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CB Car Dealers Ford
Ford

Ford review: Official complaint letter battery replacement

K
Author of the review
9:46 pm EST
Verified customer The reviewer confirmed their account using Google. Learn more
Featured review
This review was chosen algorithmically as the most valued customer feedback.

I am writing to formally report an extremely disappointing and unacceptable service experience at Barrhaven Ford. This is my third Ford vehicle, and I have always been very happy with my previous two cars. I never had any issues with Ford before, which makes this experience even more shocking and disappointing.

I purchased a battery from Barrhaven Ford with a two‑year warranty. After only one year, the battery failed. On December 31, I contacted the service department. I was told they could not accept me as an emergency and was advised to boost the car myself and leave it with them without any clear timeline for inspection. I explained that I could not leave my vehicle indefinitely without a confirmed date, so they scheduled me for January 6. I have the appointment confirmation they sent on December 31, yet the manager continues to claim that I never called.When the battery died completely, the entire electrical system shut down and multiple warning alerts appeared. I explained all of this to the service manager, but he refused to listen. He was rude, talked over me, dismissed my concerns, and blamed me—telling me that I am “not a mechanic” and insisting the warnings were unrelated to the battery, even though the system clearly shows the exact date the warnings began.

On January 6, they replaced the battery. At first, they told me I would have to pay for a new one, claiming something else caused the failure. I refused, reminding them of the warranty. They then said they would perform a diagnostic and charge me if the issue was not battery‑related. I agreed. Later, they called to say the battery would be replaced under warranty.
However, they failed to update the Battery Management System (BMS), which is mandatory after battery replacement. This negligence can cause further electrical issues and is completely unacceptable.The service manager insists the BMS was updated, but this is not true. I called immediately after picking up my car because all the warning lights were still on. They gave me another appointment, but when I arrived, they refused to inspect the vehicle unless I paid—despite the fact that the warnings appeared exactly when the battery they installed failed, and despite the fact that the BMS update is required.

This behaviour is unacceptable. They denied responsibility, ignored the timeline of events, and attempted to charge me for an issue directly caused by their own incomplete service.

I request that this matter be reviewed immediately. I expect proper corrective action, accountability, and a written explanation for the poor treatment and improper service I received.

Sincerely,
Yakup Berber

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