George Wall Lincoln Mercury

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , I do not recall a final offer of $at the time I was there, however, I would accept that offer and would like to schedule a service visit for the sensor to be fixed Regards, [redacted]

This is the 1st time servicing this vehicle (***)Vehicle came in to have recalls performedThe 1st was the inspection and replacement of the electronic coolant pump motorThe vehicle was raised on a lift to replace the pump which is located at the center front of the
vehicle engine compartment area by the radiatorThe 2nd recall was to reprogram the computer for the electronic power steeringThis is done by accessing the computer thru the data port located inside the vehicle under the instrument panel areaNo other work was requested or performedNo abs light was on when the vehicle left our shop, as we would have noted that and advised customer of same before pulling the vehicle outCustomer stated abs came on after minutes so we immediately pulled the vehicle in to diagnoseThe abs ring on the right front axle is crackedEstimate to replace the ring is including taxWe offered to assist and split the bill, and a final offer of $75.00 plus tax was also rejectedNo work was done, or billedWe will gladly honor the $offer that was made for replacement of the exciter ring

With regard to *** *** service issues I would offer the following response:We categorically deny her allegation that we switched tires and wheels on her Lincoln MKS I can assure you that she left with the same tires and wheels that she came in with.We never promised that we
would "fix" her front brakes *** *** said her brakes were grinding and upon inspection it was determined that the problem was with her rear brakes Her front brakes were inspected and were determined to be ok at that time but with brake linings that were deemed to be adequate but getting close to needing replacement (in the yellow on our multi point inspection checklist which she received a copy of) She was called and told the price for the rear brake work which she authorized prior to our completing the work The work included replacement of her rear brake pads and brake rotors in addition to replacement of one of her rear brake calipers Also FYI, the multi point inspection checklist showed the rear brake condition as "in the green" as we print out the form to be given to the customer when they pick up their vehicle which was after the rear brake work was completed The coupon that she references no longer applies because the work done was well beyond the coupon's content, although she was given a discount on the work that we performed (and that she authorized) as we discount all maintenance and light repair work from our regular parts and labor rates.The final claim asking for reimbursement for a $bill for front brake work from "*** ***" is also denied as it is assumed that they replaced the front brake pads which we felt did not need to be replaced at the time her car was in our shop Either they had more wear at the point that she brought them to *** ***, or they were replaced earlier than they needed to be.In closing, I would have thought that *** *** might have contacted us directly related to all of this Her complaint is a serious one (especially the accusation about switching her wheels and tires) which we don't take lightly We are a reputable Ford Lincoln dealership and would not risk our reputation over a set of wheels and tires.*** ***

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], I do not recall a final offer of $75.00 at the time I was there, however, I would accept that offer and would like to schedule a service visit for the sensor to be fixed.
Regards,
[redacted]

Review: I purchased a certified pre-owned vehicle on 4/12/14 from George Wall Ford. The car had several spots where there were scratches on it, with the front and back bumper being the worst. I was assured prior to purchasing the car that the scratches would all be repaired to my satisfaction, and if not they will repaint those areas. Nobody would return my calls or emails until I sent a complaint to Ford. The manager called me and tried to tell me everything he did for me and said he wasn't the problem. He also refused to do my repair. I sent another complaint to Ford. I also pulled up on Ford's website how they do the certification for pre-owned. There is a part that says there should be no exterior damage and is "like new." A manager called me and said he would repaint both areas and give me a loaner car, and would call me that night. A week went by and I didn't hear from him. Finally I called him twice during a 2 week period and he didn't answer and would not call me back. Here I am almost 4 months later driving a car with glops of paint on both bumpers. My clock won't keep time and now I have 2 recalls on my car as well. I feel as though I purchased a lemon.Desired Settlement: I want both the front and back bumper areas repainted, the clock repaired, and the recalled items fixed as well. I was told that the paint jobs would cost $50 per bumper for them to repair. I don't understand why we need to fight over such a small issue. I was told they are playing hardball because they took a loss on my trade in (which is not my problem).

Business

Response:

Apparently we are having a communication problem. This issue was brought to my attention around 2 months ago and the painting of the bumpers was authorized. I was told that our manager, [redacted] had spoken to you and asked you to drop the vehicle off at your convenience at which time we would give you a loaner car and get the paint work done. He was under the impression that the ball was in your court and he would be hearing from you, not that he was to call you later that day. It is possible that there was a mis-communication. The bottom line is we have no problem painting your bumpers, taking a look at the clock problem and handling any recalls. Let's get [redacted] out of the mix...please contact my general sales manager, [redacted], on his cell phone at [redacted] and he will coordinate everything. Sorry for the misunderstanding, we want you to be happy with and proud of the vehicle you purchased from us.Sincerely, [redacted]

Review: I sent my rv in for warranty issue when I picked it up I noticed my windshield was cracked.I informed the service manager he in a rude and disrespectful manner told me it was not his problem.he blamed the tow truck driver.I did a full inspection of the rv after it was towed to George walls and there was no windshield damaged.Desired Settlement: That I be paid in full for a new windshield

Business

Response:

VEHICLE CAME INTO OUR SHOP FOR POSSIBLE MISALIGNMENT OF BODY ON THE CHASSIS. VEHICLE WAS TOWED HERE FOR THIS CONCERN. MEASURMENTS WERE TAKEN AND AS IT APPEARS THIS MAY BE A BODY MANUFACTURER CONCERN ALL WE DID WAS TAKE MEASURMENTS WHILE ON OUR PROPRETY. VEHICLE NEVER LEFT OUR PROPRETY. WHEN CUST CAME TO PICK THE MOTOR HOME UP HE SHOWED US A CRACK IN THE WINDSHIELD. THE CRACK IS CLEARLY A STONE IMPACT CHIP RESULTING IN THE CRACK. AS THE VEHICLE WAS NEVER OFF OF OUR LOT IT IS IMPOSSIBLE THAT WE HAD A STONE IMPACT. I ADVISED THE CUSTOMER TO CONTACT HIS INSURANCE COMPANY FOR COMPREHENSIVE COVERAGE. HE REFUSED THAT IDEA STATING WE DID IT. HE NEEDS TO CONTACT HIS INSURANCE COMPANY.ANY QUESTIONS PLEASE CALL ME, [redacted], PARTS & SERVICE DIRECTOR @ [redacted]. [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Where my rv was parked there where stones and traffic going in this area I believe a stoned kicked up from one of the cars driving through

Regards,

Business

Response:

AGAIN, THIS WOULD START WITH HIS INSURANCE COMPANY. IF THEY FELT WE WERE RESPONSIBLE THEY WOULD SUBROGATE THE CLAIM AGAINST OUR CARRIER

Consumer

Response:

Review: [redacted]

I am rejecting this response because:the rv was not damaged when it was dropped off.I inspected the rv and found no damage.it was I pick the rv I noticed the cram windshield.

Regards,

Review: I brought my car in to the dealership for a recall notice. They fixed that issue and then I drove away and 15 min later, my ABS sensor light came on- this sensor light had never been on prior to bringing the car to them. I immediately brought the car back and they looked at it and verified the ABS sensor was broken. According to them its a coincidence!! they handed me a $254 bill and when I balked, they offered to "help me out" and split the difference. I feel so ripped off-- its a hard pill to swallow to believe this is a coincidence. The service manager is smug and wont even fathom that they could have caused this. How ridiculous that you service workers work on your car and something new is broken and they didn't cause it?? I want them to own the responsibility and fix the broken sensorDesired Settlement: I want them to fix the part they broke. The ABS sensor needs to be replaced. This was caused by their negligence.

Business

Response:

This is the 1st time servicing this vehicle ([redacted]). Vehicle came in to have 2 recalls performed. The 1st was the inspection and replacement of the electronic coolant pump motor. The vehicle was raised on a lift to replace the pump which is located at the center front of the vehicle engine compartment area by the radiator. The 2nd recall was to reprogram the computer for the electronic power steering. This is done by accessing the computer thru the data port located inside the vehicle under the instrument panel area. No other work was requested or performed. No abs light was on when the vehicle left our shop, as we would have noted that and advised customer of same before pulling the vehicle out. Customer stated abs came on after 15 minutes so we immediately pulled the vehicle in to diagnose. The abs ring on the right front axle is cracked. Estimate to replace the ring is 254.85 including tax. We offered to assist and split the bill, and a final offer of $75.00 plus tax was also rejected. No work was done, or billed. We will gladly honor the $75.00 offer that was made for replacement of the exciter ring.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], I do not recall a final offer of $75.00 at the time I was there, however, I would accept that offer and would like to schedule a service visit for the sensor to be fixed.

Regards,

Review: George Wall, took my 2010 Lincoln and basically switched my almost brand new tires Michelin 245 50 20T and new wheels with an older, substandard dry-rotted tires Michigan Primacy 245 45 20 99V and wheels. Went in to have my brakes repaired on 5/6/2014 they did the work on 5/7/2014 at George Wall. I returned on 5/8/2014 to find that my tires and wheels were switched with substandard/old tires and wheels. Also, front brakes were not fixed, with a free coupon as they promised. And they also mentioned a coupon for the rear brakes in order to repair the rear brakes. However, when I received the bill, a coupon was not used to lower the price of the repairs on the rear brakes and also according to their own multi-point inspection, the rear brakes did not require replace/repair. And since they did not fix/replace my front brakes with a coupon as promised, I was forced to spend another $120.00 on front brakes from [redacted]. I paid $661.00 for work that was not done or substandard.Desired Settlement: I want from George Wall. a) $120.00 for the amount paid to [redacted], b) An $80.00 price reduction on the work done on the rear brakes, because they promised a coupon, and c) $5,320.00 Tires $365x4 = $1,460.00 plus Wheels $715.00 x 4 = $2,860.00. total $4,520.00.

Business

Response:

With regard to [redacted] service issues I would offer the following response:We categorically deny her allegation that we switched tires and wheels on her 2010 Lincoln MKS. I can assure you that she left with the same tires and wheels that she came in with.We never promised that we would "fix" her front brakes. [redacted] said her brakes were grinding and upon inspection it was determined that the problem was with her rear brakes. Her front brakes were inspected and were determined to be ok at that time but with brake linings that were deemed to be adequate but getting close to needing replacement (in the yellow on our multi point inspection checklist which she received a copy of). She was called and told the price for the rear brake work which she authorized prior to our completing the work. The work included replacement of her rear brake pads and brake rotors in addition to replacement of one of her rear brake calipers. Also FYI, the multi point inspection checklist showed the rear brake condition as "in the green" as we print out the form to be given to the customer when they pick up their vehicle which was after the rear brake work was completed. The coupon that she references no longer applies because the work done was well beyond the coupon's content, although she was given a discount on the work that we performed (and that she authorized) as we discount all maintenance and light repair work from our regular parts and labor rates.The final claim asking for reimbursement for a $120 bill for front brake work from "[redacted]" is also denied as it is assumed that they replaced the front brake pads which we felt did not need to be replaced at the time her car was in our shop. Either they had more wear at the point that she brought them to [redacted], or they were replaced earlier than they needed to be.In closing, I would have thought that [redacted] might have contacted us directly related to all of this. Her complaint is a serious one (especially the accusation about switching her wheels and tires) which we don't take lightly. We are a reputable Ford Lincoln dealership and would not risk our reputation over a set of wheels and tires.[redacted]