Mark Ficken Ford Lincoln

After doing a price quote/estimate on the collision work for my Lincoln MKX, Lincoln collision had the better quote, Given that me nor my husband have worked with Lincoln collision before we thought we’d go with Lincoln collision instead of ABBA , Boy were we wrong!!!!..I did not like how Randy (the actual guy who worked on my Lincoln, never And I do mean Never gave us any Updates throughout the process of the collision work being done. He never called me nor my husband to give us any updates on the progress of my vehicle. At ABBA, we would have definitely received updates..Randy kept telling my husband that my vehicle was going to be ready on this day and on that day and it was not..Nor did he ever apologize to me and my husband, and we still have yet to receive an apology from him. And at this point we don’t want it, because it will not be genuine.. When my car was actually ready (3 days after the promised date ) Carol his assistant informed my husband that we can come and pickup our car and that the paperwork will be left with. Neil Degraff. Neil after 4 Maybe 5 attempts couldn’t pull up the service order, Because Randy did not close out the Service request from his side..3 people (Hispanic gentleman) had to assist Neil, After the 5th attempt Neil DeGraff was able to pull up the Service request and we were able to pay the amount that was due. Meanwhile, while Neil was able to pull up the Service request and assist us with paying out the bill a Hispanic gentlemen (not sure of his name, but he works two or three Cubicles down from Neal called Randy on the walkie talkie and asked Randy was he still onsite and that he had a customer down here that was trying to pay the bill for their collision work ..Randy immediately was adamant and Rude and totally unprofessional told the gentlemen that we would have to come back the next day in between the hours of 8-3 to pay the bill, in which was totally unacceptable to me , he had already had my car several days after the promised date , not knowing that we stay in Concord where there was heavy traffic to make it down to Ford in time to get this type of treatment from him was totally inexcusable!!! Carol assured my husband that we would not have any problems with paying our Bill, My husband and I have bought many cars from Ford even before it was called Felix Sabate, to know that we were treated like this goes far beyond and it sounds a bit racist that we were treated in such a way by Randy!!!! Lastly After getting home with my Lincoln MKX, I noticed that my “Check Rear Door “ light will not go off, My husband spoke with Bobby (Service manager) who informed my husband that Randy did not reset the program that needed to Reset my Lincoln for that light and that I will have to bring my car back down there for him to reset it.. Bobby called me on Friday 5/22 to assure me that given that’s it is a recall on my Lincoln as well that we can bring the car down there when the parts come in for my recall and he will have Randy to reprogram the light that should have been done in the first place...Bobby had mentioned to my husband that he would take care of this and speak with Randy, not sure if he did this or not , Bobby also mentioned to me on Friday that he would get my car down there on Monday (5/25) and I haven’t heard anything back from him either ...I am totally Dissatisfied And not only dissatisfied but just down right mad , that my husband and I were treated this way...To the point where Randy doesn’t need to be working with the public at ALL!!!!.with the pandemic and stress related to jobs being lost , I’m sure there are many people who would love to have his job and will handle it way better than he ever did!!!! With all of this being said, I demand a call back today to square this away with me and or my husband..Please also note that when I do bring my car down there I will not be leaving It for any amount of days until I am granted a loaner vehicle, while my car is being serviced. I will not accept anything less. I really hope this Survey gets to the right hands, so that everyone that I named in this survey can take a look at their professionalism and understand that it was not handled correctly, from the start. Definitely From Randy to Carol, to Neil who did accept my payment. But should have known how to get into all systems regardless if Carol, Randy was there or not.