Grapevine Ford Lincoln

December 8, 2017 Good afternoon Ms. [redacted] With regards to Revdex.com Complaint [redacted] From [redacted] regarding the repair issues with his vehicle, we have conducted a thorough review of the repair history to his vehicle. In June 2016, Mr. [redacted] brought his vehicle to Grapevine Ford Lincoln...

for service. Repairs were made to parts we found that had failed and were covered by an aftermarket 3rd party warranty. As part of the repair process, they sent out an inspector to verify the failures and the recommended repairs. Only the parts that had failed were covered by the warranty. It has been 17 months since the original repair. The concern with the engine now is a different concern not related to the original repair. At this time, we have found no incompetence from our technician for the repairs that have been made. As of Wednesday, 12/6/17, Mr. [redacted] has elected to take his vehicle to another Ford store for a second opinion. We have waived the diagnosis and tear down fees of $695 to lessen the financial burden to the customer. Please see attached the details of the issues and subsequent repairs. Respectfully, Grapevine Ford Lincoln Tell us why here...

May 5, 2017 May 5, 2017 With regards to Revdex.com Complaint #12124644 from [redacted] concerning the issues with her 2013 Lincoln MKZ Hybrid and her desire for a replacement vehicle, Grapevine Ford Lincoln has conducted a thorough review of her records to gain full understanding of the condition of...

her vehicle and the situation she currently faces.   Although Ms. [redacted] did not purchase her vehicle from Grapevine Ford Lincoln, she did bring it to our dealership for service a few times. The first time we serviced her vehicle was in January 2016 when the mileage registered approximately 54,000 miles. The next visit was in early March of this year, at which time several issues were addressed. Ms. [redacted] returned about a week later due to a concern with another issue. This time, the case was opened with Lincoln and Lincoln engineers were involved in the repair as the concern is at the manufacturer level, not the dealer level. However, we have worked diligently with them to try to find a resolution for the issues.   Grapevine Ford Lincoln reached out to Lincoln as an advocate for the customer to see if there are any goodwill gestures or programs available per the manufacturer. At this time, it is in the hands of Lincoln Motor Company. However, if Ms. [redacted] would like to trade out of her vehicle, we would be happy to discuss options with her.   Respectfully,   Grapevine Ford Lincoln