Freedom Ford

Customer Service When it Really Matters An update to my original review (see below): Upon reviewing our situation, the ownership and management at Freedom Ford reached out to us to resolve An update to my original review (see below): Upon reviewing our situation, the ownership and management at Freedom Ford reached out to us to resolve the issue. Gord Monaghan contacted us directly and apologized sincerely for what was a simple miscommunication. In the end it appeared that Ford Canada was not willing to provide any assistance in trading in our vehicle. Despite this, the ownership and management of Freedom Ford stepped up and went beyond what other dealerships or manufacturer would have done to provided us with a solution that was fair to both parties. They didn’t give the farm away (that just isn’t a good way to run a business) – but they did do as much as they could reasonably do to make it work. You can’t ask for anything more than that. It is clear that Freedom Ford has a commitment to superior customer service that not only goes beyond the day to day "easy" transactions, but has surpassed my experiences with other auto dealers I have dealt with. Our thanks to Gord Monaghan and the Freedom Ford team for putting in the extra time and effort to help us out. My original review (2 stars): I have to preface this review with the fact that we have been dealing with Freedom Ford for almost three years now. In that time our experiences with the sales staff and service department have been great. All of the positive reviews involving routine business are accurate. But the true measure of customer service is when that little bit of extra effort is required - here they have fallen short. Like most families, we make a reasonable amount of money but still need to follow a budget. Our new vehicle plan allows me and my wife to alternately replace one of our vehicles every four years. Next year was supposed to be my turn and I had planned to purchase a new 2017 Ford Escape. Unfortunately we ran into ongoing issues with my wife's 2013 Ford Focus. All covered under warranty, but the recurring nature of the problem led us to question the safety and reliability of the vehicle. We decided it would be best to trade it in on a newer model rather than risk long-term issues. This of course would push my turn for a new vehicle back several years as the payments on the new Focus would stretch out over another four years. We dealt with the assistant sales manager, Gord Monaghan. We explained our reason for trading up to a newer model and after negotiating for a bit he came up with a good deal on the 2016 Focus that we selected. Unfortunately it was still a little out of our budget range. Because of our unique situation we felt that Ford Canada should also provide us with some sort of incentive to make it more affordable. Gord offered to contact Ford Canada to see if they were willing to help us out in any way. He said he would call us back in a few days and we left it at that. After not hearing from him for a few days I called him to see how things were going - he explained that he hadn't heard from Ford Canada yet but would call them again and get back to me the next day. The next day he didn't call and again, I had to contact him. I explained that we were looking for a quicker answer so that we could figure out what our options were. He assured me that he would press Ford Canada for an answer and promised to get back to me the next day. A few days later and still no call from Gord. I left another message for him to call me but its now been almost two weeks and still no response. As a customer I shouldn't have to chase him down - it's his job to provide customer service. If Ford Canada is unwilling to give us any sort of break on trading up to a newer model, that speaks to their unwillingness to stand behind the products they sell. I don't agree with that, but I understand it - that's business. What I don't understand is why people say they will "look into it and call you back", and then ignore you. It would be nice to be afforded the courtesy that comes with at least one returned call. Even if the answer is that Ford Canada is not prepared to offer anything, we could at least move forward with the deal we had on the table, or move on to another manufacturer. As a business it's easy to look good when dealing with the typical day-to day transactions. And that's a good thing - that results in happy customers, and return customers. But when things go a little sideways, the hallmark of a superior business lies in how they resolve the problem. They don't need to give the farm away, but they do need to make an effort to come up with a fair and equitable solution, and present that solution to the customer. I have not even been given the courtesy of that. We will be purchasing another five new vehicles over the next twenty years. That's represents a fair bit of money up for grabs. Not to mention the business gleaned from regular maintenance on those new vehicles. Are customers that disposable that they can afford to ignore them till they go away? Will we buy another Ford product? Will we buy another vehicle from Freedom Ford? Just something to consider before you drop your hard earned money on a new vehicle at Freedom Ford. More

Service Department is Great but I had the works package done and a safety recall. The Service Team were excellent but the quality of the mechanic/vehicle tech not so much. Driving on I had the works package done and a safety recall. The Service Team were excellent but the quality of the mechanic/vehicle tech not so much. Driving on the highway to work today I ran out of washer fluid just after 3 squirts. I checked the invoice and it stated that they found the washer fluid to be low and it was filled up, which obviously was not the case. I looked for any signs of leaks but found none. This may be a minor thing for most but at 6:30 am it's dark and very messy outside and is a safety thing when driving especially on the highway. And also it makes me question what else didn't they do correctly. More