Rona Spina

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 for the positive feedback and years of loyalty! We are grateful for your friendship and continued support. We promise to keep raising the bar for you! Enjoy your new Aviator! With Gratitude 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

Thank you so much Walter for your continued loyalty and support. We are very grateful to have you be part of our Lincoln of Wayne family! Live well and be happy Peter Spina Jr - EVP & GM Lincoln of Wayne 973-696-9700 x7226

Lincoln of Wayne responded

Thank you Mr. Nahas for your continued friendship and support. We are so grateful to have you in our Lincoln of Wayne family. You're the best and a true pleasure! Hope to see you soon. Live well and be happy Peter Spina Jr - EVP & GM Lincoln of Wayne 973-696-9700 x7226

Lincoln of Wayne responded

Thank you so much for your thoughtful review and for your years of dedication and loyalty. It's relationships like ours that are the foundation of our family business. I am pleased to hear that our team has helped make servicing and maintaining your Lincolns effortless through the years. I am especially pleased to hear that Wilton has made your experiences so special. I couldn't agree with you more, Wilton is truly the best of the best and an inspiration for us all! Thank you again, we are all very grateful to have you as a valued member of our Lincoln of Wayne family. Live well and be happy Peter Spina Jr - General Manager Lincoln of Wayne 973-696-9 700 x7226

Lincoln of Wayne responded

Thank you so much for the opportunity to assist! I am happy to hear that you were able to take advantage of our other services and that our Detail Shop had your car looking like brand new! We appreciate the support! 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 everything went well in Service. Our Valets are very passionate about our industry, feel free to come by and talk shop anytime! :) We are going to miss Buzz as well. We are excited for him to start this next chapter of his life...well deserved. My team and I are here for you now that Buzz is retired should you need anything at all! We hope to see you soon! Liv e well and be happy Peter Spina Jr - General Manager Lincoln of Wayne 973-696-9700 x7226

Lincoln of Wayne responded

Thank you for the positive feedback and for choosing our Body Shop. We are able to repair All Makes and All Models!!! BMW's are great vehicles! We would be honored to pull you over to the American Luxury side of the world though! :) 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 your kind words! My family has been here since 1962 and it is feedback like yours that keeps us going. We strive to exceed our clients expectations and promise to continue to do so. We truly appreciate your business and support and hope to see you again soon! Live well and be happy Peter Spina Jr - Genera l Manager Lincoln of Wayne 973-696-9700 ext7226