Florence and White Ford

Dear First Time Buyer, We are honored that your first car buying experience was with Florence and White Ford. We are very pleased to hear that Nathan Schiesser was able to attend to your vehicle needs and make your car purchase a satisfying one. We appreciate your business and look forward to doing business with you in the future. Thanks again, Adria White Florence and White Ford Internet Manager 615-597-2300

Hi Joann, Thank you for allowing us to earn your business. We receive a great deal of business from repeat & referral customers. Thanks for sharing your positive experience with Florence & White Ford. We look forward to assisting you with any of your vehicle needs. Take care, Adria White Florence and White Ford 615-597-2300

Harold & Paula, Thanks for taking the time to share your positive experience with our dealership! We appreciate your business and look forward to helping you with any of your vehicle needs. Thanks again, Adria White Internet Manager Florence & White Ford 615-597-2300

Hi Pops, Thanks for giving us the opportunity to earn your business. John Peters & the rest of the Staff at Florence & White Ford are thankful for not only your business, but you taking the time to share your experience with others! Adria White, Internet Manager Florence & White Ford

Seaton, Thanks for buying your truck from Florence & White Ford. We appreciate that you took the time to write a review online and spread the word, as we are a small, hometown dealership. Adria White, Internet Manager

Hi Steve, Thank you for entrusting Florence & White Ford for the purchase of your Ford truck. We are thankful for your business. We are also thankful that you took the time to let others know about the pleasant buying experience you had with us. Adria White, Internet Manager

Hi Julia, Congratulations on your Gorgeous new car!! It is always nice to hear from loyal customers like you! We strive to make your car buying experience a pleasurable one. Thanks again for your business & for taking the time to share your experience with others. Adria White

Jennifer, Thank you for sharing your amazing car buying experience. We are thankful that we were able to earn your business & make you smile :) Adria White

To all of our customers at Florence & White Ford in Smithville, TN., My name is Scott Young and I am the Parts & Service Director. From the very first day that I stepped foot inside of the service department of Florence & White, I have continually trained my employees to provide exceptional service to our customers. My philosophy is, "we are here to educate our customers on the status of their vehicles." Smithville is a small town full of wonderful people that I have come to appreciate and I have heard from some of you how my predecessors may not have shared the same long term goals that I have. However, I am confident that I am the guy who can provide a "big city" service experience with a "small town" atmosphere. Yes, we are human and we make mistakes, and as you have read in Mr. Lippart's account of his service visit, and as hard as we try, we are not able to satisfy everyone but that does not deter us from trying! I believe that our mistake with this customer was not asking him, "is there anything else that we can do for you today?" which will be our new standard procedure going forward. So, please allow me the opportunity to respond to some of Mr. Lippart's key points: "who is writing these good reviews for this place"... A lot of you who have experienced first hand the wonderful changes that have been made at Florence & White Ford. We are a company that is dedicated to providing exceptional customer service at reasonable prices while being responsible members of our community. "They said the oil change and service would be 35 mins it was an hour" Yes, it is true that from the initial write up to the final cashiering takes almost a full hour to complete. During this time my factory trained technicians are not only changing the oil, they also check the state of health of your battery; check and adjust the air pressure in all four tires; they perform a visual inspection of your vehicles under carriage and suspension components; and they complete Ford's multi-point vehicle inspection. They are very thorough and very well trained, but even so - some things are just better not rushed. "They didn't grease the ball joints or the tire rod ends again". I confess, this is not something that we would do on a typical oil change, BUT if you have a particular concern or special request, please let us know as we write up the repair order. My staff and I understand that we are in a "customer service" industry, and we are always willing to accommodate the requests of our customers - so please ask! Also, while we were servicing Mr. Lippart's vehicle he was invited to come back and see his vehicle while the Tech had it was on the hoist, but he declined. Instead, he chose to wait until we were finished and then crawled under the vehicle, on his back, to inspect his grease fittings I'm sorry, but I just can't understand why someone would choose to interact this way. "But they are more then willing to tell you everything else you need fixed that don't need to be done". I am a man of honor and integrity and I take offense to this statement. As I mentioned earlier my goal is to educate the customer on the status of their vehicle. My Tech suggested that Mr. Lippart replace his battery due the excess corrosion on the battery terminals and because the state of health for his battery was below 50% (also the battery had 637 of the 850 cold cranking amps). We offered a choice of batteries; pricing;& warranties as we would for any other customer. Finally "I showed the shop guy and they didn't even offer anything to make up for the bad service not a refund not a coupon nothing". This is not true; my Service Advisor offered Mr. Lippart a sincere apology and immediately offered to address his concern.

You were not lied to & you were asked to leave the premises due to your irrational, enraged behavior that was creating a hostile environment for our other customers and staff. Because we have a high standard for customer service, when you came in with a complaint, Jimmy addressed your issue in a prompt and professional manner by calling Capital One (on speaker phone) while you were in his office. As you have already been informed, the issue was not that you were denied by Capital One. However, they approved you at a Higher interest rate which would not permit the payment you demanded on the vehicle you wanted. Therefore, we were able to obtain a Lower interest rate through a different financial institution, in order to achieve your goal. You were fully aware of this, as you agreed to the terms when you signed the contract.