This customer review comes from Herbert and Theresa McClellan commending the outstanding effort put forth by Brandon Crane from Williamsburg Ford!
“Mr. Gentry,
We are writing to express our gratitude and to commend one of your Shop Foreman.
On July 1 we were in route with our 22 month granddaughter from western New York to the Outer Banks, North Carolina with our Ford F250 towing our 35’ travel trailer when we experienced truck trouble. On several occasions we experienced a total power failure, forcing us to coast to the shoulder, sometimes in very heavy traffic. This dangerous situation was more stressful than you can imagine. We were in the Williamsburg, Virginia area when the fourth incident occurred and we immediately started looking for a ford dealership with Saturday service hours. Our google search led us to CMA’s Williamsburg Ford. Their service department didn’t open for another hour and a half, but we took our chances and pulled into the lot and waited. Upon entering the service area we were greeted, explained our situation and were told there was little likelihood that they could help us as they were booked with appointments and the only diesel mechanic working that day was their shop foreman who was responsible for overseeing the shop and doing multiple inspections. However the receptionist said we could wait and she would talk to him and see if he would be willing to at least diagnose the problem so that we could determine if we could safely travel to our destination and hopefully find another service facility that could take care of the problem. No one was optimistic about any of it given that is was the weekend and the 4th of July holiday.
Then we were introduced to Brandon Crane, who deserves more credit than we can possibly express. He had already sent a tech out to read the code, and was hatching a plan “to see if we can get you back on the road.” From the outset, he was empathetic to our situation and clearly determined to help us. He was professional in his presentation and in his explanation of each step of the process. While he explained that they were very busy and we would be waiting a lot, he still took the time to check in with us regularly. He suspected there was an issue with the fuel system which potentially was a relatively easy repair, but it was equally possible that it was a significant issue that could require replacing the entire fuel system. He was thorough in his explanation of each step, and came to us covered in sweat and dirt while doing what he could in the parking lot until a service bay became available.
It’s a long story, approximately seven hours long, with too many details to share in this letter. Needless to say, Brandon was extremely professional, anticipating each potential setback and planning ahead to deal with it. He went above and beyond anything we have ever experienced in a service department. Not only did he complete the tasks already assigned to him that day, but he treated our situation as his own. He worked past hours and to our great relief was able to repair our truck and get us back on the road!
It is this dedication and personal attention that will keep us coming back to Ford for service and future purchases, especially to CMA’s Williamsburg Ford. Brandon absolutely deserves recognition for his efforts, knowledge, professionalism and work ethic. It has been our personal experience in the auto service industry that it is rare to come across someone as dedicated as Brandon. He could have easily turned us away because they were busy and didn’t have any appointments available. But that was not Brandon’s plan. It was not only a great relief but also afforded us peace of mind. We had many more miles to travel, and we left confident that we could continue our vacation safely with no further concerns. We certainly can’t thank him enough.
In addition to this email, we are mailing a copy of this letter to your service manager as well as Ford Corporate Offices in Dearborn, MI. I am hoping to send a letter to your CEO, Liza Borches as well.
Sincerely,
Herbert & Theresa McClellan”
Brandon, this is an amazing letter recognizing your hard work! You truly went above and beyond to help this couple and we are thankful to have associates like you living out our core values daily! Keep up the outstanding work! 😊
#CMAPROUD #OwnersJustCAREMore #MovingLivesForward
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