Dear Mr. Fields:
Several weeks ago, I had the
unfortunate experience of having my car break down in Battle Creek,
Michigan while driving my family from Chicago to Michigan for the Easter
weekend. My children's ages are four years, two years and two months
old and needless to say, having a car problem with this cargo can be
very stressful.
Fortunately, I was able to make immediate
contact with Brian Black from your Winnetka store and Brian was
immensely helpful in providing us with access to roadside assistance and
rental car alternatives. Brian even called his wife (Brian's wife works
for Kellogg - based in Battle Creek) to help us with rental car
suggestions. Within 1.5 hours of the breakdown, we were back on our way
in a rental car. We could not have felt better supported.
Our car
was towed to the nearest dealer in Grand Rapids and the following day
we heard from the dealership that the problem with our vehicle was not
covered by our warranty. Once hearing this very disappointing news, I
called your Winnetka store and spoke to Joe, Gary and Ed. Your team
assured me that they would take care of things in short order and gave
me great comfort. Following this conversation, they arranged to have my
vehicle repaired and shipped back to Winnetka at very little cost to me.
Futhermore, they arranged a loaner car for me until my car was
returned. Again, we could not have felt better supported.
I first
purchased a car from Fields in 2003 and I have since found your level
of people and service to be extraordinary. In fact, I have purchased all
of my cars (4 in total) from Fields since 2003 and remain a loyal
customer. My loyalty stems from knowing that whether I take my daughters
for popcorn and a carwash on Saturday mornings, or find myself in a
difficult position with my vehicle, that I will have the best, and most
satisfying, experience possible.
I would like to especially
recognize Ed, Gary, Joe and Brian and let you know how much I appreciate
their care, diligence and execution. I know you understand the level of
professional that is working for your organization, but I wanted to
remind you of the very positive impact they have on your customers.
Sincerely,
James
