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When selecting which customer letters to place online, we look for those that have an interesting story to tell, or underscore the importance of “the little things” that make a big difference from a customer’s perspective.
Congratulations to all Tuffy Franchisees and their employees for doing such a great job! If you have comments or questions, please feel free to contact us. Remember to mention which store you visited!  Fall 2010
Euclid, Ohio
Franchisee: Val Palcisco
I know that often corporate offices only hear about bad experiences, but I had to send you a word about something nice. Your Euclid, OH shop was very nice to me. A guy had rear ended me in front of your shop, and we pulled into Tuffy’s lot wile waiting for the Police to arrive. When I turned my back, the offending driver sped off. Two mechanics came out, and when I said that I smelled something burning, they both climbed under the car to make sure it was OK. Upon unlocking the doors, another gentleman came out and asked if we needed help and told me how good the police in Euclid were. Their concern was so appreciated. And the last guy wasn’t kidding; the Euclid cop caught the offender in less than an hour! I haven’t used Tuffy before, but I will definitely go there the next time I need something. Please pass along my appreciation. You have some great people working for you!
Sincerely,
Maureen Ryan
(By showing concern and offering assistance, the Euclid crew may not have made a sale that day, but they certainly earned the respect, admiration, and future business of this customer who had a mishap in front of the store. Well Done!)
Destin, FLorida
Franchisee: Auto Associates Midwest
In June, my family and I traveled to Destin, FL for our vacation. Traveling with two boys under the age of three is always eventful, but when you have a flat tire on a boat trailer it just gets better. We were able to limp into Destin on the spare and begin our search for a replacement. Not knowing the area, I just drove around and stopped at any tire store I saw. I stopped at three locations before I made it to Tuffy, where I was amazed by the service I received. The customer service at my previous stops had been less than rude and was the reason I continued looking. Upon arriving at Tuffy, Matt Miller, the assistant Manager, was eager to help me and was happy to answer my questions. Matt had to order the tires for the boat trailer, and I decided no to take a chance and replaced both tires. My tires arrived just as I was told and I did not miss any fishing or family time due to a flat tire. The guys installed my tires, put my spare back on the trailer and seemed happy to be working. I was very impressed with all the employees and their workmanship. Thanks for saving a lot of our vacation time.
BJ Arnett
(Nothing is worse than having a mishap threaten to throw your vacation plans into disarray. This customer was clearly impressed by the attitude and professionalism of the staff and their ability to help them get back to the business of enjoying their vacation quickly. With fast, friendly service like this, it’s no wonder that the Destin crew stood heads and shoulders above the three other places that this gentleman stopped at first!)
Bradenton, Florida
Franchisee: Darren Gutzman
I wanted to let you know how Jim and Phil went above and beyond my expectations at the Tuffy in Bradenton, FL. My customer experience was beyond excellent. My truck battery died at the light right next to the Tuffy store. I pushed my truck to the side and ran inside. They let me borrow a starter kit and I limped my truck to Tuffy where they were able to diagnose my battery and install a new one within minutes. I was back on the road and heading toward the beach ASAP for a wedding that weekend. Thank you so much. Given that great experience, I will definitely recommended Tuffy to everyone, and I will be a returning customer myself.
Shawn Marsee
(Here is another example of a “fortunate” breakdown, in the sense that the customer’s vehicle failed quite near the shop. Clearly, this customer appreciated the speed in which the Bradenton team solved his problem. They have clearly earned his trust and future business. Great Job!)
Beaufort, South Carolina
Franchisee: Rick and Cecile Stasny
Last week while on vacation in Beaufort, SC our car needed an emergency fix. We had just gone to the store and had a car load of food. You employees put our food in the refrigerator so that it would not go bad while we waited. They were so great! My niece just moved to the local Marine base and now she knows where to bring her car from now on! The manager, Rick Stastny, was so nice. You should really be proud of the customer service that he and the other employees are giving. I hope this letter makes its way to corporate so they can see it. I will go to Tuffy no matter where I am. They saved our whole vacation
Summer Sears
(Another vacation saved by the Tuffy Team! Ms. Sears, We are certainly proud of the Beaufort crew, and are glad to share this story with the rest of the Tuffy community.)
| | Summer 2010 | Venice, Florida
Franchisee: John Zielenbach
Ever since my service contract with my Saturn Vue ran out, I have always been going to the Tuffy Auto of Cape Coral, on Del Prado Blvd. I would even travel there if I happened to be out of town and needed something because I know them very well. I am a very loyal customer and go every 3,000 miles.
Yesterday, I noticed a screw in my passenger front tire. I called the owners at Cape Coral where I should go because I was a pretty far from home. He had mentioned that I should try the Tuffy in Venice.
My initial contact was just like the Tuffy in Cape Coral – it was as if they already knew me. The service manager had indicated that the tire only needed to be plugged and had communicated that it would only be a few minutes. After ten minutes, the manager came into the waiting area to tell me that there would be no charge as the screw didn’t penetrate the tire very far. He was pleasantly surprised.
I know that people find it easy to write a letter of complaint when something goes wrong, but I make it a point to write if something goes right. Tuffy of Venice has it right; they were honest, friendly, and I would recommend anyone to them.
Thanks Tuffy
Reverend Arnold Zebrowski
| Findlay, Ohio
Franchisee: John & Rhonda Firestone
I had recently taken my daughter’s vehicle to the Findlay Tuffy for a tire check and oil change. After a full inspection, John had indicated that the u joints were going out on the vehicles and that the axle should be replaced. John had also communicated the severity of this part if not replaced. This had actually happened to my husband and he ended up on the other side of the road and facing the wrong direction. This was definitely a situation that I wanted an inexperienced driver to be.
Even though this was an expensive repair, I gave John the ok to fix it. The way I see this is I would rather pay an expensive repair than to have my daughter’s life endangered. I appreciate the fact that the owners of the Findlay Tuffy have the safety of my child in mind.
Susan Spitnale
Ft Myers, Florida - McGregor Blvd.
Franchisee: Jack Mackenzie
I would like to commend Jack at the Fort Myers Tuffy (McGregor Blvd) for his excellent customer service and work ethic of his entire team. Being a single your woman away from home, I have been given the runaround on numerous occasions from several different auto repair shops. After a breakdown on a busy street, the tow truck driver personally recommend Jack at the Tuffy on McGregor Blvd. The tow truck driver had indicated that he wasn’t supposed to give towing clients recommendations, but he could see that I was distressed with no one to turn to. My father, who lives in Massachusetts, spoke to Jack on the phone and they both had agreed to a service plan that would be most cost-effective for me while still allowing me to have a functioning vehicle by the time I ended work later that day. My car is working wonderfully, and Jack’s attitude and patience was something you don’t find too often anymore.
Kelly Ann Packard
| Spring 2010
Mary Esther, Florida
Franchisee: John Zielenbach
Tim, at the Mary Esther Tuffy location, took incredible care of me today. He went above and beyond to figure out what my truck needed. He took his time showing and explaining to me about a front end issue my truck was having. I originally went in for an oil change (with coupon) and ended up learning about an underlying issue. Tim is an asset to your company! We have been having our vehicles service at Tuffy’s for years. This is another reason why I continue to go back time and time again.
Denise Mattingly
Walled Lake, Michigan
Franchisee: Art Rott
Over 15 years ago I lived 30 miles North of the Walled Lake area and had a Tuffy Dealer in Waterford that did all the maintenance work on our vehicles.
I was so pleased with that Tuffy Muffler Shop in Waterford and the Father and Son Owners were so down to earth honest people. The Son was a little older than I, but was the top mechanic there at that time in the "90's" and did all the work on my Chevy and my wife's Cutlass then. I really felt comfortable with their honesty and work ethic. The fixes lasted for the life of ownership of the vehicles on everything they done without one problem after.
I was dismayed when I moved down to the Wixom area and was very unhappy with the services from other auto repair shops. I always had to take the vehicles back to have them redone some way or another because of poor work.
Since moving down to this area, I had nothing but bad luck with auto repair shops until I decided to try the Tuffy on 15 Mile and Pontiac Trail. I called to make an appointment to have a new muffler system quote for my 4 X4 Durango. The man I spoke to gave me an estimate over the phone which was almost $200 under any other estimate. I could not have bought the parts and done it myself for less.
After getting the quote, I brought the vehicle in the next morning and to my surprise the man at the counter looked very familiar; noting it has been over 14 years since I had seen him last. I then realized it was the son (Art Rott) of the Tuffy Muffler (Father & Son) in Waterford! I could not believe it! He had his own shops now. We talked briefly and shared short lifetime stories but not long because the shop was loaded with customers. They were all just getting ready to pick up their fixed vehicles or just waiting. The atmosphere was so friendly and calming even though you knew it was money out of pocket non the less to have your vehicle fixed.
During that time in between seeing Art again, I became permanently disabled from a work accident and money is a very limited commodity as I know for most people this day and age. I then gave Art my keys to redo the muffler system and exhaust and asked him to check my A/C also which stopped working for me some time ago. Even though the cars were going in and out of the shop I noticed there was still about 8 people ahead of me and Art said it may not be ready till later in the day. He then offered to give me a ride home and pick me up when it was ready. But, I thanked him and called my wife to pick me up. I left there actually feeling very good instead of waiting at home for the dreaded call of "It's going to cost more!"
Later that day I, received a call from Art saying the truck is all done and he mentioned that my 4X4 Durango required OEM factory muffler system parts which I know are almost double in cost. When my brother dropped me back off at Tuffy, I asked him what do I owe you? He then turned around and said "Well Mike, lets stick with the quote I gave you from the beginning. I’m glad to have you back as a customer.”
I was lost for words of his generosity and turned to other patrons in the waiting area and said "Can you believe this?" They all smiled and said that is why we always come to Art's Tuffy Muffler. Good Karma Art!
Art - I just wanted to thank you and let the people in the area know what a stand up guy you are. I now know why your parking lot is always full. The money I saved going to you bought our groceries for two weeks! That means a lot being on a fixed income. Thanks for the lunch at Subway too! I owe you one!
A Patron for life
Mike P.
| | Winter 2010 | Gulf Breeze, Florida
Franchisee: Jay Greenfield
In the past few years, my husband had spoken to a multitude of customer service representatives regarding products, services, etc. At the end of each call, the agent would ask: “Is there anything else I can do for you?” My husband would always replay – “I would love a pepperoni pizza.” You could hear the chuckle or laughter in the agent’s voice after my husband’s reply. It was his way of giving a smile to someone.
After researching car tire prices and services, my husband chose to have his Silverado’s new tires mounted at the Tuffy Tire and Auto in Gulf Breeze. The service was excellent and pleasant. The service was also completed very promptly. About a week later, an individual from your office had contacted me for a brief survey regarding our recent visit. After answering the questions, my husband had asked the “smile question” regarding the pepperoni pizza. Needless to say, but the two of them had chatted like old friends for minutes afterwards.
About two weeks after having our car serviced, my husband and daughter had brought my daughter’s car into Tuffy for servicing and new tires. Again, the Tuffy personnel had given us excellent service and the work was completed as promised. Yesterday, a call came from the same individual regarding our visit. It wasn’t long before the individual had realized that she was talking to the “pepperoni pizza man” from Gulf Breeze. She laughed and chatted again for a few minutes following her survey. Before hanging up, she had asked at what time he would like his pepperoni pizza to be delivered. Fifteen minutes after hanging up, she called back to let my husband know that his pizza would be delivered at 9:00pm per his discretion.
That night at exactly 9:00pm, the doorbell rang and my husband’s pepperoni pizza had arrived! Thanks Tuffy!
Gaile Ziegler
| Blacklick, Ohio
Franchisee: James Fleahman
I just wanted to say how grateful I am to have visited the Blacklick shop for some help on my vehicle. My brakes were making some noise which ad prompted my visit. The shop crew and given wonderful service and I want to let everyone know how much I truly appreciate the honesty, integrity, and workmanship with my vehicle. Every time that I frequent this location, the guys treat me like they would their own daughter, mother, or grandmother. The gentlemen at this location are truly wonderful and I commend them on giving outstanding customer service. Thanks!
Rayma Sue Bishop
Kissimmee, Florida
Franchisee: Paul Monahan
Discovering your auto center soon after our family moved to central Florida was refreshing and all around a pleasant experience. We had visited other auto care centers in the area prior to our visit to Tuffy only to experience poor customer service, over charging, and extremely long wait times. Your team was happy to take us right in and offered knowledgeable and friendly service that made us feel good about choosing Tuffy. It is this level of extraordinary service that will keep us coming back time and time again.
Thanks Tuffy Team!
The Edwards Family
St. Cloud, Florida
Franchisee: Karol Siwko
Having maintenance done on your vehicle is one of the last things anyone wasn’t to do because of costs and time, but I am truly thrilled that I went to Tuffy to get my brakes checked out. The staff was very nice and welcoming, checked on me while I waited for the service to be completed, and everything was explained to me so that I could understand what the problem was. I will be recommending this store to anyone who asks about getting any maintenance done on their vehicle. I was very impressed with the level of service that was provided and as promised, I felt like I was driving a completely different vehicle when I was leaving. I will be returning to this store in St. Cloud for any future automotive needs. Thank you so much!
Bobbie Gengler
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Customer Testimonials 
