Kitchener Ford

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

Very professional with the customer needs always in mind! Will visit once again if the need arises! mind! Will visit once again if the need arises! More

They have very helpful and friendly staff, work done quickly, dealership very clean and orderly quickly, dealership very clean and orderly More

samantha ,andy were very friendly and helpful. took 2 visits to fiquire out rear wheel sensor ,hopefully all is well. took 2 visits to fiquire out rear wheel sensor ,hopefully all is well. More

Great Sales team, good atmosphere and professional service. I am going to recommend Kitchener Ford to all my friends and Colleagues service. I am going to recommend Kitchener Ford to all my friends and Colleagues More

Once again, the customer experience was excellent from the service dept. I bring my 2021 Escape to Kitch Ford for service and nowhere else. Samantha is extremely friendly & professional. I cant wait to br the service dept. I bring my 2021 Escape to Kitch Ford for service and nowhere else. Samantha is extremely friendly & professional. I cant wait to bring my 2008 Roush in for service and show it to the Team. More

Disorganized and unknowledgeable. I booked a service appointment for 1pm. I showed up at 1pm and they told me to drive it right in to the Garage. I was told it may take a few hours I booked a service appointment for 1pm. I showed up at 1pm and they told me to drive it right in to the Garage. I was told it may take a few hours! I was not impressed but made arrangements and came back in two hours. Once back I saw my Truck was outside, so thought I'll go in and pay and be on my way, only to be told "It says 4". When I enquired what on earth is he talking about, he repeated "the paper says 4 pm". I said, I just spoke to the fellow in desk number 2 and he told me that my 1pm appointment would be about 2 hours, and it's now 2 hours. He repeated, "well the paper says 4". I was frusterated and said this is ridiculous and called my husband to see what to do. He said take the truck and leave - WHAT IS THE POINT OF MAKING AN APPOINTMENT??? Their customer service was pathetic. They don't care about you at all. I was easily allowed to walk away without anyone trying to get to the bottom of it *I had asked to see who made the mistake and they just repeated "it says 4"....I pointed to the fellow that told me to drive it in and I had a 1pm appt only to receive a SHRUG of his shoulders. I believe a 10 year old could have handled this better. This is the second time we've had issues with this dealership. Unless I get a call from a manager that will rectify the situation as MY TIME is also valuable, they will lose a valuable customer----now waiting to see if they care enough to make a correction call. More

Very nice employee's and know their stuff, one thing I not happy about is my paint peeled around d my windshield and ford doesn't stand behind it very disappointed in this matter not happy about is my paint peeled around d my windshield and ford doesn't stand behind it very disappointed in this matter More

Very polite helpful they did everything they could to get parts and get everything fixed get parts and get everything fixed More

No call to find out what was wrong with my vehicle so I stopped by and spoke with someone in service. Was told it was a wheel speed sensor and they could have the part the next day . It was $288 installed stopped by and spoke with someone in service. Was told it was a wheel speed sensor and they could have the part the next day . It was $288 installed he told me . Great , let's do it . Arrive the next day to a bill for $491 . Cant trust Ford. It is who they are More