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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!  | Summer 2010 | Venice, FL
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
| | Fall 2009 | Lynn Haven, Florida
Franchisee: John Zielenbach
I can’t say enough about the Tuffy staff at Lynn Haven. They have been such a blessing to me. My husband is an over the road trucker so I’m left to deal with things that I don’t always know about. The Tuffy staff in Lynn Haven has offered great services and advice to me for years. They truly run a great business and it’s so wonderful to have someone I can trust to work on my vehicles. I recommend the Tuffy guys in Lynn Haven to everyone! Congrats on having such a great team!
Tammy Harris
Sturgis, Michigan
Franchisee: John Mikulenas
We have customers of the Tuffy Auto Service Center owned by John Mikulenas for over 10 years. We have always appreciated the way he does business, especially his honesty, forthrightness, and helpful attitude. We see John and his business as a real asset to our community.
Charles Wolfe
Elyria, Ohio - 649 Leona
Franchisee: Elden Lattea
I would just like to provide a comment on outstanding customer service. I was traveling over the holidays and had a bit of car trouble. We stopped to put windshield wiper fluid in my car when suddenly my hood would not latch/lock. We drove for a bit and realized the danger of the situation. When we stopped at a convenience store, a guy recommended duct tape to hold it down. We tried this and not surprisingly, it didn’t work. Luckily, my fellow passenger spotted a Tuffy. I ran into the store and spoke with the manager, Jesse Lattea. I was a nervous wreck and I was going to be late for work, but Jesse was able to calm me down. He said he’d take care of us right away and within a few minutes our car was fixed. I’m so thankful for his service that day. Jesse and his staff are simply wonderful. Thanks Tuffy!
Kathryn Hensley
| | Summer 2009 | Westerville, Ohio
Franchisee: Bill Turner/Carl Smith
I am writing to compliment the Tuffy store in Westerville, OH at 7128 State Route 3. I went into my car this morning and found my windshield wiper was broken.—and YES it was raining! Because I was getting ready to make a trip to downtown Columbus, I HAD to get that issue taken care of. I was passing our local Tuffy and decided to pull in and see if they could quickly deal with my wipers. I was immediately greeted with a smile and was reassured that they could take care of my car RIGHT THEN! They quickly got the wipers and installed them. I was ready to roll again in less than 10 minutes! WOW!!
I know this may seem like a “little thing” to many people, but what they workers at Tuffy didn’t know was that I was making the trip downtown to see a doctor for a biopsy about a possible cancer. Needless to say, this has been a difficult time for my family and I—and the smiles I was greeted with and the extremely efficient service they performed really made my day! It may have been a “little thing” to them, but it TRULY made a difference in my days and was greatly appreciated!!
Carol Winter
(I was moved to include this letter on our website for many reasons. The fact that this customer took the time to write us despite her other, more pressing, concerns was the biggest. It bears repeating that the little things are often the biggest difference in a so-so experience and a WOW experience. Our heartfelt thanks and best wishes go out to Carol and her family.)
Des Moines, Iowa - SW 9th St.
Franchisee: Ned/EJ Myers
I have had a really hard time lately trying to find quality service and with all the cold weather we have been having lately I really didn’t want to go far to find a place that can help me. I remember having my 1996 Chevy Lumina alternator replaced some years ago at Tuffy and thought I would give them a shot. I went in and could not have been treated better by their well trained staff. Garry was especially helpful giving me options and showing me the estimate and letting me know what they could do. I know if as not their fault with the cost of everything associated with auto repair, but it was long overdue and definitely worth every penny (although there is more work to do!) Once again, I could not have been treated better and would like to thank Garry and his staff.
Rick Wimmer
(We’re seeing this scenario play out more and more often in our stores. A customer needs a certain amount of work, but does not have the financial means to do it all right now. It pays to help a customer prioritize their repairs and offer payment options.)
| Orlando, Florida - Curry Ford Road
Franchisee: Den and Babita Kalipersaud
First of all, I really don’t have many good things to say about any service that I have received since moving to Florida; so please take this as a very high compliment. I have been using the Tuffy on Curry Ford Rd since it opened; and I have to say I have never been disappointed. You definitely have a keep in the shop manager. He has always gone out of his way to help me with any of my vehicles; helping to keep them on the road. I trust Den with my vehicles and his advice on upkeep and service; never questioning parts that need to be replaced (please keep in mind that I trust next to no one!!)
He is polite, knowledgeable, and has helped me many times over the years. He has just helped me again, going out of his way, and I just needed to inform the company of his service
Jackie Kemper
(Yet another example of how when you treat customers with respect, honesty, and professionalism you earn both their trust and their business.)
Waterloo, Iowa
Franchisee: Mike Harding
Not sure if I have the right place or not, but just wanted to let someone know about the great service that I have been getting at the Tuffy Shop on Ansborough in Waterloo and manager Dean Schwickerath. I have seen him at least once a month since the first of the year. I bought my 2001 CPT Cruiser as is and it needed some work, body looks new but some items were worn out underneath. Used to go to Midas but was never treated like I have been here at Tuffy, where I feel like I’m being taken care of- not just taken! Dean has been so great even stopped without an appointment on my way out of town for the weekend because I thought I had a brake or tail light out and didn’t want to travel with that. He checked it out at no change. It is like he cares about my safety and that is rare. My car runs like a dream now but have a couple more things that I want done and I definitely will go back to Dean. The carnations for ladies are a wonderful touch...makes ya feel special! Please let him know what great service he and his employees provide and that it is greatly appreciated.
Helen Kale
(Here, again, is an example of how treating a customer right earns you a customer for life. Great job to Dean and the Waterloo crew!)
| Spring 2009
Ft Myers, Florida - Tamiami Trail
Franchisee: Tom & Jeannie Neary
Around the beginning of September 2008, my husband and I traveled from Michigan to Ft Myers. We were married in June and waited until September to go on our honeymoon hoping it would be a little cooler there. We were wrong; it was blistering hot. The day after we arrived, we got in our car and were surprised to find we had no air conditioning. Not being used to the heat, and with a bun in the oven, there was no way we could spend a week traveling around Florida with no A/C. Your service center was the only place I could find that was kind enough to work on my car that day with no appointment when it was so close to closing time. The manager, Steve Joslin and technician, Joel, stayed a couple hours late to make sure we were taken care of. They were also both so very nice and understanding. I would just like to send my greatest appreciation to both of them.
I would also like to let the higher powers know what wonderful men they have working for their company. If it weren’t for them, I would have been cooped up for days in a hotel. I would also like to compliment your facility; it is the cleanest auto center I have ever been in. Thanks so much for everything you did for us, it was greatly appreciated.
Travis and Stacey Lampel
(A pregnant woman in 90-degree heat with no A/C… that’s a Tuffy! This store is perennially amongst the top in the chain for reasons stated here. Going the extra mile to take care of a customer. Committed owners who keep a clean facility with a man like Steve behind the counter and guys like Joel in the shop. It would have been easy to take the same approach that the competition did by passing on a job so close to closing time, but these guys didn’t and should be commended for it.)
Grand Rapids, Michigan - Fuller Avenue
Franchisee: Jay Farlin
I’ve been a customer of this Tuffy location for some years now. The mechanic’s name is Steve and he has taken care of my ford Taurus that had 395 thousand miles at the time of its death and now takes care of my Grand Marquis. He is so honest and gives me straight answers and never takes advantage of me.
A week ago my radiator sprung a leak. I knew Steve would take care of me. My mother had to pay for half of the repairs and when she came in, she was so excited about meeting Steve that paying for half of the repair was second in her mind. A week later, the day before Thanksgiving, my car started leaking tyranny fluid. He showed me that a fitting came loose and just needed to be tightened. He took care of it for no charge! That’s why I take my car to Steve, if I had taken it to a dealership, I would have been charged an arm and a leg and would not have been able to afford the trip to Chicago to see family that Thanksgiving.
Also the young woman who takes care of the front desk knows my name and always greets you with a smile. I’m very thankful for Steve and Tuffy. I will tell everyone who has problems with their cars about Steve.
P.S. They know how to make coffee!
Brook Howard Barager
(Yet another example of how important a person’s car is to them. This customer was relying on her vehicle to be able to spend Thanksgiving with her family, and Steve and his crew helped make it happen. You will notice that the customer mentioned the coffee as well! Be mindful of the little things (clean restroom, fresh coffee, current reading material, etc.) and your customers will notice and appreciate them.)
Beaufort, South Carolina
Franchisee: Rick Stastney
I was very satisfied with my experiences at the Tuffy Auto Service Center in Beaufort, South Carolina. I was there for a shorting distributor cap as well as a muffler change. All the workers seemed knowledgeable and enthused. The gentleman I did business with, Rick, was very helpful. He is both well informed in his job but also makes the pain of having to get work done less painful.
Cody Armstrong
(This customer hits the nail squarely. What we truly sell is not mufflers, distributor caps, or service. We sell the solution to a problem. People rely heavily on their vehicles and are rarely enthusiastic about the prospect of doing without them or spending money to fix them. To take the pain out what is normally an unpleasant experience creates a unique aspect of doing business with Tuffy that people appreciate and recognize.)
Winter 2008 | Plainfield, Illinois - SR 59
Franchisee: Tim Floss
We just want to say thank you for the Sony television. What a wonderful surprise. From the first time we came to your store two years ago, we sensed a certain loyalty among your customers. Now we know why… you treat your customers with respect, honesty, and quality workmanship. You treat your customers and staff like family. Having the raffle was an example of that. That you for your generous gift.
The Mijares Family
(Great feedback from the winners of Tim’s Customer Bonanza Grand Prize raffle.) Tampa, Florida - Fowler Ave.
Franchisee: Ken Belcher
After my experience in the Tuffy store on Fowler Avenue in Tampa, Florida, I want to say, you cannot go wrong with these guys. I know there are literally hundreds of places to have your car repaired in Tampa and I was online to find a shop to do my brakes. I chose this location partially because they are close to my job, but honestly mostly because of the previous comments. I want everyone who cares to know that if you need work done on your car, take it to them. They are professional, courteous, quick, honest, dependable, etc…they let me know up front everything that was wrong, gave me an accurate estimate, drove me to and from my job, responded to my multiple phone calls and questions with nothing less than courtesy and respect. The work was completed when promised and it was even right at the end of their day before closing. They stayed to make sure I got back on the road safely. I normally would hesitate to have work done on my vehicle without my husband with me to “talk to the guys”, but did not have a choice that day. This is definitely a place where ladies can feel comfortable on their own. A million thanks. I will not take my car anywhere else now. Thanks again for such a wonderful experience. JoDee Vasallo Charlottesville, Virginia
Franchisee: Todd Needham
You performed work on my grandson’s 1994 Oldsmobile. I thank you for taking him under your wing and performing the work necessary for him to get home for Christmas during the Christmas break. With the age of the car I am most certain that he will need your help again, so I’ll say “Thank You” again in advance for looking after him. Jim Pond Traverse City, Micigan
Franchisee: Mike Wallenstein
I encountered excellent service at Tuffy. I also appreciate the hard work and honesty; including fair and competitive prices. Our local car dealership, which has worked on our vehicles up to now, has lost us as customers for all minor work to be performed.
Thank You!
Craig Riffenburg Defiance, Ohio
Franchisee: Darryl Crow
We can’t thank you enough. What a blessing it was to be directed to your business! We were able to enjoy a wonderful evening and special time with our family.
Richard and Kim Murrison Newberry, Florida
J.W. McNeal
Thanks so much to you and your technicians for the repairs to my 1993 Seville’s radiator and cooling system. I was relieved to find your service center located not more than five minutes from my hotel when I pulled off I-75 with an overheating car. The diagnosis and repair was spot on. The car’s temperature stayed in the 192-196 degree range my entire trip to Peoria, Illinois, at a consistent speed of 80mph. I especially appreciated your call to check on the repairs. As one Tom Petty fan to another, thanks so much for saving my trip.
Joe Kanosky | Iowa City, Iowa
Franchisee: Mike Harding
On August 22, while in Iowa City, my heat gauge suddenly went up. I was referred to the Sears Auto Center and they sent me to Tuffy for a water pump replacement. The service I received from Mike Schropp and his staff was outstanding. They certainly live up to the standards and philosophy of Tuffy. They really exceeded my expectations and went above and beyond the call of duty by dropping me off at a motel and picking me up again the next day when the repairs were finished on my car. In addition to that, I found three beautiful carnations on my dashboard when I reclaimed my car. That would never happen in my home state! Thanks again to Mike and Tuffy…you have restored my faith in the auto repair business. Ann Hines Yorkville, Illinois
Franchisee: Brandon Kribbs
Excellent service, very friendly and honest. Waiting area makes you feel at home and the restroom was spotless. You can tell a lot of thought and effort went into its design. They offered snacks and beverages and even had a clean fun play area for my daughter. I highly recommend this Tuffy to my friends and family.
Stephanie Rewerts
(The Yorkville, IL customer waiting area is hands down one of the finest I’ve seen in ten years with the company. The customers obviously love it as well!) Bellevue, Nebraska
Franchisee: Scott & Mary Hiatt
I can call Todd, the manager, anytime and he calls me back within fifteen minutes with estimates or recommendations on servicing my vehicles. He provides many options on parts and pricing. Todd’s always professional and quick at getting my vehicles in for servicing. I have recommended to many to f my co-workers to get their cars serviced at the Bellevue Tuffy and none of them have had a single complaint. I live forty-five minutes from the Bellevue Tuffy but will go out of my way to take my cars to Todd at the Bellevue, Nebraska Tuffy. Braden Barnes
Lancaster, Ohio
Franchisee: Ken Molinari
Thanks to Joe Deerfield and the great guys at your Lancaster, Ohio Tuffy. Special Thanks to Charlie – the only person in the state who knows how to set the clock on my radio. Thanks for the superb service!
Judy Ruh
(Little things, like setting a clock radio for a customer, are important!) Lincoln, Nebraska - Pine Lake Rd.
Franchisee: Rick Hein
Just wanted to send a quick note to say how highly my wife and I think of the Tuffy near our home in South Lincoln, Nebraska. Rick Hein and his employees are unfailingly courteous and professional, and several times we’ve had our cars fixed for a fraction of the cost that I expected it to be. Once when I thought I needed a new cruise control, he re-attached he vacuum tube that had come loose and charged me only $5! Another time, I thought I needed new struts (expensive!) but that wasn’t it and he fixed the car for about 20% of what struts would have cost. Finding that level of honesty at car repair places is, in my experience, a pretty rare thing. We’re grateful for it and they’ll have our business for as long as we’re in Lincoln. Keep it up Rick and team.
Kurt Runestad
(Let’s hope these folks stay in Lincoln for a good long time, as it sounds like Rick and crew have made Customers for Life!) |
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Customer Testimonials 
