Maplecrest Ford Lincoln - Service Center

Maplecrest Ford Lincoln responded

Hello, Thank you so much for the huge shout-out to our Maplecrest Ford Lincoln of Union service team. Your kind words and high praise fuels our tanks to deliver the kind of service valued customers like you deserve. We appreciate the opportunity to earn you business and look forward to seeing you again, All the best, Jen Miller Chief Operating and Marketing Officer (908) 964-7700

Maplecrest Ford Lincoln responded

Hello, As a long-standing member of the local business community, Maplecrest takes great pride in its professionalism and integrity. The company takes its customer's reviews seriously and always strives to resolve concerns quickly and effectively. In this situation, Maplecrest employees followed manufacturers recommendations and industry best practices to discuss the matter, even though the customer did not agree. Feel free to contact me directly should you want to discuss further. All the best, Jen Miller Chief Operating and Marketing Officer (908) 964-7700

Maplecrest Ford Lincoln responded

Hello Ejan, Thank you for bringing this matter to our attention. We take great pride in our reputation as a long standing member of the local business community and never want to hear from customers that we have let them down. Please contact me directly to discuss so that we may look into the matter further. Jen Miller Chief Operating and Marketing Officer (908) 964-7700

Maplecrest Ford Lincoln responded

Thank you for the opportunity to earn your business. We appreciate you posting this awesome, five-star review of your experience at Maplecrest Ford Lincoln of Union. Our service department strives every day to earn your business with professional and efficient service that delivers 100% customer satisfaction. Thank you for recognizing the efforts of our team. We will continue to work hard for you each and every day. All the best, Jen Miller Chief Operating and Marketing Officer (908) 964-7700

Maplecrest Ford Lincoln responded

Thank you so much for posting this awesome, five-star review of your experience at Maplecrest Ford Lincoln of Union. We strive every day to earn your business with professional service and 100% customer satisfaction. We will continue to work hard for you in both our service and sales departments each and every day. All the best, Jen Miller Chief Operating and Marketing Officer (908) 964-7700

Maplecrest Ford Lincoln responded

Hi Mr. Cribb, After reviewing company records and discussing the matter with the service team, the company found the following: The customer made an appointment and arrived at the dealership for a routine oil change on 5.4.19. The customer requested that the service adviser review general maintenance for his vehicle based on the mileage of the car. The service adviser suggested new spark plugs based on the manufacturers maintenance recommendations.The customer approved the replacement and the dealership completed the repair. According to phone records, the customer did not appear to contact the dealership again until 5.8.19 when the customer called the service adviser with a new concern of a faulty back-up camera. The service adviser immediately suggested that the customer return for a free diagnostic of the issue. The service adviser indicated that no additional fees would be charged or discussed until a technician had the opportunity to properly review the customer's concern. A senior member of the team contacted the customer as well and reiterated that the dealership intended to ensure the customer's satisfaction and that the dealership requested the opportunity to review the concern. The customer has arranged to bring the vehicle to the dealership for review, at which time a technician will make a proper diagnosis and determine next steps. As always, the customer is encouraged to contact a senior member of the team personally to discuss the matter further. All the best, Jen Miller COO (908) 964-7700

johncribb responded

I CANNOT BELIEVE THIS PLACE OR FORD AT ALL. Now because i had my truck serviced and the backup camera no longer works. I'm Being told it will cost me 700.00 to fix this. This is absolutely the worst company. Do not buy a ford, do not trust their committment to their vehicles. IN MY OPINION FORD DOES NOT CARE ABOUT THE QUALITY OF THEIR VEHICLES. BEFORE YOU BUY PLEASE REVIEW OTHER OPTIONS, LOOK AT THE CURRENT PAINT ISSUES THEY HAVE, LOOK AT HOW JUST AFTER 100K EXTENDED WARRANTY THEIR EQUIPMENT STARTS TO FAIL (BACKUP CAMERA) i WILL CONTINUE TO WRITE POORLY ABOUT FORD SERVICE EVERYWHERE I GO BECAUSE I FEEL THEY SCREW EVERYONE. PLEASE DO NOT BUY A FORD YOU WILL BE WASTING THOUSANDS OF DOLLARS ON EQUIPMENT FAILURES THAT THEY WILL NOT COVER.

Maplecrest Ford Lincoln responded

Hi LaFonz mkz, Thank you for recognizing the efforts of Team Maplecrest Ford Lincoln of Union and for posting this awesome, five-star review of your experience. We appreciate your kind words ad recommendation to others. Nothing makes us happier than a satisfied customer that shares the love. Thank you for being an outstanding and valued . We client. We appreciate the opportunity to earn your business, all day and every day. All the best, Jen Miller Head of Brand Transformation and Consumer Experience (908) 964-7700

Maplecrest Ford Lincoln responded

Dear Ms. Cohen, Thank you for bringing to Maplecrest Ford Lincoln of Union's attention your concerns about your recent visit. We take these issues seriously as we always want to ensure 100% customer satisfaction. To that end, the Dealership immediately reviewed its records, including the original deal signed by the customer. Dealership managers also left voice-mail messages to discuss the matter directly. The Dealership would like to share the results of its findings: * On Friday, March 22nd, the customer spoke with a Maplecrest Ford Lincoln of Union Service Adviser (SA) in the morning and the SA wrote a ticket for what the customer described as a noise heard in the vehicle. The interaction took place at approximately 8:44 am. * The SA offered to the customer a five-passenger Ford Fusion (not a Ford Focus) as a loaner vehicle to be used while the customer's car was being diagnosed and in the service shop. * The customer declined use of the five-passenger Ford Fusion, claiming "Ford's policy for a lease vehicle, if any problems arise and needs service, would provide a loaner vehicle of the same or better." * At approximately 9:15 am, a senior-member of the Maplecrest Ford Lincoln team (Manager) offered to speak with the customer, at which time they went to a private office to discuss the matter. * The customer reiterated the complaint, claiming the Ford Fusion was too small for the customer and the customer's family. * The Manager explained that there were no more SUVs in the loaner fleet at that time and that other customers had not yet returned their loaner vehicles. The Manager asked if the customer had been promised a specific vehicle and the customer said no; however, the customer again asked for an SUV large enough for the customer's family. * The Manager assured the customer that as soon as an SUV became available for the customers' use, the dealership would provide the vehicle and would, in fact, drop off the vehicle for the customer's convenience. * Having declined use of a five-passenger Ford Fusion, the customer left in the customer's own 2018 Ford Escape at approximately 9:30 am (Friday, 3/22). * At approximately 5:00 pm on Friday, March, 22nd, Maplecrest's SA called the customer to let customer know that an SUV was still unavailable, and that the Dealership would call when one became available. * At approximately 9:20 am on Monday, March 25th, the SA contacted the customer to inform that an SUV had become available. * Phone records indicate that the customer contacted the Dealership again on 3/25 at 3:47 pm and scheduled an appointment in April. In addition to these events, the Dealership would like to provide the following: * Ford Motor Company does not have an explicit loaner vehicle policy that indicates "the same or better" vehicle must be offered at the time of service. In fact, as a courtesy and benefit to its Ford customers Maplecrest Ford Lincoln of Union provides a free loaner vehicle that is allocated based on availability. As a matter of best practices, the Dealership makes every effort to accommodate the schedules of its customers; however, the Dealership does not guarantee a specific loaner vehicle based on the customer's own car ("as good or better"). Please reference the 2018 Model Year Ford Warranty Guide for further guidance as to what is/is not covered. * No additional information in the customer's deal package references a Ford Motor Company Policy or even a specific Maplecrest Ford Lincoln addendum that would indicate that the Dealership was obligated to provide a specific loaner vehicle. * Maplecrest Ford Lincoln of Union has a long-standing reputation for the utmost care of its customers. Never during the events described above did any team member attempt to cause undue disrespect of the customer. We encourage the customer to discuss further concerns directly with the Dealership and ask that a personal call be made to Jen at (908) 964-7700. Read less

Lessor Beware responded

Maplecrest Ford Lincoln , Vauxhall NJ , called to let me know they have a Ford Escape for me, so I can get my Leased 2018 Ford Escape service. THEY SHOULD HAVE EXTENDED THIS TO ME BEFORE I MADE A FORMAL COMPLAINT WITH FORD MOTOR COMPANY HEADQUARTERS AND DIRECTLY TO MAPLECREST FORD LINCOLN, VAUXHALL NJ. THIS IS JUST BAD CUSTOMER SERVICE.

Maplecrest Ford Lincoln responded

Hello "Clueless Customer," We think you are on to something (and not Clueless") and appreciate your wonderful shout-out to our Maplecrest Ford Lincoln of Union team and, specifically, team member, Brian Benson. Thank you for being a valued customer and for taking the time to post this wonderful review. Brian works hard every day to deliver the best quality customer service around by taking time with his customers to explain the details We're so happy to know that Brian made your day. Your recognition of his efforts makes ours, and means that he hit the mark. All the best, Jen Miller Head of Brand Transformation and Consumer Experience (908) 964-7700

Maplecrest Ford Lincoln responded

Hello, We have discussed your concerns directly and while we have worked diligently to address your vehicle issues, we understand that you are still unhappy with your Ford vehicle. Should you have additional comments that you'd like to share, please feel free to contact me directly. All the best, Jen Miller Head of Brand Transformation and Consumer Experience (908) 964-7700