Thorncrest Sherway Reviews (%countItem)
Thorncrest Sherway Rating
Address: 1575 The Queensway, Toronto, Ontario, Canada, M8Z 1T9
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+1 (416) 521-7092 |
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I, *** would like to file a complaint on a recent service at Thorncrest Ford. An investigation would be greatly appreciated.
In my opinion, the technicians were either careless and/or inexperienced at replacing a side mirror on my private company van. As a result, additional damages were visually evident around the interior door handle. The interior plastic handle casing will have to be replaced as it is cracked/broken. There are also many screw driver marks around the interior handle suggesting that several attempts were made in removing the interior door casing in order to access the wiring needed to replace the side door mirror. I had addressed this concern the service manger and was obviously dissatisfied. The service manager defended the service technician(s)and had denied a thorough explanation and/or compensation. Again, I am clearly dissatisfied as this repair had cost approximately $750.
An investigation into my service complaint would be greatly appreciated. The service manager was *** and the customer services manager was ***
Thank you,
***
Cell: XXXXXXXXXX
Email: ***@***.com
I like to have my door interior fixed, the broken plastic to be replaced and the scratched liner replaced or fixed
Customer had driver side view mirror replaced. When picking up vehicle customer noticed the outside cover was loose. We had another cover in stock and proceeded to replace. During the 5 - 10 minutes to get the cover from parts dept. the customer was in the drive through, with drivers door open, looking over the repairs that we performed. After having the time to review repairs he did not mention any concerns, scratches or damage. We installed cap and customer went on his way.
Approx. one week later customer returns and states we cracked/ damaged his door panel. Our shop foreman and the technician that performed the repairs came out and looked at the interior door. The technician remembered the vehicle that the scratches / crack were already there when he went to work on the vehicle. We should have advised customer at time of repairs that there was prior damage.
Our techs have no reason to hide or lie about damage to customers cars as they do not have to pay for any damage, we the company cover the damages when accidents do occur.
Therefore, we are confident that the scratches / damage were pre existing.
Please note that this is a work truck - 2011 *** ( 8 yrs old ) with approx.. 330,000 km
(The consumer indicated he/she DID NOT accept the response from the business.)
you guys from the dealer are saying that you have no reason to lie and that you are pointing out that my truck is old and its the same for me I have no reason to lie and that old truck has been very well taken care of otherwise why would I bring it to ford dealer and pay aprox $750 for mirror repair, it doesn't mater if the vehicle is old or new I paid your full service price and you should carry the repair in good workmanship manner and treat me as any other customer, you can't discriminate if the truck is old or how many kilometres are on it,***, I came fore assessment I scheduled an appointment and fair and square I had paid what you asked for, now about the damage that your service workman did on my door its not the mirror I am complaining about but the door liner inside panel that your technician had to remove in order to connect the wiring becouse this mirror has heater and movement mechanism, so I see if you have older vehicle for repair just brake scratch and don't care about it because in your opinion is older vehicle, now the door handle and the liner its cracked broken and in order to get to the wiring you need to remove them so if it was Broken why didn't you called me and say hi sir we need to remove a part in order to get to the wiring but that part is broken and it my broke even more when we try to remove it or might even be difficult to install the same part back as it was, also you didn't report that because you guys broke it and I had no reason to check the hole car for damage like you are saying that I inspected the vehicle when I picked it up I only took a look at the new mirror you guys put, which also was done in rush and part of it fell while I was still inside your garage, then you brought new liner to install and the one that fell was falling off because it was forced prior installation and the clips were broken on that new part obviously I was lucky that mirror fail apart while I was still inside the garage otherwise you would probably say the same thing you are saying right now for the door panel which you guys broke it and now to a paying customer like me you are saying its not our fault it was like that when I know it was done damage from your repair, ***? *** I have only one thing to say to you and that is that you know that you had done the damage but you are refusing to correct your mistake and thats disappointing to me and I'll never return in your dealership for repair or new buy does not mater what I need I will never be using your services again, highly disappointed in the whole feedback from you ***,***, I wonder how come a ford dealer doesn't know how to remove a door liner from ford make vehicle, or did you put your new untrained worker to learn ,,how to" on my vehicle probably because you had thought its older vehicle so lets train our new technicians on it, ***, yes my vehicle is older and now its broken thanks to you, how come that you don't address that the part you need to remove in order to proceed with installation is broken? I'll answer that for you, you didn't because you broke it! it was not like that before, I showed you the scratch marks on the plastic from the tool your technician used in order to pop out the plastic and by not using the proper tool he scratched and broke the plastic by trying, *** can you answer how you never called me to tell me that the part need to be removed is already broken? I don't accept anything else but you guys will replace the whole liner that you scratched and the broken plastic for me and expect you to do that ASAP
In August 2013 I purchased a brand new 2014 *** from Thorncrest ***. Within the first months of owning the car, every 2014 *** had been recalled due to a problem with the clutch. Since everyone who had purchased that car was trying to get the issue fixed we were put on a waiting list for one year, so the first year of owning the car had been a very unpleasant experience to say the least (when you buy a brand new car, you expect it to work right?) After the dealership returned the car, to my surprise; the issue was not fixed. After that, we have attempted multiple times to fix the issue again with NO results. After trying to have this issue resolved, almost 5 years later I still haven't been given a resolution. Firstly, I'm not a mechanic; but I know that my car in unsafe. Since the clutch doesn't work properly, the car jerks when I go from 1RPM to 2RPM; it's almost like the car stalls a bit. It shakes and doesn't want to go forward when I put pressure on the gas pedal. There has been MULTIPLE times I have been near serious accidents because of this problem (Good thing other drivers on the road were paying attention so they come to a stop when they see I'm not moving in the middle of the intersection). I was recently in the dealership to try ONCE AGAIN to find a solution for my ongoing issues with my ***, to no surprise; the car failed the test so ONCE AGAIN they wanted to try to repair the issue. I reached out to *** Canada in hopes to be given a more appropriate solution since I have given them multiple chances to fix the same problem. After speaking to them, I was informed there was another recall on my car from 2015 that I wasn't told/aware about; I had been in the dealership to have my car serviced MULTIPLE times between 2015 to now and not one person said anything or fixed it! In addition, *** Canada has informed me they are only obligated to issue repairs for my car under the warranty. This is absurd to me. How can a car company and dealership sell me a brand new DEFECTIVE car that HAS NEVER WORKED and get away with it? Moreover, I did take my car into get repaired; *** Thorncrest informed me both the clutch and the 2015 recall would be done in two days. The day of, I went in to pick up under their immediate direction that the car was 100% ready for pick up.To my absolute surprise, I got there to find a new problem with my car!! I truly couldn't believe it, just 3 minutes prior they told me my car has been checked and tested before they called to tell me it was ready for pickup. HOW DID THAT HAPPEN!? I turned the car on and I immediately knew something was wrong because a red light was on. How did that slip past these professionals!? What kind of business is this? These people have not only hung up on me, been rude to me, belittled me, and spoken to me with a real LACK of professionalism; I am really DISGUSTED by the actions of Thorncrest *** and *** Canada. This compliant it not on how Thorncrest *** has treated me but how Thorncrest *** and *** Canada can get away with selling me a faulty vehicle and take absolutely NO responsibility (besides repair under warranty) for it. 5 years later, after picking up my vehicle today; the clutch issue does seem to have been resolved but I am still 100% NOT satisfied with the solution to my issue with my ***, with the dealership, and *** Canada. I do NOT want this faulty *** vehicle, I will not even be able to resell the car because no one in their right mind would buy it from me with the cars history. Someone at this company needs to take responsibility for this and get me OUT of this since DAY ONE DEFECTIVE vehicle.
I want a new car or a refund of the contract price which was signed in 2013.
Please see our response to the consumer's complaint below:
Our sincere apology that the 2014 *** your mother purchased from us has not lived up to both your expectations. We want all customer experiences to be pleasant ones.
Before we offer a resolution, we would like to take this opportunity to clarify a couple of facts:
1. The clutch was replaced in June, 2014, again in April 2016 and most recently on December 27, 2017. You mention that with the most recent repair, "... the clutch issue does seem to have been resolved...". We are certainly happy to hear that!
2. You mention that we missed informing you of a recall since 2015. It appears that the recall in question applied to your vehicle starting in May 2017. At that time *** of Canada sent a recall notice to your mother, the owner of the vehicle. We do apologize that the one time you came in subsequent to May 2017 to service your vehicle on November, 28, 2017, for the clutch acting up again, that you were not properly notified of this recall pertaining to the door latches. In speaking to our Service Advisor in question, he was focused in getting your vehicle back in for the clutch repair. We have met with all our Service Advisors to remind them that 100% of ALL vehicles coming in for service must be checked for any outstanding recalls, as per our policy, regardless of whether they have booked the vehicle for a subsequent appointment due to "parts unavailable". We thank you for bringing this to our attention.
We understand that you also are dealing directly with *** of Canada to see what they might do for you and your mom since the main issue is the quality of their product. Separately to whatever *** of Canada might do, we would be willing to purchase your *** based on its current fair market value whether or not you purchase a replacement vehicle from us.
If you would like to proceed, please let us know so we can make you an offer.
Sincerely,
*** V-P & GM
Thorncrest
(The consumer indicated he/she DID NOT accept the response from the business.)
Finally! This has been first time any one at *** Canada or Thorncrest *** has apologized to me for this mess.
1) Thank you for the specific timeline- but I believe that my service records show there were other issues with this vehicle apart from the clutch that contributed to its defectiveness. Me too, it's a nice feeling since it's been almost 5 years with the car not running properly.
2) I have been waiting for a call back from a case manager for probably a month now from *** Canada. They have been no help, but when I did speak with them a while ago, they informed me the side door latch recall was issued in 2015. (So I don't know which side this misinformation is coming from) and you guys should probably touch base about that issue. I'm glad you have brought it up with your employees as a step to improve how you guys are running your business, because as you know I am extremely unimpressed/disgusted how your staff have treated me (***, ***, ***), and for the recall being ignored.
What is the fair market value price? I'm sure that is not nearly half of what the initial purchase price was. I believe, depending on the offer, I will be the losing most of the invested money that has been put on the car and also the car is not even paid off yet anyways.
(The consumer indicated he/she DID NOT accept the response from the business.)
Your offer to reimburse the current fair market value of the vehicle is appreciated, although unfortunately, unfair. This is due to the facts that my safety was totally ignored, many hours of personal and work time lost, high stress levels and grievance. The value of the vehicle has completely depreciated due to neglect from the dealership being able to actually fix the problem throughout the multiple attempts, so wanting to appraise it after you have failed/put off accurately fixing the vehicle for years is completely corrupt and absurd. I am positive you're aware of the vehicles history. The dealership would 'fix' my car to have the job marked as complete to cover themselves, or to show that they were addressing my issue. The issue wasn't properly dealt with until December 2017, four years later. When I reached out to *** they informed me that since the car was being serviced and the issue was being addressed by the dealership they were unable to help. After years of trying to fix this problem, it is only now being properly attended to because of the great lengths I have went to seek an appropriate solution for my problem with your company. It is clear the only reason you have responded to me with an offer for the very first time is because I had to take this to the Revdex.com, which speaks for itself.
After everything I have dealt with up to date, please try to provide me with compensation that is adequate considering my unacceptable vehicle deficiencies and awful service. The resolutions I see fit are as follows: I am reimbursed my original purchase price of the vehicle; reimbursed for current market value+ lost time, gas, faulty repairs, aggravation; new 2018 equivalent or higher value model (not ***).
Please find our response below:
Based on your original complaint to the Revdex.com, we understood that you had a few service issue concerns, but your main concern was your inability to resell the car. We believe that we addressed the service issue concerns as they relate to us, and also your main concern by offering to repurchase your *** based on its current fair market value. However, in your latest response, you are now asking for us to refund you the original purchase price of the vehicle, plus give you a new 2018 *** at an equivalent or higher value model, along with the cost of several other items. After four and a half years of driving the vehicle we feel this is far beyond what we are responsible for as a dealership, as probably indicated by *** in your discussions with them. Your most recent requests can only be addressed by *** of Canada since your complaint deals with the original quality of their product, and not with anything that occurred here at our store.
As indicated in your original complaint, you have already reached out to *** of Canada. Based on your new requests for resolution, you should continue to pursue your discussions with them. *** of Canada should have access to all your vehicles service work, not only performed here, but at any other *** stores in Canada. If not, we will be happy to provide ours to you.
In summary, we believe your most recent request for resolution must be handled by *** of Canada. Thus, we believe our dialogue through the Revdex.com is at an end. We continue to support our original resolution to purchase your mother's *** at its current fair market value using an appropriate appraisal based on mileage, condition of the vehicle, etc.
Sincerely,
***
VP & GM
Thorncrest Sherway