Complaints

• Initial Complaint

  02/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Got a written offer on paper for 51*** on a vehicle and payout on my vehicle to cover my existing loan. They will not honour this offer and I have already put a 500$ deposit down. I just want the vehicle with the price offered and my vehicle paid off traded in as per the written offer.

  Business response

  05/12/2022

  You will see by the attachments that nowhere in any of the paperwork that ****** signed does it indicate us selling a Bronco for $51,000. It clearly shows a price DIFFERENCE of $51,000. The payments ****** agreed to are based on the difference of $51,000 plus her lien which she gladly agreed to when we originally completed this deal.

  ****** mentioned she didn’t understand the pricing, so our finance manager walked her through it, ***** walked her through it as well. ****** told ***** she understood the pricing, and was willing to look at a different vehicle to get her pricing and payments to a more affordable level. ***** called ****** twice leaving voicemails for her to return his calls, which she never did before he left Heartland.

  We have asked ****** for her credit card multiple times in order to process her refund. She refuses to give us that information.

  As far as we are concerned, we have been more than reasonable explaining pricing to ****** and she maintains that she was given a sale price that equated to a discount of over $20,000 on one of the hardest vehicles in Canada to get your hands on. At this point, we have elected to not sell ****** a vehicle of any sort and will be mailing her deposit cheque back to her on Monday.

   

  Thanks so much!

   

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

  Heartland Ford

  Customer response

  03/01/2023

  
  Complaint: 18515703
  
  I am rejecting this response because:

   

  November 16, 2022 I had sent **** ( heartland ford salesman) my VIN and pictures of my ford ecosport 2019. 

   

  I requested a vehicle that sits higher from the ground, 4x4, heated seats as a minimum.

   

  I informed **** that I live on country roads and the car is too low. My full time job is a Primary Care Paramedic and last year I got stuck in little snow drifts and risked my car to make it into work because of course… people need me especially on harsh winter days with blowing winds and icy roads.

   

  He then showed me a Ford Escape that he had running for me to test drive, so we did. 

   

  I told him, that the car he showed me is just that…. Another car literally the same size as my current owner with maybe a little more weight and power. 

   

  So he went back to the drawing board and i approved him to stay within the price range of 200-500 bi weekly payments. 

   

  He sent me 4 pictures:

  - 2 of the 2021 ford bronco DEMO which has just over 7000km on it.

  - 1 picture of the window sticker 

  - 1 picture of the mock write up for the worth of my car on a trade in with that Ford Bronco

   

  He had also informed me that they will indeed:

  - payout the lean on the ford ecosport to ford credit so that my vehicle is what the consistently explained: a wash

  -thus I would then be purchasing a new vehicle free and clear of any owning credit on my previous vehicle.

   

   

  This is exactly how I was told the paperwork will go and I WISH I had recorded him…

  -the top price is MSRP $72’329.00

  -The second price is the cash market value of your car with get savings

  -We are giving you the Ford Bronco 2021 DEMO at just over 7000km, repairing the windshield (it was crashed in two spots) AND giving it it’s first oil change. Under the DIFFERENCE VALUE of 51’946.00

  -we (heartland) are going to payout your lean, which is 20’946.00 so then the end value of  the total trade would be 72’329.00 all in.

   

  I asked **** 3x if that was what he meant and confirmed so I understood and he had agreed and confirmed…

   

  I came in for a test drive and he did up the paperwork. I Had been asking clarification on what it meant and why things were missing and he would quite literally mumble and babble and point his finger to the next place id had to sign and hushed me while rushing me to finish the deal. 

   

  Now with my prior understanding, I was getting a very good deal for being a return loyal customer to ford motor co. I had just had an inspection done at ford not a week prior so they knew what was going on with my car. As well as the fact that of course the vehicle lost its market value, its a year off new plus it has physical damage…

   

  I digress..

  ————————

  Finance,

   

  I had spoken with finance and had signed papers agreeing to pay the top price of 72****.00. I later got a phone call saying Iwas denied  so i asked him why, it made no sense. What did you run my credit for?

   

  He initially told me 105’000.00, then back tracked to a number in the 90’000.00!

   

  I explained in shock that it was totally wrong and he should never have done that because that is not what i agreed to. 

   

  MANY, calls went by and the finance fellow was quite disrespectful and told me he didn’t know how to “ say it in words you can understand and get it through to my head”

  While I was saying the exact same thing he said to me, back to him.

   

   

  Finally, they told me they were trying to:

  -take my car on a trade.

  - make me pay the lean of my car on the end of the new vehicle loan

  - make me pay msrp on a used demo with 7000km and physical wear and tear that has left the lot and already depreciated in value…..

   

  So they would have not only taken my car but made me pay 40’000 EXTRA ONTOP of a used vehicle…

   

  They were so rude to me, the transaction was not stress free.. I did not return calls because I was so flustered contacting ford customer relations and trying to find my rights because they violated the one of the acts put in place to protect consumers from hidden information and being fully aware of their contract AND being respectful.

   

  Now, I understand what the individual people had said. But the deal I agreed to…. Only had the top price of 72’***.00 on it and i paid them 500.00 expecting to pick up my new vehicle on the following Monday… 

   

  Thankfully I called before wasting gas… but I cannot believe how horribly I was treated.. and to make it worse. When my inspection was done on my car, I later checked my tires that they told me to retorque because they were all off…. They were all seized on…Im sorry but if you take tires off.. they shouldn’t seize not even a week after being off.. 

   

   

  SORRY for the long response… but heartland ford completely stressed me out and now I dont have a vehicle tall enough to get through these snow drifts for this winter at this point in time..

   

  In the end, I went in for my refund because I can’t handle the added stress. Requested my credit score and was denied because it could get leaked… i told him id give them my ID and they said they can’t give it to me even with my ID in hand… so.. 

   

  I would not recommend this dealership and they should really be watched with a microscope because they’re not doing good business and are hurting people financially and who knows about their mechanical work…

  
  Thank you,
  
  ******-*** *******

  Business response

  03/01/2023

  Hi *********,

  I'm not entirely sure why this customer has reached out to you again. We explained the details of the deal multiple times. After telling us "She understood" the deal she felt she wasn't getting enough of a discount due to the mileage, we offered repeatedly to refund her deposit. She finally agreed to the refund (See attached email). We have discussed this issue with her over and over, and have since and subsequently refunded her deposit. We consider this matter closed now.

   

  Thanks so much!

  
  **** 

• Initial Complaint

  17/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a truck from Heartland Ford. Everything was good till I got home and saw all these extra fees added to the Bill of sale. I found out that Alberta has an all in pricing policy which means there can be no fees added on only the GST on the advertised price. So they charged me an extra 1280 in fees. So I called the sales manager Paul G and he agreed they were wrong in charging the fees and a check will be ready for tomorrow, which it was. But first I talked to Ryan who is the finance guy before Paul and he said some of the fees you can get back but not all, so he didn't even know the law. I got the check for the fees the next day after having to call 3 different people. Then I decided I wanted to cancel my Limited Maintenance Plan, they said I couldn't. I then Called Ford Canada and 2 different people told me I could within 30 days and that if the dealership didn't oblige to write Ford Canada which I have done. It's funny because the paper I signed has an x in the used vehicle box not the new one which it was, probally makes it void anyway. No where in the Limited Maintenance Plan paperwork that I have and have signed does it say it cannot be cancelled. Attached is the Limited Maintenance Plan sheet I signed. ****** **** ** ******* *****

  Business response

  17/02/2022

  Complaint #********

   

    

  I have ********* the email I sent to AMVIC from last week that clearly shows everything this customer is speaking about. She's right when she mentioned she was mistakenly charged extra fees which was refunded to her the next day after it was brought to our attention. She says she has spoken with Ford Canada about the cancellation of her limited maintenance plan. You can actually cancel an extended warranty or a regular maintenance plan inside of 60 days from purchase, however the LIMITED maintenance plan cannot be cancelled ******* *** *********. And as far as the maintenance package being listed on the "used" side of the page, this is the only way our printer prints these forms, and has nothing to do with a vehicle being new or used.

  AMVIC looked over all of the documentation and closed this case the same day it was opened. They also sent me a closing letter for the file stating they've found no fault at the dealership.

  At this time, having been found not at fault, we consider this file closed, and will not be entertaining any further demands from this customer.

  Any questions or concerns, please feel free to reach out to me directly.

  Thank you.

   

  Griff

*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. ↩