Hoffman Ford Sales, Inc.

Review: I have had several issues in my time getting serviced at Hoffman Ford after buying my vehicle there. I always give the benefit of the doubt and have been extremely nice and understanding to the delays, the lack of communication, my vehicle not being serviced correctly, and most of all the lack of empathy coming from the organization. I had spoken with Hoffman Ford several times prior to my most recent service to ensure all communication was CLEAR and that I knew the exact time frame it would take to service my vehicle and what was needed to be done so that way I could resume my job traveling to accounts in [redacted] PA the following morning. I had scheduled the exact time for my car to be serviced and was assured it would only take a couple of hours and really wouldn't need a rental, I go and drop off my car at the time of the appointment a couple days later, and I got the rental anyways just so I wouldn't have to wait in the waiting room. I go home and don't do any of my normal activities just in the event that I need to go back to pick up my car, but slowly the day is ending and I still have not received ANY phone calls. I call Hoffman myself to find out what the hold up is, and they decide to tell me THEN that they were backed up ALL day and that they were just now getting my car serviced for the 2nd portion of what I had scheduled. I was then on hold waiting for what time to come that evening, only to find out it would not be completed at ALL that evening and I would have to come in the next night. This is very frustrating, all my office supplies for my job are in the car because I assumed I would be getting it back in a couple of hours, my expense reports, my toll money, my addresses for the accounts and everything were in the car. It would not be an issue if Hoffman Ford did not CONSTANTLY over promise and UNDER deliver, they always promise an outcome they cannot follow through with. IF they had told me it would take a couple days, I would plan my life accordingly. Every time I get a service there is an issue with lack of communication and not getting my vehicle back when they said they would, and it not being fixed properly. I have even had issues with Hoffman not returning my keys to [redacted] and having [redacted] tell me they also have issues with the communication there. As a business professional, communication is everything and in the service industry it is very dissatisfying to make a promise and not keep it. That being said, I filled out the survey with my experience, and at the end the survey assured me someone would contact me. NOBODY DID. I called THREE TIMES and left voice mails and still NOTHING. Finally, all I get is an email with an apology but nothing to try to keep me as a customer. Even when I had spoken with the service manager about my issues as far as not having my vehicle on time and needing them to follow through because of my life priorities, I would get sarcasm in return with "We don't doubt that" .Desired Settlement: At this point, there are many services I will need for my car soon, I will need an oil change, inspection, getting my car detailed, scratches removed, and even new tires, but I will be taking my business elsewhere and sharing my experience with others. It is very disheartening because I originally thought this was a wonderful business. I suppose the most you can do is refund me for my service I received and transfer all of my information for my vehicle warranty, to the Ford dealer in Lemoyne.

Business

Response:

Ms. Boughter

is correct in this case that we over promised and under delivered, and we

apologized for this, but she too has to be reasonable when it comes to her expectations.

[redacted] stated to us that she called 14 times in the days prior to her

visit to assure that this service would be handled by 12:00PM without delay. Knowing that she would be dropping off the

vehicle the morning of her appointment and that the 3 hour window of time she

was constraining us to was a stretch to complete the services, Ron M. our Body

Shop Manager offered a free rental vehicle to [redacted] for the day

which she took him up on at no charge to her and at our expense.

Ms. Boughter

dropped the vehicle off for service at 8:47AM for her tires to be balanced,

complete a 2 wheel alignment and perform a throttle body campaign. Our service

advisor did tell [redacted] that the car may be ready for pick-up at 12:00PM like

she requested and that would have been feasible except for the fact that the vehicle

still had to go over to our body shop to have a mirror replaced and a door

handle issue addressed at Ms. Boughter’s request. We understand that [redacted] relies on us

to make repairs and tell her how long it will take to work on her vehicle but

giving us only a 3 hour window of time to complete all of this work was a bit

of a stretch. We assumed that since she was now in a rental for the day at

no charge to her, we had more time on our hands to complete the work that she

requested. In hindsight we should not have assumed anything and should have

communicated to her that there was no possible way that we could complete the

service work and the body shop work in the 3 hour time frame she was allotting us

and we should have told her we needed the car for the entire day. Again, we

apologize to her.

We agree whole

heartedly with her that communication is everything and in our industry communication

is something we work on every day. But, when you have to communicate with over

100+ customers a day and keep their paperwork organized, send them emails, or

make phone calls to them all, sometimes we miss a few or miscommunicate with

them and we apologize for this.

We are sorry

that [redacted] feels as though we have not tried to keep her as our

customer. A few months ago we compensated her by giving her a free oil change

to be used at her convenience. Again, we apologized to her for this current situation

that occurred and hope that she would continue to be a customer of Hoffman Ford

but we don’t feel as though refunding her money is proper since our services

were provided and successfully completed and since we covered the cost of a

rental vehicle for her.

Sincerely,

Dave

C[redacted]

Fixed

Operations Director

Hoffman Ford

Reviewed By Ryan H[redacted]

Consumer

Response:

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Review: [redacted]

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