I've waited more than 3 years to write this post. I thought after that much time, I wouldn't be so angry, but the fact is that I feel worse now than ever. I purchased a used car from Donnelly and it's been a nightmare ever since. Some problems were fixed with the extended warranty I was forced to take at $4000 extra. But there have been numerous problems continuously happening with this lemon of a vehicle. Including a rebuilt transmission that was only partially covered. I have put at least another $8000 of my own money in repairs over the 3+ years I've had this nightmare of a vehicle. I will never purchase another vehicle from them and I would never recommend them to anyone else either. read more

It's one of the most reliable ford dealerships in Ottawa. Tried a couple others but it didn't work through on certain repairs. Professional and knowledgeable staff. read more

As someone who has done customer support and through my occupation worked extensively with thousands of car dealerships as a vendor in two countries, I have strong opinions on what makes a great dealership. (I'm as bad as a reformed smoker, I'll just let you know that now!) :-) So far in Ottawa, with Ford dealers, I'm unimpressed with the two we've tried, one of them being Donnelly. What I see: - Poor communication between departments - Poor use of internet to provide great customer service - think service appointments. - Poor handling of customer complaints Let me expand on those thoughts: Communication between departments: We needed service and a part (electronic key fob). Service told us they couldn't help us with the part, and we had to go talk to Parts. Go to Parts and they tell us we need to order it from Service. I told them 'that's ridiculous - you're pointing your fingers at each other and no one's helping the customer". They were chagrined in Parts at me saying that, and honestly had no idea what to do with me. I suggested they bring the concern up to the Parts Manager. No offer for follow-up made, just uncomfortable shuffling of feet. Gave Service similar (but perhaps more tactful) feedback. Same chagrined reaction, but no action. If a customer complains you are being handed an *opportunity* to improve your business by taking the time to understand their perspective, thanking them and then doing something about it! Similar thing happened with Tires - instead of Service taking the lead, we had to order the tires from Parts ourselves and then take the car and tires to service. Crazy! The two departments need to work together to sort out who needs to own the customer - and then actually own the interaction. Internet: I love self-serve. Donnelly has a website. On the website you can click on a button to book service. This sounds great! And I've seen dealerships with very integrated websites that let the customer do much of their appointment booking - love it! This would include showing me that the next x-days are booked and there's no hope in hell of me getting an appointment. Pushed this site's button on Monday at about 9a. Asked what day I want the appointment. (Tomorrow of course!). By Tuesday at about 2p, hadn't heard anything from them, so I phoned and got put into their useless automated attendant service, was asked to leave a voice-mail (that probably won't get returned - ok, now I'm being cynical - sorry!), opted out to operator and got put back to service and finally a live person. She tells me I have an appointment on Friday morning. Really? No email, no phone call - so how am I supposed to know that? They told me I should have gotten an email. Other times when I've used this button, have had similar levels of delayed or non-response. This really needs to be looked at an improved - if not the button functionality, then the response to the button. Or remove the button and force me to call for an appointment, that works too. Customer Complaints handling: In all cases, when something goes wrong, I make a point of letting them know about the issue. I admit I'm frustrated, tell them what I'm frustrated about and suggest that it be brought up as an issue. I either get uncomfortable looks (if in person) or an angry tone for polite words if I'm on the phone. Happened again today. Guess what? I can hear your angry tone and I'm not fooled by the polite words. Someone please get these people training on dealing with customer complaints! All they have to do is acknowledge the problem, ask me some questions if they don't understand the problem so they can understand it and pass it on - and let me know they've heard the problem and *will* pass it on. And then pass it on and work to ensure that it gets fixed. Overall the people are nice, the service (once you can get an appointment) is fine - but they are failing on the little things. There's no incentive for me to return here unless I know it's going to be a problem at a 3rd party shop due to technology or hard to find parts. Would I return: I don't have too many choices for Ford Dealers, and these guys are by far the closest to me, so yes. Would I recommend: hmph. Gotta say no, but again, not any other good options to choose from. read more

I would not even give them one star if it could be helped. Recall work needed on a vehicle and due to covid they said the parts were unavailable. Miraculously though they were available if we paid $2500 out of pocket (which they followed up with "you can battle it out with Ford corporate to get reimbursed".) Bunch of crooks! Make me sick! read more

I wanted to say Thank you again for the great service you have provided me. I will definitely use Donnelly in the future and I have already recommended to my family. Thanks again read more

Called to get recall 18S32 done on my ford focus, service advisor basically said to me that they wont do anything until my car starts showing the symptoms of the recall. One of the symptoms of this recall is engine stall while driving, which kind of concerns me that they want my engine to stall while i am driving before they want to fix the problem. Went to a different Ford dealership where they did it with no problem, same day, and gave me excellent customer service read more

"Mark Choquette provided me with excellent service, and financed my purchase with a lender that allows for the tip portion of my wages, which I found the majority of lenders would not allow for the portion of my tips as my wages. Mark had me approved and in my new 2014 Chevy Sonic within a week of contacting him. I cannot express how stress free this experience was, I recommend Mark to everyone who would like a stress free experience purchasing an auto." Thanks for your help! CP read more

Easily the best shop I have ever taken my vehicle to. Service was fast and cheap and I well well taken care of!

"I drove to Ottawa from Oakville Ontario because Donnelly has provided the best service. I went to another Ford dealer close to me and they did not make me feel that they had my best intentions. As long as I am within driving distance of Donnelly Ford I will make sure they get my business. The sales and financing staff were awesome... I love everything about them... I love my new car and o feel like they really cared...Thanks guys you're awesome!!!" read more

Went in for an engine light on my dash. I scanned it myself and the code was for the throttle position sensor. Just so happened my battery was also dead. They told me that a low battery can sometimes throw false codes and replaced my battery for $400. On the way home my truck threw the same code again. Called them with and did not received a call back. I would steer clear of these people. Quick to take your money but no where to be found when there's a problem with their service. read more

Grant, A note of "special thanks" for remembering us and helping us when we were looking to upgrade our Ford Fiesta to a Ford Focus. Your immediate action on this matter and warm welcome made a world of difference for me and my family. Your personal attention to the most minute detail of the operation of the Ford Focus and all it 's special" features were most appreciated. Thanks to you we not only drove away very happy and satisfied, we drove away knowing that we would always come back to you and Donnelly's for years to come. Shelley Ann Gravel & Stephen Clark Marc, Thank You for being "you". The words "Thank You" are not adequate enough to express our appreciation for the hard work you have done for my family and I over the past several years. You are the most dedicated person that we have ever met that always ensures the happiness and satisfaction of Donnelly customers. We are certain that we would not have walked away with a Ford Focus if it had not been for your dedication to the task at hand. Thanks to you, Donnelly will have our business for life. Shelley Ann Gravel & Stephen Clark read more

Dan and Matt and the guys at the front as well as the whole team from sales to behind the scenes to help desk etc. are all amazing! That is why we keep going back! The service is timely and if there is an extra "surprise" on the car that needs to be fixed they are always great at delivering the news whether good or bad. They are patient and kind and I will always refer people to Donnelly because of the wonderful personelle from Top management to all departments. Thanks guys! read more

I bought a Ford Escape for the second time at Donnelly's and I'm very happy with this car. It's good on gas, it drives smoothly and handles very well on the highway. I've driven many cars in the past and this one is one of the best. The managers, staff and service department guys are great. Everyone is so welcoming and knowledgeable. It's the only place I recommend if you 're looking for a car. read more

The Donnelly body shop department is terrible. I would not recommend this body shop or dealership to anyone. You go in for an estimate for repair and they don't want to help you unless you sign their form committing you to the repair. Very shady and dirty sales tactics. read more

I love getting my car serviced at Donnelly's. It's easy to book an appointment, and the shuttle gives me a ride home and back to the dealership. The service advisors are friendly and explain what needs fixing simply and clearly. I strongly recommend this dealership! read more

I've taken my car in a few times to get oil changes and other major maintenance repairs, and they were all very speedy and the process of booking the appointment and dropping the car off was seamless! Friendly and helpful staff as well as a very clean facility. Overall I was impressed. I typically hate doing car-related things and put it off until the last minute, but the Donelly Ford Lincoln dealership made for a great experience. read more