Final Consumer Response /* (2000, 11, 2016/02/16) */
Reached consumer by phone, to get 'update' on situation with dealership
Ms *** indicates that North Country Ford *did* ultimately refund the price of the tires in question
Though she is not pleased with the amount of effort it took to
get her concerns addressed, she indicates she now considers the matter resolved
Initial Business Response /* (1000, 9, 2015/07/20) */
MR***'S VEHICLE ARRIVED ON JUNE 29, AND WAS RETURNED TO HIM ON JULY 2, OUR RECORDS SHOW THAT THIS IS HIS SECOND TRANSMISSION LEAK REPAIR, HOWEVER, THEY WERE TWO DIFFERENT FAILURESTHE FIRST, WHICH WAS REPAIRED JULY OF ON OUR
REPAIR ORDER NUMBER ***, WAS A TORQUE CONVERTOR SEALTHE CURRENT REPAIR ON RO NUMBER DATED 6-29-15, WAS TO THE TRANSMISSION OIL PUMP SEALWE DO NOT SHOW A THIRD REPAIR OR COMPLAINTTHE ONLY OTHER MENTION IS OUR RECOMMENDATION TO HAVE THIS CONCERN ADDRESSEDTHAT RECOMMENDATION WAS ON 4-23-WE DID NOT HEAR FROM MR *** TO MAKE AN APPOINTMENT UNTIL 6-18-15, WHEN HE MADE THE APPT FOR 6-29-TO ADDRESS THE PART WE "BROKE," THE CURRENT REPAIR REQUIRED REMOVAL OF BOLTS FOR THE TURBOCHARGERONE OF THE BOLTS WAS SEIZEDDESPITE OUR EFFORTS TO HEAT AND REMOVE, THE BOLT SNAPPEDGIVEN OUR CLIMATE, SEIZED BOLTS ARE A FAIRLY COMMON OCCURANCEWE DO OUR BEST TO REMOVE THEM USING HEAT AND OTHER METHODS, BUT SOMETIMES THEY DO BREAKIN THIS CASE, THE TURBOCHARGER NEEDED TO BE REPLACED DUE TO THE BROKEN PORTION OF THE BOLT BEING STUCK IN THE MOUNTINGACCORDING TO OUR RECORDS, MR*** WAS NOTIFIED OF THE PARTS DELAY AS SOON AS WE WERE AWARE OF THE PROBLEMTO ADDRESS THE ISSUE OF HIS DOG RIDING IN THE LOANER, MANY OF OUR CUSTOMERS SUFFER FROM ALLERGIES, SO WE DO NOT ALLOW PETS OF ANY SORT, NOR DO WE ALLOW SMOKING IN OUR LOANERSMR.*** DROPPED HIS VEHICLE OFF ON THE 29TH, WHICH WAS THE DAY OF THE HAIL STORMMR*** SIGNED THE REPAIR ORDER WHICH READS IN PART THAT NORTH COUNTRY FORD "...IS NOT RESPONSIBLE FOR LOSS OR DAMAGE TO THE ABOVE VEHICLE, OR ARTICLES LEFT THEREIN; IN CASE OF FIRE, THEFT OR OTHER CAUSE BEYOND OUR CONTROL..." WE ARE ADVISED THAT WE CANNOT PAY HIS DEDUCTIBLE DUE TO LEGAL CONCERNSWE WILL, HOWEVER, AS A GESTURE OF GOODWILL, PROVIDE MR*** WITH A $LUTHER GIFT CARD WHICH IS GOOD FOR SERVICES, PARTS, ACCESSORIES, OR VEHICLE PURCHASES AT ANY LUTHER DEALERSHIP
Initial Consumer Rebuttal /* (2000, 11, 2015/07/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I would have preferred a gas card as I know I will use itThis acceptance is contingent upon:
1) As stated, is good at any Luther dealership for goods and services, parts, accessories or vehicle purchases
2) Does NOT have an expiration date
3) Is mailed to me as I don't want to pick it up
4) Is mailed ASAP
In case the address in not on file:
*** ***
***
Andover, MN
Final Business Response /* (4000, 19, 2015/08/06) */
We have sent Mr*** his $gift card as of 8-6-If you need any further information, please feel free to contact me
Tom ***
On the return visit, the repair was made and it was verified that the abnoise was no longer presentIt is possible that the noise our technician repaired is different from the noise the consumer heardIt is also possible that a new noise has occurredNorth Country Ford
Lincoln would be happy to look at the noise once again to determine a)if it is aband b)what is the causeAny errors made by North Country Ford Lincoln will absolutely be repaired at no cost to the consumer
Initial Business Response /* (1000, 16, 2016/02/19) */
Received business response via e-mail to Revdex.com from Tom [redacted], Service Director:
"I have looked at the service records and found that Ms. [redacted] was advised that the block heater was leaking when we repaired her vehicle. The block...
heater is neither disturbed nor removed when replacing the clutch.
Additionally, all of the electrical components for the one touch are within the interior of the vehicle and all of the components for the clutch repair are on the outside of the vehicle. It would not have been affected by the repair
If you need any further information, please feel free to contact me.
Sincerely,
Tom [redacted]
Service Director
North Country Ford Lincoln
[redacted] Cn Rapids Mn 55433
(763) [redacted] Direct
(763) [redacted] Fax
(763) [redacted] Service
[redacted]@lutherauto.com"
Dealer’s statement: Ms. [redacted]’s vehicle was towed to our service department on December 1, 2016. We diagnosed her vehicle and determined that the cooling system was empty due to a leak at the water pump which did internal damage to her engine. After advising her that her service contract...
was expired, we provided an estimate and ordered the engine but found that it was on backorder. On December 13, 2016, we provided Ms. [redacted] with a 2015 Lincoln MKC to use as a loaner. We located an engine at a dealer in SC, but that dealer sold the engine before we were able to procure it. We found another and were finally able to start working on the vehicle on 1-19-17. Work was completed and Ms. [redacted] picked up her vehicle on 1-24-17. The retail price for this engine to be replaced is $8,218.96. This includes parts, labor and tax. Forty three days for a Lincoln rental at $45.00 per day is $1935.00 not including tax. Ms. [redacted] was charged $6301.60 for the engine repair and was not charged for the rental. The repair cost breaks down as follows: RETAIL: Labor 2420.96 Parts 5378.08 Supplies 36.73 Tax 383.19 Total 8218.96 Price paid by Ms. [redacted]: Labor 1730.00 Parts 4233.25 Supplies 36.73 Tax 301.72 Total 6301.60 There is no freight charge in Ms. [redacted]’s total, nor built into the prices listed. And it should be noted that we do not control availability of any parts. Discounts came to $1917.36 and if we add the rental charges at $1935.00 (not including tax), the total benefit received by Ms. [redacted] was $3852.36. We believe we have been more than fair in this transaction.
I am rejecting this response because:
The insinuation that I request a Lincoln MKC as a loaner car is false . They offered me a loaner car as they have for the past 6 years whenever I have had my car repaired or serviced at their shop. This is a courtesy they extend to all whom have work done . I did not request a lincoln , plus the one I received as a loaner the tabs were expired 4 months ago ( September 2016) so I do believe that me getting this car was not a hardship to the dealership. Second I had my car in for service a week before the problem with my car. I have the service record showing that everything including the fluids were satisfactory with the dealership. when they returned my car to them. When I did pick up the car , I was not charged for the shipping as it was 45 days that they had my car and I assumed( was not informed ) that they received a new engine from lincoln and not from another dealership. In response to the "discounted " price of the motor, please see attachment regarding the invoice I received from the dealership. I was not given a discount on the engine, it had a $1000.00 core return . For them to list that they gave me a discount from $5378.08 to 4233.25 is misleading and false. The invoice states that the engine cost 5000.00 plus 1000.00 for a return core charge. ( please see below the list of charges) There is also no mention on the invoice that I was discounted on the labor. In the end, I am out $2000.00 for a warranty that was never honored because of their incompetence of writing it up and $6301.60 for a engine that should have been covered. Engine $5000.00 Core return $1000.00 Seal $15.32 Seal $14.93 Battery $ 134.95 (- 15.00 core) $66.22 Antifreeze $16.83 Oil = $ 4233.25 plus $1730.00 Labor $36.73 misc charges $301.62 Tax = a total of $6301.60 I know as a consumer I have no recourse against the dealership as they will go about their business as usual and use their deceptive sales techniques against the unsuspecting public. I would like this complaint at least put on record to help others see what kind of service they provide to their customers.
I am rejecting this response because:
I had my truck in since after two weeks they told me that there was nothing they could do!! I have even requested a area ford rep. to listen to it also, no response! they even admitted not torqueing the bolts correctly on the outside of the motor. so I would bet that bolts inside the motor were not torqued correctly either!! I was told they would take apart the motor again at my cost! sick! they wrecked the truck!
Final Consumer Response /* (2000, 11, 2016/02/16) */
Reached consumer by phone, to get 'update' on situation with dealership
Ms *** indicates that North Country Ford *did* ultimately refund the price of the tires in question
Though she is not pleased with the amount of effort it took to
get her concerns addressed, she indicates she now considers the matter resolved
Initial Business Response /* (1000, 9, 2015/07/20) */
MR***'S VEHICLE ARRIVED ON JUNE 29, AND WAS RETURNED TO HIM ON JULY 2, OUR RECORDS SHOW THAT THIS IS HIS SECOND TRANSMISSION LEAK REPAIR, HOWEVER, THEY WERE TWO DIFFERENT FAILURESTHE FIRST, WHICH WAS REPAIRED JULY OF ON OUR
REPAIR ORDER NUMBER ***, WAS A TORQUE CONVERTOR SEALTHE CURRENT REPAIR ON RO NUMBER DATED 6-29-15, WAS TO THE TRANSMISSION OIL PUMP SEALWE DO NOT SHOW A THIRD REPAIR OR COMPLAINTTHE ONLY OTHER MENTION IS OUR RECOMMENDATION TO HAVE THIS CONCERN ADDRESSEDTHAT RECOMMENDATION WAS ON 4-23-WE DID NOT HEAR FROM MR *** TO MAKE AN APPOINTMENT UNTIL 6-18-15, WHEN HE MADE THE APPT FOR 6-29-TO ADDRESS THE PART WE "BROKE," THE CURRENT REPAIR REQUIRED REMOVAL OF BOLTS FOR THE TURBOCHARGERONE OF THE BOLTS WAS SEIZEDDESPITE OUR EFFORTS TO HEAT AND REMOVE, THE BOLT SNAPPEDGIVEN OUR CLIMATE, SEIZED BOLTS ARE A FAIRLY COMMON OCCURANCEWE DO OUR BEST TO REMOVE THEM USING HEAT AND OTHER METHODS, BUT SOMETIMES THEY DO BREAKIN THIS CASE, THE TURBOCHARGER NEEDED TO BE REPLACED DUE TO THE BROKEN PORTION OF THE BOLT BEING STUCK IN THE MOUNTINGACCORDING TO OUR RECORDS, MR*** WAS NOTIFIED OF THE PARTS DELAY AS SOON AS WE WERE AWARE OF THE PROBLEMTO ADDRESS THE ISSUE OF HIS DOG RIDING IN THE LOANER, MANY OF OUR CUSTOMERS SUFFER FROM ALLERGIES, SO WE DO NOT ALLOW PETS OF ANY SORT, NOR DO WE ALLOW SMOKING IN OUR LOANERSMR.*** DROPPED HIS VEHICLE OFF ON THE 29TH, WHICH WAS THE DAY OF THE HAIL STORMMR*** SIGNED THE REPAIR ORDER WHICH READS IN PART THAT NORTH COUNTRY FORD "...IS NOT RESPONSIBLE FOR LOSS OR DAMAGE TO THE ABOVE VEHICLE, OR ARTICLES LEFT THEREIN; IN CASE OF FIRE, THEFT OR OTHER CAUSE BEYOND OUR CONTROL..." WE ARE ADVISED THAT WE CANNOT PAY HIS DEDUCTIBLE DUE TO LEGAL CONCERNSWE WILL, HOWEVER, AS A GESTURE OF GOODWILL, PROVIDE MR*** WITH A $LUTHER GIFT CARD WHICH IS GOOD FOR SERVICES, PARTS, ACCESSORIES, OR VEHICLE PURCHASES AT ANY LUTHER DEALERSHIP
Initial Consumer Rebuttal /* (2000, 11, 2015/07/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I would have preferred a gas card as I know I will use itThis acceptance is contingent upon:
1) As stated, is good at any Luther dealership for goods and services, parts, accessories or vehicle purchases
2) Does NOT have an expiration date
3) Is mailed to me as I don't want to pick it up
4) Is mailed ASAP
In case the address in not on file:
*** ***
***
Andover, MN
Final Business Response /* (4000, 19, 2015/08/06) */
We have sent Mr*** his $gift card as of 8-6-If you need any further information, please feel free to contact me
Tom ***
On the return visit, the repair was made and it was verified that the abnoise was no longer presentIt is possible that the noise our technician repaired is different from the noise the consumer heardIt is also possible that a new noise has occurredNorth Country Ford
Lincoln would be happy to look at the noise once again to determine a)if it is aband b)what is the causeAny errors made by North Country Ford Lincoln will absolutely be repaired at no cost to the consumer
Initial Business Response /* (1000, 16, 2016/02/19) */
n Rapids Mn 55433
Received business response via e-mail to Revdex.com from Tom [redacted], Service Director:
"I have looked at the service records and found that Ms. [redacted] was advised that the block heater was leaking when we repaired her vehicle. The block...
heater is neither disturbed nor removed when replacing the clutch.
Additionally, all of the electrical components for the one touch are within the interior of the vehicle and all of the components for the clutch repair are on the outside of the vehicle. It would not have been affected by the repair
If you need any further information, please feel free to contact me.
Sincerely,
Tom [redacted]
Service Director
North Country Ford Lincoln
[redacted]
C
(763) [redacted] Direct
(763) [redacted] Fax
(763) [redacted] Service
[redacted]@lutherauto.com"
Dealer’s statement: Ms. [redacted]’s vehicle was towed to our service department on December 1, 2016. We diagnosed her vehicle and determined that the cooling system was empty due to a leak at the water pump which did internal damage to her engine. After advising her that her service contract...
was expired, we provided an estimate and ordered the engine but found that it was on backorder. On December 13, 2016, we provided Ms. [redacted] with a 2015 Lincoln MKC to use as a loaner. We located an engine at a dealer in SC, but that dealer sold the engine before we were able to procure it. We found another and were finally able to start working on the vehicle on 1-19-17. Work was completed and Ms. [redacted] picked up her vehicle on 1-24-17. The retail price for this engine to be replaced is $8,218.96. This includes parts, labor and tax. Forty three days for a Lincoln rental at $45.00 per day is $1935.00 not including tax. Ms. [redacted] was charged $6301.60 for the engine repair and was not charged for the rental. The repair cost breaks down as follows: RETAIL: Labor 2420.96 Parts 5378.08 Supplies 36.73 Tax 383.19 Total 8218.96 Price paid by Ms. [redacted]: Labor 1730.00 Parts 4233.25 Supplies 36.73 Tax 301.72 Total 6301.60 There is no freight charge in Ms. [redacted]’s total, nor built into the prices listed. And it should be noted that we do not control availability of any parts. Discounts came to $1917.36 and if we add the rental charges at $1935.00 (not including tax), the total benefit received by Ms. [redacted] was $3852.36. We believe we have been more than fair in this transaction.
I am rejecting this response because:
The insinuation that I request a Lincoln MKC as a loaner car is false . They offered me a loaner car as they have for the past 6 years whenever I have had my car repaired or serviced at their shop. This is a courtesy they extend to all whom have work done . I did not request a lincoln , plus the one I received as a loaner the tabs were expired 4 months ago ( September 2016) so I do believe that me getting this car was not a hardship to the dealership. Second I had my car in for service a week before the problem with my car. I have the service record showing that everything including the fluids were satisfactory with the dealership. when they returned my car to them. When I did pick up the car , I was not charged for the shipping as it was 45 days that they had my car and I assumed( was not informed ) that they received a new engine from lincoln and not from another dealership. In response to the "discounted " price of the motor, please see attachment regarding the invoice I received from the dealership. I was not given a discount on the engine, it had a $1000.00 core return . For them to list that they gave me a discount from $5378.08 to 4233.25 is misleading and false. The invoice states that the engine cost 5000.00 plus 1000.00 for a return core charge. ( please see below the list of charges) There is also no mention on the invoice that I was discounted on the labor. In the end, I am out $2000.00 for a warranty that was never honored because of their incompetence of writing it up and $6301.60 for a engine that should have been covered. Engine $5000.00 Core return $1000.00 Seal $15.32 Seal $14.93 Battery $ 134.95 (- 15.00 core) $66.22 Antifreeze $16.83 Oil = $ 4233.25 plus $1730.00 Labor $36.73 misc charges $301.62 Tax = a total of $6301.60 I know as a consumer I have no recourse against the dealership as they will go about their business as usual and use their deceptive sales techniques against the unsuspecting public. I would like this complaint at least put on record to help others see what kind of service they provide to their customers.
I am rejecting this response because:
I had my truck in since after two weeks they told me that there was nothing they could do!! I have even requested a area ford rep. to listen to it also, no response! they even admitted not torqueing the bolts correctly on the outside of the motor. so I would bet that bolts inside the motor were not torqued correctly either!! I was told they would take apart the motor again at my cost! sick! they wrecked the truck!