16300 Priority Way Chester, VA 23831
Sales
(888) 646-3488
(888) 646-3488
Service
(888) 707-1630
(888) 707-1630
Parts
(888) 469-8845
(888) 469-8845
Do you like fishing? Join us for this year’s Priority Automotive Fishing Tournament - the 2013 Priority Automotive James River Series Tournament! This event offers the best prize payout for the lowest entry fee in the Greater Richmond area, and supports a number of great local charities.
Mr. Dunn,
I wanted to write after experiencing something very unheard of in the auto industry.
On Wednesday, May 23, 2012, I took my car to Pep Boys on Crater Road to take advantage of a coupon on oil changes. Not something out of the ordinary, when you can save $30 on an oil change I do not know many people who would not jump at that. Well getting that cheap oil change would cost me. While Pep Boys had my car on the rack, the young man working on my car came out to the Service Adviser and told him he could not get the oil plug out of my car. Now I started to worry. After all your dealership had just replaced the oil plug in December, so what was going on. I walked outside and called your dealership, and to be honest do not remember whom I spoke with, but I was probably a little harsh. I was missing patient appointments by this time and my temperament was not the best. Anyway, the individual I spoke to asked a few questions and then did something I have never seen before. The young man at your dealership said "Dr. Jackson, what Pep Boys are you at?" I told him and he stated that he would have a service technician there is 15 minutes. I was shocked. I hung up the phone thinking what just happen.
15 minutes later as I standing watching the Pep Boy techs try to figure out what to do into the bay area walks Troy Jackson and one of your service technicians. I was floored. Troy greeted me, told his service tech this was a new oil plug, he remember everything about my car. Told Pep Boys to drop the car from the rack and to bring it to the dealership, he would get things right. I did. On my arrival to the dealership, Troy was waiting, he had a rental car waiting for me, took OUTSTANDING care in ensuring that I could be on my way and save a few appointment on Wednesday. Told me not to worry.
I should mention that the Service Manager at Pep Boys could not believe what he was seeing, he stood there with his mouth open when your guys took control of the situation and took care of me the customer. Unbelievable! He called me Thursday to apologize and asked if I could bring my car back to them to replace the oil pan - free. Yeah right, I told him. He would have to stand out on Crater Rd to see my car ever again.
I returned on Thursday, Troy met me in the bay, told me everything was right with the car, and I was all set to go. Handled everything for me without a worry. It was an amazing experience.
I told Troy and I will tell you, what your guys did for me on Wednesday was the next level of customer service. You guys went totally outside the box and I appreciate everything your dealership has done for me. While I love my Jetta Wagon and probably will not be trading it in anytime soon, my wife will need a new car on her return from overseas in December and Priority VW is where we will be purchasing. In addition, as for the bargain oil changes - never again. Priority has won this customer for life.
Please let Troy, the service tech, the individual who put everything into action know they are the best customer service team I have seen.
With great appreciation.
Brian J.
Begining April 7th, we will be open on Saturdays from 7:30-5:00. Make your appointment, online, today!
