Kyle Greenberg | Page 2

Lombard Ford responded

We appreciate that you chose Lombard Ford to service your RV. The service staff always tries their best to make your service experience enjoyable! Thank you so much! Rob Lombard President Lombard Ford Inc

Lombard Ford responded

We really appreciate you kindness. Our service team always try's their best every day. Thank you so much for putting your trust in us! Rob Lombard President Lombard Ford Inc

Lombard Ford responded

Hello Steve, I apologize that the diagnose and approval from Ford to have your vehicle’s engine replaced took a long the time This was in addition to the time to replace your engine. It appears that we received your vehicle on or about September 9th. Our service office was shorthanded as our service advisor left to pursue a different career which left Kyle our Service Manager alone to handle everything in service. We just hired a replacement for Service advisor 3 weeks ago or so which will help Kyle. This made communication between the service office and customers really strained or a long while. We actually had one of our people from our office help when they could with the phones. Once we diagnosed the issue with your vehicle Kyle started the process of getting an approval from Ford Protect, who administers the Ford Extended Service Plans. That process does not happen quickly, as they required us to start a tear down to do a cost cap comparison send many pictures multiple times so they can decide how they want us to repair your vehicle. We requested a Long Block from Ford as we didn’t want to just replace a Short Block and use many of your the parts from your old engine. That process increased the time to get an approval so we could get a Long Block wfor you. I was told we received the final approval after much correspondence back and forth with the claims adjuster at Ford on October 9th. This process is very frustrating for us. I was told we didn’t have we were a rental vehicle available when you needed it as we only have 7 rental loaner vehicles and all of our vehicles were out with other customers. Your Extended Service Plan pays for only 10 days of a rental. The extra time you had our vehicle was paid by Lombard Ford. As I stated above we received the final approval and the ordering instructions from Ford Protect on October 9th, just about one month from when you left us your vehicle. Our parts Department received your Long Block on October 13th. Kyle our service manager assigned the tech who started the tear down of your engine, the repair. Keep in mind we need our service bays and our rentals back so we want to complete the repairs as soon as we can and get another customer into rental and free up the service bays. We turn our rentals so fast, that it leaves little time and sometimes less than an hour from when we get a rental back to the time the rental loaner is back out to another customer which does not enough time to even clean these vehicles. Again, I am sorry for the time line, but there are a lot of moving parts to our procedures that are beyond our control. I am happy you had the extended coverage to pay for the repair. We always try to do best for our customers. I hope you have many more years with your vehicle. Thank you Rob Lombard President Lombard Ford Inc.

Lombard Ford responded

We appreciate your trust is us. Our team always tries hard each and every day to help our customers the best we know how. Thank you for the kind words. Have a great day! Rob Lombard President Lombard Ford Inc.

Lombard Ford responded

I am glad that your time waiting room was nice. We were short staffed Friday with tech's so I hope your wait time was not too long. We all appreciate your using our services. Thank you! Have a great day! Rob Lombard President Lombard Ford

Lombard Ford responded

We all thank you for giving your trust in our Team. Thank you. Rob Lombard President Lombard Ford Inc

Lombard Ford responded

Michael, Thank you very much for the kind words. Kyle certainly tries his best to make coming in for service as easy as he can. We really appreciate your trust in us. Have a great day! Rob Lombard President

Lombard Ford responded

Thank you so much for allowing us to serve you over the last 30 years. All my team really appreciate your tust in us! Have a great day! Rob Lombard

Lombard Ford responded

Hello Jack, Thank you for your valuable input. I will remind the service department to transfer the tech notes from tech note’s location of the work order to the customer copy for the reasons why they kept the tires in the same location rather than rotate them. My personally preference is to rotate the tires on my families’ vehicles every time we have Oil Changes. I use a Synthetic Blended Oil In lieu of Full Synthetic Oil as I have our personal vehicle oil changes done at 4000-mile interval. It is the cheapest way to protect your engine and your tires. and insure, I also require my tires to be rotated at that time, that way I always make sure our tires are rotated whether the tech says there a need to or not. I never use the manufacturer recommended scheduled maintenance intervals, as more maintenance is better than less. My family’s business was in trucking for over 80 years with 1000 pieces of equipment. It is the old school way of doing Preventive Maintenance that I feel comfortable with. If you would like to use the same services that I do, just make sure you tell your service advisor what you want done when you request service. Again, thank you for your valued input. Rob Lombard President Lombard Ford Inc