Mr*** *** brought his Lincoln LS, with 143,miles into our shop on September 1, to have an abvibration at 60-mph, the whole vehicle and steering wheel would shake or vibrate. He informed us that he have new tires installed and balanced, thought that his
driveshaft needed to be balanced. We test drove his vehicle, and checked the balance on his new tires, purchased elsewhere. The tires were out of balance, the right rear was at inside and on the outside, with lbs of road force, left rear outside, left front inside, outside, right front inside, outside, rebalanced all four tires, road tested, vibration betterThe driveshaft was also out of balance, and has two hose clamps that were installed on the driveshaft, we removed the driveshaft for balancing, and sent to two local shops to try to have balanced and were advised they were unable to balance the driveshaft because the flanges on the driveshaft wouldn’t fit into their equipment for balancingRyan our Service Advisor who originally assisted Mr*** had quoted him $to remove and balance the driveshaft. When the driveshaft was unable to get balanced Ryan tried to get a used driveshaft to stay within the quote he had given Mr***. The first used driveshaft had a worse vibration than the original driveshaft that was in the vehicle. So we sent the 1st driveshaft back and got a second used driveshaft and the noise was better, but there was a noise when driving slow speeds coming from the center support. So we ordered a new center support bearing to get rid of the vibration and noise, along with the 2nd used drive shaft. Ryan was on vacation, so another Service Advisor Mike assisted Mr***, and advised him that we had installed a used driveshaft, and would need to replace the center support bearings, and that we would take care of him and give him a fair price on the additional parts that were need for the repair, along with the charge to rebalance his tires, that were just balanced by another shop, but done incorrectlyWe road tested the vehicle and the vibration was correctedMr*** was also supplied a Lincoln Loaner to use while his vehicle was being repaired, after he requested alternative transportation, at no charge to himWhen Ryan returned from his time off, he talked with Mr*** about the repairs and the charges, and he refused to pay for the additional parts his vehicle needed and the additional services, the tire balance that was done incorrectly elsewhere. Ryan and Mr*** could not come to an agreement about the price, so Mr*** spoke with the Service Manager and came to an agreed price. Mr*** came in the evening when Service was closing and paid for the repairs, but used an additional coupon to take an additional $discount off his repair bill, and drove his car off the lotShortly after Mr*** picked up his vehicle, the check engine light came on his dash and his vehicle ran rough. Mr*** was put back into the FREE Loaner vehicle and was advised that we would run a test on the check engine light and advise him what was needed to repair the vehicle. The check engine light had nothing to do with the vibration in the driveshaft repair that was completedWe performed the check engine light diagnosis at no charge to Mr*** and advised that he had leaking valve cover gaskets, and that cylinder holes were full of oil, which would cause his new coils(installed elsewhere) to short out and cause his vehicle to run rough. The diagnosis also showed that the coolant control valve, throttle positon sensor and left hand, bank oxygen sensor needed to be replaced for the drivability concern he was having. And after replacing these parts, Mr*** may still need a throttle body for one of the codes that came up with the testing. Mr*** declined the repairs, indicating that he would do the repairs himself, because he was an experienced technician himselfWe are sorry that Mr*** has bad feeling towards White Bear Lincoln. We have done everything we could to help him fix his Lincoln LS, with a miles at the agreed price. We are not able to rebuild his vehicle for that priceWe wish him luck with is needed repairs
we have discussed this issue many times again we were given 3 pages of history of the vehicle from Lincoln each sheet is clearly numbered reviewed by the customer and signed by the customer White Bear Lincoln never misrepresented the vehicle and Mr [redacted] constant accusation of this leaves us less desired to help him but that being said our offer still stands with White Bear Lincoln bearing the expense of the portion of the warranty we are willing to pay even though we have no legal or moral obligation in this matter sincerely Tom [redacted]
we have discussed this situation with [redacted] on many occasions due to his service issues I felt offering some form of additional warranty was appropriate I went to Lincoln and was denied a warranty but they offered a year of free maintenance which he received because Lincoln Motor Company denied...
this warranty White Bear Lincoln has offered to reduce a warranty to cost and pay half of that cost which would yield a savings of 1500 to the customer I feel this is a very fair offer especially since the mechanical issues the customer has endured have not been a result of any wrong doing on the part of White Bear Lincoln I reached out to [redacted] several weeks ago with no response I am open to any further discussions.
the cancellations were processed on time and funds were sent the credit union since his loan was paid the money should be forwarded to [redacted] my office is looking into today and wwe will [redacted] when resolved tom [redacted]
I am rejecting this response because:
Due to the misrepresentation of the car I am dealing with many issues. This response is unacceptable. If I would have known about the correct and true repair record I would have never bought the car.The issue is that the dealer misrepresented the car as having no accidents and no body damage. They supplied the repair record with missing damages to the car not on the report. I had to find out from a different dealer on the actual repair records even though White Bear Lincoln represented the record they gave me to being correct and true information. The car was damaged and had 12 hours of body work to fix the damages (again, which was NEVER disclosed). This was never disclosed even though I asked. The dealer lied when saying there was no damages or accidents. Fraudulent and deceitful actions on part of the dealer (White Bear Lincoln). I would like to try to keep this matter out of litigation. Either return the car with a full refund or issue a full warranty (120k - 10yr). These are the options that I am willing to accept.
Mr*** *** brought his Lincoln LS, with 143,miles into our shop on September 1, to have an abvibration at 60-mph, the whole vehicle and steering wheel would shake or vibrate. He informed us that he have new tires installed and balanced, thought that his
driveshaft needed to be balanced. We test drove his vehicle, and checked the balance on his new tires, purchased elsewhere. The tires were out of balance, the right rear was at inside and on the outside, with lbs of road force, left rear outside, left front inside, outside, right front inside, outside, rebalanced all four tires, road tested, vibration betterThe driveshaft was also out of balance, and has two hose clamps that were installed on the driveshaft, we removed the driveshaft for balancing, and sent to two local shops to try to have balanced and were advised they were unable to balance the driveshaft because the flanges on the driveshaft wouldn’t fit into their equipment for balancingRyan our Service Advisor who originally assisted Mr*** had quoted him $to remove and balance the driveshaft. When the driveshaft was unable to get balanced Ryan tried to get a used driveshaft to stay within the quote he had given Mr***. The first used driveshaft had a worse vibration than the original driveshaft that was in the vehicle. So we sent the 1st driveshaft back and got a second used driveshaft and the noise was better, but there was a noise when driving slow speeds coming from the center support. So we ordered a new center support bearing to get rid of the vibration and noise, along with the 2nd used drive shaft. Ryan was on vacation, so another Service Advisor Mike assisted Mr***, and advised him that we had installed a used driveshaft, and would need to replace the center support bearings, and that we would take care of him and give him a fair price on the additional parts that were need for the repair, along with the charge to rebalance his tires, that were just balanced by another shop, but done incorrectlyWe road tested the vehicle and the vibration was correctedMr*** was also supplied a Lincoln Loaner to use while his vehicle was being repaired, after he requested alternative transportation, at no charge to himWhen Ryan returned from his time off, he talked with Mr*** about the repairs and the charges, and he refused to pay for the additional parts his vehicle needed and the additional services, the tire balance that was done incorrectly elsewhere. Ryan and Mr*** could not come to an agreement about the price, so Mr*** spoke with the Service Manager and came to an agreed price. Mr*** came in the evening when Service was closing and paid for the repairs, but used an additional coupon to take an additional $discount off his repair bill, and drove his car off the lotShortly after Mr*** picked up his vehicle, the check engine light came on his dash and his vehicle ran rough. Mr*** was put back into the FREE Loaner vehicle and was advised that we would run a test on the check engine light and advise him what was needed to repair the vehicle. The check engine light had nothing to do with the vibration in the driveshaft repair that was completedWe performed the check engine light diagnosis at no charge to Mr*** and advised that he had leaking valve cover gaskets, and that cylinder holes were full of oil, which would cause his new coils(installed elsewhere) to short out and cause his vehicle to run rough. The diagnosis also showed that the coolant control valve, throttle positon sensor and left hand, bank oxygen sensor needed to be replaced for the drivability concern he was having. And after replacing these parts, Mr*** may still need a throttle body for one of the codes that came up with the testing. Mr*** declined the repairs, indicating that he would do the repairs himself, because he was an experienced technician himselfWe are sorry that Mr*** has bad feeling towards White Bear Lincoln. We have done everything we could to help him fix his Lincoln LS, with a miles at the agreed price. We are not able to rebuild his vehicle for that priceWe wish him luck with is needed repairs
we have discussed this issue many times again we were given 3 pages of history of the vehicle from Lincoln each sheet is clearly numbered reviewed by the customer and signed by the customer White Bear Lincoln never misrepresented the vehicle and Mr [redacted] constant accusation of this leaves us less desired to help him but that being said our offer still stands with White Bear Lincoln bearing the expense of the portion of the warranty we are willing to pay even though we have no legal or moral obligation in this matter sincerely Tom [redacted]
we have discussed this situation with [redacted] on many occasions due to his service issues I felt offering some form of additional warranty was appropriate I went to Lincoln and was denied a warranty but they offered a year of free maintenance which he received because Lincoln Motor Company denied...
this warranty White Bear Lincoln has offered to reduce a warranty to cost and pay half of that cost which would yield a savings of 1500 to the customer I feel this is a very fair offer especially since the mechanical issues the customer has endured have not been a result of any wrong doing on the part of White Bear Lincoln I reached out to [redacted] several weeks ago with no response I am open to any further discussions.
I spoke to the customer after receiving this message . she is bringing proof from her bank and we will be cutting her a check on Tuesday 5/16
the cancellations were processed on time and funds were sent the credit union since his loan was paid the money should be forwarded to [redacted] my office is looking into today and wwe will [redacted] when resolved tom [redacted]
I am rejecting this response because:
Due to the misrepresentation of the car I am dealing with many issues. This response is unacceptable. If I would have known about the correct and true repair record I would have never bought the car.The issue is that the dealer misrepresented the car as having no accidents and no body damage. They supplied the repair record with missing damages to the car not on the report. I had to find out from a different dealer on the actual repair records even though White Bear Lincoln represented the record they gave me to being correct and true information. The car was damaged and had 12 hours of body work to fix the damages (again, which was NEVER disclosed). This was never disclosed even though I asked. The dealer lied when saying there was no damages or accidents. Fraudulent and deceitful actions on part of the dealer (White Bear Lincoln). I would like to try to keep this matter out of litigation. Either return the car with a full refund or issue a full warranty (120k - 10yr). These are the options that I am willing to accept.