This email is LONG overdue and I sincerely apologize for not getting it to you before now. Our paths first crossed on August 12, 2013 when my family and I attempted to take a long promised trip to Atlanta to see the Braves play…. I had only promised my son for almost 18 years and the excitement of the trip being a reality energized our travels from Mebane, NC toward Atlanta,GA. Please bear with me as I relive the impacting adventure, but to understand all that we went through is to understand why you have a multitude of people that deserve more than simple upper management accolades or “attaboys”.
Our trip took a much unexpected turn as we left the I-85 rest area heading south around 4:30pm on that fateful Monday afternoon when our F250 Diesel experienced mechanical malfunctions. As we puttered towards the next exit and were directed by local law enforcement to Anderson Ford with a camper in tow our saga became more emotional. Upon arrival Rick Mullinax shared as politely as possible that the diesel mechanic was off work for the next few days and there wasn’t much that could be done by the dealership to help us in our predicament. After I became a little emotional about the fear of missing the game the next day, I saw a side of your dealership that made my hope in mankind ignite. Offers by a mechanic, David Wilkie, “Big D”, to tow us to a local campground were above the call of duty. Rick contacted the local Enterprise rental car agency to try to eliminate the horrific sensation of being stranded in an unknown area. With promises to work on it within the week, the sadness of missing the Braves game started to call for a serious prayer request of intercession. I must brag on God as this “lemon” situation was being turned into lemonade unbeknownst to us at the time. (Romans 8:28 KJV). With so many from your end working on getting us back on the road and Enterprise working out a truck for us to continue on our journey with the camper the thoughts of what else could go wrong were settling in the back of my mind.
To provide you with the condensed version, the return to the dealership after being met by Rick and other customer service personnel in your service department asking how the game went let me know we were going to be remembered as much as we would remember your business. I even spoke with Stephen Duncan giving praise to the people who went out of their way to help us. It would be nice to say this is where the story ends…but it is basically the end of Act 1 and the beginning of Act 2 in reality. After turning in the rental truck, getting the camper hooked back up to our F250 all around 3:30 pm we headed back toward home…regaling how nice people in Anderson really were. No more had those words been spoken we felt a sense of dejavu as our truck made the same noise and lost power… roadside on I-85N. We limped again down the interstate and were able to exit onto Augusta Road in Greenville and ended up in a very shading section of town. (I even witnessed a drug deal take place). Being near 5:00pm I really doubted we would get much help… but this is where you and the owner of the business should really take note. My husband contacted Stephen and he and Big D immediately hopped in Big D’s PERSONAL vehicle and came to our rescue. Their concern not only for our vehicle but for our well being is what warms my heart. Big D hooked our camper up to his truck and assessed our situation, using a depth of knowledge and experience, shared our vehicle’s power would be better without the camper and for us to follow them back to the dealership. I honestly was crying at this time…out of fear for our location and what I had seen, then transitioned to tears of gratitude to the Lord for the hearts of Stephen and David (Big D) for going beyond customer service to true “people care.” When we were back at the dealership arrangements were made for us to take the camper to the local KOA and spend the night and hopefully get on the road by Thursday, August 15th.
Big D again was truly sent by God as he not only towed our camper by means of his personal vehicle, but stayed and helped my husband set the camper up at the campground.. way past his on the clock hours. Later we found he worked long hours to make sure we would be on the road the next day. My husband and David had exchanged numbers (as some personal witnessing and testifying had transpired betwixt the two). After tearful thanks and hopes of seeing each other under better circumstances we were back on the road, heading home. Home was finally reached later that evening. When my husband texted Big D (David) his genuine concern about getting ready to check on us to make sure we made it safely was heartwarming.
Although it was not the trip of a lifetime based on what we would have wished sto make it memorable, the memorable aspect of it carries a direct connection to a memory that will always include David Wilkie, Stephen Duncan, and Rick Mullinex and the hospitality of a service department that offered services to strangers that now hold a high esteem for Anderson Ford in Anderson, SC.
Dear Mr. Hall:
I have been a customer of the Ford dealership in Anderson for 22 years. Three Taurus' and two Rangers later, I would go no place else to purchase a vehicle or for service.
The only problem we have ever had that required towing occurred in Greenville and we opted to have the vehicle towed to Anderson for a fuel pump replacement because the service department had always been so accommodating and dependable.
The third of the three Taurus' (a 2008 Limited Edition) developed an A/C problem in May of this year. The repair required the dash to be removed which made me very uneasy because I feared cosmetic damage and I have a "love affair" with this car.
True to form for the service department, there was no damage and try as I might I could find no evidence that the dash had been removed.
Alas, five months later the A/C failed again and we were in Myrtle Beach. Upon returning I brought the car in for repair. After diagnosis, I was told that during the previous repair, a small leak in the freon system was undetected. It was repaired at no charge.
I could have been told anything and could have incurred another expensive repair with little recourse, but as always the integrity of the service department was on display.
A special thank you is owed to Nathan Landers who has always been knowledgeable, accommodating, and patient. He is a credit to your organization as are all the people I have had the pleasure of dealing with. I never miss an opportunity to relate my satisfaction with Anderson Ford to my friends, many of which have had very dissimilar experiences with their dealerships.
We love your customer service, we have worked with Nathan before and knew this transaction would go very smooth with him. He makes you feel very comfortable.
It met my expectations. They did a good job, and they said it would take about an hour. It ended up taking about 30 or 35 minutes, so it was a lot quicker then I thought it was going to be.
It was great! The technician came out and spent some time with me to answer some questions so I think they went above and beyond.
It might have been the most pleasant car buying experience I have had. Our salesman Nathan Stracener was extremely knowledgable and pleasant.
Yes. I appreciate their help, and always their gracious service, and dependable service.