ComplaintsforMainland Ford
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Complaint Details
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Initial Complaint
24/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had a recall for transmission issue of my **** ***** 2015 , i have been there 2-3 times but they only fixed it once and now they arent helping me even my car is still under warranty for transmission recall I am attaching my conversation with the managers and also some billsBusiness response
26/07/2023
Customer came in for diagnosis and as per ****************** the vehicle is operating within specification. Customer then made some comments which made the female staff member feel threatened so much so that she asked a male employee to ****** her to her vehicle when leaving the dealership. He called the following day to speak to management to which he was extremely rude and swearing, which we do not condone any of this customers behavior. We decided to refund his money and advise him he is no longer welcome at mainland ford and that he would have to take his vehicle to another **** dealershipInitial Complaint
13/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have contacted the business service department several times regarding service under warranty and asked for an escalation to the service manager. Although promised a phone call back several times, I never receive one. This is a very common occurrence of neglect and lack of proper customer service. Although speaking to a senior level team member about this exact same issue in the past, it does not look like there has been any improvement in simple communication. Initially (more than a month ago?) I was told that there was a part on order for my truck still under warranty, but the service staff do not seem to know where it is or even how to simply pull up my information to advise.Business response
24/03/2023
I have reached out to this customer and handled this directlyCustomer response
27/03/2023
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.
Sincerely,
***** ****Initial Complaint
17/02/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
My vehicle has been automatically steering to one side which has almost led to multiple accidents I took my vehicle to Mainland Ford they said its because of a control arm that needed replacing paid over $2200 to have issue fixed however it was not resolved they claimed in their error they did not retest and that I would have to pay more to retest, more to find actual problem and more to have it fixed possibly. Manager was extremely rude pointing her finger right in my face while talking to me they took my money have been giving me the run around lots of time wasted and money still no resolution car is still having the same issue which remains unresolved and is dangerous to driveBusiness response
01/03/2023
I have contacted ************ we have offered that he returns the vehicle, and we will have our shop ******* road test with him. At no charge to him.
************ road tested the vehicle with the customer the vehicle drove ok no concern was confirmed. Customer left the vehicle ****************** supplied him with
A no charge loaner we continued to road test the vehicle three more extensive road tests still we can not duplicate the customer concern at this time.
We checked the alignment all is good at this time. All at no charge to customer. We have returned the vehicle to the customer. All is good at this time.
************ said that he called BBB and left a voice mail that he was happy with the resolution.
Thank youCustomer response
03/03/2023
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.
Sincerely,
***************************Initial Complaint
22/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
This dealership has a problem with communication to start. I did bring the issue up to the GM once before, explaining my concern was specifically related to the Service Department and not receiving the initial support I needed. I have also called the main/sales line a few times and asked the front desk for a Manager or the GM, keep being told that I would receive a phone call but never do. The neglect occurs even after I insisted on an escalation if I did not hear back within days. Where is the leadership and professionalism at this dealership and is it expected to have the staff follow by example? As of yesterday, I was told that the Service Manager would call me back after his meeting, but of course i never received a call. As the same repeating concern never gets addressed on a few different occasions within the past few months, I did file negative "customer feedback" with Ford Canada but was told that I may receive a phone call if the dealership cared enough, otherwise I may never hear anything.Business response
12/01/2023
We have contacted the customer directly and the issue has been resolved
Customer response
14/01/2023
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,
***** ****
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Customer Complaints Summary
4 total complaints in the last 3 years.
0 complaints closed in the last 12 months.