June 21, 2016Dear [redacted]:This letter is in response to the concerns as filed by [redacted] in reference to the repair of their 2008 [redacted] at our Collision Center in Palmyra, PA. We appreciate the opportunity to respond to this customer's complaint from our perspective. Please know...
that Maguire's Ford Lincoln takes all complaints against our dealership seriously. Naturally, we do everything we can that is reasonable and responsible to handle complaints in a way that will satisfy our customers. The 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 customer. For this reason, we are providing you with the background on this complaint from our perspective.BackgroundOn April 20, 2016 the customer arrived at our dealership for the purpose of obtaining a Body Shop repair estimate for their [redacted]. The estimate was prepared, and the customer drove off our lot in his vehicle as the [redacted] was able to be driven. The mileage at the time of the estimate was 87,379.On May 10, 2016 at approximately 8:15 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 repairs. As we performed the repair work, we encountered a potential wiring issue, which required the Vehicle be driven to [redacted] in Mechanicsburg. These types of wiring issues normally require diagnostics from an authorized [redacted] dealer. In this case, we drove the vehicle to the [redacted] dealership; approximately 25 miles from Palmyra. On May 26, 2016 when all repairs were completed, the Body Shop Manager took the vehicle on a test drive to ensure the [redacted] was performing well and in accordance with normal operating function. The vehicle didn't need a lengthy test drive; therefore, the Body Shop Manager drove it to the local fitness center; approximately 5.5 miles away. This 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 up. On May 27, 2016 the customer picked up their vehicle and returned their [redacted] Rental vehicle. We 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 vehicle. It 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 purpose. This 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[redacted] Parts & Service Director
June 21, 2016Dear [redacted]:This letter is in response to the concerns as filed by [redacted] in reference to the repair of their 2008 [redacted] at our Collision Center in Palmyra, PA. We appreciate the opportunity to respond to this customer's complaint from our perspective. Please know...
that Maguire's Ford Lincoln takes all complaints against our dealership seriously. Naturally, we do everything we can that is reasonable and responsible to handle complaints in a way that will satisfy our customers. The 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 customer. For this reason, we are providing you with the background on this complaint from our perspective.BackgroundOn April 20, 2016 the customer arrived at our dealership for the purpose of obtaining a Body Shop repair estimate for their [redacted]. The estimate was prepared, and the customer drove off our lot in his vehicle as the [redacted] was able to be driven. The mileage at the time of the estimate was 87,379.On May 10, 2016 at approximately 8:15 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 repairs. As we performed the repair work, we encountered a potential wiring issue, which required the Vehicle be driven to [redacted] in Mechanicsburg. These types of wiring issues normally require diagnostics from an authorized [redacted] dealer. In this case, we drove the vehicle to the [redacted] dealership; approximately 25 miles from Palmyra. On May 26, 2016 when all repairs were completed, the Body Shop Manager took the vehicle on a test drive to ensure the [redacted] was performing well and in accordance with normal operating function. The vehicle didn't need a lengthy test drive; therefore, the Body Shop Manager drove it to the local fitness center; approximately 5.5 miles away. This 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 up. On May 27, 2016 the customer picked up their vehicle and returned their [redacted] Rental vehicle. We 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 vehicle. It 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 purpose. This 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[redacted] Parts & Service Director