Purchased a vehicle in 2016, with the CarOne OCFL program. As well as a full warranty, with coverage for up to 140,000 kms. since purchasing we have taken it in for some warranty work, and also to do our oil changes.
Up until recently, we had been receiving our oil changes under the OCFL program. I called to book an oil change, and was informed that they no longer offer the program without the purchase of another service. I asked 'well I have some warranty work that I needs done, can I book it for then?' They Told me no, unless I was paying for the service out of pocket. I said 'I'm not understanding, I have the OCFL', and they said 'the rules have been the same, they're just enforcing them'. Soo... I took my car to ford to get the oil change.
March -- we had a rear wheel bearing that was gone, so we called for an appmt to have it looked at. Wheel bearings are covered under warranty. I went on a Wednesday. upon inspection, they found the control arms needed replacing, as well as some other things. control arms are also covered under our warranty. We would need an allignment, due to control arms being replaced. They gave me an estimate and said 'this is what your warranty covers, this is what you're portion out of pocket will be'. I said, we'll have the warranty work done, the other stuff my husband can do himself. They then told me 'your vehicle is unsafe to drive, we do not recommend it'. Keeping in mind, I have my 1 year old daughter with me. I told them, I don't live in Kingston and I needed to get back Home. I was told 'well I'll have the shop guys button it back up, and you can get on your way'.
She asked when I couldcome back, and we agreed the Friday after I had been there would be best. Friday - I go there for 10:30AM. I was told I would be in and out by the time I needed to pick my daughter up from school. So, I'm hanging around for 4.5 hours. during the last 45 minutes that I was there, I was told 'car should be done soon, there's 2 guys on it right now' . I asked if it'd be done by 2:30 as That's the latest I can stay. No one came back to tell me anything.. about 20 mins later someone came and told me 'they're trying to find you a car, we don't know when the part Will be in'. Confused I asked 'what part?', I had no idea what she was talking about. Come to find out, they had broken something under my car during service, and needed to replace it.
they find me a car. I have a midsized sedan (Fusion), they were lending me a Chevy Cruze. I informed them my RF carseat will not work in this car, as the back seat is too small, and it is illegal for the car seat to touch the headrests in the car. I was told, 'you will have to push the seat all the way up, and your husband will have to suck it up'. I took the car RELUCTANTLY, I had to go.
I called the next morning For a manager. He told me he's given me a courtesy vehicle to do my day to day life. I told him I can't do that, as my family does not fit in this vehicle and it's a weekend. He said 'at some point we hve to say some things just aren't our concern'. I told him this isn't acceptable. he called me back, and said he'd offer me a bigger car as an exception. Then informed me that 'the reason your kind of getting push back from us is because you haven't spent any money with us' ..then tried to coorace me to have the other work done, by telling me 'he knows how keeping my family safe is important to me, and my car is unsafe'.
Bad business, & unprofessional. I was going to be a returning customer as I've been on the market for another vehicle. now I will not EVER return for a purchase. I've raved about this dealership, and now I will never do so again. These people need to learn how to communicate. I told the service department yesterday I'd be there today after work to pick up my car. the manager emails me this morning asking me to bring their car back, and pick mine up today.. talk to your fellow employees, you'd know more things. Try learning respect, and common decency .. it'll get you further in life. read more
