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Twin Hills Ford Lincoln

10801 Yonge Street, Richmond Hill, ON
17 reviews
Claim this business Last updated: Over a year ago
About Twin Hills Ford Lincoln

Welcome to the Internet home of Twin Hills Ford Lincoln. We are very proud of the Ford brand and we want you to be also. We welcome you to come in and be part of not only the Ford family, but also o Go to full description...

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Today: 9:00am - 9:00pm
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Twin Hills Ford Lincoln, Richmond Hill Reviews (17)

17 reviews
5 Star
4 Star
3 Star
2 Star
1 Star
By Amethyst Goose on Nov 19, 2016
Guest Review
If this website allowed me to rate them with no star, I would have no hesitation to do so.
The service department is poorly managed, they looked at your appearance and judged how much they would be able to shake your money out from your pocket. I just simply won't deal with them. I can live with mediocre quality of Ford, but can't live with poor service where Ford has trained these people to provide such overpriced service. No more. Enough is enough.
By MCANGELBIRD6 on Oct 19, 2016
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By rzarboni on Sep 24, 2016
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I just bought another vehicle from Twin Hills " a new Lincoln MKX". I am very happy with my choice after the first 800 KM.
In the past I have bought many vehicles from different dealerships and makes. Not many people have bought more vehicles than I have so I know a great dealer when I see one. My purchase and service experience at Twin Hills Ford Lincoln is superior and much better than even Mercedes. Lou the owner, Michael the GM and Luke the sales specialist all make sure to give every customer attention. Most importantly they never pressure you to buy.

And when there is a problem they fix it immediately or make arrangements.

No wonder they are rated one of the best Ford dealerships in the GTA to deal with.

I would recommend Twinn Hills to anyone wanting a new Ford vehicle.

Ralph Z
By rickwalker52 on Jul 26, 2016
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I would like to thank both Mike ( Manager) and Luke (Salesmen) for their great advice and help in purchasing my 2016 Ford Explorer XLT in June . You got me the most in my trade-in and the time that you spent with me explaining the difference of the Edge vs. Explorer made this purchase worth the drive. I only wish that I could been introduced to Mike C. many years ago by my friend who has dealt with Mike for 30 years as this has been most enjoyable experience. Good Luck in the future. Regards Rick
By Cinnamon Marlin on Jul 14, 2016
Guest Review
I have been dealing with Twin Hills Ford for the past 22 years. As one of your customers I recently leased a car from your company. I wanted to thank you for the assistance you gave me in leasing the vehicle. I can say I am greatly satisfied the with the vehicle I leased from Twin Hills Ford. I would also like to speak of your Sales Manager Mike Cassar for his great effort in helping me lease the car I wanted. Mike Cassar is a hardworking, top-performing customer service professional. He has my highest recommendation.
Again I wanted you to know that I greatly appreciated the effort of your company especially your Sales Manager. Your great customer service is highly appreciated.
Dennis Ewaniuk
Toronto Police Pensioners Association
By Black Ermine on Jun 08, 2016
Guest Review
Went into Twin Hills Ford this morning as the electrical in my new Ford Edge 2015 just died. The employees at the service desk were very friendly and courteous. When taking my information to open the case, the employee advises me that there is a note from the Owner on file stating they are not to service my vehicle. I asked why? She said she didn't know. No reason was added to the notes, she said. I asked that she speak to the owner as I wanted to know why my car (and business) was flagged. She attempted to contact the owner who had arrived however they couldn't "find" him. Not sure how someone can get "lost" at a dealership. I asked that they continue to try and I would wait. After approx 20 min, this man comes in, walks by me and speaks to the employee. I am standing right there and I hear him say where is the customer? Without speaking to me or acknowledging my presence, he turns around and leaves. The employee comes back and says she spoke to him, they don't know why the comment was on the file however they still can't service the car. I asked why? She said something about only one tech being there and 7 cars waiting .... I have known that the service at this dealership was mediocre due to previous service calls however this took it to a different level. I only went there because it's down the street from where I live however this will definitely be the last time. I was accused without reason and refused service. I have owned and still own multiple cars and I have never been refused service. EVER!. I called Ford to complain however am not holding my breath that the owner will call me back. Trust me, take your business elsewhere, obviously they don't know what customer service means.
By Bazaar Gila-monster on Nov 28, 2015
Guest Review
People.... I am sitting right in the waiting room while they put on my winter tires and do an oil change. You ask what's the problem?'s been 3hours!!?? An oil change and winter tires, Really?! I questioned the advisor at the desk, about roughly how much longer it was going to take, he replied " half hour ", so, I proceeded to go outside to stretch my legs, and noticed my car had been outside this whole time. I watched, the advisor grab the paper work off the desk, and watched the mechanic run out to my truck to bring it in for service. Poor time management or lack of customer care, you decide. Me folks....i have decided to bring my service elsewhere!
By Coquelicot Rabbit on Jun 30, 2015
Guest Review
I brought my 2012 Ford Edge for servicing, that vehicle is falling apart just moths after the warranty expired but that's a separate story. I wanted to fix two separate things, a service advisor Shang Xue was handling the repairs. They charged me for diagnostics and needed two parts. They had one in stock and replaced it the same day, while the other had to be ordered. Once I returned I checked the pricing again with him, I am glad I did that, and to my surprise he changed the price from original $80 (in line with other dealerships) to $220?! Needles to say I was very disappointed and will never go back to that place.

By ryanfin on Feb 18, 2015
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We just purchased a car from Twin Hills and had a great experience of the car buying process. We dealt with Robert Simpson and he was awesome !! He was so friendly, helpful and understanding of our car needs. All the staff were extremely friendly and laid back.......that is so rare these days. We had to visit the showroom on 3 different occasions and each time we felt so welcomed and were never rushed.

Great job Robert and staff at Twin Hills ...... keep up that great customer service !!:)
By Craig McLean Irish-Wolfhound on Nov 28, 2014
Guest Review
The letter below was sent to the GM of Operations Mgr at Twin Hills Ford (Fabio Panett on Oct 25. 2014). After 3 weeks of not hearing back from Fabio, I sent a letter to the President of Twin Hills Ford (Ninetta Panett) dated Nov. 15th. Nobody from Twin Hills Ford contacted me and as a result I have taken my business elsewhere (for service on my 2011 Ford Edge plus I was in the market to purchase a new vehicle and bought one not through Twin Hills Ford). You couldn't pay me to do business with these poeple. Be aware folks - be aware.

My final letter sent to Mr. Fabio Panett at Twin Hills Ford on Oct. 25th 2014:

Hello Fabio,

I'm writing to you in final desperation as I am not satisfied with the outcome of a service problem that began on June 21st 2014.

The email string below will give you a sense of how I have been treated as a loyal customer at Twin Hills Ford (I have not included the mutiple emails dating back from June 2014 to Oct 2014 as there were many and I was being jerked around) from Ford and Twin Hills.

Letter sent to GM of TwIn Hills Ford dated October 25th 2014:

Hello Fabio,

As you read my story, I want you to keep in mind it was me, the customer, chasing Ford and Twin Hills for status and resolution of my complaint since June 24th through to Oct 23rd.

My customer experience story:

- I purchased my new 2011 Ford Edge from Twin Hills on May 25, 2011. I stopped buying Ford vehicles in the 80's because I didn't like the quality of the product. However, I heard good things about the new Ford products and was willing to give Ford another chance.
- The vehicle has been dealer maintained by Twin Hills exclusively since the original date of purchase (everything I've been asked to do by your team, during regularly scheduled service maintenance, has been done). I even purchased my snow tires from Twin Hills (not Costco like most people do) because I wanted my vehicle to be properly serviced by the dealer.
- On May 13th, 2014 I brought my vehicle in for service (reference RO #615073/1) for full inspection knowing the Edge was coming out of factory warranty on May 25th, 2014. I was told I should have a seasonal works package done to inspect the entire vehicle. Section 4 - brake inspection - both rear brakes were checked off "green" indicating the brakes were fine. I was told by the service advisor that I would need brake work done in late fall when my next service appointment was due (was assured nothing was wrong with my brakes).
- On June 21st, 2014 my rear left brake seized up while driving to our cottage (broke down at Hwy 400 and Aurora Side Road). The smoke was so bad (coming from my left rear tire), that I was worried the vehicle would catch fire. I had to arrange a tow back to the dealership and pay for a cab to get my family home. This incident could have caused a serious accident and my family and I were very shaken up.

My argument with Jack Iaboni in June: a three year old, dealer maintained vehicle, just coming out of warranty, should not have brakes seize up as described above. As a Ford customer I've done my part to service my vehicle. I understand that brakes are not under warranty but, if I had been told to service the brakes on May 13th, I would have done so without hesitation. Your service department charged me full price for the brake repairs after the incident and then tried to tell me that sometimes brakes seize up even after being inspected and serviced? As an fyi, on May 13th I also paid full price for the seasonal work package inspection to ensure my vehicle was in good working order coming out of warranty.

Final Outcome and Recommendations from "Ford of Canada" and "Twin Hills Ford":

Ford of Canada response and outcome:

- I was asked to issue a formal complaint to Ford of Canada on June 24th by Jack Iaboni (Case #4613898 was opened with Ford of Canada). Jack mentioned that he had noticed this problem happening with not only my model type but other models as well. It took until Aug. 6th to hear back from Ford of Canada. They advised me that there was nothing more they could do to help me and the issue was between me and Twin Hills? One of the Ford of Canada reps I spoke to believed the problem was caused by dealer neglect.

Twin Hills Ford response and outcome:

- I spoke to Jack Iaboni on Thursday Oct. 23rd. He told me this was not the dealers fault and he believes there is a defect with my brakes (he also mentioned and reafirmed that Twin Hills is seeing the same problem I had with other models like the MKS Lincoln, Edge, etc...). I then asked Jack if the GM of the dealership was aware of my situation and others, and he said no. Jack then advised he would give me a $300.00 service credit towards future repairs. At first I agreed to Jack's recommendation but called back after we spoke to advise I still was not satisfied.

What I'm asking for from Twin Hills and Ford of Canada to resolve my complaint:

- Twin Hills to act as my advocate and deal with Ford of Canada to fix a known defect with my brakes (Jack has lots of examples as per my conversations with him). I have lost confidence in the safety of my vehicle as brake defects are something that must be treated and acted on promptly and seriously. I believe Jack has been trying to deal with Ford on this problem but needs help and support from his leadership team to have the problem addressed.
- I want a response (in writing) - that there are no defects with my braking system and that my Edge is safe. Until the defect is acknowledged and corrected by Ford of Canada, brake inspections and the servicing (cleaning) of my brakes will be done by Twin Hills at no cost to me.
- Proper compensation for all costs incurred by me as a result of my brake failure on June 21, 2014 (cost consideration given to towing, cab ride to get family home, May 13th seasonal work package which proved to be useless, brake service that I paid full price for and my time). Approximate breakdown of my costs were Towing = $200.00, Cab = $100.00, Seasonal work package = $100.00, Brake service = $600.00.

After all of this, NOBODY is taking accountability for what happened to me and my family on June 21st, 2014. Ford of Canada has advised it's a dealer problem and Twin Hills are saying it's not there fault either? Your customer complaint resolution procedures do not work as the issue as it stands now - is my fault?

Please contact me ASAP to resolve my customer complaint as appropriate.
By guest Butterfly on Nov 22, 2014
Guest Review
I called and spoke to Mike ( leasing manager) he took the list of details I was looking to purchase 2 trucks for a company. 1 week later no call. I called him, he said you won't find the vehicle your looking for. He was ok losing a sale. He didn't try and sell me something else. This dealership is lacking in skill, customer service, and quality sales. There management also is lacking. They certainly are not looking for new business. I will ensure I don't call there.
By Black Aphid on Jul 16, 2014
Guest Review
I have dealt directly with Mike Casar for the last 25 years. Every car that I leased or bought has been a fair deal. The service department has been very courteous and helpful, and I have never had a dispute with the service they have provided.
By Merv on Feb 21, 2014
Verified by Email
I had taken my leased car to this dealership to have two faulty parts replaced, a long story short the first time i went in to have my car assessed they told me to leave the car for the day (5 hours) and they will call me once its ready to be picked up. After i picked up the car, i noticed that i left my dash cam on the entire time so i went home and viewed the video and to my surprised i heard the service rep and a mechanic enter my vehicle and start talking about my car. After 5 minutes of talking shit about me and my vehicle the rep told the mechanic to "just order the parts and get this shit out of here". As the rep started reversing my car to the "pick up zone" which was the spot behind my car, the mechanic asked if i was around and as soon as the rep replied no the mechanic started jerking my shifter from reverse to N (its standard) grinding my gear. After a few laughs and after doing it several times the rep stopped the car and they both left by the car (which is how i know who it was). Once i arrived at the dealer, he told me he ordered the parts and it will take 2-5 business days. After viewing the video that day i wanted to see how they would continue to treat me and how they would go about repairing my car so i waited for the phone call.

A MONTH LATER, without any notice or any reason as to why it took so long to arrive and why i never got a phone call, they told me to bring the car in right away as they "are doing me a favour by repairing my car".... so i took it there and dropped it off but this time leaving the camera in the back seat and i also told them that my check engine light had come on yesterday and i had it read and it gave me an error for my catalytic converter but it had turned off literally the second i pulled in to the lot but asked if they can see what was wrong . After 6 hours, they called me to come pick up the car and explained to me how after hours of tearing open my seat and my shifter (the parts i needed replaced was the back lumbar support spring in the driver seat and something to stop the squeaking in my shifter) they then realized that BOTH parts are wrong... and that they needed another 2-5 business days to get the real part and when i asked about the check engine light the rep had said "sorry but we didn't see a light so we are not aloud to check anything or have it read"... i told him i read it my self last night and it said it was my catalytic converter but he said "sorry but if there is no light we won't check anything" Bullshit.... i looked at the video and not only did they not touch my car... but they moved it 3 times to different spots and out of the 5 people that i caught on camera getting in to my car, the same mechanic got in to my car and started drifting in the parking lot... in my brand new winter tires.... and caused it to make a noise that i have never heard before and shut the car down (if it was a stall then it was the worst and most destructive stall i have ever heard in my life, not exaggerating). He then parked the car and that was it... they never touched my car, they never attempted to even try to figure out what was wrong. They did nothing but dick around and the funny thing is, i have never met this mechanic in my life and have never spoken to him ever so the fact that he was fucking around in my car just shows that there is no personal connection to me and that he does this to ever car that enters the lot... considering i drive a standard 2012 Ford Focus SE... nothing special...

I have contacted the ford motor company of Canada just stating that i have evidence of their employee abusing my car and i expect a call from someone as soon as possible to discuss this and all they said back in a letter was "we apologize for any inconvenience and we will contact you if we require additional information"... its been a month now and no one has bothered contacting me and i still have yet to have my car repaired. I have contacted BBB and awaiting their reply.

By radusavulian on Dec 08, 2012
Verified by Email
I brought my car in for a minor electrical problem: seat heater did not work.

After half a day I was informed that the repair could not be done unless I leaved the car in the shop for a week for further investigation. I decided to check out the car but, since the service advisor was absent, I spoke with the technician who did the job. He openly admitted that he is not qualified to do automotive electrical work and does not understand electrical schematics. The electrical wiring diagrams of the vehicle were not even available in the shop at the time.

I complained in writing to the Service Manager, but he did not bother to answer.

The following week I took the car to another Ford dealership where the problem was fixed promptly.

No further comments.
By amirreza on Oct 11, 2011
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they just rip off people i never go back ther my car never been fixed and i was charged for it .
By jelkhana on Jun 11, 2011
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I went to service my ford mustang because of a service light issue and engine light . After they ran their computer diagnostics and charged me 100 dollars , they told me i needed to replace my throttle body and they don’t have one and will take them 2 weeks to get it and it will cost 900 dollars . I couldn’t wait ,so i went to another mechanic who ran a free diagnostic , and cleared up the engine light and service light for free which they ignored to do . And after all this , it turned out that my air intake was too dirty and needed a replacement, which gave the cars computer an error thinking that my throttle body needs replacement . I ended up paying 10 dollars, instead of 900 +100 for checking what’s wrong with my vehicle , 3 month later and the car is working perfectly fine . I also have a horrible experience with them while i was looking for a finance for a 2011 mustang , if you want a fair deal and service then avoid this place at all costs .
By Brown Starfish on Mar 08, 2010
Guest Review
I LOVE this Dealership, Straight forward and honest, no gimicks.
All the staff are friendly and will go out of their way to help you, they have been around for over 30 years and only have word of mouth advertising.
Comment by shocked2010 on Nov 16, 2010
I have to assume you are male.
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Welcome to the Internet home of Twin Hills Ford Lincoln. We are very proud of the Ford brand and we want you to be also. We welcome you to come in and be part of not only the Ford family, but also our own. From this site you can build a vehicle to your specifications, arrange for credit, view our dealership services, and much, much more. We are committed to serving our friends and customers and we look forward to hearing from you. Ford vehicles are trusted, authentic and inspired!
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