Alex Martinez | Page 5

Gene Messer Ford of Lubbock responded

Steven, thank you for taking the time to share this feedback and I'm very sorry for the frustration you've experienced with your F-150. I've reviewed your repair history with our Service Director, Michael Purser. Your truck was dropped off on 11/12 and we were able to complete one of the recalls, which was a software update right away. Unfortunately, the axle-related recall parts are currently on national backorder and, as of today, still have not arrived. For the horn concern, our technician completed the diagnosis on 11/14, your extended warranty company approved the repair that same day, and we ordered the parts. The first part that arrived on 11/21 turned out to be incorrect from the supplier, and the correct part did not arrive until 11/25. Michael has attempted to reach you by phone and left a voicemail, and he would still like to get you back in so we can address the horn concern now and then complete the axle recall as soon as those backordered parts come in. We understand how important your vehicle is, especially before a long trip and we truly apologize that parts delays and communication issues left you feeling let down. If you're willing, please contact Michael Purser directly at the dealership so we can finish these repairs and work to regain your trust. Barton Buck General Manager bbarton@group1auto.com

Gene Messer Ford of Lubbock responded

Hi Audrey, we strive for 100% satisfaction, and it is great to see you had such a positive experience at Gene Messer Ford Lubbock. Until the next time we meet, take care!

Gene Messer Ford of Lubbock responded

Hi Luke, we are very happy to have provided you with such a positive experience! If you have any further questions, please don't hesitate to reach out!

Gene Messer Ford of Lubbock responded

Hello, we're happy you found our staff to be so supportive during your experience here at Gene Messer Ford Lubbock. Feel free to reach out to us if you need anything. Have a wonderful day.