MapleCrest Lincoln Mercury Inc.

Review: On february 12th I took my 2007 lincoln navigator to maplecrest of union because my truck's "power steering" was bad. my truck did not have any issues with the motor/engine. On march 7th, I paid maplecrest $2,165.92 for fixing the issue with regards to "power steering" and picked my truck up, drove it home and immediately noticed that something was wrong. I called maplecrest and they told me to bring my truck back asap. I returned on Monday, the 9th of march. I explained that prior to bringing my truck to maplecrest, my truck did not have a check engine light on nor did it have any issues with the engine. I spoke to [redacted], service advisor and a mechanic, who tried to tell me that my truck would need a new motor/engine!? which they said would cost $8,100! Again, I reiterated, my truck, that was purchased August 2014, from a dealership unrelated to maplecrest, only had 121k miles on it when I brought it and had no issues with the motor/engine. the service advisor told me that a manager would come out and speak with me. I waited around maplecrest to see a manager for over 5 hours! No manager came to see me, instead [redacted] came to me and said that management told her to "REFUND" me $2,165.92? I explained that refunding me my money was not resolving the issue. I am handicapped and a single father of 5 children, which I explained, and that I needed my vehicle, not a refund! Maplecrest dismissed me with a vehicle that was damaged by their mechanics! My truck's motor/engine need to be replaced, and at this time is un-operable. I am handicapped, and all this has excellerated my "pain". I have written to the President/CEO [redacted] in Dearborn, MI for help, and have written to [redacted] GM of Maplecrest of Union and to this date, I have not recieved a reply from either of these gentlemen. WHY WOULD MAPLECREST GIVE ME A REFUND FOR $2,165.92 IF THEY DID NOTHING WRONG? AND TODAY THEY CONTACTED MY FRIEND, WHO DRIVES ME HOME FROM WORK, AND AS SOON AS SHE MENTIONED MY NAME, THEY HUNG UP!Desired Settlement: I RESPECTFULLY REQUEST THAT MAPLECREST OF UNION REPAIR MY TRUCK'S MOTOR/ENGINE AND SIDE-VIEW MIRRORS. I AM NOT REQUESTING ANYTHING ELSE. MY TRUCK'S ENGINE PERFORMANCE WAS GREAT, NO PROBLEMS, THAT IS UNTIL I TOOK IT MAPLECREST TO HAVE THE POWER STEERING FIXED. ONLY TO GET IT BACK IN WORSE CONDITION THAN WHEN I TOOK IT TO MAPLECREST OF UNION. AND MY SIDE-VIEW MIRRORS WHICH WAS FLAPPING BACK AND FORTH AS I DROVE HOME ON MARCH 9TH,2015! I HOLD MAPLECREST RESPONSIBLE AND THEY MUST DO RIGHT.

Business

Response:

When vehicle arrived technician noted vehicle was previously worked on by another garage, power steering bolt was missing, power steering lines were loose. The vehicle could not be driven as it had no power steering. (Repair Order # [redacted] Technician did note that the engine was knocking and running rough; he checked oil and found it low 4 1/2 quarts. Technician added oil and engine seemed to run better, knock seemed better, once tech was done with power steering repair he test drove the vehicle and check engine light came on and engine ran rough again. Technician scanned codes and retrieved codes for camshaft timing concerns. Internal engine failure apparent and with 125,000 miles on vehicle recommends engine replacement. Dealer felt bad that customer approved work on steering and refunded all monies when it was determined engine needed replacement; realizing customer may not have done work on steering had the initial diagnosis discovered engine problems. (Repair Order Credit [redacted]) We could not road test vehicle because of no power steering, we did find engine low on oil upon arrival and just added oil to engine. Dealer did not cause concerns. Vehicle needs multiple other repairs other than engine as well. Someone installed a window regulator and broke the door handle etc. Vehicle is not at dealer. Vehicle is out of warranty. Dealer did not cause engine internal failure.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:They spoke about other issues that wasn't the problem or issue. I brought my truck to maplecrest so that the power steering could be fixed. My truck's check engine light never, ever came on. My side view mirrors never, ever flapped back and forth as I drove. Can you please tell maplecrest ford Lincoln located at 2800 Springfield ave, that feeling bad for customer was the reason for the refund? I would appreciate it if you explain to me the next step if maplecrest again rejects their responsibility and fix my truck's engine and side view mirrors.

Regards,

Review: In January 2015, my wife and I purchased a used 2008 [redacted] from salesman Dan M[redacted] at the Maplecrest Ford/Lincoln/Mercury Dealership in Union, New Jersey. Prior to close of sale, an issue with the [redacted] was expressed to Dan M[redacted]. The check engine light was on. As part of the sale, Dan M[redacted] had stated Maplecrest would do what was needed to resolve the check engine light. Furthermore, I initialed the sales contract that Maplecrest would inform me of the specific check engine light codes that appeared when the vehicle was serviced prior to final sale. I was informed that the issue was for the intake manifold and that Maplecrest was going to replace a part. This sounded all well and good. We closed the sale and the check engine light was off in the vehicle. Within the first full 24 hours after purchase, the check engine light came back on. I called the sales rep and he told me to bring it back to service. I bring the vehicle back to service and they run the vehicle through diagnostics. The inside service rep had told me it was a "faulty read" and that there was no issue and the tech had cleared the code. I left and the check engine light was still on. Thinking over the next day it would turn off, it didn't. I then brought the vehicle back and was then told there is nothing more they would do for the vehicle. I had asked for a copy of their "receipt" for the initial service. I then brought that and my vehicle to my trusted mechanic. He stated that according to their invoice, they replaced a control valve on the intake manifold. When inspected this new unit, it appears dirty and old. My mechanic states more than likely they originally just cleared the check engine light and never fixed the issue as agreed in order to make the sale in hopes it would not come back on. Maplecrest originally denied and has yet to return my calls as I demanded them to address the issue as they originally agreed.Desired Settlement: According to the diagnostic code ([redacted]) further diagnostic would be needed (original diagnostic by Maplecrest was more than likely immature). Two outcomes of a true diagnostic would occur. Either the control valve would need to be replaced, or the entire manifold would either need to be cleaned of carbon or replaced. I request Maplewood provide proof of purchase of the [redacted] part that originally "resolved" the issue. If proof of purchase exists, then under their repair warrantee it should be deemed faulty and replaced. At the end of the day, Maplecrest should do what is right and what was agreed to by fixing this issue as they originally agreed. This concern was highly stated in the beginning that the sale was pending the outcome of the check engine light.

Business

Response:

On 1/09/15 customer purchased a Pre-owned 2008 [redacted] with mileage in excess of 160,000. The vehicle was sold ““As-Is” No warranty implied or expressed” with written disclosures which were presented to the customer and which customer signed. At time of delivery the “check engine light” was on and Dealer agreed to diagnose the code to determine what the problem was. The code indicated that the problem was a faulty intake manifold actuator. A new part was purchased from a local [redacted] dealer and installed, which cleared the code, all at no cost to the customer. When learning of the customer’s complaint, the General Manager, although not required, directed our service department to contact the customer so that repairs can be made. The vehicle is presently in the shop, parts have been ordered and repairs will be made, again, with no cost to the customer.

Review: Alex S[redacted] General ManagerMaplecrest Ford Lincoln of Union Alex, Having received no response to my previous appeals to you for resolution, I am reaching out to you again to ask that Maplecrest, as a reputable dealership, provide the necessary repairs to the vehicle I purchased from you. The car was purchased for the intended use of driving it on the road, but instead, is not suitable for that intended use. With a solid engine light it cannot pass inspection, and can only be used for spare parts at this point. Since your dealership has provided an implied warranty by taking the car back three times for repairs, at no charge, and after each time indicating on the invoices that everything was OK, you have indicated, and actually iterated to me, that you intend to do the right thing. A certified Ford mechanic has advised me that the motor is shot and that any knowledgeable mechanic could very quickly determine that with the proper diagnostic equipment, which you obviously have. Thank you. I look forward to hearing from you soon. [redacted] cc: State of New Jersey Motor Vehicle Commission I look forward to hearing from you soon. [redacted] cc: State of New Jersey Motor Vehicle Commission Customer # [redacted] Invoice #s [redacted] & [redacted] Mr. Alex S[redacted];On April 17, on the recommendation of a friend, I purchased a 2006 Ford Expedition from your dealership at Maplecrest Ford Lincoln of Union. Just when I was signing the final financial papers, I was informed by Nuno S[redacted] that the vehicle had been in a minor accident, but that it had been several years ago and would have no detrimental effect on its road worthiness. As I drove it off the lot, I felt a slight hesitation and a few jerks, but when I got out onto the highway it seemed all right. However, before I got back home in upstate [redacted] County, the jerkiness returned and the engine light was on, so I called Gary W[redacted], my sales rep, and left a message regarding the problem. He called back to advise me to bring it back in for evaluation. I drove it back the following day. Gary, Ed B[redacted] and Marc C[redacted] all assured me that whatever the problem was, they would take care of it. I waited around several hours to hear that the problem was just a plug and coil, and that it was now fixed.But the same problems persisted, and continued to get worse. It would lose power and stall when backing up or turning. I took it back again, at which time I was provided a loaner. Ten days after purchase, on the 27th, I picked it up and was told engine repairs had been completed and that everything was ok now, as noted on invoice [redacted], then later on [redacted] I had to take the car back for the third time when the engine light stayed on it lost power and stalls. It continues to this day to exhibit all of the original symptoms. I had the car checked by an independent mechanic who has provided me with a detailed analysis of the problems with the Expedition. He was able to determine that the engine would need a major overhaul or replacement. He also indicates that the odometer seems to have been tampered with. The vehicle is not able to pass inspection, so my insurance company has cut my coverage. Since Marc and Ed of your staff have repeatedly assured me they would do whatever it takes to make it right, please advise me what you intend to do to fulfill that commitment. Thank you.[redacted] Customer # [redacted]Desired Settlement: I would like the dealership to admit to misleading advertising on their website, and to resolve the issues with my vehicle by either repairing or replacing the vehicle. I include a copy of the claim the make on their website:When buying used, its important that you know the car youre considering has been well-maintained and cared for by its previous owners. Thats why Maplecrest Ford offers only the cream of the crop in our used vehicle selection. Whether youre feeling nostalgic for a 2003 Ford Windstar or looking for a nearly-new Ford model, Maplecrest Ford is bound to have something youre looking for.