River City Ford

Lack of Communication I did not buy my vehicle at River City, but my wife bought her last 2 vehicles there. I thought I would try bringing my F150 in for service to see if I did not buy my vehicle at River City, but my wife bought her last 2 vehicles there. I thought I would try bringing my F150 in for service to see if they could do right by me and earn my next truck sale. They did not. I brought the truck in as my dash was warping which was concerning on a truck only a year old. I was told pictures would need to be taken to get approval from Ford. That was all fine. I had to bring in my truck a few weeks later for a glove box repair, and no one mentioned anything about the dash. My wife tried calling a few times, and it became apparently that it's very hard to get a hold of service, and if you don't, they won't call you back when you leave a message. My wife was finally able to get a hold of someone yesterday. As she's at home and I'm working, it was more convenient. At that point she was told the dash replacement was approved and we could bring the truck in around the end of the week. She was also told that they may have to order some parts from the states that may take a month to arrive. I was confused, we've gone from not hearing anything from pretty much being ready to go. It didn't make sense. I asked her to call back and again, it was difficult to get a hold of anyone. So I tried calling. I got a hold of someone and asked to speak to the shop manager and was told he was gone for lunch and would back around 1. Had to go back to work so my wife called then. He wasn't back apparently. Now we're starting to get frustrated, the service advisors aren't giving the full story and we can't get a hold of the person who should be able to give us the whole story. So at a certain point in the day I went through the web chat and demanded that the service manager contact us. All of a sudden, Derek calls my wife and then myself. The story then becomes that Ford initially denied the repairs, but then approved them about a month ago. Of course the service advisor should have kept us in the loop in regards to this but did not. We're not good to go at all, no parts have been ordered. They want the truck to come back to look at before they order parts: "But why would you need to look at the truck again to order parts?" "That information was in the old system. We switched to the new system and lost a lot." "What about the service bulletin that I have that shows the whole list of parts required?" "I'm going off what the service advisor is telling me, we have to bring the truck back to take a look." "But I just had my truck in recently." "I can see that but I can't see what it was for on the new system." From what I can tell, there's been a very large lack of communication, and I've lost all trust with this dealership. At this point, our vehicles are no longer going to River City and we will not be purchasing any new vehicles there. I did let Evelyn know this was the case and she mentioned she would pass it on to Kyle. To me we seem to be at least a month away from a dash repair or replacement due to a poorly run service department. I would have liked to see the parts ordered as soon as Ford gave approval and I would have liked to have received a phone call as soon as the parts arrived. This was not even close to the case. More

So far so good Came here after being disappointed, again, by birch wood collision. Scott was totally attentive understood what I was saying and went above and beyond Came here after being disappointed, again, by birch wood collision. Scott was totally attentive understood what I was saying and went above and beyond. The work has not been completed yet but the beginning of this process has been awesome. More

Poor quality of service I brought in my 2011 Ford Fusion for a recall on May 22nd, later that day they called me asking if I wanted my summer tires put on because I happened I brought in my 2011 Ford Fusion for a recall on May 22nd, later that day they called me asking if I wanted my summer tires put on because I happened to have them in the back seat at the time so I gave them the o.k. Not one day later after receiving my car I could hear a loud sound coming from the drivers side that was not there before, so naturally I pulled over to investigate and found the lug nuts were literally finger loose! Now it was easy enough to re-torque them even though I hadn’t driven 100km since the service but I also had to take the tire off to make sure there wasn’t any damage to the studs. When I pay $50 for the convenience of not having to rotate and change my own tires I expect it to be done professionally. The fact that they couldn’t properly fasten my tires makes me question their quality of service. Still waiting to hear back from their customer service rep who promised to be in touch last week and met the situation with nothing but attitude and annoyance when it was originally brought to his attention. More

Great customer sevice Very helpful and prompt service highly recommended will be back for next service in fall pull right in there sevice area welcomed to river city very f Very helpful and prompt service highly recommended will be back for next service in fall pull right in there sevice area welcomed to river city very friendly More

Amazing service Right from the beginning I had amazing service and I will for sure recommend anyone I know to go here! I didn’t have rental insurance but they were ni Right from the beginning I had amazing service and I will for sure recommend anyone I know to go here! I didn’t have rental insurance but they were nice enough to take care of it for me and they did an amazing job, that’s what you call customer service!! More

2018 GMC Acadia Service was amazing, courteous, professional and satisfying. I would most definitely recommend family and friends go to River City Collision for any w Service was amazing, courteous, professional and satisfying. I would most definitely recommend family and friends go to River City Collision for any work needed. My experience there is always positive. More

Never buy the extended warranty. When I was presented with the extended warranty for me to buy for my vehicle, the dealership did not discuss anything with me in regards to what I was When I was presented with the extended warranty for me to buy for my vehicle, the dealership did not discuss anything with me in regards to what I was entitled to for money back on my unused warranty should the car have been sold or was a total loss. During the process of communicating both with the dealership and the warranty company, both parties failed to answer my questions that I had asked of them. I had asked them to provide me with a calculation breakdown of how they had came to the dollar amount they wrote me on the cheque. I was bounced back and forth between the dealership and the warranty company and my questions remained unanswered. I was not provided with a calculation and was even ignored by the employees of the dealership. As a customer, the dealership should have went to the warranty company on my behalf and at least attempted to give me insight. However I had to reach out myself. In fact, the dealership had told me it was the warranty company that was to provide the calculation, and the warranty company told me it was up to the dealership to provide me with the calculation I had requested. I would not recommend purchasing any type of extended warranty, in addition to going to this dealership for any type of car purchase. I had spent thousands of dollars only to get a few hundred back. When the warranty went unused, I had the car for less then half the time I was covered for my warranty. It is my guess that a good chunk of this money was kept for commission sales and that’s why I had not been given any calculation. I knew this number wasn’t just pulled from a hat, but why couldn’t I receive a breakdown based upon the number of months, kilometres and time remaining in the warranty? The service in a dealership is only exceptional when at the time you purchase your car, as to be expected. After you leave the lot though, service is questionable. More

Overall experience was positive. 1. Booking an appointment with the online chat was easy. 2. Immediately greeted upon entering the dealership. 3. Sales Consultant was courteous and 1. Booking an appointment with the online chat was easy. 2. Immediately greeted upon entering the dealership. 3. Sales Consultant was courteous and respectful. 4. Completing the final paperwork took a bit longer than expected. More