LaFayette Ford & LaFayette Lincoln

Always great customer service fast courteous service and great place to purchase a car truck or suv. I always tell others they need to come to Lafayette Ford where they treat you like family great place to purchase a car truck or suv. I always tell others they need to come to Lafayette Ford where they treat you like family More

Disappointed I am hoping my experience with Lafayette Ford is not regular practice of this dealership. I called Friday 31 July 2020, to discuss a front passenger h I am hoping my experience with Lafayette Ford is not regular practice of this dealership. I called Friday 31 July 2020, to discuss a front passenger headlight not working on 2012 Lincoln MKS. I have owned and operated this vehicle for 6 years and never had an issue with the headlights until now. I was told replacing the lightbulb would cost $457.00. This cost included a diagnostic test, the cost of the bulb and labor. I was told to just come in on the same day and it would take about 2 hours, I agreed and signed the tablet to start the repair. I was truly disappointed and anxious about this unexpected repair bill. While waiting for the repair, I was escorted to repair area and was shown where there were two small holes drilled into the headlight assembly and was then told it had to be replaced or the bulb would burnout again within a few weeks and I would have to go through this again. I was told that the original headlight assembly was still working however, I had to address this issue. The cost of the headlight assembly was $1457.00 (additional labor cost included) and it did not come with the bulb. So now the repair cost is $1914.00. I was told that they could not do it that day (Friday) because they had to get the headlight assembly from another dealership however, it would be there the next day (Saturday) 1 August 2020. Saturday morning, I received a call from a Service Advisor named Loretta she stated that the service tech told her that the ballast had to be replaced it would cost an additional $300.00 plus dollars. I told her I was coming back to discuss this with her in person. When I arrived, I spoke to Loretta and the service tech and told them I was disappointed in the cost of just replacing the lightbulb. I went on to explain that I did agree verbally to replacing the headlight assembly after hearing the report of service tech and the original Service Advisor Bruce Johnson that it had to be done to avoid it burning out in a few weeks. However, to then have to replace the ballast and was not told about this was just an attempt to charge me for an unnecessary repair. I asked why I was not told about this on yesterday (Friday). The response was “I noticed it when I came in this morning”. I told them how upset I was of the original cost of $457.00 and signed to have the work done. I also stated that I was not prepared to pay $1914.00 but agreed verbally because of the report from the Service Advisor Bruce Johnson the service tech that it had to be done. I stated to them both, just put back the original headlight assembly and we can part ways. The Service Advisor told them that once the headlight assembly had been installed they were not allowed to take it out. I told her and the tech, that I agreed verbally to $1914.00 for a complete working headlight and was not going to pay anymore. She then picked up the phone spoke with someone got the part and labor cost down to the verbally agreed amount to include the ballast. I was then told that they had to order the ballast and it would not be there until (Tuesday) 4 August 2020 and the car would not be ready until Tuesday. However, to my surprise my car was ready on Monday. Which now concerns me if they even replaced the ballast that was not supposed to be here until today (Tuesday). I also asked that all parts be returned to me bulb, headlight assembly and ballast. I have not picked my car up as of now. I am going to phone the payment in and have some pick it up later today. However, there are few things that concern to me. • If the original headlight assembly has been working for 8 years why is it now necessary to replace it? • Pointing out the two drill holes in the headlight assembly as a needed repair. Only later to find out it is an acceptable practice in the auto repair industry to be use as vent holes to reduce condensation in the light assembly. I had this confirmed by 2 ASE certified mechanics, and one general automotive repair shop. • Paying for diagnostic test on a headlight that did not detect that the ballast was bad does not make sense. • How can he notice that the ballast was bad if he had already installed the headlight assembly? To continue to charge a trusting customer and community with unnecessary repair cost is what has created mistrust in the auto repair industry and as far as I am concern with Lafayette Ford. Truly Disappointed Rev. J. W. Young II General Officer of the General Baptist State Convention of NC Moderator of St. John’s Educational Association South Central Disaster Management Coordinator of National Baptist Convention, U.S.A P.S. There was one Service Advisor (Loretta) that tried to help make it right....but very limited in what she could do. More