Fairways Land & Construction

I am in receipt of the customer’s rejection of my response, I didn’t know that could be done? I am very sorry this customer feels the way she does, but as I told her when she was here if she doesn’t agree with my technician’s diagnosis that I think she should get a second opinion and get it fixed by themShe has an extended warranty that is good at any Ford or Lincoln dealer in the US which expires on 1/22/or 60,miles whichever happens first, she does not have to come here

The customer's statement on what happened when she was here is not accurateWe brought her car into the shop and connected our Ford diagnostic tool and it came up with a problem code for the coolant system, and the reason the coolant light was on, it was telling us that the fault code was for the sensor associated with her coolant system(which is covered under her extended warranty) We wanted to order the part and put her in a loaner until we could get the part the next day and install itWe also checked the cooling system for any leaks with a black light, and no coolant was present outside the system, although the customer said she had put some coolant in before she drove it over to us, which is normal, at every service no matter where she goes they should top off the fluids including the coolantThe customer told me " that she had never heard of such a thing, and that we didn't know how to fix her car." Also, when the vehicle came into us this time the cap was not put back on straight which would also let coolant dissipate quickerAs to her comment of every months she needs to add coolant, it should be topped off at every service, and if that is not being done then yes more than usual would be needed to top off the coolant reservoirSince she didn't agree with our technicians diagnosis I suggested that she take it to another service facility for a second opinionI'm very offended that she accused me of not caring and being rude, if anything she was the rude one, raising her voice and caring on because she didn't agree with my technician's diagnosis based on the problem code found in her car, I at no point raised my voice, and did my best to explain the situation, but she didn't want to hear it, so that is when I told her I thought she should take it for a second opinion, and get it fixed elsewhereI also want it to be clear that the recall was done properly and not related to this issue

I am in receipt of the customer’s rejection of my response, I didn’t know that could be done? I am very sorry this customer feels the way she does, but as I told her when she was here if she doesn’t agree with my technician’s diagnosis that I think she should get a second opinion and get it fixed by themShe has an extended warranty that is good at any Ford or Lincoln dealer in the US which expires on 1/22/19 or 60,miles whichever happens first, she does not have to come here

hi this is lisa *** I recieved my refund check from all american ford in hackensack nj thank you

The customer's statement on what happened when she was here is not accurateWe brought her car into the shop and connected our Ford diagnostic tool and it came up with a problem code for the coolant system, and the reason the coolant light was on, it was telling us that the fault code was for the
sensor associated with her coolant system(which is covered under her extended warranty) We wanted to order the part and put her in a loaner until we could get the part the next day and install itWe also checked the cooling system for any leaks with a black light, and no coolant was present outside the system, although the customer said she had put some coolant in before she drove it over to us, which is normal, at every service no matter where she goes they should top off the fluids including the coolantThe customer told me " that she had never heard of such a thing, and that we didn't know how to fix her car." Also, when the vehicle came into us this time the cap was not put back on straight which would also let coolant dissipate quickerAs to her comment of every months she needs to add coolant, it should be topped off at every service, and if that is not being done then yes more than usual would be needed to top off the coolant reservoirSince she didn't agree with our technicians diagnosis I suggested that she take it to another service facility for a second opinionI'm very offended that she accused me of not caring and being rude, if anything she was the rude one, raising her voice and caring on because she didn't agree with my technician's diagnosis based on the problem code found in her car, I at no point raised my voice, and did my best to explain the situation, but she didn't want to hear it, so that is when I told her I thought she should take it for a second opinion, and get it fixed elsewhereI also want it to be clear that the recall was done properly and not related to this issue

Complaint: ***
I am rejecting this response because: This man is not correct!!!!! This man just would not listen to me Yes I did get loud because I felt like I was talking to a child who could not comprehend what I was saying He said when I brought the car in months ago the fluid was fine Yes it was BECAUSE I had to add fluid after the warning light came on and the fluid was below the minimum!!!!! He said they checked it this time when I brought it in and it was fine AGAIN I had nothing better to do than sit there for over an hour ??? I had a video this time of the warning light and the fluid WELL below the minimum AGAIN He told me it was dissipation I filed a claim with the Ford Motor Company and was told additional information to help them with the issue would be sent over Is THIS where a sensor was mentioned because it was NEVER mentioned to me The service guy said they wanted to keep the car over night to check it and I would be given a loaner I was at the window waiting for a loaner when this man approached me with my keys and said he fixed my trunk issue, something I had looked at and he gave me my keys and said nothing was wrong with the engine fluid To me that was a "we're done good-bye" Ford Motor Company told me to call the dealer and make an appointment to bring it back in I waited a few days and called Jeantte and she told me she would look into the claim That was last week I have heard nothing since May I also add I DID get a second opinion from another Ford dealer I spoke with the head of service who said my issue is NOT dissipation You don't lose that much fluid I have had cars for over years I have NEVER had a car that every year I had to add fluid because of dissipation Unfortunately because I bought my car at this dealer I have to deal with them but their customer service is seriously lacking!!!!!
Regards,
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