MrMatthew V [redacted] Lincoln Customer Viewpoint [redacted] *** Dear MrV [redacted] , My family and I have owned many Fords and Lincolns throughout the years and have purchased mostly new unless it was something that I desired for my car collection I did however in July of this year purchase a Certified Pre-Owned MKZ Hybrid from Sanderson Lincoln on Bell Rd in Phoenix, AZ During the test drive I noticed that the windows were not operating correctly and during the drive to finish the paperwork for an “out of state delivery” which happened in Blythe, CA, the porter that accompanied me noticed a very distinct rattle and couldn’t figure out where it was coming fromI brought this to the attention of Charles L***, Service Advisor, and it was very apparent that he did not want to deal with any issues that involved me or my car, even though I had a “WE OWE” for the issues and I always had my MKZ serviced there whenever I was in town I gave them the new car to fix the windows and rattles only to have it given back to me the following day unfixed and a “no problem found at this time” on the documentDuring all of this, I was told by Jim L [redacted] , Sales Manager, that they would find another car and credit me back the full amount that I paid cash for and apply that to the replacement vehicleI immediately alerted the tax office in my county in Texas that there probably would be a title and tax change and they said it would be no problem In the meantime, I kept taking the car back in every time the windows failed and complained about the rattling noises and they didn’t even right up a repair order They just took the car for a few minutes and then gave it back to me and the windows would work for another day or two I finally went in and their lead technician was willing to ride with me to experience the rattling but was very rude and demanded that I turn off my dash camera before he would go with meI obliged but was not happy about the way I was treated as it was demanded of me, not askedOne of the rattles which was in the headlining near the rear view mirror happened immediately before we even drove feet He told me that they would “just stuff some more insulation up there” to fix thatI left the car with them once more and said there was also a rattle coming from both “B-pillars” as well as another rattle that could not be identifiedAfter several visits to Sanderson Lincoln begging them to get me out of this car as promised, I called Lincoln Concierge for help and when Sanderson found that out, I was called by Jim L [redacted] and told that I was no longer welcome at their dealership and that they don’t want to sell me another car or fix anything of mine in the future and that he never said they would get me into another vehicle to replace this one(BTW, this is the same dealership that refused to sell me a new Lincoln Navigator back in and I ended up purchasing with cash, of them from Covey Lincoln, that existed at that timeBelieve me, I almost cried when they went out of business) I finally, with the help of Lincoln Concierge, got the car to a dealership, [redacted] Lincoln in Phoenix AZ, and they were able to not only fix the window issue which was actually a technical service bulletin in the “oasis” on my car by the VIN, as well as a notice on that same “oasis” for a fix for the reprogramming of the turn signals that were not operating correctly and cancelling prematurely and at times I couldn’t get them to shut offThey also identified the final rattle as a connector to the main touch control center on the center console and replaced the entire cluster under warranty At my last/current visit to [redacted] Lincoln, they also acknowledged the obvious severe sagging in the rear of the car as it sat in the service drive ready for me to pick up They are working on it as I write this letter to you Still, with as many issues as I’ve had with this particular car, I am a brand loyalist and also still have my MKZ (which everyone wants to buy from me and now I’d rather drive that than my newer MKZ that I just purchased) I want you to know that Sanderson Lincoln does “spin” surveys that they deem will come back negatively on them and I’m sure that other dealerships do this as well, however, I do not believe with all my soul that they deserve the right to be a “Black Label” dealership as they cannot be trusted to both fix a car or show the courtesy that every Lincoln owner deserves Lincoln Concierge did change my email back to where it is correct so that my correct email was in the system but I did not receive this survey until 11/10/and the expiration date to respond was September 28, I am so upset with the selling dealership and how rudely I was treated by Charles L***, Ken (service mgr), and the sales management reneging on their offer to replace the car and that nothing was ever fixed by them and then told I was not welcome there any longer I’ve even had my sales representative from Sanderson Lincoln call me to see where I finally was getting my car fixed so that he could use them as well because he was being given the “run around” by the service department at Sanderson Lincoln as well with his girlfriend’s MKXIf that doesn’t speak volumes… I am also attaching a copy of the survey I finally received on November 10, that was dated August 29, I truly hope that this letter finds its way to the proper “powers that be” so that this doesn’t happen to another Lincoln owner and drive them to another brand as I am now considering doing
We are sorry that Mr [redacted] is dissatisfied with his service visit to our facility We performed maintenance services on Mr***’s truck and did some repairs that were covered under his warranty We sympathized that Mr [redacted] uses his truck for business purposes and since our rental vehicle provider, Enterprise Car Rental, does not allow towing with their vehicles, we waived Mr***’s $warranty deductible to assist finding his own rental that would let him tow trailers If Mr [redacted] had been charged a warranty deductible, it would have appeared under the miscellaneous charges on the repair order The only charges there are for the standard shop supply charges which we charge all customers These charges cover the cost of everything from protective seat covers and floormats as well as other needed supplies That charge for shop supplies is $in the miscellaneous charges column on his repair order Mr [redacted] has the “Ford Certified Pre-Owned Powertrain Care” warranty on his vehicleThe air conditioner actuator is not covered by this warranty Mr [redacted] was aware the part was not functioning properly before he brought the vehicle into us If he purchased another, non-Ford brand of extended warranty from [redacted] that would cover air conditioning components, we were not made aware of it At the time Mr [redacted] brought his vehicle into us, there were no diagnostic codes stored in the vehicle control system Our tech could not duplicate his concern at the time We charged Mr [redacted] an $diagnostic fee When our service manager attempted to speak with Mr***, the customer was verbally abusive and continued to use foul and offensive language so our service manager, after asking Mr [redacted] several times to calmdown, decided to end the call We understand that an intermittent running problem can be difficult to diagnose.Mr [redacted] requested a refund of the $diagnostic fee, which we are willing to refund and a refund of a $deductible which we are not willing to do as he was never charged for this.We will be happy to refund Mr [redacted] his $diagnostic charge
We always strive for customer satisfaction and we apologize that this customer is unhappy with the results of their vehicle repair The vehicle was towed in, not runningWe were able, after testing the starting system to get it to fail We repaired the starting system and the customer was able to drive the vehicle At the time we had the vehicle here, we did a courtesy multi point inspection The headlights worked just fine although the vehicle does need other repairs which the customer declined We offered for the customer to bring the vehicle back in and we would review the issues and our repair procedures The customer opted to take the vehicle somewhere else We did not test the charging system which includes the alternator at the time the vehicle was here Our repair fixed the starting problem and the customer was charged hours labor to test the starting system until we were able to get the vehicle to not start and to repair the cable connection We feel our repair did address the no start & stall condition that the vehicle was towed in for However, as a gesture of goodwill we would like to offer to refund half of the labor costs involved since the customer was inconvenienced by the charging system/alternator failureIt is possible the alternator failed due to the battery cable shorting out, we cannot know that We hope the customer will find our refund offer of $acceptable which reflects half of the labor costs on this repair
MrMatthew V [redacted] Lincoln Customer Viewpoint [redacted] *** Dear MrV [redacted] , My family and I have owned many Fords and Lincolns throughout the years and have purchased mostly new unless it was something that I desired for my car collection I did however in July of this year purchase a Certified Pre-Owned MKZ Hybrid from Sanderson Lincoln on Bell Rd in Phoenix, AZ During the test drive I noticed that the windows were not operating correctly and during the drive to finish the paperwork for an “out of state delivery” which happened in Blythe, CA, the porter that accompanied me noticed a very distinct rattle and couldn’t figure out where it was coming fromI brought this to the attention of Charles L***, Service Advisor, and it was very apparent that he did not want to deal with any issues that involved me or my car, even though I had a “WE OWE” for the issues and I always had my MKZ serviced there whenever I was in town I gave them the new car to fix the windows and rattles only to have it given back to me the following day unfixed and a “no problem found at this time” on the documentDuring all of this, I was told by Jim L [redacted] , Sales Manager, that they would find another car and credit me back the full amount that I paid cash for and apply that to the replacement vehicleI immediately alerted the tax office in my county in Texas that there probably would be a title and tax change and they said it would be no problem In the meantime, I kept taking the car back in every time the windows failed and complained about the rattling noises and they didn’t even right up a repair order They just took the car for a few minutes and then gave it back to me and the windows would work for another day or two I finally went in and their lead technician was willing to ride with me to experience the rattling but was very rude and demanded that I turn off my dash camera before he would go with meI obliged but was not happy about the way I was treated as it was demanded of me, not askedOne of the rattles which was in the headlining near the rear view mirror happened immediately before we even drove feet He told me that they would “just stuff some more insulation up there” to fix thatI left the car with them once more and said there was also a rattle coming from both “B-pillars” as well as another rattle that could not be identifiedAfter several visits to Sanderson Lincoln begging them to get me out of this car as promised, I called Lincoln Concierge for help and when Sanderson found that out, I was called by Jim L [redacted] and told that I was no longer welcome at their dealership and that they don’t want to sell me another car or fix anything of mine in the future and that he never said they would get me into another vehicle to replace this one(BTW, this is the same dealership that refused to sell me a new Lincoln Navigator back in and I ended up purchasing with cash, of them from Covey Lincoln, that existed at that timeBelieve me, I almost cried when they went out of business) I finally, with the help of Lincoln Concierge, got the car to a dealership, [redacted] Lincoln in Phoenix AZ, and they were able to not only fix the window issue which was actually a technical service bulletin in the “oasis” on my car by the VIN, as well as a notice on that same “oasis” for a fix for the reprogramming of the turn signals that were not operating correctly and cancelling prematurely and at times I couldn’t get them to shut offThey also identified the final rattle as a connector to the main touch control center on the center console and replaced the entire cluster under warranty At my last/current visit to [redacted] Lincoln, they also acknowledged the obvious severe sagging in the rear of the car as it sat in the service drive ready for me to pick up They are working on it as I write this letter to you Still, with as many issues as I’ve had with this particular car, I am a brand loyalist and also still have my MKZ (which everyone wants to buy from me and now I’d rather drive that than my newer MKZ that I just purchased) I want you to know that Sanderson Lincoln does “spin” surveys that they deem will come back negatively on them and I’m sure that other dealerships do this as well, however, I do not believe with all my soul that they deserve the right to be a “Black Label” dealership as they cannot be trusted to both fix a car or show the courtesy that every Lincoln owner deserves Lincoln Concierge did change my email back to where it is correct so that my correct email was in the system but I did not receive this survey until 11/10/and the expiration date to respond was September 28, I am so upset with the selling dealership and how rudely I was treated by Charles L***, Ken (service mgr), and the sales management reneging on their offer to replace the car and that nothing was ever fixed by them and then told I was not welcome there any longer I’ve even had my sales representative from Sanderson Lincoln call me to see where I finally was getting my car fixed so that he could use them as well because he was being given the “run around” by the service department at Sanderson Lincoln as well with his girlfriend’s MKXIf that doesn’t speak volumes… I am also attaching a copy of the survey I finally received on November 10, that was dated August 29, I truly hope that this letter finds its way to the proper “powers that be” so that this doesn’t happen to another Lincoln owner and drive them to another brand as I am now considering doing
We are sorry that Mr [redacted] is dissatisfied with his service visit to our facility We performed maintenance services on Mr***’s truck and did some repairs that were covered under his warranty We sympathized that Mr [redacted] uses his truck for business purposes and since our rental vehicle provider, Enterprise Car Rental, does not allow towing with their vehicles, we waived Mr***’s $warranty deductible to assist finding his own rental that would let him tow trailers If Mr [redacted] had been charged a warranty deductible, it would have appeared under the miscellaneous charges on the repair order The only charges there are for the standard shop supply charges which we charge all customers These charges cover the cost of everything from protective seat covers and floormats as well as other needed supplies That charge for shop supplies is $in the miscellaneous charges column on his repair order Mr [redacted] has the “Ford Certified Pre-Owned Powertrain Care” warranty on his vehicleThe air conditioner actuator is not covered by this warranty Mr [redacted] was aware the part was not functioning properly before he brought the vehicle into us If he purchased another, non-Ford brand of extended warranty from [redacted] that would cover air conditioning components, we were not made aware of it At the time Mr [redacted] brought his vehicle into us, there were no diagnostic codes stored in the vehicle control system Our tech could not duplicate his concern at the time We charged Mr [redacted] an $diagnostic fee When our service manager attempted to speak with Mr***, the customer was verbally abusive and continued to use foul and offensive language so our service manager, after asking Mr [redacted] several times to calmdown, decided to end the call We understand that an intermittent running problem can be difficult to diagnose.Mr [redacted] requested a refund of the $diagnostic fee, which we are willing to refund and a refund of a $deductible which we are not willing to do as he was never charged for this.We will be happy to refund Mr [redacted] his $diagnostic charge
We always strive for customer satisfaction and we apologize that this customer is unhappy with the results of their vehicle repair The vehicle was towed in, not runningWe were able, after testing the starting system to get it to fail We repaired the starting system and the customer was able to drive the vehicle At the time we had the vehicle here, we did a courtesy multi point inspection The headlights worked just fine although the vehicle does need other repairs which the customer declined We offered for the customer to bring the vehicle back in and we would review the issues and our repair procedures The customer opted to take the vehicle somewhere else We did not test the charging system which includes the alternator at the time the vehicle was here Our repair fixed the starting problem and the customer was charged hours labor to test the starting system until we were able to get the vehicle to not start and to repair the cable connection We feel our repair did address the no start & stall condition that the vehicle was towed in for However, as a gesture of goodwill we would like to offer to refund half of the labor costs involved since the customer was inconvenienced by the charging system/alternator failureIt is possible the alternator failed due to the battery cable shorting out, we cannot know that We hope the customer will find our refund offer of $acceptable which reflects half of the labor costs on this repair