|Address:||10025 152 St, Surrey, BC V3R 4G6, Canada|
|Working:||9AM–8PM 9AM–8PM 9AM–8PM 9AM–8PM 9AM–6PM 9AM–6PM 11AM–5PM|
Its been several months since purchasing a used F-150 Ecoboost from Hallmark Ford. The vehicle exhibited a fairly serious engine problem the very next day after purchase. Getting this truck repaired to proper working order was going to prove very difficult with a tough to diagnose issue and the manufacturer (Ford) being less than receptive to even acknowledging the problems. Being from the Island my greatest fear was buying the truck in Vancouver, having an issue and then having my local dealer refuse repairs. Not only did my local dealer refuse any repairs, they made my efforts that much more difficult, even refusing to complete some required technical service bulletins for the vehicle for symptoms it was clearly displaying and covered by my warranty. After seeing the situation I was in with the truck and my obvious frustration Hallmark Ford stepped up to the plate and helped me. They actually had the vehicle picked up from my home on the Island and taken to them so it wouldnt inconvenience me. They had the truck for over a week and did some extensive warranty repairs to the engine and then delivered it right back to my door. Much to both our dismay the problem with the motor returned in less than a week! This is where I expected Hallmark to drop the ball on me, and tell me they couldnt help me anymore. I was wrong... Hallmark has continued working with me to find a resolution to this issue and I know that theyll be in this for the long haul until the truck is fixed properly. When I initially bought the truck from Hallmark it was an excellent experience. Dan, the salesperson I corresponded with was excellent, courteous and there was no pressure. The entire deal was pretty much conducted via email which brought a nice change of pace from previous car buying experiences where you spend a few hours at the dealership. No, the problems with my truck definitely arent over yet but it has warranty still and Hallmark Ford has definitely stood behind me and the truck and based on their actions I believe they will continue to do so until my truck has been repaired properly. What started out as a very hopeless situation for me has definitely turned around into a positive experience and one that has earned my loyalty as a customer and even some referral business for Hallmark as a family member just bought a Ford Escape from them today on my recommendation. I will update this review as the situation with my truck continues to unfold. Once the truck is all fixed this will be edited to 5 stars. If anyone has specific questions as to the problems with this particular Ecoboost truck you can email me through Google+ and Id be happy to answer. Its an uncommon engine issue that is difficult to explain and diagnose but its definitely an issue. Thank you Jeff, Eric and Dan.
Lets go back to 2014. I had a Ford "call back". My vehicle (2013 Escape) went in for the needed repairs. I went to Dawson Creek for a family visit and found there was either oil or grease all over the underneath portion of the vehicle. This was front to back. My car was down for 2 days as it was the Aug. long weekend. I got my car into the Ford dealer there and it cost me $1300.00 because they had to do the warranty work again. When I returned to Surrey I showed them the bill and they reimbursed me for the full amount. Now, 2016. I took the same vehicle back to Hallmark Ford for a 48,000km service. They did a "hot oil flush" and claimed that the transmission oil had to be changed. This had me wondering, as I have had one vehicle in my lifetime of driving (Im now 69). I got home and phoned and asked why the transmission oil change, and was told that that was part of the service. I told them that the owners manual stated that the tranny oil should be changed at 240,000kms not 48,000kms. The service manager entered my vin number again and said it shows that the vehicle, according to Ford, requires the change. Later I was refunded $303.95 2 or three days later I noticed oil in the spot where I park. I placed a piece of clean cardboard under the motor and 2 hours later it was soaked in oil. Back to Hallmark ford. The vehicle was again taken in and it was determined that the gasket on the oil filter "malfunctioned". Again, in 53 years of driving, I had never heard of this. To post this on the web it seems that I have to activate 1 star.
THE WORST service ever experienced except my Sales Person. Bought a brand new Ford F150 and it came with a sloppy paint job on right fender. So dealership assured to be fixed under warranty. They gave me an appointment for 9:30 and told me should be done in couple hours. So I dropped off my truck and customer service rep told me will be done by 2:00 PM. Called the service department and they told me its not even gone to the shop yet and should be done by 6:00 PM. Then i got a call around 5:00 saying the parts not ordered which the service rep should have told me in the morning. Called my sales rep and he investigated and figured out where the parts were and i was told it should be done in 45 mins and i can cone and pick it up. I got there and ONCE AGAIN NO it wont be ready today so the would hook me up with a rental. They gave me a slip which I could show at rental place and pick up my courtesy vehicle. As i got to the rental place and showed them the slip, the answer was NO THEY NEVER BOOKED ANYTHING. That just ruined my whole day. We got two Ford F150s and bought 6 year platinum service coverage which i hope doesnt end up as today.
Took my car to Hallmark Ford in Surrey on September 1st & was told that the problem on it would cost $700 plus tax to repair, which was parts & labour. The price seemed high so while my car was there, I called around & did comparison checking. It turns out that another Ford service shop could do the exact same job, parts & labour for $420. So I declined having it fixed in Surrey & instead took it to the other Ford place that was cheaper. When my car was inspected there, I was told that there was nothing wrong with it at all & that it didnt need any repair!!! Hallmark Ford was intentionally going to charge me over $700 on a job that didnt need to be done in the first place! When I called the service manager to complain, he wasnt concerned at all & offered no explanation or apology for what his workers had planned to do. Not only do they run up labour costs more than other Ford service departments do, but they obviously cheat their customers by charging for work that doesnt need to be done! If you need repair, DO NOT go to Hallmark Ford in Surrey, or at least get a second opinion!!!
I had looked at other brands before choosing to purchase a Ford F150, but my needs were different than the typical buyer. I researched online and with the help of my auto mechanic. Then using the build and price app I figured out what I wanted and could afford. Taking this list with me, I visited the dealership and a better thing happend. My salesperson designed a slightly different truck to my list, this one had all the things I needed but looked better and was eligible for a Ford incentive grant! So I got a lot "cooler" truck for only a little more! This truck had to be special ordered from the factory which I am happy to say was in Dearborn Michigan, at the Rouge Plant. The dealership let me know the progress of when it would arrive and prepared it well on arrival. The salesperson also went through how to use all the "bells and whistles" with me as this was a much more modern vehicle than I had before. If I knew it would have been so easy, I would have come in sooner!