Sawgrass Ford takes its customer service reputation very seriously, really! Although the customer's vehicle was fixed by driving at a high RPM, our dealership does not condone the language or the specific method used to solve the issue but at least it solved his problem. I shook the customers hand and thanked him for bringing this to my attention, but I was already aware of our technicians behaving like this. The technicians involved were dealt with and next time they will be sure to disable any recording devices in a customer's vehicle. The customer asked for some unrelated goodwill that would have cost use more money and we told him to go stuff it. We gave him four wheels and tires after he caught us only replacing three (PSYCH!), free flushes and services, he took down the video, and we considered the matter closed, no matter what the customer thought. Neither the customer nor Ford was ever charged a dime and the customer's time and inconvenience in this matter are things he should have come to expect from us. Commenters with technical knowledge have noted that the rev limiter on the car never went off, so the claim that we " blew up" his car was merely sensationalism, aimed at getting the video to go viral. Granted, we did keep the engine at a high RPM for a sustained time but it fixed his problem! Never mind the damage we were caught doing to his car, this is a complex matter now because the surreptitious recording of individuals in the state of Florida is a crime. Sawgrass Ford has to be sensitive to the legal right of our employees as well, especially when they are trashing our customer's vehicles. While we have always done everything we can to maintain happy customers, We cannot in good conscious continue letting this customer go on using the internet to gain free services from Sawgrass Ford because we are unconscious. As always, there is more to the situation than this video shows. Remember, our technicians turned the recording equipment off and were able to continue trashing this customer's car! We hope viewers can see what is actually motivating this customer to come after us on this issue, he wants to be treated fairly and our dealership just doesn't operate that way. Our intent is to put this behind us and move forward with the same customer satisfaction that has earned us multiple presidents' awards. Now please go back to watching cat videos.
-David Mental | President
