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,

May 4, 2010

Dear Pat:

I am very happy to respond to your communique.

As a member of the 75,000 mile club, I have been pleased by the service and benefits of this membership, especially during these financial times. I have recently presented my 1999 S80 for scheduled maintenance, as well as needed additional service. During these visits, I continue to find the dedication and attentiveness to my needs that I have come to experience with Fields Volvo. I would like to express my appreciation to Mr. Justin Russo, Service Consultant, for his attention and follow-up on parts and keeping me apprised of the service status. This type of thoughtfulness and attention to detail was comforting and exemplifies the quality of service at Fields. I would also like of offer my appreciation to Caesar (service transporter) for safe and comfortable transport.

Please accept my rating of your service area as '5' (your highest rating) for the recent service provided.

Respectfully,

William Tyler,

May 4, 2010

Dear Mrs. Hubert:

Thank you for your inquiry of satisfaction. Although I seldom respond, I did want tot take a brief moment and express how happy and impressed I was in my interactions  with Mike Pritchett and Rene Chavez. Every aspect of our transaction was professional and courteous. The price offered for my trade was very fair and I consider the overall value for the Infiniti quite good. I was not prepared to finalize a deal when I arrived but Mike made everything just seem "right". Mike and Rene had to do all of the paperwork themselves as Maria was off and accepted my personal check with credit card guarantee and my promise of bringing title to my trade the following Saturday. Two days afterward, I had a couple of warning lights appear on the Infiniti. I know I purchased it "as is" but I contacted Mike and asked for any consideration he might provide. Mike and Rene agreed to have the vehicle fixed - if reasonable - at your sister Infiniti dealership and provided a loaner for the day. I then took their advice and purchased a warranty with Maria. Overall, a great experience in all respects and I hope, some day, to be in a position to refer others to Mike and Rene. Congratulations on an excellent dealership and again my appreciation to Mike and Rene.

Dan McMenamy,