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:05/12/2022

  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.

  Have 2016 ford f-150 15100km on it and the heater core clogged there want $2560,00 to fix ******** fixed it had a case a ford canada common issue no recall so fought ford 2 week s finally had to pay $504,00 not to happy no km on it just over 5 years old.Drop price to 1650.00 ford pay $1100.00 I pay $504.00 think it should been under warranty

  Customer Answer

  Date: 05/01/2023

  Hi i received a call today they will give me warranty on it and no
  refund but i believe that is the best i will get from them so i accepted
  it.  she is sending out the information to me in 2 weeks in a letter.

  Business Response

  Date: 13/01/2023

  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. Please be advised that complete warranty coverage is limited to defects occurring under normal use of the vehicle during the warranty period. Our records indicate that Ford of Canada absorbed 70% of the air conditioning repair cost. In addition, we have extended the warranty of the part in question components for 8years/120,000 kilometers, in the interest of customer satisfaction. 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 or Customer Satisfaction Program is initiated by Ford of Canada Limited in the future. We value your business and again regret for any frustration or inconvenience you may have experienced because of this situation. Thank you,

  Customer Answer

  Date: 13/01/2023

  
  
  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,
  
  
  
  Leslie Styre

• Initial Complaint

  Date:15/11/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 29 May 2021, I placed a reservation on a new 2022 Ford Lightning pickup truck through the Ford Canada official reservation page.
  
  In January of 2022, I was contacted by the local Ford dealership (******* Ford Peterborough) to come and place a $2000 deposit to secure my reservation and convert it into an official order.
  
  I did not receive any updates or communication from Ford or the dealership until August 2022. On August 19 2022, I attended the local Ford dealership and was told that my order was being converted to a 2023 model year, and that the price had increased by approximately $7000. I was told that to keep my order I must sign a new sales agreement for a 2023 vehicle. At this time I was promised that the vehicle would be delivered "within three months."
  
  On Oct 28, 2022, I contacted the local Ford dealership asking for any updates about the order and was told there was no new information to provide. I was given an order number of ****. I contacted Ford Canada on the same date and inquired as to the status of my order, and was told that there was no information or ETA available, only that my order was in the "order processing" phase.
  
  At this point I am extremely frustrated with the lack of updates and communication from Ford Canada and I am suspicious that my order has been overlooked and the vehicle reservation was provided to another customer, who may be willing to pay a adjusted dealer markup.
  
  I would like Ford Canada to provide a definitive update regarding the status of this order and when I can expect delivery. I have already committed to paying an increased cost than was initially promised and I would like some form of compensation for the extreme wait time that I have experienced.

• Initial Complaint

  Date:08/11/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I bought a bran new 2016 F-150. From day 1, the sun roof has been making a rattling noise like it wasn't installed properly or something is not aligned. It is a constant rattle, very noisy and very frustrating to listen to while driving. We had tried to fix while under warranty but problem was never solved. Even tried to get fixed after warranty, except now they charge me to do this, still to repair. They just keep putting greece on track thinking that will fix problem. Don't know what to do at this point. This was the first time we had ever bought bran new, just did not expect a truck with a problem from day 1 to be my problem. We love our Ford truck except the constant noise coming from the sun roof. Not sure what to do now, if we cant fix issue, not sure I would buy another Ford truck.

• Initial Complaint

  Date:03/11/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a brand new 2021 f150 lifted from the dealer in Oct 2021. Since I have owned it the heated steering wheel has not worked properly. Dealership has tried reprogramming and changing the module and steering wheel but that made it worse. Ford canada says they have no fix for it. They have known about this problem for 1.5 years and still no fix and they don't care about it. I've had a case opened for my windshield wipers sitting 3 inches below the heat zone and freezing in the winter to the point I can't see and it is dangerous. In a 30 minute drive I have to pull over 3 times to clean them. I sent them pictures and videos but since they wipe like they should they don't care again. In one year of owning this truck it has been in the shop 18 times. I told the dealership to take it back they told me to give them a $20,000 check who has that. * ****** * ********* **** ***** ** ******** *** **** ****

• Initial Complaint

  Date:03/11/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2018 Mustang Ecoboost Premium in Jan 2nd 2019 (brand new). VIN: *****************. I found corrosion in the rear trunk lid (part closer to the *rear* windshield). Contacted Ford Canada by email to no avail. Just standard templated reply from them saying their "Customer Relationship Centre do not have any programs to offer at this time regarding your situation".
  
  (1) The corrosion is happening at the *underside* of trunk lid (along the seam) and spreading to the top. This is an unusual place for rust - and this cannot be qualified as normal wear and tear or due to owner just being careless (like door sills, edges of hood or trunk due to slamming them shut carelessly) - note the corrosion is happening well inside any edges and along the seam fold - also this is not a part that is usually exposed to salt/snow. *The trunk lid is essentially rusting from inside out*.
  
  (2). *trunk* lid seam corrosion does seem to be experienced by other mustang owners (of the same 6th gen mustangs) too. From what is publicly available online:
  **** ******* ** **** * ********************************************************************************** **** ******* ******** **** * ********************************************************************************** **** ******* ** **** * ************************************************************************** 
  I am sure Ford engineering should have reports of many more mustangs with same issue as well. I am considering this as a manufacturing defect. Disappointed that Ford Canada is not standing behind its own products.
  
  Corrosion in body panels on a less than 4 year old car is not acceptable (mine only *3-years-10-months* old now). I used to tout my Mustang (and Ford) everywhere I go. Embarrassed and left with a sour taste in mouth now.

• Initial Complaint

  Date:21/10/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My motor vehicle which was still under warranty broke down due to a component failure. This occurred on7th September 2021. I took it to the local Ford dealership where it remains to this date after six part orders failed to remedy the failure. These orders were either the wrong part, faulty parts, unsellable parts or incorrectly packaged parts.
  I have an open case with Ford of Canada and was advised by them the matter would be resolved by 12 October 2021. This did not happen. Further contact with Ford have not furthered the matter and they have advised me they are powerless to advance the situation as it stands.
  I have been in unsuccessful dialogue with Ford since September 7th last year but without any progress whatsoever. I think after fourteen months of back and forth it is time to take the matter elsewhere for resolution.
  
  The Ford Case File reference is *** *** *** **/

• Initial Complaint

  Date:11/10/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2016 Ford Edge was purchased on May 28, 2021 from a third party dealer (Car Fax shows status as active). On May 5, 2022, vehicle was taken in for repair, diagnosed as cracked flex plate requiring a NEW engine. Dealership worked exceptionally well with us on repair costs and submitted request to Ford for post-warranty pricing. Ford declined saying vehicle was listed as a TOTAL LOSS. After several telephone discussions and submitting proof from ******* ***** ******** branch that vehicle is active with no collisions, Ford insists they "cannot" change their records and are also not willing to offer any warranty pricing on parts or materials. Dealership advocated on our behalf. Considerations to note - KNOWN ISSUE for this year of vehicle (class action lawsuit in the US), 106,701 km, proven active status (from ******* ****** ********), all maintenance records show appropriate maintenance, new engine is RE-DESIGNED to address the issue. SEPTEMBER 13, 2022 - FORD OFFERS EXTENDED WARRANTY FOR CRACKED FLEXPLATE - STILL REFUSES TO CORRECT BRANDING. Dealership contacts Ford Warranty Operations again with no result.

• Initial Complaint

  Date:14/09/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a ford focus 2013 vin no. ***************** . Its transmission control module failed on the way. On contacting planet ford they told me the ordered the part. Its been 4 months they haven’t given any eta , nor my car. No rental issued and I am suffering on a daily basis for my car.

• Initial Complaint

  Date:06/09/2022

  Type:Product 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.

  I bought a 2013 Ford F150 in May from a vehicle dealership and about 3 weeks later it started dropping gears intermittently while driving even on the freeway and when passing. This is a sudden jolt with no warning. When checking Ford products online and having the local Ford dealer look up my number I found the 2013 F150s are under recall for this very problem is the lead frame recall number *****. The local dealer said the part would take about 2 months to receive. I went back a month later and he said the same thing. Today I went to a different Ford dealer and he said 3-6 months.
  When I called the Ford company about this recall number the message was to go to a Ford dealer and have them do a software update. The local dealers say it wont do an update without a $500 test and needs this part which apparently can not be had any time soon.
  * ** **** ******* *** ****** ****** **** ***** ** **** **** ****** **** *** *** ******* *** * ***** ** **** ** ** **. I am afraid to use if for the construction jobs I am now losing out on, as well as making payments for basically a dead horse. ps * **** ****** **** ***** **** *** ****** **** ***** ** **** **** **** ****** *** * ** ****** ***********

  Business Response

  Date: 27/09/2022

  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 of *** ***** Ford, he communicated that the dealer
  requires a $500 diagnostic fee to determine if the required repair is covered
  under Customer Satisfaction Program (CSP) 19N01. Please be advised that the
  $500 diagnostic fee will be filtered into the required repair cost if it is
  covered under the Customer Satisfaction Program (CSP) in question. We recommend
  that you address all questions pertaining to the $500 diagnostic fee to the Service
  Manager, since he is in the best position to provide more explanation.
  
  We regret that our response could not be more favorable to you. Thank you for contacting Ford of
  Canada Limited.

  Customer Answer

  Date: 29/09/2022

  A test was done by an employee of this Ford dealer in Airdrie AB, that is the reason the part was ordered. How else would this part have been on order do you suppose??While should I spend $500 when the test was done and revealed the problem?There must be documented proof this test was done.I don't know why I am getting the run around from Ford about this 2013 Ford F150. 

• Initial Complaint

  Date:30/08/2022

  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.

  I bought a brand new Ford Focus in 2013, the transmission had issues from the day I bought it that were never truly rectified by Ford. The car was not safe and was traded in for a 2015 Ford Fiesta. The transmission control module is a known issue with Ford and is covered under extended warranty. I now have a vehicle that does not turn on and the part covered under warranty is completely unavailable and has been since May of 2021. There is absolutely no solution being offered, I had purchased a vehicle and this was supposed to be my trade in I am now out thousands of dollars and am stuck with a car that is supposed to be fixed by Ford under contractual obligation.

  Business Response

  Date: 04/10/2022

  We regret the issue that prompted you to contact us. Thank you for allowing us the opportunity to review this matter on your behalf.
  Ford of Canada strives to make replacement parts available as quickly as possible for all of our vehicles.  However, on rare occasions, some replacement parts take longer than expected to supply.  I recognize that the time taken to obtain the necessary parts for your repair has been longer than anticipated.  Nevertheless, we hope that you would also recognize that, in the majority of cases, replacement parts are readily available and that parts are provided as quickly as possible.Please be advised that all possibilities are being explored to expedite your backorder transmission control module. We recommend that you remain in communication with your servicing dealer, since they are in the best position to continue to facilitate the rental that was approved by Ford of Canada on August 30th and to provide part delivery updates.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: 04/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Ford is responsible for this issue which has unreasonably affected me. I am now financially responsible for a rental vehicle. I am now unable to put on winter tires to drive safely during the winter with my children. I had to cancel my trade in as I no longer have a vehicle to trade in. This part has been unavailable and left customers waiting for over a year. Ford needs to buy back my vehicle if they are unable to fix it. 
  
  Sincerely,
  
  
  
  **** ******