My 06 Caddy was sputtering and missing badly. The repair estimate was acceptable to me and I authorized the work. Sheri stayed in daily contact with me as to the status of the repair work. The problem was apparently more detailed than anticipated. When I received the call from Sheri that the car was ready to be picked up morning following Sheri's call, I was pleasantly surprised to find the repair bill was actually $300+ less than the estimate.
The morning I was to pick up the car I received a call from Sheri that it would not start and that it was back in the repair shop. I care for my 91 year old mother-in-law and had changed all her doctors appointments from the week I would be without a car to the following week. Recognizing the importance of getting my mother-in-law to iron infusion appointments, etc, Sheri immediately made arrangements for me to have a rental car.
The problem with my car ended up being a very difficult problem to find as it did not register on the computer. Sheri stayed in close contact with me throughout the next week (maybe two) until that problem was found and repaired for just $200 (which was provided to me and approved by me in advance) more than the cost I had been quoted when I was originally scheduled to pick up the car (remember, $300+ less than the original estimate.)
If there was ever a customer service representative who deserves recognition for superior customer service, it is Sheri Porter. I had an update from Sheri every day (sometimes more than once a day) and even though the news she delivered wasn't always good, it was delivered in a professional and consistent manner and it kept me informed.
Jean and Joseph Mona
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