Tom Peck Ford

Mrs [redacted] is a good customer that has purchased vehicles from our dealership beforeWe do our utmost to make sure we treat all of our customers with respect and pride ourselves on customer service"The customer is always right" is statement that goes to the promise of customer service, and to that extent, I agreeEach customer will be shown respect, proffesionalism and a desire to meet and exceed their expectationsHowever, if a customer has unrealistic expectations or impressions that are not accurate, it would be almost impossible to deliver on those expectationsThere are some glaring inconsistencies in Mrs [redacted] statementsMost importantly, that Mrs [redacted] was rushed or deceived in any way whatsoeverAs I have stated before, Mrs [redacted] had visited the dealership on multiple occasions, made several phone calls prior to her decision to purchaseMoreover, she had been at the dealership for more than two (2) hours on the day she decided to purchaseMuch of that time was spent explaining and reviewing all financial information, paperwork and features relating to the purchase of the vehicleMrs [redacted] statement that "she may have been distracted by her daughters" would not explain her being unclear of the financial information being presented, explained and ultimately,being agreed upon by Mrs [redacted] when she signed all of the necessary documentsFrom Mrs [redacted] statement, one would be lead to believe that a mother and daughter were taken advantage of, denied access to information and rushed through a purchase decisionThat statement is both skewed and inaccurateIf one looks at the numbers of visits, the amount of time spent in person as well as on the phone, and the follow up conversations, Mrs [redacted] was clearly not "rushed." With regard to the Autocheck vehicle report, we purchase them on behalf of every customer that request themWe, as the dealer cover that cost completelyWe purchased that report twice (2) for Mrs [redacted] , once during her first visit, and then again on the day she purchased the CobaltMrs [redacted] stated that "she was not allowed to take the first Autocheck report with her." That is simply not correct, as there is no reason she would be given the report and then asked to give that report backI believe she may have misplaced the initial report she was givenUltimately, she was provided a second report before we completed any financial documentsThat report showed this Cobalt scored well above many similar vehiclesMrs [redacted] stated that she was told that the price of the car would be $7,out the doorThat is not a true statementMrs [redacted] asked "What is my payment and how much will I be financing." She previously stated that she was putting a $2,down payment and wanted the optional Gap Insurance Mrs [redacted] was told her total amount to finance would be $7,500.00, which included all fees, and after her $2,down paymentShe had asked "What is the payment and how much would I be financing and that is what she was given(That amount financed and her monthly payments were also reduced prior to her signing final paperwork by means of additional discounts) Lastly, with regard to the vehicle pricing, the numbers provided initially, during follow up phone calls and finally at the time of delivery were always consistent with the lone exception being an additional discount provided to Mrs [redacted] prior to her decision to purchaseI am sorry Mrs [redacted] is not completely satisfied with her purchaseShe does in fact have a reliable, well maintained, pre-owned vehicle, that she negotiated upon, and in fact decided to purchaseShe is always a welcome customer and we look forward to seeing her again in the future Tom Peck Ford

Mrs [redacted] had contacted the dealership about purchasing a vehicle for her daughterShe had come in and selected a Chevy Cobalt that we had in stockShe asked [redacted] , our general manager for both pricing and the previous owners information, of which both she was providedMrs [redacted] was provided with an Autocheck vehicle history report at the dealerships expense (as these reports cost approximately $to obtain.) She left with her daughter that day stating it was her intention to continue to look at other vehicles before she purchasedOver the next three weeks, Mrs [redacted] continued to contact the dealership stating that she was going to return to purchase the vehicle, but kept rescheduling her appointments with us because she had found another car to look atDuring one of many phone calls, Mrs [redacted] asked Mr [redacted] , what would her monthly payment be and how much would she be financing if she put a total of $2,down towards the purchaseShe was given the monthly payment and told that she would be financing a total of approximately $7,Mrs [redacted] contacted our Sales Manager, [redacted] that she would like to come and purchase the Cobalt, but that he would have to do better on priceWhen she arrived Thursday January 8th to purchase, she asked to test drive to vehicle and then to re-negotiate the purchase priceHer original purchase price was to be $7,(the current advertised sale price listed in the State Line Shopping News.) The monthly payment was $with a balance of $7,to finance after her $2,down paymentAt that time, Mr [redacted] provided her an additional Autocheck report ( an additional $expense for the dealership) gave her another $discount, and lowered her monthly payment to just under $/ monthAdditionally, Mr [redacted] agreed to replace a cosmetically damaged side view mirror as well as replace to non functioning audio speakers at no cost to Mrs [redacted] After more than an hour of negotiation and paperwork review, Mrs [redacted] agreed to this purchase and took delivery of the Chevy CobaltA few days later, Mrs [redacted] contacted the dealership stating that she thought there may have been an error in the figures she had with regard to the purchaseShe made an appointment, and Mr [redacted] , Mr [redacted] and Mrs [redacted] as well as her daughter reviewed all of the forms and figuresAt that time, Mrs [redacted] stated that she thought Mr [redacted] had said that "the vehicle was going to be a sale price of $7,and that she would be financing less." Again she was thoroughly explained, that she asked specifically "How much total am I financing? And what is my monthly payment going to be?" Again, Mr [redacted] told her she was financing just under $7,with $2,down paymentShe was then given a complimentary loaner vehicle and we replaced her mirror and door speakers at no chargeMrs [redacted] claims are unfounded and untrueShe was treated in the same manner we treat all of our guests, with great customer service, honesty and integrityIn my opinion, Mrs [redacted] letter tries to impart that she was somehow deceived or pressured into signing forms that she did not understand or reviewHowever, Mrs [redacted] had purchased from Tom Peck Ford in the past, she negotiated and discussed this purchase over a (3) week period, and then spent over 1/hours reviewing the vehicle and final paperwork before agreeing to and signing documents to complete this purchaseThe cookies that were sent come with a card that says "Thank you for your purchase." I certainly apologize if Mrs [redacted] did not find them agreeable, but we get many compliments about the cookies and we let the cookie company know that we had a customer respond that they were "Stale" Thank you for timeRespectfully, [redacted] Sales ManagerTom Peck Ford(608) [email protected] email

Mr [redacted] was given both a price well below our advertised sale price and a more than fair trade in value, to remedy his concern over the truck he purchasedThe GMC Sierra that he traded back in to us, was inspected by both our ASE certified technician as well as an inspector from the State of Wisconsin DOT (in response to Mr [redacted] 's complaint) and was found to be in satisfactory conditionMr [redacted] had alleged that he had the GMC inspected and that the brakes were "barely above the legal standard" and in need of repairThis was a statement as the brakes (both brake pads and brake rotors) had just been replaced during the original inspection prior to his purchaseWhen we explained to Mr [redacted] that the brakes were new and not in need of repair, he changed his statement saying that he really didn't have the brakes inspected, but that they "felt low." Ultimately, the GMC has passed (2) inspections and is in satisfactory conditionAdditionally, Mr [redacted] certainly could have requested during negotiations, to keep the items that he had added onto the truck that he traded back into usThe most recent message he sent to the Revdex.com was the first time we were aware that he wanted to be keep or be reimbursed for any items Our goal has always been to provide customers a positive sales and service experience and we have tried to do that for Mr [redacted]