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1. Feedback on our sales team
2. A review of your service representative
3. Your opinion on our team's attitude
4. Your impression of our showroom and inventory selection
Mr. Vasquez, First I have to say I am so relieved! I have been having trouble with the Jeep loosing power and it got extremely dangerous at times and unbelievably scary. However, with the help of Mike Phillips and Armando Lechuga out in the Service Department I think it might be fixed. I think this was the first time I have taken my car to a Service Department and actually had not one but two service technicians really listen to what I was saying and they seemed to truly care. I didn't get that dreaded phone call saying there was nothing wrong it was in my head. I would like to say thank you for having them there to offer such outstanding service and care.
Amy Bustamante 9/26/2012
Good morning Mr. Massey,
I wanted to take this time to thank you and your dealership for the extremely courteous and above and beyond customer service that is always showed. I recently purchased a 2011 Dodge Durango from your dealership; this is the 2nd vehicle I purchase directly from Louie Watson, internet service manager.
I am very pleased with the service received and continuously recommend my friends, family, and coworkers to your dealership and specifically Mr. Watson. Now a days there really is not much time to do things as before and everyone is in such a rush; I find it easier to surf the internet, see what I like and make a call or place an order; Mr. Watson is always patient, attentive, and more than willing to answer any questions I have and gather paperwork so that when I do happen to get time off of work, everything was ready for signature.
I am grateful for the assistance; customer service; and most of all the "not got feeling" that most people have when making a major purchase, or buyers remorse as others call it, I have that " I got a great deal" feeling and that to me is worth more than its weight in gold.
Thank you again and wishing your dealership many more years of success?.
Rebecca Hall,Health and Human Services Commission
Dear Mr. Massey
My wife and I purchased a vehicle last week through Mr. Louie Watson. We wish to express our appreciation for the wonderful service and help extended to us in our purchase from Mr. Watson. He was of tremendous help to us with the updates of where our vehicle was in the production, transport and final delivery stages. We feel he is a valuable asset to your organization.
We cannot fail to mention one other staff member. Mr. Ralph Garcia over the last few years has extended to us the consistently outstanding servicing of our vehicles.
Two wonderful gentlemen.
Richard McNemee Dorothy McNemee, M.D.
Mr. Massey and Mr. Vasquez I just wanted to take a moment to write to you to express my thanks for the professional and extra efforts by two of your sales staff. Mr. John James (JJ) and Mr. Craig Mulligan provided an excellent and hassle-free purchasing experience during my recent purchase of a vehicle at your dealership (Dec. 3, 2010). It is sales-people like Mr. James who make purchasing vehicles a gratifying experience, simply by taking the extra time it takes to ensure that my wife and I were comfortable with the vehicle selection. Mr. Craig Mulligan provided top-shelf service in his professionalism as he explained various service packages available for purchase as well as the contract content in my purchase providing me with a stellar understanding. I think I can safely say your two employees are an asset to your dealership! They stand head and shoulders above others in the vehicle sales field and I appreciate the time they took to care. Once again, thank you and your team for an outstanding job!
El Paso, TX
Dear Mack Massey Family and Staff,
I wanted to express my gratitude and appreciation to the Mack Massey dealership for the outstanding service I received during the purchase of my 2009 Jeep Wrangler-Unlimited Rubicon on August 14, 2009. Everyone involved was very helpful and friendly. I especially wanted to thank sales representative Travis York for leading me through the process step-by-step. I was well-pleased with the blend of professionalism and enthusiasm that Travis presented. He was informative, cooperative, and established a rapport that made my buying experience enjoyable. Thanks Travis!
I would also like to thank service advisor Ralph Gracia for recommending Travis, and for providing me with important information regarding the maintenance of my vehicle. My mother has been a repeat customer for well-over 15 years and friends with Ralph for as long as I can remember, and we will certainly remain loyal to Mack Massey when recommending an automobile dealership to our family and friends.
To your entire team: Thank You.
I am very happy and blessed to have purchased the Blue Rubi at Mack Massey.
Richard Edens Jr.
I would like to start of by saying that louie Watson had great customer service. He made me feel very comfortable buying my first car. I hope that Louie Watson is noticed for the great customer service he gave me. Thank you for the great experience.
I never take the time to send comments on service.But I just wanted to share my appreciation for your service staff especially Skip Hernandez for getting me and my family back on the road.Your facility and service staff are the best of any dealership that I have come across.I deeply appreciate all of your help.
Dear Mr. Vasquez,
I would like to take a moment to express how great my car buying experience with Mack Massey was. I purchased a 2009 Dodge Charger.
Your representative Louie Watson was very helpful. I requested information Via the web site and Louie responded quickly. I told him exactly what I was looking for, the color and the price. After work that day, I drove from White Sands Missile Range and met with Louie. The deal was made. The following day, my daughter dropped me off and I drove away very happy.
The whole process was painless. All of the staff at Mack Massey are very courteous and professional.
La Mesa, NM
Dear Mr. Vasquez (GM)
Dear Mr. Massey,
In the early to mid 90's I was a service department customer of yours, handled by Larry Wright, (good experience) who took care of a 929 Mazda, a dream car, my husband and I brought down from Ohio.
I am again your customer. I now have a (pre-owned) Chrysler 300 C Hemi, purchased from your Internet Sales Manager, Louis Watson.
Before I tell you how great Louie is, I would like to say that after much shopping in the El Paso area dealerships, there are several areas that impressed me - and you should know that your investment in your people and facilities is appreciated. The showroom was immaculate, and so are all your people. It was a pleasure to see, at the end of a very long hot day for all, how well groomed the men were -- and those beautiful heavily-starched, clean, crisp uniform shirts - gorgeous colors. I love that look - clean, spit-shined and polished!!
All the people I met were amazing -- cool, very knowledgeable, and professional. Mike, Jose, Roy, Marty, and John were excellent. I also like the location of Marty's office -- private, clean, elegant.
Before closing, I would like to rave about Louie and his internet site work. I am quite the internet hound and can appreciate ease and simplicity of information and use. Louie, in my opinion, has done a fabulous job keeping MackMassey "out there." That's what got me into the showroom in the first place. I saw a car of my dreams on your website and then heard Louie's description. I just had to talk to that guy. And surprisingly, he answered the phone and was available immediately. His people skills and training have certainly paid off for both of us. He never tired of the challenges we all had to overcome for the sale to happen. He is top notch.
Today I am driving a much more luxurious, impressive car than I would ever have imagined possible because of Louie.
I almost forgot about your software -- congratulations -- what a relief it was to see a car dealership operating in the 21st century -- every other dealership is still using an an almost manual system. Expensive? Yes, but worth every penny. Good job!!!
Please thank all of your team for me, and let them know that details do matter!!
JEAN K. FROUD
FARMERS INSURANCE GROUP
AUTO * HOME * LIFE * RETIREMENT PLANS
To: Mr. Randy Massey @ Mack Massey Chrysler, Jeep, Dodge
From: Ron G. Barnes, Psychology Professor and Asst. Academic Director, Park University @Ft. Bliss
Dear Mr. Massey:
I must relate my recent (3/18/09) buying experience at your dealership. People nowadays are quick to complain, but slow to commend. I'm writing for the later purpose.
The service I received yesterday was the best I've ever gotten at any dealership. I had to return a lease vehicle with several thousand miles overage. Paying those miles and returning the vehicle was going to put my family in a difficult transportation dilemma. I went to your dealership primarily looking for guidance and options.
I told Mr. Jose Gutierrez my sad story and I know he's heard them all. Mine related to recent issues with my health and a couple of surgeries, unexpected events that have created a lower than normal (for me) credit score. I was afraid my options were limited. He listened to my circumstances and offered hope.
Mr. Joe Valdez took me through all the vehicle options. I drove a couple of vehicles home to show to my wife, since she will be the primary driver. She liked the Jeep Commander and in fact it had been her "dream car". He patiently took me through the whole buying process.
Mr. Sergio Trujillo was diligent in seeking out the best options for me and came up with a payment I can manage. This was essential under the circumstances.
When I went to your dealership yesterday morning, I was ready to face the music. Instead, my family came away with a great car. I wanted to recognize these individuals for their excellent customer service above and beyond just doing what is expected in their jobs. They are the kind of people I'd want working with me. I'm proud to be a customer of Mack Massey.
RON G. BARNES
Dear Mr. Massey:
I have been a customer of Mack Massey Automotive for approximately 7 years having purchased a 2002 Jeep Grand Cherokee and a 2006 Jeep Commander. Let me start off by saying that i have been happy with the purchase of these vehicles throughout that time. My 2006 Jeep Commander gives me much pleasure. However, it is not only for that reason that i feel compelled to write this letter.
During the 7 years with Mack Massey, I must commend you on one of your employees and that is Ralph Gracia, Sr., Service Manager. For as long as I have been bringing my vehicles to Mack Massey for service, i have always dealt with Ralph. Not only is he an extremely well-informed person (autowise also), he is also a very personable gentleman who always treats me with respect, courtesy and never fails to meet my vehicle's needs every time I have called him for one reason or other. He is always on top of things and always meets my expectations whenever I ask him a question concerning the service on my Jeep Commander.
I do not believe I need to sugar coat this letter any further for I think it speaks for itself. Mr. Rarcia is truly a genuine asset to Mack Massey. It would be greatly appreciated if you would inform Mr. Garcia of my letter.
Thand you for your time.
Very truly your,
Mrs. Ann DeFlorio
Mrs. Ann DeFlorio
I am sure you wished you were hearing from me with referrals & not problems. I want to thank you very much for your efforts [again] today. With my being so far away it is extremely difficult in providing assistance to my parents. Your going the extra mile for helping them & getting his van to your store as well as getting him the rental is greatly appreciated! You are providing great customer service & I thank you! If for any reason you need my assistance [or to speak directly to my dad etc], feel free to contact me.
Thanks again Louie - Great Job!
Jimmy Jones,Flow GM Auto Center "Pre-Owned"
Thank you for your help and professionalism in getting Julie into her Durango this past weekend. I will be sending a message off to Mr. Massey later today, expressing the same.
My 2007 Caliber has just turned 55,000 miles, I average between 2000-2500 miles/month. If I trade, I'd like something with exceptional mileage (I am getting 29-31 around town now) AND a vehicle that your dealership can service. If you get your hands on a low mileage Caliber, or PT cruiser, please let me know.
Recycling Consultant - El Paso
Friedman Recycling Companies
5835 Wren Ave.
El Paso, TX 79924
Dear Mr. Massey,
I would like to relate the favorable experience I have had buying my used car from your dealership.
I placed an inquiry through my e-mail in regards to a Nissan Sentra that had been advertised on the Internet. Within minutes of sending my inquiry, Louie Watson called me on my cell phone and provided me with an offer that caught my interest. His salesmanship caused me to jump in my car and drive over to the west side of town to check out his offer. The end result was that I bought the car. It is interesting to note that whilst I was talking to Mr. Watson, Casa Nissan called to answer an inquiry that I had also placed with them. I guess we could say that Mr. Watson was just faster on the keyboard.
The prospect of shopping for a car on the Internet really appeals to me because it determines whether or not I leave my house to go and actually look at the car in question.
All in all a great experience and one that I would repeat and would recommend to my friends.
All of the people of Mack Massey treated me with great courtesy and worked to make my car buying experience as pleasant as possible.
Sorry to bother you, but I wanted to thank you and your dealership for your professionalism and courtesy yesterday. I flew in from DFW to purchase a truck you had for sale. While I found some items that weren't exactly right on the truck, your sales mgr Jose Guitierrez and salesperson Andrew J. Martin made them right and I left with a smile. I wanted to personally thank them and you for their attention and time.
Jaron Barrington, Mansfield, TX
I recently purchased a 2011 Dodge Challenger at Mack Massey with Louie Watson customer service was outstanding, and really goes beyond any customer's expectations, the best. very profesional and the internet service was very helpful and i was contacted promptly and was followed up with, and all my questions were answered, and very helpful information was provided to me as well. thanks for the great service.
I wanted to take a minute and tell you this Avenger ROCKS! We left after purchasing the Avenger on Friday (12/2/2011) it had less than 20 miles on the odometer. Here is our first 6 hours with our new car, what a way to break in a new car!
We went to our home in El Paso and immediately started packing to spend the week at our home in the Gila Forest in Glenwood New Mexico. I won/lost the coin toss and drove the Avenger with Bob in the Tundra with the 3 dogs?
We got underway around 1600 ? The car preformed with superior handling at the interstate speed (80 +/-) with awesome MPG (31-33) We exit I-10 at Deming and take route 180 to Silver City. By the time we got to Deming NM the snow had started it was about 1700 and beginning to get dark. Before Bayard NM (another 40 miles) it was almost white-out conditions with about 3 inches of snow accumulated and 5 inches of slush on the road. I was concerned with the road conditions when the snow started. I should not have worried a bit ? the road between Silver and Lordsburg had already closed due to the snow with the State Police advising folks not to travel route 180 if possible ? they ended up closing the road a short time after I passed. I was comfortable with the handling of the car to this point and made the decision to continue to my home in Glenwood another 68 miles past Silver City NM. We drove through heavy snow all the way home with Bob in his truck and me in the new car ? the excellent design (is this front wheel drive?) makes this a stable road hugging car and a trip not as scary. We are talking crossing the Continental divide and a mountain switch back curvy road, at night, in snow, cold at 19o F, and a new car that I was unfamiliar driving. I was raised in Illinois in the land of ice and snow so I am well versed in these conditions. However in Illinois if you run off the road you end up in a corn field ? in New Mexico you go down about 200 ft to the canyon below the mountain road.
We arrived safe and sound in Glenwood around 2030 with the odometer at 245 miles ? I was impressed, when the snow started I was regretting not bringing my Jeep Commander, I should not have worried! Oh and the best part I topped off with gas in Silver City ? my cost $5.03 (their gas is a bit higher than El Paso at $3.23 gal) What a deal! Oh and the Sirius radio was great too I never lost service when I use my I-Phone for Pandora I lose service about Buckhorn? I love this car!
Thanks for selling a great vehicle!
Bert Corbell MSN, RN, CEN, LP
Del Sol Medical Center
Took my Dodge Ram Truck for servicing today. Wanted to let you know that "Armando" personally saw to it that the service was done correctly. He kept me informed throughout the day of the progress being done........ Did a very professional job, and I am well pleased.