Bowen Scarff Ford Lincoln

8/31/2015Dear Mrs***,Thank you for notifying us of Mr*** complaint, andupon reading the concern, I find some clarification of some points is needed whichI hope will improve your understanding of the situationI try to be fair andopen-minded in the decisions I make on behalf of Bowen
Scaff Ford. At times it is a fine line between doing theright thing and doing what the customer wants I base my decisionsupon the results of the research I conduct when a customer contacts me with aconcern. While in many cases we are ableto resolve the customer’s concern, there are sometimes circumstances are beyondour control. After careful reviewof the repair order (***) from Bowen Scarff Ford-Lincoln, I spoke personallywith MrBryan A***, our shop foreman, and the technician that performed theprofessional repairIt appears that the vehicle came in with an aftermarketvehicle engine performance tuner that deletes some, or maybe all of the factoryemissions warranty, and I can only assume that the reason this vehicle has thisengine performance enhancer is to give the vehicle more power by spraying extrafuel in the engine combustion chamber. While replacing the drive belt, the technician found novisual signs of concern to the engine harmonic balancer, so no repairrecommendations were made After lookingat how the harmonic balancer is assembled on with bolts and a pin, I don’tbelieve anyone with any degree of certainty can tell what failed first, theengine crankshaft, or the harmonic balancer, and neither of these parts wereremoved or repaired by Bowen Scarff Ford I am confident that based on my review itappears that my Service department followed proper procedures. In the matter of Mr***request for reimbursement of expenses related to his highway breakdown, wedecline to accept any responsibilityI understand Mr*** frustration andthe inconvenience he has suffered but there were no malicious acts by my staffand the costs he incurred were not a result of any repairs done at mydealershipSincerely, Ivin T***Service ManagerBowen Scarff Ford-Lincoln***@bowenscarff.com

8/31/2015Dear Mrs***,Thank you for notifying us of Mr*** complaint, andupon reading the concern, I find some clarification of some points is needed whichI hope will improve your understanding of the situationI try to be fair andopen-minded in the decisions I make on behalf of Bowen
Scaff Ford. At times it is a fine line between doing theright thing and doing what the customer wants I base my decisionsupon the results of the research I conduct when a customer contacts me with aconcern. While in many cases we are ableto resolve the customer’s concern, there are sometimes circumstances are beyondour control. After careful reviewof the repair order (***) from Bowen Scarff Ford-Lincoln, I spoke personallywith MrBryan A***, our shop foreman, and the technician that performed theprofessional repairIt appears that the vehicle came in with an aftermarketvehicle engine performance tuner that deletes some, or maybe all of the factoryemissions warranty, and I can only assume that the reason this vehicle has thisengine performance enhancer is to give the vehicle more power by spraying extrafuel in the engine combustion chamber. While replacing the drive belt, the technician found novisual signs of concern to the engine harmonic balancer, so no repairrecommendations were made After lookingat how the harmonic balancer is assembled on with bolts and a pin, I don’tbelieve anyone with any degree of certainty can tell what failed first, theengine crankshaft, or the harmonic balancer, and neither of these parts wereremoved or repaired by Bowen Scarff Ford I am confident that based on my review itappears that my Service department followed proper procedures. In the matter of Mr***request for reimbursement of expenses related to his highway breakdown, wedecline to accept any responsibilityI understand Mr*** frustration andthe inconvenience he has suffered but there were no malicious acts by my staffand the costs he incurred were not a result of any repairs done at mydealershipSincerely, Ivin T***Service ManagerBowen Scarff Ford-Lincoln***@bowenscarff.com