Ford

Service problem with my 2017 Ford Edge taken to Lee Ford Motor Company six miles from my home. Car originally purchased from Kenly Ford over twenty miles away. I took my car to Lee Ford as I was afraid to attempt driving the longer distance with warning lights. VIN2FMPK3J98HBB18603
Vehicle Purchase Date05/31/2017

Sept. 6, 2019 the wrench warning light illuminated on my dash. Moments later the engine warning light came on late at night. Sept. 7, 2019 I called the local Ford dealership to st an appointment to check my 2017 Ford Edge with just over 22000 miles, still under warranty. I was told to bring the car in at 8:00 am Sept 9th (Monday morning ) and recommended not to drive in the meantime, as it may be unsafe.

I showed up and turned my car in at 7:45 and told I could wait in the lounge. Two hours later I was told by "Jeremy" at the service desk that my car had transmission problems. And that it would be at least two weeks before they could fix it.
I then asked about a loaner or a rental car that I was allowed in my warranty as I had premier service. Jeremy then called for a rental in which he told me there was none available. I asked about a loaner and was informed they had none available and would not loan me one anyway as I did not buy the car from them rather I bought it from Kenly Ford. Then told me to see if Kenly Ford would give me a loaner, or rental car.

I called Kenley Ford Service department and was told that Lee Ford should honor the Ford agreement. I gave the phone to Jeremy at the service desk and he told Kenly Service the same story. That is was his locations policy not to give a loaner car to anyone who did not buy a car from their location.

At first I was told by Kenly service that they too had no loaner. I asked to speak to Mr. Lee Parker who was the sales associate whom I bought my last three Fords from. He asked if I could bring the car in and he would take care of a loaner. And expressed concern at how I was treated by Lee Ford of Wilson.

When I went into Kenly Ford Service dept, I gave them a copy of the Lee Ford paperwork I had received. They were very apologetic about my experience and told me they would take car of me right away and to see Lee Parker in the showroom.
Lee Parker was again very apologetic over what had happened and was already getting a loaner car for me before I saw him.

I feel that Leed Ford Service did not care about me as a customer as I did not buy this particular car from them. Previously in the 90s I bought two new cars from them and was not happy with their sales people and service. They should be reminded about Ford policies and have educational classes on customer care.

I switched to Kenly Ford for future purchases. I am very grateful to Kenly Ford and especially Mr. Lee Parker for the excellent customer care and service I received. I will not recommended Lee Ford to any of my friends nor will I ever visit that location again. I will refer them to Kenly Ford due to the best customer experiences I have had.

Jerry Carrigan ([protected]@earthlink.net)
5204 Evansdale Road
Wilson NC 27893
[protected]