CONTACTS 
0201 - Lithia Ford
020101 - Mr. Dan Merryman; Assistant Manager
020103 - Service Department
0202 - Lithia Ford
020201 - Ms. Randi Brammeier
020202 - Customer Service Representative
020204 - Service Department
0203 - Lithia Ford
020301 - Ms. Shannon Sellers
020302 - Express Lane Supervisor
020304 - Service Department

SUBJECTS
Procurement Services Parts
Call to Schedule Service

0504 -
0504 -    ..
0505 - Summary/Objective
0506 -
050601 - Follow up ref SDS 8 0001, ref SDS 7 0000.
050602 -
050603 -
050604 -
050606 -  ..
0507 -
0508 -
0509 - Progress
0510 -
051001 - 3000 Mile Service on Vehicle at 24K and Following Prior 15K Service
051002 -
051003 - Follow up ref SDS 7 6176.
051004 -
051005 - Delivered car to Lithia Ford in Concord for service in compliance with
051006 - manufacturer requirements and industry standards for routine
051007 - preventive maintenance work.
051009 -  ..
051010 - Met Shannon Sellers, Express Lane Supervisor.
051012 -  ..
051013 - Shannonn initially inspected the car and entered identification,
051014 - mileage and other diagnostic data.  At this time, discussed the need
051015 - for Lithia to update the notice to the customer for the next service,
051016 - which is placed on the windshield.  Shannon indicated Lithia will
051017 - update the notice.
051019 -  ..
051020 - Shannon prepared a work order with tag #1891 (handwritting difficult
051021 - to be sure).  She asked what service is requested?
051023 -  ..
051024 - We reviewed the work Lithia performed on 030801 under invoice #378323.
051025 - ref SDS 7 KN50  Shannon noticed that Lithia performed manufacturer
051026 - requirements for 15,000 mile service, and that the current mileage is
051027 - at 24,000.
051029 -  ..
051030 - Advised there no problems to report that required service.  Therefore
051031 - Lithia should perform manufacturer's recommended service for vehicle
051032 - status determined by Lithia.
051034 -  ..
051035 - Shannon asked if an oil change should be performed?
051037 -  ..
051038 - Discussed again Lithia performing manufacturer's recommended service
051039 - for vehicle status determined by Lithia.
051041 -  ..
051042 - Typically, this can include inspecting and replacing windshield wiper
051043 - blades, if needed.  Inspecting transmission fluid, antifreeze fluid,
051044 - windshield washer fluid, and such other consumables that require
051045 - routine inspection and replacement.  Therefore, if an oil change is
051046 - found to be needed, based on manufacturer's requirements and industry
051047 - practice, then this should be performed, along with other preventive
051048 - maintenance service.
051050 -  ..
051051 - There was a Quality Care Report on the customer counter.  Shannon said
051052 - Lithia will prepare a Quality Care Report and submit the form to the
051053 - customer showing that all of the tasks listed on the Quality Care
051054 - report that pertain to the vechicle status will be performed.  This
051055 - aligns with past practice working with S&C Ford in San Francisco.
051057 -  ..
051058 - Shannon prepared two (2) documents.
051059 -
051060 -    Work Order Tag 1891
051061 -
051062 -        This document has a section with the title....
051063 -
051064 -                  Customer's Concern/Request
051066 -  ..
051067 - Under this heading, Shannon listed....
051068 -
051069 -                                        Amount
051070 -
051071 -            ILIFE                           0
051072 -            ROT                         19.95
051073 -            99P                             0
051074 -
051076 -  ..
051077 - This document was signed by the customer and a copy was submitted to
051078 - the customer.
051080 -  ..
051081 - Shannon prepare a second document, which was signed, but a copy was
051082 - not provided to the customer, therefore the content is unclear.
051084 -  ..
051085 - There were three lines of text entered in the form that were more
051086 - detailed than on work order tag #1891, but still not discernable about
051087 - the scope of work Lithia planned to perform.
051089 -  ..
051090 - Another Lithia rep also at the customer counter at this time overheard
051091 - discussion about scope of work, and referenced a Lithia Ford document
051092 - with the title...
051093 -
051094 -
051095 -                   Premium Maintenance Schedule
051096 -
051098 -  ..
051099 - This document is not dated, but says in part on the front page...
051100 -
051101 -    Services suggested in this schedule have been determined by the
051102 -    manufacturer's general recommendations and our years of automotive
051103 -    experience in our sever climatge and driving conditions.
051105 -     ..
051106 -    For maximum protection Pennzoil recommdns a Lube, Oil and Filter
051107 -    Service every 3 months or 3,000 miles.
051108 -
051110 -  ..
051111 - The second page says in part....
051112 -
051113 -        Every 3,000 Miles or 3 Months
051114 -
051115 -        Services
051116 -
051117 -        Drain Engine Oil
051118 -        Replace Engine Oil Filter
051119 -        **Install New Oil (Up to 7 Qts)
051120 -        Tires / Adjust Air Pressure
051121 -        Lubricate Suspension as Required
051122 -
051124 -         ..
051125 -        Inspect
051127 -         ..
051128 -        All Lights
051129 -        All Fluids
051130 -        Radiator Hoses
051131 -        Engine Drive Belts
051132 -        Engine Air Filter
051133 -        Exhaust System
051134 -        Wiper Blades
051135 -
051137 -  ..
051138 - Shannon said that the work order documents she prepared intend to
051139 - perform the scope of work for 3,000 mile service, which Lithia says
051140 - meets manufacturer's requirements.
051142 -  ..
051143 - Estimated cost.................................. $19.95
051145 -  ..
051146 - Shannon did a terrific job explaining Lithia's scope of work and
051147 - handling customer questions.
051148 -
051149 -
051150 -
051152 -  ..
051153 - Millie Needs a Ride from BART -- Try to Arrive OA 0430
051154 -
051155 - Follow up ref SDS 7 K44N.
051156 -
051157 - Instructions were provided during the prior service on 030802, where
051158 - Lithia asks customers to arrive at BART prior to 1700.
051160 -  ..
051161 - Millie can call Lithia....
051162 -
051163 -                         925 686 5005
051164 -
051165 - ...before 1500 to coordinate on her time of arrival at BART for
051166 - pickup by the Lithia shuttle.
051168 -  ..
051169 - Back at Millie's place, called the above number and talked to Craig.
051171 -  ..
051172 - Craig said Millie should call about 30 minutes before arrival at
051173 - Concord, so the Lithia Shuttle driver has time to arrive at the BART
051174 - station at the approximate time Millie arrives.
051175 -
051176 -
051177 -
051179 -  ..
051180 - Shuttle Ride from Lithia to Home
051181 -
051182 - Follow up ref SDS 7 QS64.
051183 -
051184 - Considered working at Lithia until service on the car is completed,
051185 - then pick up Millie at BART this afternoon, to save the need for
051186 - coordination on a shuttle ride again.
051188 -  ..
051189 - Shannon said service might take 1 - 2 hours.
051191 -  ..
051192 - As a result, decided not to wait and work at Lithia's offices while
051193 - the car is serviced.  Sometimes 2 hours can become 3, if problems
051194 - arise.  Took shuttle back to Cowell and Treat.
051195 -
051196 -
051197 -
051198 -
051200 -  ..
0513 -
0514 -
0515 - 1020
0516 -
051601 - Work Order Number to Identify Transaction
051602 -
051603 - Follow up ref SDS 7 QS86.
051604 -
051605 -
051606 -
051607 -                      concordfordvw@lithia.com                                                                                                                    O-00000826 0304
051608 -
051609 -
051610 -
051612 -  ..
0517 -
0518 -
0519 - 1742
0520 -
052001 - Millie got home from picking up the car at Lithia.  We reviewed the
052002 - invoice....
052004 -                         ..
052005 -                        378323
052006 -
052007 -
052008 - ...dated today, 030801.
052009 -
052010 -
052011 -
052012 -
052013 -
052014 -
052015 -
052016 -
0521 -