Kitchener Ford

This review reflects a recent vehicle purchase experience evaluated through the lens of standard dealership business practices, transparency, customer treatment, and accountability. My brother recently purchased a Ford Ranger through Kitchener Ford, and I assisted him throughout the process. This was not a simple transaction. There were several moving parts, timing issues, a third-party inspection, a bill of sale concern, and confusion created during the broader process. However, what matters most is how a dealership responds when challenges come up. In that respect, Kitchener Ford handled the situation very well. A major reason the experience became complicated was a separate interaction with Parkway Ford/Waterloo. Since Parkway Ford and Kitchener Ford are under the same ownership, the Parkway experience created serious concerns and caused my brother and me to lose confidence in both dealerships. Parkway’s handling also created confusion about how Kitchener Ford structured its bill of sale, including the suggestion that there were hidden fees. From what was later clarified, there were no hidden fees in Kitchener Ford’s bill of sale. Connor Steinbach, the sales manager at Kitchener Ford, handled the concerns in a way that stood out from a business-practices standpoint. After an initial discrepancy at Kitchener Ford, he was able to make things right and honour the previously discussed pricing agreement. Consistency, accountability, and honouring what was discussed are key parts of how a dealership should operate. After my brother and I had essentially walked away from both dealerships because of the Parkway situation, I advised Connor Steinbach. His response was professional, sincere, and clear. He defended Kitchener Ford’s position, clarified the bill of sale concerns, and advised that if my brother still felt comfortable moving forward, Kitchener Ford would still honour the agreed-upon bill of sale even though the original timeframe had expired. In my view, Connor Steinbach did not simply save the offer; he brought it back to life after it was essentially dead. That response was the main reason we decided to complete the purchase through Kitchener Ford. It showed accountability and good business practices during a situation where the sale was essentially lost. Rodney, the sales lead, also deserves recognition. He came across as genuine, professional, and a strong example of what a sales lead should be. He was reasonable to deal with and contributed positively to the experience. Connor Fairbrass, the General Manager, was also professional and forwarded my concerns to ownership for review. Kitchener Ford provided a reasonable timeframe for us to arrange a third-party pre-purchase inspection, which was important for buyer due diligence. The vehicle passed that inspection. Pickup was smooth and quick, and the vehicle was very clean, including the engine bay, which was exceptionally clean. During pickup, the brakes and rotors appeared relatively new, and the fluids appeared topped up, which added confidence in the vehicle’s preparation. There was a minor discrepancy at pickup involving a fuel charge that we had previously requested not be included. Even though the tank had already been filled by thay point, Jackson, the finance manager, handled the issue reasonably and arranged to compensate my brother for the fee. That was fair and adequate, especially considering pickup day was our first time dealing with Jackson. From a business-practices standpoint, Kitchener Ford demonstrated professionalism when it mattered. The overall experience had some challenges, which is why the rating is 4/5, but Connor Steinbach, Rodney, Connor Fairbrass, Jackson, and the team deserve credit for turning a complicated situation into a positive purchase experience. The contrast between Kitchener Ford and Parkway Ford was almost polar opposite, which stood out even more considering both dealerships are under the same ownership. I commend Kitchener Ford for demonstrating strong business practices and moving in the right direction.

Kyle was absolutely fantastic. I came into the dealership needing to purchase a car on a tight timeline, and he and the entire team made the process seamless. Kyle quickly understood exactly what I was looking for and helped me find the perfect fit—I absolutely love my Bronco Sport Outer Banks ♥️ It was a true 5-star experience from start to finish. Kyle was excellent on the sales side, Esteban made the financing process smooth and straightforward, and Dalton handled my trade-in efficiently. I couldn’t have asked for a better team!

I am very disappointed with the service and lack of support at this Ford dealership. On December 17th, my car’s sunroof suddenly opened and would not close. This was an emergency, especially during winter with snow and rain. We brought the car in the next day and clearly explained that we only needed the sunroof to be manually closed so we could safely use the vehicle — not a full repair. After leaving the car there all day, we were told they could not help us because we did not have an appointment and they were overbooked, despite the emergency. The next morning, when we went to pick up the car, the service area was empty and the dealership was set up for a staff Christmas party, which made the lack of assistance even more frustrating. We had to attempt a manual fix ourselves and are currently using duct tape just to keep the car usable. This experience was unacceptable, and because of it, I will never buy a Ford vehicle again.

I had a great experience purchasing my vehicle at Kitchener Ford. I have always owned a Ford since I’ve been old enough to drive, and my experience with trading in my old ford and getting into a new one at this dealership was the best so far. Dalton Blancher was excellent to deal with, and took the needs of my family into consideration for every detail. From test driving to pickup, the experience was seamless. All of the employees were very welcoming, and Maheema made the financial process smooth. Very happy with our new vehicle for little family!

I traded in my vehicle for a new Bronco and had the best experience with Kayla and Mia! Kayla is THE go-to lady for any car, especially the Broncos as she is a fellow Bronco gal! I had a very specific idea of what I wanted and she not only managed to find one with the exact specs I wanted, but she then helped me find the best price on some bigger tires and a lift to really make this my dream vehicle! With the help of Mia (who was awesome to deal with on the finance side of things), they got my Bronco scheduled in for all the extra customizations I had chosen so that on the day of pickup it was ready to hit the road looking exactly the way I had envisioned!