Dear Gaylord Management and Staff,
We have for some time enjoyed the great service at Gaylord's. We are writing today to thank you for a recent experience that certainly goes above and beyond expectations.
After leaving our Honda Odyssey at Gaylord's to have the ABS warning light checked out, we were informed that we needed nearly $1,800 in repairs to the ABS system. While still recovering from the shock, we were also told that the parts that needed to be replaced had been damaged by a previous front-end accident. Steve was the technician who reported this to Dana.
The information was then properly documented on the repair ticket.
Dana also offered to take pictures of the parts for us with her personal camera, before they were removed. Shen then emailed the pictures to us. She also agreed to let us borrow the parts in question, in case our insurance company needed to see them. Thanks to the efforts of Steve and Dana, we had the supporting documentation and physical evidence to convince our insurance company to pay for the repair, even though the accident that caused the eventual failure occurred several years ago.
We are so grateful to Gaylord's, and especially to Steve and Dana, for going that extra mile to inform of this situation, and for helping us to document it. It is so satisfying to do business with a company that has our best interests at heart! A very rare hing, especially in the auto repair business.
Thank you, thank you, thank you!