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:30/08/2022

  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.

  In May of 2022, my air conditioning in my 2019 Explorer ceased working. I called into my dealer for an appointment and they said 6 weeks was the earliest.
  I then asked a few friends and one recommended I go to a local repair shop which I did in June. They advised me they would not touch the job as it was on the guarantee and Ford was not likely to sell them the parts due to back ordered pieces. So, I then called several Ford dealers and ended up at ***** **** St. Jerome for a diagnostic exam which cost $202.24 on July 20, 2022. The part was back ordered and they advised the work would likely not be covered under the guarantee of 3 years parts and labour. Finally, on August 18th, 2022 the compressor was replaced at a cost 0f $1,564.36, total $1,766.60.
  
  I took possession of the vehicle on July 9, 2019. The A/C broke in May of 2022.
  
  With all the computerization of the cars these days , there is no doubt that Ford has access to the date the A/C broke down in May.
  After being a client of Ford for 35 years, needless to say I am disgusted with the manner they are treating this issue. There is no doubt the part was defective after such little use and should be covered under the warranty.
  
  Regards,
  ******* ******

  Business Response

  Date: 28/09/2022

  We regret the issue that prompted you to contact
  us.  Thank you for allowing us the opportunity to review this matter on
  your behalf.

  After reviewing your
  situation, we have determined there are no warranties or other coverages where
  Ford Motor Company of Canada Limited would consider a complete refund towards the air conditioning repair. Our records indicate that Ford of Canada is prepared to consider 80% coverage, the dealership ***** **** will cover 10% and you will be responsible for the remaining 10%.

  We recommend that your contact the service manager at ***** **** to make repair arrangements with him.

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

   

• Initial Complaint

  Date:25/08/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a recall on my 2021 F250 Lariat pickup for windshield reattachment, which I being told is a 2-day recall, they are only willing to cover $42.00 for rental for 1-day and not a high end pickup, I didn't spend that kind of money on a truck to not have to accommodate ford with there problem, I believe I should be supplied with same truck or higher class or will not have it done.

  Business Response

  Date: 15/09/2022

  We regret the circumstances that have prompted you to contact us. Thank you for allowing us the opportunity to review recall (21C06) rental matter on your behalf.

  Please be advised that recall rental provisions is pre-determined by the appropriate department of Ford of Canada. In order to treat all affected customers fairly we cannot deviate from the program guidelines. As such, we are unable to comply with your proper rental request.

  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. 

• Initial Complaint

  Date:19/08/2022

  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.

  We have a recall for a transmission part and also front breaks which have not been resolved. We have an issue with our fly wheel cover that is a result of a manufacturing issue that we feel is a result from this recall. We had a diagnostic done at the ford dealership in **** ***** as per Ford Canada's request. They quoted us $3000 for the work. While this might not seem a lot to some, it is for us. They wouldn't even offer us any sort of payment plan. This is something that the company should be responsible for. They could not be honest with us about the issue. We have been given the run around for months. Our Ford sits at the dealership while we are still paying for it.

• Initial Complaint

  Date:08/08/2022

  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.

  Note: This complaint is completely with Ford Canada
  
  Vehicle Ordered 02 March 2022
  Ford Maverick AWD Supercrew 4.5' box 121.1" WB XLT (W8F) with FX4 and 4K Tow packages
  
  The order was created using the Ford Canada (third party) ordering system as provided to the dealership (******** ***** ******** **).
  
  The following is the issue of contention. Ford Canada did NOT provide the following items
  
  Included in this order configuration, was the following as stated on my signed build configuration:
  
  NONTR Tires: ********* *** *** Wheels: 17" Unique Aluminium
  51D Full Size Spare Tire
  
  I received the vehicle from ******** ***** ******** ** 8th of July, approximately 4 months after the order date.
  
  The vehicle was missing the tires/ wheels as noted above.
  
  ******** **** had no idea why they were not included and begun to investigate. It took approximately a full week before Ford responded to them that it was changed during the manufacturing due to a conflict of the build packages.
  
  ******** **** subsequently filed a misbuild claim that Ford Canada denied.
  
  My contention is that I ordered these items. They were on my order, signed and paid for through Ford Canada financing.
  
  At no point in during the 4 months, did Ford Canada state there was an issue with the build. They made changes without contacting the dealership or me.
  
  Ford Canada has refused to discuss this with me despite multiple attempts. They only state that I have to go through the dealership. However Ford Canada has already denied their misbuild claim. I therefore have no other recourse.
  
  To be sum up. I ordered something. Ford Canada changed it (not due to supplies issues). They did not inform us of the changes before, during, or after the build. Ford Canada is responsible.
  
  To this day, I can even build the vehicle identically on their PUBLIC online site, and get the exact same order.
  
  All I want are my wheels (rims) and full size space.
  
  ******** offered me the tires (though they didn't have to)

  Customer Answer

  Date: 06/09/2022

  The complaint can be cancelled. Issues were explained to my satisfaction. Part was Ford changed part of the order but I wasn't charged for it.
  
  
  
  Part was the tires, that the dealer DID correct.
  
  
  
  And part was my fault for misunderstanding an item description.

• Initial Complaint

  Date:29/07/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a second hand Ford Edge from a dealer it was a 2013 sel ecoboost with89500 km I had it for seven months and did 4000 km when suddenly on highway ** my motor exploded into flames I managed to get off the highway but the truck is a total loss and I had 30 seconds to get out before the entire cabin was engulfed by the fire I don't consider this to be normal
  Vehicle sériel Number *****************

  Business Response

  Date: 19/09/2022

  We regret the issue that prompted you to contact us.  We take pride in being world leaders of automotive products and services and the safety and the satisfaction of our customers are of the upmost importance.

   

  If you have not already done so, we recommend that you please submit a claim to your insurance carrier.  Your insurance company will assess the situation and determine if they need to involve Ford of Canada in this issue. Please provide the following address to your insurance company so that they can communicate with our Product Liability department in writing, if they feel Ford should be involved.

   

  Ford of Canada

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

• Initial Complaint

  Date:26/07/2022

  Type:Delivery 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.

  Recall has been called on my 2012 Ford F150 Truck
  Part is not available for said 7 months
  Ford is offering no alternative solutions for an alternate vehicle as mine sits out of commission until part arrives.
  
  I am self employed as an ********** ********** and rely heavily on my truck for buisness. I have talked with head office and they said I didn't qualify for their recall rental program and basically *** and on my own until a part is available. I find this highly unprofessional as it is a Ford issue and I have to payout of my pocket for a rental or buy alternate vehicle for the failure of their product. Unfortunately I am not in a position where I can financially just purchase another vehicle or continue to rent.
  
  Truck VIN # *****************

  Business Response

  Date: 15/09/2022

  We regret the circumstances which have prompted you to contact us. Thank you for allowing us the opportunity to review the recall rental matter on your behalf.

  
  After reviewing your situation with ********** Ford, it has been determined that rental assistance is now being offered under the transmission molded leadframe extended coverage Customer satisfaction Program (CSP) 19N01. We recommend that you contact your service Advisor to further discuss rental arrangements.
   

  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: 15/09/2022

  
  
  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:24/07/2022

  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.

  VIN number
  ***************** We purchased a 2013 Ford Focus Hatchback in 2018 or so from a Ford Dealership for approximately $20,000.
  
  The vehicle is covered under an extended warranty on the Transmission Control Module (TCM) due to the part repeatedly failing and a lawsuit filed in 2018 approx, This part failed in our vehicle in July of 2011. We were given a repair estimate of 3 months for the part.
  
  It has currently been 11 months waiting on the par, and neither the Dealership, nor Ford Canada will provide any information on timeline, availability of the part, how many cars are ahead of us in line for it, or how many TCMs are being received. We have been told they will buy the car back for $9500 and we can buy a $15-25k used vehicle or wait for the part to come in with no information on timeline going forwards. We have not been offered any replacement for the duration and have had to make our own accomodations.
  
  I would like the part repaired as per the warranty, or failing that at least a contact detailing a reasonable timeframe for the repair and when we can expect it done. An exchange would be fine, but would not be the preferred resolution.

  Business Response

  Date: 29/09/2022

  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.

   

  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 everything possible is 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 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: 29/09/2022

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

  13 months is an unreasonable timeframe to expect for a repair on a vehicle that is required or our houshold to operate properly. No other resolution or solution was offered and the dealership's only answer to us is that its the manuacturers issue and their hands are tied.

  The dealership won't even give a good purchase value on the car for trade-in as in their words they say it could be sitting on their lot another 6-12 months gathering dust and they're concerned it won't hold its value over that timeframe, which will cost us even more.

  
  
  Sincerely,
  
  
  
  Shawn K.

• Initial Complaint

  Date:21/07/2022

  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.

  2016 Ford Edge was purchased on May 28, 2021 from a third party dealer (*** *** 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 (***** ****** ******* ** *** **), 106,701 km, proven active status, all maintenance records show appropriate maintenance, new engine is RE-DESIGNED to address the issue. Not requesting full warranty on this but some relief would be very welcome.

  Business Response

  Date: 04/10/2022

  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, we have determined there are no warranties or other coverages where Ford Motor Company of Canada Limited would provide assistance for your billing adjustment request. Since our records indicate that all warranty has been cancelled due to vehicle being declared total loss. Please note that warranties may be canceled by Ford on any vehicle that has been reported by an insurance company or state/province as totaled, scrapped, salvaged or has an odometer that does not show the actual mileage.  The title for such a vehicle is considered branded or written off.

   

  Please be advised that your total loss matter is still being reviewed by the Service Manager of ****** Ford with no guarantee. We recommend that you remain in communication with him since he is in the best position to continue to assist you with this matter.

   

  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:20/07/2022

  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.

  The car has an issue with the gearbox / part is currently back ordered. The car is still under warranty for this part. The car has been at the ford *** dealership in ***** since November 3 2021. I was promised that the part would come in a few months, then told it would take until September 2022, and now am being told it will take until December 2022 or even later until they receive the part. Since the car has been in their parking lot and cannot be driven, it will have more issues with rusts and the brakes too. I was told that no compensation can be offered and that they cannot promise they can repair any other problems caused by waiting so long. I was also refused to have another car lended in the meantime and told all they can do is wait. I am asking for repair for all the parts, to have a car lended while I keep waiting for the repairs, compensation for waiting for so long and reparation of the parts that will be damaged caused by the car sitting in the parking lot for almost a year now. I was expecting to use the car in September and arranged plans for this and am extremely upset with this kind of service.
  
  
  Vehicule identification number: ***************** 

  Business Response

  Date: 16/09/2022

  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 *** Ford Lincoln, it was brought to our attention that the dealer has since received and installed the backordered transmission control module. In addition, we also discovered that our Customer Relationship Centre (CRC) absorbed the complete replacement cost of the front brake pads, rotors, and the vehicle battery in the interest of customer satisfaction. We recommend that you continue to work with your servicing dealer should you require any technical assistance with the completed repairs

   

  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: 18/09/2022

   
  
  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:20/07/2022

  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.

  2018 Ford escape with misfiring issues. Asked Ford Canada to buy back the car because dealership could not repair. It has been back to the dealership numerous times without proper repair. Ford Canada wants us to leave it at the dealership for an extended time so the can duplicate the problem. They had the car so many times and can't fix it I asked for a buy back. They won't

  Business Response

  Date: 28/09/2022

  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 for your vehicle exchange request.

   

  Our records indicate that Dunlop Ford recently installed a flight recorder in your vehicle to help capture the check light and the misfire concern, since they have been unable to duplicate these reported concerns. We recommend that you remain in communication with your servicing dealer since they are in the best position to continue to assist you with this matter.

   

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