Do not buy a vehicle from this dealership.
They sold us a lemon, have assumed zero accountability for doing so and know they can get away with it because of Canada’s lack of lemon laws. As a r
They sold us a lemon, have assumed zero accountability for doing so and know they can get away with it because of Canada’s lack of lemon laws. As a result, we have lost at a minimum $16,000 because of their refusal to take any accountability (our $9000 trade in and $7000 cash deposit) for selling us a defective vehicle.
Within days of driving the 2019 F-150 we purchased with 23,000km off their lot in July of 2021 it started to make loud and concerning noises.
We were extremely patient while their service team in conjunction with Ford Engineering spent over 5 months trying, with no success, to identify and rectify the root of this issue this car was sent home with.
Their service team logged over 1000km of mileage on this vehicle while trying to fix it - we keep detailed mileage records. They would often claim the issue was fixed (they had to dismantle and replace parts of the engine) only for the noises and sounds to persist when we got it back.
Prior to purchase, we were told by Jim Keay it qualified as Certified Pre-Owned which means it apparently passed a 172-point inspection by Ford factory-trained dealer technicians.
Either: (1) Jim Keay did not perform the thorough 172-point inspection they claimed to have prior to deeming this vehicle Certified Pre-Owned and suitable for sale, (2) the dealership was aware of the glaring issues with the truck and intentionally chose not to disclose the issue, or (3) whoever performed the inspection was grossly incompetent. All possible options are unacceptable.
In November 2021 we reached out to the GM, Brian Anderson, in efforts to come up with a solution to this problem, either for them to buyback the truck from us or swap the truck for another truck of equal value that we purchased this one for while they properly fix the truck we purchased from them that had to these pre-existing issues. Had any of these issues been disclosed to us prior to purchasing this vehicle we would have never purchased it, and certainly not for $60,000.
In email, Brian, alongside Lori Keay the principal dealer, claimed they acted in good faith when they sold us the vehicle and all they would do is have the service department to continue to work with Ford Engineering to resolve the vehicle issues.
At one point in a voicemail, the GM, Brian Anderson suggested a potential course of action to be for my husband to trade in the vehicle at a loss because it is now “worth significantly less with this undiagnosed issue”.
Translation: We will keep attempting to fix your truck for as long as you have warranty, but we refuse to acknowledge we sold you a defective vehicle and don’t really care how inconvenienced you are by this because we already have your money. Too bad.
Since July 2021, I can’t even count how many service loaners we had to use. They’d give us a vehicle (and 80% of the time it wasn’t even a comparable vehicle to the truck we purchased, my husband requires a truck for work, not a Ford Escape or mini Ford Ranger that we couldn’t even get one car seat in, like they often tried to pawn off on us) and they often had to swap it out for another loaner every few days to a week. We have the stack of paperwork to prove it. The loaner situation itself was a nightmare as a family with two small children that had two car seats. Remember, this vehicle was in and out of the device department from August - December 2021. We finally stopped taking out vehicle to their service department after they were, yet again, unable to fix the truck's issues.
At one point in time they did file for payment relief on our behalf (because I was too irritated in having to deal with figuring that out myself) but they were only able to get 3 of our payments reimbursed (approx $1000), but that is a drop in the bucket of what we have lost because of them.
My husband and I have owned Fords for the last 10 years and it was the biggest mistake we have ever made doing business with this dealership. If you value your hard earned money, take your business elsewhere.