I took my daily driver, a Lincoln Towncar, to O C Welch (https://www.goseeocford.com/) at the beginning of February 2019. I was clear with them on delivery that there was a slow electrical ghost drawing the battery. It was 6 days and numerous messages left on their voicemail before I finally received an update. The update was weak and they said nothing was wrong with the car. I insisted there was a problem and Elizabeth said she'd have a supervisor assess the situation. Another week passed with even more unanswered calls to get an update. I finally reached Elizabeth she told me that there was in fact an issue having to do with the Lighting Control Module. They gave me a total cost of $483 with parts and labor to replace the LCM, which I approved on February 18, 2019. And yet another week passed without a call from them with an update. Again, I would call every other day and leave messages and they'd go unanswered until I finally made it through to them on February 28, 2019. However, the call did not go as I expected when Elizabeth informed me that I owed around $1,600. I was shocked and asked why on earth has the price jumped from $483 to ~$1600? Elizabeth told me she would ask the supervisor to review the situation. Apparently, without my consent on the price increase, they ordered a part that cost ~$900 and installed it. The supervisor, I think his name is Mike, called me directly to let me know the best price he could do would be just under $1,000. I cited a SC law Section 56-33-80 to Mike and he said fine, we'll uninstall the LCM, put me back where I started, and then charge me the $140 diagnostic fee. Needing my daily driver back I had to pay the $1000 and told them I'd be in the next day to pick it up. I arrived, paid, and then spoke with Mr. Welch in person to express my troubles and disbelief in their process. He explained that he'd not have taken the car to begin with, because of it's age, that there is little he could do at this stage, and that the long delays in returned calls and being in their service process took a month was due to a massive recall of a Ford product. O.C. took my information, copied my paperwork, and provided me his card. I had the impression that he was going to look into it and get back to me, but I've heard nothing since our meeting 2 weeks ago. To make matters worse, their repair of the LCM disabled all of the following that had worked prior to my bringing the car in for service with them:
1) I left there lot with my car around dusk, it was getting dark, the headlights were set to auto mode as usual, then I start hearing a rapid clicking sound from the dash and next thing I know I'm driving in the dark because the headlights went out... I pulled over as carefully as I could on busy Hwy 278 and tried different headlight settings. I was able to drive on after I manually set the lights off and then back on. The auto headlight mode has not worked since.
2) 80% of the dash backlighting is disabled. For example, I can no longer see the temp or radio controls at night
3) None of my windows roll up or down after this visit. They did seem to work as I pulled out of their lot (because I had rolled it down to help relieve the stuffiness of a car sitting around basically untouched for the month). It was after that clicking sound in the dashboard that the windows stopped working. The backlight on the window controls turned off at that time and then I had my driver's side window stuck open. Thankfully I was able to manually push it up before a rain later that evening. Again, I can no longer roll them up or down.
In summary, I brought the car in to them on 1 problem, they denied it existed after a long delay, they found a problem after another long delay, they quoted me a price which I consented to pay, charged me another price which I don't agree with, and then left me with a slew of new lighting problems. I feel like I deserve a refund, even a partial refund. At this point I'm in fear of taking the car to them again because I can't afford another month or more without my daily driver and who knows what the new charges will be and/or what new problems will come out of the next visit.