P.O.T.S Phone Center

Mr. [redacted] has a legitimate right to be upset with us. Just about everything that could go wrong with a transaction, did go wrong with this transaction. As of Thursday, September 14th we were finally able to provide Mr. [redacted] with the remaining documentation that he needed. Thankfully,...

99.9% of our transactions go smoother than Mr. [redacted]'s. We filled his tank with gas as a small apology for his inconvenience, and we also added a process to better track "problem" transactions so they were more top of the mind on a daily basis.

To whom it may concern, Mr. [redacted] bought his truck from Reliable Chevrolet. He had his truck towed to our service department on 9/4/17 after he filled his fuel tank with regular unleaded gasoline and then drove the vehicle until it shut down. This was a problem, since his vehicle was...

equipped with a diesel engine.  We did not offer him a loaner vehicle as Mr. [redacted] did not have a scheduled appointment, we have a limited number of loaner vehicles available at any given time, and we would be trying to work his vehicle into an already heavily booked repair backlog. Several days later we did in fact offer a loaner vehicle to Mr. [redacted], but he was working out of state and when we explained to him that our insurance carrier prohibited our vehicles from leaving the state, he then declined the use of the loaner vehicle. Mr. [redacted] did have to bring the truck back to continue work on the fuel system on two separate occasions and some of the issues were indeed due to incomplete mechanical repairs. These were obviously unintentional errors on the part of our technician, and we provided Mr. [redacted] a loaner car while we worked to resolve the situation. Mr. [redacted] picked his truck up on 12/26/2017 and we haven't heard anything about any unresolved mechanical issues to date. Marshfield Motor Co. certainly apologizes for Mr. [redacted]'s inconveniences during the service department transactions over the last few months. As far as paying off the loan on the truck, or upgrading him to a 3500 goes, we will be happy to assist him with by offering a fair trade in value for his truck, and will certainly pass on any current incentives from the manufacturer that pertain to the purchase of a new Chevrolet 3500 Silverado.   Sincerely, [redacted] Director - Marshfield Chevrolet / Marshfield Motor Co.