Dear Mr. Lorenzo,
My name is Manny Griego and spoke with you this past Friday. Thank you for returning my call. As mentioned in our conversation, I purchased my 2004 Durango from your dealership and have had it serviced regularly only at your location.
The purpose of this letter is to give my highest commendation to Mike Derkach, Assistant Service Manager. In my opinion, Mike is deserving of more than a "10." As you may agree, many people drive past many dental and doctor offices on their way to the dentist/doctor that they prefer for various reasons, including trust and competence. For this same reason, I drive a considerable distance to Larry Miller's to have my vehicle serviced because of my trust in Mike Derkach.
One of my former jobs in industry was in Field Engineering Training at Honeywell Computer Department. Our prime directive to field engineers was always to "fix the customer first" because the problem will get fixed regardless; also, do the job right the first time. However, if a field engineer "unfixes" the customer but manages to fix the problem, he/she may well have created an unnecessarily new problem that could be more serious because the customer could be lost forever. Mike has always ensured that he serves the needs of his customers.
Upon leaving industry, I became a faculty member and Chair of Glendale Community College's Engineering and Technology Department, which included the Automotive Department. The Automotive Department includes certified programs-----Chrysler, Ford, and General Motors------ along with a general automotive program. As Department Chair, I attended many automotive advisory committee meetings for all of these programs. One of the persons whom I met and interacted with regularly was Mike Veselik, who is also on your staff. He is also an excellent employee at Larry Miller.
I have since retired but still teach Automotive Mathematics at GCC. Prior to my retirement, I taught and continue to teach many automotive students electronics and mathematics. In fact, this semester, I currently have over 60 students enrolled in my automotive mathematics classes.
Finally, for your information, I have attached to this memo a copy of my course syllabus.
Glendale Community College
You most surely deserved a 10 in my book. It was a pleasure working with Duane DePhillips for the service needed for our Van. All needs were taken care of in a very prompt time frame with no high pressure to do other things. I also want to thank the two mechanics that worked on the van, they would be Henry Alvarado who did the alignment and replaced needed parts and Judd Kall who secured the right rear panel to the quarter panel.
Just wanted to share with you how well our 2005 Dodge Caravan is running now that you have diagnosed it and repaired the 02 sensor. At inspection the check engine light was no longer on and it passed with flying colors. The acceleration and fuel mileage have both improved as you thought they would. We cannot be more pleased with the excellent results of this repair.
Thank you so much.
Bob and Sue Johnston
Just wanted to say thanks for everything that you do to make sure my truck is always taken care of. This is my 3rd truck that I have purchased from Larry Miller, and it's people like you who provide excellent service that keeps me coming back! You always seem to be concerned with customer satisfaction FIRST, and put everything else after that. I had some weird/difficult problems with my truck last year, and had my truck in 6 or 7 times, not counting my regular service, and you always seemed to remember the small details that were pertinent to my vehicle. I think that was instrumental in helping the techs finally figure out the problem.
Just wanted to take the time to say THANKS AGAIN!!!
I just wanted to take a moment and express my gratitude to you for the excellent service which I experienced recently.
I presented with a complicated electrical issue in my 2007 Charger R/T. John Tufarelli was a extremely helpful and accommodating. He strived to ensure my satisfaction and simultaneously kept my best interest in mind. I sincerely appreciated his professionalism and honesty. I equally valued his communication. I was adequately updated with the progress of the diagnosis and resolution to my drivability issue. Mr. Tufarelli exemplifies what an model employee should be.
Secondly, I wish to extend my thanks to the technician (John/Jon) who was dispatched to my repair order. As someone who has worked in the automotive business myself, I personally understand the frustration technicians encounter when chasing a diagnosis. I am fully aware that the technician spent an incredible amount of time in ultimately diagnosing and resolving the issue. I also understand that time reduced his ability to accept better paying repairs. I appreciated his fairness and willingness to ensure I was treated fairly in regards to the amount of hours he billed me for diagnosis. (John/Jon) deserves to be recognized for his skill and ability to exceed the expectations of the customer.
It is clear to me that when an entity of a dealership offers such success and service excellence, that it stems from employees who are managed well and are valued as an asset to the company. I commend you on your leadership abilities and your insistence on serving the customer to the best of your staff's ability. I am happy to say that because of this wonderful experience I am more than happy to recommend your establishment to anyone in need of a quality and affordable repair.
Thank you again,
I just want to say how much my wife and I appreciate the help we received when we took our car in with a mechanical problem. John Tufarell and the service dept. staff turned what would have been a very stressful situation into a comfortable experience. Their job knowledge, quality service, and quick response time did a lot to build my trust. They have earned my business.
I cant say enough good things about this dealership, they are awesome! I will never buy a car anywhere else.. I had to take my car in for service, usually this is something I would dread, but my service advisor John Tufarelli went above and beyond for us, and we are so grateful to him, I have never dealt with a better dealership and service department.. Truly the best! Thanks for everything!
Sincerely, the Thomas family :)
My name is Arthur Casillas and I wanted to send a quick email on the excellent customer service I received Thursday April19th. Duane Dephillips was my service advisor and feel he went above and beyond in keeping me informed of my vehicles status and in helping me to resolve the issues that I had. He was very informative and professional. I appreciate all that he did for me and look forward to working with him in the future.
I just wanted to drop you a line and say thanks for the great service you provide. As a small business, it's imperative that our trucks are on the road - not in the shop. You've always made sure any service and/or repairs we've needed were done right and in a timely manner. I've referred you many times and will continue to do so.
Thanks again - keep up the great work!
John H. Goldshot