Lee Cook | Page 2

Great service team . I really appreciate the service .from the moment I arrived to when I picked up my vehicle I really appreciate the service .from the moment I arrived to when I picked up my vehicle More

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I brought my car in on Jan 16th because of Ford recall due to an engine issue where the coolant kept leaking into the engine. I was promised that they will replace the engine at no cost to me. I asked my due to an engine issue where the coolant kept leaking into the engine. I was promised that they will replace the engine at no cost to me. I asked my service rep, Kyle, if they were going to cover the cost of the rental car, he told me they should, and it would take 4-6 weeks to get reimbursed and he assured me it would be taken care of and that Ford will cover the entire cost of the rental. During the course of getting the car repaired, I got no calls from Kyle to keep me updated on my repair. When I first took it in, I was told that the repair was going to take about a week, so I told Avis, I will be needing the car for 7-10 days. I kept calling for about another week to try to get an idea of when the car was ready, and each time I called there was no call back from Kyle. The repair dragged on from Jan 16th to Feb 11th, the entire time, I got no call backs and had to keep extending the rental without knowing a completion date, which was extremely frustrating. It was our family car and our only car, we had to downgrade from the SUV we owned to a smaller and less roomy Toyota Camry, which was not easy because we are a family of 5 with a dog. Did Ford appreciate this? They didn't care. I finally got the SUV back on Feb 11th, a Friday, and returned the rental the same day. When we got home on Friday afternoon, after not having the car for weeks and Ford taking their sweet time to repair it, the radiator burst in the driveway and all the coolant leaked out. I was forced to rent a car on a Saturday, om the spot with no reservation, because that was our only car, but the only available car was a minivan that was a lot more expensive than the Camry, that was about $173 a day, and they ended up fixing the issue on Monday, but I still had to pay for Saturday, Sunday, and Monday. Once the issue was fixed, about a month later, I got the SUV back, returned the rental and gave Kyle the 3 rental agreements, which totalled to over $1500, about mid-February. I asked him again if Ford was going to cover the cost, and he again assured me that the entire cost would be covered. Weeks go by, then months go by, I still don't hear from Kyle, and I called in to the dealership again to follow up, Kyle doesn't call back, a week later I call again and demand to speak to him, I finally get him on the phone, and he said that he submitted the invoices to Ford, and was waiting to hear back. Another month passes by with no follow up. When I called in again and spoke to Kyle, he said he had spoken to Ford and they had questions about the 3rd invoice because it was so much higher than the first two invoices, and I had to remind him that it was much higher due to the fact that i had to get an on the spot rental on a Saturday due to the radiator bursting on Friday afternoon when I got the SUV back. He tells me that he now has the on the 3rd invoice details and will follow up with Ford. Weeks pass and again I'm wondering what the heck is going on with my reimbursement check, so I call in, of course, because Kyle is not calling back, of course. By this time I'm so frustrated, that I ask to talk to the service manager, Lee. Lee tells me that they only have the 3rd invoice, and that they will only be reimbursing me $35 a day, which is barely enough to cover the cost of a small car, not even a sedan. When I told him that Kyle said that the entire bill was covered, and that Kyle never said that, and he basically insinuated that I was a liar. I told him that I gave Kyle all 3 invoices, and his response without even speaking to Kyle, was that they didn't have the first two invoices. Even after I told him that I gave the 1st two invoices to Kyle in person when I picked up the car. He kept taking Kyle's side the whole time and doubted everything I said about Kyle promising to cover the entire rental bill. I was forced to go back to the rental place 6 months later to get the other 2 invoices, the Avis Upland location More

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Very disappointed by my experience with Lee Cook. He's rude and dismissive, as though he's got something better to be doing than listening to customer's concerns. I had a complaint about the quality He's rude and dismissive, as though he's got something better to be doing than listening to customer's concerns. I had a complaint about the quality of work performed by his staff and he was completely dismissive, almost laughed at me. I was embarrassed and will not return to Colley Ford More

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Very disappointed by my experience with Lee Cook. He's rude and dismissive, as though he's got something better to be doing than listening to customer's concerns. I had a complaint about the work of his s rude and dismissive, as though he's got something better to be doing than listening to customer's concerns. I had a complaint about the work of his staff and was completely dismissed, almost laughed at. I was embarrassed and will not return to Colley Ford. More

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