Ford Groves

Initial Business Response /* (1000, 5, 2015/11/17) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@fordgroves.com
We have looked into the concern and determined the delays were not a result of the dealershipFord Groves is doing everything within its
control to provide a quality job in a timely mannerA discount is not warrantedPlease let me know if I can provide any additional information

Initial Business Response /* (1000, 5, 2015/11/30) */
Contact Name and Title: *** *** GM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@fordgroves.com
We are aware of the situation with Mr***We've done everything we can at the dealership level to try to obtain the part which is on
national backorderThe company that makes the part for Ford cannot give us an etaWe will be happy to refund Mr*** the purchase price and cancel the orderWe are sorry for any inconvenience this has caused

Tell us why here... I fully reviewed the process by which we repaired your vehicle and concluded the following. -No shop could have diagnosed and repaired your vehicle more efficiently than we did.  We have documentation to justify all repairs performed. -Had we completed the repair...

at normal rates the bill would have been $675 plus another $325 for the injector that we were able to get covered under your extended service contract.  We made a good will gesture and lowered your bill from $675 down to $390.  We also convinced the extended service contract company to cover a portion of the repair because there was an extremely outside chance it could have been caused by something other than the mice.  They covered it because we asked them to and told us they would normally not cover this repair because the overwhelming evidence was that it was caused by the mice and not a defective part.  Instead of paying $325 for that portion of the repair, you paid a $100 deductible. -On top of that, Lincoln provided a two year oil change program for you at no charge. -You verbally approved all estimates and repairs we performed to your vehicle. -Bottom line is your vehicle required a repair that should have cost $1,000 but you paid $490 plus received two years of oil changes.  I feel our company went above and beyond to try to make you a happy customer.  I cannot in fairness authorize any additional adjustment.  I hope this explanation provides a clearer picture as to everything we’ve done.  If the person you spoke to about a second opinion would like to call us, we’d be happy to walk them through every step we took. I’m sorry we have not met your expectations but I assure you we have been more than fair and would welcome the opportunity to service your vehicle in the future.  Please feel free to contact me if I can provide any additional information. Sincerely,[redacted]Ford Groves