"Service"

I really wanted you to know was that Charlie from All Pro called to let me know that he has never worked with a more knowledgeable, well-run service staff as he did over the last couple of days with those over at Saab of Orlando. And so I just wanted to thank you and your team for such wonderful service.

 

Michelle J.,

"Under promise and Over deliver"

Finding employees of this caliber is getting more difficult every day.

Terry .C,

"Customer Satisfaction"

This experience shows what a fantastic organization you have and your commitment to customer satisfaction.

Leila L.,

"Why by from Massey Cadillac?"

I wish I could patronize your establishment on a regular basis as it is quite apparent that customer service is a priority. This incident exemplified why people should buy a Cadillac.

Michael R.,

Salesman "Dick Young" was Super!

I have purchased several New cars in my 68 years. This purchase experience was the Best and most enjoyable I have ever had. I will not dread buying my next New car from Massey as I have dreaded New car purchases in the past. Salesman "Dick Young" was Super!

Charles D.,

"Service & Courtesy"

On a recent trip to Florida my driver?s side window would not go up. I discovered this while I was boarding the Auto Train to Virginia. I called Cadillac and the gentlemen there made contact with your Dealership for me to have it fixed. I would put in contact with a gentleman by the name of Mike Chernow.

The problem worsened when a 17 hour Auto Train run turned into a 24 hour trip. I was supposed to arrive in Florida at 9am and about noon, while still on the train Mike called me and asked if I was still coming in and said not to worry that he would take care of me when I got there.

When we finally arrived Mike & his staff treated me wife and me with the Best Possible Service & Courtesy! I feel like he went beyond what was required of him. He handled my situation and as a result I felt I had to let you know.

Thank you for being the kind of dealership that makes me proud to continue to be a Cadillac owner.

Raymond D.,

"Team Leader"

 This is to commend your Wayne Anderson for the highly professional and caring service he provided in an emergency situation last week.

My wife and I were returning from Naples when we were forced off the road by a lane-changing truck in Davenport. We were lucky in that we only suffered damage to our passenger side tires, rims, and front fender. We get nervous knowing how close we came to complete disaster.

Wayne took charge of all details of the work required to get us back on the road, coordinated the paperwork with our insurance company, USAA, and led your team of fine people to actually getting the job done; all the while keeping in contact with us and building our confidence that we would get home safe and sound in a timely manner.

Bill, we would ask that you convey our appreciation to all of your capable people who worked on our car, with special recognition to Wayne Anderson the team leader. He represents your company in Cadillac tradition....the best!

John R.,

"Thank You"

David:

Thank you for all of your hard work for our XLR purchase.  I believe we first spoke a little over one month ago, and I am happy to say that it was a pleasure meeting you and doing business with you, and Massey.

 The purchase went smoothly and everyone at Massey has been very kind and helpful!  It is so nice dealing with such a professional group of people!

We LOVE the car, and it is safely tucked away in the garage, (after being re-washed from the "buggy" trip home.)  I think the funniest part was the Saudi Arabia Nav disc!  Wow, we kept trying to connect with USA, and we could not!  Now we know why.....it was hilarious!

 

I will be in touch, and again I thank you for such a wonderful purchasing experience.  Take care of my Black XLR, it has been pampered since day one...

 

Very appreciative,

 

Toni F.

Toni F.,

"Follow Through!"

Dear Massey Cadillac:

My husband picked up my SAAB convertible  for me yesterday and I could not have been more pleased!  I was so upset when hydraulic fluid dripped steadily from the windshield one day last week when I went to put the top up - what a shock!  I was able to get the top back down and was able to drive home.  Thank goodness it wasn't raining!  I called the service department - very upset about my "baby" and was reassured that it would be repaired - to my satisfaction and it certainly was.

Your service department excelled at repairing my SAAB convertible to its original beauty!  We were given a loaner car -  no hassle.  We were updated with phone calls re: progress on repairs.

I especially want to thank Darryl, my salesman, for his support.  I spoke with him right after the problem arose and he apologized for the problem - unnecessary because it certainly wasn't his fault.  I guess I called him because he treated us so personally when I bought my car.  It definitely wasn't his responsibility, but he also was supportive and followed through with us.

I want to thank your service co-manager - Bo - for coordinating the repair to my roof.  I will definitely tell all our friends about the wonderful service we received. 

Please feel free to share this message with Darryl and with the General Manager!   I love my SAAB!

Kathleen M.,

"Body Shop"

Dear Mr. Hull:

My husband and I became Massey customers in April 2008, and Mike Chernow became our service writer/advisor.  I have nothing but good things to say to anyone about the Massey service we have received through Mike.  He is accessible (he returns his calls promptly), knowledgeable, thorough (he keeps us apprised as to what needs to be done now and in the future), trustworthy (he delivers what's promised by the time it's promised), and always gets the answers to questions about things he does not know.

On Monday, August 3, when we had need of a minor collision repair, I called Mike first.  He offered to escort me over to the collision repair shop to introduce me.  That is Mike's kind of customer service.  I declined his offer and eventually met Michael Joseph and Tony Rydelek.  I found Tony to be an involved and thoughtful manager.

I found Michael Joseph to be another Massey representative upon which a favorable reputation is built.  He was gracious, knowledgeable, and efficient in giving me an estimate.  During the repair process, he was accessible and cooperative.  He and Mike Chernow coordinated the installation and alignment of a new set of tires while our car was in the shop.  Even with that additional work, our car was ready 24 hours ahead of the promised time!

It is a joy to work with those who acknowledge your presence, listen to your requests, promise only what can be delivered, and deliver within the time promised.  Please commend these three gentlemen for their excellent customer service.

Sincerely,

Judy P

Judy P,,

"Thank you!"

Tony, as I told you on the phone yesterday, my experience at the Massey collision center was A+++.  I had a truly horrible experience there about 3-4 years ago and brought my car in to you this time on the recommendation of Mike Chernow (who I would be lost without - he is WONDERFUL!).  Michael was at all times highly professional, he kept in contact with me regarding the status of my repairs, everything he said would happen did happen and every time that he promised was carried through.  It was a wonderful experience, made more so by Michael's professionalism, his courtesy, and his ability to carry through on his commitments to follow up and make certain my car was ready on the date he originally quoted to me.  It was a pleasure working with Michael and I so appreciate his kindness.

 

For obvious reasons I hope I don't have to come back to the collision center, but at least now I have total confidence that the collision center is well run, well organized and the people there are truly terrific.

 

Please thank Michael again for me.

 

Susan C,

"Long Weekend"

I have lucky to have been a part of the Massey Experience for almost 30 years. This visit for a quick tune-up and inspection was the BEST and most unbelievable experience I have ever had. I arrived at 735am and was greeted in about a minute, Mike Chernow took my info and was on to the rental stand in mere minutes. It only took a few more minutes to get the Enterprise car for the day, and I was out of there before 8am! To get the car, I knew I was running late (horrible on a Friday) and called to ask if I was a couple of minutes late could I still trade out cars. Service said no problem, and sure enough I showed up at 557pm. I traded in the rental, paid up my bill, got my car and was out by 605pm. INSANE! That could not have been any easier. Thanks to the crew for helping out on a Friday before a long weekend!

Charles H

Charles H,