The body shop service is the MOST unprofessional, disgusting, disappointing, dishonest customer service I have EVER!!!! Experienced. The body shop manager initially told me it would take 4-5 hours to fix my vehicle for a job that would take less than an hour. Then his changes his mind that I wouldn’t be able to get my car until the next day! When I called the body manager he tried flattering me by calling me beautiful to make me forget about the horrible service I have experienced which was so unprofessional and disgusting of him to do! Then he tried calling me a liar not once but twice! Then to top it all off he insulted my intelligence!! They still have my car and are now avoiding my calls and emails!!! I will NEVER!!!!!!!! Come back to this disgusting place for my service
I bought a vehicle from this dealer several years ago and Rob Melo was top notch as a salesman. At the same time I believe one of the young owner family members ran the service department. He was as was the service department also great. Now I would avoid this place at all costs. My sister took her 09 Escape there to have an issue looked at and since having the same vehicle as her years ago and the same issue I told her that her ABS warning issue as well as the other symptoms were likely due to a broken “tone ring”. It interacts with the sensor for ABS etc... She was told it would need an entire axles swap and it would cost $600. I immediately called them to ask why not just replace the part as I had it done once to my Escape and did it the second time myself!! Very common problem with older gen Escapes. I was told that when the technician went to get the part it comes up as non serviceable . She called another mechanic who said he could absolutely do it and he did for $130 plus tax. It was actually slightly cheaper then the “diagnostic fee” that this Ford dealer charged even though any mechanic worth anything should have found in about 5 minutes flat. Especially for such a common problem with these vehicles. I would no longer recommend go to see a service advisor at Highbury Ford or service department unless you want to find yourself in a similar situation. You can even google the part and videos of the repair. The part is like $12 dollars. Lol. Not a Highbury Ford. That will be $600 please! And if you don’t get it done here we will refuse to release your car unless you pay $150 dollars for that diagnosis fee.Avoid avoid avoid
Unsure how this company deleted my review about their terrible service. To update it again, I took my car in for repairs under warranty, and the mechanics tried to charge me for it anyways. They didn't even bother to check my VIN number to see what warranties applied. Very manipulative and dishonest Ford location. Had to go to another Ford location to get the repairs done for free, as per the warranty.
Also, this dishonest location actually deleted this review...Notice the timestamp on the reply below...as of right now, you'll see it was posted a year before this current review, but we'll see if they try to delete it again. They somehow managed to delete my comments, but couldn't delete the one-star. Had to repost my review just now. Very manipulative behaviour by Ford. Shame on them not wanting customers to share information about how they tried to lie to their customer.
Came in today to check out a Jeep they had listed for sale. I had the honour to deal with Kirby, he was very up front and honest about the vehicle before hand as it it was an as is/ as-traded vehicle. Coming from a background of relatives with dealerships, I’ve been to the other Ford dealerships here in London and have never been treated as well as Kirby did today. Even though I came in to view a cheaper as is piece of inventory and decided to pass up on the Jeep they had for sale, I felt he treated me the same way he would have treated someone buying a Ford GT. Weather it’s a brand new Ford or a pre owned car, Highbury Ford will receive my business before any other Ford dealership. Thanks so much for your help Kirby! I’d recommend speaking to him to anyone!
I have been a customer of Highbury Ford in London since 1990 when I bought my first Mustang. The staff has been great and the Vitali family has gone above and beyond to provide me with several fine vehicles over the past 30 years. I can not say enough good things about this dealership and the staff there. I also want to commend Geoff Chisholm, the finance manager there for always working hard to meet the needs of the customers and providing fair financing solutions making it possible for the customer to get the right vehicle to suit their needs
I suspected an issue with my roof rack and stopped in without an appointment. My vehicle was inspected and the issue diagnosed quickly. I was then booked in for service within a few days.
We went to last Saturday. But the salesperson was 0% motivated and welcoming. So we decided to go to the FORD dealer located at oxford and wonderland. Totally different, and we're in the process of buying an Explorer.
I purchased my first vehicle from Highbury Ford today and I am the happiest guy in all of London to say the least. Not only was this used Nissan Altima in perfect shape and low mileage, but the guys working there made sure I leave 100% satisfied. The moment I stepped into the dealership I was greeted respectfully and warmly by salesman Robert Melo, who assisted me throughout my purchase with extreme patience and professionalism. He made sure all my requests were brought up to his manager and did his best to make sure I was happy and satisfied. Talking to Rob was easy going, as he's trustworthy, and you can be 100% sure he will do his best to give you the best deal possible. Special Thanks also to Tony, financial advisor, who also was extremely patient and helpful! Highbury Ford and their staff are a prime example of what a good and honest dealership should be like. Will be going back there in the future, and definitely recommending to friends and family!
My car has been in and out of the shop countless times with different issues from steering column problems to the heated and cooled seats being disconnected. Every time I was told there’s nothing wrong.
Service department are unresponsive and doing EVERYTHING in their power to not deal with me and constantly reassure me “it’s safe to drive” yet their own computer diagnostics are telling them there’s a long list of problems the car itself is recognizing!
My low tire pressure light came on. I stopped by Highrbury Ford to see if they could check my tires. My escape was taken in right away. I was on my way 25 minutes later with all tires checked and properly inflated and one tire repaired. Thanks for the speedy service!
Just purchased a 2016 Grand Caravan from here. The experience was great. When I got there I was instantly greeted by the pre owned sales manager and together we were able to find a perfect vehicle for me. If you're looking for great service from start to finish, I highly recommend Highbury Ford!
We bought a 2018 Escape from Freddy Sinclair on the used car lot. He brought the car to us to look over before we bought it. After picking up the car, we noticed there was some paint that was flaking. Freddy took care of it immediately. Thanks Freddy for the personal touch. Great customer service.
Found a great van at a reasonable price. Had a small hiccup and it broke down but the Used car manager Salvatore was very empathetic to my needs and after all is said and done I’m back on the road. Mike Tolsma is a lot fun! Great experience!
Went and saw two used car to purchase as a second vehicle. First one wouldn't start even after trying with two different booster packs so I gave up and took another car for a test drive which was also a big disappointment. I noticed major transmission issues during the test drive, and the roters were completely rusted. Mike was very nice but I wasn't comfortable looking at any more cars at this dealership, so I moved on. Buyers be aware!
Had a great experience servicing my car at this dealership. Scott and James are excellent advisors, super helpful and honest about what your car really needs, they’ll answer your every question and ensure that your requests are completed. Definitely the ford dealership to go to if you’re in London.
Good customer service
Very good customers service
Scott was a pleasure to deal with along with any other staff member. The service was done much faster than what I had expected and the protection protocols were in place which gave me piece of mind.
My experience was far above my expectations.
I truly would recommend the service department.
Bill Bradley
Went in to pick up my elderly father-in-laws car for service. Accidentally parked in one of the 2 shuttle spots, the"courtesy" driver pulled up and said to get the "hell" of of his parking spot, even though there was open 2 spots beside me. So moved over one spot. I walked inside the service center, he came in 3 mins later and waved at me from behind his mask, stay 2 minutes and left with the shuttle car. Proceeded to get help to pay the bill, the person that came in after was standing at the other desk, and the person that was dealing with me, stopped mid sentence and then began to help the person that came in after me. Are you kidding me! Very glad I drive Toyota's!
Will never go here again for service.
We had a nail in our tire and it was too close to the rim to be patched, so Highbury ordered us a new tire, it came in, we booked an appointment for 9:30 am to get it put on.
I go in for 9:30, at around 10:40, a guy comes out and tells me they ordered the wrong size tire. So I had been sitting there for an hour before they even realized this. They guy tells me the tire is on a truck on the way there right now and should be there within the hour. He put a spare tire on my vehicle so I could go home and come back. I'm from out of town so I told him I'll just stay in town for the hour. He said he'd call when the tire is in. I didn't get a call so after about two hours of killing time, I went back in. The tire wasn't there yet. He apologized and said to leave my rim here and they will put the tire on it as soon as it comes in and give me a call when it's ready. He said I could come back the next day anytime I wanted and I'd be in and out within 30 mins and they wouldn't charge us for the labour since they messed up and wasted our time. Great, we were happy with this solution. I told him we'd come back tomorrow morning.
We go back the next morning, my husband went this time since I had already wasted 3 hours of my day on this place yesterday. They make my him wait for almost two hours, tell him they "weren't expecting him until 1pm". Then they charge him labour and won't take that charge off!
It's now been two weeks and they're dodging our calls to right the bill.
Never going here again. Do not go here if you want to be treated fairly and don't want your time and money wasted.
I have spoken too a manager in regards to my situation. I understand that the michanic who worked on my car didn't like to be taped. They apologized to me for that. I've accepted it and now will say that this was a great outcome for both ends. I'm very happy about the talk I've had with manager and like too say thank you for your understanding and I know that things will be better from now on.
Thank you Ford Team for all your hard work.
Worst service I have ever gotten from any place I have been to installed factory ford parts incorrectly on my truck broke all my tire caps called them and had to wait like 2 weeks to get new parts in so they could fix there issue just to mess it up again never let these guys work on your car and install there own factory parts they don’t no what there doing I just bought a brand new truck from them about a month ago now they gave me some free services for the purchase of it I will never ever go back to use them or my credit that’s how badly I feel about how I was treated there I wish I could have given a 0 star I will 100% be using another ford dealer these guys really need to learn how to install stuff correctly when there factory parts thanks for nothing guys I now will be making an appointment at another ford dealer to fix your mistakes
Decided to give this dealership another try as I believe in second chances but it was a waste of time. Ultimately, they are still not focused on customer service but more on financial gain. The sales staff was a little nicer and upfront this time around. My suggestion to anyone is to really shop around. Ended up getting a better deal at another dealership for the exact same car.
Big thanks to the service team! Drove from Guelph and forgot to get my wheels torqued, and the service guys were able to help within 5 minutes of me being there, no appt! Thank you guys I appreciate it.
bought a 2020 Mustang from Robert Melo last week, my first experience purchasing a brand new vehicle. Aside from the fact I absolutely love the car, the service was exceptional. Robert was knowledgeable, polite and not at all pushy. I had a good idea of what I wanted, Highbury happened to have the exact features in this car. Good price too.
The extended warranty was aggressively promoted but I went with it at a really good rate. As a sales guy myself I appreciated the no BS approach and it was a pleasurable transaction. If I never buy a brand new car again, I cannot fault these guys for making this experience a memorable one for the right reasons. Thanks
The sales team is amazing there my sales reps name was O.V help me right away with no pressure sales at all and helped me get a great deal on a great truck would recommend him to any on Highbury Ford is number 1 and I have been to many ford dealers over my time and I will forever be happy going back with my new Ford F-150 from Highbury ford thanks guys amazing dealing with you
Big thank you to the entire highbury ford team... and a huge thank you to Chris Gliders and Geoff Chisholm for making the process as easy and comfortable as possible!!!
Great experience getting my new F150 truck especially with the help of Robert Melo and got us the best deal in ford and great their great service
Fred our sales person was excellent! Very helpfull and explained all the details.
Fred was friendly, not pushy or hyper. Just helpful.
And I love the car.
A top notch inventory paired with knowledgeable experts who are nothing short of kind, patient and helpful!
Fred in particular made my first car buying experience a breeze, and I couldn't be happier with the car I drove home in today, and the service received.
Great company, great product. No problems. Would recommend to anyone looking at a Ford.
FEMALES BEWARE!!! had my escape towed here as the key fobs somehow locked. caa came and assessed and said the dealership had to do this as they unfortunately could not. highbury ford initially charged me $314 and sd the problem could not be fixed. they sd it would be another $150 ish to do another diagnostic test. i sd NO! i had it towed somewhere else. once the 2nd place looked at it, they literally sd it had been fixed and charged me NOTHING! on another note. when i went to the dealership to have it towed a very rude man refused to wait 3 whole minutes for the tow truck and sd he was locking the gate. i was told the day prior it wouldn't be any problem to have it towed whenever. One positive is that a kind man from the lot across the street (Mark i think) said he would wait for the tow truck and lock the gate. thank you Mark and shame on you highbury ford.
Love/hate relationship, getting better. *Update* March 11 2020, great experience with service today in regards to a warranty issue. Now 5 star rated.
The staff were very friendly and polite. The issue with my vehicle was quickly resolved and handled with the utmost care. I could not ask for better service.
Bought a used car from Freddy here, he was patient and understood my needs immediately allowing myself and my wife to take time to find the car we wanted (unlike some other dealerships that only want to get your credit approved so they can sell you a more expensive car). He was professional and courteous throughout the entire negotiation and even after pickup checking in to see if everything was fine a few weeks later!
First of all I don,t know French only English. My service call was on time and done with efficiency. Thought the waiting area was not as nice as other dealerships that I have dealt with but have no complaints on the work done.
We went there to get our airbags inflator replaced and the spark plugs as well. The airbag was recalled and was supposed to be free for us as ford will pay for the replacement, not us too, however they included it in the bill 140$ we had to ask them to remove that, they had no clue why it was on the bill; after asking for the full 400$ . . . . The spark plugs cost roughly $6 a piece, and to replace the 6 of them it cost us $245.43 . . . Either they took their sweet time doing it to charge extra, or they had a really hard time replacing spark plugs 🙄
We won't be going back there again.
Doug Richardson was great sales person to deal with and made me and my wife feel very confident with our purchase.We would also like to mention Geoff Chisholm for his handling of the various payment options that were offered to us and made the paper work a lot easier.
Mike McKinley was my sales rep here. He was calm and cool the whole time. Never pushy. Answered my questions. Always kept me up to date with any information I needed. Communicated regularly even AFTER the sale to help me resolve any issues I had.
Everyone here was friendly.
I was very skeptical about buying a car from a dealership. This was my first time. But Highbury Ford broke every stereotype I had in mind. They really took care of me in every way. My wife needed a drive back from the dealership late at night, and the shuttle service had stopped. Mike helped out. They were professional and courteous in all of our dealings.
I grew up in a family that never owned a Ford. I will not hesitate to return here to buy another vehicle.
Our 2011 Ford explorer is great. Drives great looks great
Thanks again Mike and everyone at Highbury Ford.
My first time visiting since moving to town. They took me in before my appointment time and were done exactly when they said. Also great price for oil change!
Doug Richardson is a family man with great work ethic, morals and is genuine and kind. He cares and will do whatever he can to help you out, within reason. He is also very knowledgeable and intelligent which makes conversions easy and interesting. He sets a great example for how car-salesmen should be.
If you are looking for a new or used car and a good experience within the carsales industry, I recommend Doug at Highbury Ford.
I was early and they took me right away. Work was quick and they were kind enough to let me watch how they changed a rear signal light. Price was good too. Thanks Highbury Ford!!
Terrible experience with staff and service. Bought a brand new car from Highbury Ford. One week later, needed an oil changed and the tires rotated as the dealership did not service the vehicle while it was on their lot. The tires on the BRAND NEW vehicle were old and worn out. Needed the wheels aligned within a week of having the car. Each time we went to speak with a costumer service agent, we would be bounced from one employee to the next having to repeat our concerns over and over again. Each time I would take the vehicle to be repaired/serviced they would have me reschedule several times before they would finally get to the vehicle. In the last 3 months, I’ve had to go in about 10 times. The past few times my husband and I went in we, we requested they change the tires as they were completely worn down. They only rotated the tires, did not change them. Then I was involved in a car accident as a consequence of the worn out tires. After all of this, I spoke to a manager and received zero help.
Drove out from Stoney Creek, purchased a 2018 Ford Explorer, the customer service was excellent up until signing the contract. Picked up the vehicle a week after purchase. Upon returning home it became obvious there was no detailing or cleaning done under the hood along with both doors on the right side. Clearly evident that there was no effort or care. Attempted to contact used sales manager multiple times, he has yet to respond to the message I left for him 4-5 days ago. Disappointing to spend 40000$ and receive my vehicle without a proper detailing and cleaning done. Seems like the dealership doesn't bother with customer service post purchase. Still would like to discuss this with the sales manager if he wishes to return my voicemail.
My boyfriend and I had an amazing experience buying our Brand New Ford F150 Truck! And it's all because of our wonderful salesman Mike Tolsma! He was there for us from the beginning! He is very good at his job ! Not pushy and tells you anything you wanna know! Thanks Mike!
I posted this earlier but got deleted by mistake, so I'm posting it again. My issue is still outstanding. This is from year 2015. Here it goes:
“Poor Customer Service.
They just suck. Half of the people are missing most of the times. They got my car for detailing, kept it for four hours, and returned it as it is, saying we were busy, so we didn't do it.
Just pathetic.
Do yourself a favor and don't go in there.”
I purchased a new 2017 Ford Edge through Highbury Ford. The dealership managed to swing a fantastic price for my trade-in even though it was not a Ford. They worked completely around my busy schedule, never once did I feel rushed or pressured. My sales associate Mike Tolsma was fantastic. Seriously, I cannot say enough about this guy. I felt like he was on *my* team, not Ford's, and genuinely cared about getting the perfect Edge for me. Highbury Ford has earned my repeat business, outstanding job Mike and the rest of the team!
I would like to personally thank Jason Vitali and the Highbury Ford staff for taking care of my sister in her purchase of her new Ford Fusion. Knowing Jason for years I felt comfortable sending her in and was definitely not let down - she is very happy with the car and the service she received. Thanks again for all your help. Highly recommended.
Having purchased and leased a number of vehicles from Bob and his staff I must say the customer experience is excellent, They make the car buying experience painless! Highly recommend!
We were just in tonight to see a Ford Flex. I don't like giving free advertising to any manufacture but it seems that Ford is/has been playing catch-up at a time when it's competitors (to include the Japanese) are standing still???
If you know what you want and if these folks have it, they will not let you leave empty-handed & unsatisfied. They will make every effort.
If you think or believe that this is the case for every dealership, you are fooling yourself or worse, you are allowing them to fool you.
The only reason why I did not reward them 5/5 is because they did not have a vehicle that I wanted & that last star would have rated their transaction process.
Follow me as I review other dealerships.