Marlborough Ford

Disappointing value for work done. The plug in end of my block heater cord came off so took it in to be fixed. Had to leave it in overnight as the "part" had to come from Edmonton. Th The plug in end of my block heater cord came off so took it in to be fixed. Had to leave it in overnight as the "part" had to come from Edmonton. They called to tell me the price and as it had been in the minus degrees for quite a few days I had to get it done. I was told I'd need a new block heater cord but what I saw when I got home was shocking. It looks like a new end was just spliced on to the existing cord and taped with electrical tape. And for this I had to pay $277.99. My electrician son could have done this for me for free. Will probably not go back to this location in the future. More

Warranty Issues I drive a company leased vehicle. A service was scheduled for the ‘works package’ which is a tire rotation, oil change and multi-point inspection. Pr I drive a company leased vehicle. A service was scheduled for the ‘works package’ which is a tire rotation, oil change and multi-point inspection. Pretty standard visit. When I dropped off the vehicle in the morning i mentioned a few other issues that I thought should be looked into. One was the radio on/off dial was stuck and some fault messages were randomly coming up on the display. I signed the work order and left. Again seems pretty standard. I heard back from the advisor around 5pm with an update on the vehicle. This is where everything came to a standstill. The advisor explained what the technicians discovered about the issues. The dial part is $730 full replacement part, the fault messages (codes) were cleared but they need more time to determine if parts need to be replaced. He started to continued on until I stopped him and asked, “all this is under warranty right?” And he said, “No, the warranty has expired”. I asked him to stop all work on the vehicle and then started questioning why I wasn’t called about the expired warranty before any work was started. If I had known there wasn’t warranty I wouldn’t have had the issues checked but I wasn’t given that opportunity. His response was they can’t determine warranty unless they have a part number. Then I was told I would have to pay the labour of around $240 plus taxes. Which didn’t make any sense to me. Long story short, the advisor finally admitted that he didn’t look at the mileage when the vehicle was dropped off only after a co-worker stepped in. The co-worker pointed out that mileage is the indicator to determine if the vehicle is under warranty or not. He reversed the charges. My experience left me questioning, was this an attempt at a money grab or was it an untrained advisor? Regardless, the trust has been broken so I’ll be looking for another place to service my vehicle. More

Recall for my Taurus Service consultant Brad was fantastic to deal with. The car was in for a recall, and he kept me posted about the time when it would be done, and also Service consultant Brad was fantastic to deal with. The car was in for a recall, and he kept me posted about the time when it would be done, and also called me back when the mechanic had also finished doing his part. Actually one of the best times at Marlborough Ford. Great job Brad!! More

I think this is my third time coming to this dealership and all experience are excellent, the people their are courteous and understands my needs. When they say that you can pick it up on a certain hour, i and all experience are excellent, the people their are courteous and understands my needs. When they say that you can pick it up on a certain hour, it’s usually right if not earlier. I do recommend their service. More

Block Heater Cord Replacement After over six months I finally have my block heater cord replaced. I returned it the first time for the recall and set up an appointment for the dro After over six months I finally have my block heater cord replaced. I returned it the first time for the recall and set up an appointment for the drop off on the second recall (to replace the cord) but was told after having it set up and there for the day that they didn't have the part. I was told numerous times that they would call when the part came in. I called numerous times in between for an update and was told that they would call. Still nothing. After calling a final time I was told to come into the dealership to sign a work order so they could "specifically" order the correct part for my vehicle. I did that and kudos to Brad P for personally taking this on and providing with updates throughout the process. Finally after about 2 months I finally get the part "specifically" for me and had the install completed. The whole process took about 7 months from start to finish. Ford needs to address their promise of "follow up" calls that they kept promising me or institute a better process in ensuring the part is there, is available for the person that requests it and manage it that way. I felt that Marlborough Ford took the available cords and installed them on a first come first serve basis rather than making the "follow up" calls to the customers that were told that this would happen. I had no recourse if I were to plug my vehicle in while waiting for the "follow up" call resulting in possible issues from the initial recall of the block heater cord. More

I have had two vehicles into the mechanic shop. Both times the sheer incompetence of the service tech left a horrible taste in my mouth. I should have learned the first time. But I gave them the benefit times the sheer incompetence of the service tech left a horrible taste in my mouth. I should have learned the first time. But I gave them the benefit of doubt. Never again. If I could give them 100 negative stars I would. More

Service was great, nice and friendly. They fixed my car on time and shuttle service picked me up. It was a great experience all around. on time and shuttle service picked me up. It was a great experience all around. More

Prompt and efficient service. Always friendly, courteous and very professional. I feel that Kelsey cares about the customer and wants to do the best possible. and very professional. I feel that Kelsey cares about the customer and wants to do the best possible. More

Great service, car was ready when promised. When I picked up my car everything that had been done was explained. Brad was very friendly and knowledgeable up my car everything that had been done was explained. Brad was very friendly and knowledgeable More

Excellent service and very personable. Cassie looked after my every need. Addressed all of my concerns and I left feeling like I was listened too. Outstanding. after my every need. Addressed all of my concerns and I left feeling like I was listened too. Outstanding. More