Business ProfileforKorum Ford-Lincoln

I took my vehicle to the service center for a RECALL issue that I was originally told I could wait for same day. I was then told that the person scheduling it messed up and that it was more like a few days. Suffice to say, I dropped it off on 1/24/23 and didn't get my car back until 5/17/23. 4 months! At every step of the way, it has been a tedious, time-consuming, frustrating process with mostly no communication and me having to constantly text or call and leave messages to find out what's happening with my vehicle. When I finally got it back, it came back dirty with damage to one of the seats and a missing toll transponder. I called and left messages and sent photos. While the people working the floor are nice, once this was escalated to the management, they have done nothing, including not returning any of my calls. I've contacted the Corporate Complaints center and will see what they can do. Honestly, this is my first **** and the experience makes me regret it.

The response you received from Korum Ford is a blatant attempt at avoiding the bad review and is deceitful in nature. They have NOT offered to rectify the damage to my car. I received a return call from Manager, *****, on 6.9.23, only after submitting a complaint to the **** Complaint Center and leaving them a negative review at BBB. I had left many messages for him before that time. He responded solely because I have escalated the issue. He then stated on my voicemail that they were not going to do anything about it and that I would somehow have to work with their subcontractor who I did not hire nor approve of their work - Korum did. I can make you a list of the times I called/texted with NO response from this business. Here is a partial excerpt of the actual voicemail that was left (versus the email reply you received):"Regarding the seat, I did look at that picture, I don't, I can't honestly say if those were there before or not. With that being said, it was a different company that did service your vehicle, not us, and we did provide you an oil change and a vehicle as a good will from us from from Korum. So you know, I did look into a leather company to see if they could heat it perhaps and get it to shrink or get it to come out but i don't know that's necessarily something that we would participate on the billing on. It would be more between you and the body shop in this case." "I do feel we already helped quite a bit with providing a vehicle and of course doing that oil change. But that vehicle cost was pretty substantial obviously it didn't go to you but just be mindful of that. We already came to the table big time I feel. So it is what it is at this point but like i said it is outside of our ball field if you will."Please do compare for yourself to the response they provided you. I've pasted it below. The manager is telling me that after keeping my vehicle for 4 months and then denied there being damage to it that they've somehow "come to the table big time" by giving me a loaner during the time they had it and that a free oil change should cover it. I'm happy to send along the rest of the recorded voicemail if necessary. I am currently trying to work with **** Complaint department for a resolution. I stand by my review and additionally would appreciate any help BBB can offer. Thank you, ******* ----We value your feedback regarding your experience at our dealership. Your patience is greatly appreciated, and we are committed to addressing your concerns.It appears that there were several unforeseen issues that contributed to the prolonged timeframe. The service you required, windshield resealing, is not something we provide directly at our dealership. Therefore, we sublet the job to local auto body shop, who has historically been a trusted service provider to us. Unfortunately, there were complications during the service that caused the significant delays. The incorrect windshield was initially ordered, which led to the removal of your original windshield before realizing the mistake. Subsequently, the correct windshield was on backorder which was the primary reason for the delay.Throughout the entire period that your vehicle was in the local body shop's care, we made efforts to keep you informed to the best of our ability. However, we understand that the level of communication fell short of your expectations.We regret the oversight regarding the toll transponder and the damage to the seat. Additionally, we acknowledge that the toll transponder, also known as the "good to go pass," was inadvertently destroyed along with the windshield during the service. Since this service was performed by a sub-contractor to us, we have contacted them and requested their assistance in rectifying these issues. Our team is actively working on finding a resolution, and we have also asked to have a leather specialist visit your house and assess the damage to the seat.During the duration of your service, we provided you with a loaner vehicle to mitigate the inconvenience of your vehicle not being available along with a complimentary oil change. We are very sorry. We apologize for the difficulties you encountered and any negative impression this has left on your overall experience with us. We value your business and would appreciate the opportunity to make things right.