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Mohr's Automotive - Best Customer Service I've Ever Experienced
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June 15, 2011
Better Business Bureau
2625 Pennsylvania NE Ste 2050
Albuquerque, NM 87110-3658
(505) 346-0110
Subject:Mohr’s Automotive
421 N. Cascade Ave
Montrose, CO 81401-3549
(970) 240-0575
On May 26, 2011 about 1:30 PM while driving from Sun Lakes, AZ to Ft. Collins, CO with stops along the way to enjoy the southwest beauty of Arizona, and Colorado, we were entering Montrose, CO.
My wife and I had noticed a squeak from time to time which seemed to come from the right front wheel assembly of our 2006 KIA Sorento vehicle. Then suddenly, the steering wheel started shaking violently. We pulled off the highway to a parking lot and checked all that we were able to with our limited tools.
We called for a tow truck and at the same time called BBB for information about three auto repair shops in Montrose. BBB reported an A+ rating for Mohr’s Automotive, so we chose to have them look at our vehicle.
I called Henry Bellew (owner of Mohr’s Automotive) and inquired: 1) does he work on KIA’s, and 2) could he get us in now. Luckily for use he said yes to both questions.
Once we arrived at Mohr’s we explained that we were on our way to Ft Collins and would like to get the vehicle repaired ASAP so that we could keep our schedule for house and dog sitting for our friends.
When Henry’s technician finished his diagnosis of the problem, he found the carrier bearing on the drive shaft had failed, but found nothing wrong with the right front wheel assembly. Henry and his technician then showed us the failed bearing and also showed us that nothing was amiss with the wheel assembly.
I’m retired from over 45 years in customer service, and have always tried my best to meet or exceed my customer’s expectations. Because of a number of horror stories of auto repair while traveling, I was cautious and concerned that the repair would be very costly and might delay my departure for several days, because of needed parts and the upcoming holiday weekend.
After inspecting the failed part, Henry and I returned to his office to see if the part could be found quickly. Henry called all the local auto parts stores without success, and then called the stores in Grand Junction, CO without success. Henry, not giving up, called the Salt Lake, UT KIA dealer hoping they had the part we needed, but again, no success. Henry then asked the dealer to find a dealer with the part and asked for the part number. The Salt Lake dealer said that the KIA dealer in Albuquerque, NM had one.
Henry called the dealer in Albuquerque and yes, he had the part we needed. After confirming the part number Henry asked the parts person to describe the part to make sure that it was the one we needed. He requested that the KIA parts person ship the part overnight.
Since the part would not be in Montrose until Friday, my wife and I called a local Best Western Red Arrow for a room.
Henry offered to drive us to the hotel and did so. He also recommended a couple of restaurants close to the hotel so we could walk there.
Late Friday morning, Henry called to tell us the part came in early Friday morning and our car was ready. Henry was there in 10 minutes to pick us up, which we certainly appreciated. The repair costs were very reasonable (and less than we anticipated).
As I stated above, I was in customer service for 45 years. Thus not easily impressed when it comes to most customer service,
Henry and his staff exceeded my expectations in every way. With every aspect of the process to get my car repaired, he exhausted every avenue until he knew that we would be taken care of properly and with minimum delay in our travels.
I cannot express my gratitude strongly enough for all their efforts and work. I strongly recommend Mohr’s Automotive without hesitation to anyone in the area who needs car repairs or maintenance.
Henry listened to us regarding our time constraints, didn’t stop trying to find the part needed, and verified that the part he found was the right part. He volunteered transportation to and from the hotel, and drove us himself.
Thank you Henry for your honest service and your extra efforts on our behalf.
I must also thank the management at the Best Western Red Arrow for all their efforts to make sure we had a room. As we didn’t know if our car would be ready by Friday evening, they reserved our room through Monday without any penalties if the car was finished earlier. They also offered us shuttle service if needed. Many thanks to the staff at Best Western Red Arrow.
Best Regards,
Ron & Sallie Rueter
Everett, WA
cc:
Mohr’s Automotive
Attn: Henry Bellew
421 N. Cascade Ave
Montrose, CO 81401-3549
Best Western Red Arrow
1702 E. Main Street
Montrose, CO 81401-3811
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