Susquehanna Valley Auto & Repair
An Auto Repair Shop Challenging the Status Quo: Susquehanna Valley Auto & Repair Changes the Industry Standard
In 2007, Michael Fitzgibbons decided he wanted to open a garage. However, with specific requirements and a strict adherence to non-negotiable values, he took his time with the planning process. About four years later, the search for the perfect location and employees was over, and since the garage doors flung open in 2011, Susquehanna Valley Fleet & Auto has never been short of business.
Susquehanna Valley Fleet & Auto was built upon two principles: honesty and integrity. From the beginning, Fitzgibbons was sure to hire only the best service manager he could find, one who believed as strongly in his commitment to customer service.
“It was crucial that my service manager had the same outlook that I did: the customer comes first. We don’t sell the customer anything they don’t need, we thoroughly explain everything that they need to know about the work we’ve done, and we don’t do any pressure sales,” Fitzgibbons explained.
From the very beginning, the auto repair shop has stuck with their primary focus: the customer service aspect that’s often overlooked in the industry. With over 150 years of combined experience as ASE Certified Master Technicians and ASE Technicians between Scott, Jim, and Mike, they pride themselves on handling any job. But their greater promise? The owner of the vehicle fully understands the repair process, as well as receives an estimate on repairs before they even get to work.
From domestic and imported vehicles to large corporate fleets such as AAA’s vehicles and Susquehanna Valley ambulances, the shop specializes in state inspections, emission tests, general repairs and tune-ups, brakes and air conditioning service, as well as major and minor engine and transmission rebuild and repair. Understanding how essential a customer’s vehicle is to their daily schedule, they do whatever they can to get the car out of their shop and back on the road the same day.
“We provide one-to-one communication with our customers that’s extremely unusual. Garages can get a bad wrap — and we’ve successfully stayed away from that the past seven years,” Fitzgibbons said. “We pride ourselves on honesty and integrity in our business, and for that we have an extremely loyal customer base.”
Susquehanna Valley Fleet & Auto has been voted by customers as AAA’s #1 Top Shop for the past four years, ranking second place for two years before that — which is no small accomplishment. However, as a complete local auto repair facility with customer service unmatched in the area, as well as competitive pricing, it’s no surprise.
Susquehanna Valley Fleet & Auto is ready to focus on another decade of service, starting with an expansion in 2020. They’re currently looking for more space, as well as the right mechanic for their new shop — one who not only adheres closely to their principles, but can work on multiple brands of cars. Just like the beginning, the team won’t settle for less than the best. Find them on Keller Avenue in Lancaster until they open their new location.
By: Lizz Dawson
