Manhattan Ford Lincoln, Inc

Review: The following letter was sent to the Manhattan Automobile Company by registered mail #[redacted] and received and signed for by the business on 2/**/13. All original documents are on file including invoices etc. All intial e-mails (on file remaint unanswered. No reply to the letter was received up to date. [redacted], February *, 2013 Dear Madam/Sir, On occasion of a regular service of our Land Rover 110 Defender in August 2012 we had pointed out that the AC is not cooling properly and water is dripping into the passage compartment. When we picked the car up we were informed that the AC problem was analyzed and the Expansion Valve needs to be replaced. This part had to be ordered from abroad. I at that time I expressed my concern that, in my opinion, the Condenser is not functioning properly but went along with the opinion of service adviser who had professionally analyzed the problem. I also stressed that the repair would have to be done quickly since the car will be shipped out of the US in a couple of weeks. Finally, after more than three weeks, we were informed that the Valve had arrived and the repair was carried out on September *, 2012. See attached invoice #[redacted] in the amount of $1,203.56, marked “checked working properly”. From the shop we drove directly towards Washington DC but the AC was by no means working properly. The original problem persisted. In addition to this, there was now a rattling noise. After a couple of miles we returned to the shop and the Service Advisor confirmed the persistence of the problem and acknowledged that there was also a rattling noise. I requested that the old Valve be returned to me to ascertain that it was indeed faulty, but it could not be located. We were assured that the company stands behind their work and an appointment was made for the following week to finally fix the problem. Because of the pending shipment of the car, we were slowly running out of time. On September **, 2012 the car was in the shop again but nothing was achieved and the source of the problem was even now not conclusively determined. Attached invoice #[redacted] states “Needs further diag” . The Advisor [redacted] added “Will call [redacted] on Monday”. Neither[redacted] nor [redacted] who both had handled this issue contacted us. On September**, 2012 I contacted them again by e-mail (see attached) but did not receive any reply. Until October **, 2012 I followed up by e-mail another seven times but did not receive a reply to any of these massages (details on record). Finally the car had to be exported. Since we still trust that you indeed stand behind your work, in spite of the fact that both service Advisors did not reply to our e-mail and apparently were unwilling to address the problem or decided to plainly ignore the issue, we expect to obtain full refund for the charges for work performed without resolving the problem and parts which evidently were not related to the problem. Please send your check in the amount of $1,203.36 to the above address. Thank you [redacted]Desired Settlement: Full refund for all work and parts ($1,203.36). Neither the work performed nor the part changed did anything to solve the problem. Unnecessary work and parts were billed as a result of wrong problem analysis.

Consumer

Response:

At this time, I have not been contacted by Manhattan Ford Lincoln, Inc regarding complaint ID [redacted].

Sincerely,

Review: I went to the dealership to get an auto inspection. All I wanted was to get an inspection. Inspections cost $37.00. I dropped the car off and was told that I would need to spend $2,600 to pass inspection! [redacted] the repair agent also told me that what was needed to be done could not be done anywhere else except for a dealership because they have special equipment and set up, etc. He told me that by law they were not allowed to release a car that would not pass inspection. They kept my car for 10 days! During that period, I had to use [redacted] to get around! Finally, I told them that I am unemployed and can't afford to pay this much. He went back and forth saying we can skip this repair and that repair and bring the cost down. His lowest he could go down to was still over $1,000. He asked me to name my number- how much I could afford. I told him $300. He said no to that figure and said I could come pick up my car but they would have to take my inspection sticker off. When I picked up the car, he warned me that NO OTHER gas station or repair could fix what needed fixing to pass inspection. I drove to a local gas station that does inspections and my car passed! I paid $37.00 and had my car back with new sticker within 15 minutes!!!Desired Settlement: I would also like money back for the [redacted] rentals I incurred while the Ford dealership was trying to rip me off!

Consumer

Response:

At this time, I have not been contacted by Manhattan Ford Lincoln, Inc regarding complaint ID [redacted].

Sincerely,

Business

Response:

To whom it may concern:

[redacted] took her vehicle in for service twice in the month of September, 2013. The first time in was on September[redacted]-on repair order [redacted], for cutting and programming a new key. During the visit our service department performed an "around the wheel" multipoint inspection, which is a .

Complimentary visual inspection of the vehicle. The inspection is performed by every Ford dealership in the country, every time a vehicle is brought in for service. The inspection is designed to inform the customer of any problems or concerns with their vehicle.

On her first visit, from the "multipoint" inspection we recommended several items to [redacted]; A New York State Inspection, high voltage battery filter, inner tie rods, alignment, two license plate bulbs, fuel emission flush and a transmission flush due to wear and tear.

[redacted] was informed of these recommendations. [redacted] declined the recommendations with the knowledge that the State of New York will not allow her vehicle to pass the stale inspection for two reasons:

I . The inner tie rods have excessive play (a safety issue)

2. The license plate bulbs were not illuminating.

These two items and these two items alone are required to be in specification to pass the New York State Inspection-and [redacted] was made aware of this fact.

[redacted] returned to Manhattan Automotive Group on ** September 2013 for a variety of concerns; the check engine light was on, The New York State Inspection to be performed, and to have the items that were recommended from the previous visit taken care of.

The check engine light was diagnosed as an issue with "the high voltage battery actuator." The customer declined this repair which our certified hybrid technician vehemently recommended. For the second time [redacted] declined to replace the inner tie rods on her vehicle, which fails New York State Inspection. The State of New York's definition for failing the tie rods states "All steering linkages - check for tightness or binding, excessive wear and/or looseness in parts, including idler arm, center control arm, tie­ rod ends, drag link ends, steering and pitman arms, gear box, cross shafts, bushings, wheel bearings, steering column or steering wheel shaft mounting. , ." The state laments that "any looseness" and leaves this is up to the interpretation of the technician working on the vehicle.

To be clear, every time [redacted] came in, she would tell me I need to contact her husband for authorization. She indicated that they were going through a divorce, however, because they share the vehicle and he pays for repairs he should be contacted as per their internal arrangement. During the time the vehicle was here I left messages for her husband on the following dates and times:

1. ** September 2013 @ 3:00pm

2. ** September 2013 @ 4:18pm

3. ** September 2013 @ 1:59pm

I received only one call back asking if I can "help out'' with the pricing for the needed repairs. It finally came to the point, after several attempts to communicate with her husband that [redacted] called and stated that her husband was not going to help with the repairs and she was going to have to pay for them herself. Showing compassion for her situation, I tried help out with pricing for the inner tie rods to the best of my ability. At the end of the day, my job is to take care of our customers and to make sure my clients and their vehicles are happy, safe and fixed correctly. Due to this being a safety concern I DID my best, but we could not come to terms on an agreeable discounted price to replace her worn tie rods.

I was clear with everyone involved that tie rods were needed to be replaced in order to pass the New York State inspection, I also clearly worked with her to the best of my ability to discount the pricing.

[redacted] came in to pick up her vehicle and paid for the agreed upon amount for the; check engine diagnoses, rear license plate bulbs and the failed New York State Inspection. Please let me know if there is any other information that is needed.

As a retail dealership representing multiple brands we observe the utmost respect for our customers, mentally and financially. We DO NOT take advantage of ANY customer; our recommendations were based on safety issues with customer's vehicle.

Please note that [redacted] authorized repairs and we did only what she approved , We will not refund any amount to [redacted], she states that her car was here for a week, that is correct, we waited for her husband to make a decision and agree or disagree 0n the repairs needed.

Thank you,

Service Advisor ... [redacted]

Review: I recently leased a Ford vehicle from Manhattan Auto. I attempted to purchase accessory parts online with Ford's official parts and accessories websites. The products must be purchased through a local dealership, therefore the products cannot be directly sent to my home. After placing 2 online orders, Manhattan Auto did not receive either of my orders. I recieved an email stating my second order was shipped, complete with a tracking order from FedEx. I contacted FedEx, who stated Manhattan Auto created a shipping label, but never actually shipped the items. I have made numerous attempts to contact Manhattan Auto via telephone and online form submission. Manhattan Auto's Parts Dept. placed my on hold for 40 minutes before taking a message. My phone call has not been returned. The question I submitted online has also gone unanswered.Desired Settlement: I want the products I purchased online.

Business

Response:

After receieving the initial order request from [redacted] we ordered his mounting bolts for roof rails. Once the parts arrived we created a Fedex shipping lable for pick up. The parts were picked up from our facility. [redacted] then contacting our parts department to say he did not receive his order. After traking his order the Fedex website stated that it was still in our facility which it is not. We have ordered new parts for [redacted] which we now have and we will personally deliver to him.

Review: My Lincoln MKT is a keyless car. On May [redacted] it ceased to start up unless the key fob was placed in a slot in the center console. In addition, the driver's seat would not move and the windows and locks would not respond from the driver's seat. After one week at Manhattan Lincoln I picked the car up exactly as it was dropped off - all problems unresolved. The car was serviced again and picked up several days later - it appeared to be fixed, however, the resolution only lasted 3 days. I brought the car back in mid-May and haven't had my car back since. I have been told that it was "being serviced" "waiting for an international part" "wrong part received" "necessary part is being manufactured", etc. I filled out a customer "dissatisfaction" form to Lincoln and heard nothing. I emailed two of the Customer[redacted]s at the dealership and heard nothing. Finally I called Lincoln Client Relationship line and spoke to someone there but that intervention has yielded no results. Finally, I received a call from the [redacted] on July [redacted] - he screamed at me to come and pick up the car or I would be charged for the loaner car they gave me. When I went to pick the car up the next day it was exactly as it was on May [redacted] - all symptoms unresolved. Now, two weeks later, everyone is avoiding my calls and I'm being told that "it's being worked on as we speak."Desired Settlement: I just want my car back in working order. I was told by the Lincoln Client Relationship Center that the dealership is going to be closing and I'm afraid this will remain unresolved - or, worse yet, they will pack up in the middle of the night and take my car with them! I have kept my cool dealing with them but I'm really at my wit's end as to what to do. Please help - anything will be greatly appreciated

Consumer

Response:

At this time, I have been contacted directly by Manhattan Ford Lincoln, Inc regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]I was able to pick up my car on Tuesday, August [redacted] and the problem appeared to be resolved. Other than driving the car back from the dealership, I didn't drive it for 10 days as I was out of the country. When I resumed driving on August [redacted] the problem returned. The car is back at the dealership which is scheduled to be closed on September [redacted]. By their own admission they don't know how to fix the car and need to have help from a Lincoln/Ford engineer. I'm concerned that there is no motivation to send an engineer to a dealership that is closing and that I will have the car back at the end of the month with the same problem.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Manhattan Ford Lincoln, Inc has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,