Exactly one year ago, my wife and I dropped off our Honda for service and went holiday shopping. Much to our dismay, my wife had lost her checkbook. As panic started to set in, Nicole called us and related that she had just found our checkbook on the showroom floor. She saved the day!
The other day I brought my Jeep in, knowing that my struts and shocks were heavily worn (60,000 miles on the vehicle, so 10,000 miles overdue). After the service, I had to bring the Jeep back because it was making a terrible noise. It took an additional 90 minutes to find and fix the problem, with Yuliana taking a personal interest to make sure that things were done right. (She even personally took the Jeep out for a test drive.) They kept me updated and did not charge for the additional (minor) repair, so I have no complaints (the vehicle is running great now).
Nicole and Yuliana recognize us whenever we come in, and best of all they do not try to sell us services we don't need (as did prior service centers we had visited before discovering Mountain View). Likewise, they only recommend tires that are best suited for our individual vehicles, not the most expensive ones in the shop. Such integrity really instills confidence in the customer.
We are loyal to Mountain View and will continue to be as long as they have such excellent representatives like Yuliana and Nicole. Thank you!
Our District Manager David Miller called and spoke with the customer. He apologized for the mishap and said he would use this as a coaching opportunity to help our team improve. We refunded the $89.95 that he spent. David told him that our customers and our reputation are very important to us. - Chris Mitsos, Vice President / Mountain View Tire and Auto Service