The service department has the worst costumer service after booking my vehicle in for an issue my issue would not even be looked at even though its a simple fix of hooking up a computer to re-flash a module for the transmission (that has been done other times by other dealerships and this dealership) I was told by the service representative to just "take my keys and get out" with out even being able to have a civil conversation.
I would recommend to never bring your vehicle here for a service. They are very untrustworthy and lied to us. We were advised to obtain parts directly from them to ensure warranty and then they went and obtained non authentic ford parts that apparently had no warranty... We paid $10,500 to fix the heads and within 1 month, they failed and caused our injectors and IPR to fail (service manager said this was the cause)... and charged our card, $4,000 for this as well. Unbelievable.
I would highly recommend to NEVER bring your car here for a service.
This is a long review because I am telling the entire story of how badly we got screwed..............
In the fall, we had to replace both head gaskets. We were given two options: replace the engine for $16k or replace the heads for $10k. We suggested to the service manger possibly buying heads from a third party source and they could install them but we were advised not to do this since we could potentially run into the same issue of having both the heads crack.
We were informed that we would have two year/unlimited warranty on ford installed parts. To me, this means that anything ford installs will be under warranty. From the quote, nor in any verbal communication, we were never made directly aware that the cylinder heads were not from ford. You bring your car to the dealership who makes the trucks so they can use their parts and expertise.
So, we pay the $10k bill and within less than 1,000km the truck starts running rough again. We bring it back. They say the thermostat needs to be replaced, so we give them consent to fix this. This was another $500.00 bill. We pick up the truck, drive to the Canada Games Centre, come out and the truck won't start. Call Ford and they did not help. The next day, we somehow get it started and it was running really bad. I take it back to Ford. They then inform me that 5 injectors are misfiring. So, we decide to replace an additional 2 to make them all new (one was done when we replaced the heads). So, while they are doing the injectors, they notice that there is coolant in one of the injector cups....THIS SHOULD HAVE BEEN UNDER WARRANTY SINCE THIS IS PART OF THE CYLINDER HEAD. After ONE month, they call us to tell us the injectors are done. So, we go and pay a $3,800 bill and within 7km, by the time we reached the top of two mile hill, the truck JUST DIED. So now, we have paid almost $15,000 DOLLARS!... When we go back, I asked for a refund since not once but twice, the exact same issue has happened.
Brought my truck in twice to have my drivers window repaired. When picking up my truck I was assured that the window was working properly. Checked it out and it was doing exactly the same thing as when it went in for repairs and now the automatic closing isn’t working either. Spoke with the manager who assured me that I would hear from service that day but 5 days later I have not heard back from anyone. Very disappointed!
I love in a small remote community in Northern BC and do A LOT of driving. When I need my car serviced it was always a juggling act to drop it off, get a ride back to my community or to run my errands. But the team at Whitehorse motors allowed me to leave my car, at the last minute, and completed the work while I was away on business! I returned with everything complete and feeling assured I was safe for winter!
Great service thank-you Larry and your team overseeing my service! Also thank-you for courtesy shuttle driver. Very prompt and safe driving.
Service on my vehicle was on time and certainly finished within an acceptable amount of time. Everything checked out fine so all good!
I would recommend Whitehorse Motors for vehicle servicing whenever you need it done.
Keep up the great service and work Whitehorse Motors!
AT WHITEHORSE MOTORS I HAD MY 2020 F150 RAPTOR NEEDING SENSORS REST. AND THE ONLY EXPERIENCE I HAD WAS WITH THE SERVICE MANAGER RICHARD. HE WAS VERY HELPFUL AND KEPT ME IN THE LOOP WITH EVERYTHING THAT THEY WERE DOING WITH MY TRUCK.
IN THE END HE'S THE ONLY REASON MY TRUCK WAS PUT BACK TO NEW CONDITON AND NOW RUNS SPOTLESSLY . .
THANK YOU FORD FOR HAVING RICHARD IN WHITEHORSE YOUR THE MAN
BILL YUKON RAPTOR OWNER IN WATSON LAKE YUKON
Got new winter tires for my Kia from them. Amazing customer service, super friendly and understanding. Great tires too!
It was my first experience at that garage. Dan F. offered me excellent service. He did a really good job. Also, cheers to the mecanics who were able to fix my problem promptly.
APPOINTMENT MADE IN A TIMELY FASHION. WORK DONE QUICKLY. SHUTTLE SERVICE WAS EXCELLENT. Good friendly service. MET ALL MY EXPECTATIONS. THANK YOU!
Dealer replaced battery / did diagnostics to see why battery kept dying. After getting home test mode indicated low voltage and installed battery tender no longer worked. Brought back to dealer. After additional .5 hour for diagnostics. Service advisor said no problem with car. Test mode still indicated low voltage. Could explain why. I didn't want to pay. Service advisor said I could talk to a manager but only got voice mail which was not returned.
After week without car assistant service manager talked the shop supervisor who talked to the service advisor who told me nothing was wrong except it was a coincidence that the battery tender failed at same time battery was replaced.
After I said that car was still read low voltage and I had no confidence car would start after a few days service advisor let me talk to shop supervisor who showed me that the voltage was not low according to multi-meter and computer. Problem was that voltage reading from car was inaccurate. Nobody but shop supervisor was willing to tell me this. Caused week of stress + extra .5 hour diagnostic time.
Bottom line: If you take your car here eventually you'll feel satisfied that the work was done properly but it might take a lot of time, you might have to ask the same questions over and over and you're likely to spend more money than you have to.
Booked an appointment for a door alignment, explaining very clearly all the reasons why I know it is not aligned - was told on the phone they could do this for me.
When I picked it up I was told 1) they don't do alignments, I need to go to a body shop, 2) they brought it into the shop anyways, without checking with me, to make sure the door close switch wasn't bad, 3) charged me for labor for doing so and handed me a quote for a new door close switch "just in case".
I emailed the manager, explaining that I thought this was unreasonable and was told he would look into it and get back to me ASAP. It's two weeks later and nothing.
Whitehorse Motors has always done good for the company I work for.
This last few months, after my truck was recovered from a theft, has kept them working to get my truck back in the condition it was prior to it being stolen.
I don't envy them having to deal with the insurance over it, and that was the big reason it took the length of time it did to get it fixed.
As usual, all interactions at the dealer were pleasant.
I highly recommend them for your service needs or for purchasing a vehicle!
I am sure it’s common for this dealership to have customers come from out of town for service. They should make sure they can do all services needed and expected when they book the appointment.
I would rather wait an extra week to have work done than have to drive back to Whitehorse (a 4 hour drive for me) another time to have work finished. Especially when it’s something as simple as wiring a new truck canopy.
Changing my old review. Excellent, professional
and hassle free service with service department.. amazing staffs, well in communication.
My poor Escape suffered a blown out tire and damaged sensor and a damaged throttle body in the span of a week! It took a while for all the parts to get in, but Whitehorse Motors did all the repairs at a very reasonable price, and my car is back on the road, good as new. I find all the service personnel friendly, helpful and efficient.
Whitehorse Motors (Ford) is a great dealership! Professional and hassle free from my first email inquiry until I drove off the lot with a new truck.
No pressure sales antics, just friendly service throughout the whole experience. Thank you Glen, Jens, and Sean! I won’t hesitate to recommend you to anyone in the market for a new vehicle.
We have been dealing with Whitehorse Motor for a few years now and we would like to say that they have been a great company to deal with. Their staff is knowledgeable and friendly. They are great at following up and checking to see how things are going. Keep up the great work, Cheers
Washer fluid was full then great Whitehorse motors shop still charge me washer fluid fee in service fee
Very busy service center ,a bit of a long wait for appointment. Truck was repaired and back in service very quickly. Quality repair !
Poor customer service. Made 3 trips to resolve an issue that is a safety recall in the US but not in Canada. Not once did they have the parts in to make the repair. All three times it took the entire day (8am - 5pm) for them to find out they didn’t have the part. I spoke with the service manager who called me and unprofessionally stated “Hey it’s ———. You wanted to talk to me?” After determining it was the ford service department calling me his only comment was: It’s not our fault. This happens sometimes I don’t know what you want me to do about it.
I had my Ford Focus towed to the dealership after it suddenly died while I was driving it. It was a Sunday so it was not until the next day that I received a call from the service department with an initial diagnosis. I was told that the starter needed replacing before anything else could be done and that it would cost over $300. This was puzzling to me since the starter was still turning over fine after it quit on me. The engine would not, however start.
I mentioned this to the receptionist who called and she put the mechanic who looked it over on the phone. He insisted that it would not turn over and therefore the issue could not be diagnosed until the starter was replaced. I asked them to hold off on any work for the time being.
After hours, I drove down to the dealership and verified for myself that the starter was, in fact turning over. The next day, during daylight hours, I brought a friend who is a licensed mechanic with me and another friend who is fairly knowledgeable about vehicles to have a look at it.
They also verified that the starter was, in fact working. The one guy with me who is not even a licensed mechanic then noticed that the timing belt, visible through a tiny gap in its protective shield could be moved by touching his fingertip to it. It was clear that the issue was a broken timing belt.
As you can imagine, my faith in the diagnostic abilities of this service department was pretty much non-existent by this point. I immediately went in and asked for my keys back. They attempted to charge me for the time taken for their "diagnosis" of the problem, which I obviously refused to pay for. The service manager did not even have the decency to come out and speak with me after having the situation explained to him by the service dept. receptionist.
I had the car towed back to my house. After the timing belt was replaced, the car was back up and running....
Oh, and is still running with original starter.
Had I not taken the initiative to question the diagnosis of the mechanic I would have immediately and unnecessarily been out over 300 dollars right off the bat. It makes me wonder how often this sort of thing happens at this dealership.
Beware.
recently bought a 2017 Escape, and the experience was not pleasant, would not deal with Whitehorse Motors again, Sean in finance looked me in the eye and lied to me when I asked if it still had the factory warranty he said no, when in fact it still had a few weeks left, I believe to sell me the extended warranty knowing I was leaving town and taking it on the highway. naturally once I found out it still had a couple weeks left on factory warranty I reached out to the dealership and of course was told all the usual excuses, "you signed the papers, " "it said right on the form on page ... the in service date" " Sean is a good guy and was not taking advantage of you for a commission" all the usual excuses but other tham to make a commission there isn't a single good reason for him to tell me the vehicle had "zero warranty left" when it did in fact still have approx 3 weeks (plenty of time to get me back to BC). I take responsibility for not asking more diligent questions, but I was needing to return to BC ASAP, and my Dad had just passed away, had I been much clearer in thought I would have done better not so much as an apology either , no admittance to deceitful behavior at all
All for Ricky!!!
I appreciate their timely communication and though they're pretty busy, it's not their fault. I guess Fords are aplenty around these parts. My most recent visit this summer was unplanned, and it happened because the first job they did wasn't quite up to standard. Granted, it sounds like it was a faulty part. But they took it back, fixed it, and it was done in less than a morning - at no charge of course.
Great service, once again
The service department was great. The service was very courteous and my car was fixed quickly.
Friendly, helpful and reliable. Over the past six years, they have definitely earned my trust.
My experience with Whitehorse Motors has been over quite a few years
and has been the same on all occasions very good and very pleasant.
The service reps have been very informative and courteous, the Tecks
have explained all problems and have done some great work in a
good time frame as parts and supply of same allowed.
I found the wealth of knowledge and care for doing a great job of
the employees is second to none in this business.
I can not speak highly enough of this dealership, they get a score
of over 10 in a possible 10.
This is a great place! The employees are welcoming. The front desk staff is great. Service department is by far the best! This dealier will do anything to help you find the best car for you. I could go on and on about the positivity of this great place.
I have always had great experience with Whitehorse Motors and will continue going to Whitehorse motors for maintenance on my vehicles.
Service staff are great. My vehicle was serviced quickly and efficiently and delivered ahead of the planned time. I have had my vehicles serviced and repaired at Whitehorse Motors for 10 years now and can say that they have been an excellent dealership to work with.
Took my vehicle in to get transponder keys made for it. Was advised by the staff that they don't stock keys that old and that I needed to get keys from a locksmith which Whitehorse Motors would then program. After spending over $200 on keys from a locksmith I was told they couldn't be programmed--I needed genuine Ford keys. Eleven weeks and over $700 later (in addition to the $200) I finally got my vehicle back .
got my car in and out as soon as they could, always get good service from our guys
As a Sales Performance Coach for the past 20 + years, I have been invited and had the privilege to Mentor their Financial Services Manager for a week at a time in the past several years. Spending this time also gave me the opportunity to meet and share ideals with nearly all the staff. Tina Woodland the GM and Jens Nielsen the GSM are both exceptional Leaders and manage a 'Customer Service Focused Team. I would highly their Team for your next vehicle purchase or service.
Experience with sales and service/garage.
Was at Ford for buying a new car. Was impressed by their service! Was able to do an extended test drive. Sales person Brian is a very nice person and seems to care about customers. We were at other dealerships to look at other brands and got the impression they didn't care if you felt comfortable with the car. As if they didn't need to make the sales with you. The so called customer experience was very good at Ford. Thank you for that.
Furthermore, we have our 2014 truck here for checks and not urgent repairs. Although appointments take 2 weeks, we're more than willing to wait as we're sure they do a great job. Was told to call immediately if a problem appears again, so they may be able to squeeze one in where necessary. When we came to Whitehorse 2 years ago we had the truck at Canadian Tire and sadly they messed up a lot... Never happened at Ford. Warranty issues from the truck were dealt with in a very satisfying way (not squirm out not to do it). I also like the reminder service they offer. Always got a reminder call and email that remind us of the appointment on the next day.
Thanks to the whole team of Ford Whitehorse!
Service desk has the worst costumer service I have ever seen in any industry.
Booked an appointment for my vehicle for an issue and being told they can do a recall on my vehicle at the same time. When it came time for the appointment all that was done was the recall and told that was all it was here for and I can "just take my keys and get out." So after speaking to the service manager he even said he remembered me saying i was bringing my vehicle in for that since he helped me the first time with testing my battery. But still would not get my vehicle in for the 5-10 min time it would take to re-flash a part on my vehicle.
Very helpful and great service.
Booked my service appointment online, nice and easy and with reminder via email one day ahead of time. My truck was in and out in three hours, for a reasonable price ("The Works" plus seasonal tire change). Staff are always friendly and helpful. I also like the support Whitehorse Motors provides to the community at large. Most recently it's been selling tickets for the Guild Theatre and donating $$ to Yukon Cares or a truck for the SFN community safety program.
Do not go there I have a chev
Your one and only stop in Whitehorse for maintenance and repairs to your Ford. They look after each and every customer like they are friends or family
Still waiting for a copy of my invoice feels like I’m being ignored. And this place gave my insurance company a hard time with payment tripling the price afterwards, ever dealing with this place again.
I brought in my F150 for servicing, and the Service Department was awesome. A joy to deal with!
Great service. Fair pricing. No complaints!
very good deal and nice service
Thanks Whitehorse motors, once again our experience was a very positive one. We love our new truck.
Helpful and kind. They listerned to what we wanted and found the right vehicle at the right price. The experience was stress free and pleasant..
I was recently stranded in Whitehorse due to mechanical problems. These guys were amazing in squeezing me into their busy schedules when all the other shops were full. (I don't even drive a ford). Turned out my problem was much more complex than the original "it's just a rock in the brake" line I gave them when I got there. Although the news Larry broke me wasn't good, they bore with me as I sorted out my options around how I could make things happen faster. When the parts finally made it to the great white north, they busted their buns to get us back on the road (maybe because we were so annoying? Sorry Adrien) We arrived as two sad, dirty hippies in a broken down car and we left as two happy campers in a vehicle with brakes (albeit no better smelling).
Now no story can be perfect. Further down the road we encountered an issue related to the work, but because of our previous delay from the first mechanical issue, we continued on our way back home. Once home, I called Mike (service manager) about the issue that we had. He was so quick to help me out and take accountability for the situation. Now I'm good to go and would happily head back up to have work done by those guys.
Human error happens, but these folks demonstrated patience, accountability, professionalism (with one entertaining exception) and commitment to quality. Thanks guys. If I'm ever obscenely lost and accidentally end up in the north again, we'll stop in , even if just to make your blood pressure rise from the stress of us.
We were GM people for many years but in 2015, thought we'd try a Ford F150 after meeting up with the staff at Whitehorse Motors and in particular, salesperson Ric Hudson. Since purchase, the service people as well have been great. We live in a remote community (Inuvik NT) and a good relationship for customer service is critical. We have found this at Whitehorse Motors - and so went back to buy a new Ford Focus last week. Great service at this dealership and from Ric!
I bought 2 vehicles there. Good service. Friendly and helpful staff. I went there because they sponsored the Yukon Quest.
The sales and service staff have always been awesome to work with in my experience. We've purchased two vehicles over the last 4 years from Ric and he's been very good to us. The service staff have definitely gone above and beyond for us quite a few times. I really can't say enough good things about their sales and service teams.
With the exception of Tyson, we found absolutely every single person in the building to be exceptionally helpful every time we've gone in.
I had an excellent experience purchasing my focus from the team at Whitehorse Motors. Ron was a great no pressure salesman who was available to answer any question I had about my new vehicle and Tyson was accommodating and very helpful with the business end of the purchase.
I'd recommend the team at Whitehorse motors for anybody looking for a new vehicle.