David Eichorn | Page 2

THANK YOU APPLE FORD - SERVICE DEPARTMENT While spending the weekend in Western MD, my 8 month old Ford Edge broke down on me. I located and call the nearest Ford Dealership (Schaeffer) to te While spending the weekend in Western MD, my 8 month old Ford Edge broke down on me. I located and call the nearest Ford Dealership (Schaeffer) to tell them what had happened and what icons came on the dash when my vehicle lost power. At 4:00 p.m., no one answered the phone at that dealership. So, I called home to Apple Ford and spoke to David, explained to him what had happened and the situation I was in (Saturday evening, out of town, new vehicle broke down, nearest dealership closed already) and then asked if he thought it would be okay to drive it home (approximately 250 miles). David very sincerely told me no, that he would not be comfortable with telling me to do that and to please just wait it out until Monday to bring it to Schaeffer Ford. He said he would feel better if they looked at it first, ran diagnostics and take the appropriate action before I drove it that long of a distance. So, I took his advice and waited until Monday. THANK YOU DAVID! Monday morning, called Schaeffer Ford told them that I needed to bring my new Edge in for service and explained why. The Service Advisor that I spoke too was rude, arrogant, nasty and told me Schaeffer Ford Service Advisor: "Yeah, bring it in. I might have time to get to it in a few days" Me: " Ahhhh, a 'few'days?" Schaeffer Ford Service Advisor: "Yep, that's what I said" Me: "Ahhh, okay well I have to get home today. Do you have a loaner/rental for me?" Schaeffer Ford Service Advisor: "Ford ain't obligated to give you a loaner" Me: "Ahhh, this is a 'new' vehicle and it's still under warranty, especially since I bought the 100,000 mile/10 year extended warranty. Yes, I do believe Ford 'is' obligated to give me a loaner. Schaeffer Ford Service Advisor: "Nope, you're wrong" Me: "Okay, I think I'll check into that a little further. And in the meantime, I'll bring my vehicle down to you (reluctantly at this point)" I then called back to Apple Ford and spoke to Curtis. Explained (again) to him what had happened and how I had been treated. Curtis was disturbed and told me to take my vehicle down there, use my authoritative voice and to tell this rude dude exactly what I want him to do "Run the diagnostics, read the codes, then replace the throttle body (whatever that is - lol). And if he gets nasty with you again, call me back and I'll speak to him" THANK YOU CURTIS! Following that phone call, I called the group that handles warranties/extended warranties. They (Rudy) confirmed that I 'was' entitled to a loaner/rental and that Schaeffer Ford was absolutely wrong in telling me different. Again, Rudy told me exactly what to say and do and that if I had any further issues to please call him back and let him know. THANK YOU RUDY! Brought my vehicle to Schaeffer Ford and they did eventually fix it (had to replace the throttle body - fancy that - lol). While there, I told them that I had made a few more calls and confirmed that Ford 'will' provide me with a loaner/rental if they were going to have my vehicle for more than 1 day! THANK YOU AGAIN RUDY! The looked a bit surprised that I told them that and then responded by saying "Well, let's cross that bridge when we get to it." Nope, let's address it right now because I need to get home today ... either in 'my' vehicle or 'your' loaner. Schaeffer Ford ended up fixing 'my' vehicle that day and I made it home that night. To sum this all up, THANK YOU APPLE FORD SERVICE! YOU GUYS ROCK!!!!! And Schaeffer Ford - YOUR SERVICE ADVISORS need some SERIOUS training in customer service, attitude adjustments, behaviors and manners! GOOD LUCK WITH TRYING TO MAKE THAT HAPPEN ... Other notes: They did not use paper floor mats or plastic protection on the seats. Did not bring the vehicle to me when I went to pick it up. Handed me the keys and said here ya go. Had to go out and search for it. Found it 'way' at the back of the building. More

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experience with service department I had to bring my car in because I blew out my tire. I had to wait a while but they fixed my car as fast as they could and I did not have an appointme I had to bring my car in because I blew out my tire. I had to wait a while but they fixed my car as fast as they could and I did not have an appointment. The staff was very friendly and accommodating.I am glad I bought a ford.I would Definatly be a ford customer for life. I have had nothing but good experiences with appke ford and their serviceable sales department. More

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Wonderful customer service Had a scheduled oil change. While waiting for my vehicle to be serviced I couldn't help but notice the consistent niceness and considerate way that D Had a scheduled oil change. While waiting for my vehicle to be serviced I couldn't help but notice the consistent niceness and considerate way that David Eichhorn interacted and dealt with customers. It was very nice to witness and he really didn't notice that anyone was observing him being patient, kind and thoughtful. He was just authentically being nice. He should be commended for excellent customer service. David Eichhorn represents your company well. You are lucky to have him. Susan More

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Added another used vehicle to the Customer for Life plan. I appreciate the ability to incorporate additional vehicles in our household to our current CFL Plan; it makes it more likely that our vehicles will b I appreciate the ability to incorporate additional vehicles in our household to our current CFL Plan; it makes it more likely that our vehicles will be well maintained. Dave Eichorn was very friendly and knowledgeable as explained the initial maintenance review of the vehicle we added to the plan. More

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Heater Shield On a four hour business trip out of town, i heard a terrible metal on metal sound out of no where. Knowing nothing about trucks, I hurried to the near On a four hour business trip out of town, i heard a terrible metal on metal sound out of no where. Knowing nothing about trucks, I hurried to the nearest Jiffy Lube. After a 2 minute inspection, they returned to me and explained my brake pads had been worn through and my rotors and calipers had gone bad. After explaining to me my bill would be $900, they showed me the brake pads and said " you see how worn down they are?" If I had not just had them replaced I would have for sure just agreed with them and went through with the $900 service. Jiffy Lube explained it was too dangerous to drive the remaining 100 miles to Ford to get this checked out. My intuition told me to take the chance. I drove directly to the Ford dealership with no appointment, with a fear that my truck would stop driving. I pulled into the bay, and a service tech, hopped into my car, we drove about 40ft, and he said I know what it is. 30 seconds later I had another tech under my truck and confirmed it was a problem with the heater shield. He told me he would fix it right on the spot. $3.80 and 5 minutes later, I am on my way with no terrible sounds. All I can say is thank goodness for Apple Ford Lincoln's trustworthy techs and great customer service. I believe the employees I worked with were Curtis and David, but I apologize if I am incorrect. Thank you Curtis and David! More

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Allan SwartzmaQuick Lane Manager/6/24/2014 Tire replacement Alan went above and beyond to expedite replacement of one of four MICH MXV4 tires on my '10 Taurus SHO under road hazzard warrenty at a reasonable cha Alan went above and beyond to expedite replacement of one of four MICH MXV4 tires on my '10 Taurus SHO under road hazzard warrenty at a reasonable charge and with little time wasted waiting on my part. He and all Apple Ford Service and Sales always do everything possible to keep customers happy and coming back. They exclusively service all three of our Ford vehicles and we plan to continue to buy all future Fords from Apple. It is a very large dealership but it is personal and friendly like family whenever we are there. When he sees us, Chip, the owner, always comes over and personally greets us. A business that so goes out of its way to serve it customers and its Columbia and Howard County community deserves the success Apple Ford is experiencing! Gary Hamer More

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The rating was based on the continued service I received for this and other vehicles purchased from Apple. The customer service makes me feel confident that I would not have a problem with the associates c for this and other vehicles purchased from Apple. The customer service makes me feel confident that I would not have a problem with the associates correcting the issue in a timely fashion. More

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I cannot say enough about the service at Apple Ford Columbia, MD I am happy with whoever I deal with in the Service Dept. They are all very helpful and friendly. I especially want to mention Dave E Columbia, MD I am happy with whoever I deal with in the Service Dept. They are all very helpful and friendly. I especially want to mention Dave Eichhorn. He is very friendly, very knowledgeable, honest and most professional. My husband and I feel our Lincoln is in good hands when serviced at Apple Ford! Thank you, Faith Zei More

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David was extremely helpful when describing what I needed done to my car. Very friendly and honest. I will come back to this dealership since I have found someone I can trust and rely on. done to my car. Very friendly and honest. I will come back to this dealership since I have found someone I can trust and rely on. More

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Excellent service, no problems. Just wish service adviser would have name tag, wasn't sure who I was supposed to deal with since I have not been to service center too often. Also wish someone would meet at v would have name tag, wasn't sure who I was supposed to deal with since I have not been to service center too often. Also wish someone would meet at vehicle when I bring into service area. Never sure who to see, or where, to go. More

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