George Fogarty

Lombard Ford responded

Hello Steve, I apologize that the diagnose and approval from Ford to have your vehicle’s engine replaced took a long the time This was in addition to the time to replace your engine. It appears that we received your vehicle on or about September 9th. Our service office was shorthanded as our service advisor left to pursue a different career which left Kyle our Service Manager alone to handle everything in service. We just hired a replacement for Service advisor 3 weeks ago or so which will help Kyle. This made communication between the service office and customers really strained or a long while. We actually had one of our people from our office help when they could with the phones. Once we diagnosed the issue with your vehicle Kyle started the process of getting an approval from Ford Protect, who administers the Ford Extended Service Plans. That process does not happen quickly, as they required us to start a tear down to do a cost cap comparison send many pictures multiple times so they can decide how they want us to repair your vehicle. We requested a Long Block from Ford as we didn’t want to just replace a Short Block and use many of your the parts from your old engine. That process increased the time to get an approval so we could get a Long Block wfor you. I was told we received the final approval after much correspondence back and forth with the claims adjuster at Ford on October 9th. This process is very frustrating for us. I was told we didn’t have we were a rental vehicle available when you needed it as we only have 7 rental loaner vehicles and all of our vehicles were out with other customers. Your Extended Service Plan pays for only 10 days of a rental. The extra time you had our vehicle was paid by Lombard Ford. As I stated above we received the final approval and the ordering instructions from Ford Protect on October 9th, just about one month from when you left us your vehicle. Our parts Department received your Long Block on October 13th. Kyle our service manager assigned the tech who started the tear down of your engine, the repair. Keep in mind we need our service bays and our rentals back so we want to complete the repairs as soon as we can and get another customer into rental and free up the service bays. We turn our rentals so fast, that it leaves little time and sometimes less than an hour from when we get a rental back to the time the rental loaner is back out to another customer which does not enough time to even clean these vehicles. Again, I am sorry for the time line, but there are a lot of moving parts to our procedures that are beyond our control. I am happy you had the extended coverage to pay for the repair. We always try to do best for our customers. I hope you have many more years with your vehicle. Thank you Rob Lombard President Lombard Ford Inc.

Lombard Ford responded

We appreciate your kind words. We all strive to do our best for our customers. Thank you! Rob Lombard

Lombard Ford responded

We truly appreciate you using us for your service needs. It's a pleasure to have a satisfied customer such as yourself. Enjoy your holidays. Your friends at Lombard Ford

Lombard Ford responded

We're so glad you found your experience with us to be pleasant. We do thrive to treat all our customers with the best service. It was certainly a pleasure to have met you both. We hope you enjoy your newly acquired vehicle for many years. Take care. Your friends at Lombard Ford

Lombard Ford responded

You're a favorite of ours. We appreciate your business and your attitude. We hope we'll be here for a long, long time and you will as well. Stay safe Bill! Your friends at Lombard Ford

Lombard Ford responded

There was no improper or misleading actions on our part as alleged. We were contacted by Kelly R. and her dad Alex R. asking how a plan purchased by Kelly could be transferred to Alex. In fact, Kelly requested that we find out what the refundable amount would have been, if she chose to cancel the contract, once the Monthly Payment Program company's loan was paid in full, before she decided to move forward with the transfer of coverage. We did as she requested and provided her that information. At no time did we try to sway the customer to do one thing or another, we worked with them to complete the action they requested which was to transfer the coverage to Alex. We had no prior knowledge at the time of transfer that Alex planned to sell the vehicle within a relatively short period of time from the date of transfer. Had he told us his intentions then a deeper discussion of how to handle the matter could have taken place. The terms of the vehicle service contract pertaining to transferability are found in section 11a, where it also addresses the subject of cancellation once a transfer has been made which clearly states a transferred plan can't be cancelled for a refund.

Lombard Ford responded

Hello Bill. We love Mustangs here at Lombard Ford and want you to love them just as much. Sounds like you do by taking such good care of it. Thank you for your patronage sir! Your friends at Lombard Ford

Lombard Ford responded

Thanks so much for the kind words sir. We certainly appreciate your business, and then for commenting on your time here. We hope your will enjoy your truck for many years. We'll be here for you should you need/want any assistance in the future. Be safe! Your friends at Lombard Ford

Lombard Ford responded

A big THANK YOU for all your years of buying and servicing here at Lombard Ford. Always grateful for your business. Enjoy that vehicle and stay safe out there on the road. Your friends at Lombard Ford