Dawn And Steve
Dallas,#2Consumer Comment
Wed, May 19, 2004
After reading the story from a customer of Keith Hawthorne Ford, I was shocked! We (my husband and I)have been buying cars and trucks from Keith Hawthorne for the past ten years and have received excellent, loyal and professional service. Even before Keith Hawthorne Ford was established, we bought our vehicles from Keith Hawthorne in Asheville and in Charlotte where he was a general manager at another well known dealership. Again, we could not have been more satisfied with our service and the expertise that was delivered. I'm not sure of all the details about this lady's experience. I do know that if I was in her shoes, I would not have relied on a friend to diagnose my car problems unless he was a certified mechanic/technician. I would have gone to another dealership or mechanic to properly diagnos my problems and then would have taken the vehicle back to the original dealership with their diagnosis and then battled. I think this lady was angry and used poor judgment when writing to you so quickly. I urge people to buy from any of Keith Hawthorne's dealerships as he stands behind his products and his commitment to 100% satisfaction. I would be curious to know what ever happened to the lady in this story. Car dealerships are a quick paced environment. I'm sure that her problem did get resolved in a satisfying manner. If not, I'd be resolved to think there was no satisfying her knowing my past dealings with Keith Hawthorne's dealerships.
Wendy
Belmont,#3Author of original report
Fri, January 02, 2004
I recently had to take my car back to the dealership for repairs again and this time, the service department went above and beyond the call to make sure I was satisfied when I left. Not only did they perform the needed repairs, but since my warranty had expired, they did an after-warranty adjustment and did not charge me for any of the work done. They apologized for the problems I had had previously and have done everything they can to ensure that I am once again a satisfied customer. I would like to report that I am more than satisfied with the work the did and am very impressed with the lengths they went to to keep my business. I give two thumbs up to the guys in the service department.
RICK
BELMONT,#4REBUTTAL Individual responds
Mon, June 16, 2003
this is a response to her response, they are unfounded and untrue. this all started because wendys fiance had tried to work on her car, the brake system. he had tried to put rear brake on the vehicle and thought the rear calipers were frozen because he could not press them closed. the rear calipers have to be rotated to close them. he did not have the knowledge of their operation. he had car towed to dealership and after inspection of vehicle we found that brakes were worn out on vehicle. we called him and told him that rear calipers were ok and asked him to come by and we showed him how the rear calipers rotated to close and not pressed as he thought. after we showed him calipers were ok he asked us to install his brake pads on the front and back and we said ok. after inspection of his front pads we found that he had put the antisqueal agent on the wrong side of the pads. we decided to goodwill a set of pads for the front and install rear pads that he provided. after doing the work on the vehicle she picked up the vehicle and drove the vehicle approx. 500 miles she brought vehicle back because she said their was a slight squeak in the front of the vehicle. which is normal especially on aftermarket pads. so to make her happy we installed new calipers and factory pads on the front of the vehicle at no charge to her and also provided her with a vehicle to drive while repairs were being performed. we feel we went the extra mile to help this customer and we in no way ripped this lady off. we gave parts and labor to a customer that had already been working on the vehicle themselves and feel we have done nothing wrong but try to make a customer happy.