Highbury Ford Service

Unfortunately, my experience with Highbury Ford service was awful.
My unpleasant adventure started when I came to Ford with an engine oil leak. After their specialists performed the diagnostic, I got a quote for ~1550 dollars. The reason is - “possible rear main seal”. The service was finally performed, and I got a call from the adviser. He explained that the leak was fixed but the mechanic found “internal clutch bleeding” and he offered a few options that would help. I went with the “repair kit” option that was in stock, and the price was ~ 330 dollars.

The adviser mentioned that the fix shouldn’t take more than 2 days, but they held the car for about 4-5 days. Finally, I went to Ford personally to ask if they had any updates. One of the advisers mentioned, that he doesn’t really know what is happening with the car and he is just helping his colleague. He found the keys to my car, printed a quote, and was going to give me my car back. I noticed a lot of “maybe” and “possible” in the quote, so I asked if they were sure the car was fixed. After their manager called another specialist, they decided that the car was not fixed…. The ‘’repair fix’’ didn’t actually repair the problem.
When I finally got my car back, they assured me that everything was working properly. Right away I felt that something was wrong – I had to push the clutch hard to change the gear. After 15 minutes I heard a metal noise coming from the right side of the car and finally, it was difficult to change the gear to reverse.
I returned to Ford. They fixed the “metallic noise” right away but then I asked one of the mechanics to try the clutch, so he agreed that something was wrong and probably the clutch needed to be adjusted. They promised to fix the issue in one day. So basically, I spent ~1800 and they returned me the car that wasn’t properly functioning.

The next day I got a call from my adviser. He explained that now my master cylinder is not working properly, and we needed to replace it too. Another quote for ~600$. The part wasn’t in stock, so they had to order it. The delivery had to take 5 days or less. They ordered the part on Tuesday and gave me a rental car. I do appreciate it.

The next week, on Wednesday, I called Ford. Of course, no one knew what was happening with my car, so I had to go there again. The adviser clarified that the part is still in transit, and he doesn’t know when it should arrive. On the way to the rental car, I noticed that my car was parked nearby and decided to check if everything was fine. The car wasn’t locked. The back seats were open. My stuff from the trunk was between front seats, and my documents and receipts were dirty and lying on the floor.
Unfortunately, someone broke into my car and stole my belongings. Of course, Ford doesn’t take responsibility for that. The only thing they covered was ~30 dollars for a new ownership document. They even sent me a message: “It is important vehicle owners understand that vehicles left at Highbury Ford are at OWNER risk”. Etc. And that message was sent to me exactly after that incident occurred! What a coincidence.
After I finally got my car back, the check engine light started to blink. The same evening. (Never had this issue before). Ford didn’t take responsibility and wanted to charge me another ~300$. (Oil pressure switch wires were damaged. What a coincidence)
I went to another company, and they fixed the issue in 2 hours and for 130$.

There are some nice people working there. I’m grateful for providing me rides home and a rental car. But I will never go to Highbury Ford to get something fixed.
All the timelines that they promised were not real. Some representatives talk to you as if you are a piece of s*t. They returned the car that wasn’t fixed. My car was robbed while it was waiting for the part in their parking lot. I assume that they damaged the wire during the maintenance, and they still didn’t want to take responsibility for that.
I was absolutely devastated.

Brought our truck here for an OIL CHANGE! Truck leaves with no windshield wipers! Worst service I’ve ever experienced DO NOT BRING YOUR VEHICLES HERE FOR SERVICE! I will also be dumping my lease with highbury ford and going with someone else!

Very unprofessional. Do not call you back and leave you driving around in an unsafe vehicle for weeks even though they have the answer right in front of them. Would not trust them with any car ever again.

Steve was absolutely amazing. I wanna say thank you to Highbury Ford for all the hard work.

I booked a service for replacing an HVAC motor, I had to call them to find out the status, because they don't call you. And when I called, they told me they couldn't finish the job the same day, I had to pick it up the next day. The next day I picked it up with a strong smell of cigarette inside. No body admits, of course. It's been 5 months, and I can still smell it, if I would know the smell does not go away in months, I would save all the videos from my dashcam as a proof to force them replace the interior. I also know that they didn't worked on my vehicle at all the first day.

To all local Ford owners:
Find a service center where you can actually see who is working on your vehicle. If you don't catch them with your own eyes, nobody admits, nobody cares.

They charged me $350 for 2 hours to run a diagnosis and couldn’t even find the issue despite me asking them to check the starter.

They wanted me to pay 1k to maybe fix it.

I took it to a local mechanic, who immediately found the starter issue and fixed it for half the cost.

Avoid “Stealerships”.

I was able to schedule an appointment for some warranty work in reasonable time and with no hiccups. I do agree with some other reviews that the communication could be improved. I don't think they care to listen to the customer. Happy with the end result.

The service team at Highbury Ford is fantastic! They are knowledgeable and professional. Super impressed, and will definitely return for all my service needs.

I haven't even gotten to actual service work yet because I can't get a Ford part to fix my only vehicle that, if left, could seize my engine; I was told the part had been ordered a month ago only to find out yesterday it never was ordered. Last week, I wrote an email asking for clarification, confirmation and details with no response (found out the Parts Manager (Joe) who the email was sent to, forwarded the email, without responding to me about the rest of my questions, to the service department for a quote on the work itself which he'd already provided to us verbally - never did hear back from ANYONE in Parts or Service, then he split for two weeks vacation), so when we called for a status update on the part delivery, we were told by one of his colleagues that maybe we should get an after-market part and talk to Ford Canada - whaaaaaaaaat? During this exchange, we found out the Ford part (which was on backorder for at least a month and for which it has now been a full month since we were told the part WAS ordered) was in actual fact NOT ordered by Joe according to Mike who told us yesterday he, "can't find an invoice for it. " (Mike actually was trying to be helpful and has reached out to other dealerships for the part in the interim as of yesterday so we'll see if anything comes of that). This is the third time I've had to wait a long time for an essential Ford part, but this dealership won't respond to my questions about what I'm to do if my car up and dies awaiting THEIR part. No rental car offered in case that happens while we wait for THEIR part or if they'd pay my towing to get my car there for work "that requires Ford-only tools, " so I can't even take it to a neighborhood mechanic shop. This is extortion and extremely bad customer service. I will never, ever own a Ford again and if you are thinking about owning one, run, run far away and never look back because this is a deep issue with this company. I don't even want this dealership touching my car now because I have zero trust in this company who does NOT stand behind its products or have effective remedies for parts shortages - think I will sell my car as is and purchase another make of vehicle, just to avoid any more of this disgusting behaviour. Called Ford Canada to tell them what happened and the guy hung up on me so obviously no one is advocating for the customer unless the car is under warranty. Just really pathetic all the way around but specifically this dealership is the worst I've ever had the displeasure of dealing with. I give it 0 stars, even though the lowest rating I can give is a 1. Side note: I am a perfectly reasonable person who doesn't expect the world to drop at my feet (NOT a Karen in any way, shape or form), and I have been frankly surprised and shocked with their (Ford's) very poor customer service, price gouging and lengthy wait times for major parts; that's why I felt compelled to leave a review in hopes that another person will avoid what I've experienced numerous times. Good luck!

I have been a customer for almost two years, it’s always a pleasure when I’m dealing with Mike. If you are looking for a new vehicle, I recommend giving him a call, wouldn’t go anywhere else!