Page 21 - AAA Central Penn – AAA Now! – January/February 2017

AUTOMOTIVE SERVICES
AAA
TM
Lightning Strikes ‘Susquehanna Valley Fleet and Auto’ Twice in Five Years!
They are awarded the First Place “Top Shop” trophy in customer satisfaction with 100% Customer Satisfaction.
While the odds of a person getting hit twice by lightning in their life is 1:9,000,000, the odds for Susquehanna Valley Fleet and Auto winning the first place “Top Shop” award with 100% customer satisfaction are 2:4, along with having placed third twice. What is their secret? Stellar customer service and top-shelf automotive repair, with a fix-it first time attitude. Scott Roschel, the service manager, a 40-year veteran of the auto repair industry, “a customer deserves to be wowed, when having his vehicle repaired, and believes personalized one-on-one service is the way to accomplish that.”
Having also won the first place “Top Shop” award with a 100% customer satisfaction in 2013, Scott believes this reflects on how he takes care of his customers, that they are willing to spread the word about how good and fair the shop is with their repairs and customer service. Michael Fitzgibbons, the business’s General Manager, feels this also reflects on his philosophy “To keep growing and get as big as we need to be but not to lose sight of how we take care of the customers.”
To qualify for the “Top Shop” awards program, a repair facility must be in our Approved Auto Repair, Approved Auto Body, or Approved Service program, receive at least a 97% Customer Satisfaction rating, with at least 60 CSI surveys completed and returned, and have no negative customer experience during the year of the competition. This year, out of 71 facilities in the repair program, only 13 qualified
in all categories to become “Top Shop” finalists, including several preceding years winners or qualifiers. So for Susquehanna Valley to repeat is quite a feat in itself, but to do it again with 100% satisfaction is extremely difficult.
How is it possible to do this? The shop employs several ASE certified Master Technicians with
Ll Diagnostic certifications, which makes them able to work on most vehicles from cars and light trucks to heavy duty over-the-road trucks with skill and competence. So, from Christine, the office manager in the front office of the shop, to the technicians and Scott in the back end, everyone
is there to make sure customers and their vehicles are well taken care of.
For AAA members looking for high-quality automotive repair in Lancaster County, this is one of several Approved Auto Repair and Approved Auto
(L-R) Dave Kahler - AAACP Vice-President of Automotive Service, Mike Fitzgibbons - SVFA General Manager, Scott Roschel - SVFA Service Manager, Frank Frailey - AAACP CEO, Bruce Phillips - AAACP AAR Manager
Body facilities available in Lancaster County as well as in other counties served by AAA Central Penn Auto Club. These facilities are inspected annually by AAA and offer members quality repairs with a two- year or 24,000-mile parts and labor warranty on the repairs as well as a discount on labor on the repair.
For more information about Susquehanna Valley Fleet and Auto, go to their website, www.svfleetauto.com, or for further information about AAA’s Approved Auto Repair or Approved Auto Body programs, go to AAA.com/AAR.
Finalists and Winners Announced for the
2016 ‘Top Shop’ Contest!
AAA Central Penn Auto Club is pleased to announce the finalists and top three winning positions for our 2016 “Top Shop” in Automotive Repair Customer Satisfaction contest. These shops needed to equal or exceed 97% over the past year, with a minimum requirement of returned customer satisfaction surveys. Out of 71 repair facilities in our Approved Auto Repair or Approved Auto Body programs, we had 13 facilities meet all of the “Top Shop” criteria. Below is the list with their location:
1) Susquehanna Valley Fleet and Auto........ Lancaster
2) Harkins Service Center ................................. Harrisburg
3) Cisney’s Diagnostic Service ........................ Cleona
4) Midas – Lincoln Highway ............................ Lancaster
5) Moat’s Auto Repair ........................................ Elizabethtown
6) Hershey Bros Transmissions ....................... Lancaster
7) Fox’s Automotive............................................ Lebanon
8) Ray & Randy’s Auto & Truck Repair .......... Ephrata
9) Ebersole Buick GMC Body Shop................ Lebanon
10) Noaker’s Body Shop ...................................... Duncannon
11) Carlisle Autocare Center .............................. Carlisle
12) Dutch Valley Auto Works ............................. Mountville
13) Car Clinic Inc..................................................... Paradise
Rick Harkins (center) and staff of Harkins Service Center - 2nd place in Top Shop
Larry Cisney (L) & Jesse Cisney of Cisney’s Diagnostic Service
- 3rd place in Top Shop
To find out more about AAA’s Approved Auto Repair and Approved Auto Body programs and all the benefits that AAA members receive, go to AAA.com/AAR, or email Bruce Phillips, the Approved Auto Repair Manager at bphillips@aaacp.com.
JANUARY/FEBRUARY 2017
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Now!