Jeff,

I just wanted to commend Mike Kusky and his Service Staff for a great service experience.  I don't usually write long letters about things like these, but I was so satisfied, I just wanted to express what happened and how Mike took care of me.

Last week I purchased an older 2001 Mitsubishi Eclipse with 115,000 miles for my 16 year old daughter.  Being an older car, I wanted to make sure it was safe and in good running order so I was calling around to get the timing belt changed and water pump and belts replaced.  Living in Butler County, I first called Baierl Mitsubishi in Wexford and got a service writer on the phone, who gave me a quote of around $650.  Being a little unsure of what was involved, I asked if that included the water pump and belts.  The service tech, sensing that I was unsure of the process, apparently decided to take advantage of me by replying that the water pump and belts would be extra and that the total cost would be around $800.00.  He then tried to sell me a coolant flush for $40.00.  Baierl's overall cost- $840.00

Having sold cars when I was younger and being in sales all my life, I felt a little uneasy about the tone of the Baierl guy's voice and so I decided to call one more dealer.  That's when I called Mike.  Mike gave me a quote of $650.00 "out the door".  When I asked him if that included the water pump and belt, Mike quickly replied that it did, and then explained to me that the belts, water pump, and coolant all either had to come off or be replaced as a normal part of doing the timing belt anyways, so that was the price.  He then did something that not many people in the "people" business remember to do.  He made a personal connection with me by telling me that he understood that times were tough and that people need to save money these days.  At that point I think he knew that I was being taken advantage of by the other dealer (I told him how much they wanted), but he chose to take the high road and instead of making me feel stupid and slam the other dealer, he simply said that he was trying to be competitive with all of the local service shops in the area.  Very Professional!

So I made the appointment with Mike and then called back Baierl and cancelled.  They must be used to that because they didn't even question why.  It just confirmed my suspicion that they didn't care.

Once I dropped off the car, Mike exceeded my expectations by charging me $20.00 less than the $650.00 for the timing belt service.  The service tech even took a minute with me to show me the old parts, which increased my trust.  Mike's son (I can't remember his name) was also very helpful and reassured me that the service was necessary and important.  In fact, when Mike's son basically told me the same things that Mike had, I realized that this helping, positive attitude was a company thing, not just Mike.  As a result of trust, I ended up giving your service department more work and bought parts from your parts manager whom also was great and willing to work with me.

When will other dealers realize that it's all about trust?  When will they realize that short term gains rarely mean long term profitability?  I'm glad that South Park Mitsubishi knows that.

So here's the summary of results:

South Park Mitsubishi- got over $1,100 in service and parts business, and have made a relationship with a buyer that currently owns a 2009 Honda Pilot, a 2008 Honda Civic, a 2006 Honda accord, and now a 2001 Mitsubishi Eclipse.  I buy cars about every other year.  I drove 60 miles (30 miles past Baierl) to get service work done. Baierl Mitsubishi got nothing, in fact I have some major clients that have fleet business with them and will advise them how I was treated!

Thanks,

KCMA Corporation

Mark Dublin

Regional Sales Manager

Eastern Region

724-712-6200

Dear Jeff,

I have been purchasing vehicles for many years now.  I have always bought German cars my entire life and thought that the product was always superior to anything in the market, along with customer satisfaction.

No question that Audi's, BMW and Mercedes are great cars but, with that said, this Mitsubishi Evolution 8 that I purchased from your dealership has been the "BEST" over all car that I have ever driven, let alone owned.

You have made my entire experience with your dealership enjoyable.  From the first time I came into your dealership to purchase my vehicle up to the present time working with your service department.   Working with Mike Kusky, your service manager, has been the best experience that I have ever had at any dealership.  I cannot wait for my next purchase from your fine dealership!

I thank you for this great operation that you have developed here at SOUTH PARK MITSUBISHI!

Yours Truly,

Istvan Balogh        

Dear Mike:

I would like to take the opportunity to commend you for your OUTSTANDING CUSTOMER SERVICE SUPPORT!!

I have been a client of yours for over 5 years and today absolutely without a doubt reinforces the fact that I will continue to be a loyal customer of yours for many years to come. 

I routinely have my car serviced at your dealership for the normal work of: oil, inspections, warranty, and other repairs.  But unfortunately there are those times when we drive our cars to the brink of destruction, which is what I do for a living, putting anywhere from 500 to 1,000 miles per week on my vehicle.

I noticed yesterday, late in the evening while driving home, that I had a pretty serious problem with my front end, and without hesitation I drove my car home immediately and shut it down.  I phoned the dealership that next morning at 8:30am to see if there was anyway anyone could help me and take a look at the vehicle.  To my relief, I was told by the customer service department to bring the vehicle in immediately and that someone would have a look at it.

Now, to me, that is absolutely without a doubt excellent customer service, and again, I would like to commend you and thank you for that support.

I have recommended your cars and dealership to many of my clients and I will continue to do that in the future.

My many thanks again!!!

Sincerely,

Sandy Corchado

President/Closing Agent

SLC Services, LLC

PGH, PA

Pennsylvania's Finest Mobile Notary Service

March 11, 2010

Michael Kusky

Service Manager

Dear Mike

I'm writing to let you know how great your department is....every time I visit!  Everyone, from you to the techs, are the BEST!  I am very impressed with the quality of work performed by the department.  Equally important is the way that everyone treats me when I visit, you all deliver top notch customer serivce!  I look forward to having my car serviced by you for many years.

Thanks so much, and keep up the great work!

Kindest

Dick Bondi

2008 Lancer Evolution MR