AutoFair Ford

AutoFair Ford responded

One of the most important elements of a successful business is the retaining of repeat customers and a dedication to ensuring customer loyalty. It is imperative that all of our employees uphold this commitment to our customer, from service to sales. We acknowledge that mistakes can be made, but we always make every attempt to rectify the situation and do what is right. Therefore, we are very appreciative of this feedback. This customer is absolutely right, an open line of communication and a thorough explanation of the entire process are essential in a positive business transaction, whether it’s sales or service. It is our job to correctly accomplish the paperwork process in an efficient and timely manner, without needing a return trip to the dealership. In this case, the bank ended up requiring additional information in order to fund the loan, so a return trip was needed. Unfortunately in these situations, the banks are the sole decision makers. They determine what is needed to obtain an approval and lay out the steps necessary to achieve it. Purchasing a car here is fun and stress-free, but when a rare and unfortunate situation like this arises, we immediately convey the information to the customer and give them options. We then make every attempt to be flexible, help the customer through the rest of the process, and assist in acquiring what is needed for the approval. This is our obligation to you as your guide both before and after your purchase. We hope that this customer realizes that his first vehicle purchase, and the satisfaction he enjoyed during it, is the true representation of what our goal is with every transaction, and what purchasing a vehicle is really like here at our dealership. We apologize that Dave, Gil, I, and the other Sales Manager you spoke with were unable to rectify your situation. We did and will continue to do everything possible to satisfy you and everybody that walks through our front doors. We really hope that in the future you will consider us again for the purchase of your next vehicle, and we look forward to the opportunity. Sincerely, Sean Woodruff Business Development Director Autofair Ford

AutoFair Ford responded

Our goal, as it is with every transaction, is to provide every customer with an enjoyable purchase experience, while also adhering to the policies and processes that ensure we are safeguarded and protected, as a business, from fraudulent and/or deceitful practices. Much of this responsibility falls onto the Business Manager, who is in charge of following these processes, along with maintaining an open line of communication with our customers, financial institutions, and any other parties involved in the transaction. Upon the conclusion of negotiations and after agreeing to purchase the two vehicles, our Business Manager interviewed the customers to verify that all of their information was correct in order to complete their paperwork in a timely manner. Our Business Manager’s job is to interview every customer to ensure accuracy, as this is ultimately our responsibility. During the interview, the customers indicated that they had secured their own financing. Because they lived out of state and a good distance from our dealership, we offered to provide them with aggressive financing from one of the banks we normally work with. This would have made the process much easier and quicker for them and saved them money, which was our goal. We were able to offer them financing at a full point lower than their credit union had offered, which between the 2 cars would have saved them approximately $2200 over the course of their loan. The customers responded that they had personal issues preventing them from taking our offered financing. We told them that we absolutely understood. This was the last time the issue was discussed. At no time was additional pressure put on the customer to accept our offer. At the completion of the paperwork we requested the contact information for the credit union the customer stated she was working with. She responded by giving us the name of the credit union only. She stated that her husband who was in Vermont was taking care of the financing and had all of the contact information. She promised to call the next day (6/29/11) with a phone, fax, and a contact name at the credit union. We stressed the importance of this phone call because she had decided to take the vehicles that day. The paperwork process can be somewhat time-consuming, and most customers plan accordingly. This is the second biggest purchase next to a house and there were two cars being bought, therefore it is crucial that the proper time is taken to make sure everything is done correctly and properly the first time. We would never want any customer to have to come back to our dealership because of a mistake with the paperwork. This was especially the case here, considering how far away these customers live. This is also the reason we took it upon ourselves to drive to their house and pick up their trade-in. Again, our goal is to provide a convenient, painless, and stress-free purchase experience to every customer. After not hearing from the customer in any way as promised on 6/29, our Business Manager did his job as the financial representative of the dealership and made some necessary calls. He called the customers once and left each a message. These were calls to inquire simply and solely for the contact information of the credit union. They were in no way, as the customer stated, demands to know “where our money was”. In the above review you can see where it states: “Had they not been so pushy in getting the cars out the door that very evening, they would have had their money IN HAND the next day.” We do not believe that any customer has the right to “withhold payment” on their purchase because they agreed to take their new vehicle home with them in accordance to our policy. After not hearing back from the customer in any way by 6/30/11, we asked the Sales Associate if he had any luck reaching the customer. He responded that the customers were on vacation in Connecticut for an undetermined amount of time. This immediately raised some concerns to us. We completely understand that sometimes complications and delays can occur, but we always give the customer the benefit of the doubt. To reiterate, the customer assured us on the date of sale that we would be provided with the contact information of the credit union the next day. There was no mention of leaving on an extended vacation in cars that were as of then not paid for. Having two vehicles on the road valuing a total of over $60,000, and still without any contact from the customer or information other than the name of the credit union, our only option was to attempt to contact the credit union ourselves. On our first call to the credit union we were given a contact name, but were told he was on the other line. We were asked if we would like to hold, we said yes and held for about ten minutes, then left a voicemail. At no point in time were we rude or discourteous. Again, we give the customer the benefit of the doubt, but were now at a point where we hadn’t heard from the customer for a few days. We now have zero information, are liable for over $60,000 worth of vehicles being held out of state, and have not heard from the customer for several days. Any rational person or business owner can understand that there was obviously some concern to be had here; however, we continued to maintain a level of professionalism and courtesy that is required by all our staff. We did not receive a call back from the credit union until the next day. The representative confirmed that the customer was in Connecticut and that it would be some time before he would be able to complete the loan process. Long story short, we did not receive the bank check for the first vehicle until 7/11, almost two full weeks after the sale was made. Additionally, the check for the second vehicle ended up not coming from the credit union at all, but was a personal check that did not arrive until several days after the first check arrived. We understand that circumstances arise where customers would like to arrange their own financing and we are always more than happy to assist the customer upon understanding their request. Unfortunately, we were given incomplete information and after 10 to 15 calls to the customer never received a call back. In the end, our salesperson and our dealership made every effort to ensure this customer’s satisfaction, while abiding by necessary and completely understandable business practices. We conducted ourselves in a highly professional and courteous manner through the duration of this process, and are saddened that a customer is trying to blame us for issues that could have clearly been avoided. We did try to reach out to the customer to resolve this issue, as we do with every dissatisfied customer, but were met with hostility and resistance. Review forums such as DealerRater.com are essential in maintaining an open and honest approach to doing business, but we hope that all customers be honest and upfront about their experiences. We strive to satisfy every customer in every way possible, and we want to make every vehicle purchase both an enjoyable and memorable experience. Larry Tentarelli General Sales Manager

AutoFair Ford responded

In response to our customer’s inquiry, it is important to us that every customer is completely satisfied with their transaction. The reviewer claims that the salesperson "tried to impress him with all the safety features". In actuality, the salesperson, Scott, was providing the customer with a product presentation of the features and benefits of the vehicle. We believe that customers want to know what the features and benefits are when considering a vehicle for purchase, and we offer a full product presentation and demonstration drive to each and every customer. We have received feedback from many customers that this is a good business practice and helps provide them with the important information they need to make a smart decision. Regarding the length of time to complete the transaction. We strive to make the delivery process as quick and efficient as possible for all customers. Buying a new vehicle however, is a detailed process and requires a few steps to complete the transaction properly. The financing paperwork and State paperwork require a thorough explanation by the Finance Manager and time to answer any questions the customer has. As part of the Delivery Process at Autofair Ford, we introduce the customer to our Service Department and a trained Service Advisor, explain important Service features, answer any service- related questions, and schedule a complimentary first oil-change for the customer. We also spend enough time with the customer explaining the operational features of their new vehicle, helping to pre-set radio stations and answering any questions the customer has so they feel comfortable with their new vehicle. Buying a new vehicle is an important decision, and we try to be as thorough as possible with each customer and give them the time they deserve. Regarding the complimentary oil change that was offered to our customer. We contacted the customer by phone to get a better understanding of his view and attempt to make amends. In our conversation with him, I asked if he was happy with his new car, which he said he was. I asked if he was comfortable doing business with Autofair in the future, and explained that he could deal directly with myself or with any representative. When he was hesitant I offered a complimentary oil-change as a show of goodwill in an attempt to allow the customer to feel doing business with us in the future. While we do regret that our customer was not completely satisfied with the process, we do feel that all customers deserve to be provided with explanations of the features of vehicles they are considering and proper time to complete their purchase in a comfortable manner. Larry Tentarelli General Sales Manager