If there was an option for less than one star I'd pick that. Literally the worst customer service and purchase experience of my life 47 years on this earth and I've seen some awful stuff but this place should win an award for worst dealership in Canada. Delivered a leaky vehicle full of water and after driving up and down the island several times over almost a month after purchasing the vehicle dealing with repairs they gave me one final kick in the nuts and left me with barely enough gas to get to the gas station in the hand off at the Campbell river dealership not involved just a handoff point I will never walk into another Ford dealership again as a result of this experience. If you are shopping for a vehicle skip this place you are literally better off going anywhere else. Got a lot to say but the coles notes version is skip this dealership if you value your money and time and want an experience that isn't a hassle. read more

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We leased a 2024 Ford Bronco Sport from Steve Marshall Ford on April 8, 2025. We agreed to a $40,000 all-in price -- signed in writing. But when the final lease paperwork was printed, the total had jumped to $43,695.50. No explanation was given, and no breakdown of the $3,695.50 increase was provided. We were not shown any accessory menu or given a chance to approve or decline the extra charges. These included a $1,995 "SMFL Bundle," $319 for undercoating, a $450 lease acquisition fee, and an $899 documentation fee -- none of which were clearly disclosed or discussed with us. We also came in looking to finance, and specifically asked about Ford's advertised 0%, 0.99%, and 3.99% interest rates. We were told those didn't apply because of a $7,000 rebate -- but that rebate never appeared in the final numbers. Instead, we were told the MSRP was $52,000, even though the official window sticker says $49,930. The "post-rebate" price of $45,000 was mentioned verbally but never appeared on any document. By the end of the day, we had been quoted or shown six different prices for the same vehicle: * $52,000 (verbal MSRP) * $49,930 (window sticker) * $45,000 (claimed post-rebate price) * $43,695.50 (lease capitalized cost) * $47,500 (insurance paperwork) * $40,000 (signed deal sheet) That kind of inconsistency speaks for itself. We've filed formal complaints with the Vehicle Sales Authority of BC, Ford Canada, and other oversight bodies. We've kept full records of everything -- emails, pricing sheets, lease documents, and insurance files. If you're a first-time buyer, please slow the process down. Take every document home to review, and don't sign anything on the spot. Ask more questions than you think you need to. We wish we had. read more

Not impressed with scheduling and vehicle pick up service. They were an hour late and wont knock on door as that is not in there policy. Recommend just dropping off vehicle in person. read more

I would not recommend Steve Marshall Ford specifically because of their service department. They have never been a help to me after purchasing a vehicle... they sure like to overcharge for maintenance though. Rather than ranting I will just say I don't recommend this business read more

While we were waiting for our repair, we came across a deli inside the service department. We noticed the lady behind the counter appeared to have no culinary skills as she was using the same knife and cutting board for raw meat and vegetable garnish. Surely Canada has food preparation guidelines? Nora became very rude and abrasive and tried to ensure us that she is properly trained and uses proper sanitary technique. Her food preparation area was filthy and definitely told us otherwise. Instead of risking our health, we took a cab to a cute little mall down the street where they had a food court. Bad experience at the car dealer, but had a great trip to Tofino. read more

Sunshine Mountain - Dirty dirty dirty food preparation area. - Auto Repair Near Me - Nanaimo, British Columbia

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I love this place! I've been having my F150 serviced here for a while. Have had absolutely no issues! Service department in particular is awesome! Super friendly staff. But they also seem to be quite knowledgeable from the few chats I've had with a few of the technicians. read more

Watch out for this dealership. Bought a two year old vehicle with low km paid for extra warranty. Found out it had 3 accidents claims against it that had never been disclosed to us!! That was the last straw. First problem took over a year to solve when it was a cut and dry matter. Then the brand new brakes, the rotors had to be machined because of the thudding noise coming from them. Front end noise being caused from loose spare tire in trunk. Really! finally the manager came for a ride and said there was a problem. Kept the car in the shop for 1 1/2 weeks. Then we found out this car was in 3 accidents that was never disclosed to us at the time of purchase. 2 were over $2000 we are still dealing with this trying to settle with them. Unfortunately the VSA can't help because we bought the car through a company. read more

HORRID SERVICE!!! HEED MY WARNING OR YOU WILL BE FULL OF REGRET LIKE ME!!! MY VEHICLE LOST VALUE AND MY CONFIDENCE IN IT. Read my long Google review under the name D C. Still waiting for a call from Rob the "service" "manager". He must be busy, it's been a month already with no call. I took my Edge to them for a warranty oil leak and also "tried" to get "PREVENTATIVE" maintenance done (Fluids). Long story short my transmission blew apart, it took a month to fix. They didn't even try to look at a handling issue I mentioned three times to two different people. Then I get it back improperly fixed with another couple issues plus scratches, a dent and a wash that screwed my clear coat. My front wheels were not tight, two lug nuts were only hand tight. (You're playing with my life dumbass) I paid for the privilege. Didn't even get one apology or a phone call I was told I was going to get. Like I said, don't read this then take your vehicle there thinking it will be ok. It won't, I work with many people who drive Ford vehicles. Most co-workers have had bad experiences with thier service, you won't be any different. Just another day, ripping people off on half-assed service. Which in turn could lead you to an accident. Torque wrenches aren't a tool they can figure out. They won't accept any responsibility, I'm sure of that. read more

I am in the market for a new vehicle and to date have had test drives with TROY and CONNOR. Their service was great and helpful, and I never felt rushed or like I was being pushed into something. I still have not decided whether I am buying a Ford, but I can say that the experience that I received from Steve Marshall Ford Lincoln has been top notch so far. read more

So I just had the greatest experience with Steve Marshall ford. My truck had a coolant leak and a faulty turbo which was to be covered by a third party warranty. If you have ever had to deal with some third party warranty companies they can be a real pain. Shelly from Steve Marshall took it upon herself to deal with this company and after multiple phone calls and going back and forth she was able to bring my total cost down substantially from what the warranty company was originally going to cover. She kept us up to speed all the way through the whole process which was appreciated. My truck is now fixed and running top notch and I will defiantly be going back. It is hard to find great old fashion service in todays world where a company actually goes to bat for you. I highly recommend Steve Marshall fords service department and ask to deal with Shelly when your there. read more

This dealership was a nightmare from start to finish. The salesman did not show me all the damage on the vehicle knowing I had to drive 1.5 hours to view it. They attempted to sell me damage that occurred through vandalism in their own lot. The word "dick" was carved into the paint on the tailgate and the salesman actually tried to sell it to me (the finance manager let slip the damage happened on their lot) The vehicle was delivered filthy and not sanitized during the covid quarantine. It was so bad I specifically asked 3 times prior to my purchase and was told it would be done. there was grease and grime on every surface including the seatbelts. Dog and human hair in the seats. Food and debris on the floor etc. When I picked it up they told me they could not clean the truck, because they had no cleaning staff due to covid 19. I was under the impression that cleaning was the most important and deemed an essential service?? I had to pay to have the truck detailed myself. through one of 50 open detail shops in the area. I've bought 4 new fords and this dealership by far was the most dishonest, and by far the most unpleasant to work with. I highly recommend going elsewhere. I only wish I could post pictures here......... read more

The worst service I have ever had, not once but twice. Iam into my third week of waiting for ford to fix my turbo. Went to pick it up finally and it was still broken. That cost $8300. DO NOT USE STEVE MARSHALL FORD. You will be disapointed!!!! read more

Very dissapointed when we had our F350 Ford truck towed to Steve Marshall when it would not start. They got it started, and told us that we would need a new engine, (as it wouldn't last another 1000 km) costing $16,000, you can imagine our shock. Well it was out of the question, we were in Nanaimo for the winter, with our 5th Wheel, we have just driven back across Canada with the truck, towing our 36ft 5th Wheel, and the mountains we climbed without an issue. Because they told us we needed a new engine, this caused us a stressful journey back to Ontario. Not a very good way to treat seniors. I did email them this week telling them how dissapointed we were, however received no reply. read more

Worst Experience, Worst Customer Service and Worst, They Just Didn't Care. If possible do not use this dealership, if not possible stay away from Rob Willoughby (Salesman) and Rob Bullock (Finance). Willoughby is a great salesman for the dealership as he will make any deal work even if it means promising items such as floor mats and touch up paint (cheep items) and once you give your money conveniently forgetting about the promise. After buying two vehicles from Rob in a few months he cant remember my name nor that we requested floor mats and touch up paint; it finally took 6 months of phone calls emails and showing up at the dealership before he reluctantly got us what we thought was part of the agreement. Rob Willoughby was then asked as our salesman what a buyout amount would be for a lease, a lease from that dealership signed with Rob. He provided us a completely wrong amount an amount we had a bank draft produced for. Once we brought it to the dealership Rob Bullock notified us of the issue and then proceeded to charge us $3,000 more. We complained to no avail and produced the new bank draft (costing us more at the bank) we provided the dealership the new cheque....all done right .....wrong! The gave the cheque back two weeks later and said it was made out wrong. After fighting for months and asking for something to be done I had Rob Bullock yelling at me on the phone so bad I had to hang up on him. The next day I called him and asked him to keep professional and apologized for hanging up but did not appreciate being yelled at, he excepted my apology and offered non of his own. The principle was contacted regarding the issues and she showed up not knowing anything about my issues; she came by on another day and asked for me by last name only, as my office has me and my father our receptionist asked which one....she looked confused and said the one about the truck. Needless to say this dealership did nothing to have me coming back, and my family has purchased 4 vehicles from them in less then 3 years...never again will I darken there door and hope anyone that reads this thinks twice about going to Steve Marshall Ford. Go to Duncan, they are a great dealership. Steve Marshall you should be ashamed of your little girl as she is doing a terrible job running your dealership in Nanaimo and Parksville. read more

The service dept seems to have a well organized and professional system in place for processing customers and yes the staff for the most part was friendly enough. However, I did get the feeling that i was being rushed through the 'check in' process, and it seemed like the woman checking me in wasn't really paying attention to the concerns i was expressing about my F150. I had a major problem with the engine shaking as well as a couple of minor other issues. Left my truck for the day, got it back and paid $1200 for the minor issues. Nothing was done regarding the engine shaking. After I said that was the reason i brought the truck in, she rescheduled me back the next day. Brought the truck in the next day and the kid working on my truck (young 20's) wasn't sure what was causing the shaking, said he would try a couple of things. By the end of the day he had replaced a few items costing me another $1000. The shaking wasn't completely gone but it was much better, but he seemed unsure what the problem was and what caused the improvement. i was uncomfortable with such a young inexperienced mechanic working on my truck, especially when you are being charged by the hour. Also, the 2nd day i took the truck back I explained how i needed my truck back by 3pm as my wife was pregnant and there were complications with the pregnancy. she needed to get in to see a specialist. they reassured me that wouldn't be a problem. the truck was ready at 2:30pm which was fine, but they said their courtesy driver would be by to pick me up in 15 minutes. I waited, and waited, and waited and called 5 times always being reassured that he was on his way. After 1 hour had passed I had to make other arrangement to get my wife to the specialist. I was disappointed with the experience i had with this dealerships service dept so will rethink where i will be buying my new truck when the time comes. read more

I just wanted to say how happy my family and I are with our new car. We were really nervous about buying a newer car ( I was actually very sick about it ) but the guys there at ford really put us at ease and helped us out with finding the exact car we needed. Thank you sooo much, I'll be back for sure! read more

We dealt with Steve Freeman-Ward when buying our car, and he was very helpful and friendly, and not pushy. The sales experience was quick and painless. read more

Over all good experience. Would have liked to have seen more gas in the tank instead of almost empty.