Westview Ford Sales (Import account)

Love the Service at Westview Ford, my sales guy Sean was very knowledgeable and made sure to take care of everything for me so I could feel good about my new vehicle purchase. Marc in the Business office was very professional and I felt he did a great job of completing my purchase, will certainly buy my next vehicle from the guys at Westview Ford!!

I would like to share a bad experience that I recently had at the Westview Ford dealership in Courtenay, BC. The following review is my opinion. Based on my experience, I would avoid this dealership and I would strongly recommend taking your business elsewhere. I am not the type of person who frequently reviews businesses and I think this is my first ever negative review of a business, but I felt it was necessary to perhaps prevent a similar experience from happening to someone else. I feel that the dealership was difficult to work with on my issue, did not stand by their work, and did not make the situation right for the customer. We were on vacation about 25 hours from home when our truck broke down close to this Westview Ford dealership. The vehicle was a 2003 Ford diesel 6.0 and it showed symptoms of a leak from one or more places in the high pressure oil system. The symptoms of this issue are a weak no-start when the truck is hot (not enough oil pressure due to the leak(s) in the high pressure oil system combined with the hot oil temp), but it would start ok when cold. I spoke with the service advisor and mechanic and told them to do whatever was needed to fix the issue as we were a long way from home. I recall being told by the mechanic something along the lines that he had developed his own shortcut way of diagnosing issues in the high pressure oil system which sounded like a non standard method. He also told me during a different conversation that he had not replaced the particular part being serviced in the high pressure oil system on this particular motor version for a long time. I didn’t think much of that at the time as I just expected that whatever issues there were in the high pressure oil system would be fixed. We picked up the vehicle after a week in the shop and we were told the issue was fixed. The bill was a little bit over $3000. After picking up the truck from the dealership that day, my wife and I noticed that the truck still didn’t quite sound right while it was being started, but we were under the assumption that it was fixed. It sounded similar to how it sounded before we had it repaired. The next day the truck broke down with the exact same symptoms as before it was repaired. We were about 400 miles from the dealership and the truck broke down at a gas station in the middle of nowhere in Washington state. It was a very bad situation to say the least. It is my understanding that sometimes these trucks shut off while driving with a high pressure oil leak, so this also could have been a safety issue for us as we were towing a 30 foot travel trailer with an anti sway system activated. We found a way to get the vehicle to another dealership in Washington and eventually found alternate transportation back to Colorado. We had to leave the truck in Washington for repairs as we had to get back home to Colorado. The Washington state dealership diagnosed it as a high pressure oil system problem and the quote was ~$2000. I expected that the Westview Ford dealership would stand by their work and cover all of the additional repair expenses, but they only offered to pay for a small percentage. Looking back on it, I strongly believe that something wasn’t right with the truck when we picked it up from Westview Ford and I don’t think they ever tried to understand that and did not attempt to make the situation right for the customer. So we were left with another expensive repair bill on the same high pressure oil system, the expense of having to get the truck shipped back to Colorado. And to make a bad situation even worse, we were dealing with the Westview Ford dealership in Courtenay, BC that was unwilling to cover all of the expenses of the additional repair and it felt like they didn’t really care about us as a customer. I understand vehicle repairs are not always perfect, but I think when a situation like this happens that as a business you are obligated to take care of the customer and make the situation right. $5000 is a lot of money for us. I think it’s unfortunate when you feel like a business making money is put ahead of doing what is right for a customer. I felt that the customer service by Westview Ford on our issue was very disappointing and that they were only looking out for their own best interests. Sincerely, Matt Tierney