Andrew Harris | Page 2

Family Ford of Enfield responded

We're sorry to hear about your experience and would love to get to the bottom of it with you and see if there is something we can come up with to turn it around for you as quickly as possible. If you would be willing to continue the conversation, we would appreciate the opportunity to address your concerns.

Family Ford of Enfield responded

Providing a positive experience is our top priority, so we're disappointed to hear this. Thank you for bringing it to our attention. We would appreciate the opportunity to touch base with you and address your concerns in more detail.

Family Ford of Enfield responded

Your feedback about Andrew keeping you informed at every step underscores the clarity we aim for in our service. We’re glad we could get your Ford F-150 in for service within six days, including weekend availability. Your five-star rating means a great deal to us.

Family Ford of Enfield responded

Our service team is pleased we could get you in and out so quickly for the recall on your Ford F-150. Hearing that Andrew’s friendly assistance made your visit seamless means a lot to us. We look forward to helping you again whenever you need us.

Family Ford of Enfield responded

Thank you for taking the time to share your feedback. We are sorry to hear that you were dissatisfied with your experience. We would like to clarify the service history of your vehicle. When your vehicle was brought to our Service Department on September 9, 2025, your concern was that the Powertrain Malfunction, Pre-Collision Assist, and Hill-Start Assist warnings would appear while driving. Our technician performed a complete diagnosis, retrieved diagnostic trouble code C0631, and identified a Ford Technical Service Bulletin (TSB 25-2373) that directly addressed your concern. We performed the repair outlined by Ford by installing the updated intermediate shaft assembly. That repair resolved the condition you presented at that time. Your vehicle did not return to our dealership for a transmission-related concern until July 1, 2026, at approximately 102,711 miles, when you reported a harsh bucking condition between first and second gear. Our technicians diagnosed the concern as an internal transmission issue that required disassembly to determine the exact cause of the failure. An estimate was provided; however, the recommended diagnostic teardown and repairs were declined. Regarding Ford Motor Company's participation, we submitted your concern for potential assistance. Ford reviewed the request and ultimately declined goodwill assistance based on the vehicle's age and mileage. While we understand this was disappointing, those decisions are made solely by Ford Motor Company and are outside the dealership's authority. We also want to clarify that the transmission concern diagnosed in July 2026 is not related to the warning light concern addressed in September 2025 or to the repair performed under the applicable Ford Technical Service Bulletin. Additionally, since your purchase of the vehicle in December 2022 with approximately 35,903 miles, Family Ford has not performed the vehicle's scheduled maintenance services, so we are unable to comment on its maintenance history outside of our dealership. Finally, we are concerned by your comments regarding damage to your driver's door. We take great care with every customer's vehicle, and if damage occurred while your vehicle was in our possession, we would have welcomed the opportunity to inspect it and work toward an appropriate resolution. We understand your frustration and regret that your experience did not meet your expectations. Our goal has always been to diagnose concerns accurately, perform repairs according to Ford's published procedures, and advocate for our customers whenever manufacturer assistance is available.

Family Ford of Enfield responded

Thank you for sharing your experience. We’re pleased the service on your Ford F-150 was swift, straightforward and transparent. Andrew is delighted his assistance and engaging manner made a difference, and we look forward to serving you again.

Family Ford of Enfield responded

It’s wonderful to hear our maintenance staff continues to anticipate what your Ford F-150 needs. We appreciate your ongoing trust in our team. Andrew and the crew look forward to serving you again.

Family Ford of Enfield responded

Thank you for noting our team’s reliability and courteous service. We’re glad your Ford service visit left a positive impression and appreciate your trust. We look forward to taking care of your vehicle needs in the future.

Family Ford of Enfield responded

Stan, we're sorry to hear about your experience and would love to get to the bottom of it with you and see if there is something we can come up with to turn it around for you as quickly as possible. If you would be willing to continue the conversation, we would appreciate the opportunity to address your concerns.

Family Ford of Enfield responded

Thank you for letting us know about your visit. We’re glad Andrew’s helpful and thorough approach, along with that welcoming smile, made servicing your Ford Escape a positive experience. We look forward to assisting you again.