Apple Award Winners

Amanda Clark
 

We received the following letter from Patricia B., a satisfied Honda Service customer. Amanda Clark went out of her way to help out a customer in need when her car broke down.

“I just had to send a commendation to your Don Jacob’s Honda Service area employee Amanda Clark. She went above and beyond to help me on 02/06/20012 when my ‘97 Honda Civic died while driving home in rush hour on one of the busiest roads in Lexington, KY. As I was waiting for my AAA tow to arrive, I called the Honda Service area and got Amanda who listened to my situation but told me that they had unfortunately already closed for the day. When the tow truck was loading my car on its flat bed, I was surprised to find Amanda pulling up behind my car on the side of the road.

She apparently lives somewhere near that road and drove over to find me to help me out and to offer to drive me to my home while the tow truck took my car to the service center! Amazing!!! She drove over to give me a ride! Wow! When I got to Don Jacobs Honda the next morning to let them know my car situation, Amanda had already entered it into the computers. I cannot tell you how much she helped me when I didn’t know how I was going to get home, how I was going to get to work the next day and certainly didn’t know what was wrong with my car (it ended up being a bad engine coil). This is another reason why I stick with Hondas at Don Jacobs Honda…so I can get this kind of service and personal care. Thank you!”

Sincerely, Patricia B.

Tim Davis
 

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Terence Flolu

"I am writing to tell you about the great experience we had with your salesman, Terence Flolu, during the purchase of our 2012 Honda Odyssey. Terrence went above and beyond all expectations and helped make Christmas very memorable. He and my husband plotted to secretly deliver our new car on his day off. Terrence drove my new van to our house bright and early on Christmas morning and even decorated it with a big bow and balloons! I do not know of many salesmen that would give that kind of service, especially on Christmas morning. Customer service is what a car dealership thrives on and Terence is top notch! We were going to wait until the spring to buy a van but after meeting Terence and finding out all the excellent features the car had to offer, we couldn’t pass it up. Terence knows what customer service is all about. His sweet smile and sincere personality helped to convince us we couldn’t wait until spring for our Odyssey. I never felt pressured and also knew I had to have the van. I have had bad experiences at other car dealerships in the past when being over-pressured and have walked away from getting a new car without a second thought as a result. My husband works long hours at the hospital and it was hard to find an evening we could come and look at the car. Terence assured me that it wasn’t a problem and even drove the vehicle to my house so we could look at it! With two small children and my husband’s unpredictable schedule, it’s almost impossible to car shop. Terence made it easy and enjoyable! I have already shared the great experience with my friends and will be sending perspective buyers to Terence and Don Jacob’s. As a teacher and mom, I’ll be great advertisement for my Odyssey and for Don Jacobs! When my husband finishes his training in cardiology at UK, we plan on another car purchase from Terence! Thank you Terence and Don Jacobs for the wonderful experience! We will be back!"

-Margaret Foley

“Hi, I just bought a new Honda Odyssey last week from Mr. Joey Banbel, and I just have to tell you that it was a surprisingly pleasant experience.  In fact, my husband and I were just casually thinking about replacing our 2006 Odyssey when we stopped by the showroom.  But Mr. Banbel told us of the practical features added to the 2011 model and we began to consider purchasing.  It’s a great car, but I think what really made us seriously consider buying was how Mr. Banbel treated us.  He allowed me to test drive it to my home where my young kids could look at the car.  He helped me to get a reasonable trade-in value on my Odyssey.  And he helped us locate the exact model with only the features that we wanted.  All of this happened smoothly and without feeling pressured, rushed or uncertain.  Within less than a week we are enjoying our comfortable and safe Odyssey!

"I have bought many cars in the past and just grew to dread the experience.  When I bought my 2006 Odyssey, I even had to go to Sam Swope in Louisville because I couldn’t get the right deal that I wanted from Don Jacobs Honda.  Even with this recent car-shopping experience, I stopped by the Honda dealer in Richmond just to make sure that I was getting a good value.  And I am happy to say that I am glad that I came back to Don Jacobs Honda.  It was an easy decision because Mr. Banbel let me proceed at the pace I was comfortable with, he was able to answer my questions about the competitor vans without being arrogant, he worked hard to get me a fair price on my trade-in, and he arranged to have the right car delivered quickly from another dealer.  Even my kids like him because he was very personable and accommodating to them when we had to wait quite a while at the signing.

"You have a great product in the new Odyssey, and a great asset to your sales force with Mr. Banbel.  I am telling all of my neighbors with the older Odyssey models to buy a new one from Joey at Don Jacobs.

"Thank you for a pleasant experience!”

–Ria Eugenio, M.D.

Patron Hatcher


“As BMW owners for many years, we have been extremely pleased with the overall service we have received at Don Jacobs. This was especially the case this summer when we leased a BMW 535xi and a Volkswagen Jetta. Through the entire process, we had the good fortune to be helped by an outstanding salesman and true gentleman, Patron Hatcher.

On Wednesday, May 11, my wife Jean and I were traveling down the interstate in our new Jetta SportWagen diesel with less than 3,000 miles on it. When we stopped to refuel, I pulled the green handle and started to fill my tank and noticed I had put over 2 gallons of regular gasoline into my car. Diesel fuel all over the United States usually has blue or green handles, but not at that station. I called my dealer and they referred me to your dealership location. After being trucked in, we were met with the most compassionate, sympathetic and understanding service advisor we could have asked for!

We are 78 and 79 years of age, and were under real stress. You not only drained the gas tank, but you drained us of our anxiety! Kudos to Merritt Dycus for all his help.

Cord Hobgood

"The service we received on Friday was outstanding and it saved our vacation. Many thanks to Cord Hobgood for fitting us in and keeping us updated on the repairs to our Honda Element. Please let Cord and his manager know we appreciate the excellent service."

Tim Meckes

Congratulations to Tim Meckes, our April Apple Award Winner! Customer Larry V. sent in the following letter:

"I recently had my 2003 Passat serviced in your body shop, and I wanted to express my gratitude for the excellent work. Sadly, I have come to expect less than competent service from most businesses, so
I was pleasantly surprised to find exceptional service and expertise at your company.
In particular, Tim Meckes did an outstanding job as an ambassador for your company. He was personable, knowledgeable, and timely in the service he provided.
I purchased my Passat from Don Jacobs. After this last experience, I will certainly shop at Don Jacobs when I need another vehicle.

Thank you for your hard work and your dedication to service excelllence.

-Larry V

David Monk


Congratulations to David Monk, for providing excellent customer service to this family. Lisa posted the following review online.

"My experience at the dealership was excellent. David Monk was patient with my indecisiveness and showed me many options on the lot. David was never pushy and always kind. He understood my needs - a safe, manageable car for me and my two children. He offered the play area to my chidlren so we could discuss business. He also kept me in my payment range without trying to over-sell me. I was looking at a more expensive SUV with stars in my eyes, but David knew that it was really not in my budget. It was larger and worse on gas.

Not many salespeople would devote such honesty and education to their clients. I would have regretted going with the larger, more expensive SUV. No regrets on buying the Jeep, I will return for the purchase of a truck in a few years and I hope David is still there to assist me and my children with the perfect purchase as he did before. Best wishes to the dealership and to David Monk!"

- Lisa Ann H., Danville, Kentucky

Ryan Funkhouser



Kudos to Ryan Funkhouser for coordinating an 8-day repair job in just under 49 hours to help a student from Georgia get home.

Lindsay B. and a friend were traveling along Nicholasville Road on a Wednesday afternoon to apply for graduate school at University of Kentucky. She was hit by a mini-van, causing considerable damage to her vehicle. Her vehicle was towed to Don Jacobs Paint & Body Shop. Stranded and miles from home, she pleaded with Ryan Funkhouser to try and get her car fixed as soon as possible so she could get back home. Ryan Funkhouser started making calls, coordinating with the insurance company, the parts department and the Body Shop staff to see how quickly they could pull this job together. The vehicle needed frame work, suspension work, alignment, bumper and light replacements and much more before they could have Lindsay back on the road.

But, the Don Jacobs team pulled off the repair job in record time, and a very thankful Lindsay was headed back to Georgia Friday afternoon. Congrats to Ryan and the entire Paint and Body Shop staff for a job well done!

Melissa Tyler

Although Melissa has been with us for just a short time, she is already making a difference. She has a positive, uplifting spirit and is always wearing a smile. She makes our customers feel welcome and is attentive to their needs. Here are some of the comments we got from fellow employees:

"If you are having a bad day, spend a minute or two with Melissa. If she doesn't cheer you up, you are probably the type that doesn't like ice cream."- "We could all learn something from her professional attitude towards customers and her co-workers."

"She is constantly asking people before she leaves if there is anything she can do to help. It is very much appreciated!"

Thanks to Melissa for all her efforts and her great attitude. She is a welcome addition to the Don Jacobs team!

Lance Smallwood

"I did not purchase my BMW from Don Jacobs nor have I ever previously been serviced by this dealer, but I would definitely be a return customer given the chance! I live in the Cincinnati area, but experienced car trouble while chaperoning my daughter's field trip near Lexington. My car was towed to Don Jacobs BMW for service because it is the closest dealer. Lance Smallwood and the entire service department handled everything beautifully. They provided outstanding communication to when my vehicle arrived at their location, what they were doing to assess the problem, what work would be done, how it was progressing and when the car would be ready. They even helped me make after hour arrangements to get my vehicle since I had made a special trip to Lexington in the evening hours to pick it up. I appreciated the outstanding work provided by Don Jacobs BMW!"

Kristi N., Cincinnati, OH

Adam Ferguson

"I am not sure if management heard about our eventful test drive. We witnessed an accident. Fortunately, we were not involved, nor was anyone seriously hurt in the accident, but Adam had me pull over. He handled the situation professionally and compassionately. I appreciate his character. He did the right thing for the right reasons. He left his name and number and later spoke to the police.

As a salesman, Adam is top notch. I believe while he is interested in making a sale, he is equally concerned about making the right sale. He made sure we had all the needed information to make the best decision for us. He even came in on his day off to close the deal and write up the paperwork. He answered all of our questions and gave us the type of service that I believe you pride your dealership on.

We love our new Element. Several people asked me about it and our experience. We will always speak highly of Don Jacobs.

-- Judy C., Nicholasville, KY

Dan Trisko

On Wednesday 30, December my wife and I set out on a 600 mile trip to north-western Ohio to visit her family. We made it as far as Richmond, KY to stop for lunch. After lunch I returned to my car and noticed coolant pouring from the engine area. My inspection revealed a split in the side of the expansion tank. I went to a local NAPA store, who of course did not have the part but were kind enough to direct me to Don Jacobs BMW.

I called and by the time I arrived your parts department had a new tank waiting for me. Being an accomplished mechanic, I had thoughts of replacing the unit myself, but my wife being a more calm head pointed out the weather conditions and suggested that we at least check with your service department regarding timing and cost.

Dan Trisko was absolutely wonderful. After explaining my situation, he told us that if we could be there on Thursday morning as soon as the doors were open that he would put us in the front of the line for repairs. Arriving at 7:15, Dan was true to his word and got us in immediately. We were on our way by 9:00 very happy, full of coffee and in no way offended by the cost of repairs.

Dan and your other dealership employees are outstanding. He went out of his way to be as helpful and informative as possible. The group was absolutely contrary to everything that I have ever been told about BMW dealerships (including repair cost).

The best thing is that after talking with them I know that in the future my next car will be a 335 (hopefully BMW offers a Coupe in this model as well.) I am sorry for being so long winded here. Please pass on my sincerest thanks to Dan for a job very well done.

Crystal Patrick

"I have such high praise for Crystal! She really went above and beyond to make sure I got my vehicle back on May 21. I dropped it off on May 3 and was told it would take 2 weeks, maybe longer! But Crystal worked very hard that day to make sure it was ready. She followed up and kept me informed throughout the entire process and was always so professional. I really appreciate everything she did. Thank you!"- John M. "I would like to thank Crystal in the body shop for helping me out with my car. This is my first accident, and she helped me with the estimate and explained what would happen from there. She explained the whole process very clearly and I really appreciated the excellent service I received from her. Even though she was supposed to be off work 45 minutes earlier, she made sure all my questions were answered. It really made my first experience with Don Jacobs a positive one."
- Michael W.

Always Providing People a Little Extra

The Don Jacobs A.P.P.L.E. Award is given to one employee each month, recognizing their dedication to exceptional customer service. We applaud our A.P.P.L.E. award recipients:

Gabe Balazs

We recently bought a BMW for my girlfriend from Gabe Balazs. I thought it was very nice that you helped us out and gave us a good deal. My girlfriend was very excited since it was the first car she ever bought. I bought my own BMW from Don Jacobs, working with Gabe as well. I was always very comfortable communicating with Gabe.

My girlfriend and I were considering another, less expensive car, but Gabe asked us to come by and test drive the car. We were not intending to buy a car immediately. But I think Gabe impressed us by not being pushy, very friendly all the time and being enthusiastic and dedicated to dealing with us in a professional manner.

Gabe will always be the person I look for when I visit Don Jacobs. He releases the stress of buying a new car and thinks about every detail. This was the second time I bought a car from Don Jacobs, and I think it will not be the last. I want to thank you again for working with us on the price, and especially to Gabe for all his help and professionalism.

Tim Meckes &
Misty Simms

About a month ago, I had a small fender bender in Lexington. My insurance agent mentioned several body shops where I could go for repairs. I told him I had heard about the quality of Don Jacobs Paint and Body, so I'd go there to discuss the repair.

I met Tim Meckes, Collision Repair Specialist and Misty Simms, Customer Service Representative. It's been a while since I needed body work done on one of my cars. The service I received from Tim and Misty was superb! Everything that needed to be done was and the treatment I received from them was second to none!

I'm partially retired and live at the Sayre Christian Retirement Village with my wife. I've shared my experience with many of my neighbors. I hope I don't have any more fender benders, but if I do, there's no doubt where I will go for my repairs. Thanks for the quality of work that your shop does, as well as the quality of your employees. My wife and I are truly satisfied customers.

Patron Hatcher

We are writing this letter to express our gratitude to Sales Consultant Patron Hatcher.

My husband stopped by the used car lot on Nicholasville Road to view the inventory. We were looking for a used vehicle for our son, who is a college student. After 10 minutes, someone briefly stopped by, but did not give her name or business card.

We returned to the lot the next evening, but this time we took our son. We saw a couple employees, but no one offered to help. That was until Patron greeted us with a handshake and a smile. We got there rather late, but Patron answered all of our questions regarding the vehicle we were interested in. We realized the dealership was closing at 8:00pm, but Patron told us not to worry about that. As a matter of fact, he insisted that we take the car on a test drive.

From that point forward, Patron never missed one detail. Whatever we asked for, he researched and got us the information we needed. He stayed in constant contact with us, leaving no stone unturned. We were truly impressed at how he listened to us, he understood our needs, and more importantly, he respected that.

At the end of the day, and a little over a week after our first visit, our son purchased his first car. We are truly thankful for the example that Patron set for our son. Chris experienced real customer service from beginning to end. Let us say, professionalism, integrity, patience and kindness... Patron had it all!

After spending 24 years in the banking industry, I certainly know and believe in superior customer service. The service that we received from Patron Hatcher was nothing less than EXCEPTIONAL!

Tim Meckes

I wanted to take time to express my appreciation for the professionalism of Mr. Tim Meckes. I recently had damage to my Honda. Mr. Meckes gave an expert assessment of my car, treated me with utmost professionalism and attended to all the details, including getting Hertz to pick me up in a timely fashion. I have talked to many about my experience at Don Jacobs where obviously customer service is executed well. Thank you.

John Lush, Honda Parts

Stephen and Brenda Boggs, of Whitesburg, KY, purchased a new 2005 Honda Pilot from us in November, 2004. Since they live so far away, they have only had their Honda serviced at Don Jacobs a few times.

Recently, we received a letter from the Boggs', thanking our staff for excellent service. The letter also explained how Don Jacobs' employees came to the rescue when their daughter stopped for gas on I-75 and locked the keys and her cellphone in the Honda Pilot on February 28.

When the panicked daughter phoned home, Mr. Boggs recalled the friendly service they received from Don Jacobs, and contacted Jeremy Woolery for advice on opening the car. Jeremy told him we could produce a door key at minimal expense, and John Lush volunteered to deliver the key right away, since he was just taking his lunch break. Within moments, the Boggs' daughter and Pilot were back on the road.

The Boggs' wrote that their family is extremely grateful for the "compassionate deeds of both Jeremy and John." He suggested that the men be "commended for the care with which they performed their respective jobs and the manner in which they represented Don Jacobs Honda."

And we agree. Thank you for a job well done, John and Jeremy.

Brian Hill & Merritt Dycus:
VW Service Advisors

"We wanted to bring to your attention, a very positive experience that we had while visiting your VW dealership on Nov. 24th. We left home on November 22nd for a vacation to KY and then on to NC for Thanksgiving. On Sunday, the 23rd, while driving over the mountains in WV, we started having a problem with our Passat. It was losing power and the engine malfunction light was on. We continued into KY, where we stayed overnight. On Monday the 24th, I called the 1-800 number for VW and was referred to your dealership.

When I called your dealership, Brian Hill answered the phone. I told him our concern of not knowing what the problem was, and wanting to continue on to NC for Thanksgiving, in addition to having to drive back to Vermont. We did not want to break down somewhere along the way. I asked Brian if there was any possibility of getting our vehicle looked at on Monday. He said that he had 26 vehicles on the list for service that day, but if we wanted to drive to Don Jacobs that he could probably squeeze us in to take a look at it. He gave us directions and told us we might have to wait a couple of hours but he would do his best to get us in. It was 10:15 AM when I talked with Brian. We drove to the dealership and arrived after 11.

When we pulled in and they saw the VT license late, they opened the door and told us to drive right in. When we arrived we were met by Merritt Dycus. He said that Brian told him to be expecting us. They took our vehicle right in, showed us where the lounge area was, kept us updated on the progress and just overall made us feel welcome. From the time that I made the phone call to Brian, until the time our vehicle was finished was a grand total of 2 1/4 hours.

Awesome! We got a chance to meet Brian before we left and had a nice chat. It is plain to see that Brian and Merritt are the backbone of an awesome customer service oriented service department! They make such a positive impression on us, that we can't stop talking about it. They were very business oriented, yet friendly and funny. We enjoyed meeting them and having come to your dealership. We can't thank them enough for making our continued trip worry free. Please give these two guys a special pat on the back, and your service technician also, who made it all happen. Thank you so very much for such a warm, positive experience!"