I purchased the transmission for my 2004 Mercury Grand Marquis from Ladin Mercury last year on 3/1/11 when my car had ~101,000miles. Unfortunately, I had to take my car back to Ladin on 5/26/11 because the new transmission was leaking. I was provided a loaner vehicle from Ladin (i.e. an example of good customer service) so that I could get to my office. Unfortunately that repair was temporary (Ok, these things happen)and the leaking continued so I had to bring in the car a 2nd time to Ladin on 10/31/12 only to be told by Ladin that they had assigned its service on Mercury's to Kemp Ford because Ladin was no longer servicing Mercury vehicles. When I brought the car to Kemp for transmission repairs on 10/31/12, I was told that Kemp doesn provide loaners, so I had to expend out of pocket funds in the amount of $32 in order to get to my office, only to learn that by noon that day, the car was epaired So, during my lunch break that day I returned the rental car and picked up my epairedcar from Kemp. Within a few weeks the transmission began leaking again and so I attempted to get a loaner car from Kemp because it isn't right that I should be out of pocket more expenses simply because I was sold a defective transmission. On Monday 3/5/12 I attempted to make an appointment at Kemp Ford to get my transmission repaired on Friday 3/9/12, and I was told by the appointment desk person that they would call me back concerning my request for a loaner vehicle since I explained that this would be the 3rd time I have had to bring in the new transmission due to the fact that it continues to leak and it only has 12K miles on it. They did not call me back to confirm they would have a loaner vehicle. On Tuesday 3/6/12, I called Kemp Ford and asked to speak with the service manager, Mike Smith, concerning my problem, and to find out the status of the request I made on Monday. I was told by his assistant that he requested that I leave my phone no. so that he could call me back. As of 1pm on 3/7/12 I received no return call so I sent Mr. Smith an email detailing the problem. I received a call back from Mr. Smith later that afternoon re-iterating that they don't provide loaner vehicles and since I work too far away from the dealership I wouldn't be able to be shuttled to my office. I was then told that I could take the car to any Ford dealer that I liked closer to my office if I didn't like the service I was getting at Kemp. Guess they aren't interested in my business. I wonder if their sales manager would appreciate that approach. I doubt it.
Report inappropriate content
Did you find this review helpful?
Your feedback has been sent to Cars.com.