Worst Service Experience Ever! I wish there was a negative star…read more
Review part 1:
I am a 2017 Ford Focus SE owner, bought from Lincoln Heights in June 2017. The vehicle has already had transmission problems twice and a steering assist fault until October 2024, and the mileage just hit 89700KM. The second transmission problem and the steering fault happened within two weeks in October. The repair was costly, and the experience was bad due to their unprofessional admin progress, overcharging, and carelessness. The manager's arrogance, judgemental attitude and irresponsible communication made it even worse.
The first transmission problem occurred in June 2020; the mileage was only 38201KM, and it was fixed under warranty.
The second transmission problem occurred on Friday, Oct.6th, 2024, on the highway, showing engine failure and services needed. The first thing I did on Monday, Oct. 7th, 2024, was bring my car to the service centre because I realized it could be something big due to the orange engine sign. I did appreciate they accepted my car without an appointment, and the car died right in front of their office door, showing it was going to be dangerous if I kept driving. I was given an oral estimate of a repair price of $3500. If I would like to trade it in, they offered me $1000. Because the mileage was only 89135KM, I decided to save the car. (By the way, I just referred one of my friends to Lincoln Heights, and they bought a hybrid Ford Escape there 2-3 weeks ago. ) The bill turned out to be $4160.81. I paid it off.
The steering assist fault occurred on FRIDAY, October 25th, 2024, in rush hour while driving through a big traffic crossroad. While I did a normal right-turn, the steering wheel was stiff, and the car was nearly out of control I had to stop it to avoid hitting the telegraph pole. The beeping sounds of cars came from two directions because I blocked two lines. Fortunately, nobody was hurt, and no accident happened. I decided to bring it back again to Lincoln Heights because I need to figure out what the issue is.
When I arrived, I was told I needed to make an appointment before I brought my car in. After I mentioned the recent repair, I got a chance to talk with a tech. They agreed to take my car, and they promised they would check it on the same day and let me know the repair cost asap. Please notice here: it is on Friday, October 25th, 2024.
I received an Email at 1:23:55pm, the same day that showed their estimate was $3061.16, and there was a possibility to get a discount based on the following communication. If I would like to trade it in, they only offered me $500 maximum. I still decided to fix it. They told me they were going to place the order right away before 4:00 pm, and my car should be ready next Monday, October 28th, 2024.
On Monday, October 28th, 2024, I received a phone call from them telling me the parts had not arrived because they made a mistake when they placed the order, so my car could not get fixed until Wednesday. I argued with them, and I got two days' car rental covered by them. In my opinion, it is unfair that I had to pay for their mistake.
On Tuesday, October 29th, 2024, I received a phone call from them telling me the delivery was delayed because the parts were going to be sent to them by another Ford department, etc and I car could be fixed as soon as they received the parts.
On Wednesday, October 30th, 2024, I received a phone call from them telling me the parts had arrived, and my car would be ready on Thursday.
On Thursday morning, October 31st, 2024, I received a phone call from them telling me my car had been fixed and I could pick it up, I told them I was going to pick it up around 4 pm.
When I arrived there, I was shown two copies of the materials, the first one was a new service estimate as follows:
The second one was the fees I needed to pay, and they were as follows:
I was told I had already got a great discount, and this bill already covered the two-day car rental as they promised.
I had never been told by phone or noticed by email about the new estimate of $3952.30, and they charged me way more than I expected. The CORE CHARGE shown on both bills seemed suspicious! I googled it, and the CORE CHARGE meant a deposit fee, etc. and should not shown on the bill. I refused to pay the full amount, and I requested a conversation with somebody in charge. I suggested paying part of the bill and leaving my credit card information to drive my car home. It was late, and it was Halloween. I had a heavy backpack to carry, and the car rental store nearby had no car left. I promised to come back the next day, Nov.1st, 2024, in the afternoon to get the problem solved by talking with the manager. The advisor phoned the manager, however, the manager insisted I need to pay the full bill if I would like to drive my car home. I was a little bit disappointed, but I understand her refusal. She might be afraid I would run away without paying the rest.
