October 21, 2009
To whom it may concern,
First, I will apologize for the length of this, but I feel it’s all relative
info. I have also sent a similar e-mail to ford motors.
I have been a Ford customer for many years and have leased my last few cars
as well as helped my son purchase his first brand new ford fusion for you
last year. I’ve bought/leased a lot of cars in my life some experiences
were good, some not so good. I’ve walked out of dealerships when sales
people have tried to take advantage of me or insulted my intelegance.
Well, I thought you would be very interested to hear about my last
experience about a week ago at your Braintree store. My lease on my 07
explorer is about to end and I’ve been looking for my next car/suv. I’ve
been everywhere and looked extensively on line at all the new makes and
models by the top makers. I’ve done pretty well this past year, despite the
economy, and decided I would treat myself to a real splurge, a BMW. (sorry
not your store) So I struck a deal on a new BMW and was to go to the
dealership to sign my life away, but I still had a couple of payments left
on the explorer, so I called to see if your Braintree store would be
interested in buying it? They were and asked me to come down so they could
look at it. Ok, so I did…Of course I expected them to try to sell me
something when I got there, but it was a done deal to me. When I arrived
Neil came out to greet me, took some info and consulted a couple of others.
While I was waiting for them to appraise my car, (and apparently run me for
credit! LOL) he asked what I was getting next and I told him a BMW.
Naturally he asked which of your stores I went with and I sheepishly
admitted it wasn’t..(sorry) and then asked if I had seen the new Taurus, I
said I hadn’t but my son mentioned they were nice, But I bought a BMW.. So
then here comes the sales kid, and again, having been here, done this MANY
times, here we go, this is where they try to talk me out of it and, OH
great, the new kid! Anyway, Will Smith came over and introduced himself
and asked if I wanted to see the Taurus. Again, I said I just bought a BMW,
but thanks, just here to see if you want to buy my eddie bauer. Anyway, we
made small talk for a few minutes and before I knew it, Will had implanted
all I needed to know about the Taurus and I was out for a ride! All the
while saying ” I Just bought a BMW”!!! nobody heard me…. what they did
hear was that I hadn’t signed for it yet! So, next thing I know, Eric
Digirolamo, the sales manager came over to chat…I again said, very nice,
but I’m “buying” a BMW. So after Neil FINALLY comes back and says they want
the explorer and I have equity in it, and Eric and Will are telling me how
fabulous the Taurus is, I start thinking a little. Do I really want the
BMW??? cause I’m really liking this, but still saying I’m buying the BMW.
So I finally admit it, OK, I like the car.. (big mistake) Now, Eric, Paul
Chambers and (someone else I believe) are now on the phone trying to locate
a Taurus with AWD for me to try out, bacause I know they drive differently.
I said, “guys, I appreciate the help, but I really do like my beamer, I
deserve my beamer! But I do like this too. I feel like I need to now go
test drive the BMW again to be sure and I feel bad as they are waiting for
me to come down to sign”. “No Problem” I hear.. Paul suggests from his
corner of the room that Will should drive me into your Boston store to
re-test the BMW! (who does this!?!?!) well traffic was really bad so I told
him to turn around and head back to Braintree. When we got back, the
manager from your boston store (Mohammed, I believe?) was on the phone
telling me he could do better in price, etc, etc.. “Ok, so tell me, I said
and I still need to drive one again to be sure”. This is where I was blown
away! They all collectively arranged to bring TO ME, AT MY OFFICE both the
now located AWD Taurus and a BMW the next morning so I could compare side-by
side and not have to go to the other dealership till I was sure. WHO DOES
THIS? I will tell you, I was very impressed. Very smart guys, very
smart…not only did you go out of the way to save a deal for your stores,
(either one)but you also did a very smart thing in ” If I don’t have it,
I’ll get it for you and bring it to you!” and won my loyalty for going the
extra 10 miles. Now, while all this is going on, I have to say me and my
sales guy, Will Smith had a lot of bonding time! He is a great salesman,
very unassuming, down to earth and knowledgable. Didn’t treat me like a
Silly women (for which I would have walked, take note guys, just because the
shirt if full, doesn’t mean the head is empty!) but he was very respectful,
no pressure, still very attentive despite my declarations of buying the BMW.
Very likable guy. They all were, I have to say you have a very good team
down there. Now, to wrap this up, if I’m giving up a BEAMER for a FORD,
it’s gonna be loaded! And sadly, you don’t have any..But they were more
than happy to order it for me but I’d have to wait..:( I know I was a bit
pushy on the price that I was willing to pay, but hey, sorry guys, I’m in
sales too and you did talk me out of my BMW! (kinda) I assume I did ok on
the price, because Scott the GM called to talk to me too!?!? Needless to
say, I went with the Taurus (still can’t believe it either) and I got the
deal I wanted… Now, if someone can just call Ford and ask them to put a
rush on my new Taurus (fully loaded) I’d appreciate it! 
I have to say, in all the years, all the cars, this has been the most
interesting experience to date! You have a top-shelf team and I wanted you
to know. Too often people only take time to voice complaints and when a team
goes this far above and beyond, it should be known! Thanks to Will, Eric,
Paul, Neil, and Scott Braintree store! (oh, by the way, a few co-workers
may be down to visit soon after all that attention you showed to me!)
Thanks so much!
Brenda
2010 Taurus 303A AWD! Can’t wait for the call saying it’s in!!! Don’t
forget the Bow!
