11/23/08

Dear Sir;  I am writing to inform you of exemplary service issued to me by Michael Jablon Service Writer, and Jeff Jones Service Manager, at you Westborough Ford location.  I had the unfortunate experience of having the rear differential of my ‘06 F150 fail, on 10/29/08.  Needless to say, this was very disconcerting on a vehicle with 55K miles, is not plowed or used for towing.  I also rely on this vehicle for my business.   I have an extended warranty sold to me by your dealership as ATI, but now serviced by Care Guard.  It took nearly three weeks of run-around by Care Guard to eventually replace the needed components.  After nine days in a rental (I was “covered” only for five), Jeffrey Jones, Service Manager, agreed to let me have a dealer vehicle. After the first parts replacement did not solve the problem, Mike Jablon then had the arduous task of negotiating further costly parts and labor.  He made repetitive calls to ensure a response by Care Guard.  He then faithfully called me every afternoon with an update, even if there wasn’t any news. Finally, on 11/19, my truck was repaired.  Jeff and Mike saw to it that my only expense was my deductible.  I was expecting to pay for car upgrade (to a truck) rental expenses and to pay for the days I was not covered.  This expense was covered by Jeff.

While the experience in total was not a pleasant one, Mike and Jeff provided the service which made the issue palatable.  I would appreciate it if you kindly add these comments to each of their performance files.

Respectfully, Peter