Fraser Ford Sales Limited - Service Centre

SERVICE Fraser Ford has amazing service department. They are upfront on what you need and done in a timely manner. Lets you know what to expect Fraser Ford has amazing service department. They are upfront on what you need and done in a timely manner. Lets you know what to expect More

Service experience Very plesant staff, the drop off for the appointment was very smooth and my car was ready at the promised time.. Service was top notch.. Very plesant staff, the drop off for the appointment was very smooth and my car was ready at the promised time.. Service was top notch.. More

Fast & Resolved I brought my car in on a recall. When I got my car back the horn on the steering wheel was not seated properly. I brought it in and noticed later, it I brought my car in on a recall. When I got my car back the horn on the steering wheel was not seated properly. I brought it in and noticed later, it still was not seated correctly. The third time I brought it in it was fixed within 15 minutes from the time I got there. Thanks for the quick service. More

11 hours to complete a service recall It seems that my time was not valuable and I was not as important as other customers. No one seemed to care. My car was scheduled for 8 am, I got it b It seems that my time was not valuable and I was not as important as other customers. No one seemed to care. My car was scheduled for 8 am, I got it back at 745pm. More

A major let down. After 4 issue with them I have parted ways In October 2017 I purchased a 2017 Ford Escape and a 2017 Ford Mustang GT. The Escape was used during the winter and the Mustang was immediately store In October 2017 I purchased a 2017 Ford Escape and a 2017 Ford Mustang GT. The Escape was used during the winter and the Mustang was immediately stored for the winter (summer use only). I tried to use the Tire Compressor on the Mustang to inflate the tires for storage and it was not operational. I called Fraser Ford and they advised I would have to make an appointment and bring the car in so they could look into the tire compressor pump. I tried to explain the car was in Storage and this air pump was not attached to the car and it I could just bring it in and swap it out. After multiple phone calls and emails they figured out the car was not required to be on-site to replace the faulty tire compressor. I was told that I would be called that following Monday as it was due to arrive. The following Friday after the Monday has passed I called and they advised that it’s been sitting here for 5 days now already. I drive over and they ordered only a partial kit. So I had to wait an hour while they tried to figure out how to remove the puncture repair fluid from my kit and install in the new compressor. Total time wasted was nearly 2 hours. Week later I had tried to order a Track Pack spoiler for the mustang for nearly 3 weeks. I had called multiple times, placed on hold. I also sent an email including the parts associate and the parts manager and never received a reply for almost another 2 weeks. I ended up ordering the part from Eastgate Ford. I just recently brought my Mustang out of Storage and immediately brought it over to the Fraser Ford Fast lane for an oil change. It only had 400 km on it but was sitting for 6 Months, so I thought it be best to bring it in. I drove up to the fast Lane and spoke with the service advisor and was advised that I need to make an appointment. I said that your website advertises that appointments are not required. I was advised they are when busy. I was told to come back 3 hours later and to bring it directly to the fast lane staff and they will have an appointment booked for me. The fast lane staff (2 ladies) were awesome, kept a great conversation while the car was getting the oil changed. Completed in a little less than an hour. When I was driving home I could smell oil. Once I got home I had a look around but could not find anything. An hour later I was moving the car back into the garage when I noticed 3 large oil spills on the driveway. I call Fraser back and was once again advised an appointment was created for the next day for them to look into it further. I brought it back and after 5 minutes advised that oil was spilled when the filter was removed and not cleaned up afterwards. It must have been one heck of a spill because my driveway had three 4 inch in diameter stains on it. So after all this has occurred I decided to make sure I have the wheel lug keys as both vehicles had locking nuts on the rims. Well I checked in all the usual places and found nothing. I called Fraser to find out where they may have been. Fraser asked my for the stock number on both vehicles when sold. I dug this info up and provided it to Fraser Ford. They called me back 5 minutes later and said both Locking Keys were still at Fraser and never provided during the PDI (POST DELIVERY INPSECTION). I would have hated to require this lock key in an emergency and not have had it. I have received apology after apology from this place. For me Fraser is too much of a risk to continue doing business with. Fraser Ford has a great mission statement on the website OUR MISSION At Fraser Ford Sales Limited…our mission is to provide the best personal service and value, and to create an atmosphere which inspires Innovation, Loyalty and Above Class customer service in all areas of our business. For me Fraser Ford did not deliver on 4 separate occasions. So enough is enough, not to mention I have been called and emailed so many times in the last week thanking me for my business and was everything to my satisfaction. I am not sure what been going on with Fraser Ford, I was recommended to them from a close friend, who now himself won’t go near this place. Fraser Ford, please put your customers first. When issues arise take ownership of them immediately, including implementation of new processes and procedures so other customers don’t become victims. More

Ford Warranty Work Took the Edge in for a gas tank under warranty, work was performed by noon and car was returned soonest. These guys are efficient and polite. Thank Took the Edge in for a gas tank under warranty, work was performed by noon and car was returned soonest. These guys are efficient and polite. Thank You More

After sales service needs improvements. Sales is 5 stars, I dealt with Mike. Purchased two new 2017 vehicles the same day and traded in my 2013 Ford Edge. I have left a 5 star rating for the Sales is 5 stars, I dealt with Mike. Purchased two new 2017 vehicles the same day and traded in my 2013 Ford Edge. I have left a 5 star rating for the sales team. Parts and service left a not so great impression. I had messages and e-mails not returned from there parts department (hey I was trying to spend more money with them) for over a 2 week period. Ended up ordering my parts from another dealership. Escalated the issue to the Manager but no action was taken that I am aware of. I had an issue (tire compressor was dead) with the Tire repair kit / compressor so I phoned the service department (warranty) and was advised that I would have to make an appointment and bring the car in to exchange the tire air compressor. I explained that my car is in storage for the winter and it makes no sense having to bring the entire car in to exchange a 7 day old tire compressor/repair kit. After an escalation to the Manager they ordered one in for me. Was to be called first of the week Monday to pick it up. I called them on the Friday after the Monday and was advised it was waiting for me to pick it up. So to summarize, the sales aspect of the deal was great, after sales service is lacking / definite room for improvement. More

2nd vehicle purchase in 3 years Kristine Payne has sold me 2 vehicles. I went to her 4 yrs ago. A woman on her own and not well versed on purchasing a vehicle. I bought a 2011 Ford e Kristine Payne has sold me 2 vehicles. I went to her 4 yrs ago. A woman on her own and not well versed on purchasing a vehicle. I bought a 2011 Ford escape. I was completely happy. She defies all stereotypes of car sales people. She is honest personable knowledgeable friendly and honest. I will not deal with anyone else. I completely trust her and so can you. I just bought a 2014 escape and as usual I am thrilled. Highly recommend Kristine Payne for all your vehicle purchases. You will not regret It! More