I received this email from a customer about a recent experience with the dealership. It is another example of how our dealers GO FURTHER every day!
This is from George Wall Ford Lincoln in New Jersey:
I am sure you get your fair share of correspondence telling you what went wrong. I assure you this is not one of those. This is to tell you what your department, specifically what Lori Costello and Cat Trembley, did right.
My family owns two vehicles purchased new from your dealership. Recently my 2010 Milan was in for an illuminated engine light and regular scheduled maintenance. Everything went well and Saturday morning upon starting my vehicle the engine light came on once again. I called your establishment spoke with Cat Trembley and was told to bring the vehicle in immediately.
Please allow me to provide some background: my 17-year-old son has been ill and has been out of school for three weeks. Despite numerous specialists, blood work and the like, they have been unable to determine the cause of his illness. He lives with his mom 120 miles away who has just started a new job after being unemployed for 18 months. So in light of everything, I have been taking him to the doctor appointments. I was once again leaving over the weekend to stay in a hotel for several days to help and assist and needed my vehicle.
When I arrived at your establishment an hour later I was speaking with Cat Trembly and Lori Costello and explained the situation around my son and his illness. Although I had to go attend to the matters with my son, I was expecting to wait for my vehicle. It was a Saturday, it was a last minute call and I wouldn't be returning until Wednesday. I did not expect any loaner vehicles to be available and needed a car with navigation as well.
Lori Costello and Cat Trembley not only took my vehicle in, they gave me a loaner vehicle with navigation and sent me on my way with their best wishes.
When I inquired if there would be an issue as I would not be able to be back until Wednesday their response was "We will do what needs to be done. You have to be there for your boy." The speed and manner at which they helped me get on my way was astounding. Their courtesy, professionalism and respect, quite frankly, made my jaw drop.
I would also like to point out that I am a shareholder in Ford Motor Company and my 2010 Milan is the first Ford I ever owned. For the past two decades, I have been driving European cars specifically Volvo, Saab, Audi and Mercedes. I am very happy with my 2010 Milan however, the experience I had with Lori Costello and Cat Trembley far surpassed any at those "others" dealers. They made me feel like a person, not just any person, but like family. There is absolutely nothing they could have done to make my experience at your establishment better.
It is my expectation that you will share this note with them and forward it to your supervisor as people of this caliber should be respected, admired and retained. They make coming to your dealership a pleasure rather than a hassle. They are the reason I will continue to drive an hour each way to get my car serviced at your establishment. They will also be directly responsible for the purchase of another Ford for my son from your establishment when he gets through this rough patch and gets his license.