Dwayne Lane's Skagit Ford Lincoln

Dwayne Lane's Skagit Ford Lincoln responded

We would like to respond to your review and the dissatisfaction with our company regarding your vehicles most unfortunate accident and resulting damage. We immediately acknowledged we were responsible for the accident that occurred and the damage to your vehicle. We accepted full responsibility for the incident, and we are all very thankful our employee did not suffer what could have been a serious injury while attempting to rescue the vehicle and minimize the damage. We recognized the inconvenience this caused during such a hectic time in your lives preparing for a move across country and our Controller personally spoke to Mr. Porter immediately afterward. It is regrettable, we were unable to influence a third-party insurance company to work faster and harder for a timelier resolution but unfair to hold us accountable for their actions. We did provide alternative options to accommodate your cross-country move which involved us purchasing your truck. While the truck buying process was longer than anticipated, once terms were finalized, we sent an employee 52 miles to an authorized signer to return with a signed check to ensure you and Mr. Porter received a check the same day. We also apologize for the inappropriate behavior of our staff in the minutes after the accident. The service director , who spoke to you at the accident scene, did send employees back to their work stations and will use this experience and your comments as a teaching experience for our team. Regrettably, we feel we never had the opportunity or ability to remedy your irritability and dissatisfaction of the unintentional damage. After conversations with Mr. Porter, he reiterated to us numerous times, that accidents happen and it was terrible timing with your upcoming move. We do not always perfect days in our 69 years of being in business and serving our communities, but we always work hard and with honesty to correct our mistakes given the opportunity and understanding.

Sandra Porter responded

While I appreciate the response from Dwayne Lanes Skagit Ford, the information in the response is simply incorrect and it is rather unfortunate we had to take this to Dealer Rater to get a response at all. At no point have either of us spoken to the Controller. Nor did the service manager tell staff to return to their work stations after their horrendous behavior at the time of the incident. And yes, while we do understand that accidents happen, there was no resolution on the end of Dwayne Lanes. We ended up selling the vehicle for a less than desirable amount since we were advised that was all Roush would allow since the vehicle would be sold back to Roush. That is also incorrect. The vehicle is now listed on Dwayne Lanes website for sale, without the repairs ever having been done, and for substantially more than we sold it for. There was no effort on the part of Dwayne Lane to resolve this issue despite our several phone calls to them and attempts.