Crowley Ford Lincoln

Dear Representative Revdex.com Inc : We been in contact with [redacted] and we are satisfying all his needs and concerns We apologized for our late response ! [redacted] Crowley Ford Lincoln

Complaint: [redacted] I am rejecting this response because: #- I don't know how MrS [redacted] can state they were "unsuccessful" in contacting me since this morning was the first time they called me since I spoke to Luis on 12/and was told it would be another two weeks until the part was in(on or around 1/4/(Now going on weeks!) I missed their one attempt to call at at 9:am this morning and called them back one hour later at 10:when I spoke to Luis#- all of a sudden after I filed a complaint, my part is in#3- I didn't inspect my car (apparently should have) to make sure they performed the work correctly that I paid for There is no way they put back a "broken" part and it blew off because I only drove it home that day and noticed it the next morning and would have noticed driving home if a part blew off my car that was right below the windshield#- Luis said that Crowley will NOT refund me my $because they are replacing the part (which was part of my car when I brought it in to be serviced and they failed to put it back together correctly before sending me on my wayPerhaps they should have a quality control employee who inspects the work before they mark it as complete #- I want my part replaced BUT feel the least they can do is refund me my $as a courtesy for my aggravation, time wasted bringing my car back along with weeks of calling and being told I can't speak to MrS [redacted] because he is ALWAYS in a meeting #- I bought this car as used off their lot I purchased a very expensive warranty through Crowley Ford and was very happy and satisfied until now I have even referred a couple of people to them that were looking to buy a carUnfortunately this experience has changed all that I will now steer people away from this dealership if they can't do the right thing#- If MrS [redacted] would like to call me today @ [redacted] and rectify this situation with a refund and my part, I would be satisfied and consider this matter closed with a satisfactory resolution Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: [redacted] was neither in contact nor involved with this transactionthe dealer at no time contacted meevery scheduled time they were due to contact me came and went with no phone callI was the one who contacted themI at no time lost my cool, raised my voice or disrespected the gentleman who handled my service orderon the other hand I was told by the gentleman that "i was lucky it didn't cost me more" so if cooler heads did prevail (meaning crowleys staff) we wouldn't be in this situationnow as far as them "not" charging me for the extra hours of laborI was charged to drill and tap (poorly I might add because the head that they finished was damaged & needed to be repaired alsothey drilled holes at an angle, even elongated some holes) out of studs at a whopping cost of $a studthen to make matters worse I tried contacting mr [redacted] on several occasions even left a couple of messages & I received no reply from himbut I did receive a call from the serviceman who originally handled my work order (so I know mr [redacted] got my messages but avoided calling me himself) I still didn't lose my coolI tried calling for mr [redacted] a few more times to no avail so I decided to go over his head to his boss and I contacted Crowley automotive group to try to reach ken Crowley himself & after the 3rd time that I didn't receive a call I figured this is how they do business & decided to contact you (Revdex.com) now I DO NOT expect them to do anything about thisas you can see it took a complaint to you (Revdex.com) to get them (Crowley ford) to respond to meso I'm ok with Crowley not doin anything to solve this issueI just want it on the record what they do to their costumers so others can make an informed decision before going to Crowley ford Sincerely, [redacted]

I am responding to complaint ID [redacted] We have unsuccessfully attempted to contact Ms [redacted] We have now received the necessary part for her vehicleMs [redacted] states that we have corrected her concernwe will repair the part that is missing even though it was days later that it was reportedThis part leaves a big hole where the wipers areI believe we could have broken a clip on that cover which holds it in place and it came off while drivingWe will be happy to install that part on Ms [redacted] 's vehicle at no charge to her[redacted] Parts and Service Director Crowley Ford Lincoln

I am responding to case # [redacted] customers vehicle was here for an extended period of time for a recall on the fuel tank(parts were not readily available)When the parts became available we had noticed the brake pads and rotors were rusted and we proceeded to obtain authorization from Ford Motor Cofor replacement at no charge to the customerBrake pads and rotors were replaced at no charge to the customerWe road tested the vehicle upon completion and contacted the customer to let them know the vehicle was indeed ready for pick up(All the while the customer was supplied with alternate transportation at no charge to them)I don't believe the customer called the same day, but maybe the next dayThe customer had the vehicle towed back in and our diagnosis showed there was a broken anti lock brake system tone ringThis has nothing to do with the brake components we had previously replaced on the vehicleWe contacted the customer, they expressed dismay, and we agreed we would see if Ford may cover this repair alsoFord denied any assistance at first, but with the customers persistence, Ford agreed to pay of the The customer refused the assistance(charge was for the repair that would correct their immediate concern, and the other was for a different recommended repairWhen we road tested the vehicle and when they first picked up the vehicle, the vehicle was fineAlso this vehicle is not new, it has 138,miles on it, and is a The condition of the broken tone ring is a common repair on aged vehiclesI believe this Revdex.com case is not with the dealer, but if anybody it would be Ford Motor CompanyCrowley Ford Lincoln offered no money towards this repair.If I can be of any further assistance, Feel free to contact me at ###-###-####, or, [redacted] Thank YouGary S [redacted] Service and Parts DirectorCrowley Ford Lincoln

Hello, This email is in regards to the complaint I filed against Crowley Ford on 3/11/16, the ID that you had assigned to this case is [redacted] I am writing to let you know that Crowley Ford and I have come to an agreement that satisfies both parties, that is myself and Crowley FordIf you need any further information please don't hesitate to contact meThank you, [redacted]

Complaint: [redacted] I am rejecting this response because: This is the same company who was dishonest about fixing the issue with my vehicle, then charged me for work that was never doneMy vehicle didn't have any damage to it, prior to dropping it off at the dealershipI even took photos of my vehicle before dropping it off, in order to display the issues I was having with the vehicleWhich shows there wasn't any damage on the vehicleFar as this dealership refunding my money, this didn't happen until I told them that I was calling the policeThey initially refused to give me a refund Sincerely, [redacted] ***

Complaint ID#: [redacted] Company Name: Crowley FordCompany Contact Name: [redacted] Company Contact Phone: [redacted] Company Contact Email: k [redacted] Consumer's Name: [redacted] Revdex.com Staff Member (if you know): [redacted] ***Complaint Information: The entire beginning of the customers story is correct, up until the point where he wanted to take it out of hereThe reason he took the vehicle from here was because we called him to let him know that we could not extract the bolts he broke from one side and that the cylinder head would need to be removed and would possibly need a new cylinder head but we couldn't be sure until we removed the cylinder head and attempted to extract these bolts [redacted] declined any further repairHe is correct in that we did run over the estimated amount of time, however, we did not charge for that timeTherefore, I do not feel that we are responsible to pay for the repair that we told him he may needHad cooler heads prevailed between MrGuzman and our service advisor, we are very accustomed to helping customers price wise on completing an unexpected repairPlease feel free to contact me with any questions860-793-extor [email protected] Sincerely [redacted] s Service and Parts Director Crowley Ford Lincoln

Complaint Information: Customer thought something would be covered by an emissions warranty because he was told that by his mechanic, when in fact it was not a covered itemHe was explained that if the failed component was not covered, he would incur a diagnostic charge, which he signed for when first brought in for serviceWhen the customer came to pick up his vehicle he refused to pay the diagnostic charge, stating it should be covered by the warrantyHe also stated the emission paperwork stated what was wrongIt only says there is an evaporative emissions leakA diagnosis must be performed to determine what component has failedWe did however waive the diagnostic fee for the customer at the time of his pick upI did call Mr [redacted] to offer a discount on the needed repair, only to find out he had his mechanic repair the vehicleI also offered the customer assistance with any future repairs he may need to amend any inconvenience we may have causedThank you, [redacted] and Service Director Crowley Ford [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I do not feel comfortable having any more work done by this company. They have lost my trust. I was unable to answer their phone calls or call them back from the three phone calls I received because I work 5am - 5pm Monday through Friday and half days on Saturday. The messages they left was just a persons name and company they had called from. There was no other information. There is not a lot of time for phone calls in my life. I can email more accessibly. As far as my car, I have already seen to having its issues addressed. I don't see how bringing it back to them to have them do or not do any work on it is going to do me or them any justice.
Sincerely,
*** ***

Complaint ID#: ***Company Name: Crowley FordCompany Contact Name: *** ***Company Contact Phone: ***Company Contact Email: k***Consumer's Name: *** ***Revdex.com
Staff Member (if you know): *** ***Complaint Information: The entire beginning of the customers story is correct, up until the point where he wanted to take it out of hereThe reason he took the vehicle from here was because we called him to let him know that we could not extract the bolts he broke from one side and that the cylinder head would need to be removed and would possibly need a new cylinder head but we couldn't be sure until we removed the cylinder head and attempted to extract these bolts*** *** declined any further repairHe is correct in that we did run over the estimated amount of time, however, we did not charge for that timeTherefore, I do not feel that we are responsible to pay for the repair that we told him he may needHad cooler heads prevailed between MrGuzman and our service advisor, we are very accustomed to helping customers price wise on completing an unexpected repairPlease feel free to contact me with any questions860-793-extor [email protected] Sincerely* *** ***s Service and Parts Director Crowley Ford Lincoln

Hello, This email is in regards to the complaint I filed against Crowley Ford on 3/11/16, the ID that you had assigned to this case is ***I am writing to let you know that Crowley Ford and I have come to an agreement that satisfies both parties, that is myself and Crowley FordIf you need
any further information please don't hesitate to contact meThank you, *** ***

I am responding to complaint I.D***We have tried to contact at least time and left messages with no return callWe will not be giving him money to have his brakes done elsewhereThe messageswe left explained that we would be happy to look further into the situation and see if we may
have a binding caliper slide or even a sticking caliperWe also explained that we would do this at no charge and still no return callStill happy to do so if somebody can make contact with him.Gary S*Parts and Service Director

Good Morning,Our Service Director Gary S*** contacted the customer. He addressed her concerns and he credited her service account $and also issued her a refund check for $228.95. She was very pleased with our response and accepted our resolution to her complaint.Thank
you,Dennis B***Client RelationsCrowley Ford Lincoln###-###-####

Complaint: [redacted]
I am rejecting this response because:    
#1 - I don't know how Mr. S[redacted] can state they were "unsuccessful" in contacting me since  this morning was the first time they called me since I spoke to Luis on 12/21 and was told it would be another two weeks until the part was in. (on or around  1/4/16. (Now going on 8 weeks!)    I missed their one attempt to call at at 9:40 am this morning and called them back one hour later at 10:49 when I spoke to Luis.
#2 - all of a sudden after I filed a complaint, my part is in.
#3- I didn't inspect my car (apparently should have) to make sure they performed the work correctly that I paid for.  There is no way they put back a "broken" part and it blew off because I only drove it home that day and noticed it the next morning and would have noticed driving home if a part blew off my car that was right below the windshield.
#4 - Luis said that Crowley will NOT refund me my $132.90 because they are replacing the part.  (which was part of my car when I brought it in to be serviced and they failed to put it back together correctly before sending me on my way.
Perhaps they should have a quality control employee who inspects the work before they mark it as complete.  
#5 - I want my  part replaced BUT feel the least they can do is refund me my $132.90 as a courtesy for my aggravation, time wasted bringing my car back along with weeks of calling and being told I can't speak to Mr. S[redacted] because he is ALWAYS in a meeting.  
#6 - I bought this car as used off their lot.  I purchased a very expensive warranty through Crowley Ford and was very happy and satisfied until now.  I have even referred a couple of people to them that were looking to buy a car.
Unfortunately this experience has changed all that.  I will now steer people away from this dealership if they can't do the right thing.
#7 - If Mr. S[redacted] would like to call me today @ [redacted] and rectify this situation with a refund and my part,  I would be satisfied and consider this matter closed with a satisfactory resolution.
Sincerely,
[redacted]

[redacted]
  Complaint ID # [redacted]...

had complained that the repair to his ABS module did not work and that he discovered scratch damage on his door when he returned home after having service done here at Crowley.  [redacted]s had met with him and refunded the repair cost but denied that the damage was done here as the door had dirt all over it and the scratches in question.  We feel that the damage was not the fault of our business as it could have happened anywhere.

*
[redacted]   Complaint ID # [redacted]   Per the conversation with the advisor, this customer was never refused his refund.  The customer was very unhappy and combative and demanded that the advisor issue him an immediate refund.  The advisor explained to the customer that all refunds need to be approved by the Service Director who was not available at that moment.  The advisor also stated that the customer had left and then came back to demand the immediate refund and at that time, never mentioned any door damage.  The Service Director does not recall any conversation ever threatening to call the police when discussing the refund which was given. Our position is that we gave the customer the refund he demanded but do not feel we damaged the door in question.

I am responding to complaint I.D. [redacted]. We have tried to contact at least 6 time and left messages with no return call. We will not be giving him money to have his brakes done elsewhere. The messages
we left explained that we would be happy to look further into the situation and see if...

we may have a binding caliper slide or even a sticking caliper. We also explained that we would do this at no charge and still no return call. Still happy to do so if somebody can make contact with him.
Gary S[redacted]
Parts and Service Director

Complaint ID#:   [redacted]Company Name:    Crowley FordCompany Contact Name:    [redacted]Company Contact Phone:    [redacted]Company Contact Email:    k[redacted]Consumer's...

Name:    [redacted]Revdex.com Staff Member (if you know):    [redacted]Complaint Information:    The entire beginning of the customers story is correct, up until the point where he wanted to take it out of here. The reason he took the vehicle from here was because we called him to let him know that we could not extract the bolts he broke from one side and that the cylinder head would need to be removed and would possibly need a new cylinder head but we couldn't be sure until we removed the cylinder head and attempted to extract these bolts. [redacted] declined any further repair. He is correct in that we did run over the estimated amount of time, however, we did not charge for that time. Therefore, I do not feel that we are responsible to pay for the repair that we told him he may need. Had cooler heads prevailed between Mr. Guzman and our service advisor, we are very accustomed to helping customers price wise on completing an unexpected repair. Please feel free to contact me with any questions. 860-793-8886 ext. 3227 or [email protected] . Sincerely[redacted]s Service and Parts Director Crowley Ford Lincoln