1 August 2016

1 August 2016
To the management of Harper Ford and whom it may concern,
I would like to give a well-deserved thank-you to a couple of members of the Harper Ford service team (Bill Lackey and Tracy Hanger) for overseeing and preforming repairs on my F-250. I first want to explain that any repair that cost 8000.00 plus, is not an easy repair to have done especially when you are 1800 miles from home. Mr. Lackey (Bill) was exceptionally supportive, he reminded me of many Project Mangers that I have dealt with all over the world while building DOD communication systems. He was very personable, professional and insured that all work that was going to be performed was needed and required to be performed. He did this using a team effort introducing me to my new best Mechanic Tracy Hanger!!! Both Tracy and Bill walked me through the effort explaining all options in a worst to best case scenario with costs attached to each scenario. This allowed me to decide which my best option for my predicament was. I had to travel back to southeast Arizona pulling my trailer. Even though the cost were substantial these 2 individuals were honest and up front on the work to be done and the time frame it would take to be done, allowing me to feel comfortable making my decision. The work was completed in a timely manner. Once the work was completed my trucks was test driven and it was noticed that my front right break was dragging. Tracy and Bill once again explained my options and the effect of not having the worked performed could cause if I did not have the work done.
I am glad they found this because my Mechanic here in Sierra Vista Az. Explained that driving back home with that kind of braking problem could have been bad safety issue and caused damage that would have cost a lot more. My home town mechanic has also said that there work looked very professional and that the replacement of the EGR cooler and head gaskets and studs were the right decision for me to make. He said that the Harper Ford dealership charged a fair price for the work. I wish These 2 Harper Ford service members (Bill Lackey and Trace Hanger) were in my home town they would have all of my automotive service business. These 2 individuals gave me bad news but yet gave me solutions that were explained in a way that were understandable to me allowing me to make the right decision.

Thank-you Tracey and Bill, It was refreshing to deal with two honest people in the world of automotive service business, that know what they are talking about!!!!!!!!!!!!!!

Once again thanks.
Harper Ford you are lucky to have these excellent customer service oriented employees; in a world where customer service has been declining in all areas of service oriented businesses!!!!!!!

I put my money where my mouth is. Please give these guys my gratuity checks for a job done well.

Tracey and Bill take your families out for dinner.

I am sending this letter and gratuity checks by mail and posting this message on-line.
Bill and Tracy check Harper Motors Mail Box could take a week since ya'all are behind the redwood curtain :)