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:08/10/2024

  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 repair date was Oct. 4/24. The amount of the repair was $****** for a wheel alignment. The mechanic broke a bolt trying to loosen a nut from a rear lower control arm. The cost to repair the control was $****** of the $****** amount. I went in the next day to resolve the issue. I was told because the nut was rusty that it wasn't their fault. I have the nut and bolt. There was no attempt at using heat or a liquid penetrant to loosen the nut. As far as I'm concerned I should not be held financially responsible for someone else's mistake.

  

  Business Response

  Date: 09/10/2024

  We have reached out about the complaint.  We explained what we saw and the prior approval given to us by the guest before attempting further repair.  Even though approved we understand that there are communication breakdowns at times.  We have offered the guest an in-store credit and believe all to be resolved from our point of view.  We look forward to continued partnership with this valuable client.  thank you

  Customer Answer

  Date: 10/10/2024

   
  
  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:29/07/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2017 **** ******* ***** **** on July 9, with delivery on July 12. Despite my initial excitement, my experience has been disappointing due to several undisclosed issues.
  
  The vehicle was advertised as having cooling seats, but I discovered they were absent at pickup. This feature was a key reason for choosing this model. The salesperson admitted the advertisement was generic and offered $*** compensation. Additionally, ******* ***** was listed but missing.
  
  Upon leaving the dealership, I noticed the navigation system was malfunctioning. After attempts to fix it, I returned to the dealership and was assured it would be resolved. I also found damaged lights that seemed to have occurred during detailing. The sales manager promised to address these issues.
  
  I returned the vehicle on July 15. Later, I was informed that repairs couldn't be done until July 19. I declined a loaner. On July 19, sales manager ***** informed me it would cost over $***** to fix the navigation and headlights and offered to cancel the deal. He suggested the vehicle would be sold to someone else and offered me another vehicle with different terms, leading to my decision to cancel the purchase.
  
  ***** assured me my loan would be canceled within a few days, but on Tuesday, there were no notes on my account about the cancellation. ***** said they had emailed the bank but hadn’t received a response. By Thursday evening, I warned ***** of contacting the Better Business Bureau if unresolved. The next morning, I received a call requesting my banking info to process an EFT for my down payment and first loan payment, though the EFT was $**** short. I also incurred costs for plates, insurance, and a cancellation fee. I’ve been assured the loan paperwork is being processed but may take a few days to reflect on my account.
  
  As of July 28, the ******* is still listed on Capital's website with the same inaccurate features.

  

  Business Response

  Date: 06/09/2024

  We refunded the client their money to my understanding and ***** chatted with the client many times and to my understanding the client is happy with the resolution on the financial terms.

  In regards to processes going forward, we use a serial number decoding system like the majority of dealerships to decode vehicle options.  We have implemented internal processes to review the automatic options being pulled and remove anything stated incorrectly.

  At this point, to my knowledge the situation is resolved

   

  thank you

  Customer Answer

  Date: 06/09/2024

  
  
  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:26/03/2024

  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 November21/2020 I bought brand new truck 2020 Ford F150 XLT by Capital Ford Lincoln Inc on 1201 Pasqua Street N, Regina. My truck burns 2 liters of engine oil per 3600km since brand new and I can't use it for a long trip. I visited Ford Capital 8 times with same excessive engine oil consumption problem with no result by today and have to visit them twice between oil change for add engine oil again:
  First my oil change was performed on May25/2021 on 3471 km according to odometer in same Capital Ford Lincoln service department as car's engine oil dipstick had a minimum mark already with my first complaint about an excessive engine oil consumption.
  January04/2022 visited Capital Ford add 2 liters of engine oil.
  January12/2022 on 9155km next oil change with low level.
  July26/2022 on 1407km again no oil, Capital added me on top and performed some repairs according to needed procedures.
  October20/2022 on 16244km they confirmed me not normal oil consumption with new cylinder head installation with new engine oil
  April11/2023 on 19518km again no oil, they put oil, confirmed that cylinder walls scored and ordered new motor with ETA 5-7 months as this motor model was discontinued.
  August10/2023 on 22991 next oil change
  March12/2024 on 26652km I have to visit Ford Capital for top up oil again, they put 2 liters of engine oil.
  As per Ford Capital they don't have a replacement engine yet. I do not trust what they told me anymore and need my truck fixed or replacement of whole car on same F150. My truck is under factory warranty but they are not able to fix it. I have a very short period warranty left for wait another year.

  

  Business Response

  Date: 16/04/2024

  ******* ********* owns a 2020 F150 with a documented concern of oil consumption with Capital Ford Regina.
  ******* has been in numerous times and numerous repair attempts were made to correct the concern of oil consumption. The repairs made all followed the Ford Warranty Policy and repair steps as outlined by Ford of Canada. Ultimately it was determined the best course of action would be for an engine replacement.  A replacement engine was ordered on April 11/2023 at 19,518 kms.
  Ford of Canada did have and currently is experiencing a back order of engines - some of which have been longer that we have seen with *******’s.
  Capital Ford was able to attain a motor ahead of expected and is currently in the process of installing this for *******. Expected time of repair completion will be the 3rd week in April 2024.
  ******* has been given the use of a Rental replacement vehicle at no charge while his vehicle is being repaired.
  This repair is covered and will be paid in full by the factory Ford warranty, ******* is aware of this.
  Communication has been kept throughout the entire time with ******* on order status since the engine has been on order. Capital Ford has been topping up any oil that has been used during the wait time at no charge to *******.

  Customer Answer

  Date: 17/04/2024

  
  
  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. FORD Capital put another engine and I got  my truck back on April16 with some minor concerns which will be fixed soon according to Capital. 

  I am agree to close this complaint and appreciate for performed and quick repair by Ford Capital Regina.

  Thank you so much for the help!
  
  
  
  Sincerely,
  
  
  
  ******* *********