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:07/03/2025

  Type:Sales and Advertising 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 purchased a newer Vehicle from this dealership, September 25, 2024. I discovered, 2 weeks after I signed and paid in full, that $*** + $***** in taxes were added to the cost of the vehicle without being told about it. Before signing, I was asked if I wanted additional warranty coverage, to which I said "NO". I since found out that they added coverage for "accidental POTHOLE DAMAGE". That , I would not have approved of if I had been told about it. In 56 years of driving, I have never had such an incident. If that should ever occur, my Autopac Deductable is much less than $******. I fully understand that this was done the way it was done INTENTIONALLY. I was too trusting, and should have noticed the extra added figures before I Signed the bill of sale, that was hastily put in front of me. * **** ** *** ** **** *** **** ********* **** **** ** **** *** *** *** **** **** * ** *** *** *****. We are very happy with the vehicle that we got, but NOT happy with being ******* out of an extra $******.

• Initial Complaint

  Date:05/03/2024

  Type:Customer Service 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.

  February 29, 2024 - I scheduled an appointment with Ford Capital for an oil change. Upon arrival, I advised I wanted an oil change and there was an issue with a sound my breaks were making. The advisor, Rebecca, said they would take a look no problem and had me sign an estimated quote. I believed the quote was $** + taxes. When I arrived to pick up my vehicle, the bill was $**** I advised this was higher than I thought it would be and if I could just see the quote I had signed in the morning to confirm. They either wouldn’t or couldn’t provide me the quote. They then advised they would just charge me the $**. The next morning I received a text from Rebecca asking to use the dollar value of points I had accrued to pay the rest of the bill. I said no as I hadn’t seen the quote yet AND the other service advisor said I was paid up with the $** charge. She said no and that she will be deducting the remainder of the amount from my Ford account. This was after I said she could not do that as I hadn’t seen the quote I signed yet. **** *** ******* ** ********  I still have not received my signed quote and have not heard back from anyone at Capital Ford since. I stated multiple times I would pay the complete bill if I could review the quote I signed, this was never provided to me.

  Business Response

  Date: 15/04/2024

  Good day 

  When we create a work order with Labour assigned to it already like oil changes it puts in the Labour automatically and no parts. As the work order gets updated through the process of repair

  and parts added the estimated price changes. This was explained to Sarah and that is why we couldn't provide what she is asking for. Sarah is also aware that just an oil change at our location is more than $***** as she has had them done with us in the past. For this visit Sarah requested the works package that provides a multipoint inspection and tire rotation. 

   

  I can provide Ford pass points to match her previous invoice for an oil change that was a total of $****** to the current one in question that is a total of $****** this would be a points credit for $*****

   

  Let me know if you have any questions 

  
  

  Trevor ******

  Service Manager

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

  Customer Answer

  Date: 15/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is sufficient. ******** ***** ******** ** ************** ** ** ** **** ******* **** I know an oil change costs $***…not $***…I have still not received the quote I signed and asked for repeatedly. I would like this matter closed to not have to deal with Capital Ford anymore. 

  
  Sincerely,
  
  Sarah ******

• Initial Complaint

  Date:08/12/2023

  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.

  I purchased a car from the Capital Ford Lincoln dealership located in Winnipeg (Manitoba), and during the first service, I received a shockingly high bill of * grand which they said parts needs to be changed which includes 4 grand clutch replacement and 3 grand tire replacement. When I approached Mr. ****** (Manager) to discuss this issue, Mr. ******** behavior was deeply troubling. He *** **** brushed aside my genuine concerns *** **** ********* **** ****** ** ** ******** ****** ******** ****** **** * *** *** **** *** ********* **** * ******* **** ******** *** ******* ** *** **** ******** *** *** * *** ******** ***** ****** **** **** I am shocked how he is handling the business because his tone was so rude *** ** ****** **** ****** **** *** ******* ** **** * ** ******** **** ** **** *** *** *** **** ********* ** ******** ** ********* ** **** **************

  Business Response

  Date: 17/01/2024

  There is some confusion on the recommendations vs required work, especially on the price of tires. On our quote we included 3 options: $******, $****** and $******* for a set of tires (Good/Better/Best.) If you wanted to purchase all 3 sets the price would be $******* but obviously we'd only want to go with one set not 3. Because they all roll up in one it looks like $*k for the tires. The rest of the recommendations include replacing the front brake pads, a brake system flush after pad replacement ($*** for pads, parts and labour incl and $*** for flush, parts and labour incl). The tune up is a recommended service that is coming up and could be done before 100,000km but ultimately in the next 10,000-40,000 is a good idea. That is a few hours of work and 4 spark plugs, parts and labour included is $**** 

  
  Ultimately the clutch, again a recommendation, is something that is likely to require some attention in the future. Our recommendation that was given to you isn't the one that I would have personally offered, however if we were to install a full clutch assembly, a few clutch levers, the clutch cylinder, all the related seals and fluids it would be a $******** recommendation. That said there are a number of options on how to deal with a clutch, especially on a 2015 Ford Focus with over 100k. 

   

  All in all these are recommended maintenances which have all been deferred by either yourself or Anika. These are not imminently necessary or urgent to complete repairs, however they are worth planning for in the next 12-24 months to keep your vehicle in excellent condition. 

   

  I apologize that this was your first experience with our service department. Its certainly not how we would have expected it to go but I do hope that the complementary pick up and drop off service was convenient for you. 

   

  Customer Answer

  Date: 18/01/2024

   
  Complaint: ********
  
  I am rejecting this response because: ** **** *** ******* *** ****** ******** **** *** ******* "MR ******" who asked me about my job status which is totally not related to the bill also told me how business is done. His tone was rude *** **** ** **** ** **** ******* **** *** ** **** ** *** ** ****** **** *** ** **** ** *** ****** *** **** ** **** *** *** ***** **** *********. ****I myself figured out the cause of noise coming from engine that you guys told me that Clutch has gone bad. Yes, that was not recommended but you guys just told me clutch is bad that's why you are hearing noise from engine when shifted gears. Turns out horn was touching the metal part of engine and when put in any gear due to vibration noise was coming. **** ** **** ***** ****** ***** ** *** ***** ***** ** * *** ** **** *** *** **** ** **** * ****** ****** ** ******* Things you are telling now is totally different to what I was told on phone. 
  
  Sincerely,
  
  Abhinav *****

• Initial Complaint

  Date:28/03/2023

  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.

  I brought my truck in for an alignment, 4X4 not working issue and a warranty issue (clunking in the front end). The main concern was the 4X4, that wasn't diagnosed and the alignment wasn't done. I had to bring it in again to get the alignment done and the 4x4 issue fixed. The alignment not being done the first time caused my tires to be extremely worn. I was told that the 4X4 wasn't working because of the tread depth difference. I know this wasn't the case because the first time my 4x4 didn't work all 4 times were all the same ******* *** ******* *********. I was told there was zero problems with any solenoids or actuators and was even told this by the shop foreman (Chris) I ended up taking my truck to an independent shop and bought 2 new tires. I was told the actual root cause was a faulty actuator on the drivers side. (********* ********) If this had been diagnosed properly the first time I wouldn't have had to buy two new tires and have my truck in the shop again. The first time I had my truck in, it was broken into, the rear window smashed. Whatever, that happens, doesn't quite make sense to me why CCTV can't be kept running while renovations are happening though. The second time I had my truck in, it was 'broken into' again. I put broken into in brackets because my truck was left unlocked. No windows were smashed, and the door was left open and there was snow settled on the floor mat, carpet and door compartments (******** ********) Again, to reiterate, if my truck was diagnosed and fixed properly the first time I wouldn't have had a $****+ bill , two more trips with my truck in the shop, and had my contents stolen from the second 'break in' ***** ******* ****** ** ******** ******* **** *** * **** ** **********) I've tried to come to a settlement with Mitch ******, with communication being spotty at best. Often 1-2 weeks without an email back from him, no phone calls and not returning my calls. Last email was March 8 and haven't heard back.

  Business Response

  Date: 03/04/2023

  Good day
  
  Here is our timeline and history we have for Dillon **** case with the BBB.
  Oct 27th RO# ****** the complaint was report on various light are on dash, hill assist,
  Service advance track and abs light.
  We found code for the right front wheel speed sensor. In continuing diagnosis, we found
  That the right front wheel bearing was faulty, causing the issue. At the same time we also found Right front axle seal leak, front pinion seal leak and repaired rear driver side seat belt. All these repairs were performed under warranty at no cost to Mr. ****
  No wheel alignment required under these warranty repairs or was one requested.
  As for the (sway bar link) we sold Mr. **** the bushings on RO# ****** for customer to install.
  
  For Mr. ****’s second return on Nov 23rd RO# ****** complaint was 4x4 temp Disable.
  We found that excessive stress or high energy going through the clutch was the cause. We informed Mr. **** that this could be caused by the difference in tread wear on his tires. This is also documented on RO# ******. It is also noted that the rear tires have cupping and we see causes of this by either low tire pressure was run in the tires or that the tires have been rotated from the front to the rear.
  
  As for the alignment being done on Nov 23rd RO# ****** a promotional discount was given to aid Mr. **** with some of the frustration he was feeling.
  
  For the rest of Mr. ****’s issues with Capital Ford Lincoln, we are not responsible for lost or stolen goods
  While vehicle is on Capital Ford Lincoln property, but to keep a good customer relationship we offered Mr. **** the some of $******* to help with the unfortunate event that occurred while his vehicle was on Capital Ford Lincoln property. Mr. **** refused our offer to assist and replied: This can be settled if you cut a check for $**** and add a couple years of warranty, otherwise we’ll have to go further up the ladder to proceed with this.
  
  Capital Ford Lincoln is not willing to provide what Mr. **** is requesting but we are still willing to provide the $******* we will keep this offer for another 30 days.
  
  * **** ****** *** **** 

  regards

  Trevor ****** 

  service manager 

  Customer Answer

  Date: 17/04/2023

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

  I know for a fact that I asked for the 4X4 to be fixed and alignment done when I brought it in Oct 27. 

  The 4X4 didn't work on August 18 and September 30, both times resulted in me needing to be pulled out. 

  I know my alignment was way out and I asked for it to be done then and it wasn't. That's why a discount was given to me, not because of the 'frustration' I was feeling. 

  The day before I brought it in on Nov 23 I rotated my tires, which is why the rear tires were cupped. They were cupped because my truck was out of alignment, and hadn't been fixed the first time I brought it in.

   

  As for the stolen goods, I realize that you're not responsible for lost or stolen goods. That's why the first time my truck was broken into I didn't make a deal out of it. 

  The second time however was 100% your fault, my truck was left UNLOCKED, otherwise they wouldn't have been able to get into it without breaking a window like they did the first time. 

  The offer of $**** wasn't for my lost goods like you say. It was offered to cover my tires and the actuator vacuum I had to pay our of pocket for because my truck wasn't fixed properly. Mitch ******* told me that MPI would cover my stolen goods, to which I replied that stolen goods are covered under home insurance.

   

  My truck is now off warranty and I actually had to get the whole actuator replaced which cost me $**** If my truck had been serviced properly the first or even the second time it was in this would've all been covered under warranty for me. 

  
  
  Sincerely,
  
  Dillon ****

  Business Response

  Date: 18/04/2023

  I’m sorry that you are rejecting our response.
  
  If  Mr. **** would have asked for an alignment we would have competed one or rescheduled if
  Time did not permit for the day he was in. As for the cupping on the rear tires I previously
  Stated that we see this if low tire pressure was run in the tires or if they have been rotated from
  Front to the rear. As per Mr. **** reply he said he had rotated the tires, so this tell me that they have been run low in air pressure.
  
  As stated in our previous communication a $******* to help with the unfortunate event that occurred
  While his vehicle was on Capital Ford Lincoln property still exists for another 15 day.
  
  
  Regards
  
  Trevor ******
  Service Manager
  Capital Ford Lincoln
  

• Initial Complaint

  Date:23/06/2022

  Type:Billing 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 placed a factory order for a 2022 Edge through Capital Ford and had to put a $500 deposit on the order which I knew was non-refundable. I found out after the fact that through my employer I am entitled to X-Plan pricing through Ford which I notified Capital about. They refused to honour the discount (which equals almost $4K) saying it was due to "inventory issues". Given I was ordering direct from the factory I was confused as to why this applied as my discount wasn't affecting anything on the lot. I called another Ford dealership in town and they said they were honouring the discount. I notified Capital giving them the option to keep my business by applying the discount but they said no. I said I would like to put my $500 deposit towards the cargo accessory package which including taxes would equal approximately $597. I'm not looking for a refund, I'm looking to direct my deposit to another purchase. A manager called me back and said no to my plan. ******************************************************************************************

  Business Response

  Date: 05/08/2022

  Business Response /* (1000, 15, 2022/07/29) */ The client placed a special order vehicle, signed the sales agreement sheet outlying the pricing of the vehicle as well as signed the vehicle build sheet. The vehicle was ordered under her name as per her request and she since decided to cancel the deal to purchase elsewhere. Justin. Consumer Response /* (3000, 17, 2022/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes I did do that and cancelled my order with Capital when they wouldn't honor the x-plan price. My receipt shows nothing about "non-refundable". In saying that, again I'm not looking for a refund. I'm looking to transfer my $500 deposit to a purchase with Capital where they would garner additional revenue because what I want to purchase exceeds $500 in value Business Response /* (4000, 20, 2022/08/03) */ The $500 is a deposit on the vehicle the customer ordered. Not for parts. The customer acknowledged that the deposit was non refundable in her initial BBB comments. The vehicle is ordered. I can't cancel that. If the customer does not take delivery of the vehicle she ordered she forfeits her deposit. This is standard practice.