Northstar Ford Calgary

Excellent service with some minor issues Great experience all around from Sales to Service. Carmen Dove was my sales person and although inexperienced she worked hard to find me exactly what Great experience all around from Sales to Service. Carmen Dove was my sales person and although inexperienced she worked hard to find me exactly what I wanted and made herself available to the many inquires I made, it is also noted that Sib did a great job of mentoring Carmen when she needed clarification and was a great facilitator to the purchasing of my truck. When I requested the truck be made available ahead of schedule even though it needed a new windshield still Carmen made that happen as I could not be without a vehicle due to the sale of my existing truck. Both Nic and Adam in Finance helped me and were both very pleasant and knowledgeable. I Brought the vehicle to the service centre a week later to have the windshield replaced and it was a great experience also, Cassandra greeted me and checked all of my lights and guided me through some of the controls that I was still unfamiliar with, also there was a loose overhead consul that I had not noticed until after I took delivery and Cassandra made sure it was looked after during the same visit without question. I was offered a ride home immediately which I appreciated but declined, also the vehicle was ready hours before I anticipated which was great. I have only two issues with the over all experience with the whole process starting from my first visit to Northstar to begin my search for a vehicle to the time I received it and had the final touches completed. Firstly when I first came to Northstar I started at the new Vehicles sales centre, a woman on Crutches ( I don't know her name) greeted me and I told her what I was looking for, she sat me down then fumbled with some inventory sheets, she was not only rude but very unknowledgeable about what she had in stock, I knew exactly what I wanted and she made it sound like the sales people had no idea what was actually on the lot, I don't expect perfection but at least some idea of what there is to look at and explore is a reasonable expectation, her solution was to wander the lot to see what there was, keeping in mind the weather was terrible and she was on crutches so I could only infer that she did not want to help me. When I politely asked if there was someone who had perhaps some more information about what was on hand for me to look at she rudely dismissed me as If I had asked for the moon, I decided that she would not be receiving my business, if not for the fact that I had been referred to Northstar by a good friend I would not have come back after that experience, I cannot express enough what an easy sell I was, I wanted a new truck, I wanted to pay cash and all I wanted was a black Ecoboost model, but this woman was incompetent to the point of having no idea if she even had a comparable model to at least show me some interior features as I've never owned a ford before. I called my friend and told him about my experience, he urged me to visit the used vehicle side despite the poor initial experience and he told me what a great experience he had there, Stephen Joo had purchased a 2014 FX4 from Northstar Ford the previous week and he was very pleased with it. So yet again at his recommendation I gave Northstar a second chance and went to the used Vehicle centre. I can only say that I am very grateful that I did, not only was Carmen Dove delight to deal with but despite her self admitted limited experience as a sales person she put great effort into finding what I wanted, within only a few days she informed me the exact model I wanted had just come in and although it was a few years old was in excellent shape. I had not originally intended on buying a used vehicle but Carmen earned my business and days later I took delivery of this truck. I must stress that I only walked into Northstar on the recommendation of Mr Joo, and again he urged me to stay despite the poor initial experience, I was disappointed to learn yesterday that Mr Joo was denied the $250 cash incentive that Northstar advertises as their referral program, despite this disappointment Mr Joo still stated to me that he was just so happy that I found a truck that suited me and that he would still recommend Northstar to his other co-workers in the Calgary Fire Department, that's the calibre of Customer and person that he is, I however am given pause to do the same. Make no mistake, Carmen was a great help but the sale was only made possible because of Mr Joo's referral, the fact that he was a customer whom purchased a truck from the same place only weeks (not months or years) before adds to this disappointment as not only did I discuss that I was referred on my first visit but also that the Employees at Ford even recalled with clarity who he was and what truck he purchased. I believe this is something that should be made right as now I am unsure that I would receive the promised reward should I refer someone also. Thank you for listening. More

Everything was done good, but the organization of having to Taking the car in was good and they were friendly and hospitable. The service adviser did their job with the tools that he had available, but I thin Taking the car in was good and they were friendly and hospitable. The service adviser did their job with the tools that he had available, but I think the issue is higher level and deeper then his ability. I dropped the vehicle off before 9am and when i called at 3pm, it had not even been looked at by a technician yet. I was told the vehicle before me took longer and that it wouldn't be done until 5:00 pm. I understand how appointments have to be lined up but I am sure there is a better way to organize and provide windows for service. To have to be without the vehicle is difficult and especially frustrating to know that it had not even been looked at. Industries have moved to a better way to service customers and I would recommend that this dealership replicates others in the industry and takes their service level to a better organized way of maintaining clients. I am hoping this is addressed before the Lease on both our Ford Vehicles is completed because I love the Ford products but would consider other products if we cant get the service needed to respect our business. More