From: "Daniel Huthwaite " <                   @      .com>
Date:December 27, 2011 10:30:42 PM EST
To: Customer Service <Service@autoscandia.com>

Mark,

I just read your emailed newsletter and when I came to the last piece, about the customer with the radiator leak, I realized that I hadn't thanked you for the unbelievable effort you put into the repair of my son Clayton's 1988 240 (the distributor appears to have cured the problem.) Everything you said in that narrative is true and we've been customers of yours since the early 80s (before you moved from across the street).

From giving my wife a lift home when she was stranded at your shop to actually taking my son's car home with you to try to determine why it kept stalling out, you have always been there for us. Your pricing has always been fair and we have had our share of "no charge" surprises. Your company is a reflection of the type of person you are and that's why we keep coming back, why we refer you to others (my daughter and her husband, her in laws, my co-workers and anyone that asks for a reference of a reputable repair shop) and why I always feel good when I leave your place. My wallet is always substantially lighter, but at least I know I've received an honest diagnosis, a fair price and am treated more like family than a paying customer.

There is no one else out there that I know of that lives out the Golden Rule through their business like you do. Please don't change anything. Thanks again, and I hope you and your crew have a very happy and successful 2012.

Dan Huthwaite, Great Falls, VA

From: Desiree T Santa
To: Sherri Bredesen
Date: 11/23/2011 09:29 AM
Subject: Thank you!

Problem solved in less than 15 minutes!  The staff was so nice! I'm going to have to bring them some baked  Christmas treats next month!

Thank you and please thank Mark for us!
Desiree

From: "Danielle Nesbit" <                   @      .   >
Date: October 10, 2011 8:39:26 AM EDT
To: Customer Service <Service@autoscandia.com>
Subject: Auto Service

This email is meant for Mr. Mark Bredesen, President of Auto Scandia Services. My name is Danielle and I am a recent customer at the Herndon, VA location. This past weekend, I went to your shop in Herndon, where I encountered customer service in a way that I have never experienced, especially at an auto shop. I took my car in for a safety inspection. There, the inspector that was assigned to my vehicle was Fransisco. He went above and beyond to assist me and answer all of my questions and concerns dealing with my car. He was extremely polite and went above-and-beyond his "duties" and "obligations".

I would like to commend and thank him for all his hard work and generosity upon my visit. Thanks to him, Auto Scandia in Herndon, VA will be my usual place of automotive business.

From: "Griffin, Michael" <                   @      .com>
To: "'autoscandia134@cox.net'" <autoscandia134@cox.net>
Subject: Contact AutoScandia's owner
Date: Wed, 13 Apr 2011 22:51:20 +0000

Mark and Staff,

Thanks for the excellent support today.  I'm new to the area, having just retired from the FBI, and starting the private sector here in the Herndon area so I was pleased to find your web site and shop location proximity.  Your web site design and function were very helpful.  Robert was very knowledgeable on the phone with pricing.  Rachid called to advise my front brakes would go metal-to-metal prior to my next service, a great catch by your technician, so we went forward with their replacement too.  The price was fair and you fit it all in prior to the end of the business day.

I really want to applaud the newly minted shuttle service program.  Winston is a true gentleman.  He brought me back to the office and picked me up again once the service was completed.  "Door-To-Door Service" with timely communications of intent are something most of us thought went out twenty plus years ago.

Jobs well done.  Cheers mates.

I'll be back,
Griff
Michael P. Griffin

From:          @aol.com
Date: Mon, 21 Feb 2011 10:58:30 EST
Subject: Thank you
To: service@autoscandia.com

Mark,

Just a quick note to thank you again for your help -- my repair was done this morning and I'm already back home! Please also extend my appreciation to Dan, Rasheed, and Doug for getting me in and out today quickly and painlessly.

You've got a class operation there!

From: Martin Goldberg <m    @     .com >
 Subject: Great service
 Date: Sun, 9 Jan 2011 16:52:51 -0500
To: autoscandia134@cox.net

Mark,

I wanted to write you since we spoke last--and with the results of the work that Jeremy Hoover had done on my 2005 TT in mid November.  The work was complete and of a high quality on all counts.  The car since then, has driven great.  Jeremy took care of things quickly and effectively, helping me see which items were essential to handle at the moment, and those we could attend to in the next six months.  I feel in very capable hands, Mark.  You had told me Jeremy was exceptional in his knowledge and skills--and you were right!  I was looking for just such a relationship with a technical Audi expert who could come to know my car and who I could really rely on.

Because this service has been so good, we've returned with our old '99 Volvo S70 my son now drives to get that up to snuff. My son told me too the staff was great to work with.  In fact, when I picked him up as he left off the auto the other day, I also took the opportunity to ask the staff at the front desk if Jeremy was in and I could see him about a headlamp bulb that had gone out on the TT since I was in last.  (I happened to have a xenon replacement bulb with me from an earlier non-factory kit I had bought over the net, and wondered if by chance I could get that installed when I was there with my son.) The staff was very amenable to contact Jeremy and let him know of my request, who met me at the front of the shop and was really easy about just popping the bulb in at the moment. What's more, he did this at no charge--even making a slight modification to the plastic fitting on the bulb so it would readily seat when he installed it. This is really service above and beyond--from Jeremy and the team.

I wanted to write you and let you know how satisfied I was with this--and with AutoScandia. Thanks for taking the time to connect with me as you did in November.

Hope your Christmas and New Years were great.

Best regards,
Marty Goldberg
Great Falls, VA

Date: October 5, 2011 7:44:50 AM EDT
To: Customer Service <Service@autoscandia.com>

Name: Stephen Parra
Email: <            @       .com>
Vehicle: BMW 325i
Subject: Thank You

Comments:

I had good intentions as I was trying to do some preventative maintenance by changing out the oxygen sensors. Got three out of four changed and the last POST-CAT sensor wouldn't budge. I mangled it pretty good too. The team at Auto Scandia was absolutely great. This particular problem had some expensive potential consequences and as I started to ask detailed questions to weigh my options, Dan was extremely patient and helpful over the phone. He even let me talk to the master mechanic Bruce who very nicely explained in detail what his recommendations were and the risks involved. Most shops don't do this very well.

Due to Bruce's expertise and determination he was able to get the sensor off preventing a $1700+ replacement cost of the catalytic converter. Their labor rates are fair and my past experience with them is that they don't gouge you with markup on parts. They will install parts you supply them without a fuss either. Drive by sometime and look at their shop too. It's big and you can tell they've invested in it.

You can trust these people to take of your car, answer your questions to your satisfaction, and walk out of there satisfied knowing you had a quality repair and were treated right.

Thanks again Bruce and Dan for your professionalism and great work.

This feedback form was submitted by Sally A. Buckley <            @       .com>
On 03:56 PM Sunday September 04th, 2011

Name: Sally A. Buckley
Email: <            @       .com>
Vehicle: BMW 330 XI
Subject: Testimonial
Comments: Re: Service to BMW, 330XI and Dan & BMW Team!!

I wish to extend my thanks and appreciation to Dan and the team working on my BMW. I was exceedingly impressed with the communication/service on the phone followed by a very complete discussion about the work needed. I am very satisfied with all aspects of the car repair and the superb interaction. The work was completed on time not bruised too badly on price.

I only wish I had found you sooner!! I will return to Auto Scandia for service and refer other colleagues to you.

Many Thanks ~ Sally Buckley

From: Steve & Jeanie <               @          .net>
Date: August 10, 2011 7:08:25 AM EDT
To: Customer Service <Service@autoscandia.com>
Subject: Thank You!!!

Mr. Bredesen:

I am remiss in sending you this short note of appreciation for the outstanding service we have received from your staff. Of special mention is Dan who has been incredibly attentive to repairing my BMW ensuring that I have been minimally inconvenienced. Dan obviously cares about his customers and is proud of the company that he works for. Please let Dan know that because of this outstanding service, I have convinced my husband (Steve) that we will always own a BMW.

It is quite obvious, Mr. Bredesen, that you have grown your business on exceptional customer service. Because of this unique quality, I am sure that you will continue to grow.

Again, thank you to all, particularly to Dan.

Continued good luck to you and your staff.

Jeanie Testa

Name: Taimur Khan
Email:             @        .com
Phone: 703-   -     
Vehicle: BMW 525 2002
Subject: Visits

Comments: I wanted to send this note to the owner: I have a new (under warranty) 5-series and a 2002. Since I moved to Northern Virginia, I have been bringing my 2002 to your location for service. Your technical work/diagnosis is always cost effective, efficient, and competent. I come at regular intervals for pro-active maintenance, and so far that has worked in giving me a worry free driving experience. This has given me the keep confidence to driving the car since I have not owned a 10-year old German vehicle before.

More importantly, your staff’s courteous and cordial tone always exudes a positive attitude. I always feel that I can trust your crew when I come there. It’s not an experience I can say I have when I go to a dealer. Even though my other vehicle is under warranty, I always feel the sincerity is lacking. Keep up the good work and my neighbor finally brought his car to you

Thanks again to you and your team! I was happy when you Finally added BMW to your line-up several years ago.

security code: 3 mrs8v
Action: Send

From: Hammond, Michael [mailto:        @       .com]
Sent: Monday, February 14, 2011 3:43 PM
To: Customer Service
Subject: Doug and Scott - Thank You

I would like to personally thank Doug and Scott for their willingness to help me out today. My hood latch was stuck on my 540i and I needed to put coolant and oil in my car for a drive to Baltimore airport. Understanding the hood latch issues with BMW's is not an easy thing to deal with, they were both ready and able to assist me in getting it open and put in the fluids until I return from my business trip on Friday.

I am new to Reston so I thought it was important to let Autoscandia know you know have a new loyal customer because of the helpfulness and expertise of Doug and Scott. I look forward to having them service my car going forward.

Kind Regards, Mike

From:              @           .com 
Date: Sat, 12 Mar 2011 18:03:08 -0500 (EST)
Subject: Contact AutoScandia's owner
To: autoscandia134@cox.net

Dear Mark,

I wanted to let you know about a "super great extraordinary job" performed by your VW Specialist Jeremy. I own a 2001 Jetta Wolfsburg that I purchased in February 2007 from Fairfax Imports. Over the past four years, I have had this vehicle in and out of the service department on many occasions to correct a problem associated with the Check Engine Light. In 2009, during the first time I had to get an emission test for tag renewal, the car was diagnosed including the conduct of a smoke test that resulted in the replacement of cam adjuster seals and V/C gasket. This lasted for a month and again the problem with the Check Engine Light coming on again. The service department made complimentary repairs to the Bypass hose clamp, and again the light continue to stay on.

In February 2011, I had the car in for another emission test whereby the CE light had been on for over a year, sometimes it would go off by itself and come back on again. The car was diagnosed before the granting of an emission test to have had three fault codes concerning Secondary Air/Lean Mixture, Throttle Mixture Valve drop and the Throttle body needed cleaning. Fairfax recommended the replacement of a Leak Detection Pump which to me seemed very costly as was the case in 2009. I decided to decline the service and seek out the opinion of another VW Specialist. In my searching, I can across AutoScandia, whom I have known in the 1990s when I had Volvos out of warranty that were serviced there. I wrote an email to AutoScandia explaining this problem and the next day I received a call from Jeremy.

I dropped the vehicle off on Thursday and Jeremy and Robert had the car scheduled for evaluation on Tuesday the next week. Jeremy conducted tests of all the components that were mentioned in the Fairfax diagnostics and found them to be in working order. What he discovered in conducting all the tests was two fault codes leading him to check for a Suction Jet Valve that was blocked causing oil vapors to enter the fuel system making the fuel trim too rich. This also caused the spark plugs to become fouled. He replaced the Suction Jet Valve and Spark Plugs and made the manufacturer spec adjustments to the fuel trims and set the throttle adaptions, including settings to the manufacturer specifications. He called me on Wednesday and the car was ready for pickup. I picked up the car, its drives and runs better and have noticed an improvement in the gas mileage.

I am pleased to know that AutoScandia provides great and honest service to its customers by taking pride in its work. I would highly recommend AutoScandia to all of my co-workers and friends who have vehicles similar to mine for service.

AutoScandia has more than earned my customer loyalty.

V/R

Thomas C. Tamacclo
XXX   Xxxxxxxx Place
Herndon, VA 20170
29 October 2011

Mr. Mark Bredesen
Autoscandia, Inc.
134 Spring St.
Herndon, VA 20170

Dear Mark:

I am writing to call your attention - once again - to the superb customer service provided to us by Mr. Wayne Nord. Specifically in regard to servicing our 2001 S60 Volvo, Wayne went above and beyond normal service expectations in resolving a nagging problem with the Check Engine light during the S60's 90K service this past August. When the replacement of the fuel cap failed to solve the problem Wayne had me bring the 560 back and the technicians re-ran the diagnostics. This time they successfully traced the issue to a cracked "J" hose at the charcoal canister.

A run-of-the-mill auto repair facility would have charged twice for the diagnostic operation, and for the labor to replace the "J" hose. Not Autoscandia. My only cost was for the "J" hose part. Wayne stated that the Check Engine message can be tricky to solve, but that it should have been fixed the first time. This exceptional can-do attitude will keep us coming back to Autoscandia!

Unfortunately, not with this vehicle. Sadly, I must report the demise of this beautifully maintained emerald green 2001 S60 Volvo. lt -- along with 12 other vehicles -- was totaled in a parking lot smash up caused by an out of control driver at my son's college in September.

We'll see you next time in something else...

Mark and Staff,

Thank you for your dedication, flexibility and determination to identify and resolve the electrical system problem in my Volvo. The professionalism and genuine concern show by all at Autoscandia is a blessing to all your clients.

Thanks Again, may God continue to be seen and glorified in your life.

Blessings,
   Julie

From: Hughes, Patrick <           @     .org>
To: service@autoscandia.com
Date: Thu, 24 Feb 2011 11:55:13 -0500
Subject: Contact AutoScandia's owner

Hello.
I want to take a moment to recognize the fact that Jeremy (VW specialist) represented your company exceedingly well-on the phone and in person. I'm relatively new to the area and just bought a 2002 VW Passat-which was in need of a timing belt replacement. I found your company on the internet and placed a call.

I spoke to Jeremy. He was polite and incredibly informative. The phone conversation sold me on taking my car to your shop. When I picked up my car, I got to meet Jeremy. He was just as professional and informative in person. Answered all my questions. I feel confident my car received top-notch service and will take both my VW's to your shop for future repairs...and will recommend your shop to my friends.

Regards,
Patrick Hughes

From: Steve Menard (m      @      .com>
Sent: Tuesday, December 21, 2010
To: Service@auotscandia.com
Subject: Special Thanks to Paul
Autoscandia,
 I wanted to take the time to drop a huge thank you to your mechanic, Paul.  I stopped by yesterday afternoon looking for a part for my 1993 Volvo 240 Wagon, and when the people at the front desk could not identify the part, Paul stopped his work and came up to the front to help me out.  When he had trouble figuring out where the part was in my car, he offered to sacrifice more of his time to come take a look at my car and figure out what was wrong. 
After looking into the problem, he then took my car around back, once again taking time away from whatever he was working on, and performed a quick fix on what was wrong.  This was an extremely nice and unselfish thing for him to have done, as he went well above and beyond what I had expected.  I simply came in to find a part I thought I needed, and instead I walked away with the problem fixed for free by a mechanic who was already working on something else at the time. 
I wanted to extend my gratitude to Paul for helping me, he is a great example of a good mechanic and a great person.  It is for actions such as this that I continue to drive all the way out to Autoscandia to have my car serviced.