Kitchener Ford

This review reflects a recent vehicle purchase through Kitchener Ford, viewed from the standpoint of dealership business practices, transparency, customer treatment, and accountability. My brother purc Kitchener Ford, viewed from the standpoint of dealership business practices, transparency, customer treatment, and accountability. My brother purchased a Ford Ranger from Kitchener Ford, and I assisted him throughout the process. It was not a simple transaction. There were timing issues, a third-party inspection, bill of sale questions, pricing concerns, and confusion created during the broader process. What matters most, however, is how a dealership responds when problems arise. In that respect, Kitchener Ford handled the situation well. A major reason the experience became complicated was a separate interaction with Parkway Ford/Waterloo. Since Parkway Ford and Kitchener Ford are under the same ownership, the Parkway experience created serious concerns and caused my brother and me to lose confidence in both dealerships. Parkway’s handling also caused confusion about Kitchener Ford’s bill of sale, including concerns that hidden fees may have been included. From what was later clarified, there were no hidden fees in Kitchener Ford’s bill of sale. Connor Steinbach, the sales manager at Kitchener Ford, handled the concerns in a way that stood out from a business-practices perspective. After an initial discrepancy at Kitchener Ford, he made things right and honoured the previously discussed pricing agreement. Consistency, accountability, and honouring what was discussed are important parts of how a dealership should operate. After my brother and I had essentially walked away from both dealerships because of the Parkway situation, I advised Connor Steinbach. His response was professional, sincere, and clear. He defended Kitchener Ford’s position, clarified the bill of sale concerns, and advised that if my brother still felt comfortable moving forward, Kitchener Ford would honour the agreed-upon bill of sale even though the original timeframe had expired. In my view, Connor Steinbach did not simply save the offer; he brought it back to life after it was essentially dead. That response was the main reason we completed the purchase through Kitchener Ford. It showed accountability and good business practices during a situation where the sale had essentially been lost. Rodney, the sales lead, also deserves recognition. He came across as genuine, professional, reasonable, and a strong example of what a sales lead should be. Connor Fairbrass, the General Manager, was also professional and forwarded my concerns to ownership for review. Kitchener Ford provided a reasonable timeframe for us to arrange a third-party pre-purchase inspection, which was important for buyer due diligence. The vehicle passed that inspection. Pickup was smooth and quick, and the truck was very clean, including an exceptionally clean engine bay. The brakes and rotors appeared relatively new, and the fluids appeared topped up, which added confidence in the vehicle’s preparation. There was a minor discrepancy at pickup involving a fuel charge that we had previously requested not be included. Even though the tank had already been filled, Jackson, the finance manager, handled the issue reasonably and arranged to compensate my brother for the fee. That was fair and adequate, especially since pickup day was our first time dealing with Jackson. From a business-practices standpoint, Kitchener Ford demonstrated professionalism when it mattered. The overall experience had challenges, which is why the rating is 4/5, but Connor Steinbach, Rodney, Connor Fairbrass, Jackson, and the team deserve credit for turning a complicated situation into a positive purchase experience. The contrast between Kitchener Ford and Parkway Ford was almost polar opposite, which stood out even more considering both dealerships are under the same ownership. I commend Kitchener Ford for demonstrating strong business practices, accountability, and willingness to move in the right direction despite the complications that occurred before. More

I had my truck here for recall service. They were quick, courteous and very friendly ! Everyone, from the service manager , down, were knowledgeable, professional and very polite! I recomme They were quick, courteous and very friendly ! Everyone, from the service manager , down, were knowledgeable, professional and very polite! I recommend! More

Good understanding of our car's need for new tires and careful monitoring. Happy to receive ride home and back for the day and a half we were without our car. The new tires installed on April 23, 2026 are careful monitoring. Happy to receive ride home and back for the day and a half we were without our car. The new tires installed on April 23, 2026 are great and the other work done excellent, and as required. Thank you. Chuck Lefaive with Bernie Butts. More

Friendly polite staff always a pleasure to deal with. . Call when they say they will . . Call when they say they will . More

Service technician Terri, is very professional, goes above and beyond to ensure satisfaction. I mean he is approachable, and friendly. I was never really a ford guy per say (I liked the Bronco bad above and beyond to ensure satisfaction. I mean he is approachable, and friendly. I was never really a ford guy per say (I liked the Bronco badlands look) However it is interesting how interaction with staff such as Terri has made me feel values and definitely will continue to consider ford for upcoming vehicle purchase More

I dealt with Kevin Tran. Ordered a Maverick. Was 3 months from order to delivery. This is impressive compared to many people in Canada and US who have waited over a year. Ke Ordered a Maverick. Was 3 months from order to delivery. This is impressive compared to many people in Canada and US who have waited over a year. Kevin kept me updated throughout, answered any questions I had, and delivery was simple. More

Kitchener Ford always is doing a good job. In time and work well done. I will recommend Kitchener Ford to all my friends. In time and work well done. I will recommend Kitchener Ford to all my friends. More

The Kitchener Ford Service team handled the change out of my 2020 F150 5 liter engine in a very professional & timely manner, once all the parts arrived in Kitchener. They even supplied a rental vehicle, fre my 2020 F150 5 liter engine in a very professional & timely manner, once all the parts arrived in Kitchener. They even supplied a rental vehicle, free of charge, while my truck was being serviced. More

Great service. Great staff.; every one very helpful and professional. Would highly recommend Kitchener Ford. Great staff.; every one very helpful and professional. Would highly recommend Kitchener Ford. More

Hello, below is an email I sent to Eddie (Service Manager) after a hugely disappointing service appt on Nov 12. I did receive a call back saying he would look into the matter and that was the last I Manager) after a hugely disappointing service appt on Nov 12. I did receive a call back saying he would look into the matter and that was the last I heard from them on Monday Nov 13. You guys just lost 2 customers. Below is the email I sent. ‘My name is David Allan, and I visited your service department on Saturday Nov 11 to have my new Mach E’s first service completed, a new set of winter tires installed and to have a tech confirm whether the 3M hood protector was indeed installed or not. The only thing out of the above that was completed was the vehicle service. The winter tires and rims that I ordered 6 weeks ago were not available to be installed as they were not in your facility. I am aware that the tires/rims were at a time in your facility because I had received a confirmation of my appointment and informed that the tires were in and set aside for my appointment. When I purchased this car from Kitchener Ford this year, I had the 3M hood protector installed, however I noticed a stone chip on the hood that made a scratch in the paint and after a deeper look, I could not see the 3M protector. I have had this installed on previous cars I have purchased and know what it looks/feels like, and I cannot see it installed. I had requested this to be looked at during my service and this also was not looked at. In additional to the above, I brought my daughter to Kitchener Ford to have her first car and new to her 2008 Ford Fusion serviced for the first time since she bought it a few months ago. The previous owners only ever had it serviced at your dealership where it was bought new from. This first impression was not the best. I live in Grand Valley, which is near Orangeville and is roughly 1hr and 20 minutes away from your facility. I lost almost 3 hours in driving time, plus the 1.5 hour waiting time before the service coordinator even told me the tires were not installed. That was how I spent my Saturday. I could have purchased these winter tires/rims from Blackstock in Orangeville but wanted to go back to Kitchener Ford where I bought the Mach E because of the excellent experience I had with the purchase, and to introduce the dealership to my daughter as she lives right near the dealership and is a new Ford owner. Placing an order for brand new tires and rims was what I believed to be a proactive decision because I know how busy this season is (as one of my family members is a service manager at another Kitchener dealership), and I am aware that they were available, but your team sold them to someone else instead of keeping them for me More