My name is Technical Sergeant Gilbert Rodela, and I work as Management Services NCO for the Department of Public Works at Los Alamitos Joint Forces Training Base, located approximately 60 miles from your Newhall Mountain View Tire location. I currently serve militarily and travel quite a bit from Seal Beach to Ventura, as well as many points in between.
I would first like to mention the fact that my girlfriend, Cynthia Maker, who is a U. S. Postal Service Letter Carrier, delivers mail to your Newhall location and has developed a high level of trust with your staff. Interestingly enough, it is difficult for women to trust the advice of a mechanic because of the stigma attached to how women have been mistreated and overcharged in the past.
I was introduced to Mr. Troy Clewis, General Manager, and Mr. Ray Gutierrez, Service Manager, who have assisted me with my car on a few occasions already. I own a 2003 Nissan Pathfinder and since it is my only means of transportation, I cannot afford to be without it. I have come to trust them both so much that it is not a major ordeal if I have to drive the miles it takes for me to take my car in to them for repairs. I have had them work on several items previously and have been completely satisfied with their professionalism, expertise and diligence to make sure I have a trustworthy vehicle once they are finished with it.
The reason I am emailing you today is to congratulate you on how Mr. Ray Gutierrez has gone above and beyond the call of duty and cemented my positive belief in Mountain View Tire and how [you] take care of [your] customers.
I took two days off last week before Thanksgiving for the purpose of seeing Ray and Troy to have them attend to an oil leak I had recently discovered. I had taken [my car] to a local mechanic here at Los Alamitos, and before he even looked at it, he quoted me a price of $3,500 to repair said oil leak.
I did not haggle with Ray as I dropped off my car. I knew he would have his staff diagnose the problem and give me a reasonable cost estimate. I had all the confidence that I would be treated with the utmost care. It turns out that initially all my car needed was to have my oil cooler component tightened - no charge. While I had my car in their shop, I agreed with their diagnosis of replacing my shocks and having my front and rear differential oil drained and replaced.
I was happy as I drove out to celebrate Thanksgiving with my father in Ontario, California. As I was visiting my family I discovered that the oil leak had returned, so I called Ray to see what it could be. He said to bring my car back on Sunday. They looked at my car and discovered that they had misdiagnosed my issue. They realized that the gaskets sealing the housing had become brittle and were no longer able to keep oil from leaking out of the component. I was more than willing to pay for their time and effort to replace the gaskets, but Ray let me know that because I had to drive all the way back from Ontario just to bring them my car when it was supposed to be fixed the first time, [they would] waive the cost, thus causing me to sing their praises to you in my email.
I would like to recognize Mr. Ray Gutierrez, Mr. Troy Clewis and their staff for always being helpful and courteous, as well as honest and forthcoming with regard to my vehicle. I do not simply trust anyone based upon their word alone. Your staff has proven to me time and time again that they do more than just promise - they deliver what they say they will and then some. They have always gone above and beyond where it concerns servicing their customers.
In closing, I want you to know that good news travels fast however, BAD news travels faster. I have been Mountain View Tire's biggest fan since having my car successfully worked on by your staff. I recommend that my staff and friends go to Mountain View Tire for any and all auto-related issues they may have. I tell them that it may, in fact, be a long drive, but at least they can rest assured knowing that they'll have a reliable company taking care of them and their car-related issues.
Thank you again for your time.
Gilbert Rodela, TSgt
Management Services NCO
Directorate of Public Works
Joint Forces Training Base
Los Alamitos, California