Haldeman Ford of Kutztown

Haldeman Ford of Kutztown responded

While we do acknowledge this customer's seat issue, and are very sorry for his frustration, we would like the opportunity to share our side of the story. As per the manufacturer policies & procedures, we first had to go thru a process to determine whether or not there was a factory defect that caused the issue (we agree that this can at times take longer to get an answer back from the manufacturer, but again, is the process we must follow.) Once it was determined that it was not a defect, we paid a local company specializing in interior repairs to attempt a professional repair. The repair was not suitable, so the final option was to order a brand new seat cover. In the meantime, the customer went to another dealer, overpaid for the exact same materials that we were ordering for him, and then expected the dealership to reimburse him for the higher amount. Rest assured, we are not in business to intentionally turn customers off, and while we are very sorry that this gentleman had a poor experience, we feel that if he had been a little more patient he would have had a much better resolution to the issue.