Oxmoor Ford

Oxmoor Ford responded

Ms. Anthony, I have spoken with our service manager regarding your situation, and am very sorry to hear that you had a poor experience here. It is my understanding that we followed procedure per instructions from Ford regarding your first repair with us, and attempted to save you $1000 on this visit by not replacing coils that did not need repair. If you choose to purchase the coils, we will gladly install them with no charge for labor. In regards to the new code that is causing your vehicle to "miss", this is a new unrelated issue from the first repair. We do apologize that these repairs are needed, but with the vehicle being out of warranty, Ford will not cover them. We understand that these repairs are costly, but I assure you that we have done as much as we can as a dealership to assist you. If there is anything I can help you with, or if you have any questions, please contact me. Sincerely, Jennifer Cotton Customer Relations Manager Oxmoor Ford Lincoln 502-426-2500

lena.j.anthony responded

Jennifer, I am not surprised to hear yet another employee speaking against the customer from your location. I also am not surprised you believe your team and stand behind them even though it is obviously false. The reality is, the vehicle was not diagnosed properly the first time and the service department did not check the simple stuff and went straight for the high dollar part. It is also obvious that they failed to test drive or verify their work when completed since it failed 2 miles from your dealership when picked up and then the tech pointed out the cracks in the coils which we were told were checked prior to replacement. This obviously is a lie. The offer I received was free labor ( which sucks) so I could purchase the parts for a $60 mark up from cost. Do you people really think your customers are stupid and do not look up part cost? My choice was to choose a more reputable repair organization going forward. My opinion posted is fact based and your lack of customer care is why people buy non ford products. I have had 4+ vehicles out of that dealership over the years, and your leadership shows no concern for loyal customers. Next time I'll buy from a dealership not connected to the oxmoore family of dealerships and will be sure to share my experience as often as possible.

Oxmoor Ford responded

Hi Jennifer, Unfortunately we do not have a return policy. I spoke to our service department and we are not showing record that the check engine light was on while we had the vehicle. This means we never did a diagnostic test bc there was no indication of an issue. If you go to our website www.oxmoorford.net and click on the service specials tab then you will find a free diagnostic coupon which will save you the money on the diagnostic being performed. If you like you can ask for Marlene in service and let her know that you have spoke to me or you can ask for me when you come in I am here every day except wed and sun). I will do whatever I can to assist you and again am extremely sorry that I cannot do more. Thanks, Dawn Mouser Internet Director

jmcneill responded

Dawn, When I rec'd the car back from Marlene this morning the engine light did not stay on hmm. The service department knows how to turn the switch off so it want show until a innocent customer comes and purchase the car, then once the innocent customer drives the car so many miles the light appears(GOTCHA). This why American don't trust American cars nor dealer. GREAT GOTCHA JOB OXMOOR FORD LINCOLN ***Can I speak to a Manager PLEASE***** Jennifer McNeill 502-235-7723

Oxmoor Ford responded

Hello unhappybuyer25, My name is Dawn and I am the Internet Director here at Oxmoor Ford Lincoln. I am very sorry to hear about your recent car purchase and want to help. If you could respond or email me directly your name or your sales person and vehicle model I will see what we can do to assist you. We definitely do not want you to be unhappy purchasing here and will do whatever we can to make this a good experience. I look forward to hearing back from you. Sincerely, Dawn Mouser Internet Director dmouser@oxmoorflm.com 502-413-3077

DKR responded

Im not confused. I fully understand the policy. Billy may have explained to you that I was confused as he continuously told me I was confused, however I can assure you that I "get it". I spoke with Jennifer, the customer service rep and she, too, apologized, although mostly for Billy's poor behavior when speaking to me today. My point is, I spent a lot of money on the vehicle from Oxmoor Ford. The diagnosis was cupped tires. I had the tires rotated as frequently as suggested in my owners guide. So, being charged $90 to diagnosis that, then being told my warranty co would also be charged $90 for diagnosing the problem with the evap switch valve seems like double dipping to me. If the service tech had also found that the vehicle needed an 02 sensor, would there have been a third diagnosis charge? At what point does the dealership say, "we sold you this vehicle and we are going to stand behind it"? I did my part. I have had the tires rotated every 9-10k miles with oil changes (it's a hybrid). The only thing Oxmoor Ford did for me today was tell me that this is common in the Escape model, basically, live with the noise... and charge me $90. The other $90 diagnosis charge being billed to my warranty company will "show up when the repairs are made." because the part was not available and will take several days to come in. So, I understand the policy, I just think it's bad customer service. When I asked a service advisor from another dealership about it today, he said that common practice is to charge per hour of labor, not per diagnosis. On another note, he also suggested that the majority of the emissions system should be covered under our 8/80,000 factory warranty. I'm just assuming that the part my vehicle needs is not since I was told there would be a $100 deductible from my premium care extended warranty. What it boils down to is I paid $90 today to be told that I should rotate my tires twice as often as suggested in my owners guide. To me, that is unacceptable.

Oxmoor Ford responded

Thank you for responding. I will try to address all of your concerns as best I can. You are correct that common practice would be to charge per hour however if you had been charged per hour it would have been more than the discounted diag charge because they were asked to look at the hub bearing specifically which turned out to not be the issue and then proceeded to investigate what they felt may be causing the noise. Our service department does not have any records on the vehicle maintenance since 10k miles when you had your second free oil change (which we do offer with all new purchases) so they are recommending tire care since they had no record of regular tire maintenance and this appeared to them to be an issue. Regarding the deductible, this is not our charge but is set by the warranty company. If the part was covered under factory warranty then it would have been handled accordingly however this is covered under your extended care warranty (which comes with a $100 deductible). The only parts covered under the 8/80k factory warranty is replacing the PCM or the catalytic converter. I can understand your feeling that purchasing the vehicle here should carry more weight. Unfortunately we cannot provide free service to all customers that purchase a car here because if we did our service department would not financially survive as the majority of our service customers do purchase here. I am not sure how to make this right and wish that I could do more because I can understand your frustration. Again I am sorry that your experience was not to your complete satisfaction. Sincerely, Dawn Mouser Internet Director Oxmoor Ford Lincoln

Oxmoor Ford responded

swin8977, Thank you so much for your review and we are so happy you had a good experience. If there is anything I can do in the future please let me know and thank you for allowing us the honor of earning your business. Sincerely, Dawn Mouser Internet Director

Oxmoor Ford responded

Thanks so much Shirley! We are so pleased that you had a great experience and we are here if you need anything at all in the future. Sincerely, Dawn Mouser Internet Director

Oxmoor Ford responded

Dear Mr. Anders, My name is Dawn Mouser and I am the Internet Director here at Oxmoor Ford Lincoln. I do completely understand your concerns especially being a single mother myself and knowing how important every penny is in that situation. Our dealership, like every other dealer, does have a dealer fee. Some dealers are higher than others however this is something that we have on every vehicle sold here which we do disclose. This is not a hidden fee yet in some cases, if we have the ability, we will do whatever we can to make the total price meet the customers needs. On this particular vehicle, the 2003 Ford Focus, we have it priced at a point to where we just have nothing to make up for the dealer fee. I can assure you that if we could have worked something out on the price of the vehicle, then it would have happened. Our GM prices the vehicles based on supply, demand and anticipated turnover time so the vehicle is priced competitively for its condition and the current demand. I understand that in most situations there is some negotiation involved yet many of our vehicles are price online at the lowest price possible. This is to assist in moving the inventory more frequently as well as give the customer the best deal upfront. Again I wish that I could do more and I understand as a single mother that it is important to have a dependable vehicle at a nice price. My direct contact information is below and again I am sorry that we could not work this out for you but if there is anything I can do please contact me. Sincerely, Dawn Mouser Internet Director Oxmoor Ford Lincoln 502-413-3077 dmouser@oxmoorflm.com