Dear New Brighton Ford General Manager,

I am writing to express to you an issue I have with the customer service I recently
received. I purchased a used car from one of your very helpful and concerned sales
representatives in late March of this year. I was very satisfied with the service I was
given the day I bought the car,however, shortly after I began driving the vehicle, I
ruptured two tires within a week’s time. After looking closer, I discovered that I had
bought the car with four tires of different brands with mismatched treads. Also,
with summer quickly approaching, I decided to turn on the air conditioner for the
first time and I immediately noticed that there was no cold air coming from the
vents. Needless to say, I was extremely upset that I had been sold a car that did
not appear to have been thoroughly checked before it was placed on your lot.

I then attempted to visit your service center where I spoke with an employee who
tried to dismiss my claims. He told me that the tread issue should not cause
problems, yet my brother- a certified mechanic- said that this was surely a probable
culprit. When the mechanics assessed the air conditioner, I was told the repairs
may be covered until they found that it would cost over $2,000 to fix, and then I
was told nothing would be done for me.

I found this particularly disheartening because a supervisor was brought in to

deliver this news and when I asked ifcould be proven that the air conditioner was
working when I bought the car, he could not say. He went on to say that if your
dealership was initially aware of the issue, the car would have never been putup for
sale! Unfortunately, I left that day with only a free minimum-point inspection that I
asked to be done to make sure there would be no future issues that may have been
overlooked earlier.

Overall, I am very disappointed with the way my situation was handled. I am a

college student who works full-time and I decided to buy my first car from your
dealership because I wanted something I could depend on with my busy schedule. I
am most unhappy with the fact that no documentation could be provided proving
your mechanics ensured the air conditioner worked when it was marked for sale and
then no attempt was made to tryand rectify the situation. I was simply shown the
door. I have never experienced a car dealership before and I hope that this is not
representative of how other customer issues are handled.

At this moment, I still do not have cold air in my vehicle and I would like a second
review of my situation so that I can find some relief in the summer months. I feel
that the cost was the only reason for the denial in responsibility, and from a
business perspective, it seems to make more sense to spend that money now for a
mistake made since I would consider coming back and spending thousands later
when I am in the market for a brand new vehicle.

Thank you for your consideration in retaining a possible customer for life. I hope
that we can reconcile this situation sothat is best for everyone involved. I can be
reached at the cell phone number 612-578-0716.

Sincerely,

Anna Burke