Page 20 - AAA Central Penn – AAA Now! – January/February 2018

AAA
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AUTOMOTIVE SERVICES
Susquehanna Valley Fleet and Auto – 3x ‘Top Shop’ Winner
In 2013, and again in 2016, Susquehanna Valley Fleet and Auto in Lancaster, PA won AAA Central Penn Auto Club’s “Top Shop” automotive repair customer satisfaction award. Well, here we are
in 2017, and they have won it again, having the highest customer satisfaction rating of any of the automotive repair programs in AAA Central Penn’s Approved Auto Repair (AAR) program.
Out of 74 auto repair shops, auto body shops, and service specialty facilities, only eight qualified for this year’s program. So, to win it for the 3rd time,
is quite a feat of customer service. They have also placed 3rd twice in the five years they have been
in the AAR program. To qualify as a finalist, a repair shop must have at least 60 returned CSI survey cards in a year and average 97% or better on the surveys, and have no negative issues during the previous year.
How does an auto repair facility continually do this well with their customers? The shop employs several ASE certified Master Auto Repair technicians with Advanced L1 Diagnostic certifications, which make them able to work on most vehicles, from cars and light trucks to heavy duty over-the-road trucks with great skill and competence.
To go with this certification, Scott Roschel, the service manager, a 40-plus-year veteran of the auto repair industry, “believes a customer deserves to
be wowed when having his vehicle repaired, and believes personalized one-on-one service is the way to accomplish that.” Scot believes this reflects on
1st Place Top Shop - left to right: Eric Adelmann - NAPA Wholesale Mgr., Mike Fitzgibbons - SVFA General Mgr., Scott Roschel - SVFA Service Mgr., Christine Evans - SVFA Office Mgr., Dave Kahler - AAA VP of Automotive Services, and Bruce Phillips - AAA AAR Manager
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.” Mike Fitzgibbons, the facilities general manager, agrees with Scott’s philosophy and states, ”We want to keep growing and get as big as we need to be, but to not lose sight of the way we take care of each of our customers.”
For AAA members looking for high-quality automotive repair in Lancaster County, this is one of several Approved Auto Repair and Approved Auto Body facilities available in Lancaster County as well
as in other counties served by AAA Central Penn Auto Club. These facilities are inspected annually and certified to meet AAA’s standards, so they are able to 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 for the repair.
For more information about Susquehanna Valley Fleet and Auto, go to their website www.svfleetauto.com, or for AAA’s Approved Auto Repair or Approved Auto Body programs, go to AAA.com/aar.
Ray and Melanie Moats - owners of Ray & Randy's Auto & Truck Repair - 2nd place in Top Shop
Chris Rutledge, Rick Harkins, Ricky Harkins - of Harkins Service Center - 3rd place in Top Shop
AAA Central Penn Motor Club is Pleased to Announce the 2017 Top Shop Finalists and Winners!
1) SUSQUEHANNA VALLEY FLEET & AUTO......... Lancaster ........................ 99.61%
2) RAY & RANDY’S AUTO & TRUCK REPAIR.......... Ephrata............................ 98.99%
3) HARKINS SERVICE CENTER.................................. Harrisburg...................... 98.73%
4) NOAKER’S BODY SHOP ........................................ Duncannon ................... 98.72%
5) CAR CLINIC ............................................................... Paradise .......................... 98.29%
6) WEAVER’S BODY SHOP.........................................Hanover.......................... 97.86%
7) MOAT’S AUTO REPAIR...........................................Elizabethtown .............. 97.67%
8) MARTIN AUTO CENTER ........................................ New Holland ................. 97.63%
All shops had to have at least 60 returned CSI survey cards and score at least 97% or better on all the surveys, and have no negative incidents in customer service during the year. All the shops listed above have qualified in previous years or placed in the top three spots. There are a total of 74 repair and body facilities in AAA Central Penn’s AAR program.
AAA Approved Auto Repair © facilities are not the only facilities capable of competent repairs.
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JANUARY/FEBRUARY 2018
Now!