Randall Reed's Planet Ford

As soon as we pulled into the dealership we could feel the friendliness from the sale consultants. We were greeted by Kevin Gonzalez who helped us tremendously search for what we were looking for as a picky person I told him the wants and needs our family needed for a new Vehicle. After looking at the lot and see what was available nothing was available but he said we can build you one or see what we have arriving, We went inside and found the right vehicle for me that would be delivered the following week. We went in on Saturday night and the dealership was closed Sunday Got a call to come back in to sign finance paperwork Monday night. We received excellent service by the finance team and it was a smooth and quick process. My car came in later that week and Kevin delivered my vehicle to my work. At this point I was strapped in time as I needed to leave to get my daughter on the other side of Houston. I walked around my vehicle and signed off .Once I got home I started noticing a few things took picture's right away and sent them to Kevin, the next morning I received a message from Lyndia the Customer service Director who has gone out of her way to make sure I have been truly satisfied with my vehicle I responded with well I found a few things with my vehicle I was not okay with , As this vehicle is brand new and came off the truck this way, when I received my vehicle it had less then 50 miles. I told her I would not be able to come in till the weekend. She said she would get with Kevin when he got in that am. So i arrived at he dealership in Saturday to find out they didn't have all of my floor mats because they were on back order. When i went to the service they said because I signed off on my vehicle I would be responsible for the damage. There was stains on the chrome below the back widow, the black trim around the passenger back window is over extended and is coming apart, the captain chair behind the driver seat has a large indent , there is a gash from the dash on the driver side by the steering wheel. At that point i was extremely upset , they said they would take my car to the back to try to remove the stains off the chrome, Also said they would wash my car. Once it was completed the stain was still there as they explained it would be my responsibility because I did the walk around and signed off. I was ready to give the vehicle back. The service rep was very rude there were two there that day he was a tall slender man with dark hair I can not remember his name he was very nasty and was the one telling me I would be responsible for my vehicle, I would completely under stand if this vehicle was USED , But that is not the case It was BRAND NEW. I then received a message from Lyndia on Monday and told her what happened, She saved the day and made me and my fiancé feel a lot better with purchasing the vehicle. She set up a rental for 12/14 and they will start to fix my vehicle. Morale of our car buying experience Kevin was Awesome and did all he could do and went above for us! The Service dept. particular that man didn't work with anyone else receives a 1 star from us, If it was not for Lyndia we were going to turn the vehicle back in, and go somewhere else. Please think about doing undercover boss at this location in the service dept. I would not be going back to have any work on my vehicle after it has been fixed if it were not for Lyndia. She apologized for something she had no control over even Kevin they have both been so great! Please find this as a customer who just wants what is right, I'm not looking for a hand out but for the next New car buyer to have a better experience with the Service Dept. than I did. Thank you, The Penegors