Brittany Fjellstad | Page 12

Northstar Ford Calgary responded

Thank you for taking the time to leave us a positive review. We are happy to hear you had a good experience working with our dealership. We hope that you will continue to visit us for all of your vehicle needs in the future.

Northstar Ford Calgary responded

Thank you for taking the time to leave us a five-star review! We are pleased to hear about your positive experience with our dealership.

Northstar Ford Calgary responded

Thank you for taking the time to leave us a five-star review! We are pleased to hear about your positive experience with Brittany.

Northstar Ford Calgary responded

Here is what I have found out as I investigated. 1) The truck you bought off another dealer and all of it’s aftermarket accessories were installed by someone other than that Ford Dealer. 2) The protective coating work $5000.00 which Line X performed not Northstar. 3) Northstar’s role in this was to provide an aftermarket bumper, fog lights and take care of assembly removal and re install the rear bumper in coordination with Line X and their scope. It was to also replace parts on a suspension issue from the aftermarket company that did the suspension. Northstar didn’t diagnose this problem but the aftermarket company did and we did what we were told by that company and they paid us to do it. 4) The nick on your dash was not done by us but a different aftermarket company that did some windshield work on your truck not Northstar. 5) You bought an aftermarket bumper and fog lights off of Northstar but because of incompatibility Northstar installed the fog lights upside down to make them installable. 6) Your protective coating after it was completed you let us know you weren’t satisfied so we arranged for the owner of Line X to come up and speak to you. The pictures and video posted on facebook June 28th by Kate Baglot outline this. The owner of Line X re did the truck and had the Western Canadian Line X Rep do a quality control check on the vehicle. The Western Canadian Line X rep said it met the highest standards now and as I understand took care of what the facebook pictures and videos showed as deficiencies. Your dissatisfaction now comes from the line that is produced now. Due to the fact that when the Line X material meets the paint and they are two different materials the line is impossible to not show the owner of Line X had explained. hen you and your step father were in the parking lot your step father agreed that the owner of Line X was right about the line. The materials are different so there will be a line. Line X can’t make it go away. Aftermarket Suspension – The suspension that we did not install has not been satisfactory to you. The aftermarket company agreed to supply upgraded parts and pay us to install them at no charge to you. You have been making your own adjustments to the suspension have installed yourself or had someone else install a height sensor from Princess Auto in an attempt to solve these ride height issues. Northstar measured all the adjusting rods, the rear is out by and inch and the front are out by about a half inch. The pivot points are worn out which you accused us of damaging but when we investigated this with you and your step father you agreed it wasn’t caused by Northstar’s technicians and it was worn on its’ own. There was no negligence on our part. The last suspension part didn’t arrive until June 19th from the aftermarket supplier. When the first compressor and relays arrived we installed them and the system wasn’t working correctly so then we leak tested the air suspension system and found that one of the newly supply relay boxes had a cracked fitting so we then ordered another part from your aftermarket suspension supplier when that arrived it was the wrong part and Kelderman had shipped the incorrect parts. To help the aftermarket part supplier our Parts team and Technician had Kelderman supply us with a diagram so we could verify and show them what part were required so they didn’t send the incorrect parts again. Now that the correct parts are installed we have an issue with the right front airbag only when you try to adjust the ride height, if its left at the base setting there is no issues. The best thing that your stepfather suggested was for you take this last issue (Right front Airbag) back to whoever installed your aftermarket suspension and have them address this concern. We agree with that as we didn’t do the original install. We were trying to help as this was more convenient but it is now at a point where the supplier needs to take over as this was not our install and they have a better chance of keeping you satisfied. Fog Lights – Our tech did everything he could do to install them right side up but the only way to make them fit with this bumper was to install them upside down. The writing on the lights are upside down which may not be acceptable to you but from a light casting point of view there is no difference. If this doesn’t work for you we suggest we remove the lights and will credit you back the lights and labor for installing them. You had come and ordered the fog lights and bumper on separate days which Northstar didn’t cross reference and we should have so that’s on us. You will see a resolution to this below. Dash – The reason we suggested to take it back to the place that damaged the dash is for them to install this part for two reasons. I will outline those in the summary after the resolution below. Here is our resolution Your bill should be $13200.80 All in for everything if it had all gone smooth on both sides. It hasn’t so here is what we will do. Line X has agreed to not charge anything so the bill is being reduced to $8200.80. They have resolved the issues that were shown on Kate Baglot facebook post. The line between the two materials can’t be solved but the bill for what is done is zero. I think Line X is making a fair resolution here in my opinion. If you instruct us to take the fog lights off we will credit back the parts and the labor which was $1112.80. The bill would be further reduced to $7088.80. This includes the parts for the new front bumper, the assembly of the mesh grille and the new bumper, install the front adaptive cruise module, removal of the front and rear bumpers for line X spraying, re install the bumpers, tinting of the windows, install black mirror caps, wheel alignment, and replacing rear park aid sensors. Although there has been complications with this work the way you brought up your dissatisfaction on a few occasions is not acceptable to my team. If my employees feel threatened, uneasy or are in an unsafe work environment they have the right to refuse to do that work. In your treatment of our staff Rob made the call to have you not be a customer of ours anymore. He framed it as “we can’t meet your expectations” which was a nice way of saying we can’t get anyone to write the repair order, complete the work or do the cashiering. It is Rob’s responsibility to do what he can to make the environment our team works in as comfortable as possible. I stand behind Rob on the call he has made. Customers get to complain and be upset but in this case it went beyond what is an acceptable standard for our team and me. I am sorry this happened and the stress this has caused you. Let me know which of the options above you would like to have take place. The $8200.80 amount and leave the fog lights on or the $7088.80 option and we remove the fog lights. You can email me at mgiles@northstarfordlincoln.ca and I will start the process. I will need about 4 hours lead time in order to have your truck ready and Rob will be your point person in Calgary as I am in Northern Alberta right now. We are closed until Tuesday so I would need to know by 1 pm today if you wanted to pick up the truck today. Otherwise it will wait until next week and we will park your truck in our storage compound over weekend as it has some extremely expensive items on it and I am concerned for their security. Thank you Marty Giles Owner Northstar Ford Automotive Group

Northstar Ford Calgary responded

Thank you for taking the time to leave us a five-star review! We are pleased to hear about your positive experience with Brittany.

Northstar Ford Calgary responded

Thank you for taking the time to leave us a positive review! We are pleased to hear about your positive experience with our dealership.

Northstar Ford Calgary responded

Thank you for taking the time to leave us a positive review. We hope you keep Northstar Ford Auto Group in mind for all of your future vehicle needs!

Northstar Ford Calgary responded

Thank you for taking the time to leave us a positive review. We hope you keep Northstar Ford Auto Group in mind for all of your future vehicle needs!

Northstar Ford Calgary responded

We are sorry to hear that your most recent experience with our dealership did not go as planned. We would like to follow up with you regarding your service experience. It’s our goal to provide the best experience possible. Please respond with your contact information and/or you can contact us at the NorthStar Ford Calgary at 403-239-1115 if you wish to speak further. Thank you!

Northstar Ford Calgary responded

Thank you for taking the time to leave us a five-star review. We are pleased to hear about your positive experience with Fiona.