Lucas Sorensen

Lake Ford responded

We’re sorry to hear how frustrating this experience was, especially having to bring your vehicle back multiple times. Our team recognized that there was an issue and continued working to identify the cause. With many vehicle repairs, particularly electrical and A/C concerns, it can take more than one diagnostic step to pinpoint the exact component causing the problem. We do not believe in simply replacing multiple parts at once when it is not necessary. That can waste parts and, more importantly, cost you money, or cost the manufacturer money if the vehicle is still under warranty. Our technicians are required to follow the manufacturer’s diagnostic process and work through a process of elimination before replacing components. We also offered to drop the vehicle back off at your home at no charge as a convenience, so you would not have to make another trip to the dealership while we worked through the concern. We’re glad the A/C was ultimately repaired, but we understand that the time it took to get there was frustrating. Regarding the tire recommendation, our technicians make recommendations based on the condition and safety of the tires rather than simply the age or mileage of the vehicle. We understand your surprise given that you purchased the vehicle new less than two years ago and have only put approximately 16,000 miles on it, and we’re happy to review the inspection findings with you. We appreciate your feedback and would welcome the opportunity to discuss your visits and the repairs with you directly. Our goal is to properly diagnose and repair the vehicle while avoiding unnecessary parts and expenses for our customers.

Lake Ford responded

You are correct, having a splash shield come loose after an oil change and then having to return to the dealership to have it secured is not the experience we want for our customers. We apologize for the inconvenience and the amount of time you had to wait. We will use your experience as a training opportunity with our team so we can do better next time. As for the car wash, the complimentary car wash will appear on every service invoice as a standard benefit. However, if our car wash was temporarily inoperable at the time of your visit, we would not have been able to wash your truck. We apologize for the confusion, as we understand how the invoice could have made it appear that the wash was completed. Please stop in anytime and we would be happy to get your truck washed. Thank you for bringing these concerns to our attention.

Lake Ford responded

We’re sorry to hear that this experience affected your trust in us. We’re glad we were able to reimburse you for the diagnostic charge, and we wanted to make that right for you as a gesture of goodwill. Our technicians are factory-certified and highly trained, and it is very rare for our team to make an incorrect diagnosis. We understand that trust is important, and we take your concerns seriously. We will learn from this.

Lake Ford responded

Thank you for taking the time to share your feedback. We appreciate you recognizing Lucas for his communication and the quality of the work performed. We’re glad to hear that your service was completed to your satisfaction. We also understand your concerns regarding the cost of the repair. We always strive to provide clear communication and help our customers understand their options when repairs are needed. We appreciate your feedback regarding wanting more choices and will use it as an opportunity to continue improving how we present recommendations and solutions. Thank you again for sharing your experience and for allowing us the opportunity to earn your business.

Lake Ford responded

Thank you for sharing your feedback. We’re sorry to hear that your recent experience did not reflect the level of service and attention we strive to provide. We understand how frustrating it can feel when you have concerns about a vehicle, especially one that is only a month and a half old. Every customer deserves to feel heard, and we apologize if your concerns were not given the time and attention they deserved. We would appreciate the opportunity to learn more about what happened and review your visit with our team. Please reach out to our management team so we can better understand your experience and work toward making things right. Thank you again for bringing this to our attention. We value your business and hope to have the opportunity to provide a better experience in the future.