1 Star - If I could give zero stars, I would…read more
If I could give Thorncrest Ford and the Dilawri Group zero stars, I would.
The sales experience was excellent--until the paperwork was signed. Once the deal was done, it felt like customer service disappeared. I was no longer treated like a valued customer.
I leased a brand-new 2025 Ford Mustang Mach-E on April 12, 2026. Within less than two weeks, and with fewer than 2,000 km on the vehicle, it experienced a major powertrain failure and had to be returned to Thorncrest Ford.
Just weeks later, while travelling to Montreal with my wife, the vehicle broke down again near Cornwall, approximately 450 km from home, late on a Friday evening. We were stranded.
Ford Roadside Assistance would only tow the vehicle to the nearest Ford dealership, even though they knew no mechanical repairs would be performed over the weekend. We had no choice but to rent a vehicle to get back to Toronto, costing us $459.59 CAD out of pocket.
Because I wanted the dealership that sold me the vehicle to repair it, I personally paid $2,385.49 CAD to have my brand-new Mach-E transported back to Thorncrest Ford.
The vehicle remained at the dealership for more than seven days before it was repaired. The problem was eventually diagnosed as a failed High Voltage Battery Junction Box.
When I asked Thorncrest Ford to reimburse the rental vehicle expense, I was told they couldn't because I had already paid for it and that it was "their policy." Instead of helping, they simply referred me to Ford Canada. No flexibility. No accountability. No effort to make things right.
As if that wasn't enough, we were later notified of yet another technical issue involving the front camera system. Thorncrest Ford advised that they would pick up the vehicle, provide us with a rental vehicle, and complete the required diagnostics.
That was almost two weeks ago.
Since then, nothing.
No pickup. No rental. No appointment. No follow-up.
I've called. I've emailed. I've left messages. All I've received is the runaround.
Ford Canada Customer Care has been just as disappointing. Throughout this entire experience, I never felt like anyone was genuinely focused on resolving the issue. I spent more time chasing updates than receiving them. There was never a sincere apology, no meaningful compensation for the significant inconvenience and expense my family incurred, and no genuine effort to restore my confidence in the Ford brand.
The impression I was left with was simple: once you buy the vehicle, the problems become yours.
A brand-new vehicle should not experience multiple major failures within weeks of delivery. A customer should not have to spend nearly $3,000 out of pocket, lose the use of a brand-new vehicle for more than a week, and then spend additional weeks chasing both the dealership and Ford Canada for basic communication.
I've purchased vehicles from Porsche, Mercedes-Benz, General Motors, and other manufacturers over the years. Without question, this has been the worst ownership and customer service experience I have ever had.
This was my first Ford.
It will also be my last.
Based on my experience, I cannot recommend Thorncrest Ford, the Dilawri Group, or Ford Canada. There are dealerships and manufacturers that understand that customer service begins after the sale, not ends with it. Unfortunately, that was not my experience.
I would genuinely welcome a response from Thorncrest Ford, the Dilawri Group, or Ford Canada if they are prepared to take ownership of what happened and make this right. To date, that has not been my experience. I hope no other customer has to go through what my family and I have experienced with a brand-new vehicle.
