Koch Ford Lincoln Sales Ltd.

*** ORIGINAL REVIEW***

I brought my 2012 Ford Explorer for wheel alignment last week and I must say, I'm very disappointed with the service. Initially, the service was supposed to cost $149.99+tax. However, I ended up paying extra fee of $23.5 for what they call " Shop Supplies". I was really shocked and felt that I've been taking advantage of. When I called service last week to book the appointment, they didn't mention that there will be extra cost at all. So when I mentioned that to the cashier after getting my invoice, she said they are sorry, but they won't honor the quote that they gave me over the phone. So I paid the full amount of $182 for wheel alignment.

I just wish they were truthful and straight forward with the actual cost and not to hit me with such hidden fee. I called 2 other dealerships in the area and they said they only charge $149.99+ tax (one other dealership actually turned out to charge even less than that amount) and that the shop supplies are already included. I could've made an informed decision before making the appointment and did my alignment in the another dealership and saved my money.

Also, when I got my final invoice, the wheel alignment report wasn't attached and they didn't give it to me even though I asked them for a copy just to know how much was the alignment off and for my own records. They made me wait for 15 minutes and eventually a guy came out from the shop and told me that the alignment was okay. Without any details.

Overall, It was a stressful and unpleasant experience with them.

It was my first time to service my car at Koch Ford in Edmonton and I think it will be the last.

***UPDATE***
***July 29th, 2020***

I bumped my ratings to 4 starts instead just because of the initiative that the service manager showed in order to rectify this issue. I got a follow up phone call from the service manager about my recent experience with the service department.
He offered a compensation for my troubles for any Labor or Parts that I may need in the future which was nice of him. It's good to know that managers care about their customers and follow through if things seemed unfair and aiming for customer satisfaction. So, Thank You.

Parts was great. I needed an extra part that what I ordered so they checked their stock and called other dealerships to find it for me. Delivery on my ordered part was overnight from the central warehouse, so it was fast.

Thank you to Duane, Tim, Phil, and Brennan at Koch for top notch service purchasing our latest vehicle. Besides an excellent price for the vehicle, every one we worked with made each step of the process easy and made us feel like we were getting the "red carpet" treatment. From detailing the vehicle, to an amazing 3M wrap, setting up a new license plate, working with us on time, it was a great experience. I recommend anyone looking for a new or used vehicle to check out this family run dealership who still does customer service the way we all remember from back in the day, polite and professional.

Since coming to Edmonton 10 years ago I've purchased a few new vehicles.
Each time feeling more and more like just a sale to the dealership.
Somehow I ended up at Koch Ford Lincoln
WOW .
From the moment I walked through the front door, till I drove off their lot.... I've never experienced..... These people care, they listened to what I wanted and somehow made it happen for me.
From salesman to the sales manager to the finance department.... absolutely top shelf people.
Definitely my new home for anything car related.
So...
Thank you Mike Green, sales manager.
Brennan Haycock, salesman.
Nicole Fraser and Phil Nguyen, Finance managers.
Note to the people reading this review....
If you're even thinking about a new or used car truck SUV.....
Come here to Koch and experience what I have.
You won't be sorry.

Nikki and I moved here in August of 2018 to Edmonton from Medicine Hat. And for the last 3/yrs, I've been getting my truck serviced at Big M Ford. I couldn't decide where I wanted to get my trucked serviced; since there are a lot Ford Dealership to choose from. So after going through websites and reading through review, Koch was the only one that I found that had the best selection of vehicles. I made the appointment with Jane, and I when I got there I dealt with Blair Martin. He was very professional and gave me a recommendation for my truck. He didn't try and sell me anything but something to think about. He listened to my concerned that I was having with my truck and looked into right away. Blair made sure they didn't go any further with the issues and made sure it was still covered under my extended warranty. And when He found it was covered and all I had to do was pay $100 deductible I was more than happy. He gave me a few options, cause they had to keep my truck all day and the next day. And if that didn't work he was going to re-book me in. Well if I didn't have to go anywhere I wouldn't even care but I had to attend a meeting with work the next day. Blair also said with my extended warranty I had a rental option, so I decided to go with that. Blair Martin went over and beyond and took care of everything. The only issue I had is when I picked up truck my seats was a little bit dirty with mud and my steering wheel covered with a little bit of oil on it.