Robyn DePack

Lincoln of Wayne responded

Hello Mr. Schepis Thank you so much for providing us the opportunity to speak to these matters in detail. We truly appreciate your decisions to service with us and stand behind you during these times. Our goal is to always provide like model loaner vehicles. We are always transparent with our guests when making their purchase decision that at times the loaner provided might be a different model. I am not sure what the policy is at the dealership where you purchased your Aviator, but we find communication on this is essential. Typically we do match loaner vehicles to our guest vehicles. The past two years have been challenging during vehicle shortages; however I do see that you were still provided a loaner with your visits with us, at times an Aviator, even a Navigator as well. Our valet services and maintenance appointments are scheduled accordingly based on types of service. Naturally accommodations can be made based on varying circumstances. We have made major changes and investments in this space, our goal is always to provide all of our services same day or based on guests preference. I am very sorry to hear that your Aviator is having engine troubles. Currently you are driving about 35,000 miles per year. This is about three times that of industry average. With 80,000 miles on it since purchase there are different implications that may lead to this. Engine failure at this point is still by no means common but I am interested to learn more about the cause and will follow up with my team. I will reach out shortly to learn more information about anything that may have been noticed on your last maintenance performed at Pep Boys. Sometimes there are signs of wear or failure and at times they can be more sudden. I do hope in time you find that after doing some research this is not so much an American Manufacturing concern but something specific to your vehicle. In fact, Consumer Reports list of brands with issues in engine reliability is predominantly imports. I know the sensitivity of this repair is heightened considering you are outside of warranty coverage. On a positive note, this is a family business and you are in good hands. I am sure we can work together towards a positive resolution in this space to build your confidence once again. Lincoln Motor Company is dedicated to the guest experience, as are we. With gratitude Peter Spina Jr - EVP & GM Lincoln of Wayne 973-696-9700 x7226

Lincoln of Wayne responded

Thank you so much for the positive review! We appreciate you and your support! Live well and be happy Peter Spina Jr - EVP & GM Lincoln-Wayne-Ramsey 973-696-9700 x7226

Lincoln of Wayne responded

Thank you so much for your kind words and positive feedback. My family and our team have been here for 60 years and these are definitely unique times in our industry, like most. We are truly honored to have the opportunity to assist guests as wonderful as yourself, especially during times like this. This is the reason we do what we do! :) Thank you. Live well and be happy Peter Spina Jr EVP & GM Lincoln of Wayne 973-696-9700 x7226

Lincoln of Wayne responded

Michael I can't thank you and your wife enough for your continued loyalty and support. My family and our team are very fortunate to have you both be part of our Lincoln of Wayne family for all these years. We will never take this for granted and always do our very best for you each trip! Live well and be happy Peter Spina Jr - General Manager Lincoln of Wayne 973-696-9700 x7226

Lincoln of Wayne responded

Thank you so much for the positive feedback and most importantly thank you for 20 years of support and trust in our organization! Loyal guest such as yourself are the very foundation of my family business. I am pleased to hear our Pick Up and Delivery services made servicing your vehicle with us a little easier. Our goal is preserve our clients time and make sure the ownership process is effortless! Thank you again for being such a valued member of our Lincoln of Wayne family. We are always here for you! Live well and be happy Peter Spina Jr - General Manager Lincoln of Wayne 973-696-9700 x7226

Lincoln of Wayne responded

Thank you so much for the positive feedback. I am pleased to hear that the team in Service took good care of your Flex! We truly appreciate the continued support. Live well and be happy Peter Spina Jr - Genera l Manager Lincoln of Wayne 973-696-9700 ext7226