Merlin Ford Lincoln

DON'T SIGN ANY WARRANTY OR MAINTENANCE PACKAGES FOR YOUR NEW/USED VEHICLE THROUGH MERLIN FORD. I have been trying to cancel my warranty and maintenance packages through them since July 13th with no success, although my contract gives me the full right to do that.

Their entire finance department is completely unprofessional. Everytime, I talk to one of their finance team to follow up on that matter, he claims that they sent a cancellation form to their accountant to be processed and send it to Ford Canada. I do call Ford Canada every day to verify their claims, and Ford Canada confirms that they haven't received any warranty cancellation requests for my vehicle through them.

I did sent multiple emails to their finance team throughout the past two weeks to check if there are any new updates regarding that matter, they open my emails, read it and never reply back (They probably don't know that their email server is sending reports back to the sender every time they open and/or read an email). A completely unprofessional and impolite behaviour that I didn't expect from an authorized Ford dealership who have been in business for more than my age.

Today, I filed a formal complaint to Ford Canada documenting all my bad experience with Merlin Ford and will keep following with them until this warranty is cancelled. Really not sure, why it should take more than two weeks to send a piece of paper to Ford Canada in ON to get this thing processed.

If you wonder why this is important for you as someone who may be interested to buy a new/certified pre-owned Ford. If you later get to trade-in or sell your "newly purchased Ford", you'll find it very hard to find someone who is willing to pay 3K-5K on top of your selling price to pay for that extended warranty and maintenance that you already might not have used. Other dealerships aren't interested to pay extra for your vehicle warranty or maintenance packages. The same applies for private buyers, they prefer to deal with these warranty issues with Ford themselves, and won't pay you extra money for the unused warranty.

Saskatchewan has more than a dozen of Ford dealerships, I definitely didn't try them all but Merlin Ford is from the ones that you should avoid avoid. Don't put yourself in a financial binding with people that can't handle even the most simple matters.

Complaint[redacted] & Merlin says squeaks and rattles from this new car are not a safety issue. I was told to just drive it. Vehicle was purchased on Oct.14/15.The suv was picked up on Jan.4 after getting a front strut replaced which took nearly 3 weeks to fix. They did compensate me for that. Shortly after that a rattling noise was noticed. Merlin could not find the noise but my husband did. It was coming from the console. Merlin confirmed that after I took it in. The problem wasn't addressed at that point because it was scheduled to go back for a winshield replacement due to the dealer getting a stone bruise while test driving. In the meantime a second squeaking noise was noticed coming from the sunroof/panoramic roof area. I called [redacted] from service and the second noise was noted. I brought the vehicle in on Feb. 8 for the windshield and noise issues. They told me that the console was a design flaw and nothing could be done. They then adjusted a trim piece between the sunroof and the panoramic roof for the second noise issue. Feb 10 I noticed the noise in the roof was back again. I contacted [redacted] on the 11th to tell them that Merlin said the console was a design flaw. [redacted] from [redacted] said she would contact [redacted] from Merlin to confirm that Merlin said the console was a design flaw. I heard back from [redacted] on Feb19. She discussed with the engineers the console design issue, they said the safety was not compromised therefore they were not going to do anything about it. Feb19 I went to Merlin to see [redacted] my sales lady and told her what [redacted] said. On Feb. 19 I left my vehicle there again for the roof issue. On Feb. 22 I went back to Merlin and was told by [redacted] that they worked on the roof all morning and said there was no noise. [redacted] took me into see [redacted] to discuss [redacted]'s decision on the console and [redacted] said [redacted] isn't going to do anything and to "just drive it". I then left Merlin and I wasn't 10 minutes away and the roof noise was back again. I then called [redacted] and she suggested I come back on Feb.24th. I said no because I've had it with them not fixing my vehicle and being told that it wasn't a safety issue and also them saying there was no more noise when there is definetely a prominent noise coming from that roof area.Desired SettlementJust fix the noise issues in my $50000.00 vehicle. [redacted]Business Response [redacted]We have reviewed this customer's complaint and have the following response.We're sorry that this customer has experienced rattles and noise issues with their new vehicle. On each occasion that a concern has been brought to our attention, we have made every effort to resolve the concern to the best of our ability and to the customer's full satisfaction. The vehicle has been road tested after repairs by both our factory trained and experienced shop foremen to confirm the repair has been successful. It is our understanding that the front end suspension noises have been repaired. It is also understood that the sunroof concerns were repaired. The shop foreman and sales consultant worked together to ensure the concerns were taken care of. If this is not the case, please call us. In addition to providing the customer with a free similarly equipped new model vehicle to drive while repairs were being conducted, we have provided the customer with a number of goodwill gestures to compensate them for any inconvenience these concerns may have caused. We welcome the opportunity to address any new concerns this customer has and would recommend that they accompany our foreman on the test drive to ensure the concern is pinpointed and addressed upon completion. We can get the vehicle in for repair at the customer's earliest convenience. As always, any warrantable repairs will be made at no cost to the customer. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)i don't ccept it because the console still rattles and they admit that it is a design flaw. as for the sunroof it still has a prominent squeaking noise that I had told the sales lady about and the sunroof noise and she wanted me to book another appointment and thats when I got mad and said I have had enough of going back to their service department that can not seem to fix my problem. That is when I contacted the Revdex.com. You don't have to be a trained technician to hear a noise. those same trained technicians replaced front end parts three times before they finally fixed that problem. which they did compensate me for but that should be expected with a brand new vehicle that took 3 weeks to fix that time. I am not beyond going back for them to fix these issues but I want all the issues dealt with. Sunroof and console. Final Business Response Last week, we picked up the customer's vehicle at her place of work and left her with a new vehicle for the day. Our shop foreman and service manager were directly involved to address intermittent rattles and performed the necessary repairs. Based on our follow-up with the customer this morning, all concerns have been addressed to her satisfaction. In the event any other issues arise, we are here to help.

Complaint[redacted]Vehicle has been in service 7x for service. Vehicle to date has not been repaired. Vehicle has been faulty since ownership. Customer is from out of town & made arrangements from time off work & put money into gas & mileage for service trips. Incidence where customer's keys were not left at dealership & customer had to leave & come back next day for pick up. Rental companies charged customer in error for vehicle rentals by mistake. customer wants a new working vehicle, after 7x of trying to fix the problem, [redacted] - expressed this to Merlin & Merlin had sales guy call to do a regular trade all on customer's expense. [redacted]. No recourse for their mistakes or a breach in warranty. Vehicle should have been fixed the first time. [redacted]Desired SettlementI would like Merlin to accept they are at fault, [redacted] Customer wants a replacement - [redacted]Business Response We have reviewed this customer's complaint and have the following response.This vehicle was purchased from us on August 15, 2013. It is my understanding that the customer brought this vehicle in 3 times to Merlin Service for the same concern regarding an intermittent electrical problem relating to the passenger front door speaker. This is after the customer took the vehicle to another dealership for the same concern. In that instance, the right front door speaker was replaced on Nov. 10, 2014.Our first look at this concern was on April 24th, 2015. The vehicle mileage was 55,260km. The technician road tested the vehicle and was unable to replicate the concern. Adjustments were made to improve clarity.On May 13, 2015, at 56,444km, the vehicle was brought in for the same speaker complaint along with an oil change and tire rotation. The customer noted that the concern was more evident on [redacted] versus radio. A speaker in the A pillar was replaced at that time. The customer was provided a courtesy rental free of charge.On June 15, 2015, the vehicle was brought in again at 59,258km. This time, a wiring harness was replaced. The system was retested and corrected. The customer was provided a courtesy rental on this visit free of charge.All repairs have been fully covered under warranty.We understand the customer was not completely satisfied so we offered to replace the complete audio system at no charge. This offer was rejected as the customer wanted to discuss a replacement vehicle. As the customer has had use of this vehicle for two years and 60,000km, we are able to offer fair market value for the trade. We are unable to offer full replacement value which appears to be the customer's expectation. [redacted]Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)My vehicle has still not been fixed to date. There were more than 3 appointments made. There is one time, if not two times that I brought the vehicle in overnight & nothing was done to the vehicle, as they couldn't find a problem at that time with the speaker - the work orders were just left open but appointments were made to bring the vehicle in so perhaps it wasn't recorded. They knew the problem comes & goes as I had brought it in prior for them to listen to it. [redacted] there were issues when I brought the truck in each time - not only did I have to drive in the the dealership each time for them not to fix the problem correctly, each time an appointment was made, I had to bring it in for them to listen & find the problem - so double the amount of trips in; twice they charged me for a rental vehicle. I found the charge on my credit card statements, once they issued a cheque back & there is still $45 I paid from my own pocket owing. Plus as I live 1/2 hour away, I was charged each time for additional miles which I agreed to at the time but really after not having the vehicle fixed so many times I shouldn't have paid those charges either. On another occasion I had told the service guy I would be in after hours to pick up the vehicle and he said he'd leave the keys with the guys. I drove in, no keys were there so I drove in from out of town to not have my vehicle ready and had to come in again the next day to pick up. And then I was charged for the rental vehicle again by mistake. So it was no favour they gave me a rental vehicle after having brought my truck in once, as it should have been fixed.. [redacted]. I recall talking to the service manager & letting him know - 'problem isn't fixed' & he said it's ridiculous already that the same problem isn't corrected. Not only did I have to drive in for the appointment, but each time I wanted to make an appointment they said bring it in first so we can hear the speaker and properly identify what we need to do for the service appointment. [redacted]. I want to trade to a vehicle with no issues. Instead Merlin has my sales guy contact me asking if I want to buy a new vehicle and trade this one in. [redacted]. At no time did Merlin say hey, we apologize for this & this shouldn't have happened, how can we make this better? [redacted] To date they are still defending what they have done is right & not owned up to their mistakes. My warranty was breached because I had a vehicle that could not be fixed. I had to put extra time & money into this situation that was very unnecessary. [redacted]. if they want to replace the whole system, that's fine. I still don't trust it will be fixed, but they can try if they want to pick the truck up & drop it off. [redacted]