Sabine River Ford

After some research on the [redacted] truck, since taking delivery in January, the truck has never been back to Sabine River FordAs this is a new truck and covered under the factory warranty, we would be glad to schedule an appointment If the vehicle were brought to us for an oil change, we would have found the same issue, which would then start a warranty claim processThis, also, should have been the case at Energy Country Ford the day the leak was detected.Regarding the phone calls, Mr [redacted] , in a state of anger, called on Saturday and spoke with [redacted] Per Mr [redacted] , Mr [redacted] continued to berate him over the phone and would not listen to him explain the Ford warranty process and the options available to Mr [redacted] Mr [redacted] continued to be irrational and unnerved, which is understandable; however, the high stress the customer was under prevented him from getting the information he needed to get his vehicle repaired under warranty.The service department that handles warranty repairs is closed on weekendsWe understand that vehicle concerns can be very frustrating and at times overwhelming, but this would need to be handled by our service advisors and certified service techniciansThe [redacted] called again on Monday, as they had stated, which was transferred to the service department; however, the service advisors were with customers out in the service lane and away from their phonesAdditionally, anytime anyone mentions speaking to a lawyer, our lawyer has instructed us to provide his office contact information and to let the legal department take overWhen Mr [redacted] mentioned speaking to an attorney, Mr [redacted] quickly provided our attorney's name and office contact information.Tuesday, we received a call from Revdex.com regarding the [redacted] concerns and I was asked to reach out to the [redacted] I called the number that was provided by the Revdex.com, but the lady that answered stated that they were unavailable and would take a message Speaking with the Revdex.com again Tuesday afternoon, I stated that I had tried to reach the [redacted] , and left a message for them to return my callI also left the Revdex.com my direct number to have the Revdex.com get the customer to call me for assistance As the issue is dealing with an engine and tire issue that would most likely be covered under the Ford Manufacturer Warranty, the [redacted] are welcome to schedule an appointment to bring their truck in for warranty repairsIf the vehicle is still at Energy County Ford, they are also able to have the vehicle repaired under the manufacturer warranty at that location Every new vehicle sold has a manufacturer warranty to cover such defects, as vehicles are made by man and there are many parts involvedWe are glad that Energy Country and the customer caught the oil leak in the early stages and know that Ford stands by its product, no matter what dealership the customer chooses for repairs.Gratefully, [redacted] , Operations Manager, Sabine River Ford

After some research on the [redacted] truck, since taking delivery in January, the truck has never been back to Sabine River Ford. As this is a new truck and covered under the factory warranty, we would be glad to schedule an appointment.  If the vehicle were brought to us for an oil change, we...

would have found the same issue, which would then start a warranty claim process. This, also, should have been the case at Energy Country Ford the day the leak was detected.Regarding the phone calls, Mr. [redacted], in a state of anger, called on Saturday and spoke with [redacted]. Per Mr. [redacted], Mr. [redacted] continued to berate him over the phone and would not listen to him explain the Ford warranty process and the options available to Mr. [redacted]. Mr. [redacted] continued to be irrational and unnerved, which is understandable; however, the high stress the customer was under prevented him from getting the information he needed to get his vehicle repaired under warranty.The service department that handles warranty repairs is closed on weekends. We understand that vehicle concerns can be very frustrating and at times overwhelming, but this would need to be handled by our service advisors and certified service technicians. The [redacted] called again on Monday, as they had stated, which was transferred to the service department; however, the service advisors were with customers out in the service lane and away from their phones. Additionally, anytime anyone mentions speaking to a lawyer, our lawyer has instructed us to provide his office contact information and to let the legal department take over. When Mr. [redacted] mentioned speaking to an attorney, Mr. [redacted] quickly provided our attorney's name and office contact information.Tuesday, we received a call from Revdex.com regarding the [redacted] concerns and I was asked to reach out to the [redacted].  I called the number that was provided by the Revdex.com, but the lady that answered stated that they were unavailable and would take a message.  Speaking with the Revdex.com again Tuesday afternoon, I stated that I had tried to reach the [redacted], and left a message for them to return my call. I also left the Revdex.com my direct number to have the Revdex.com get the customer to call me for assistance.  As the issue is dealing with an engine and tire issue that would most likely be covered under the Ford Manufacturer Warranty, the [redacted] are welcome to schedule an appointment to bring their truck in for warranty repairs. If the vehicle is still at Energy County Ford, they are also able to have the vehicle repaired under the manufacturer warranty at that location.  Every new vehicle sold has a manufacturer warranty to cover such defects, as vehicles are made by man and there are many parts involved. We are glad that Energy Country and the customer caught the oil leak in the early stages and know that Ford stands by its product, no matter what dealership the customer chooses for repairs.Gratefully,[redacted], Operations Manager, Sabine River Ford

I pulled the file on Mr. [redacted] 2008 Focus. The Extended Service Policy was underwritten by Ford Motor Company.  The mileage when purchased was 23,000 miles and the contract was from 9/12/2011 to 4/21/2014.  The vehicle was a certified pre- owned vehicle.  It was a premium care...

policy with a deductible of $100.00.  I can not find anything on the policy or in Mr. [redacted] file that indicates a refund at the end of the policy term.  I do have a copy of his signed contract which I'm scanning and sending to you.  I'm also sending you what we call a "We Owe" which would state anything owed to Mr. [redacted] when he purchased the vehicle.  If you need any more information please let me know.
[redacted]
COO/ General Manager
Sabine River Ford