Executive Security Services

To Whom It May Concern,Apple Ford of Lynchburg has looked at Mr [redacted] sync concern once on June 18, Mr [redacted] stated, at that time, that the sync sometimes won't works when TVs are hooked up and the drivers side picture doesn't come in clear The technician, [redacted] ***, installed a personal DVD and everything worked and the picture came in very clear We ask the customer to bring the vehicle back if it stops working again, we can't repair something that is working [redacted] , Service Manager, has spoke with the Mr [redacted] and was told he would bring the vehicle back after the first of the new year to have it checked again Thank you, [redacted] *** Director of Operations

I have reviewed the response offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] *** I sent a certified letter on 12/4/detailing the damage and repair with copies of the receipts to Apple Ford within months of the final repair of my vehicle to restore it back to where it was before you mechanic damaged itI did not hear back from Apple Ford.I have attached a copy of that letter and the certified letter receipt from the ***

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Per the communication from the company, it was never advised that the cylinder eight plug was broken during the compression test and had to be replaced After receiving a $7,quote for the repair of this vehicle which is a Ford Expedition, we did decline the repair and picked up the vehicleAs the vehicle sat at Apple Ford for testing and diagnostic work, the same scenario held true for our mechanic He had other vehicles ahead of our truck so it was not an immediate repair [redacted] came into the dealership on 3-17-but we did not decline the repair and pick up the vehicle until 4-21- Immediately after repair from our mechanic, I called Apple Ford advising that the same issues were happening with a new engine We have gotten several opinions and a new engine was not needed or the appropriate repair methodWe called IMMEDIATELY after the engine was installed Regards, [redacted]

First, thank you for following up with me with the concern Mr [redacted] had with our organization I apologize for taking so long to write back However, we reached out to Mr [redacted] when we received this letter of his complaint My service advisor, [redacted] [redacted] spoke with Mr [redacted] the same day we received the letter Mr [redacted] expressed his frustration with the Insurance company who was responsible in approving the work to be done on his vehicle We were just as frustrated for him as we were for ourselves I stood next to [redacted] as she conversed with Mr*** He was extremely apologetic to her for taking his frustrations out on her She was empathetic to his concerns and issues he had with his vehicle and his negative experience with his warranty company We are doing everything we can for Mr*** Unfortunately, our hands are tied too We are being dictated by this warranty company who is telling us what we can and cannot do We are definitely on Mr [redacted] side when it comes to addressing his concerns The second transmission that was replaced in his vehicle, unfortunately, sounded and felt worse than the first transmission that was replaced The insurance company said he had to drive it for miles before we could do anything else to his vehicle We are staying in touch with Mr [redacted] as the mileage hits miles Hopefully, we will be able to address all of his concerns Sincerely, Nancy Huften Apple Ford of Lynchburg, Inc President