Dear Mr. Hatswell:

Like most people, I’m pretty quick to complain when things go wrong, so it’s good to be able to acknowledge the excellent service provided by your North Vancouver (810 West 1st) branch and Terry Kinamore in particular.

Briefly, my sister-in-law’s car was broken into and suffered damage which the insurance company was unwilling to pay for as it was considered to be more than the car was worth. So my sister-in-law Madeline, who is close to 80, was faced with the prospect of having to buy another car (with approx $1450). In reality this would have meant that she would no longer be driving — a real shame as she and her sister are still very active in the community and do lots of volunteer work.

She was very upset by all this so when I heard about it I contacted Mr. Kinamore, and very quickly (the same day) a compromise was worked out whereby repairs were approved within the amount offered by the insurance company for replacement.

Mrs. Watson now has her car back and she is thrilled with it. I think Mr. Kinamore should be commended for going above and beyond to devise a compromise solution which kept everyone happy.

Well done!

As soon as I walked in the door (of your Park & Tilford location) I was not only treated great, I was treated to service like none I have ever experienced before. Larry the service manager and Darrell the technician were absolutely GREAT. Larry really put all my fears to rest and told me not to worry, that they would take care of everything. Darrell actually drove me to work. This truly blew me away. Then later than night when I returned to review what needed to be done, I was offered a beautiful courtesy car to use while mine was being repaired.

I would start to give recommendations for you guys, but it seems all the people I have spoken to thus far have nothing but nice things to say. But that won’t stop me from telling everyone about you. YOU GUYS ARE GREAT! Please don’t ever change, Craftsman!

To Ami and the staff at Richmond Craftsman Collision, thank you so much for the fast and friendly service on my car. It is obvious that everyone there works very hard and always with a smile! Thank you!

I am writing his letter in regards to the outstanding service I received at Craftsman Collision in Port Moody. Mark Crossland, the manager, was extremely professional and competent with is care and attention to the repair of my car. His exceptional effort with customer service was evident even before I explained that my father had just passed away and it was a necessity for me to get my car repaired as soon a possible. His caring and sensitive nature was very appreciated, and I would not hesitate to recommend Craftsman Collision to others.

I cannot adequately express how impressed I was by the high level of customer service I received by any of your staff I was in contact with. I realize that I drive an inexpensive car and that my repair was quite minor, but from the minute I came in to make the appointment I was made to feel like a very valuable customer. Believe me, great service is hard to find these days, but I want you to know you made a positive impression. I will continue to recommend you and your staff to anyone I know who might require your services. I also noticed all the useful little gifts you left on my passenger seat. What a pleasant surprise. My sincere thanks.

I just want to pass on what a great job Larry, Firaz and Donald did fixing my little yellow car. The paint job is perfect and the front end damage looks like it never happened. The car was also spotless inside and out. I should mention that when I was transferring items from the courtesy car back into my car, another couple showed up to get their car that was parked next to mine. They were also raving about the great work.

I’m writing to let you know about the phenomenal service I received from Larry Nizio and his team at your Park & Tilford location. Of course the repair work was done well, but it was the incredible level of customer service that impressed me. I arrived early on a Monday morning, a bit frazzled because I had never had to use a collision repair shop before and wasn’t sure what to expect. Larry took the information he needed and had one of his employees get me to the SeaBus in enough time to catch my regular sailing. I was blown away with how quickly he got to my vehicle, completing it in a week (earlier than promised). During the entire time I knew what the status was, thanks to regular update calls. A tight labour market and intense price competition have caused companies to water down their service culture. The experience with Craftsman Collision was a refreshing change from this trend.

A big thank you to the staff of Craftsman Collision Richmond for making my old gal all bling-bling (well, the one side that needed repair, anyway). You have excellent, courteous and friendly customer service from reception, staff and management. I’m very pleased with the body work, and detailing the interior was a bonus! Thanks again! You can be sure I’ll pass the word around to family and friends.

For almost 10 years you have been providing my family repairs that have somehow always gone above my expectations. This time you gave my young son a highlighter pen and placed that cool Craftsman Frisbee in the front seat, and even took a moment to show him how your huge garage door worked (he is still fascinated with mechanical things). Such small details make all the difference. It is rare to find such dedication and attention to quality workmanship. Once again I wish to thank you for the outstanding service.

I apologize that it has taken so long to thank you and your staff for the great service. A few weeks back, my wife had our white van in to have the bumper replaced, but had problems with the (famous name brand) car rental. We were supremely unhappy that she was going to have to go back and get the van because they wouldn’t let me give my credit information over the phone. You, however, saved the day and her sanity. When you have four kids and one is 2 and you have packed her up, dropped off the van, gone to the rental place and they won’t rent you the vehicle, it is nasty. I really appreciate that you took such good care of us, and the service on the van was quick. It was great to get such a clean car back. Thanks so much for the great service.