Lawrenceville Ford Lincoln

Complaint: [redacted] I am rejecting this response because: I brought my truck to Ford times within one month and paid close to $1,in repairs, only to be told that more work needed to be performed I do not appreciate that [redacted] disrespects [redacted] in that he attempts to make her out to be manipulative and vengeful, which is not the case Although she wasn't physically with me each time while at Ford, I did call and convey to her while at the dealership the information told and given to me in order to make an informed decision as she is more familiar with cars than I In a good faith effort, [redacted] visited and spoke to [redacted] to show the various receipts from Ford along with the service station that fixed my truck He was dismissive toward her and indicated that the service department did nothing wrong When she pointed out that four times in the shop was excessive, he got up and walked away Also, the statement that I had a new engine put into the vehicle by someone other than Ford is incorrect and confirms my belief that the service department at Lawrenceville Ford does not recognize the difference between a new engine and the original stock engine For this reason, I filed this complaint as I don't deny that service was performed on my truck, but question the necessity of the repairs done once I took my truck to another mechanic and they found hoses disconnected and serviced my car in its entirety with one visit I have spoken to my mechanic and he would be happy to provide a statement to back up this claim This type of service or lack thereof is reprehensible I have never experienced and spoke with anyone who took their vehicle for servicing more than twice to rectify a problem The arrogance shown toward me and this complaint just confirms poor customer service all around Regards, [redacted]

I stand behind my first responseWe communicated all information with Mr [redacted] Ms [redacted] is twisting the story of what was discussed with me and is the person who opened this case...not point of contact while the vehicle was in our shopMs [redacted] came in the showroom asked for me then simple said I want a full refund or I am going to small claims courtI explained what was discussed with Mr [redacted] and there would be no refund, we followed the proper pinpoint procedures as per Ford Motor Company The vehicle had also recently had a new engine installed in the vehicle elsewhere recently adding to disturbing of parts interchanged That being said, if this has put Mr [redacted] in financial harm, I would be happy to reimburse $as a good will gesture

Complaint: ***
I am rejecting this response because: Ford did not correct the problem(s) and each time they worked on the vehicle, they thought they may have resolved the problem and continued to charge us and leave us without a vehicle for days at a time. What type of service mechanic would perform work that requires someone to take their vehicle times within a month time frame for the same issue and not know through many diagnostic tests what the problem was? One visit to a reputable mechanic for the same amount of money finally fixed the vehicle at the same expense Ford was paid. To add insult to injury, they stand by the fact that were wrong with handling the vehicle. Did they not fix it correctly because it is an older model? That has nothing to do with the service performed and the rude "in your face" customer service we received from the service department manager. We still want our money back and for Ford to take their parts that the mechanic had to remove back. Obviously, they have no intention of apologizing
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because:  I brought my truck to Ford 4 times within one month and paid close to $1,500.00 in repairs, only to be told that more work needed to be performed.  I do not appreciate that [redacted] disrespects [redacted] in that he attempts to make her out to be manipulative and vengeful, which is not the case.  Although she wasn't physically with me each time while at Ford, I did call and convey to her while at the dealership the information told and given to me in order to make an informed decision as she is more familiar with cars than I.  In a good faith effort, [redacted] visited and spoke to [redacted] to show the various receipts from Ford along with the service station that fixed my truck.  He was dismissive toward her and indicated that the service department did nothing wrong.  When she pointed out that four times in the shop was excessive, he got up and walked away.  Also, the statement that I had a new engine put into the vehicle by someone other than Ford is incorrect and confirms my belief that the service department at Lawrenceville Ford does not recognize the difference between a new engine and the original stock engine.  For this reason, I filed this complaint as I don't deny that service was performed on my truck, but question the necessity of the repairs done once I took my truck to another mechanic and they found hoses disconnected and serviced my car in its entirety with one visit.  I have spoken to my mechanic and he would be happy to provide a statement to back up this claim.  This type of service or lack thereof is reprehensible.  I have never experienced and spoke with anyone who took their vehicle for servicing more than twice to rectify a problem.  The arrogance shown toward me and this complaint just confirms poor customer service all around.
Regards,
[redacted]

I stand behind my first response. We communicated all information with Mr. [redacted]. Ms. [redacted] is twisting the story of what was discussed with me and is the person who opened this case...not point of contact while the vehicle was in our shop. Ms. [redacted] came in the showroom asked for me then simple said I want a full refund or I am going to small claims court. I explained what was discussed with Mr. [redacted] and there would be no refund, we followed the proper pinpoint procedures as per Ford Motor Company.  The vehicle had also recently had a new engine installed in the vehicle elsewhere recently adding to disturbing of parts interchanged.   That being said, if this has put Mr. [redacted] in financial harm, I would be happy to reimburse $500.00 as a good will gesture.

The vehicle had multiple concerns. It is a 2002 F150 with over 110,000 miles. The vehicle was brought in with a check engine light on, 12/02/14. We checked and the vehicle had multiple codes in the system and looked like another mechanic had been in the system so we recommended clearing...

the codes and driving the vehicle so we could start fresh. Vehicle returned 12/05/14, we checked again and had a hard fault for the EVAP vent valve. We replaced the valve and recommended customer drive vehicle more because it still has not completed a drive cycle and the other codes may return. Vehicle came back on 12/19/14 and after completing the drive cycle, some of the other codes returned. We found the intake gaskets were leaking vacuum and replaced. Vehicle returned on 12/26/14 and it had a memory code for a vacuum leak. After smoke testing the vehicle, we found a small amount of smoke coming out of the IMRC port and recommended replacing the intake manifold to correct (that's were the IMRC port is}. Customer declined repairs.  In the customers complaint they mention the repair shop they took it to "repaired the intake" which corrected the concern. Ford does not recommend repairing intakes, they recommend replacing as we did recommend.

Review: On December 1, 2014, took my Ford F-150 truck for service after failing inspection. After diagnostics were performed, I was charged $190.98 and all they did was turn off the check engine light, which took one day to repair. The check engine light came back on December 2, 2014 and so I took the truck back on December 3, 2014. At that time I was told that the issue was evap. vent valve was bad and so paid $295.73 to repair, which took three days. The check engine light came back on December 6, 2014, so I took the truck back on December 8, 2014 and was told that the problem was the intake gaskets, which two days to repair and cost $950.79. Due to the holidays and these unforeseen expenses, I was unable to pick-up my truck until December 19, 2014. December 20, 2014, my check engine light came on and so I contacted Ford who told me it would take at least a half day or more to run diagnostics. Something I paid for on December 1, 2014. I returned to Ford on December 23, 2014 and left the truck for three days for diagnostics to be performed. I was then told that the problem was smoke coming from IMRC gaskets. I refused further service from them and barely made the 5 mile trip to the garage up the street from my house who told me they found the main vacuum hose to intake was disconnected and that they had to replace the gaskets and repair the manifold, which finally resolved the problem. The mechanic gave me the defective parts from Ford and told me to get my money back as I had to pay them $1,457.61 to repair. This is after paying Ford about that much.Desired Settlement: I wish Ford to accept their parts back, refund my money and have the service manager, [redacted] apologize for his lack of empathy, his claim his service department did nothing wrong and for recommending we file complaints with you, NJ Consumer Affairs and file a small claims action when I told him I would do so.

Business

Response:

The vehicle had multiple concerns. It is a 2002 F150 with over 110,000 miles. The vehicle was brought in with a check engine light on, 12/02/14. We checked and the vehicle had multiple codes in the system and looked like another mechanic had been in the system so we recommended clearing the codes and driving the vehicle so we could start fresh. Vehicle returned 12/05/14, we checked again and had a hard fault for the EVAP vent valve. We replaced the valve and recommended customer drive vehicle more because it still has not completed a drive cycle and the other codes may return. Vehicle came back on 12/19/14 and after completing the drive cycle, some of the other codes returned. We found the intake gaskets were leaking vacuum and replaced. Vehicle returned on 12/26/14 and it had a memory code for a vacuum leak. After smoke testing the vehicle, we found a small amount of smoke coming out of the IMRC port and recommended replacing the intake manifold to correct (that's were the IMRC port is}. Customer declined repairs. In the customers complaint they mention the repair shop they took it to "repaired the intake" which corrected the concern. Ford does not recommend repairing intakes, they recommend replacing as we did recommend.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Ford did not correct the problem(s) and each time they worked on the vehicle, they thought they may have resolved the problem and continued to charge us and leave us without a vehicle for days at a time. What type of service mechanic would perform work that requires someone to take their vehicle 4 times within a month time frame for the same issue and not know through many diagnostic tests what the problem was? One visit to a reputable mechanic for the same amount of money finally fixed the vehicle at the same expense Ford was paid. To add insult to injury, they stand by the fact that were wrong with handling the vehicle. Did they not fix it correctly because it is an older model? That has nothing to do with the service performed and the rude "in your face" customer service we received from the service department manager. We still want our money back and for Ford to take their parts that the mechanic had to remove back. Obviously, they have no intention of apologizing.

Regards,

Business

Response:

I stand behind my first response. We communicated all information with Mr. [redacted]. Ms. [redacted] is twisting the story of what was discussed with me and is the person who opened this case...not point of contact while the vehicle was in our shop. Ms. [redacted] came in the showroom asked for me then simple said I want a full refund or I am going to small claims court. I explained what was discussed with Mr. [redacted] and there would be no refund, we followed the proper pinpoint procedures as per Ford Motor Company. The vehicle had also recently had a new engine installed in the vehicle elsewhere recently adding to disturbing of parts interchanged. That being said, if this has put Mr. [redacted] in financial harm, I would be happy to reimburse $500.00 as a good will gesture.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I brought my truck to Ford 4 times within one month and paid close to $1,500.00 in repairs, only to be told that more work needed to be performed. I do not appreciate that [redacted] disrespects [redacted] in that he attempts to make her out to be manipulative and vengeful, which is not the case. Although she wasn't physically with me each time while at Ford, I did call and convey to her while at the dealership the information told and given to me in order to make an informed decision as she is more familiar with cars than I. In a good faith effort, [redacted] visited and spoke to [redacted] to show the various receipts from Ford along with the service station that fixed my truck. He was dismissive toward her and indicated that the service department did nothing wrong. When she pointed out that four times in the shop was excessive, he got up and walked away. Also, the statement that I had a new engine put into the vehicle by someone other than Ford is incorrect and confirms my belief that the service department at Lawrenceville Ford does not recognize the difference between a new engine and the original stock engine. For this reason, I filed this complaint as I don't deny that service was performed on my truck, but question the necessity of the repairs done once I took my truck to another mechanic and they found hoses disconnected and serviced my car in its entirety with one visit. I have spoken to my mechanic and he would be happy to provide a statement to back up this claim. This type of service or lack thereof is reprehensible. I have never experienced and spoke with anyone who took their vehicle for servicing more than twice to rectify a problem. The arrogance shown toward me and this complaint just confirms poor customer service all around.

Regards,

Review: On 6/28/2013 I purchased a FLEX from Lawrenceville Ford from [redacted].

I got an envelope with my documentation. When I got home I noticed that I did not have my invoice receipt and possibly copies of other documentation that I signed. I don't know what happened to them but they were never given to me.

I got the following:

Loan receipt from [redacted] Spot Deliver/Payoff Release/Transfer of Title

Warranty statement

Odometer Disclosure for the [redacted] (demo with 5,925 miles)

Odometer Disclosure for my trade in

On 6/29/2013 I went back down to the dealer to give them the title for my trade in, I told [redacted] I did not get copies of my other documentation. He said he would take care of it.

Also the night I bought it and drove home it was raining, the wiper blades were chartering, I told them you sold me a car as new with used wiper blades. They went to service and were told that the blades were not covered under warranty. This is false.

Then a day later he called me to see if they put a NJ inspection sticker on my FLEX, they did not. I reminded him to get me the copies of my paper work and I told him I read the warranty and that the wiper blades are covered for 6 months. He said he will take care of everything when I go to pick up my registration.

On 7/17/2013 I get a call from Lawrenceville Ford that my registration is in, I asked the guy who called me to ask [redacted] if he has my paper work and wiper blades. I was told everything would be there when I came in to get the sticker and registration.

On 7/18/2013 I went to get my registration an sticker, [redacted] was not there, nor was my paperwork or wiper blades. The sales guy said parts is closed and my paper work is locked up. He called [redacted] on his Phone, he said [redacted] would talk to me and I said just mail everything to me.

I escalated to Ford online customer care, my CSM called [redacted] on 8/16 and called him again on 8/16 with no reply.

As of 9/5/2013 I have not revived anything Lawrenceville ForDDesired Settlement: I want these items mailed to my home address:

I want the customer copy of my invoice and copies of all the other paperwork I signed and did not initially receive.

I want new front and rear wiper blades, as per Ford's document warranty, my Flex was used as a demo and the wiper blades were worn:

* Ford will replace or adjust certain maintenance items when necessary,

free of charge during a limited period:

• Wiper blade replacements will be provided during the first six months

in service, regardless of miles driven.

Business

Response:

On September the 11th in the morning [redacted] and I spoke about his concerns and how we can fix these issues.

We decided that this coming Friday worked best for assisting in overcoming these problems.

We are picking up [redacted] Flex in the a.m. and leaving a vehicle for his use at his home.

His vehicle will return to our dealership and we will replace both front and back wipers, clean his vehicle including his engine compartment, and complete a first service free of charge.

Additionally, we have completed copies of his paperwork and we will deliver them to [redacted] upon the completion of his service work.

[redacted] will have his vehicle returned to him that evening with all of his information.

[redacted] and I discussed his issues and we will resolve his concerns and will do our best not to repeat this issue.

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] and find that this resolution is satisfactory to me.

Regards,

Review: On Friday the 12 I checked my Ford Explorer into the service department because the gentlemen at the parts department could not find the part that I was looking for. Around 11:00 AM I went into the service department and asked if my car could be checked in. [redacted] the gentlemen at the desk said that they were full for the day. I asked for the next available Ford dealer around and he said he wasn't from the area. Another gentlemen from the back office reprimanded him and said to check it anyway. The service engine light has been on for sometime because of another issue and I said that you do not need to do a diagnostic, and I pointed out the parts that needed to be replaced. [redacted] said if we have to do a diagnostic it's $145. I said you do not need to do one. He left me a message on Monday saying that the car was done and I have until 8:00PM to pick it up. When we arrived they provided a receipt that we were unable to read. I asked the cashier if he could provide another copy and told us we would have to come back tomorrow. We did not pick up the car because no one could explain what work was done on the car. My wife went back the next day to pick it up and get some clarification. [redacted] became very argumentative in saying that I agreed to a diagnostic. My wife asked that I call and speak to him. He was very rude on the phone and just kept saying "you agreed". He couldn't even take the time to explain the invoice. After we hung up he became very rude to my wife and she drove of very upset.Desired Settlement: I would like the price of diagnostic to be refunded.

Business

Response:

[redacted] did authorize the diagnostics at time of drop off. I was the gentleman in the back office that told [redacted] to help the gentleman out, even thou he did not have an appointment and we were very busy. [redacted] explained that there will be a diagnostic to verify what repairs are needed. We need to gaurantee our work and cannot take the advice of the customer...more often than not they want us to replace something that is not needed. The customer is responsible for the cost. I can be reached at any time to discuss if needed.

Service Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Where did I sign something acepting this. I wasn't given a quote. I asked that the diagnostic not be done

Regards,

Business

Response:

The authoration was verbal both at time of write up and again when we called for repairs you authorized. We do not do partial repairs or partial diagnoses, therefore if you authorized the repair it does include the diagnoses.

Service Manager

Revdex.com please update your records to [redacted]