Chris Greulich and John Jamison:
My name is Kyle McKinney, and I have been a faithful Greulich's customer for a little over a year now. I was first referred to your company and the 1750 E Elliot Rd, Tempe, AZ location (store #026) via Aeverex, my vehicle's warranty company. My first expectations of a repair facility contracted by an aftermarket warranty company were admittedly very low, seeing as any insurance or warranty organization's unpublished agenda is to save money and prevent fiscal liability. Naturally I thought that would begin with the quality of automotive repair facilities and/or vehicle mechanics that they could network at a low cost, and as would be congruent with the quality of service customers like myself would eventually receive.
Approximately 13 months have passed since my first contact with Greulich's and the incredible employees at store #026, and I am extremely happy to say that my initial fears and expectations were massively and holistically wrong. From my first handshakes and introductions with store manager Jim Lawver, and Mike Boyce (who handles literally everything from sales, to logistics, customer service, and operations) to now, I can truthfully say I have never had a more positive experience with automotive repair.
After first buying my vehicle and wanting a qualified automotive shop to evaluate it to ensure it was safe and without need of repair (I bought my vehicle used), Mike had his team inspect every inch of my Volkswagen (which I was also impressed with the fact that they had team members with the skillful and mechanical capacity to properly evaluate, diagnose, and repair European vehicles) to make sure I was fully aware of the state of my car and that I was set at ease with my purchase. Following the thorough (but still timely and efficient) inspection of my VW, I was informed of several issues with my car such as the need for new control arm bushings, the fact that the wear bars on my tires were badly visible, and several other problems that someone like myself who had just made a car purchase should not have to worry about. Without hesitation, Mike called and went to battle with my aftermarket warranty company to not only alert them to the safety and mechanical issues with my vehicle, but also made sure the claim would be paid for entirely with absolutely no cost to me whatsoever. I was even given a ride back to my home while my tires were being ordered and my vehicle was being repaired. Since then, I have been to Greulich's several times for minor repairs and have received the same great service every single time. Its one thing to have a single positive experience with a company and their employees, but to maintain complete and total customer service satisfaction and consistency is a huge testament to the dedication the team members at Greulich's store #026 have towards their clients.
Recently I was very unfortunately faced with my vehicle stalling out and then soon after refusing to start, and after having it evaluated by Greulich's it was determined that my engine had somehow incurred catastrophic failure. This would be terrible news to any car owner, but as someone who was diagnosed with osteogenic sarcoma (bone cancer) approximately 6 months ago, it was an extremely horrible phone call to receive since I desperately need my vehicle to frequent doctor's appointments, consultations, and literally life-saving medical treatments. Without hesitation, Mike contacted my warranty company and began the exhaustive claim process necessary to replace an engine on a German car.
This morning I was informed that the claim has been approved and Greulich's can begin repairs to my vehicle (which I know will be conducted in an expedient, efficient, and quality manner) and as such a weight and stressor has been lifted off my mind, I felt it necessary to determine who I could contact to outline my amazing experience with Greulich's Automotive store #026, Mike Boyce, Jim Lawver, and their entire incredible team. It is my understanding that you are both the Owner and Vice President of this great company, and as someone who has worked in a supervisory capacity in my career field for years, I know the value of a hardworking group of employees and personally appreciate feedback (both positive and negative) from the contacts my team has with the people we interact with. I cannot put enough emphasis on the fact that this group of team members at store #026 is an exemplary collection of employees and I guarantee that they represent your company and corporate mission statement, standards, and promise of impeccable service to your customers in a more than meritorious way.
I appreciate the time you may take to review this letter and allocate the appropriate and largely deserving recognition of excellence towards Mike Boyce, Jim Lawver, and the entire Greulich's Automotive store #026 team.
Sincere in my gratitude,