Stay away, poor communication with this dealership. I purchased a 2021 used ford escape. Needed to get a new key fob. Had purchased the platinum plus agreement which can get you a new fob. Called the business manager who referred me to the service department. I got a lady on the phone who asked to see the agreement, did that and then she asked after many emails and non returned phone calls that i needed to give her the kilometers on the vehicle and she would get back to me as they needed approval from the insurance company. I had not heard from them in 4 weeks so I called the insurance company, gave the VIN and agreement number and was told no case had been opened. They also told me they did not need the km on the vehicle and approvals are almost instantaneous. I got the ph number of another ford dealership that was closer to me. Had the new fob programed and did a recall that should have been done before the vehicle was delivered to me as it was from 2023 and this was September of 2025. Also the clean up of the car for delivery was not great, car was washed but inside not really detailed, but I didn't say anything as I wanted to get out the dealership. I also called my salesman, a long timer at the dealership and he said he would look into the situation and call me back and that was 2 weeks ago. Haven't heard a word. I would avoid this dealership, communication is poor, they were not happy i never took any extended warranties (boy I am glad I didnt). Just not a good experience over all. read more

You can have the best car in the world, but if your dealership sucks, it's going to be the worst car in the world... I've been to a few Ford Dealerships in my lifetime, and so far, Heritage Ford has been the best (Donway, the worst).. They usually get work done on time (or sooner in many cases), are friendly, and have helped arrange free rentals or rides when need be. They even wash the car with every service. I also enjoy the fact that they have a 'small family dealership' vibe where they are approachable, helpful and pleasant -- all despite having the facilities of a typical new, faceless large dealership. I've had them do recall notices, service, and not-so-minor mechanical repairs to my car, and the experience has always been positive. I'm docking a star for the logo (and because nobody's really perfect) -- I just can't do it on my car (sorry guys!)..Everything else is awesome. read more

I just purchased a 2016 Ford F-150 from this dealership. The truck is great but the customer service was not. We were given a time to pick up the vehicle. When we arrived the truck was not ready. The ownership documents were not there, the bed liner had not been installed and the car was not fueled. We waited for two hours to get the truck. When we finally left we noticed that we had been charged $70 for gas and $70 of gas was not in the tank (more like $30). The sales staff was apologetic but that isn't the point. The customer service was lackluster. Conversely, my wife got an Audi from Downtown Toronto Audi several months back. The Ford and the Audi were comparably priced but Audi's service was absolutely impeccable. I have experienced excellence and mediocrity in car dealership customer service this year. read more

Excellent workmanship. They detailed my vehicle which surprised completely. I highly recommend both the shop and the personnel there

The work performed in my truck was ok. The only complain I have is regarding the complimentary car wash. I had to wait 45 minutes after I paid for the service to get my car keys. Somehow they forgot about me in the waiting area. My car was ready but I was not notified. After I complained with the cashier, she realized my car was ready to go. read more

I very much like Heritage Ford I just didn't like my last experience with an Oil Change. I was went for the $69.99 package but was charged $72 plus $5 for an extra liter of oil. When I left my truck for service I wasn't offered a ride home and when I was called about the inspection I was definitely being hard sold on work that didn't need to be done, and again wasn't offered to be picked up. I feel this is because I declined the extra stuff since I want a second opinion. The guy on the phone also hung up when I was still trying to ask a question. read more

The thing I hate about the diagnostics in newer vehicles is that the error code can be a number of things. I recently paid over $800 to have 2 sensors replaced after the check engine light came on. Two days later, the light was back on and I was advised yet ANOTHER sensor needed replacing at an additional cost of over $600. Thankfully, after a phone call to Ford Canada, we only had to assume 1/4 of that repair cost. The service department is clean, great pick-up/drop off service and Toni, my service advisor, is great to deal with. read more

I don't normally take the time to write reviews of any type for any business however I read them frequently to help make my own decisions. In that spirit, and for all the other people out there like me, I would be remiss not to share my very unfortunate experience with Heritage Ford in Scarborough. I leased a brand new 2013 Ford Edge in December 2012. In April, 4 months later, I shut my driver's side door as I normally would and the entire back window on the tailgate shattered and blew out. I was shocked; luckily my kids were not sitting in the back seat. I immediately called the dealership and, seeing as it was Friday afternoon, they indicated that there wasn't much they could do until Monday and that the part would need to be ordered. I asked if I should come over so they could see it and ensure there would be no issues in terms of covering the cost under warranty. They basically said, "sure if you feel like it". When I got there after driving very slowly so as not keep dislodging pieces of the widow into the back storage area of the truck, the service manager looked at the back window, took a few pictures and told me to bring the truck back Monday. No one offered to tape the remaining parts of the window or tarp over the now basketball-sized hole in the window I was left to do that myself. I was sent away with a warning that it would cost about $900 to fix and that they would try and make it a warranty claim Monday with the warranty office. Long story short the claim was denied while the repair was being done, I was given a number at head office that I could call to try and appeal my own case, which was also denied at which point the dealership, said they would pursue a "goodwill" claim on behalf but that would take a week. Essentially they could not show there was a defect in the window which I guess makes sense since the window was in thousands of pieces though I would have thought that by itself was a defect. I was offered a sad $100 discount on the repair and paid $750 out of pocket. 4 weeks later and the dealer has not called back about the goodwill claim despite my 4 follow-up calls to them. I even tried to speak with the dealerships general manager and I was blown off. To top it all off they broke the latch on the back lift-gate while fixing the window and had to keep the truck an extra day, it still doesn't shut well consistently, the repair was done shoddily leaving pieces of glass all over the back deck and inside the gate between the panels even though I asked ahead of time to make sure that was cleaned out and there are tiny scratches all over the back bumper and paint work around the window thanks to their "repair" work. Bottom line, avoid this dealership at all costs unless being ignored or talked down to when you do get them on the phone and spending hundreds on "non-warranty" repairs to brand new vehicles is your thing. read more