Stevens Ford Lincoln

In response to this consumers complaint, I submit the following While it may seem to our customer that the timing could have been better, the reality is that when a vehicle repair is being covered by a warranty claim, the warranty company has very specific guidelines and requirementsThe warranty application requires photographs of the failed part, description and diagnosis from the repair facility among other possible requirementsThen wait for the warranty company to approve or decline coverage With respect to the part being from "a junk yard" I am hard pressed to think that anyone in our employ would ever tell a customer thatThe fact is the warranty company mandated that we replace the failed component with a USED partBoth timesWe get these parts from reputable parts distributorThe part was not installed incorrectly, it was a used part that simply failed I am not certain where the consumer purchased the vehicle from but it sounds like it was not purchased from a franchised Ford dealerAs a result, they purchased a "third party" warrantyIt is always better to purchase a pre-owned vehicle from a franchised dealership that sells that brandWe offer Ford extended service plans to all of our customersIn this case if the consumer purchased a Ford ESP there is a rental vehicle provision that would have saved the consumer quite a lot of money, and quite possibly a lot of time When the vehicle was towed back to our dealership, I believe it was a Saturday, we looked at the vehicle that dayThe "third party" warranty company required we re-install another USED partThat part had to be orderedI'm sure everyone involved can understand thatWe received the part on either Tuesday or Wednesday, completed the repair and road tested the vehicle as usualAny delay was caused by the weekend and having to located and order a used component I take exception with this consumer calling Stevens Ford unprofessional and incompetentI think that assessment is inaccurate, misguided and uninformedOur service Director spoke with the consumer and offered to pick up the vehicle, have it professionally cleaned and detailed and returned to him as to not inconvenience him any further, addressing the concern that there were grease marks left by the technicianThat offer was refused by the consumer Frederick N [redacted] General Manager Stevens Ford Lincoln

Good afternoon,
After reviewing this issue it was determined that an error was made and a check for the difference between the purchase price and the advertised price was drawn in the amount of $1761.00 on May 6th and mailed May 8th to [redacted].
If anyone should need any...

additional information we will be happy to assist in any way.
 
Thank You
[redacted]
General Manager
Stevens Ford Lincoln

Complaint: [redacted]
I am rejecting this response because:While I appreciate Kristen's efforts and sympathy, it is unacceptable to me that her efforts have been ignored by these third party vendors.  If these vendors are sending emails in the name of Stevens Ford, they represent the business.  They should be held to a certain standard as they are corresponding with individuals on behalf of the business.  Perhaps Stevens Ford should consider doing business with other vendors or retaining email accounts for their use only; this information is not something a third party vendor should have access to.  If I provide information to one person, I assume it is for that person's eyes only, not other businesses.  I never gave my email address to Stevens Ford in the first place.  Kristen has assured me time and time again this issue is resolved and again, while I appreciate that, the issue persists.  Clearly, stronger and more forceful action needs to be taken. 
Sincerely,
[redacted]

In response to this consumers complaint, I submit the following.
While it may seem to our customer that the timing could have been better, the reality is that when a vehicle repair is being covered by a warranty claim, the warranty company has very specific guidelines and requirements. The...

warranty application requires photographs of the failed part, description and diagnosis from the repair facility among other possible requirements. Then wait for the warranty company to approve or decline coverage.  With respect to the part being from "a junk yard" I am hard pressed to think that anyone in our employ would ever tell a customer that. The fact is the warranty company mandated that we replace the failed component with a USED part. Both times. We get these parts from reputable parts distributor. The part was not installed incorrectly, it was a used part that simply failed.
I am not certain where the consumer purchased the vehicle from but it sounds like it was not purchased from a franchised Ford dealer. As a result, they purchased a "third party" warranty. It is always better to purchase a pre-owned vehicle from a franchised dealership that sells that brand. We offer Ford extended service plans to all of our customers. In this case if the consumer purchased a Ford ESP there is a rental vehicle provision that would have saved the consumer quite a lot of money, and quite possibly a lot of time.
When the vehicle was towed back to our dealership, I believe it was a Saturday, we looked at the vehicle that day. The "third party" warranty company required we re-install another USED part. That part had to be ordered. I'm sure everyone involved can understand that. We received the part on either Tuesday or Wednesday, completed the repair and road tested the vehicle as usual. Any delay was caused by the weekend and having to located and order a used component.
I take exception with this consumer calling Stevens Ford unprofessional and incompetent. I think that assessment is inaccurate, misguided and uninformed. Our service Director spoke with the consumer and offered to pick up the vehicle, have it professionally cleaned and detailed and returned to him as to not inconvenience him any further, addressing the concern that there were grease marks left by the technician. That offer was refused by the consumer.
Frederick N[redacted]
General Manager
Stevens Ford Lincoln

[redacted] e-mail has been completely removed from our systems for months, but seems to be stubbornly sticking in other vendors' systems (which automatically send e-mails in our name). In this case, we have been trying to get Consumer Connection aka Epsilon to remove [redacted] address. Each time I...

have brought the issue up, they have asked us to verify that information in our DMS (CDK Drive) has been updated; it absolutely has been and I've attached a screenshot to show this. This is the information Consumer Connection -should- be pulling.I have apologized to [redacted] and I do feel bad. There is no reason she should be getting these e-mails. Consumer Connection was informed that she was planning to create a case with Revdex.com. I'm hoping they'll help us -finally- resolve this for [redacted] I offered the simple strategy of marking her as a "Do Not E-mail" but they clearly did not do even that.
We will continue to help [redacted] with this. Consumer Connection is -typically- very cooperative and helpful and I expect that we will resolve this issue one way or another. It's very unusual for an issue like this to persist so long.
Kristen S[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely,
[redacted]