This review reflects a recent vehicle purchase through - jaysbetterbusinesspractices
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 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.
Read More