Lori Brown

Glenn Polk Ford responded

Love hearing that. Fast, quality service is exactly what we aim for, and I am glad our team delivered for you. We appreciate you choosing us and look forward to seeing you again.

Glenn Polk Ford responded

I am really sorry to hear this and I appreciate you taking the time to share it. That is a frustrating experience, especially when you came in expecting a straightforward service visit and left feeling like something was missed and not communicated clearly. What you described is not the standard we hold ourselves to, and it is certainly out of character for how our team normally takes care of people. I am sure there is more to the story behind-the-scenes, but that responsibility still falls on us to make sure expectations are clear, the right work is completed, and nothing feels confusing or unfair when it comes to charges, warranty coverage, or Ford Pass points. I hate that you now have to make another trip to get something handled that should have been taken care of the first time. That is not how we want your time treated. I will be following up with our service leadership so we can understand exactly what happened and make sure this does not repeat itself. Thank you for bringing this to my attention. Your feedback helps us tighten our process and be better for the next customer and for you when you come back in.

Glenn Polk Ford responded

I love hearing this. When someone takes the time to tag the whole service advisor team, that tells me they truly felt taken care of. Our advisors work hard to make every visit smooth and stress-free, and it means a lot to see them recognized like that. Thank you for trusting us with your vehicle and for the recommendation. We are grateful to have you as part of our GP family.

Glenn Polk Ford responded

Really glad you shared this. Hearing that our team came across as knowledgeable, efficient, and positive means a lot to me. That combination is exactly what we strive for every day. We appreciate your support and the trust you place in us.

Glenn Polk Ford responded

Really appreciate you sharing this. Hearing that our team came across as knowledgeable, devoted, and truly caring about our customers means a lot to me. That is exactly the standard we want to live by every single day. We are grateful for your trust and proud of the people who make experiences like this possible.

Glenn Polk Ford responded

Thank you for taking the time to share all of this, and I truly appreciate how thoughtfully you explained your experience. I am glad Lori took great care of you, kept you mobile with a loaner, and helped see the repair through, especially during such an inconvenient time right before Christmas. I also completely understand what you are saying about the impact of small gestures, like returning your vehicle clean, and you are right, those moments of extra care can mean a lot and leave a lasting impression. That is valuable feedback, and I will be sharing it with our service leadership because it is something we can learn from and do better. I am also sorry for the extra frustration around having to ask again about the tire rotation, that should have been followed through on without you needing to remind us, and I understand why that raised concern. Even though the power steering issue was outside of our control, it was still our responsibility to make the overall experience as smooth and reassuring as possible, and we had opportunities to go the extra mile that we missed. I truly appreciate your patience, your honesty, and your trust in us, and I am grateful you gave us the chance to get the problem resolved.

Glenn Polk Ford responded

That is a winning combination, and I am glad it stood out to you. Lori, Brooke, and Justin do a great job being professional, knowledgeable, and skillful while still keeping things prompt and courteous, and that balance matters. I really appreciate you recognizing all three of them and trusting our Ford service team to take care of you.

Glenn Polk Ford responded

That is great to hear. Being professional, timely, courteous, and kind is exactly how we want every service visit to feel, and I am glad our team delivered that for you. We truly appreciate you choosing us and trusting us to take care of your vehicle.

Glenn Polk Ford responded

That is always great to hear. Knowing you had a good experience a year ago and plan to come back again says a lot to me and our team. We truly appreciate your trust and look forward to taking care of you again when the time comes. Happy New Year.