Reviews of Mainland Ford Ltd. in Surrey

I am highly disappointed with the service here. They are not someone I can trust and now my maintenance package is just tying me to a company I no longer want to deal with. Severe powertrain issue only 5 days after service where I have have had no problems before now. No flexibility, no help, just a bunch of lies.

Horrible customer service & excessive billing; avoid Ford Mainland for service and/or purchase!

Service Manager Candice is very combative, argumentative, rude, unprofessional, and lacks customer service. Instead of addressing the customer's concerns in a professional manner, she would evade/deflect the real question and try to shift the blame toward the customer with her irrational logic.

I've purchased a brand new 2017 F-150 Limited from Ford Mainland and have completed all services as part of their maintenance package at this dealership. I haven't had any issues with their service department until today.

Today, I went for an oil change and troubleshot a "4X4 Check" trouble. The advisor, Jen, noted that their troubleshooting cost is $160.00/hr, to which I agreed. After completion, Jen informed me that the 4X4 trouble signal was due to a missing fuse and that I have been billed for an hour labor of $160.00, which seems excessive and unreasonable for such a minor issue. As such, I sought clarification for work completed under this billable hour; and asked wouldn't your mechanic start with checking the fuse, especially if the issue that potentially be related to electronics; Jen was unable to clarify and transferred me to their manager, Candice.

I merely sought clarification for work completed under 1 hour and pointed out that their billing seems excessive. Instead of providing any reasonable explanation, Candice chose to argue and said that I may have removed the fuse, or I may have taken this vehicle elsewhere, and perhaps another mechanic may have removed the fuse. I tried to explain that no other mechanic had opened up the hood of my truck and that all services had been performed at their dealership. However, she just won't listen and continued arguing, and her responses were purely based on her presumptions, not facts. I chose not to argue and paid the bill.

I am sharing my experience just so others are aware; try to avoid Ford Mainland for purchase/service, or else ensure to record your conversations with their advisors to substantiate your claim/argument; you would need it if you run into a similar problem.