Dealer 2-Year Rating

Overall Rating

3.5 / 5
Customer Service
3.6  
Friendliness
3.8  
Overall Experience
3.4  
Price
3.6  
Quality of Work
3.5  
Service
3.6  

Dealer Reviews

Show:  

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Poor customer service

By Jeff Lockhart on 5/30/2018 at 2:24 PM.

I bought my car at thorncrest ford. I recently go it serviced the for a clutch recall. When I got home the hood sensor said the hood was open. So I called in and was told to bring it back in. I was too busy at the time so I didn’t (my fault, yes). I finally came back in 4-5 weeks later and was told to make an appointment. So I did. Came to my appointment today (May 30,2018) and was told that there would be a fee. This was the first mention of this. I asked why should I pay this if it is a problem that you caused? They replyed "How do we know we caused it?" I said cause I called in right away. (Make sure you get the people’s name that you deal with). I don’t think customer service people should be combative.

I would not recommend this dealer.

Overall Rating

1.4  

1   Customer Service
1   Friendliness
1   Overall Experience
2   Price
2   Quality of Work

Buying F-150

By gjoseph on 5/14/2018 at 6:11 PM. Helped by Mervin,Kwas.

Poor Customer service, I was waiting for 1 hour to talk to the sales rep even though I send an email to meet at a certain time. Will never go back to that dealership. Arrogant and not willing to negotiate price

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

2015 Ford Escape Titanium Purchase

By Tmcfarlane on 4/28/2018 at 9:34 PM. Helped by Muhammad Ghori.

Muhammad Ghori was the dealer we worked with for the purchase of my SUV. Muhammad was such a wonderful person to work with & couldn't have asked for a better sales person!Muhammad went the extra mile by sitting with my husband & I by setting up & going over all the technology features this SUV has to offer. If you are in the market for a new car I would defiantly recommend speaking to Muhammad you will be glad you did!

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

NEW MUSTANG PURCHASE

By sandra on 4/25/2018 at 12:15 AM. Helped by Jim Zenetos.

About a month ago I started searching for my dream car. After researching on line I was very interested in the 2018 Eco Boost Mustang Convertible. I called Thorncrest, and was linked up with Jim Zenetos. What a GREAT experience! Jim has been with Thorncrest many years and does he know his stuff. He found and brought to the dealership the car of my dreams!! He had a very kind and unassuming way. I never felt any pressure, he wanted me to get what I wanted....not what he had available. We made arrangements for me to pick up my car on April 16th, 2018....well that didn't happen thanks to the ice storm. I picked it up on April 20th....after the snow and ice had melted. While driving with the roof down the next day....a woman on a Harley gave me the thumbs up. Jim made this purchase very simple, no stress at all. Thank You Jim for all of your help. Warmly Sandra Quennell

I would recommend this dealer.

Overall Rating

4.4  

5   Customer Service
4   Friendliness
5   Overall Experience
4   Price
4   Quality of Work

Excellent Support

By cguy123456789 on 2/16/2018 at 4:33 PM. Helped by BARBRA.

Great support from the staff, especially Barbra, who did everything she could to make sure I drove away happy! Thank again to the team there, and I would recommend this dealership to anyone!

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Great customer service!

By Dilara on 2/13/2018 at 12:01 AM. Helped by Peter.

Everyone at thorncrest is super friendly and super helpful. They go above and beyond to make sure you’re satisfied. Today I ran in for a last minute windshield wiper blade replacement as mine broke and and turned into a bigger problem with the motor but everyone at service was very kind and wanted to help. They definitely didn’t take advantage of the fact that I obviously didn’t know what was going on and they made me feel as though they were there to take care of me and my car. Service is great! I believe the name of the young gentleman who helped me was Peter. Thank you to the Service department and Peter!

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Amazing service for my elderly mother!

By IdreamofJeannie on 2/2/2018 at 6:40 PM. Helped by Kiesha.

My mom’s an elderly lady, who listens to about 2 radio stations. One day maybe a few weeks ago, she must have pressed a button and lost her radio presets. She called me in a panic and I suggested she go to the closest Ford dealer to her, Thorncrest, as I live over an hour away and explaining how to fix the radio over the phone to an almost 80 year old is nearly impossible! She said that she drove through and was helped by a girl named Keisha, who sat in the car with her and showed her how to put her radio stations back for no charge! My mom still talks about it almost a month later, how patient and quick the service she received was, especially when some places probably wouldn’t hesitate to take advantage of an elderly lady. Thanks Thorncrest!

I would recommend this dealer.

Overall Rating

4.4  

4   Customer Service
5   Friendliness
4   Overall Experience
5   Price
4   Quality of Work

Did everything to resolve my issue

By ExplorerMom on 1/27/2018 at 2:41 AM. Helped by Terry, Patrick, Pam..

I bought my my explorer from another dealership in 2015. Since then, I had been having issue with it’s cabin odour. I brought it to 3 dealerships/service centers and only here where I found the people who took the time and attempted to resolve my problem. I have to say, I was almost not coming back here either because of a rep that is all promises but never delivers. For whatever reason (I think because I was tired of explaining my problem to another service center), I decided to give it one last shot. That’s when we met Terry. He was upfront with us and explored another solution for us that actually gave us some comfortable ride for the remainder of last summer-fall. His attention to our problem gave us hope for a more lasting resolution. Finally, we were informed that there is a recall to our problem and we are just relieved to finally be able to enjoy our ride especially during the warm months. By the way, we never spent a single penny during this whole process. Our TriCare warranty covered everything. I can’t thank Terry and the team enough for their dedication. And that guy who releases our truck when the work is done... I think his name is Patrick. Is he ever respectful and tactful and pleasant not only to me but to the other customers too. He is really good at what he does. Thank you.

I would recommend this dealer.

Overall Rating

2.5  

4   Friendliness
1   Overall Experience

Thoroughly disappointed

By Nothappy on 1/25/2018 at 1:01 AM. Helped by Not available.

Worst vehicle ever. Transmission worked on many times and replaced several times and still intermittent issue. And off course you get charged for parts going into it but it does not correct the issue and you wonder why are you paying for repairs out of your pocket but the issue still remains. Worst yet. I bring my vehicle in to have the turbo completely replaced under warranty for the second time in about 4 months and now I have a new issue that I have to pay for. Apparently my battery leaked the acid all over and damaged things so now they tell me that it is going to cost me over a $1000 to replace the battery and the damaged parts. I asked if I get the parts and battery changed and it happens again is the issue under warranty. They said yes for 2 years. Than I informed them that they changed the battery in the fall already. But they looked into it a and I still have to pay for everything as I never paid for the new battery to be put in. So apparently their defective battery they put into my vehicle without even discussing it wth me is my problem. Now isn't that the worst thing you have ever heard of as an excuse to take my money. And you wonder why people complain about Ford and their terrible customer service.

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Excellent dealership and service is amazing!

By annee on 12/15/2017 at 11:47 PM. Helped by Do not know names..

I bought a 2 year old Ford Escape from Thorncrest last August. The car was low mileage and very clean. I was very impressed with the salesperson. Last Thursday, I took it in to purchase winter tires. The price was extremely competitive and the service was exemplary. The car went in at the appointment time, I received a ride to another appointment and a pickup! This dealership knows how to provide service.

I would recommend this dealer.

Overall Rating

4.6  

5   Customer Service
5   Friendliness
5   Overall Experience
3   Price
5   Quality of Work

Very positive experience everytime!.

By Focus on 12/9/2017 at 5:06 PM. Helped by Wendy Lawson, Pamela Hill and Bev..

I am extremely pleased with the great service I have had everytime I needed. My vehicle had to be dropped off a few times for service and the Service Advisors were very courteous and focused on providing me an excellent service. On my lastest visits to perform a recall service, I was assisted by Wendy Lawson which promptly took care of me and made sure everything ran smoothly. I was very pleased with Wendy's dedication and interest in providing me with a very positive experience at Ford Thorncrest. Also, Bev and Pamela Hill were really engaged in making sure my vehicle would be well taken care of. I definitely recommend!!.

I would recommend this dealer.

Overall Rating

4.6  

5   Customer Service
5   Friendliness
5   Overall Experience
4   Price
4   Quality of Work

Great Service

By Doug on 12/1/2017 at 10:07 PM. Helped by Wendy.

Keep up the great work Wendy, I really appreciate the extra mile you went to ensure a satisfying experience. Ford should be proud to have you on the team. Best, Doug

I would recommend this dealer.

Overall Rating

2.2  

2   Customer Service
5   Friendliness
1   Overall Experience
2   Price
1   Quality of Work

Refused to honour warranty

By Ian864 on 11/12/2017 at 5:21 PM. Helped by Don't know.

I would have to write a book to list all the problems I had with my car and this dealer. The car has never run properly, and every time I brought it in, they tried to charge me, even though it was covered under Tricare. The last time I brought it in, they told me they weren't going to fix it, even though it was still under warranty, because they already fixed it once. Since then, I have filed a complaint with Transport Canada. I highly doubt I will buy a Ford ever again, but if I for some reason do, it won't be from Thorncrest.

I would not recommend this dealer.

Overall Rating

4.8  

5   Customer Service
5   Friendliness
5   Overall Experience
4   Price
5   Quality of Work

They made me feel like the most important customer ever!

By Judith Veinot on 11/3/2017 at 2:25 PM. Helped by Bev and Terry.

Finding a small puddle under my 09 Escape, I phoned in a panic. They were overbooked with service vehicles that day, but I explained I can't be without a vehicle and offered to pay for a rental if I could just drop it off. Bev went above and beyond and called me back to say they would look at it and let me know when they could fix it and give me a loaner. Terry took over and called me later to tell me the problem, they had the parts and they would fix it in the morning and have it ready by lunchtime. They both told me I was a very valued customer. Thorncrest people are the best! Thinking about buying Ford number six!

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

quick and smooth

By mike1987 on 10/14/2017 at 5:58 PM. Helped by Muhammad Ghori.

I want to recommend this dealer. Everything goes nice and smooth and Now I'm happy owner of 2018 Ford F-150 .Thanks to Mr. Muhammad Ghori.

I would recommend this dealer.

Overall Rating

1.4  

1   Customer Service
1   Friendliness
1   Overall Experience
3   Price
1   Quality of Work

Unsatisfied and disappointed

By maryxtang on 9/20/2017 at 7:08 PM. Helped by Tony Melhurish.

I've never written a review here before but felt the need to today. The manager Tony is very rude and unprofessional. He pretended like he didn't know us and the problems that we have with our vehicle at first but when trying to explain what they were and who we are he wouldn't even give me the opportunity to speak and kept cutting me off and telling me there was nothing to talk about and that my 'issues' will be "passed on". Are you kidding me? We've been "passed on" for almost 6 months if not more trying to resolve these issues. Being passed on to someone else time and time again and never hearing from them. In the end he hung up on me and didn't have a care in the world what we as customers needed and wanted resolved. He is the most unprofessional individual person we've ever had to deal with. Im not sure why Thorncrest would employ someone like him as a manager and allow him to speak and deal with the customers they he did and does. We wrote a review awhile back about the issues because we had no other way to get heard, which caught their attention to finally have someone called us back. Instead of doing his research to find out that someone had already contacted us, Tony calls us and instead of apologizing for dropping the ball he instead gives us grief and questioned us as if we committed a crime. Might I also add to his record that he openly said that he was unsure that he even wanted us as customers anymore. Is this a joke? Thats just a brief explanation of our experience. Horrible and unforgettable for sure. Sincerely, unappreciated and forgotten customer.

I would not recommend this dealer.

Overall Rating

1.8  

2   Customer Service
3   Friendliness
1   Overall Experience
2   Price
1   Quality of Work

great until i bought the car...

By scottd on 8/30/2017 at 3:29 PM. Helped by Josh Tombran.

I bought a 2013 ford focus on august 16th, 2017. Josh my salesman was great, helped me with everything, was very friendly and had no issue with him. I got the dealership to install window tinting, which they had a guy come in to do it. No problem. I was told not to touch the windows for two days to let it set- pretty standard stuff. After the two days I put my windows down and i hear a huge scratch coming from my passenger front window. I looked at it and realized whoever did the tint, must have dropped something inside the door or something but there is a thick scratch from the bottom of the window to the top now. I called the dealership and was pretty pissed off, and they told me that I got a warranty with the vehicle, take it to discovery ford(local to me) and it would be covered. I called discoveryford and it is not covered and would cost me $425. I called back Josh at Thorncrest and have not heard from him once. He isn't returning my calls, or my voicemails. My father went in and spoke with the used car sales manager and he basically shrugged his shoulders. Really not impressed

I would not recommend this dealer.

Overall Rating

4.8  

5   Customer Service
5   Friendliness
5   Overall Experience
4   Price
5   Quality of Work

Flat tire special service in record time

By Jmlippy on 8/1/2017 at 1:50 AM. Helped by Bev.

Fantastic Service Department Team!!! Worked throughout the day to order the tire needed so that when our car arrived by tow truck, it was able to be repaired within an hour.

I would recommend this dealer.

Overall Rating

4.8  

5   Customer Service
5   Friendliness
5   Overall Experience
4   Price

Awesome Experience

By Nancy on 7/26/2017 at 1:45 PM. Helped by Carlos Mendes.

I traded in my F150 as we no longer needed it to haul our trailer and we felt we were driving around in the city with a gas guzzler. Don't get me wrong, the truck is excellent on the highway just not so great driving around the city. We had done our research and knew that we wanted an Escape. We posted our truck in Auto Trader for $18,000 but, Ray, the Used Car Manager gave us an excellent price on our truck and we were able to trade it in without doing any test driving with potential buyers, certifying or e-testing. Or,(best part of all) having to deal with tire kickers or people trying to dicker over the price. We had an excellent salesman, Carlos Mendes and he got us into a "like new" Escape Titanium, which we absolutely LOVE! I would highly recommend this dealership - nothing but an absolutely positive experience!

I would recommend this dealer.

Overall Rating

2.0  

1   Customer Service
4   Friendliness
1   Overall Experience
3   Price
1   Quality of Work

Lied to and rushed over to get to the next sale

By Raymond on 7/18/2017 at 5:23 PM. Helped by Muhammed.

The salesman Muhammed, First he says I was approved, then, but payment has to be higher, and 1 more year added, and have to take maintenance package. I told him not interested unless i was approved for original deal. He says I am, go in to sign some papers, and find out not approved yet. Had to take a maintenance package. Then In the beginning, I asked for one feature, which I wanted, he tells me it is standard on all fusions. I picked up new car and found out it was not included. When i confronted him on it, he lied saying he didn't say it was standard, but my wife was sitting next to me when he stated it. He only cares about the sale, That is the problem with car sales, it is already stressful decision and then you have untrustworthy money grabbing people like this. Gave one star, because receptionist and sales manager were nice. So if you have to buy from them, ask for Tony, avoid Muhammed.

I would not recommend this dealer.