ComplaintsforJim Keay Ford Lincoln Sales Ltd.

• Initial Complaint

  25/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In the month of December I purchased a new vehicle from dealership. In an email exchange I was offered a 6 year / 120,000km extended warranty at a discounted price of 2036.00$ due to inconvenience of my experience. Once I agreed to the terms and expressed my satisfaction in them offering this gesture to make a client happy - they then switched the price to 3,000$ and then said the best they can do was 2,600$ afer I threatened to go to Ontario Consumer Protection.

  Business response

  26/01/2023

  To whom it may concern,
  
  On December 3rd Mr. ******* purchased a vehicle from us.  On December 2nd he spoke with our parts department on getting a winter tire package.  It was then determined due to supply issues he would purchase the tires elsewhere but he still requested the tire sensors from us at the package rate which we were not inclined to do as it would be a loss on the cost of the part for us.  After becoming upset regarding the tire purchase not going through Mr. ******* requested that we give him the tire sensors for free as paying $50 for them would be an insult as would paying the other dealership where he purchased the tires from.
  
  As for the extended warranty the customer was quoted 5 years and 100,000 kms as this matched his financing terms.  This was always the package we were quoting to Mr. ******* even though he attempted to switch it to 6 years 120,000 in an email dated December 12th when **** ******* the ******* ***** ******* asked his in an email dated December 19th “What was the last amount you were quoted for warranty?” this was for the 5 year 100,000 km plan as we had never quoted on a 6 year plan up to this point. Mr. ******* responded that he believed it was $2200, it was in fact $2600 as quoted by ****** **** our ******* ******** *******.
  
   In order to finalize this situation and try to provide a happy outcome for Mr. ******* **** ******* decided to provide a final offer of $2036.65 plus tax. Mr. ******* then came back with an offer of $2000 plus tax so it’s an even number and then stated that this was for 6 years 120,000 kms. ****** corrected Mr. ******* within 10 minutes of his email to reiterate that the offer was for the 5 year 100,000 km plan as it had always been. 
  Should he want a 6 year plan the cost would be $3000 but we could provide a price of $2600 plus tax as Mr. *******’s mother works for Ford Credit and therefore we are offering A plan pricing as a courtesy.
  
  On January 5th (based on emails sent by Mr. *******) a complaint was registered by Mr. ******* to the Ministry of Public and Business Service Delivery at which time they directed him to contact OMVIC as the proper source for any complaints. It appears that Mr. ******* sent in a complaint to OMVIC on January 11th.  We have not been contacted by either association regarding this matter.
  
  We feel we have done our best to appease this customer who has come from Montreal to Ottawa in order to make this purchase.  We provided the best pricing available due to the A plan status of his mother but feel there is no possible resolution that will end with Mr. ******* being happy and therefore we have no further wish to offer any other compensation to Mr. *******.

  Customer response

  26/01/2023

  
  Complaint: 18897274
  
  I am rejecting this response because:

  I appreciate you taking the time to write. 
  

  Fact of the matter remains that there are always 2 sides to a story Nd unfortunately I see it a different way. 
  

  You left me with no vehicle due to an expired transit, due to incorrect contract and lack of signature. I was forced to take additional time off work per multiple visit to the license bureau. 
  

  on December 12 at 10:58am … after emails on December 2nd and December 6th I finally wrote what I was seeking as compensation 

  December 12th at 10:58 I clearly state what it would take to make me happy … extended warranty at cost for

  6 years / 120,000km NOT 6 years / 100,000 - Clearly written and in no way is there possibility for confusion  

  I appreciate you taking the time to write, although there are always 2 sides to a story  

  As per attached email proof On December 2nd and 6th I was looking for compensation based on being forced to visit licensing bure multiple times due to incorrect contract and lack of signature from Ford staff  - forcing me to take additional time off work. Also due to these issues my temporary transit expired and could no longer drive the vehicle On December 12 th I clearly state and ask for a 6 year / 120,000km warranty- written clearly and not possible to confuse with any other product or warranty

  On December 19th you stated the price was 2036.65$ for a 6 year / 120 ppp warranty On December 19th the price was 2036.65$ … which I happily accept and was very gracious for the gesture given my issues with the purchase of a new vehicle at your dealership 

  In no way shape or form was my intention to mislead anyone - I clearly wrote what I was looking for and genuinely I was under the impression you ALL agreed to the offer of 2036$  

  I was very surprised and insulted that after my appreciation email and agreement to buy the warranty the price changed. I don’t see why you wouldn’t honor it as it was and still is in black and white. Please review and give my perspective a chance before ylu make your final decision 

   

   

  
  
  Sincerely,
  
  ********* *******

  Business response

  26/01/2023

  The prices quoted were $2036.65 plus tax for 5 year 100,000 kms or $2600 plus tax on 6 year 120,000 kms. Regardless of which package you wanted these were the prices offered. We no longer offer these to you and do not wish to have any further business with you.  This will be our final response on the matter of any kind.

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 15th, I received a recall on a part for my make and type of car. Recall #22022-311. I was told at that time that I would get a follow up letter when the part was in and to make an appointment for to get the part replaced. This recall had left my thoughts at the time. on 11/13/2022, I was driving my card, put it reverse, tried to put it in drive, The transmission would not shift back to drive, or to any other gear. I call my personal mechanic, Her came to me and told me that the cable for the transmission had desiderated from the transmission. He was able to get the car into drive for me and I drove it to his company repair shop for repair. On 11/14/2022 he told me that they ordered the part from Jim Keay Ford in Orleans. The part was replace and I drove my car home. A few days later after the 14th. I got a letter from Ford Canada that the part was in and to make an appointment to get the part replaced free of Charge. Then noticing that it was the transmission connector that was being recalled. I contacted them 2 weeks ago on being compensated for my repair. I was told that I would not get a full refund, due to that I got the whole wire replaced and not the connector piece that goes into the transmission. I told that I was fine with what would have been on the recall for reimbursement I was told that I would get a call back with in days. I called them back today to find out the progress and was told that their was nothing that could be done, since they didn't do the work. This was from a person who had no recollection of what had already transpired.

  Business response

  14/12/2022

  Our service manager ******* ****** contacted and spoke to Mr. ******** yesterday. We committed to arranging to schedule to have Mr. ******** bring his vehicle in for an inspection in order to clear the recall on the vehicle. If necessary, the recall will be performed if the repair that was completed at another service facility was not adequate in order to clear the recall. In addition, we committed to submitting paperwork to the Ford Motor Company in accordance with their guidelines in order to seek reimbursement of the service repair invoice in question on behalf of Mr. ********.

  Customer response

  29/12/2022

  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 18562244, and find that this resolution is satisfactory to me.

   

  I took my car in today and they reviewed what work that the other repair shop had done and was issued a refund for the full amount

  
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  07/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a used 2013 Ford Focus Titanium from Jim Keay Ford a few years ago for over $16,000. Ford Canada was involved in a class action lawsuit about the 2013 dual clutch 6 speed automatic transmissions being no good and lost the suit. Ford had to repair or replace the transmissions. In 2017 I purchased this 2013 Ford Focus Titanium with the known to Ford bad transmission, Jim Keay Ford never told me about the transmission issue. My transmission was “serviced” not repaired once by Jim Keay Ford and since the service in 2018 Jim Keay refuses to touch my transmission again unless I pay. The transmission still has the same issue and is non driveable now. Last September 2021 I paid the car off in full. The car onl has 67,000 Kim’s on the transmission. I want it repaired properly at Jim Kesys expense and a loner car while being repaired. This is terrible.

  Business response

  14/10/2022

  A review of Mr. *******’s vehicle history indicates that the last time the 2013 Ford Focus was at our dealership for service was on 05/25/2020 ******* ***** ******** when we performed a mount & balance of the tires and an oil change. The last transmission concern indicated in the customer’s service history was on 05/18/2018 ******* ***** ******** when we completed Ford Motor Company’s Technical Service Bulletin #16-0109 and both the inner transmission shaft seal and clutch were replaced under warranty.
  
  The only Ford program remaining which might apply to the customer’s situation is Ford Motor Company’s “Customer Satisfaction Program 14M02”.  This program would respond if an issue is detected with the transmission control module (TCM), in which case the TCM would be replaced under this program under warranty. If the customer wishes to proceed with determining whether or not this program might apply to the vehicle he would be responsible for the cost of diagnosis in order to make this determination. If it was determined that the TCM required replacement the diagnosis charge would be covered under warranty, if it was found that the TCM was not the issue it would be the customer responsibility to cover the diagnosis charge. Should the diagnosis determine that any issue relates to the clutch, clutch actuator, or any other component, these items would not be covered under the program and the decision by the customer to replace any of these parts will be at their expense.
  
  It should be pointed out that this vehicle is almost 10 model years old and well beyond the original manufacturer’s warranty of 3 years 60,000 km. If the vehicle was still within the original manufacturer’s warranty coverage period the diagnosis charge would not apply.
  
  In conclusion, until the customer provides us with the approval to diagnose the condition of the transmission, and the resulting determination is made on the cause of the issue, this particular situation is considered by our dealership to be a retail repair.
  
  
  

  Customer response

  14/10/2022

  
  ********** ********
  
  I am rejecting this response because:
  The transmission in the Ford Focus Titanium 2013 dual clutch 6 speed automatic transmission was recalled in the United States and in Canada the Class Action Lawsuit was won by Ford owners to have this repaired with no out of pocket expenses. My complaint is Jim Keay Ford knowingly sold my this car in 2018 and did not disclose this known transmission issue and failure at the time of sale. Now my transmission does not work, and twice I went in to Jim Keay Ford and was asked to leave and come back with money before Jim Keay e would ever fix the transmission itself. This was told to me by the garage manager. Not to ignore my reason for this complaint. A major transmission failure and I was sold the car without this issue being disclosed to me. I want my transmission repaired or replaced and a loaner vehicle in its place. My car currently has 67,000km on the engine.As I understand fair sales practice in Canada is to disclose know major critical recalls and law suits.

  Sincerely,
  
  ******* *******

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Few days after performing the oil change service on oct 27, I saw oil on my garage floor and on the driveway. I started hearing cracking sound and noise from the engine so I became concerned and asked a neighbor about the oil spill he stated it was an engine oil. I checked and the oil tank was empty. I immediately called the dealership to inform them about the situation and empty tank. Two workers were sent to my house. They brought two bottles of engine oil with them checked and realized the oil tank was empty. They told me they cannot drive the vehicle back. They returned, topped up the oil and took the car away. They brought the car the next day with an Advisor who apologized for the inconvenience. The cause- they forgot to close the filter and gasket. They apologized and offered me one free oil change. Nov 15, I called and spoke to Service Manager who says he will leave a note on my file but I requested a letter acknowledging the incident and bearing responsibility if the engine develops an issue before or after the warranty. He tried to change the story after “if your engine ran out of oil it wouldn’t last the ride back to the dealership”. He continued in the email response “as regarding to integrity of the engine with the time frame and mileage left before the warranty expired rest assure that if something happen after the warranty expired it wouldn’t be from that incident.”, it wouldn’t be from the incident.” Very unethical and unprofessional. I reached out to the General Manager later. On Dec. 14, 2021, I received a sales rep from the dealership offered me a brand-new **** ****** 2022. 72months and $246.49 biweekly at 2.99 % interest rate. Letter or same condition or better. Dec16 told the General Manager the next day that is the cost of doing business and that they take responsibility for the error and repair cost when it happens On Dec. 20 2021, GM called and offered me an extra 1-year power train warranty i.e. to 2025 which I rejected.

  Business response

  20/01/2022

  To whom it may concern,
  
  We wish to confirm the following facts:
  
  The date of the incident was Oct-27 2021 and the vehicle mileage leaving the Dealership was 32,977km.
  
  The distance between the Dealership and Mr. ******’s residence is 7.3km.
  
  Engine type; 1.5L Eco boost and the engine oil quantity specification is 4.5L.
  
  The engine oil that was added at Mr. ******’s residence after the call was made was 2.0 leaving 2.5L still remaining in the engine.
  
  We returned to the Dealership with Mr. ******’s vehicle to evaluate the leak. We found the leak was coming from the oil filter assembly with 2 gaskets (old one had remained on the engine) we replaced the oil filter, cleaned the engine compartment, topped up the engine oil level and returned the vehicle to Mr. ******’s residence.
  
  After the incident we went back to Mr. ****** residence to clean his laneway and garage floor.
  
  There was not a significant amount of distance travelled or engine oil lost to cause any damage to the engine.
  
  Vehicle Warranty information:
  Vehicle warranty start date: June 28 2019
  
  Engine Powertrain warranty expiry date: June 28 2024 or 100,000km whichever occurs first
  
  
  Dealership Position:
  
  We feel that our actions and our goodwill offer already extended concerning this matter has been appropriate and reasonable in the circumstances.
  
  We wish to confirm that our offer to extend the powertrain coverage on the vehicle by one additional year, at no cost to Mr. ******, still stands. This offer which was made to provide Mr. ****** with some additional “peace of mind”, has been declined to date.
  
  We do not feel that any further compensation or commitments by the Dealership is warranted in the circumstances.

   

  Thank you

  **** ****-*******

  Customer response

  25/01/2022

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

  Jim **** Dealership have tried to change the story to cover up for the dealership by saying the tank was not empty. Besides I drove the car with open gasket for 13 days from October 27 to Nov.8. They must at least accept their safety error and be responsible for any cost in case the engine develops issues after the 5 year warranty. I am asking for at least 5 more years of coverage after the warranty.
  
  Sincerely,
  
  ******* ******

  Business response

  26/01/2022

  We feel our current offer is fair and we stand by that offer which will remain open for the customer should they wish to accept it.  

  Thank you

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

  Customer response

  26/01/2022

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

  I m extremely disappointed with this dealership. I have held three other Ford dealers n high esteem that I have dealt with in the past 30 yrs.
  

  It is a nightmare dealing with this dealership. Own up to their mistake, instead of just apologizing and avoiding the cost of doing business in case engine issue happen in the future. It may not happen but just want  a letter with extra  5 years powertrain warranty

  Sincerely
  
  ******* ******

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