Oakridge Ford

2016 Edge Purchased my first new vehicle from Oakridge Ford a 2016 Ford Edge painted platinum white. I picked it up and drove it over to my sons house to show Purchased my first new vehicle from Oakridge Ford a 2016 Ford Edge painted platinum white. I picked it up and drove it over to my sons house to show it off ,that is when I noticed a scratch on the inner door sill. I took a picture and called the sales man. He asked if i could bring it back so they could look at it but we live about an hour away and it was to late in the evening. I made an appointment to have it looked at then back to the dealership I went. They looked at it apologized and assured me it would be fixed and another appointment was made to have the scratch repaired. At my next visit to the dealership they had a man try to touch up the scratch but the paint didn't match so the service man told me I would have to make an appointment to have the door jam repainted so back home I went. When I returned to the dealership I was given a Dodge SUV for a rental and I left my Ford Edge to be repaired. Finally they called to say it was ready to be picked up so back to the dealership I went. So after one month and four round trips each taking approximately 2 hours I got my Ford Edge back the way it should have been when I picked it up in perfect condition. During my last oil change I pointed out a chip in the front bumper facia to the service representative who informed me they were aware of the problem Ford was having with some of it vehicles. Again they apologized ,assured me it would be taken care of at no cost to me and told me they would call me to set up an appointment to have the bumper facia replaced. The day I dropped my vehicle off I was given a rental and assured the work would be done in two days. I reminded them that my Edge was platinum white and hard to match but the had it all under control. Two days later it was a Friday my husband and I hurried to try to make it to the dealership before the paint department closed but we were a little late and when we saw our vehicle it was obvious the colour did not match. The sales manager came out looked at it ,apologized and said he would have it repainted also since we had no other transportation he personally phoned the rental company to arrange for us to keep the rental again at no cost to me. On the rolling Monday the paint department called and asked what was wrong with the colour and I told them it did not match the agreed to fix the problem. Tuesday afternoon they called and said my Edge was finished and could be picked up but I had a business meeting and was not able to come until Wednesday afternoon. Wednesday morning I got a call from the rental company they said Ford was not going to pay for the rental and they need their vehicle back asap. I left work and drove to the rental company from there we went to Oakridge Ford. When I arrived I was met by Terry Srigley who informed me I was responsible for the cost of the rental I tried to explain that the sales manager had arranged for us to keep the vehicle at no cost to us but he did not care. He told me that my personal life and commitments ( work meetings ) were not his concern, he threatened me with collections if I didn't pay for the rental despite the fact I repeatedly told him the sales manager had arranged everything finally the sales manager came along and verified everything I had said and mr Srigley looked at him and said " then you can pay for the rental" . The whole experience was horrifying I was almost in tears and to top it all off when I looked at my vehicle the colour did not match now it was too dark when I brought this to their attention they pointed to the sign on the wall that said they could not make accurate colour matches I told him my husband was a professional automotive and industrial painter and he would not be happy with the colour match. He did not care. I told him we had had trouble with colour match in the door jam but after two tries the match was perfect he said they would not repaint the bumper and again pointed to the sign and said they were not responsible. I told him I would be taking my business to a different Ford dealer and he just looked at me like I was dirt. Despite my dissatisfaction I took my vehicle home. When my husband saw the paint colour difference he was furious but because of work obligations did not have the time to deal with the issue. When time allowed he contacted body shop manager and told him what he thought of there work. My husband then contacted John Loughlean the Vice President of OakRidge Ford and left a message for him to contact him. The next day Mr. Loughlean called my husband and they worked out a time to bring my vehicle back to have the bumper repaired again. Mr. Loughlean also arranged for me to use a vehicle from their lot wile my was being repaired. When we dropped our vehicle off Mr. Loughlean and Mr. Cadotte were there to great us they apologized and assured us that they would take care of everything personally. On our way home I noticed that the loaner vehicle was running rough. The next morning it would turn over run rough for a second then stall my husband advised me to leave it for 10 minutes and try again at this time it did start but it ran very rough and the whole vehicle was shaking by this time I was late for work. When I contacted Mr. Loughlean to inquire about my vehicle l informed him of the trouble I had with the loaner he apologized and said he was sure the service department had gone over it before he had given it to us. When we finally picked up our vehicle Mr. Loughlean and Mr. Cadotte met with us and apologized for all the inconvenience. What I don't understand is when I contacted Ford Canada they informed me that if our vehicle was still in production the paint would be shipped from the Oakville plant to the dealer to insure an accurate colour match to the body of the vehicle. Also how can I in good conscience recommend Oakridge ford to anyone looking for a vehicle. My first new vehicle purchase has been a nightmare ! Also the collision manager Mr. Terry Srigley should never work in customer service. More