Recognition of Exceptional Customer Service - Ms. Rachel Reynolds
I am writing to bring to your attention the outstanding performance of one of your employees, Ms. Rachel Reynolds, at Caliber Collision in Garner.
I first spoke with Rachel on Monday, January 12, regarding my daughter's Volkswagen Jetta. My daughter was involved in an accident on December 12, 2025, in Raleigh when another driver ran a red light. Her vehicle was towed, and the insurance adjuster informed her that the car had been taken to Caliber Collision in Garner. When I contacted that location for an update, I was told the vehicle was not there. Multiple follow-up calls with the insurance company led to no clear answers as to where the vehicle was located. After a full month had passed since the accident, my frustration was understandably growing.
When I called Caliber Collision in Garner again, Rachel answered the phone. I explained the situation, and although I was clearly irritated, Rachel remained calm, professional, and understanding throughout the entire conversation. She immediately gave me confidence that someone was willing to go the extra mile to help resolve this issue.
Rachel took my information and told me, "Sir, I will make some phone calls and get back to you in 30 minutes." In less than 15 minutes, she called me back. She had already reached out to the insurance adjuster and suggested that we contact the towing company together on a three-way call. Rachel initiated that call, and we discovered that my daughter's vehicle was still sitting at the tow company's compound. Until that point, no one--including the insurance adjuster--had contacted the tow company to authorize any disposition of the vehicle.
Rachel continued to take action by making additional calls and sending messages to the insurance adjuster. Within about an hour, she received confirmation that someone was finally working on releasing my daughter's vehicle to Caliber Collision.
The bottom line is that Ms. Rachel Reynolds demonstrated truly exceptional customer service and represented Caliber Collision in Garner with the highest level of professionalism. Despite the confusion and frustration surrounding this situation, Rachel remained calm, apologetic, and proactive. She clearly knows who to contact and how to make things happen. She is knowledgeable, experienced, and possesses a high caliber of customer service.
Caliber Collision in Garner is very fortunate and blessed to have an employee like Rachel--someone who consistently goes the extra mile and sincerely cares about customers. As a valued customer, I strongly recommend that senior management recognize Ms. Rachel Reynolds for her outstanding performance in front of her peers and colleagues.
Please call me if you have any questions.
Respectfully,
Valued Customer read more
