Kitchener Ford

Our experience with Kitchener Ford was extremely disappointing from start to finish. First, I want to mention Brooke, who was our salesperson. She was new but did a great job and was always profe disappointing from start to finish. First, I want to mention Brooke, who was our salesperson. She was new but did a great job and was always professional and helpful. None of the issues we experienced were her fault. Unfortunately, the overall experience with the dealership was very frustrating, and it seems to come down to management and process issues. It took about 3.5 weeks to receive our used F-150 Lightning. The financing process was very slow. Victor was apologetic and explained that he is currently handling a workload that is larger than it should be, which likely contributed to the delays. Communication throughout the process was inconsistent. There were delays in getting updates, and it often felt like we had to follow up ourselves rather than being kept informed proactively. We were given a pickup date, but the vehicle wasn’t ready and ended up being delivered two days later than promised. While I do appreciate that they delivered the vehicle to us, it arrived with only about 30% battery, which wasn’t ideal. Another concern was the quality of the repair work. During our test drive, a badge on the side of the truck was missing, and we were told it would be fixed. However, after receiving the vehicle, the badge fell off the very next day, which was disappointing and suggests poor workmanship. Unfortunately, the issues didn't end after the sale. Since purchasing the truck, we've experienced a number of problems, including the onboard charging module malfunctioning and the A/C not working. Getting help has been extremely frustrating. We are still trying to have the cost of the A/C repair covered by Ford, as we had owned the vehicle for less than three months when we discovered it had been sold to us with a hole in the Freon line. Phone calls often go unanswered, and messages are rarely returned. The level of customer service after the sale has been very disappointing. I will say that Andrew Cook in the service department has been great to deal with. He has been professional, helpful, and genuinely seems to care about his customers. However, it also appears that he's doing the work of multiple people, which again points to a larger management problem within the dealership. Overall, the process felt extremely slow and disorganized. While Brooke and Andrew both did their best, the experience as a whole doesn't leave us feeling confident or loyal to Kitchener Ford moving forward. I would not recommend purchasing a vehicle from this dealership. This has been, by far, the worst vehicle-buying experience we've ever had. If you're looking to buy a Ford, I'd strongly recommend going to a different dealership. More

This review reflects a recent vehicle purchase through Kitchener Ford, viewed from the standpoint of dealership business practices, transparency, customer treatment, and accountability. My brother purc Kitchener Ford, viewed from the standpoint of dealership business practices, transparency, customer treatment, and accountability. My brother purchased a Ford Ranger from Kitchener Ford, and I assisted him throughout the process. It was not a simple transaction. There were timing issues, a third-party inspection, bill of sale questions, pricing concerns, and confusion created during the broader process. What matters most, however, is how a dealership responds when problems arise. In that respect, Kitchener Ford handled the situation well. A major reason the experience became complicated was a separate interaction with Parkway Ford/Waterloo. Since Parkway Ford and Kitchener Ford are under the same ownership, the Parkway experience created serious concerns and caused my brother and me to lose confidence in both dealerships. Parkway’s handling also caused confusion about Kitchener Ford’s bill of sale, including concerns that hidden fees may have been included. From what was later clarified, there were no hidden fees in Kitchener Ford’s bill of sale. Connor Steinbach, the sales manager at Kitchener Ford, handled the concerns in a way that stood out from a business-practices perspective. After an initial discrepancy at Kitchener Ford, he made things right and honoured the previously discussed pricing agreement. Consistency, accountability, and honouring what was discussed are important parts of how a dealership should operate. After my brother and I had essentially walked away from both dealerships because of the Parkway situation, I advised Connor Steinbach. His response was professional, sincere, and clear. He defended Kitchener Ford’s position, clarified the bill of sale concerns, and advised that if my brother still felt comfortable moving forward, Kitchener Ford would honour the agreed-upon bill of sale even though the original timeframe had expired. In my view, Connor Steinbach did not simply save the offer; he brought it back to life after it was essentially dead. That response was the main reason we completed the purchase through Kitchener Ford. It showed accountability and good business practices during a situation where the sale had essentially been lost. Rodney, the sales lead, also deserves recognition. He came across as genuine, professional, reasonable, and a strong example of what a sales lead should be. Connor Fairbrass, the General Manager, was also professional and forwarded my concerns to ownership for review. Kitchener Ford provided a reasonable timeframe for us to arrange a third-party pre-purchase inspection, which was important for buyer due diligence. The vehicle passed that inspection. Pickup was smooth and quick, and the truck was very clean, including an exceptionally clean engine bay. The brakes and rotors appeared relatively new, and the fluids appeared topped up, which added confidence in the vehicle’s preparation. There was a minor discrepancy at pickup involving a fuel charge that we had previously requested not be included. Even though the tank had already been filled, Jackson, the finance manager, handled the issue reasonably and arranged to compensate my brother for the fee. That was fair and adequate, especially since pickup day was our first time dealing with Jackson. From a business-practices standpoint, Kitchener Ford demonstrated professionalism when it mattered. The overall experience had challenges, which is why the rating is 4/5, but Connor Steinbach, Rodney, Connor Fairbrass, Jackson, and the team deserve credit for turning a complicated situation into a positive purchase experience. The contrast between Kitchener Ford and Parkway Ford was almost polar opposite, which stood out even more considering both dealerships are under the same ownership. I commend Kitchener Ford for demonstrating strong business practices, accountability, and willingness to move in the right direction despite the complications that occurred before. More

I had my truck here for recall service. They were quick, courteous and very friendly ! Everyone, from the service manager , down, were knowledgeable, professional and very polite! I recomme They were quick, courteous and very friendly ! Everyone, from the service manager , down, were knowledgeable, professional and very polite! I recommend! More

Good understanding of our car's need for new tires and careful monitoring. Happy to receive ride home and back for the day and a half we were without our car. The new tires installed on April 23, 2026 are careful monitoring. Happy to receive ride home and back for the day and a half we were without our car. The new tires installed on April 23, 2026 are great and the other work done excellent, and as required. Thank you. Chuck Lefaive with Bernie Butts. More

Friendly polite staff always a pleasure to deal with. . Call when they say they will . . Call when they say they will . More

Service technician Terri, is very professional, goes above and beyond to ensure satisfaction. I mean he is approachable, and friendly. I was never really a ford guy per say (I liked the Bronco bad above and beyond to ensure satisfaction. I mean he is approachable, and friendly. I was never really a ford guy per say (I liked the Bronco badlands look) However it is interesting how interaction with staff such as Terri has made me feel values and definitely will continue to consider ford for upcoming vehicle purchase More

I dealt with Kevin Tran. Ordered a Maverick. Was 3 months from order to delivery. This is impressive compared to many people in Canada and US who have waited over a year. Ke Ordered a Maverick. Was 3 months from order to delivery. This is impressive compared to many people in Canada and US who have waited over a year. Kevin kept me updated throughout, answered any questions I had, and delivery was simple. More

Kitchener Ford always is doing a good job. In time and work well done. I will recommend Kitchener Ford to all my friends. In time and work well done. I will recommend Kitchener Ford to all my friends. More

The Kitchener Ford Service team handled the change out of my 2020 F150 5 liter engine in a very professional & timely manner, once all the parts arrived in Kitchener. They even supplied a rental vehicle, fre my 2020 F150 5 liter engine in a very professional & timely manner, once all the parts arrived in Kitchener. They even supplied a rental vehicle, free of charge, while my truck was being serviced. More

Great service. Great staff.; every one very helpful and professional. Would highly recommend Kitchener Ford. Great staff.; every one very helpful and professional. Would highly recommend Kitchener Ford. More