Imperial Ford / Imperial Group
Reviews and Complaints

I wanted to book my car for a service, however I was advised that my service plan expired. I was not made aware that there was a set date in terms of when the 4 year service plan expires. I always took my car for service during the month of July over the last three years and the date was never an issue, but when it came to the final year they told me that I only had till 07 July 2020 to do the service. I feel like I have been robbed of my 4 year service plan as I was not aware at all that the due date of expiry of the service plan was 07 July 2020. Can leniency not be granted for the service as it is still July 2020 in terms of the service plan as I genuinely was not aware of the due date.

Regards
Harriet

sir, On 11 april my vehicle new ford fiesta came to workshop for replacement of bumper, both side Rear view mirror and left side door lock latch as I was told by co that parts have arrived and asked to pick the vehicle by 16 apr. On 16 they told wrong parts for RVM has been ordered, asked for two more days. On 18 it was told that left RVM is okay I have to wait for Right RVM for two more days otherwise vechicle is ready for pickup.Today i.e on 21 apr when I came to Imperial ford ludhiana nothing was ready all the items are being fixed today like left lock, bumper, left RVR. Sir it is so disguesting to mislead the customer from day one. I was one of the first few regular customers who joined this imperial ford when it was open in Ludhiana few years back.but this experience makes me to think twice before even thinking of coming here. everybody has its limitations but making false statements and making fool of customers is not torrible.

We send in our Ford Ranger to Germiston Ford imperial to get their nonsens sorted.
Paint on the roof, just above the front windscreen of the vehicle started flacking off. After a long fight with them to give us a courtesy car they finally took in the Ranger. (about a month later). We got a call to come fetch our Ranger today- 3 March 2018. On arrival my fiance realized that our Ranger has been badly neglected. The work was done very badly and then im not even talking about the damage to the vehicle due to the repairs. Paint is all over the door panels, door handles, seat, cover at the back etc. The roof messed up and nothing is clean. CAR WENT IN SPOTLESS.
My list of complaints just goes on about other services from Ford Germiston

My vehicle, FV13MFA, a Ford Ranger was delivered to Imperial Ford of Grimsby on the 9th of September 2017. The reason why is as follows:

Last year, when the vehicle was a few months out of warranty the Oil Pump failed along with the Turbo. Despite being out of warranty Ford Customer Services agreed to pay the bulk of the repair cost. It goes without saying that I was extremely grateful for this gesture. A few weeks later there was an oil leak to one of the pipes that also had to be repaired. This invoice was paid by me.

Over the following few months I noticed a slight knocking sound that began to get progressively worse.

I took the vehicle into Imperial Ford of Grimsby on the 9th of September 2017. The dealer stripped the engine down to find that it needed replacing as it had suffered catastrophic damage to one of the bores due to oil starvation.

Weeks passed and finally Ford Customer Services agreed to pay 60% of the repair cost. Again, I am grateful for this financial contribution Especially, as the vehicle is out of warranty. However, I am disappointed that a vehicle which, is still relatively new, has low mileage and has been dealer serviced should have so many mechanical issues.

My complaint isn't so much about the cost of the repairs because, as I have already stated I am grateful for any contribution from Ford As the vehicle is undisputedly out of warranty.

However, I am totally dissatisfied with time it is taking to get my vehicle repaired. Bearing in mind the vehicle was delivered to the dealer on the 9th of September and today's date being the 2nd of December I regard this as totally unacceptable.

Furthermore, I'm being told that potentially my vehicle will not be repaired until next year! Presently, my vehicle which, is a commercial vehicle has been off the road awaiting repair almost 3 moths!

My vehicle being off the road for so long has caused my business a lot of logistical problems and to be told I could be without it another month is totally unacceptable.

The case reference details are as follows:

FINIS 1759628 DLR 647752 OR 14401 2-[protected]/Imperial Commercials/FV13MFA

At the end of April 2012 (this year) I purchased a Ford Fiesta 1.6 Trend Sedan from Carlo at Imperial Ford Cape Town. Keeping in mind I originally was going to get the car from another dealership since they offered a much better deal on the car, and no charge to bring the car down from Johannesburg – out of loyalty to Carlo, since my brother purchased his Bantam from him, I paid more for the car as he was unable to bring the car down at no charge.
On inspection of the vehicle when the car arrived, we noticed that the windscreen had marks on as if it was sandblasted. On the back door there was a chip off from the paint.
After much discussion that day, we agreed to take the car, but they had to make up for the inconveniences. So they gave the car a full tank of petrol and allegedly had the seats scotch guarded and auto armor applied.
I then noticed while I was driving the car that the clutch made a squeaking noise every time you shift gears. I washed my car on another day and noticed that the door rubbers on all the doors on the side were coming loose.
When the car went in to have the new glass fitted, Carlo noticed that the steering was making a click when you take turns.
Now, at this stage, a brand new car purchased out of the box, had a chip on the side off the paint, the windscreen that was factory fitted replaced, a squeak in the clutch, a click in the steering wheel and rubbers on all the doors coming loose – keep in mind these are only things we notice as it’s day by day noticeable things, not to mention what may be going wrong under the hood, things you won’t notice throughout your day to day travels.
Point being, this was a brand new car, that I paid good money for, now having all these issues – the garage offered to have it fixed, however I feel that a brand new car should not be fixed but should be working 100% out of the box.
Since I was unable to get any customer satisfaction from Carlo or the dealer principle, I contacted the Managing Director, Niall and his assistant, Lynette. Finally they decided that they will give my money back or give me a new car. As I’m happy with the car itself, I wouldn’t mind to take a new one and not my money back. Now they’re unable to find a new car. They are unable to find any Sedans, when I finally decided to go for a hatch – it seems like prices are worked out where I’m on the losing end, where I was promised cost price vehicles, it is now even more expensive than listed prices since I am being penalized with settlement figures and kilometers. As if I’m too blame for change of mind, because my car has got factory defects!
We’re still not getting any satisfaction from either Head Office or from the dealership. The dealer principle hasn’t even bothered to speak to us since the first time I contacted the director. It’s always the sales person, Carlo. It seems like the director has also climbed off board this complaint since I haven’t heard back from him in a week either.
It has been nearly 6 months since I purchased the car, and an uphill battle to get things done and try and get satisfaction, which should not even have taken this long, nevermind the fact that the customer needs to fight this hard to get proper service.
I am disgusted at the service levels from Imperial Ford especially with decisions being made or lack thereof, to satisfy the customer. I guess they’re overlooking the fact that I have already shown loyalty to them, and yet I’m on the losing side for mistakes that are actually Ford’s and not mine.
Since I am unable to find any satisfaction from even the Managing Director, I guess it’s safe to say that Imperial Ford does not care for its customers or their satisfaction.