Testimonials

Dear Mr. Nicholes:

My Jetta broke down on the morning of Wednesday January 5, 2011, while I was visiting State College. Naturally, I brought the car to the closest VW dealership for repair. I was supposed to drive home on Wednesday evening. I called before I brought my car in. I spoke to Kacie at the service desk. She told me that the service department had a full schedule for the day and she was not sure if she they would be able to get to my car. I brought the car in anyway because it needed to be fixed as soon as possible so I could drive home to Cleveland.

Kacie worked my car in and told me they could probably fix it before the dealership closed that evening and get me on the road to return home as scheduled. Shortly thereafter, she called back and said that the dealership did not have the parts in stock. I have a 2003 VR6; most dealers do not keep a large stock of the parts for this engine. I have experienced this before, I was not surprised, nor do I blame the dealership. It happens. Kacie told me she had ordered the parts to come in first thing Thursday morning. I arranged to stay the night and rented a car. By 10:00 Thursday morning, Kacie called me and said that only 1 of 6 coils needed to repair my car came in. She called every dealership from Washington DC to Michigan to see if another dealership had the parts. None of the other dealers had the necessary parts, and they were on back order until Tuesday January 11. This was all understandable. It was clear to me that Kacie’s efforts were exhaustive and she was doing everything she could to help get me home.

Since my car was unable to be fixed until Tuesday the 11th, I had to keep the rental and drive home. I am a law school student and class began for spring semester on the 10th. I was not going to be able to return to State College and retrieve my car until Friday, January 14. That meant I needed the rent a car for 10 days. Enterprise was going to charge me $477.00 to keep their car for that period. I did everything I could to reduce that price with them, but they held firm on their number. As a poor law school student, I didn’t how I was going to pay for this. Kacie called enterprise and negotiated with them on my behalf. She worked them down to $258.00 for the 10 day period saving me almost half on the car rental! Additionally, for the inconvenience I experienced, she gave me a 20% coupon for the repair. I am grateful to her for saving me money on these unforeseen expenses. I can not explain how much these savings meant to me. I was able to make my first tuition payment; something I do not know if I would have been able to do if Kacie had not done all that she did to reduce the cost of the car rental and repair.

My car was repaired by mid afternoon on Tuesday the 11th, just as Kacie said it would be. I drove into State College on Friday to retrieve the car and it drove better than it has in a long time. Kacie also had the sunroof drain recall work performed while the car was at the dealership. I am very happy with the repair. I am even more impressed with the customer service Kacie provided. She is fantastic! She is a real asset for your dealership. I wish I was able to get service like this at the VW dealership near my home in Cleveland. My expectations were blown away by the quality service I received from State College VW and Kacie specifically.

You have a great team in the service department, especially Kacie! Thank you and please thank them on my behalf.

Very truly yours,

Lowell

Solon, OH