Parkway Ford Sales (1996) Reviews (%countItem)
Parkway Ford Sales (1996) Rating
Address: 455 King St N, Waterloo, Ontario, Canada, N2J 2Z5
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+1 (519) 884-7448 |
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In early May I called this dealership inquiring about purchasing a brand new 2020 Shelby GT350. The sales rep. confirmed that they had a single allocation for this vehicle and that it was available for purchase. I placed a $2K deposit on the car and was told that the delivery date would be early July. Approximately, every two weeks I exchanged emails with the sales rep asking if there were any updates from manufacturing. About a month ago I was told that a VIN exists which was a good sign that the factory was approaching production. I've visited the dealership twice in person for service on another car during this time period and both times I was told that there were no updates. On Monday July 20th I was in for service again and finally met the sales rep in person. I asked for another update and he finally admitted that they had sold the single GT350 to another customer.
They have admitted to knowing this mistake all along and confessed they were trying to locate another car for me. This is outrageous since the vehicle is produced in extremely limited quantities and even when I called in May there were very few available in Canada.
There's now zero chance that I will be able to purchase this vehicle and there are rumors that 2020 is the last production year and that 2021 and onward they will no longer be manufacturing them.
Since the car that I had an agreement and a deposit made to purchase is no longer available I feel that Ford should be responsible for providing an equivalent or better model for sale in exchange. The only other car that Ford produces that is equivalent/better is the GT500 which is currently available. However, when I inquired about that specific model in May when I placed the deposit on the GT350 Ford revealed they are charging a $40K-$50K premium above list price on that model. With full admission of guilt (see below) I feel the only resolution is for Ford to sell me the car I originally intended to purchase or an equivalent/better vehicle in exchange. If Ford is willing to waive their dealer markup premium and provide a GT500 for sale at list price then I would accept that resolution, otherwise this cannot be resolved. Below is the response from the dealership regarding my complaint: "Thanks for taking the time to complete this review and for your comments regarding our service department. The comments regarding your sales experience are 100% accurate and totally justified. We feel absolutely awful that this happened and that you weren't notified sooner when we first determined the mistake that we had made. I know you have heard our excuses, which aren't good enough and can't undo what has been done. We completely dropped the ball during the early stages of COVID, through closure, partial closure etc. we missed that two of our sales people had sold the only 2020 Shelby GT350 that we had available to us this year. To make it worse, when the error came to light on our end, your sales person didn't contact you to let you know, instead opting to "hope" we could somehow get a second GT350 which was an impossibility this year. We should never have put you in the situation of having to come into the dealership and ask about the status of a vehicle that you had no idea wasn't coming. We have thoroughly reviewed what happened with our salespeople and sales management to ensure that we never allow something similar happen to another customer again. Once again, our heartfelt apologies. *** Dealer Principal"
Contact Name and Title: ***
Contact Phone: XXXXXXXXXX x***
Contact Email: ***@parkwayford.ca
Thanks for for the opportunity to respond to this concern. We have attempted to make this right several times with the customer but have not received a response to this point.
There are a couple points that the Mr. makes that I do need to address here.
1. We did not know from the beginning that the incoming 2020 Shelby GT350 was not available. We realized in June that the vehicle had been sold by 2 different sales people as they and their manager worked from home during the COVID-19 pandemic. This was a complete breakdown in our process. When it did come to our attention in June, we worked feverishly to try and obtain another vehicle for Mr. (he was the latter of the purchasers) to no avail.
2. We have absolutely no indication or even a hint from Ford of Canada that there will not be a 2021 Shelby GT350. We have offered Mr. our first (and probably only) 2021 Shelby GT350. We have offered to sell this vehicle at MSRP without any premium (a significant reduction from what he was going to pay for the 2020).
3. Mr. indicated to our sales manager that he had decided to purchase another vehicle from a different manufacturer. We offered to reimburse him for any costs he had incurred in acquiring customized license plates that were Shelby specific because of this statement. We have not had a response to this offer.
4. Mr. deposit was refunded immediately when we had exhausted all possibilities of finding him a vehicle.
5. Mr. has not communicated with us for several weeks. We haven't even been made aware of his interest in a GT500 until reading it here. GT500s are in very short supply. Our allocation of 6 is currently sold out and there are none available from other dealers. If one of our customers declines to take their GT500 after it arrives from the factory we would definitely consider selling it to Mr. at MSRP. We're confused as to why the question needed to be asked in this way but, understand that he is still upset with our mistake (this has been very apparent to us with his review of our dealership in social media and his engagement of friends to do the same).
We have made every effort to right the wrong that we definitely created. Its hard for us to do so when the customer will not communicate with us directly to try and make things right.
We remain open to further dialogue with Mr. and will make every effort to come up with a solution as we have offered from the beginning.