Anthony Proano | Page 10

Lake Ford responded

Thank you for sharing your feedback, and we sincerely apologize for the negative experience you had with us. We understand how important it is to feel valued and well-served, and we’re sorry that we fell short during your visit. Regarding the use of cell phones, we want to clarify that they are an essential tool for our staff when interacting with customers and performing important tasks. We use them to check in vehicles, scan VINs, run various inspections (such as recalls and tire checks), and access essential apps to ensure that every service is done correctly and efficiently. However, we absolutely understand that the appearance of cell phone use during interactions with customers can be distracting, and we are committed to making sure our team maintains the highest level of professionalism. We will review our processes to ensure that staff are fully focused on providing excellent customer service and that technology is used appropriately in the background, not at the expense of face-to-face interaction. We truly value your feedback and will take it into consideration as we continue to improve our customer service. If you would like to discuss your experience further, please don’t hesitate to reach out. We’re committed to ensuring that all future interactions meet your expectations and help restore your confidence in our dealership.

Lake Ford responded

Thank you for sharing your feedback, and we’re sorry to hear about your frustration. We understand how disappointing it can be when pricing doesn’t align with expectations. We would like to clarify that the quoted price was for the battery replacement itself, but there may have been additional charges related to the service, such as labor or other factors, which we should have communicated more clearly to you. If you feel there was an error or overcharge, we definitely want to address and correct that for you. Did you have a chance to reach out to us directly to review the charges? We’d be happy to investigate the details and make sure everything was handled properly. Our goal is always to ensure our customers are satisfied, and we appreciate the opportunity to resolve any issues. We hope you’ll give us the chance to make things right. Thank you again for bringing this to our attention.

Lake Ford responded

Thank you for taking the time to share your experience, and we sincerely apologize for the frustration and disappointment you’ve felt. We take customer concerns seriously, and it's disheartening to hear that our behavior and the communication left you feeling disrespected. This is certainly not the level of professionalism we aim for, and we will be addressing your feedback with our team to ensure that future interactions are handled more effectively and with greater care. It’s clear you’ve been a loyal Ford customer for many years, and we deeply value that loyalty. We hope we can turn your experience around and restore your confidence in both our dealership and the Ford brand. Thank you again for bringing this to our attention, and please don’t hesitate to reach out if you’d like to discuss this further.

Lake Ford responded

Thank you for your feedback, and we truly apologize for any frustration you've experienced. We want to clarify that the fee you were charged is applied by our credit card processor, not by us directly. However, there is no fee applied when using a payment method other than a credit card. As for the delay in getting your car repaired, we understand how inconvenient that can be. Occasionally, we are at the mercy of parts being back-ordered or in-transit, and this can sometimes extend the timeline for completion. We are reviewing our processes to minimize such delays and provide a faster turnaround in the future. We appreciate your understanding and will continue to improve to serve you better.