Jessie Schumacher | Page 2

Lake Ford responded

Thank you for your feedback, and we’re sorry to hear that you were unhappy with your experience. We understand how frustrating it can be to incur charges for a diagnostic check. Our diagnostic fees are standard practice to cover the time and expertise required to properly assess a vehicle, but we do understand how it can feel like an extra charge when you're already paying for repairs. We strive to be transparent with our pricing and services upfront, and we apologize if this wasn’t clearly communicated during your visit. If you feel there was any confusion or misunderstanding regarding the charges, please reach out to us directly so we can look into the situation and see if there’s anything we can do to address your concerns. We genuinely value our customers and want to ensure that everyone feels they’ve received fair service. Thank you again for sharing your thoughts, and we hope to have the opportunity to make things right.

Lake Ford responded

Thank you for sharing your feedback. We are truly sorry to hear that your experience did not meet your expectations, and we understand how frustrating it can be when things don’t go as planned. We want to clarify that we value every customer and aim to provide the best possible service. In rare cases, the only time we would suggest a guest not return is if there has been disrespect toward our staff or a breakdown in mutual respect. It’s important to us that all customers feel heard and treated with courtesy, and we work hard to maintain a professional environment for both our team and guests.

Lake Ford responded

Thank you for taking the time to share your feedback about your recent visit. We appreciate your business and apologize for any inconvenience you've experienced regarding your extended warranty inquiry. We're glad to hear that your oil change was completed successfully. However, we understand that your question about the extended warranty has not been addressed in a timely manner, and for that, we sincerely apologize. Your concerns are important to us, and we're committed to resolving them as promptly as possible. A member of our team will be reaching out to you shortly to answer your question. We value your trust and appreciate your patience as we work to rectify this situation. Thank you for bringing this to our attention, and please do not hesitate to contact us if you have any further questions or require immediate assistance.

Lake Ford responded

Thank you for sharing your feedback about your recent experience with us. We take customer reviews seriously, as they provide valuable insights to improve our services. Firstly, we want to express our utmost concern regarding the reported incident involving one of our employees. We want to emphasize that we do not tolerate any form of verbal abuse, offensive language, or disrespectful behavior toward our employees or customers. It is important for everyone to be treated with respect and dignity. Regarding the issue with your car, we apologize for the transmission problems that occurred after your visit. We understand your frustration and disappointment. We attempted to explain that the transmission issue is not associated with the overheating problem for which you brought your car in. Sometimes, unforeseen issues can arise, especially with higher mileage vehicles, and we regret any inconvenience this may have caused you. Once again, we apologize for any negative experience you had and assure you that we are committed to providing a respectful and satisfactory experience for all our customers.