They couldn’t fix a vacuum line problem that affected the
dash controls after three trips. Then, due to a delay getting back, they refused to fix the original problem without charging, even though they didn’
dash controls after three trips. Then, due to a delay getting back, they refused to fix the original problem without charging, even though they didn’t fix it the first three times. We won’t be going back for more…lol
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by Paulandsandy
Service Price Transparency
Jun 30, 2023 -
Lithia Ford Fresno responded
Hi Paul,
We apologize that there have been some diagnostic issues with your vehicle. It is unfortunate to hear we missed the mark with your last visit. Please reach out to me at your convenience so I can learn more and resolve this issue for you. I look forward to speaking with you soon.
Kyle Blackmon
kyleblackmon@lithia.com
Service Manager
Jun 30, 2023 -
Paulandsandy responded
Kyle,
Thanks for the response. I talked to the service manager at the time and he said there was nothing he could do, even though the original problem had never been corrected. He was focused on the time frame involved and and a way to bill for the repairs "We have to pay the mechanic" he said. Well, the mechanic had been paid before, they just didn't fix the issue. It wasn't just the last visit, it was that the original problem was never solved after three trips. Warm air blowing out the defroster vents, trip after trip. We live an hour away and have to bring down two vehicles when the vehicle needs to be dropped off.
Here's the kicker - I got tired of the issue and the attitude of Lithia's service group over the years, so I watched a YouTube video, found a small plastic vacuum line that is involved with the warm water regulation that had broken. Bridged that with the right size vacuum line and everything is working correctly. 3 times and your group couldn't figure it out, and I fixed it myself in 10 minutes with 3 inches of vacuum line. Apparently it is a very common issue, easy to troubleshoot and repair. Many videos on the topic. Makes me wonder what your group did?
I bought the car there 17 years ago and always followed your recommendations for maintenance, tires, fluids, etc. Thousands of dollars of service for your group. I was working with Lithia about selling this vehicle to them. Not anymore. The service manager I talked to had all the answers and he let a simple repair tie his hands, it's too bad.
We gave your group plenty of chances. You lost a lifetime customer over bad work, policy and attitude.
No sense in calling.
Take care, Paul.