Sakelaris Ford Lincoln of Camdenton

Hello I am [redacted] the owner I have empowered my General Sales manager [redacted] to reach out to the customers and to try to find some resolve At the end of the day we strive for customer satisfaction as that is the heart of our business We service several thousand customers a month and just being honest, it sounds like we could have done things better on the communication side with this customer The end result is the car was fixed properly but we failed to effectively communicate back and forth with the customer We had hired several new employees and there was a bit of learning curve that it seems we could have done a lot better on For that I apologize.My General Manager, [redacted] called the folks and after addressing all complaints and concerns tonight, agreed that we really could have communicated much better than we did Because of that, [redacted] offered a complimentary $Gift card for dinner for him and his familyBoth agreed the husband and wife are happy and [redacted] will meet them Thursday in Eldon to drop off gift cardThey also stated after this kind gesture and time, they would indeed take down any negative claims they have upon us and will in the future give us "another" chanceLet me know if you need anything elseI am really glad that [redacted] and the customers were able to talk things through We look forward to hopefully earning the customers business future business.For the sake of the Revdex.com the complaint has been resolvedAnd again we sincerely apologize to the customers for the miscommunication.Thanks, [redacted] Owner

Initial Business Response / [redacted] (1000, 5, 2015/10/07) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: ***@sakelaris.com Hello my name is [redacted] and I am the owner of Sakelaris Ford Lincoln of CamdentonI would like to personally reply to the complaint of Mrs [redacted] First of all I would like to start by saying we appreciate and value all of our customers and our number one concern is to make ALL of our customers satisfied and to make their experience at our dealership the best possible Mrs [redacted] had stated she, at the recommendation of her mechanic, brought her car to our Ford Lincoln dealership as it had been dying for years and apparently he could not fix itIn her letter she stated we did fix the six year problem by a simple repairShe is correct, the problem was the mass air sensor just needing to be cleanedIts kind of scary, that the advice of what our parts and labor should cost, that Mrs is getting from her mechanic of six years, is the same guy that did not recognize a six year problem that only needed a mass air flow sensor to be cleaned Back to the facts of the situation, Mrs [redacted] requested a Missouri State Inspection to be doneBy law we adhere to the State of Missouri's rules and regulations for State inspectionsWe found that there was a wiper issue and the wipers did not work properly as well as the headlight were not operating properly It was diagnosed to fix the wipers it would require a switch assembly and a motor assemblyIt was diagnosed to fix the headlight problem that it would require a lighting control moduleNot a headlamp or bulb Our service Writer [redacted] talked to Mrs [redacted] and was explaining the repairs and said he would get her a quote, she said "it has to be done...fix it...I cant drive without fixing...She authorized the repair and we fixed her car We only use Ford parts when fixing a car as they have month/unlimited mile warranty on parts and laborWe are a Ford dealer so all parts nation wide have a LIST price...that is the price we as well as all Ford dealers use..All Ford dealers use time labor guides to see how much time is required for a specific repair....we don't randomly make up prices for parts and laborThe lighting control module from Ford is $but they do not make it anymore so we used a non Ford that was only $ Plus her year car dying problem was now fixed as well for no parts charge You will pay more for Ford parts than you do for aftermarket parts...Mrs [redacted] may be getting some bad information on part prices but that is what the parts and labor prices at a Ford dealership areShe authorized the repair and the work was doneWe followed Fords pricing guidelinesShe can not buy the parts we used on her car for the low ball figures she stated...it just a factShe was offered an exact quote but declined that and said to fix it as it had to be done to drive the car Please contact me at the dealership for any further questionsIf Mrs [redacted] prefers I can gladly speak with her to discuss in more detail to explain our pricing policy of following Ford List price and labor time guideseveryone gets the same deal following that pricing programYou come to a Ford dealer to get fair and quality workWe delivered that commitment Thanks [redacted]

You are correct, our diagnostics did in fact find your Central Junction Box to be bad...It was found to be bad on occasions, as stated before on 4-9-and again on 3-17-when it was replacedYou stated vehicle ran till December. I consulted my parts department and you are correct about the year warrantySo problem solved. If a part failed that we put on the vehicle it has warranty for years from the date of the repair with no mileage limitFurther more the warranty includes for that particular part to be replaced at no charge and will also include no labor charge as well. So if you feel the part did in fact fail please come in with your vehicle and we can test and if the part we sold you had failed it will be replaced at no charge...parts and labor provided it is within years on install. But keep in mind the part can not be taken back but rather replaced if it has failed within the year time frame.The reason for the delay in response was that the Revdex.com had the wrong contact person / information. I have called and this has all been changed in their system for a much more speedy response going forward My recommendation would be to contact our dealership service department and ask for Aaron or Jim and we can get your vehicle in and test it for the bad part installed and if it is in fact bad, we can fix it at no charge under warranty provided you get here before 3-17-18Thank you for you time*** ***

Complaint: ***
I am rejecting this response because:
the faulty junction box that you sold us, is in the possession of Aaron Tait. He told us that he needed to keep it to show to his parts rep. The old junction box is installed in our truck and everything is workingBut, if you would like to replace the faulty junction box then please go ahead. I would also like the cab delay, that your service team unhooked, to be fixed. Your request for me to contact your dealership.....if you need to speak to me, please contact me at the number listed here. I have contacted your dealership numerous times and never gotten a response. Customer service does not seem to be at the top of your list.
*** * *** ***

See attached

Complaint: ***
I am rejecting this response because:
I would assume that when I take my FORD vehicle to a FORD dealer that they would know what they r doing and would have FORD trained mechanics. I would also assume that there diagnostics would know what it is doing. You called and said that our vehicle was read to pick upWe came to pick up on 3/18/16. We turned the engine on and NONE of the problems had been fixed. We never left the parking spot. You had it over the weekend and we picked up on 3/21/16. The service manager told us that it was the cab delay switch and they disconnected it and now everything was workingWe were not happy. So, we left with your new junction box on 3/21/16. The truck would not start December 2016. Put old junction box back in and everything continued and still continues to work. My point is that the junction box that you sold us, that we did not need, didn't even last months. This part should be warrantied or deemed faulty. Your analogy with the heart transplant is a little overboard. I didn't blow an engine. My windows, a/c and radio did not work. I think most doctors would start with medication, on something minor. I've done some research and asked lots of questions to other mechanics and forums. The junction box would not have been there first thing to check. They would have looked for a short or done some reading on common problems. Some sort of communication from Aaron Tait or anyone for that matter, would have been nice. On my end it seems that neither customer service or communication are at the top of your list. I waited months for some response from your dealership, before I contacted the Revdex.com. Then you take months to respond to the Revdex.com complaint I have called around to other dealerships and this part comes with a year warranty.......when I contacted your dealership (12/16) the part was months old.
Sincerely,
*** * *** ***

According to our service records, Mr *** came in on 4-9-with the symptoms of radio issues as well as heater / air issues. We charged $to diagnose the problem. We plugged into the electrical system and found a code that reported a bad Central Junction Box to be the cause.
The customer declined the repair and just paid for the diagnose. Keep in mind that was on 4-9-2014. ( that is all on page of the attachment ) Then on 3-17-2016, almost years later, the same customer with the same truck comes into service with the same air issues and now windows are not working properly. We again plugged into the electrical system of the truck and it gave us the code for a bad Central Junction Box and this was replaced. We tested and our notes show this repaired the situation. ( page of attachment ) Then on 3-21-the customer came back and stated still having some electrical issues....we explained first and foremost, step is we have to replace what we find is bad ( which was the Central Junction Box ), now if there are additional items that have failed or are bad then that is step 2. But we must fix what we know is bad to be able to move on to fix other issuesNow granted if there are additional issues that are found to be causing problems, we can fix but it would be in addition to the obvious initial repair. ( just like in health care...fix what is certain to be wrong and fix what ever else comes up after that...but cant just skip to a heart transplant until we fix the things in order along the way ) There are steps and procedures and we fixed what was found to be bad. That was times the Central Junction Box tested and proved to be faulty. Once on 4-9-and then on 3-21-16, so we replaced it. ( all this is on Page of the attachment ) Notice on page of the attachment that we left the ticket open until 5-5-16, which means we held the ticket in an open status to see if the customer wanted to go further and let us track down what else is wrong to fix their concerns. The customer was given the old Central Junction Box back ( when in reality the dealership gets a $core by sending the old one back, and we priced the new Central Junction Box in accordance with getting the $core charge back...so that ultimately cost us $by releasing the core back to the customer ). The dealership does not know why the truck stopped running on 12-because we had never had an opportunity to diagnose the condition. And if the customer put the old Central Junction Box back in it the truck, the old unit could work at some capacity, keeping in mind everything runs through it and because it tested bad, it could still have capacity to start the truck. What we are saying here is the truck has 180,plus miles on it and its years old. There can be many reasons there are electrical issues...mice can chew on wires, there can be shorts, bad fuses, worn wiring, broken wiring, bad resistors and the list goes on and on. We fixed what was tested, confirmed and known to be bad. If there are additional items that need to be addressed we certainly can do so but those item would be in addition to the initial repair. There are no returns on electronics period by the Manufacture or dealership, we contacted the factory to see if there was an exception or any good will but because it was a electronic component it was denied. We apologize if that was not communicated to you As a dealership we value all our customer and strive for 100% satisfaction. If the customer would like us to look at the truck to see what else, or get a quote on what it takes to fix their issues, we would waive the $diagnosis. Please let us know if the customer would like to go that route Thanks *** *** Owner

Initial Business Response /* (1000, 5, 2015/10/07) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@sakelaris.com
Hello my name is [redacted] and I am the owner of Sakelaris Ford Lincoln of Camdenton. I would like to personally reply to the...

complaint of Mrs [redacted]. First of all I would like to start by saying we appreciate and value all of our customers and our number one concern is to make ALL of our customers satisfied and to make their experience at our dealership the best possible.
Mrs [redacted] had stated she, at the recommendation of her mechanic, brought her car to our Ford Lincoln dealership as it had been dying for 6 years and apparently he could not fix it. In her letter she stated we did fix the six year problem by a simple repair. She is correct, the problem was the mass air sensor just needing to be cleaned. Its kind of scary, that the advice of what our parts and labor should cost, that Mrs is getting from her mechanic of six years, is the same guy that did not recognize a six year problem that only needed a mass air flow sensor to be cleaned.
Back to the facts of the situation, Mrs [redacted] requested a Missouri State Inspection to be done. By law we adhere to the State of Missouri's rules and regulations for State inspections. We found that there was a wiper issue and the wipers did not work properly as well as the headlight were not operating properly.
It was diagnosed to fix the wipers it would require a switch assembly and a motor assembly. It was diagnosed to fix the headlight problem that it would require a lighting control module.... Not a headlamp or bulb.
Our service Writer [redacted] talked to Mrs [redacted] and was explaining the repairs and said he would get her a quote, she said "it has to be done...fix it...I cant drive without fixing...She authorized the repair and we fixed her car.
We only use Ford parts when fixing a car as they have 24 month/unlimited mile warranty on parts and labor. We are a Ford dealer so all parts nation wide have a LIST price...that is the price we as well as all Ford dealers use..All Ford dealers use time labor guides to see how much time is required for a specific repair....we don't randomly make up prices for parts and labor. The lighting control module from Ford is $799.69 but they do not make it anymore so we used a non Ford that was only $595.32.
Plus her 6 year car dying problem was now fixed as well for no parts charge.
You will pay more for Ford parts than you do for aftermarket parts...Mrs [redacted] may be getting some bad information on part prices but that is what the parts and labor prices at a Ford dealership are. She authorized the repair and the work was done. We followed Fords pricing guidelines. She can not buy the parts we used on her car for the low ball figures she stated...it just a fact. She was offered an exact quote but declined that and said to fix it as it had to be done to drive the car..
Please contact me at the dealership for any further questions. If Mrs [redacted] prefers I can gladly speak with her to discuss in more detail to explain our pricing policy of following Ford List price and labor time guides. everyone gets the same deal following that pricing program. You come to a Ford dealer to get fair and quality work. We delivered that commitment.
Thanks [redacted]

Hello I am [redacted] the owner.  I have empowered my General Sales manager [redacted] to reach out to the customers and to try to find some resolve.  At the end of the day we strive for customer satisfaction as that is the heart of our business.  We service several thousand...

customers a month and just being honest, it sounds like we could have done things better on the communication side with this customer.  The end result is the car was fixed properly but we failed to effectively communicate back and forth with the customer.  We had hired several new employees and there was a bit of learning curve that it seems we could have done a lot better on.  For that I apologize.My General Manager, [redacted] called the folks and after addressing all complaints and concerns tonight, agreed that we really could have communicated much better than we did.   Because of that, [redacted] offered a complimentary $50 Gift card for dinner for him and his family. Both agreed the husband and wife are happy and [redacted] will meet them Thursday in Eldon to drop off gift card. They also stated after this kind gesture and time, they would indeed take down any negative claims they have upon us and will in the future give us "another" chance. Let me know if you need anything else. I am really glad that [redacted] and the customers were able to talk things through.  We look forward to hopefully earning the customers business future business.For the sake of the Revdex.com the complaint has been resolved. And again we sincerely apologize to the customers for the miscommunication.Thanks,[redacted]Owner

Hello and Thank you the opportunity to resolve the complaint regarding Mr. [redacted] came to the dealership on 7/9/2016 for the purchase of a Used truck. After working with his salesman Brandon Cooper he chose to purchase a 2007 Ford F150 with 86,138 miles...

on it. As all units sold here, he purchased a vehicle that was Serviced & Mo. State Inspected prior to taking delivery. During the time of purchase he was explained that the vehicle was purchased "AS-IS" with NO WARRANTY and signed documents stating this on multiple occasions, including optional Warranty Coverage offered in our Finance Dept. However, it is my understanding he noticed engine noise after he purchased over the weekend. He then was instructed to bring the Truck back for a diagnostics test I service and was told he had a Cam Phaser going out and was given an estimate of $2500. He then chose to go to an outside mechanic shop to have repaired. I have spoken to him today and had a very positive conversation in regards to us wanting to keep a happy customer. We left it that he will be in this Sat and meet with myself and the service Director to try and have a resonable resolution for both parties. Thank you for your time, and on behalf of the Sakelaris Auto Group, I apologize for the inconvenience but will assure you we will do everything in our power to resolve the issue amicably with Mr. [redacted].   Sincerely,      [redacted]General Manager