Mary Carter sent a message to Thomas Folliard that said:
Tuesday, March 3, 2020
Kelly Nielsen
General Manager
CarMax
448 Pinnacle Parkway
Bristol, Tennessee 37620
We would like to take this opportunity to call attention to one of your Bristol, Tennessee CarMax Sales Associates, Ethan Hanny. Buying a car is a trying experience to say the least. We can say without reservation that we absolutely deplore the process. So, we went to CarMax because we heard it was painless. We were put at ease on our very first visit and with good reason. Mr. Hanny is wonderful. He made great suggestions and provided us with resources and information about various cars and their features. When we didnât see the car that was prefect for us, he showed us how to find cars on-line and have them delivered to Bristol. This suggestion did bring us the car that was right, a 2016 Murano Platinum Edition.
To say the process was painless would be an exaggeration, because only a free car would be painless. However, the experience was flawless and stress free. We never felt hassled or pressured to purchase. In fact, we believe Mr. Hanny went the extra mile to know our needs, personal tastes, and budget.
In addition, when the car had a leak in the sunroof, we contacted Mr. Hanny and he listened and scheduled an appointment with the service department. Another win, because the problem was handled on site in just a few hours.
In our opinion Customer Service is at an all time low in our nation. When we see young people with such respect for others, and caring customer service habits we must speak up! We will recommend Mr. Hanny to our friends without reservation.
As a national company we are sure you value these qualities as well. Please commend Mr. Ethan Hanny for a job well done.
Sincerely,
Richard R. Carter
Mary Donette Carter
