Fair Oaks Ford - Service Center

Poor service On 7/1/16 I brought my 2013 Lincoln MKX in due to the air conditioning not working. Their service associate Anthony gave me the attitude like he could On 7/1/16 I brought my 2013 Lincoln MKX in due to the air conditioning not working. Their service associate Anthony gave me the attitude like he could care less if I was there. I reminded him that I needed a rental and was given a 2016 Lincoln MKZ. I explained to him that I needed something bigger, more like my MKZ and he replied "did you let us know "? I informed him that I had filled out my dealer preferences a long time ago and that the information was in there. He said you are going to have to contact Lincoln stating they were never given that information. The rental was dirty inside with only 1/4 tank of gas. I asking him to put more gas in the car since its a 45minute ride back home, he wasn't very happy. I was finally able to pick my car up on 7/6/16 after they supposedly fixed a leaky hose. On 7/9/16 my air conditioner was not working once again. I sent a message to the repair department on that day and still have not heard a word. I'm extremely upset with having to drive 45minutes each way again to have the air conditioning fixed again! Hopefully for real this time!!! More

Great sales experiance but not service I purchased a new 2016 MKX which has had some problems, thus far; poor back of the seat cooling, squeaky door, headlight warning message, courtesy sea I purchased a new 2016 MKX which has had some problems, thus far; poor back of the seat cooling, squeaky door, headlight warning message, courtesy seat not working properly, a rattle from a speaker and a throttle body malfunction. I am not knocking the car as this is the first model year car and some hiccups are to be expected. First, every time I was there the service staff was courteous even though they were dealing with increasingly frustrated customer and here is why. In total since January (its June now) I have had 5 visits 4 times for the back cooling issue and 5 times for the speaker, 2 times for squeaky door and 3 times for the courtesy seat. There rest were fixed on the first try. Here is my complaint and frustration, the speaker grill is vibrating when playing music, listening to AM or having a phone conversation, touching the speaker grill with my finger lightly makes the rattle go away, in fairness they have replaced the speaker, the grill and the panel (at least that is what I'm being told.) None of these solutions helped, other MKX's don't have this issue on a $1300 sound system option and at no point did Mark or anybody else with whom I dealt with say, "okay we think we fixed the issue let’s sit down in the car and see if it’s still there." I would not expect this after the first visit or even second but FIVE!!! What adds insult to injury is the first two times I offered to show them what the problems are (initially the speaker, the door squeaking and power seat) and both times the offer was refused…”we got it” I was told. They didn’t. One of those time was with the door, I could see the rubber boot was out and was rubbing against the door, they said they fixed it by tightening something up, when I look at it the boot was still out, no biggie, I gave them the benefit of doubt now after the rest of my experiences I don’t believe anybody look at it or looked at it well. Similar experience with the courtesy power seat, which on the 3rd try was not a memory module issue but instead courtesy module issue. The back cooling is a design issue and after 4 visits and an updated module, it is better but still poor performing though not the dealers fault anymore, hope Ford/Lincoln will come up with an appropriate solution. I’m working with Lincoln concierge to arrange the fix of the speaker with another dealer, this shouldn’t be this hard it’s not a software gremlin just a vibrating grill (I put a rubber washer that helped reduce the number of times it vibrates by 50%) In fairness, each time I came they took the vehicle to work on without pushing back and Mark has been courteous when dealing with me so I don’t know if the overall service experience is the dealers fault or Marks but there is a general feeling of churn and burn and if we don’t fix it the first time we will fix it the next time or the 5th time. Maybe the reason they are so busy is because there is never enough time to fix it right the first time? As a Lincoln owner expect a Ford dealer experience and not a Lincoln experience. More