ComplaintsforTitanium Ford

• Initial Complaint

  25/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a car from the dealership used as a demo, took it in after a few months for a concern with the rims, the guy working was telling me that I had installed rim protectors incorrectly, however they came with the vehicle and he was arguing with me that they didn’t. The next time I had taken it in they told me that the frame of the car was bent, never hit anything in that vehicle there’s no damage. They were persistent that it was me that caused this, I have since reached out to their customer support and they have only been listening to the dealership and nothing regarding my concerns. I’m concerned that this is Business is trying to rip me off due to being a woman, I don’t feel that the car is safe to be driving. I’m hoping that with pressure from outside sources they will listen and resolve my concerns

  

  Business response

  03/05/2022

  I have read ********* statement . They purchased a **** **** ****** from Hallmark Ford, Sept 2021  and yes it was in service as a Demonstrator model  . Just prior to the sale on August  25th , 2021 , The vehicle had it's normal first service inspection and servicing at 9077kms . At that time the tires measured at 9/32nds on the front ties and 8/32nds on the rear tires . A new tire on this vehicle is around 10/32nds so they appeared to be in relatively new condition . There was no indication of uneven tire wear or suspension damage at that time  . The vehicle was sold in good faith and in good condition . 

  The vehicle was brought in  for service February 18th 2022 with 19865kms and presented with badly worn tires on the rear (1/32nds) and 6/32nds on the front . We recommended rear tires and an alignment check . The customer came back February 25th to recheck the alignment . . the right front camber and toe measurements were out severely . We suspect the suspension is damaged ( bent ) or the subframe has been shifted or damaged . No further repairs were authorized by the customer at that time . It is likely there has been an impact on the suspension . 

  It is our contention that the damage could not have been there at the time of delivery and must have occurred during the 6 months and 11000kms it was driven .We don't claim to know the circumstances of the damage .  The alignment specs are so far out such as they would cause immediate and severe tire wear over a very short term . It should be noted the technician is a certified vehicle inspector for the province of BC . 

  This may be eligible for an insurance claim under the customer's collision policy 

  It also should be noted for the record that the Hallmark was sold to ******** ******** on February 1st 2022 and operates as ******** **** . 

• Initial Complaint

  26/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The work van has been into the **** dealership in SURREY 152nd street previously, Myself and my colleague observed the wipers randomly going off despite their has been no rain for almost a month The windows opening and closing randomly The van was taken in afterwards the van has more problems than why it was taken in. Radio scanner randomly going off Windows randomly open partially the other one is closed or only open a little the passenger side is half way down ( took pictures after a while of this going on) Interior lights go on randomly Daytime running lights go on or off completely on the van **** states this is normal no lights at all until the van goes into drive a day later the van has all the lights on in park I took videos to show **** what's going on Unknown Chemical coming from the heating vents making me sick **** dealership decides it is because of the Gerry can in the van that i had only placed there that morning it was not in the work van prior to as i can prove by my receipt because it was brand new and only used once. **** states there was fuel in the Gerry can there was no fuel in it it was empty and brand new. **** is claiming the vans smells like an ambulance there is no sterilizing chemicals being used or present in the van at all i carry safety equipment in the van. No germicides No ammonia, No bleach products The van is intermittently wiped down with ** ***** and rinse wiped down on occasion October 15th 2021 I was driving downtown Vancouver in the 2020 **** Transit work van this ongoing unknown chemical caused me to be sick and with projected emesis /diz A very strong concentrated radio frequency, hit the frontal lobe aspect of my head, causing me to become extremely drowsy very quickly almost falling asleep at the wheel , severe headache that lasted more than 12 hours, nausea and vomiting and a burning sensation on top of my head I could have gotten into an car accident and hurt or killed someone or I could have killed my October 15th 2021 I was driving in Vancouver to ***** **** hospital to visit one of our injured workers. I felt a burning sensation on the top of my head then a strong concentrated RF frequency hit my frontal lobe area Causing me to almost fall asleep at the wheel Severe headache that lasted over 12 hrs Ringing noise in both my ears Dizziness Nausea and vomiting (unknown chemical ) dispensing through the heating vents liquid can be heard I took a recording so Hallmark **** dealership can see and hear what's homing on. October 21 Thursday this RF frequency again Causing me to. almost fall asleep at the wheel again No unknown chemical was felt this day Dizziness has continued since October 15 th Ringing in ,my ears has continued since October 15 th Severe headache again. No vomiting October 22 2021 Friday the RF frequency again Causing me to. almost fall asleep at the wheel again This could have caused an accident I could have injured or killed someone or injured or killed myself Ringing in my ears is still present since October 15th 2021 has not gone away Dizziness has not gone away as of yet Severe head ache again Nausea/Vomiting (unknown chemical heavy saturation today I leave the windows down as I drive. I have been driving this Work van for 16 months everyday, Hallmark **** dealership on 152 Nd ave Surrey had ordered a brake sensor which took over 2 months to come in, I brought the van in and once I picked up I the work van from **** it had numerous problems No lights Then lights were coming on Wipers randomly going off or not at all when it raining Windows opening randomly Radio scanning from station to station Door locking it self intermittently Interior lighting randomly coming on when you click the unlock on the key fob Every time the workers van comes out of **** dealership to appears too have more problems than when the van went in my colleague has observed this as well and we have taken video

  

  Business response

  27/10/2021

  Good afternoon , 
  
  
  Although we are sympathetic to the customer's issues . We were never able to replicate any of the complaints that she has listed . We cannot repair what we cannot find .
  
  We never able to locate an odor other than from a fuel container stored in the vehicle . No antifreeze, oil,  fuel or exhaust leak . We even cleaned it at our expense 
  
  The wipers don't seem to go off by themselves . The vehicle is equipped with rain sensing wipers . They can occasionally be "fooled"  by debris or a rain drop hitting the sensor and cycle the wipers . But this does not require repair 
  
  The windows and locks have never gone off by themselves that we have seen . There is no diagnostic information that this has occurred . No errors or fault codes. 
  
  We have already explained the Day Lamp operation to her . The operate as intended . 
  
  Yes there have been delays getting parts . That's a  **** supply chain issue and not within Hallmark ****'s control. 
  
  A 2020 Transit is simply not capable of emitting a "strong concentrated radio frequency" that will invade someone's frontal lobe that puts one to sleep . This suggestion is preposterous. I would think anyone experiencing medical symptoms this severe should seek out a diagnosis from a medical professional . And certainly not be driving . None of our employees have experienced any symptoms when driving this vehicle . 
  
  We cannot , and will not attempt a repair unless we can verify these concerns  . What would you have us do ? That is step one in ****'s warranty repair procedure. We have been courteous and professional and that hasn't always been returned to my employee dealing with her . The customer is obviously unhappy with her experience here . I would suggest she return the vehicle to her selling dealer and speak to senior management there . Or stop at the nearest **** Dealership when any issues occur .
  
  I understand that this complaint has been made by an employee ******* *** ********* ** *** ******** *** ** *** **** ********** ***** . 
  
  
  Doug W*****
  Service Manager
  Hallmark **** Sales Ltd
  604-584-1566
  ***************************

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