North Star Ford Sales Ltd

Hi there, As per your request, I will contact the mechanics I spoke with and ask them to submit something written for me to send to youI will try to get these from one or several ASAP Regards, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/01) */ Contact Name and Title: Tilly F [redacted] Contact Phone: 780-713- Contact Email: tf@northstarfordlincoln.ca Was never our intention to mislead Mr[redacted] in anywayYes we cleaned the carpets prior to delivery but it wasn't intended to try and mask any odorsTried to contact several times to let him know we would pay the bill but he was always to busy to talkWe would be happy to rectify if Mr[redacted] would like to take it to a location of his choosing to clean the carpets and forward us the bill we will pay for it Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/10/22) */ In response to your letter dated October 5th I will accept the proposal from Northstar Lincoln Ford Ltdto have the vehicle cleaned here in Edmonton at an establishment of my choosing and forward the bill for reimbursementDue to a very busy family life and with this vehicle being our primary mode of transportation I will make an effort to have it clean as soon as possible, however it may take some time I would also like to clarify the comments made in the response from MrTilly f@ording to the response multiple calls and attempts were made to contact me however I was "too busy to talk"To set the record straight I was contacted once by Northstar Lincoln (Mrf@) on September 23rd at hours the call lasted seconds since I was at workI did however ask MrF [redacted] to call me back anytime after pm and sadly he never did Sincerely, [redacted] ***

Upon review of this complaint I reached out to our Quick Lane Management to see if anyone remember specifically dealing with this repair event.Below is the email sent to me from our Assistant Manager on duty at the time of the vehicle visit.It is common practice at Northstar Ford for technicians to
ask to have pictures taken as we as a business track any vehicle damage. While unfortunate, vehicle damage can happen while vehicles are in our possession. Technicians are told to advise management immediately if they do break or damage something and in my years experience with Northstar this happens and is not hidden. The specific technician that worked on this vehicle has been with Northstar for over years and as always been very forthcoming, rigorous with procedures and helpful to advise of pre-existing damage on vehicle.We do have cameras on site however given the type of damage it would be unlikely that an area that small or at that angle could be seen. I have asked our Assistant Manager to attempt to find the pictures sent to customer's spouse but due to age of the repair (March) data from that time period has been deleted from the camera used. I have attached our Repair Order which indicates notes from the technician indicating the damage.It is my opinion based on this information and the statement below the vehicle was brought to Northstar with pre-existing damage that was disturbed through the replacement of the bulb. Northstar will not meet the consumers request for reimbursement.Please feel free to contact me direct on my cellular phone at *** *** *** or email *** to discuss.*** ***Vice President, Fixed OperationsNorthstar Ford Auto Group *** I remember this one specifically as I was on shiftThe customers spouse brought this in for a pass front signal bulb outI gave the job to 'technician', he immediately came to me and asked me to take pics of the assembly before he replaced the bulbWe examined and took images as the entire assembly was loose, the surrounding trim was literally looseThe trim around the headlamp itself had been painted black and was not from factoryLouis replaced the bulb itself so the light would function, but wanted me to document that someone had been in the area prior and disturbed itSo I took a photo and explained to the spouse and showed her what we noticed If I recall she mentioned her boyfriend had blacked out the front end and headlamp surroundShe asked me to forward the images to her, and I did We were proactive on this one *** ***,Assistant Service Manager, Quick Lane

I have called *** *** on Tuesday, August 29th to invite the him and his spouse to both look at a dealership owned, non-modified *** as well as bring their vehicle down to the dealership. I have reviewed Ford Canada's workshop manual and attached. Mr*** accepted my invitation and suggested that his wife should be the one to bring the vehicle down as it's her vehicle. I told the customer I was available August 31st in the a.m., or September or 2ndHe said he would get back to me and I confirmed he had my contact phone number.I have personally inspected a like unit (*** - customer model year is 2012, however I confirmed both model years are the same build type) and confirmed that the headlamp assembly does not need to be removed nor dislodged to change a bulb. I also confirmed personally that the headlamp assembly on a like vehicle is firmly affixed to the vehicle and the only way to remove it or even get it loose is to remove the bumper which Northstar did not.A few items to note regarding the consumer's vehicle - factory grille, headlamp assembly trim and fog light trim are all built factory chrome. All of these components have been painted. I am unsure how these modifications were executed however suspect the front end body components may have been needed to be removed to attain the look of being 'blacked out'. Hidden damage may have occurred when these modifications took place.I stand behind our original decision not to reimburse the customer however invite the customer to contact me to review their vehicle.*** ***Vice President, Fixed Operations, Northstar Group

Hi there, As per your request, I will contact the mechanics I spoke with and ask them to submit something written for me to send to you. I will try to get these from one or several ASAP.  Regards,[redacted]

Initial Business Response /* (1000, 5, 2015/11/13) */
Thank you , your concern is important and is currently being dealt with.
A representative of Lifestyle Travel has left a message today at 11:30 am @ [redacted] and is looking forward to help booking your trip.

Initial Business Response /* (1000, 5, 2015/10/01) */
Contact Name and Title: Tilly F[redacted]
Contact Phone: 780-713-2845
Contact Email: tf[redacted]@northstarfordlincoln.ca
Was never our intention to mislead Mr.[redacted] in anyway. Yes we cleaned the carpets prior to delivery but it wasn't intended to try...

and mask any odors. Tried to contact several times to let him know we would pay the bill but he was always to busy to talk. We would be happy to rectify if Mr.[redacted] would like to take it to a location of his choosing to clean the carpets and forward us the bill we will pay for it.
Initial Consumer Rebuttal /* (2000, 11, 2015/10/22) */
In response to your letter dated October 5th 2015 I will accept the proposal from Northstar Lincoln Ford Ltd. to have the vehicle cleaned here in Edmonton at an establishment of my choosing and forward the bill for reimbursement. Due to a very busy family life and with this vehicle being our primary mode of transportation I will make an effort to have it clean as soon as possible, however it may take some time.
I would also like to clarify the comments made in the response from Mr. Tilly F[redacted]. According to the response multiple calls and attempts were made to contact me however I was "too busy to talk". To set the record straight I was contacted once by Northstar Lincoln (Mr. F[redacted]) on September 23rd 2015 at 1418 hours the call lasted 33 seconds since I was at work. I did however ask Mr. F[redacted] to call me back anytime after 5 pm and sadly he never did.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2016/01/21) */
[redacted] - Fixed Operations from Northstar Ford Group has resolved the issue directly with the customer. The customer has accepted the resolution in writing 1/21/16.