggest that you keep your repair receipts in case a recall is initiated by Ford of Canada Limited in the future.
  

  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: 15/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  I understand your position has not changed, but that doesn’t make it right. 
  

  This not a normal finding in a vehicle that’s been properly maintained and serviced and used in a normal fashion as a commuter car. There is no reason for a 2.5 year old transmission to fail, unless the new transmission that Ford placed in the car was faulty, or the Ford dealership that replaced it did it incorrectly. Either way, the responsibility for a 2.5 year old transmission to fail is with Ford. 
  
  
  Sincerely,
  
  
  
  ********* *******

  Business Response

  Date: 24/02/2023

  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 02/09/2023, 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; our decision remains the same. 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.

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

   

• Initial Complaint

  Date:26/01/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In early December of 2022, I brought my Ford Fusion Energi, a PHEV, to my local dealership, ********* Ford, for an issue regarding a charging problem. The dealer indicated that the issue was related a faulty charging cable, which is covered under warranty according to ********* Ford. It was determined the charging cable would need to be replaced. Unfortunately, there are no replacements available at the time. However, the dealership indicated that a shipment was due to on December 9th, which was only a few days away but there is no guarantee that this part would be available.
  
  Fast forward to January 25th of 2023 and there is still not part. I contacted Ford Customer service to resolve the matter as nearly two months have passed. The representative indicated there was nothing she could do as part availability is still a problem and there would be no timeframe for availability. In other words, no part in the foreseeable future, meaning I cannot charge my vehicle for an indefinite period. I asked that Ford provide some form of mitigation, such as loaning me a cable or funding the purchase of a third part replacement but the representative said none of the options are viable and that I would have to wait. Forever I guess.
  
  As a consumer, I expect that Ford stand by their product. I can appreciate supply chain issues have impacted things but I expect them to attempt to redress the matter to some degree and this matter is easily fixable. I have paid for their product and I expect it be supported or compensated accordingly. In the off chance that Ford wants to deal with the matter, my case number with them is ***********.

  Business Response

  Date: 30/01/2023

  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.

  Ford of Canada strives to provide replacement parts as
  quickly as possible for all of its vehicles. Unfortunately, on rare occasions
  some replacement parts may take longer than anticipated to expedite. After reviewing
  the backorder charging cable with the part department of ********* Ford, they
  agreed to change your order from daily to emergency to prioritize it. In addition,
  Ford of Canada is actively working with the appropriate departments to expedite
  the order as quickly as possible. Please be advised that there are no
  warranties or other coverages where Ford Motor Company of Canada Limited would help
  with your request. We recommend that you remain in communication with your
  servicing dealer for periodic updates.  

  Thank you for contacting Ford of Canada Limited.  

  Customer Answer

  Date: 31/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it does not solve my problem. I am unable to use my vehicle in the way it was designed because there is no functioning charging cable. All I have received from Ford is a promise and their solution is I am to periodically contact my dealer.
  

  I am mystified Ford cannot find a charging cable, third party or otherwise, to loan to me. If they are unable to provide with the charging cable in a timely manner, then I should be compensated for the value the cable. How am I to use an electric vehicle without a charging cable?
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 08/02/2023

  We thank you
  for taking the time to let us know about your frustration with the backorder
  charging cable.

  As previously
  communicated on January 30, 2023, everything possible is being done to expedite
  the charging cable in question. We recommend that you remain in communication
  with your servicing dealer for part delivery updates. Based on the information
  you have provided and the data that we have reviewed, our decision remains the
  same.

  We value your
  business and again regret for any frustration or inconvenience you are
  experiencing as a result of this situation.

  Customer Answer

  Date: 15/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because my car is crippled in its usage without a functioning charger and by Ford's own admission, there is no ETA on resolution. Ford is not standing by it's warranty obligation nor providing any mitigation strategy. Third party options exist and for a multi-billion dollar not to explore alternatives is unacceptable.
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 06/03/2023

  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. We recommend that you remain in communication with
  your servicing dealer for periodic part delivery updates

  Please refer to
  page 152 of the Owner's manual that specifies that:  When your plug-in power is depleted, the
  powertrain system will automatically switch to hybrid mode. Hybrid mode uses
  both the gasoline engine and electric motor to power your vehicle and maximize
  fuel economy.

  Hybrid mode in
  this case will be gasoline, but while driving with gasoline, it will also
  slowly charge the HV battery backup.

  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: 06/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The response does not address my concern.

  I have a valid warranty claim that Ford seem unwilling to address. My cable is defective and requires replacing, without which the it operates at reduced functionality. As you know, my vehicle is a PHEV, which is a hybrid electric vehicle whose battery pack can be recharged by plugging a charging cable into an external electric power source, in addition to internally by its on-board internal combustion engine-powered generator.

  My cable is defective and requires replacing, without which the vehicle operates at reduced functionality. Either replace my charging cable, loan one to me until a final replacement is provided or compensate me for being unable to provision a replacement. Waiting indefinitely is not an acceptable solution. 

  Sincerely,
  

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

  Business Response

  Date: 09/03/2023

  We regret to hear that our response fell short of your
  expectations and wish to apologize for this situation.

  Our records indicate that the charging cable part has been
  Emergency Ordered, which places your order in priority category. As such, we hope
  to provide an estimated time of arrival soon.

  We recommend you stay
  in contact with your servicing Dealership for periodic part delivery updates.

  We apologize for any inconvenience that this situation may
  cause you and hope the part order status information helps clarify our position.

  Customer Answer

  Date: 10/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: No resolution on the part of Ford.

  I have attempted to engage ********* Ford with regards to my situation this week. I spoke to Diana at Southlake, who was polite and responsive but was unable to answer any questions. She suggested I speak with the General Manger, Curtis, and see if he can provide insight into the situation. I left a message on his voicemail box and that was several days ago. So, it seems that talking to my local dealer has merited nothing, not even a return call.

  I expect Ford to fulfill their warranty obligations of my claim, which is completely valid. It's unacceptable this matter has go on for this long and without any redress, mitigation or compensation. Ford cannot even tell me when the part will (if ever) arrive. This is absolutely the worse experience I had from any automotive manufacturer. 

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

• Initial Complaint

  Date:20/01/2023

  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.

  Bought new, original owner 2019 F350 lariat, have 135,000k on truck as well purchased another Ford extended warranty to plus/minus 200,000.
  Rear passenger heated seat went defective with our son sitting in it and we smelled burning plastic.
  Our son moved over to the seat next to it and we noticed seat belt, seat & plastics as well floors carpet burned from a defective heat warmer located inside the seat. Ford trying to put blame and saying won’t cover it and how we had some how caused the seat to malfunction.
  Which isn’t the case when our 12yr old child was sitting in it playing his games.
  Truck was dropped off at **** ****** ****** in December 6,2022 for that repair as well a few other repairs needed and still as of today January 18,2022 don’t have vehicle back with repairs done and then saying they won’t cover the defective seat and that issue.
  And no loaner vehicle through the over month with out vehicle.
  Absolutely unacceptable.

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

  Business Response

  Date: 25/01/2023

  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 the photos and information provided by
  ****** ****** Ford, our Product Liability Department has determined that there
  is no evidence to indicate that a defect in materials or workmanship
  manufactured or supplied by Ford caused the rear passenger heated seat
  incident.

  Please be advised that ****** ****** Ford is prepared to
  perform additional teardowns with your consent. Once the rear passenger seat is
  disassembled, if evidence of a defect in parts or materials is evident, they
  will advise you about any repair requirements and if there is Ford coverage for
  the repair. We recommend that you continue to work with ****** ****** Ford as
  they are in the best position to continue to assist you with the concern in
  question, and to review loaner vehicle possibilities.

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

  Customer Answer

  Date: 25/01/2023

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

  Though it may seem to be acceptable and common practice for ford to take photos of issues such as ours as a defective seat and send pictures to diagnose electrical issues based on pictures.

  This defective seat warmer caused the melting of our rear seat, melting of that seat belt, melting of the surrounding floors carpets, as well actual melting of plastic structure the seat sits on.

  To say their opinion is it wasn’t a fire as such isn’t covered, is another’s understanding of the term of defect. The melting point of plastics was flammable and intense enough heat to burn & melt surrounding area of defect to which we ourselves smelled the plastics and so forth as burning & a heat source enough to be defined as a fire or certainly such as defect. Ford tries to state denial of warranty as either being covered by blankets, car seat and or liquids in quantity to be the cause yet our 12yr old child was sitting in that seat as time he smelled and thankfully moved to the other seat next to as that seat continued to melt which would have caused bodily harm to our son.

  Also for the record Melody stated who is the individual who sent off the pictures she had taken to send to fords warranty department stated this.

  “Melody”; I was finally able to speak with our internal seat expert late on Friday. However, yesterday was a holiday in the US, so I was not able to discuss the findings with my client until earlier today. 
  
  At any rate, after reviewing the photos and information you provided, at this time, there is no evidence indicating a defect in materials or workmanship made or supplied by Ford caused this incident.
  

  From the photos provided, it appears that the damage may be related to an environmental factor such as a spill or placing something on the seat that insulated against the heat (e.g. a blanket, cushion, or child booster seat). Please refer to the 2019 F-350 owner’s manual for more information. I have attached a copy of exemplar pages and see highlighted section for reference.  Taken together, without evidence of the aforementioned defect, Ford will not be offering assistance with this repair.

  So i question the knowledge of that individual who isn’t qualified to not only visually diagnose a important failure/defect that with out this qualified engineer ability how is that just and accurate to diagnose such defect to claim such a outcome of not being warranted warranty?

  
  All of that said, since there was not a report of visible flames, and there were no reported injuries, the OGC no longer needs to be involved in this repair.  If once the seat is disassembled, there is evidence of a defect in parts or materials, you may proceed to with repairs under the customer’s service contract (or warranty, if applicable).  If additional technical input is necessary, please feel free to reach out to the technical hotline. However, if there are any additional unusual findings, I would be happy to discuss those findings with our engineer again.

  discussion with no on-site diagnosis is not acceptable nor fate and just to any any ways of diagnosing especially when that individual hasn’t laid hands on nor qualified to determine the actual failure in especially a case like ours.

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

  Business Response

  Date: 01/02/2023

  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 the rear
  passenger heated seat 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 recommend that you continue to work with ****** ****** Ford, since
  they are in the best position to continue to assist you.

  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: 03/02/2023

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

  Simply put, one cannot diagnose through emails and pictures alone or by itself.
  Especially in circumstances such as mine.
  Diagnosing electrical issues through pictures isn’t fair practice especially when an electrical issue/failure requires an electrical engineer, or licensed mechanics who are capable & licensed to legally diagnose such a failed fault & a potential for dangers of a product like happened in our case that poses a future customer risk of harm.

  This should/must be done in house or by a licensed mechanic period, appropriately & legally through fair practices of diagnostics that aren’t flawed.

  Since this defect also burned a safety product being the seat belt, my vehicle isn’t safe to be used on the road with our children, nor is it legal to be on roads due to safety restraints not working properly due to failure as per law.

  As such our 2019 Ford F350 lariat super duty will remain at ford till all defects including the defective seat and it’s heat warmer, carpet, seatbelt & other damages this failure has caused has been rectified one way or another.
  

  As a legal & registered business/s  I am prepared to take this forward strongly & much different in route of actions.
  

  Charges, contractual fees, list of costs/revenues lost & future losses to continue to loose if not solved timely will be apart of these directives.

  Fords unreasonable business conduct, flawed warranty practices, is & continues too cause financial harm, unacceptable or unreasonable loss, unnecessary downtime & continued future losses.

  This will include myself purchasing promptly a new Chevrolet truck to include in this litigation as deemed strongly demanded and a must for our business & our working demands, need’s & requirements to again be accomplished.

  Seems ford is wanting to force our hands & farming business to start accruing these losses, charges and further future losses.

  If continued to let this happen it potentially & unavoidably must promptly then be charged back too, leading us to change directions swiftly to limit future losses & simply pursue to sue.

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

• Initial Complaint

  Date:03/01/2023

  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.

  The problem with the transmission linkage first happened on October 9 2021 fortunately at a ******** ****. I was not able to start the car because it would not go into PARK. The transmission linkage had popped off. The mechanic put the transmission linkage back on. It cost me $98.00. Then I received a Recall notice about the transmission cable bushing in July of 2022 and then a Recall Notice on November 8 2022.
  I called my local dealership and they ordered the parts and said they would call me when they could do the work.
  On December 12, while driving, the transmission linkage popped off again. This time the car stopped while turning onto a major street, the engine revved up really loud and then the car lurched forward again. There was a lot of grinding noise when it started moving again. It caused a near miss incident. I pulled over and stopped. The car towed home and I popped the transmission linkage back on. The car could be put into gear and move a short distance before it stopped again. The Transmission light then started to come on.
  I phoned the dealership and they said the recall part for my order was not in stock yet; however, when I explained the situation, they said to bring it in and they would do the repairs with the parts. I had the car towed to the dealership and they did the recall repairs.
  I was able to drive it off the lot but got about a block away and the car stopped, the engine revved, the transmission light came on, and again, it made a loud grinding noise. I was able to get it back to the dealership, and, after a couple of days, they were able to diagnose the problem and told me that the transmission needed to be replaced.
  The quotation was around $8,000.00.
  When questioned, they told me that, despite the lurching and grinding caused when the linkage came off, it had nothing to do with the recall notice and the transmission repairs would be my responsibility.

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

  Business Response

  Date: 10/01/2023

  We sincerely regret the circumstances you described
  regarding your vehicle.  Customer
  satisfaction is a primary objective of Ford of Canada, and we try to make every
  attempt to ensure that our owners are satisfied.  We recognize the importance of retaining
  customer confidence in us after the purchase.
  
  After reviewing your current transmission concerns with
  ***** ****** Ford, it has been determined that they were not connected to the
  safety recall repair (22S03) that was completed on Decembre 14, 2022.  there are no warranties or other coverages
  where Ford Motor Company of Canada Limited would provide repair assistance. 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
  
  We regret that we have not been able to satisfy you on this
  occasion, but your concerns have been documented for future reference.

• Initial Complaint

  Date:22/12/2022

  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 received a "Customer Satisfaction Program" notice (#*****) from the FORD MOTOR CO. for my 2012 Ford F-150 (*** #*****************) regarding a "Lead Frame" issue.
  I had advised the dealership (******** **** ** ***********) earlier this year that I was having some symptoms with my vehicle that fell into the above issue. I was advised that they could not do anything as per the head office without a warning light coming on.
  This issue continued again this past weekend with the warning light (yellow wrench) finally coming on. I brought it into the above dealership who advised that it was indeed the “lead frame” as per the vehicle code they received.
  I was advised further that because the “Customer Satisfaction Program” (not recall) had expired effective August 31, 2022, that they would not cover the work order ($1,300.00 plus taxes). Furthermore, they also advised the part(s) in question were on backorder and they could not give me any idea when it would be available.
  I was advised to call the Ford Motor Company “Customer Relations Centre (1-***-***-****) which I did yesterday (Dec.20/22). I spoke to a an individual (*******) and explained the situation, she advised because the notice expired, there was nothing they could or would be willing to do. I even asked for them to take care of ½ the costs, again I was refused. ******* then proceeded to advise me to go back to the dealership to ask for discounts toward the costs.
  If the FORD MOTOR CO. knew there was an issue, this problem should have been categorized as a “Recall” and not as a “Customer Satisfaction Program”. This issue almost resulted in an accident on December 17th when I was driving it and then again December 19th when I was bringing the vehicle into the dealership.
  Furthermore, the FORD MOTOR CO. calling this or any service issue a “Customer Satisfaction Program”, instead of a “Recall” which is what this should have been is both misleading, protentially dangerous and unethical.

  Business Response

  Date: 29/12/2022

  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 repair coverage occurring under normal use of the vehicle during the warranty period. 
  
  After reviewing your situation, we have determined there are no warranties or other coverages where Ford Motor Company of Canada Limited would provide assistance towards your lead frame repair. Also, the Customer Satisfaction Program ***** expired and it cannot be reinstated. Please continue working with the dealership ******** **** ******* for the repair to be performed.
  
  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: 29/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because, The FORD Motor Co. are hiding what should have been a "Recall" behind a "Customer Satisfaction Program" term. Unprofessional and irresponsible!

  This is not satisfactory as I had advised the dealership about the problem I had earlier in the year and just because a warning light had not gone on, they said they couldn't do anything. The FORD Motor Co. knew they was a problem all along and the symptoms were clearly stated before the "program" expired..
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 09/01/2023

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

  In order to treat all customers fairly we cannot deviate
  from Customer satisfaction program ***** guidelines.

  We sincerely hope you understand our position in your
  situation.  We value each one of our
  customers and make every effort to treat each one fairly.  Closely following program guidelines is the
  only way to accomplish this. Based on the information
  you have provided and the data that we have reviewed, our decision remains the
  same. We suggest that you keep your repair receipts in case a recall is
  initiated by Ford of Canada Limited in the future.

  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: 09/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because The FORD Motor Co. response is archaic and out of touch. Treating a customer “fairly” is not a response to the concern at hand. They can and have the ability to look at each issue on a case by case basis. 
  

  I now move to warn other potential customers about The FORD Motor Co. inability to stand by its products and properly insure the safety of its customers.

  I will reiterate, this was and is a safety issue and should have been a recall without any strings attached. Hiding behind what FORD calls a “Customer Satisfaction Program” is unprofessional, unethical and only serves its own agenda.

  As someone who has solely owned 9 FORD vehicles, they can now be assured they have lost a customer. 

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

  Business Response

  Date: 16/01/2023

  We thank you for taking the time to let us know about your
  frustration with the situation surrounding the transmission molded leadframe Customer
  Satisfaction Program (CSP) *****.
  
  Feedback such as yours allows us to examine our practices
  and policies to ensure that we meet or exceed the expectations of our customers
  in the future.
  
  On behalf of Ford Motor Company of Canada Limited as a
  whole, we regret the circumstances which caused you to write. We hope that we
  might have the opportunity in the future to restore your confidence in our
  products and service.
  

  Customer Answer

  Date: 25/01/2023

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

  * **** ****** **** **** **** *********** ** *** **** ** **** ** **** **** ******** ********* ***
  they have advised me that I am not the only person who is frustrated by the
  lack of effort and commitment by FORD MOTOR CO. to get these “Lead Frames” in from their
  vendor(s).
  * **** **** ******* **** ****** ******** ** ** *** *** ******** ***** *** *** *** ******** **** *** **** *** ***********. Their priority is NOT to have their vendors produce parts
  for “Customer Satisfaction Programs”.

  I was also advised
  that FORD does and has honored "Programs" well past the effective dates.
  

  I want FORD to step up and take responsibility.

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

  Business Response

  Date: 30/01/2023

  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 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.

• Initial Complaint

  Date:21/12/2022

  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.

  We purchased a new Ford Escape in 2017 (Vin# *****************) and just 10 days past the extended 5-year warranty plan we purchased it has been discovered that the rear differential unit and transfer case need to be replaced. We have brought our vehicle into the dealership we purchased it from and are being only being offered 10% credit towards the repairs from Ford. This is something that would have been covered under the warranty only days earlier. We have purchased 3 Ford vehicles in a 7-year period, and have been loyal Ford customers. Is this honestly the best Ford can do in this situation?? $3,200 might be peanuts for Ford but for a family it is a huge amount of money **** ** **** ***** *****

  Business Response

  Date: 09/01/2023

  We sincerely regret the circumstances you described
  regarding your vehicle.  Customer
  satisfaction is a primary objective of Ford of Canada, and we try to make every
  attempt to ensure that our owners are satisfied.  We recognize the importance of retaining
  customer confidence in us after the purchase.
  
  Our records indicate that Ford of Canada absorbed 50% of the
  repair cost in question, in the interest of customer satisfaction. We recommend
  that you contact the Service Manager of ****** Ford to obtain more information
  regarding the after-warranty assistance offer.
  
  Thank you for contacting Ford.

• Initial Complaint

  Date:12/12/2022

  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.

  August 12, 2022
  Ordered a start/stop pump from ****** Ford dealer for my 1 year old used 2016 ford focus SE, 64,000km.
  Says will be arrive in 2 weeks. To Another 2 weeks. To back ordered with no further date in their system.
  Told me there's nothing they can do.
  Until today is been 4 full months, ford still can't provide the part.
  Without this small part the car is not drivable, so it can not be selling or trade in.
  With unknown reason ford temporary suspended make this part and my car isn't that old, ford needs to Compensate me for my loss. I can't wait forever with their " no date".

  VIN number: *****************

  Business Response

  Date: 09/01/2023

  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 comply with your requests.
  Our records indicate that the oil pump that was ordered on August 12, 2022, was delivered on January 4th, 2023. And it has since been recovered by ***** **********, the independent shop that ordered the part from * * ****** ******.

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

  Customer Answer

  Date: 09/01/2023

  
  
  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,
  
  
  
  ****** **