ComplaintsforKendall Lincoln of Bozeman
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Complaint Details
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Initial Complaint
07/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Follow-up and resolution of warranty issue and repairs needed for the safe operation of my vehicle were not completed nor were attempts made to seek further resolution with me except 2 phone calls. No warrant appeals were filed nor was there continuity of service to have a safe vehicle to operate.Business response
07/31/2024
Kendall has investigated this complaint. Our records indicate that the Customer purchased their 2020 Expedition from ********************* as a certified vehicle and purchased an additional service contract. It is our understanding that ********************* has performed multiple repairs for the rear hatch and sensors not properly functioning. Thereafter, the Customer came to ******************** on 6/6/24 with a concern related to the rear hatch and rear sensor(s) performance. Kendall performed an inspection and discovered broken wires in the rear bumper harness and chaffed wires. **** does not warranty physical damage, so the repair at issue falls outside of the Customer's warranty. ******************** communicated this to the Customer and informed them that the necessary repairs would be out-of-pocket. The Customer declined repairs and left. The invoiced amount that the Customer has disputed is what ******************** charged to diagnose the issues with the vehicle, which was properly charged.
Customer response
08/01/2024
Complaint: 22040270
I am rejecting this response because:1. I do appreciate the diagnostic done to understand what is wrong with the vehicle when ********************* failed to do so 3+ times.
2. Please explain in great detail what is covered on my current extended warranty - as I believe the "sensors" and "electrical" were part of that package. So even if the "physical damage" is not covered the repair of the electrical and sensors should be.
3. Since a new part exists that protects the rear from "physical damage" like gravel and rocks, please provide me a current itemized estimate including both time and money for the repair including installing the part that is now part of the newer Expedition models.
4. In your estimate I would also like confirmation that a rental car will be provided at the max daily amount allowed by my warranty plan.
My vehicle is unsafe. The exposed electrical wiring is a significant concern. I do not care which location ******* or Bozeman) eventually repairs my vehicle back to a safe condition, it just needs to be completed.
Sincerely,
***********************************Business response
08/19/2024
The Service Manager contacted the Customer and discussed the information Customer set forth in her complaint reply. The Service Manager provided information on what Customer's current warranty covers; her warranty does not cover the repair. Additionally, per ****, the "part" customer believes will resolve the issue is not compatible with her vehicle, this was also explained to her. Kendall has reached out to the manufacturer on the Customer's behalf in an attempt to find some assistance and resolution for the Customer. ******************** has done everything it presently can do to assist. However, as Kendall did not sell the vehicle, is not the service provider of her warranty, and has no authority over the manufacturer, Kendall cannot guarantee any resolution for the Customer in terms of a warranty covered repair.Initial Complaint
06/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bought an explorer in December. Constant problems. Told the dealership they just duck my calls in an attempt to get me outside the return windowBusiness response
06/21/2023
We have contacted the customer and are working with the customer to find a mutually acceptable resolution of the concerns addressed in the complaint.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.