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Business Profile

New Car Dealers

Fairley & Stevens Ford

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:28/02/2024

    Type:Customer Service Issues
    Status:
    Resolved
    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 June 2, 2023 I agreed to a lease with Fairley & Stevens Ford of Dartmouth, Nova Scotia for a 2023 Ford Bronco Sport. After the process of negotiation with ***** ********, the salesman, I was led to another room presumably the business manager or similar position to sign the lease documents. I was given a lengthy story about the virtues of an extended maintenance/warranty contract for a cost of $160/month. I agreed to this additional charge. Yesterday I found out to my surprise and horror that this extended maintenance/warranty contract added over $6000 to the capitol cost of the lease. I was never informed of this charge or given any documents signed by me concerning this matter. I was duped! I sent emails yesterday to ***** Moore, General Sales Manager and ******* Smith, Financial Manager, both of Fairley & Stevens Ford. I also tried to contact *** *****, the General Manager, but he hides his email. Neither of these men provided me the courtesy of a reply. The purpose of these emails was a request to cancel the extended maintenance/warranty contract. Later yesterday I was contacted by ***** (sp) a salesman who told me Ford states the extended maintenance/warranty contract can only be cancelled in the first 60 days. I was never told this nor due I believe it to be true. The Ford website says I should contact the dealer to cancel the extended maintenance/warranty contract and the dealer says I must contact Ford. The circular entrapment is complete. The Ford account is: 62586945 The vehicle VIN is ****************3 I want the extended maintenance/warranty contract cancelled and the lease payment reduce by $160. I also want all documents pertaining to this matter, the lease and the extended maintenance/warranty contract specifically showing my signature and the 60 day cancellation clause which I believe is bogus. I was never provided these documents.

    Business Response

    Date: 19/03/2024

    March 19, 2024

    WITHOUT PREJUDICE 

    RE: 2023 Bronco Sport VIN - ****************

    **** **** and ***** ******,
    This is in response to your email dated March 18, 2024 addressed to multiple staff members at Fairley Stevens Ford. 
    Hans, you and I had spoken several times on the phone regarding your issues with the cruise control on your vehicle after I was made aware of your email complaint to ***** *******, one of our Appointment Coordinators on February 26, 2024.
     You also stated in that original email to ***** *******;
     “It is the nature of companies to avoid email since this provides the sender a track record of all correspondence.
     I was trying to contact the business manager/sales manager/general manager but finding their email is near to impossible, done this way deliberately no doubt.”
    For Clarification my email, as well as our other two sales managers emails and both of our business managers emails are clearly visible on our website and have been for well over two years. That is in fact how you found all of the email addresses to put on your email  correspondence dated March 18, 2024.  I chose to call you directly as a courtesy as soon as I received your complaint because it’s been my experience that it is much easier to get to the root of the concern and address it directly via a phone or in person meeting so that nothing gets missed or misunderstood by either party. You and I had a number of what I thought at the time were productive conversations regarding your issue.  I was under the impression that we had addressed it at that time. You were going to come in and leave your Bronco Sport for a couple of days so that we could try and replicate the problem and I would give you a loaner vehicle.
     You are in fact correct that you sent ******* and I an email regarding your issues however that is where the accuracies of what you’ve said stop. I did in fact reply to you by phone, multiple times I’ve attached photos of screenshots from my cell phone showing the length and dates we spoke. We spoke numerous times.  It wasn’t a salesman named ***** that you spoke with, it was me directly and I made that very clear from our first conversation. I also made  my name and position at the company clear during those conversations. ******* did not respond to you as I already had so there was no need as it would have needed to come to me directly anyway for resolution and it would have been redundant.
    **** you’ve also stated numerous times to me both on the phone, in this complaint and in your subsequent BBB complaint (which will be answered today March, 19, 2024) that you received no documentation of any paperwork and were never explained any pricing which in fact is false. I’ve attached your “e-signed” Ford contract and lease documents showing you clearly knew the prices and were aware. I’ve also included a screen shot from ******* Smith our business manager to yourself showing that you received the copies via email.
    Included in the attachments of this correspondence as  well is a copy of the survey sent to your email by Ford of Canada regarding your purchase. You gave all 5’s for all questions including that all paperwork was explained clearly and thoroughly.
     You’ve been extremely belligerent, rude, disrespectful and have repeatedly tried to bully numerous members of our staff. You’ve made serious accusations about us regarding fraud which we do not take lightly. Your email is full of complete and repeated fabrications. In the interest of time and professionalism we are choosing not to address all at this time.
     We are working with Ford now to get the cancellation process underway for you for both FMPP and the extended warranty as well (premium care plus). We are attempting to make this change retroactive for you to September 14, 2023, this typically is not possible for a full refund as so much time has gone by, however we are working to make this possible for you. This will take some time to figure out, but we will have a resolution within 2 weeks of today's date. You will then have the option for us to either give you a cheque for the price of the warranties and you keep the money and continue making your regular payments – or we can apply the amount to your lease and pre-pay whatever payments that amount will cover. Unfortunately, with a lease it will not reduce your payment but it would mean you would have numerous months with no payments. Your residual or buyout amount at the end would remain unchanged regardless of which direction you go as your residual is based on the MSRP of the vehicle and not on any additions to the price.
    As an act of good faith Fairley Stevens Ford agrees to pay you the full purchase price of your warranties and not the cost to the dealership as is typically the case in these scenarios. Your refund will be $7750.
    We will need you to sign a cancellation notice for the warranties as we cannot do that for you. This will need to be done in person at the dealership. You will also need to sign a release that no further action will be taken and the above matter is resolved in full.

    Sincerely, 

    ***** *****
    General Sales Manager

    Customer Answer

    Date: 19/03/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID 21358037, and find that this resolution is satisfactory to me.

  • Initial Complaint

    Date:21/08/2022

    Type:Customer Service Issues
    Status:
    Resolved
    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 put $1000 **** deposit on Race Red Mustang 2022, now they will not return my deposit. Did not take possession of car. Did not drive car. Car is damaged. Want my $1000 deposit returned to my visa.

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