Capital Ford of Wilmington

Capital Ford of Wilmington responded

Unfortunately, this review is not an accurate representation of the service experience. In this instance it appears the customer is more inclined to use an online review for leverage, rather than trying to truly resolve any issues. Given his reluctance to remove the review, and my reluctance to bargain for it, I will simply provide our side. The process did end up taking 2 months to resolve, but there were many factors which contributed to that. The customer was seeking assistance from Lincoln, and we did not have an approval from the customer to proceed. We did not receive approval for a few weeks of that time until Lincoln made their decision. The vehicle had a water leak, and a repair had been performed previously by another Lincoln dealership out of state. Based on our inspection of the vehicle during the diagnostic process, it was not a quality repair, which contributed to the difficulty that we experienced. In order to properly diagnose and repair the vehicle, we also needed the assistance of a body shop, which contributed to additional scheduling and time requirements to coordinate and have sublet work performed. We did not fail to keep the client abreast of status of the vehicle repair, but there were gaps of time with no progress. All of which was relayed to the customer. We did not fail to take into consideration identical repairs by another dealership. The poor repair attempt greatly contributed to the difficulty of resolving the customer's complaint. We did not lose control over the scope of the work, but the scope of the work encompassed outside parties which was necessary and added to the timeline. We completed the repairs in as timely a manner as possible given the circumstances and requirements of outside vendor involvement. The vehicle had existing paint damage that was not caused by our facility. This vehicle has areas of damage from rust, paint bubbling, etc. We did not provide false or misleading work progress updates, we simply did not always have progress to report based on the circumstances listed above. We provided the customer with a new Lincoln to drive during this experience at our considerable expense. We also honored our original estimate provided, when the repair cost exceeded the original estimate, and did not pass along that cost to the customer. I feel badly for the customer that his repair concern was not corrected by the original repairing dealership, and that he had to deal with this situation at all. I am sorry that we were not able to provide the level of service he expected, despite our best attempts.