Montesi Volkswagen Experience Oct 28, 2013
A few weeks back I was visiting my elderly parents in CT, I live in the Boston area. Just before I was to leave to drive the 2 1/2 hrs back home 2 lights came on my 2012 EOS the EPC and the Catalytic Converter. I called my husband who suggested I call my dealership in Bedford, MA. They suggested I bring it to a local dealership to have a diagnostic done.
I search online and see the closest is Montesi VW - then I remembered that name from over 30 years ago as a college student bringing my beloved 1968 Fastback there for service! It was getting close to 3:00 pm when I called and explained my situation to Maryanne Gallagher. She checked with the Service Manager and said bring the car in we'll wait for you and be happy to look into what's going on. What a relief!
I was greeted nicely by her and she introduced me to Jon Sumner and what a great guy he is! Very professional, efficient, knowledgeable and friendly - he put my mind at ease that they would figure out the issue and help me out.
Within a few minutes they had determined I needed a new fuel pump - I could leave it overnight, they'd order the part and would replace it in the morning and offered a loaner car to get me back to my parent’s house. That was the best solution. Jon even assisted in transferring my luggage into the loaner car - which was a beautiful 2013 silver Jetta!
As promised, he called me in the morning and said the car was ready - fuel pump installed, everything had checked out fine as well. When I arrived back everyone there was all smiles and I thought what a nice bunch of people, they really seem to enjoy each other and their jobs.
Jon asked how I was and reviewed with me everything that had been done, new fuel pump, multi point inspection and I was all set for the drive back to Boston. I was amazed at how easy this whole situation worked out when to me a few hours ago it was a nightmare. These people did not know me or my car and they treated me like family…because of the brand!
Once everything was done and as I was about to leave, I decided to let everyone know that my son is a Product Manager at Volkswagen in Wolfsburg, Germany. Being a proud Mom I showed them a few pictures of him speaking at the Product Experience last October. They were all as excited as I was for him, interested in hearing the story of how his passion for the brand (and hard work) landed him a life contract at 24 years old!
The next day Jon called my cell to make sure I arrived back home safely and all was okay with the car and I thought what an exceptional experience this was.
Jon Sumner, Ian Waters and the entire group at Montesi Volkswagen demonstrated to me what outstanding customer service is all about. My sincere thanks for making this customer feel at ease, cared for, appreciated and welcomed. Congratulations to the Montesi family for keeping high standards in the automobile industry all these years – it was a pleasure to be back!