February 5, 2009

Dear Mr. Fields:

I am writing this letter to commend you on the professional staff that you have working at your Highland Park Volvo Dealership. I want to share this story with you, regarding the service that I recently received.

This was my first Volvo purchase and after several weeks of searching for the right fit - I came across your dealership. It was a 2005 White S40 which was in impeccable shape, but unbeknownst to me and your dealership, this car had its own agenda. I purchased it on January 24, 2009, and the next day I had to have it towed back to the dealership, so I encountered a rough start right out of the gate (not starting - electrical problems, etc.). Unfortunately, under the circumstances, I count not confidently keep this car without fearing that something else was going to happen, so I had to return it immediately.

During the couple of stressful days that I encountered with this car, I was in contact with your sales staff, Mr. Zoar Avni, and Mr. Rene Chavez. I cannot say enough about them. They assured me that Fields Volvo was about service and they were going to do whatever they needed to do to make this wrong - right. I felt as if they were more concerned with the recent customer relationship we just established than the recent sale. As it turned out, they put me into another Volvo and she is running like a charm.

I am so glad I gave your staff the opportunity to rectify the problem than just have walked away.

I would definitely recommend your dealership, and more importantly, my sales associates, Zoar Avni, and Rene Chavez, to a friend.

Sincerely,

Kelli A. Sullivan,

May 29, 2009

Dear Mr. Fields:

All too often customers will write letters to complain about an experience with a business. I have been so impressed, over the years, with your team of service professionals at the Fields Volvo Service Department that I was compelled to write.

I was a customer of the Highland Park dealership before Fields' took ownership. Let me say what an improvement that has been for me. Mr. Fields, in my opinion, auto dealerships are a "dime a dozen" and what differentiates true leadership in any industry is the customer service. Your realization in that vision is apparent in your dealerships' concepts, from complimentary car washes to the food and beverage offered to your customers. The true indication of whether or not I will do business again with anyone, is how I'm treated once the sale is complete. With that said, the service team of Chris, Marco, Dave and Justin at Fields Volvo deserve a "great job" compliment from me and hopefully a monetary bonus from their management teams.

I hope you realize how much they go above and beyond in making your customers feel like their car being serviced is the only problem they are dealing with at that time. Also, they make us feel like part of a family, which makes the unpleasant experience of having our cars serviced a pleasurable one.

Please let Chris, Marco, Dave and Justin know how much I appreciate their efforts. They truly are the difference that gives Fields' its reputation of excellence. Word-of-mouth advertising is assured from me. Thank you for your time and choice of service professionals at Fields Volvo in Highland Park.

Sincerely,

Valerie Gish,

September 14, 2009

Dear Pat:

I want you to know what a pleasant buying experience it was to work with Steve Farshi at your facility. Neither my wife nor I can think of any other occasion when we were treated with such respect and honesty when buying an automobile.

It is indeed a pleasure doing business with Steve and Fields Volvo. Steve is very professional and knowledgeable about the business. He knows how to be helpful to his customers without turning up the pressure. We appreciate that and look forward to doing future business with Fields Volvo.

We also are aware that company culture starts with its management. We want to thank you, too, for being the kind of manager who makes it possible for Steve to perform his job to the best of his ability and also for managing such an outstanding automobile dealership.

I am also well pleased with your service organization. They were very friendly and were able to answer any questions I had concerning the maintenance of my Volvo.

My wife, and I, will most certainly recommend Fields Volvo to others. I will also give Steve and your dealership the highest ratings on any surveys I am asked to complete by Volvo and Fields Volvo.

Kind regards,

Daniel Sherman,

December 14, 2009

Dear Pat:

I just wanted to send you a short note to let you know about some exemplary service I recently received from two of you associates.

Justin Russo went above and beyond the call of duty in getting my car into the service queue and made sure it was taken care of as soon as possible. He was also kind enough to point out some available discounts and I sincerely appreciate that.

Bill Galluzzo has always done a great job taking care of my S80 and this last time was no exception. He has always been honest and straightforward with the repairs necessary over the years.

Both Justin and Bill have built up and maintained the high degree of trust I have for your dealership. They have made it worth the trip to your new location.

Thank you,

Heath Hummel,