Keith White Ford Lincoln

on 4/14/Mr [redacted] brought his car, Lincoln Town Car, in for a repairThe concern - door locks go up and down at times, the dash says door ajar, and when locking with remote the horn goes off After extensive testing on the vehicle, over hours, and several test drives to duplicate the problems (which were random) we found the lighting control module, the drivers door latch and drivers seat module not working correctlyThe lighting control module is discontinued from Ford Motor Company so we found an aftermarket company to build one for usWe swapped the drivers seat module, which is also discontinued, from our shop carWe also installed a new door latch for the drivers doorTo change the modules they do have to be programed to the vehiclePart of this process is to also program the remote entry devicesAt the time of delivery to the customer, all items we worked on were operationalMr [redacted] brought the car back several days later saying we "messed his remote up"During diagnosis for this, my technician found water inside the customers remoteWe delivered Mr [redacted] s car back to his houseLater that afternoon he called me, [redacted] ***, and asked me "what are you people trying to get over on me for"? I explained that there was water inside his remote and that he needs to buy a new oneHe insisted that we did it and said he was contacting his attorney, which at that time I told him I could not discuss the issue any longer and hung the phone up Installation and programing of the three parts we installed was labor hours which is all we charged to the customerAlso the aftermarket part is over $less than the factory Ford partWe did not charge Mr [redacted] for diagnosis, and gave him the drivers seat module at no chargeWe have gone above and beyond to resolve this issue with his car and to please him, at our expense His attorney did contact me and I explained to him the complete situationHis attorney advised me that he will not pursue any action against us nor would he represent Mr [redacted]

on 4/14/Mr [redacted] brought his car, Lincoln Town Car, in for a repairThe concern - door locks go up and down at times, the dash says door ajar, and when locking with remote the horn goes offAfter extensive testing on the vehicle, over hours, and several test drives to duplicate the problems (which were random) we found the lighting control module, the drivers door latch and drivers seat module not working correctlyThe lighting control module is discontinued from Ford Motor Company so we found an aftermarket company to build one for usWe swapped the drivers seat module, which is also discontinued, from our shop carWe also installed a new door latch for the drivers doorTo change the modules they do have to be programed to the vehiclePart of this process is to also program the remote entry devicesAt the time of delivery to the customer, all items we worked on were operationalMr [redacted] brought the car back several days later saying we "messed his remote up"During diagnosis for this, my technician found water inside the customers remoteWe delivered Mr [redacted] s car back to his houseLater that afternoon he called me, [redacted] ***, and asked me "what are you people trying to get over on me for"? I explained that there was water inside his remote and that he needs to buy a new oneHe insisted that we did it and said he was contacting his attorney, which at that time I told him I could not discuss the issue any longer and hung the phone upInstallation and programing of the three parts we installed was labor hours which is all we charged to the customerAlso the aftermarket part is over $less than the factory Ford partWe did not charge Mr [redacted] for diagnosis, and gave him the drivers seat module at no chargeWe have gone above and beyond to resolve this issue with his car and to please him, at our expenseHis attorney did contact me and I explained to him the complete situationHis attorney advised me that he will not pursue any action against us nor would he represent Mr [redacted]

Customer trailered their vehicle in on 04/21/At that time we determined the water pump internal seal had failed leaking water into the engine and also externallyThe engine oil was mixed with waterWe gave Mr*** a quote to replace the engine since there was bearing material found in
the oil filterHe opted for us to replace the water pumpVehicle had miles when brought in to our shopWe replaced the water pump as directed by customerCustomer picked up vehicle on 4/26/and paid the invoice of $On 7/25/customer trailered vehicle to our shop againThis time complaining of vehicle running hot, stalled and will not startWe checked the oil level and found engine bearing material in the oilEngine bearing had failed and engine was making a knocking noiseWe called Mr*** and told him our findingsHe questioned that it ran hotWe checked the DTC's and the last over temp codes for the engine were at miles which was during the first repairAt this time the vehicle had milesWe gave customer a price on an engine, as we did for the first repairI offered the absorb the labor as a good will gestureMrs*** threatened with small claims court at which time our conversation ended

We had a decent buying experience; then came to when we'd signed papers and we became the afterthought
We requested an oil change, tank of gas (was on a quarter of a tank) and a detail (the car was pretty 'lived in') of our used vehicleI took it in the next day, to receive thatThey spent hours "detailing" the car, it was too late to change the oil so I got an IOU, but I did get a tank of gas ($30)
The next day in the daylight I inspected the car, and noticed that whoever had done the detailing had left a LOT to be desiredGum in the carpet, trash in the seat tracks, melted candy on the seatbelts, chocolate finger prints and mud smears on the interior lightingI called my salesperson, and requested they redo the detailing because it was horribleShe agreed, but did point out that "nobody had ever complained about their detail guy before"I got the feeling I was being a huge annoyance for them
The second time around-they changed the oil-super fast at their quick lubeThey also redid the detailing, which got the things they'd missed before but I was brought outside so the detail guy could "show me he got it all"Shouldn't that have been done the first time?
Which leads us to our SECOND problem with this dealershipWe broke our down payment into two paymentsWe agreed on two dates, both of which the financing manager and the salesperson heard and ALSO agreed onThey requested we write a check, and they hold it to those datesWe said okay, but we'd bring in cash on those datesThey said, oh don't worry, we understand, we will not cash those checks until that day if you haven't brought in cashGood deal, right? The first date came, we brought in a large amount of cash, no problemGot handed our check back, easy peasyThe next deadline looms closer, and I had the cash the day before the deadline, so I texted the salesperson to let her know I'd be coming in a day early with cashShe said okay, no problemI show up at the dealership and get told sorry, but we've already deposited your checkA day early, a full hours before the date that was agreed upon by the finance manager, ourselves, and the salesperson
I texted the salesperson and expressed my disappointment, and reiterated that I believed this was HORRIBLE customer service-what kind of dealership completely goes back on their word? I told her the facts-because I had cash, I was going to have to drive hours round trip to the nearest after hours cash deposit ATM so our account wasn't overdraftedI also asked her how she and the dealership planned to make this horrible oversight right, before I jumped the gun and made any reviews on lineI as a business owner would have jumped at that opportunity, but the next morning, I got a message from a completely uninvolved individual from the company, with a picture of a note handwritten that I nor my husband wrote, along with the words "This is the note that was attached to the check and those instructions were followedI'd suggest you quit with the verbal trash talking"So let it be known that this unrelated individual called me a trash talker for being upset with the level of customer service that was being provided to me at that pointGood to know that's how this dealership is represented
A further text from my salesperson stated that they went above and beyond by giving me gas, an oil change, and a detail, and that's not standard or policy for their used vehicles
So, just an FYI before you purchase from these people-get EVERYTHING in writingEVERYTHINGTheir word means NOTHINGAlyou're buying used and expect a clean vehicle with an oil change and a tank of gas, that's not standard or policy, so you're expecting them to go above and beyond

on 4/14/2016 Mr. [redacted] brought his car, 2004 Lincoln Town Car, in for a repair. The concern - door locks go up and down at times, the dash says door ajar, and when locking with remote the horn goes off. After extensive testing on the vehicle, over 6.5 hours, and several test drives to duplicate the...

problems (which were random) we found the lighting control module, the drivers door latch and drivers seat module not working correctly. The lighting control module is discontinued from Ford Motor Company so we found an aftermarket company to build one for us. We swapped the drivers seat module, which is also discontinued, from our shop car. We also installed a new door latch for the drivers door. To change the modules they do have to be programed to the vehicle. Part of this process is to also program the remote entry devices. At the time of delivery to the customer, all items we worked on were operational. Mr. [redacted] brought the car back several days later saying we "messed his remote up". During diagnosis for this, my technician found water inside the customers remote. We delivered Mr. [redacted]s car back to his house. Later that afternoon he called me, [redacted], and asked me "what are you people trying to get over on me for"? I explained that there was water inside his remote and that he needs to buy a new one. He insisted that we did it and said he was contacting his attorney, which at that time I told him I could not discuss the issue any longer and hung the phone up. Installation and programing of the three parts we installed was 2.2 labor hours which is all we charged to the customer. Also the aftermarket part is over $200 less than the factory Ford part. We did not charge Mr. [redacted] for diagnosis, and gave him the drivers seat module at no charge. We have gone above and beyond to resolve this issue with his car and to please him, at our expense. His attorney did contact me and I explained to him the complete situation. His attorney advised me that he will not pursue any action against us nor would he represent Mr. [redacted].

on 4/14/2016 Mr. [redacted] brought his car, 2004 Lincoln Town Car, in for a repair. The concern - door locks go up and down at times, the dash says door ajar, and when locking with remote the horn goes off.
After extensive testing on the vehicle, over 6.5 hours, and several test drives to...

duplicate the problems (which were random) we found the lighting control module, the drivers door latch and drivers seat module not working correctly. The lighting control module is discontinued from Ford Motor Company so we found an aftermarket company to build one for us. We swapped the drivers seat module, which is also discontinued, from our shop car. We also installed a new door latch for the drivers door. To change the modules they do have to be programed to the vehicle. Part of this process is to also program the remote entry devices. At the time of delivery to the customer, all items we worked on were operational. Mr. [redacted] brought the car back several days later saying we "messed his remote up". During diagnosis for this, my technician found water inside the customers remote. We delivered Mr. [redacted]s car back to his house. Later that afternoon he called me, [redacted], and asked me "what are you people trying to get over on me for"? I explained that there was water inside his remote and that he needs to buy a new one. He insisted that we did it and said he was contacting his attorney, which at that time I told him I could not discuss the issue any longer and hung the phone up.
Installation and programing of the three parts we installed was 2.2 labor hours which is all we charged to the customer. Also the aftermarket part is over $200 less than the factory Ford part. We did not charge Mr. [redacted] for diagnosis, and gave him the drivers seat module at no charge. We have gone above and beyond to resolve this issue with his car and to please him, at our expense.
His attorney did contact me and I explained to him the complete situation. His attorney advised me that he will not pursue any action against us nor would he represent Mr. [redacted].

Complaint: [redacted]
I am rejecting this response because: My husband took the vehicle into the shop because he didn't know exactly what was wrong with the SUV. My husband ask for the price of a new engine in the beginning. We where told it was just the water pump that needed to be replaced. Do you think we would have spent 1900.00 on repairs knowing the engine was bad. The service manager never said anything about a discount to us. Just lies!! God bless!! I will let God deal with them. My husband has a voicemail from them calling him stating the price of the engine he inquired about.
Regards,
[redacted]