What Fans are Saying

I do not even know where to begin this letter. To give you some background, my parents started bringing their cars to Edgemont Automotive 20 years ago. Since then our family has grown and we still continue to bring our cars to Edgemont. The reason we have continued to bring our cars to Edgemont is because of the outstanding and excellent service that your employees, specifically, Lou, Rich and Joel have provided to myself, my family and my friends.

What bring me to write this letter now after all these years, is what Lou and Rich have done for me in the past few weeks. I recently brought my car to Edgemont after I called the shop in the middle of the day when my car started making a strange noise. Lou, Rich and Joel called me back within thirty minutes of dropping off my car the same day, to let me know the transmission was going bad on my Lexus that only had 60,000 miles on it. Rich quickly reminded me that my car was still under warranty, so I would just need to bring back to the dealer to have it replaced.

I then brought my car to Koons’ Lexus dealership who, at first, told me that they could not find anything wrong with my car. After talking with the parts and service manager and informing him that my mechanic had informed me that the transmission was going, the manager quickly replied that a “General Mechanic” would not be able to diagnose what is wrong with a car like “A Specialized Lexus Mechanic” would. I called Rich and Lou to tell them that the Lexus manager could not find anything wrong with the car. Rich and Lou went out of their way to call the dealership for me and discuss with them what they had found wrong to determine that in fact that it was my transmission. It was not until they had talked to the service manager that Lexus agreed to replace my transmission. This was not the first time that Lou, Rich and Joel diagnosed a problem for me that Koons’ was unable to diagnose correctly.

This past week, I went to pick up my car from the dealership. I called Edgemont on my way back from Wilmington, DE to let them know that I picked up my car, as Rich wanted me to bring it to the shop to have them check it out. As I was on the phone with Rich and driving down Baltimore Pike, my car started to shake because it kept shifting from drive to neutral. Rich advise me to pull over immediately and call the Lexus dealer. After speaking with Lexus I called back to Edgemont and Lou talked me through how to check the transmission fluid in my car and to see if they actually put in a new transmission. Lou actually had me take a picture of the transmission and send it to him to see if Lexus actually replaced it. 

I felt that it was important to bring to your attention the talent and level of quality service your employees possess and the rapport that they build with their clientele. I have never in my life had customer service like I have received at Edgemont. The guys truly go above and beyond for their customers! I recommend Edgemont to everyone I know in the area and everyone who has gone their has received exceptional service as well.

Thank you for everything your employees have done for my family and me!