Steve Marshall Ford Lincoln

Every time I visit the dealership something goes wrong, either there's an extra charge that they "forgot" was on the invoice, or they forgot to order the parts that were needed for the appointment so we have to wait an extra two weeks. Even better when dealing with any warranty issue unless you bring a service advisor with you for a test drive to point out the issue, no service advisor will believe you and just send you off by saying "The newer cars are like that". The mechanics were useless as well when one of our speakers in our Ranger broke under warranty, after four visits we finally got it fixed. When asked why they could not diagnose it correctly the first three times we were told the shop was too loud for them to hear it properly. All the front desk people are super nice though which is something good at least, because the rest of the service and parts department is a joke. PLEASE AVOID IT AT ALL COSTS!

Great service. Reasonably priced. Friendly, helpful staff. There was even a driver to take us to the gym and pick us up while the car was being serviced. Came back to a freshly washed car too. Thank you!

Everyone at Steve Marshall that helped me through the process of purchasing a vehicle was friendly, no pressure, and lovely to deal with - from test drive, to financing, to insurance. Thank you Nick, Clayton, and Alanna - I love my new truck!

If you're buying a Lincoln go see Sam at Steve marshall Ford Lincoln. He'll go above and beyond to find you the perfect Lincoln. Great customer service from start to finish. Thanks Sam - we love our Navigator:)

Big thanks to Nick for helping me get into my new truck. Made the process super easy. Highly recommend you go see Nick for your next purchase!

Incredible service every time! Couldn't be happier with my experience. Troy especially makes dealing with Steve Marshall Ford a dream!

Place is a joke! Took my truck here last year, Charged me for something that never got fixed so I came back for warranty work and never even got a refund because the problem wasn’t fixed the second time I came back. Took it to an actual mechanic and they found the problem, tells u a lot about the mechanics working there.

What a fantastic experience in service for a flat tire. Thank Cassie and the Service Department for getting my wife and I back on the road while we were on vacation! You have shown what understanding and good service is all about. Sending a staff member to get the tire from your supplier rather than waiting for it to be delivered and then installing and cleaning the vehicle goes above and beyond the expected.

I would not recommend to order any vehicles from Ford Nanaimo.

We have a fleet of 20+ vehicles and I bought 3 other Ford Transits for work from other dealers while I waited for this 1 from Nanaimo Ford.

As a local trades business we wanted to support our local dealer, but I regret it due to poor communication, poor attitude, lack of accountability and poor excuses from car salesperson John Erickson. I should have cancelled order after 1 year. I waited well over a year and called for updates multiple times. Only update I got was price went up. John’s only solution was he kept offering me other used vans that were a much lower spec. I finally cancelled the order and once he did the refund THEN he smugly mentioned he knew the van was coming in a few weeks, but “don’t worry it will be easy to sell to someone else”. Then to add insult to injury John texted me a few minutes later to say he finally had a van I could buy (it was my cancellation). I guess he still had no clue who he was communicating with.

2 stars because they returned deposit.

Great experience overall. Had the perfect trifecta of management, sales and finance. Shoutout to Adam, Troy and Parker!

Have been dealing with SM Ford now since 2001. Three leased Mustangs one Escape and one purchased Mustang have had the BEST OF SERVICE THE BEST OF SALES and SERVICE PEOPLE. My recent service experience was REMARKABLE. Had an issue which couldn't be detected in the previous service but was discovered and fixed this last time. Simply because the service agent and mechanic would not give up till it was located and repaired. My service agent (Dave K) also tried to help in getting the cost of part covered by warranty his effort was unsuccesfull but much appreciated. Service at SM Ford is prompt, agents are clean respectful, helpful, informed and polite.ya I can say I LOVE STEVE MARSHAL FORD NANAIMO

My Lincoln went in for service and they ordered the wrong part.twice. The Lincoln service rep Joelle though is amazing. She kept me informed on timelines and progress.

We would like to send a big thank you to Sam Hooton at Steve Marshall Ford in Nanaimo. He was willing to work hard to get us the car we wanted. He was very professional and helpful. He even followed up with a couple of phone calls a week later to ensure everything was good. Thanks Sam, we will definitely recommend you and your team at Steve Marshall Ford to others.

I’m on my way. Ford was very prompt with my service. Replaced my runningboards under warranty. And my truck was very clean inside and out when I got it back. Phoned me let me know. Exactly what they were doing. How long does it take. I’m very satisfied With their service

Dropped truck off. Said would squeeze in. Almost a week went by before I had to inquire. No communication at all. Zero. This was the worst. My truck was in Ford for 3 weeks. After 2 weeks I needed my truck back. Their response was parts ordered. Are we not fixing? Wow! No communication. I needed a vehicle so finally I received a rental for the remaining week to get to work. Never again will I go to Ford in Nanaimo.

We have been dealing with the guys at Steve Marshall Ford for many years now and have really experienced how well they take care of their customers.

We have bought many cars/trucks from them and always feel that they take the time to explain everything and make sure we are totally happy before proceeding with a purchase. You definitely receive genuine customer service and they take pride in getting you into the right car. They look at customer satisfaction as the main end goal, not just another sale.

Our son also just bought his first car from them and again the service was top notch. When he encountered an issue just 4/5 months into his ownership they really bent over backwards to help him, and put themselves in his position rather than just making money off the repair. They went totally above and beyond what we already expected of them, and demonstrated once again how customer satisfaction is key to the success of their business.

We will always highly recommend this dealership to everyone and will continue to be loyal customers of theirs. You just don't get better service anywhere else!

I am extremely grateful for the efforts of the team here to go above and beyond to exceed my expectations of what purchasing a vehicle would entail. Nick was my sales associate and he did a fantastic job of listening to what my needs were for the purchasing of my businesses first company vehicle. He was very invested in making sure my needs were met and that I would be happy in a new 2022 Bronco. He even made arrangements for my company logo to be thrown on. So if you see the Horne Lake Caves Bronco riding around town, that’s thanks to Nick and the awesome team here. I am very impressed by their high standard of professionalism and definitely recommend them.

Was the best vehicle buying experience in my life. I got a good deal, no hassles. Friendly staff all around.

Salesman Parker was fantastic.

Manager Adam was fantastic.

We have just acquired our fifth Lincoln from this dealership. We find the sales and service departments to be consistently reliable. We have been very pleased with the sales experience and with the services of the Lincoln Service Concierge program.

Had an extremely positive experience after months of looking for a new car and disappointments in poor negotiations in other dealerships. Happened to deal with Andres during the purchase process and he really went above and beyond expectations.

Also the entire staff including Liz, Craig and the insurance agents were very kind and easy going and the entire process felt exciting instead of daunting.

As a woman it is such a stressful thought to be treated poorly at a dealership and I have had terrible experiences before but the entire staff and salesman Andres made this experience very positive. Thank you for everything

We have a 2013 Escape bought at this dealer- that process went well. I also had a 2007 Mustang V6 convertible with 70,000km- so a very low mile, under stressed car. Every repair was botched one way or another. Every time I went to the service department I felt as though they reason to do extra work or replace extra parts. The last straw was their recommendation to replace all of the CV axles on the Escape because there was too big of an air gap on the rear wheel speed sensor. That would be over $1,000 in extra, unrequired parts.

Andras Tovar is the finest salesman we have had in buying Fords since 1960, he was knowledgeable and very courteous, explaining every thing about the new car. Many thanks to Andras and all the staff who dealt with us.

You know when you walk into a building and you can feel the vibe. That would be my experience at Steve Marshall. Everyone there seems to get along with each other and treat each other with respect and kindness. I love my new truck! Thanks so much.

Side notes:
-salesman actually listened to what was important to me and delivered
-everything the salesman said he would do, he did, and a little bit more
-clear honest communication
-got through the paperwork super quick
-I'm sure all the salesmen here are great, but mine was fantastic. His name is Andres. He is worth seeking out.

Thank you, Sam. What a knowledgeable, honest young man. Professional and courteous. Sam took the time to show/explain all the functions on the vehicle, he honored the initial trade-in. We highly recommend Sam if you are looking to purchase a vehicle at this dealership. Lauri and Diane.

Ordered my new F150 through Steve Marshall Ford Lincoln and could not have been happier with the overall experience. Would highly suggest this dealership to anyone looking to purchase a new/used vehicle.

I can not say enough good things about this ford. Coming from america I’m paranoid about my car and it’s functioning and not only have they been so so accommodating but they have hearts of GOLD. I would give Kaelin and Joël big promotions honestly, they made me feel so welcome and cared about! 10000/10 American fords need to take notes!

Can’t express enough gratitude to the team here. My Mother who is suffering from dementia found her way into the dealership via a cab. She asked for me by name and they were able to track me down in Kamloops. They paid for her cab and escorted her back to her care home and made sure she was safe. Words aren’t enough to express the appreciation we have for them taking the time to ensure her safety. Thank you so much everyone!

It’s almost as if they don’t want to sell you a truck. After attempting the on line build your truck portal went in to dealership in person. They were unable to provide any real cost for vehicle as apparently need a VIN on lot first. So as it seemingly stands now you must order a truck at a unknown cost get it to the lot then they will tell you what you owe…. Ok then. So I ask to at least get a print off of the truck I’m interested in along with options and a estimated cost. Nope can Only email it to ya. Ok…provide my email, day later nothing shows up. I phone the dealership get put thru to the sales persons email leave a message confirming my email and such. Well days later you guessed it, no response. Like I said it’s like go away.

Rob the salesman was excellent, I drove up from Campbell River and he had a vehicle with plates on out front ready to test drive, I felt rob cared to give good customer service, no pressure, and felt he understood all my concerns, thanks again Rob, great job.

Amazing experience with John. Came from Comox as I had a bad experience with the local dealership.

My partner and I had a great experience with Victoria, she was incredibly helpful, kind and got us a great deal on a used car. She was realistic, informed, and listened to what we wanted and then got it done! We spent several hours there while our deal was sorted out and we were made to feel comfortable, at home AND the coffee was good.

First edit: 1 week after purchasing our car, it died on the highway. After towing to their lot, they told us it would be over a week before they could even start work on it, and we would have no courtesy car or loaner. I am extremely disappointed, and am continually in touch with the team.

Second edit: The team at Ford took care of the repairs, it took a bit but they did it on their dime and Joël was incredibly helpful throughout the process. They put a new transmission in (and had to send the first one they got back which slowed things down) but eventually the work was done and we were very happy with the end result of a working and hopefully reliable car, with a new transmission! Overall would recommend, only lost a star because they sold us the car that way and the time the repair took

So I got a recall over a year ago on my explorer. Went to Steve Marshall and gave them my details, they said they would order the parts and get back to me for the installation. 14 months later, I still haven't heard anything from Steve Marshall. The part got lost in the mail or they just couldn't be bothered with something they can't make a profit off?

Top-Notch Customer Service! From initial enquiry through product delivery, the staff at Steve Marshall excel at customer service. Special thanks to John and Adam!

I am totally impressed by the efforts that Rob the Service Manager took to address a number of concerns I had following my initial service visit. None of the issues related to the service work that they did but Rob, who was obviously very busy, always took the time to talk to me to resolve concerns I had. Staff were very attentive and respectful and obviously cared about their work. I would definitely recommend any Ford customers to visit Steve Marshall for their Ford service requirements

I have a ford focus.great little car. I don't normally get my car serviced here but I had some warranty work needed doing. They were great! Friendly, informative and efficient. They even have me a follow up call to see how everything is doing. In a time where customer service has gone by the wayside from so many I am happy to see it's still out there. Thank you!

My boyfriend had an oil change done on his truck today. Everyone was very welcoming and they did a great job! We'd like to especially thank our driver who brought us to and from the mall while waiting, he was beyond wonderful to us. We can't wait to visit again!

I have bought 2 new Trucks from Steve Marshall Ford, both times they have exceeded my expectations.on Friday mar 27 th my new truck arrived. I had a 2019 F150 to trade in and wanted to know the difference that I would have to pay. Truth be told I was expecting that they were going to offer me less for my trade. In fact the deal they offered was so fair that I felt no need to try and further haggle for a better price. Picked up my truck on Saturday Morning, I have to tell you what an amazing truck and an amazing experience. Thank you to the team at Steve Marshall Ford.highly recommend these guy's.

Not a good experience here.
Id recommend a different dealership, next time I’ll be going to the mainland it’ll be more worth the effort.

Expect poor customer service and a highly inflated price. Tried to sell me a traded in 90s vehicle with a mile long list of issues for $11,000 (market price comparison the vehicle is worth $5,000 on a good day) the worst part is they didn't disclose the issues! Save yourself the trouble.

I bought a 2016 Hyundai Tucson from here back in October 2020.
As it was my first time buying a car for myself I was hoping for the price of it, that everything was working fine and that there would be no problems.
We got to take it home and three days later it went in for inspection.
We mentioned that the camera was very blurry and that there was a hesitation.
The inspection report stated the camera was just low quality.

In January 2021, after winter holidays,
it was the only time we could reach out back to Ford in person and talk to the sales leader.
We spoke to Ryan about the problems but mostly the camera was our main concern and wanted that fixed mostly.
He agreed to give us an inspection and figure out what we could do afterwards. He said he would contact us in two or three days.
No word after those days so we called the service department a week later and they had no idea about any appointment for us.

Well they got us in for a free inspection at Hyundai two weeks later, which they fixed a Break issue, and a relearn of the computer.
But the quality of the camera was marked by the technician as “needs to be replaced” as this was our number one complaint to Ryan and Ford service department, I was very disappointed that it wasn’t taken care of.

The camera not working properly is a huge safety concern and it was one of the reasons why I wanted to upgrade to a new vehicle with that luxury. But unfortunately it still has not been resolved with no follow up from anyone from Ford. We are left disappointed.

We just bought a used 2016 F150 with Kurt and I had a great experience. He answered all of our questions and made the process simple. We traded in our car and the process was easy. We had specific requests because this truck will pull our Airtream and all our questions have been answered. Kurt and Ryan worked to find a good arrangement for me and we left feeling ecstatic to be in my dream truck for just a few hours.

I would definitely recommend Steve Marshall Ford, talk to Kust and Ryan and you won't regret it!

John Erickson was excellent, he worked tirelessly to get me into the truck I wanted, as well as the rest of
The staff I dealt with there. From finance to insurance to sales, great job.

Purchased a truck from Kurt and the experience was great. Super easy and great service, truck was spotless when we picked it up and seamless. We did have some issues that came up with the truck that was not aware to the dealership but the warranty that came with the used truck covered the repairs which is just one more reason why buying from a dealership is better then private. Thanks for the great service.

We ordered a part of our F150 and was told to could arrive in about 2-3 weeks. It arrived 5 days later. When I picked up the part I asked if they could install it for me. It's an easy job but I don't have the tools with us, as we're visiting in Nanaimo. No problem.it was installed without a charge.
It took the young fellow about 5 minutes but it would have taken my wife almost an hour! While at the dealership I was approached by at least 3 Ford personal and each time was asked if they could help or if everything was OK. Great service with a smile. Thank you very much. It was appreciated and because of that I highly recommend this dealership.

Steve Marshall is another name for the Excellent Service
Amazing service at the Service Department
Very helpful, Very Professional
HIGHLY RECOMMEND

This dealership was a nightmare from start to finish. The salesman did not show me all the damage on the vehicle knowing I had to drive 1.5 hours to view it. They attempted to sell me damage that occurred through vandalism in their own lot. The word “dick” was carved into the paint on the tailgate and the salesman actually tried to sell it to me (the finance manager let slip the damage happened on their lot) The vehicle was delivered filthy and not sanitized during the covid quarantine. It was so bad I specifically asked 3 times prior to my purchase and was told it would be done.there was grease and grime on every surface including the seatbelts. Dog and human hair in the seats. Food and debris on the floor etc. When I picked it up they told me they could not clean the truck, because they had no cleaning staff due to covid 19. I was under the impression that cleaning was the most important and deemed an essential service? I had to pay to have the truck detailed myself.through one of 50 open detail shops in the area. I’ve bought 4 new fords and this dealership by far was the most dishonest, and by far the most unpleasant to work with. I highly recommend going elsewhere. I only wish I could post pictures here.

I’ll just start off by saying that this dealership, by far, was the most hassle-free and smoothest experience when it came to purchasing my vehicle, and Jason Vance was the key reason for this. It was such a breath of fresh air, and I would definitely be happy to do business with him again.

About 2-3 weeks ago, I was interested in getting myself another vehicle since my current commuter was nearing its end. Over some weeks I went to various dealerships with prior knowledge of knowing what vehicle in their lot I wanted, and continuously I was met with sales people who wanted to sit me down and take a survey to browse other vehicles. Several times I insisted that I was only there to look at one vehicle and had limited time to do so, as I had other dealerships I wanted to visit, but I was still met with insistence to fill out a survey, or to take a look at other cars without even showing me the vehicle (s) I had originally came to see.

When my girlfriend and I had stepped foot at Steve Marshall Ford, Jason Vance came out and noticed us looking at one of the vehicles. When I told him I had came to the dealership to see this vehicle, he didn’t trouble me with any additional steps besides actually taking my interest seriously and showing me what I wanted to see. Before even asking to test drive it, he had a license plate in hand and was ready to go. Where other dealerships would still have me sitting in a chair making small talk before seeing a vehicle, I was already on the road test-driving one. We were met with straight up honesty, and at the end of it all we ended up buying the vehicle right there that day.

Being at this dealership, my girlfriend and I didn’t feel like we were just some customers trying to be won over. The entire process didn’t feel artificial at all. It was a complete down-to-earth and genuine experience.

Jason Vance was an integral part for this experience, and we both would recommend him to anyone who is in the market of getting themselves a vehicle.

Have been a Ram owner for quite awhile but really like the NEW F150 so took the plunge dealt with Brad in sales great guy not a pushy salesman happy with the deal I got here, only thing that bothered me was that the truck was supposedly already undercoated and I was charged for it a few days later I decided to take my running boards off and noticed that the truck wasn't undercoated, my wife and I have really busy schedules so leaving the truck for a day or two to have this done is very hard glad I noticed but who really checks to make sure there vehicle is undercoated after buying it

Update 3 years later
They refunded me my money for the undercoat no problem. I’ve since moved on to another Ford truck that I have had in the service department.
Everyone in the service department is always helpful and takes care of me in a timely matter.

Absolutely wonderful place to buy a vehicle. From the moment I walked in, I was looked after by every dept in the dealership. They really made the buying experience rewarding. Big thank you to Jason for the whole experience

$400 dollars just for a diagnosis (really? !). Then I was quoted over $900 to fix what they diagnosed. Seemed fishy so I took it somewhere else. Cost me $215 all in and my car is working fine.

They wanted to replace the electronic temperature sensor, this was not the main issue. Replaced a leaky heating tube and I was good to go.

The service was very good, all went as perfect as any one would expect at a
car lot. I never needed a car because it was done in less then two hours, enough to sit and talk with the Steve Marshall staff and enjoy waiting.

Highly recommended Kai! We are from Victoria and we’re shopping for an new Lariat F-150 down Island and on the mainland. We were very tired of the high pressure sales elsewhere and almost gave up due to the Stress. My Boss recommended I call Steve Marshall as he had a great experience. I dealt with Kai and his friendly professional low pressure approach was a huge breath of fresh air. Steve Marshall blew all the dealers out of the water and the other dealers couldn’t touch it. At the dealership we kept waiting for a curve ball or a catch because the other dealers had put a a sour taste in our mouth. There was no catch and it was the best experience we have ever had at a dealership. Will be back for sure! Thank you, thank you!

My wife and I purchased our new 2019 Ford f150 from Kai Huculak at Steve Marshall Ford in Nanaimo. We couldn't have asked for a better sales associate. Kai went to incredible lengths to find us the truck we were looking for. The perfect truck for us was in Alberta and Kai had it in Nanaimo in only a few weeks. He went through every step with us and made sure we got the truck we were looking for. Thank you Kai for your kindness and diligence in making sure we were taken care of from the beginning of the process right through to the end, with constant updates while our truck was being transferred. I highly recommend Kai wether your local to the Island or from afar. You are assured the best vehicle buying experience with Kai.

Kai is an all around amazing guy and great salesmen. He really helps your find everything you want in a vehicle in your price range. He helped me find an amazing vehicle and I’m grateful for all his help and kindness, I recommend seeing this guy if your looking for a vehicle.