Maguire's Ford of Hershey, PA. Inc.

June 21, 2016Dear *** ***:This letter is in response to the concerns as filed by *** *** ** *** in reference to the repair of their *** ** at our Collision Center in Palmyra, PAWe appreciate the opportunity to respond to this customer's complaint from our perspectivePlease know
that Maguire's Ford Lincoln takes all complaints against our dealership seriouslyNaturally, we do everything we can that is reasonable and responsible to handle complaints in a way that will satisfy our customersThe customer's perception is important as our desire is always to keep them as loyal customers of our dealership.While it is a rare occurrence, we occasionally get a complaint that we are unable to resolve in a manner that is requested by our customerFor this reason, we are providing you with the background on this complaint from our perspective.BackgroundOn April 20, the customer arrived at our dealership for the purpose of obtaining a Body Shop repair estimate for their *** **The estimate was prepared, and the customer drove off our lot in his vehicle as the *** was able to be drivenThe mileage at the time of the estimate was 87,379.On May 10, at approximately 8:AM the customer arrived at our Collision Center for the purpose of having repairs performed by our Body Shop in accordance with the aforementioned estimate of repairsAs we performed the repair work, we encountered a potential wiring issue, which required the Vehicle be driven to *** *** *** in MechanicsburgThese types of wiring issues normally require diagnostics from an authorized *** dealerIn this case, we drove the vehicle to the *** dealership; approximately miles from Palmyra. On May 26, when all repairs were completed, the Body Shop Manager took the vehicle on a test drive to ensure the *** was performing well and in accordance with operating functionThe vehicle didn't need a lengthy test drive; therefore, the Body Shop Manager drove it to the local fitness center; approximately miles awayThis enabled us to verify that all repairs were completed properly.Later that same day, the customer was contacted and advised that all repairs were completed and that the vehicle was ready for pick upOn May 27, the customer picked up their vehicle and returned their *** Rental vehicleWe reviewed the work completed, and the customer appeared to be satisfied with the quality of repairs performed.The Customer's Primary Complaint The customer's primary complaint appears to be the length of time to complete the repairs and the mileage on the vehicleIt should be noted that Body Shop repairs normally do require longer periods to complete all the work due to the nature of the exterior damage and internal problems that can occur as was explained earlier in our response.It should be further noted that the vehicle was test-driven for verification and not for recreational purposeThis is a common practice in Body Shop repair for quality control purposes and to verify all work was completed properly.Thank you again for the opportunity to respond to this customer's complaint.Gordon *O*** Parts & Service Director