Mark Benakovich | Page 5

Great sales experiance but not service I purchased a new 2016 MKX which has had some problems, thus far; poor back of the seat cooling, squeaky door, headlight warning message, courtesy sea I purchased a new 2016 MKX which has had some problems, thus far; poor back of the seat cooling, squeaky door, headlight warning message, courtesy seat not working properly, a rattle from a speaker and a throttle body malfunction. I am not knocking the car as this is the first model year car and some hiccups are to be expected. First, every time I was there the service staff was courteous even though they were dealing with increasingly frustrated customer and here is why. In total since January (its June now) I have had 5 visits 4 times for the back cooling issue and 5 times for the speaker, 2 times for squeaky door and 3 times for the courtesy seat. There rest were fixed on the first try. Here is my complaint and frustration, the speaker grill is vibrating when playing music, listening to AM or having a phone conversation, touching the speaker grill with my finger lightly makes the rattle go away, in fairness they have replaced the speaker, the grill and the panel (at least that is what I'm being told.) None of these solutions helped, other MKX's don't have this issue on a $1300 sound system option and at no point did Mark or anybody else with whom I dealt with say, "okay we think we fixed the issue let’s sit down in the car and see if it’s still there." I would not expect this after the first visit or even second but FIVE!!! What adds insult to injury is the first two times I offered to show them what the problems are (initially the speaker, the door squeaking and power seat) and both times the offer was refused…”we got it” I was told. They didn’t. One of those time was with the door, I could see the rubber boot was out and was rubbing against the door, they said they fixed it by tightening something up, when I look at it the boot was still out, no biggie, I gave them the benefit of doubt now after the rest of my experiences I don’t believe anybody look at it or looked at it well. Similar experience with the courtesy power seat, which on the 3rd try was not a memory module issue but instead courtesy module issue. The back cooling is a design issue and after 4 visits and an updated module, it is better but still poor performing though not the dealers fault anymore, hope Ford/Lincoln will come up with an appropriate solution. I’m working with Lincoln concierge to arrange the fix of the speaker with another dealer, this shouldn’t be this hard it’s not a software gremlin just a vibrating grill (I put a rubber washer that helped reduce the number of times it vibrates by 50%) In fairness, each time I came they took the vehicle to work on without pushing back and Mark has been courteous when dealing with me so I don’t know if the overall service experience is the dealers fault or Marks but there is a general feeling of churn and burn and if we don’t fix it the first time we will fix it the next time or the 5th time. Maybe the reason they are so busy is because there is never enough time to fix it right the first time? As a Lincoln owner expect a Ford dealer experience and not a Lincoln experience. More

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Explorer I have purchased several cars the last couple of years from Craig Holsman at Fair Oaks Ford and have always had a positive experience. Serafin has als I have purchased several cars the last couple of years from Craig Holsman at Fair Oaks Ford and have always had a positive experience. Serafin has also provided very helpful service in the sales and preparation of the vehicle. I use Fair Oaks for my regular scheduled service of my vehicles also and everyone there is professional and timely. More

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Fair Oaks is Fantastic! We have purchased several vehicles from Fair Oaks Ford over the years, including our just purchased 2016 Ford Escape and it just keeps getting better We have purchased several vehicles from Fair Oaks Ford over the years, including our just purchased 2016 Ford Escape and it just keeps getting better and better. Jeremy Bloom is our sales agent and could not be more accommodating with his time and expertise and patience, not to mention making the experience even a little bit fun! Sales manager John Kranovich is always welcoming and helpful as well and greets us every time with a handshake and a smile and lots of Ford goodies . The service department cannot be beat, whether it is service under our extended warranties or services we pay ourselves. Every member of the service team is helpful and knowledgeable and friendly and if waiting for your vehicle, they have a comfy area with wi-fi and refreshments as great as any coffee house. We cannot imagine a better experience anywhere else and highly recommend Fair Oaks Ford. Pam and Gary Leavenworth/Naperville, Illinois More

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Ford Escape Everyone I dealt with was very friendly and helpful. They answered my questions without making me feel like a dumb dumb. Dan was able to locate a vehi Everyone I dealt with was very friendly and helpful. They answered my questions without making me feel like a dumb dumb. Dan was able to locate a vehicle that fit my criteria in my price range. I was also grateful that they helped me set up my phone and demonstrated how to utilize all the vehicle's features. I felt like the new car price and the allowance given for my trade-in were fair. All the employees I dealt with that day were courteous and professional. I would definitely use Fair Oaks Ford again in the future when I am ready for another vehicle. Thank you so much! More

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They took my car in the next day and fixed it by 1:30. They took me really fast and did the work well. The car runs like new. It needed 3 coils. They gave me the discounts that they could as I didn't They took me really fast and did the work well. The car runs like new. It needed 3 coils. They gave me the discounts that they could as I didn't have my coupons. I usually see Dave who knows me by name and it was a little longer with the new service man. Dave always remembers me and calls about repair costs before proceeding. I will try to come in when he is there although Mark was good too. More

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Great Dealer To Work With, Sales or Service. Simple straightforward and willing to take time with me. Dog friendly. More importantly they get the job done the first time and in the time frame t Simple straightforward and willing to take time with me. Dog friendly. More importantly they get the job done the first time and in the time frame they say they will. They are very on top of their responsibilities and very nice people in all departments. I drive by two Ford dealerships on my way to Fair Oaks, closer is not always better. This is my Ford dealer and service center - period! More

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30.000 service Efficient and polite service for 30,000 miles that included a computer related recall. I checked that they did indeed rotate the tires. Very pleasant Efficient and polite service for 30,000 miles that included a computer related recall. I checked that they did indeed rotate the tires. Very pleasant waiting area with fruit, cookies and coffee. More

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Convienant I like this location. I had an oil change and tire rotation. Although the wait was a little bit, there was much entertainment in the waiting room. The I like this location. I had an oil change and tire rotation. Although the wait was a little bit, there was much entertainment in the waiting room. There are computers, magazines, TV's, a kid room, cookies, fruit, coffee, and water bar. It's very family-friendly and I don't mind bringing my kids. More

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SuperDealership Always found a knowledgeable Sales, Parts and Service Department representative. Great, helpful, people. Our family has bought several cars from t Always found a knowledgeable Sales, Parts and Service Department representative. Great, helpful, people. Our family has bought several cars from them over the years. We have recommended them to friends, family and many others. More

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consistently good service I have used this dealer for years for both purchase and service. The have always treated me fairly and the service has been consistently good. I have used this dealer for years for both purchase and service. The have always treated me fairly and the service has been consistently good. More

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