Bill Collins Ford Lincoln

Bill Collins Ford Lincoln responded

Thank you for sharing areas that the staff at Bill Collins Ford can concentrate on to better improve customer service/ experience. I’d welcome an in person or telephone conversation to understand better as the notes that have been reviewed show that a loaner / rental vehicle was offered. The almost 200 staff members of Collins Auto Group work diligently to support our families by providing excellent customer service so your feedback and clarification would be welcomed. Respectfully, Andy Hall 502-459-9550

Bill Collins Ford Lincoln responded

Hi Jgoo and thank you for your candid feedback regarding your experience with few members of our staff. For 53 years Bill Collins, Ford has always strived on doing the right thing by putting the customer first with honesty and integrity. We are happy that you found a vehicle that met all of your requirements and truly appreciate you taking the time to reach out. Customer feedback is essential for us to learn and grow. I would love to have a deeper understanding and am available at 502-459-9550 ext 3123 Again, thank you for your feedback, and for giving us the opportunity to earn your business and I look forward to speaking with you soon. Respectfully, Andy Hall

Bill Collins Ford Lincoln responded

Thank you Ms. Wright for sharing your experience. The staff at Collins Auto Group takes every guest experience and comments seriously and I’d welcome the opportunity to speak with you. My direct number is 502-371-3123 Thank you again and I look forward to speaking with you.

Bill Collins Ford Lincoln responded

Respectfully, the comments of your post are incorrect and therefore not factual. As was explained to you in detail via our phone conversation. Vehicles are sold when either a contract is signed or when a deposit or money has changed hands. In your case neither of those had occurred. Unfortunately, in this circumstance before you were able to execute a contract or give a deposit another customer did in fact execute a contract and exchange money. The timing although unfortunate is a part of doing business especially when a vehicle is in high demand such as a bronco. We simply tried to accommodate your vehicle need by informing you of what else we had available and incoming. These are the facts of the car deal. As you stated you are a business owner yourself, I hope you would deal based on facts. As for our credit card fee being passed to the customer, again this is a business operational decision. It is fair to all customers so we can in fact keep lower prices for our services while giving customers options in their payment methods. No different than when you pay a higher per gallon price at the gas station for using credit card than if you were to pay cash. The simple fact is that most businesses these days do this because the influx of credit card usage and the vast rewards programs have become a costly expense to a company. Therefore, we welcome and encourage our customers to pay cash, check, or debit card all which have no charge because those cost a company nothing. We have been in business for 54 years and stand by doing business the right way even when some may disagree. Respectfully, William Shane Collins

Lsmith responded

As I stated during our conversation, I had been working with both your sale representative & sales manager to come to an agreement as to the purchase price of the Bronco. we had a Verbale agreement that I would come in first thing in the morning with a check and the vehicle be held till than, as it was late in the day I had all ready been to your location twice the same day and had gone home. I am a previous customer an was a man of my word showing up 15hrs later. You point out in your response you don't do business that way. I can tell you that you have in the past with me. this is where the greed comes into play. you get a better offer the check is there. I get it! Its your business , don't think I would have burned previous customer for a little extra cash. If I would have been told "Hay WE made a mistake and we going to make it up some how" I would have listened. Some times it hurts a bit to back your team up when a mistake is made. But this what a Great team does. I am Happy with my new Bronco bought elsewhere. As to your credit card fees I understand why you do it. But Fair is a key word with service work many times people don't have the finances to repair their vehicle and have no other option than credit card. charging more than it cost you seems wrong to me. But you been in business 54 years doing your way. I think we both can agree we are living in different times today. best wishes CLS