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Last week we heard about a store manager who made an emergency house call for a Christmas shopper, a cleaning service that helped a veteran for free and a bookstore employee who read some missing pages from a book to a customer over the phone. Today we have Part Two of The Fixer’s Good Guys (and Gals), our annual feature on happy consumer stories. (To see even more letters, check out the longer version of this column at suntimes.com.)

Dear Fixer: Four years ago, as my father was dying of colon cancer, my mom was diagnosed with dementia. At that point, I had to take over total care for both of them.

I found a place — Brighton Gardens of Wheaton — that could take both of them. I moved them both in the week before Thanksgiving. Dad passed away in mid-January.

Mom continued to live at Brighton Gardens. During her time there, I was awestruck at the excellent care she got from the nurses and caregivers.

Theresa Johnson is the boss of the caregivers for the general living quarters. Many times, I would sit in Theresa’s office and sob, telling her of some new symptom that Mom was demonstrating. Theresa would calm me down, explaining to me what stage Mom was entering and how to respond. She helped me learn how to swallow my own grief at seeing Mom acting so unlike Mom, so I could “live in her world” and enhance her remaining time. I’ve told Theresa I’m not sure whom she took better care of, Mom or me!

When Mom was moved to the secure area for people with severe memory issues, the caregivers continued to provide excellent care. Ozra, Angie and Wilma are some of the many caregivers who have proven over and over that angels work there.

Mom passed away earlier this month. I will always be thankful for the love and affection the caregivers provided above and beyond their job description. It takes a special kind of person to give that much of themselves.

Fiona Gierzynski, Wheaton

I purchased my first fresh (not frozen) turkey this Thanksgiving. I was having 40 people over, so I took my mother’s recommendation to make the turkey a day ahead of Thanksgiving.

While I was in the process of removing the innards of the turkey, I noticed that I could not find the neck, which I needed for the gravy.

I thought possibly one did not get a neck with a fresh turkey. I called my mother back and she had me “search” the turkey over and over because she was afraid I would cook it with a bag inside somewhere. I called the butcher shop where I purchased the turkey and they told me it should have the neck.

I looked up the distributor’s name on the packaging. I called Rosebud Farms of Chicago and explained my “missing neck” story. The woman asked me where I bought it and where I lived, then asked if I could hold on a moment. When she came back on, she told me the company’s president would be out with some turkey necks for me that afternoon!

After about two hours, my doorbell rang and there stood the president of Rosebud Farms with a bag of turkey necks for me. I am still stunned and want to make sure that they get their proper accolades. I want Rosebud to know that I truly appreciate their effort — it was above and beyond, and the turkey was fantastic!

Sherrill Gray, Hinsdale

My mom spent more than 40 years with a very large bank. They knew her by name, although they still asked for her I.D. Even so, they allowed someone to cash obviously forged checks to clean out her savings.

When she switched to People’s Bank in Gary, they welcomed her business.

My mother is not at all wealthy. However, People’s Bank treats us and their other customers like royalty every day.

When our mother came in looking haggard, stating that she’d been to a cardiologist, she received a lovely get-well card the next day. The friendly staff greets her by name and they make it their business to know who’s accompanying her to the bank.

One day she was accompanied by a man that the bank staff did not recognize. He came in with Mom and took a suspicious interest in her business. It turns out he’d seen my mother walking and given her a ride — probably to take advantage of her. The bank staff made sure she got home safely.

“People’s people” show her love and respect her independence, yet they provide protection in a loving and professional way. They have facilitated her bill payments, made phone calls to coordinate with payments I’ve made for her, and they’ll call my cell phone number if anything is amiss.

The teller she has bonded with most is expecting soon, and mom feels like our family is expanding. And it truly has already expanded, because our family is part of People’s Bank’s family.

V. Parker, Gary, Ind.

I work from home, so having my HP All-in-One in working order is essential. In May, I needed it repaired, and Eric Lindo of Computer & Laser Services, 6006 S. Central in Chicago, went above and beyond the call of duty.

He responded to my questions and repaired my All-in-One in record time (silly me, a single staple somehow found its way into the machine, causing the problem). But the best part was after it was repaired, he offered to drop it off at my house (at no extra charge!) as it was on his way home.

I learned two valuable lessons: Hire a company that knows its business, and keep those staples away from the All-in-One.

Jean Nystedt, Riverside

I’ve been using Apple Appliance Co. of Norridge for years. A few months ago, I called them in to fix my washer and dryer. Unfortunately, I am on a fixed income and could only afford to fix the dryer. Service man Mario called Al the owner and was told that due to my circumstances, they would fix the washer for free. WOW! These guys are not only good guys, but great guys!

Donna, Elmwood Park

Over the Thanksgiving weekend, I wore a new pair of shoes which I had purchased online at zappos.com. I had worn them twice before and had a sense they weren’t fitting perfectly, but I loved them and thought it would be OK.

While in the kitchen, my foot twisted out of the shoe and I ended up with a swollen, sprained foot. I wrote Zappos, telling them what happened. However, I no longer had the packaging to return them, so what could I do?

They immediately wrote to tell me not to worry, to discard the shoes. They credited my account, and they sent me a $50 coupon for my discomfort. They also upgraded me to their VIP status.

They could not have been nicer, more sympathetic or more genuine — not typical of an online company.

Betsy Simson, Wilmette

My nephew just returned from his first tour of duty in Afghanistan with the Marines. My sister was planning a small “welcome home” gathering at our local VFW. After sending out invitations to family and friends, my sister received a call from Linda Bethke from Aurelio’s pizza in Frankfort. Linda informed my sister that all of the catering would be provided free of charge. She also said if we ran out of food, they would gladly bring more. What a way to truly honor a veteran!

Brian Croix, New Lenox

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My husband and I bought a bedroom set two years ago from Value City Furniture, which included two dressers, a bed frame and a mirror. Later, we bought two nightstands, which we picked up from the store.

About a year and a half ago, the mirror and two dressers began cracking apart. We had a lifetime warranty for the furniture, but I wasn’t sure if the cracks would be covered. Additionally, the paint on the bed frame and one of the nightstands was peeling.

I called Value City, expecting a fight, but the woman who answered did not give me one. She explained that they would send someone to survey the damage, but that I would have to bring the nightstand to the store to have it repaired because it was picked up from the store.

Their inspector agreed that the cracking was unacceptable. This gentleman explained that the furniture would be repaired. While he was there, he repainted the bed frame and, to my surprise, also repaired the nightstand.

I expected Value City to repair our furniture, but it was a pleasant surprise when they replaced both dressers and the mirror. This was an example of exemplary customer service.

Laura Peterson, Munster, Ind.

I recently took a 50-year-old (at least!) rusted bolt to Weiss Ace Hardware in Glenview, looking for a replacement.

I was served by a guy who knows me, and he carefully looked for a replacement.

While he was looking, an elderly, somewhat infirm woman came in with her caretaker and said she had to talk to him. He thoughtfully told her when he was done serving me he would be back. Well, it did take at least 10 minutes, and the poor lady was becoming more upset.

The daughter of the store owner motioned her to come over to see what she could do. As it turned out, the elderly woman had bought a coffee appliance and had run it without any water, burning out the element. The owner’s daughter kindly informed her that the appliance was fine but that she had misused it. She suggested the woman use her caregiver’s help when using new items. Then she gave her a full credit for the broken appliance!

Soon my salesperson came back. All that time he was sanding and cleaning up my old bolt! He had been unable to find a replacement. He slipped it into my hand and told me there was no charge. He took all that time and effort to take care of a customer!

So in one instance, I saw terrific customer service on two fronts. Really commendable — and one reason I prefer to not shop in “big box” stores.

Jack Revord, Glenview

The people at Gilkey Window Co. of Chicago Ridge are my “good guys.” My old picture window had become cloudy and it looked like moisture was developing inside it. I got an estimate from Gilkey, but then researched 11 other companies to see if I might find a better deal.

I chose a different company, but after several months they suddenly said they couldn’t do the job. I tried another company, and after several months they did the same thing, telling me my window was too big and they could not do the job.

I sheepishly called Gilkey again and the same representative came to my home. Thankfully, he did not push in my face an “I told you so.” The job progressed exactly as he promised. The measurer came out and took time to answer my questions and reassure me that Gilkey would not disappoint me. Nevertheless, I held my breath and awaited the feared phone call saying, “Sorry, we made a mistake and can’t really do your window.”

Soon I got word that Gilkey wanted to schedule the installation! To my sheer delight, two of the world’s very best installers appeared and magically had already unloaded the truck and were well on their way to removing my old window. They removed, installed, balanced, caulked, swept, cleaned, polished and hauled trash away, leaving my front yard in a condition I wished my landscaper would.

After what I went through with all the other places, I was almost — no, scratch the “almost” — I absolutely WAS in tears looking out of my beautiful new picture window!

Gilkey’s professionalism, accuracy, patience and honesty at each interval were of the highest order.

Rosemarie Sulek, Chicago

I would like to tell you about Nancy at Hair 2 Please in Worth. I have been going to Nancy for over 10 years. She is a great person and very kind. We both had best friends who lost their battle with cancer. She did a huge fund-raiser for her best friend, Joanne, when she was sick.

I recently needed to have my hair cut but unfortunately, I couldn’t pay her until the next week. She knew I was having financial problems and after she cut and colored my hair, she looked me right in the eyes and said “DO NOT WORRY ABOUT PAYING ME.” It was her very generous gift to me. She wouldn’t even take a tip.

Linda Weigand, Oak Lawn

Sears has an excellent associate working in the women’s department at its store in Southlake Mall in Merrillville, Ind. Her name is Deanna. I had come there on Oct. 22 to purchase a sweater for my mother’s birthday. When I saw that her size was not on the rack, Deanna took the time to look in the storeroom.

When she could not find it there, she pleasantly informed me and then took the time to look in another storeroom just in case a shipment had been misplaced.

When she did not find it there, she pleasantly asked if I minded waiting and she looked on the dock, since she knew that there was a new shipment there.

I was amazed to see that someone actually knew what excellence in customer service really was! When she could not find it there, she apologized. I thanked her for her time and trouble and looked elsewhere in the mall for a comparable sweater.

After being unable to find one that was as nice, I returned to Sears and purchased a sweater that more than likely will suffice as far as size is concerned. I would not have returned to Sears and bought a sweater that was not exactly what I wanted unless Deanna had done so much previously to fulfill my needs.

In this economy, when every dollar counts, Deanna is a valuable asset to Sears.

Karen Cornelius, Portage, Ind.

I went to CVS on Southport to get a cell phone — something to take with me for a trip the next day. I spoke with Ray Hawkins. He showed me the model they carried.

When I mentioned that I needed it for travel to Ohio, he explained that the coverage with that phone might not be suitable. Then he began to tell me about my options at other retailers, such as AT&T. He advised me on what questions I should ask. He then decided to get some addresses for me, so he went back to the office, brought out his personal cellphone and called around. He called two spots and found out that if I waited until the next day, there would be some sales.

I was very impressed with his professional demeanor and his generosity. He said that customer service has to be the first thing.

I intend to call the regional office about him. But it would be a great Christmas gift if he could be featured in your column.

Christina Kraemer, Chicago

I wanted to commend The Sheraton Four Points on Rush Street. Last year, on Dec. 19, my daughter and I had an overnight American Girl package booked. We came in on the train and really just hoped to have the hotel hold our bags since we had arrived at 8:30 am and check-in was not until 4 p.m.

They led us to our room right away. Thank goodness they did, because at about 11:30 a.m. my daughter became violently ill and lived on their bathroom floor for the next eight hours.

The housekeeping staff was wonderful, providing us with replenishments of sheets and towels, as well as air freshener. I just want to thank the entire staff, from the doorman to housekeeping, for making what could have been a total nightmare into a tolerable experience.

Debbie Glowinski, Algonquin

It was my birthday last June and I decided to treat myself to a breakfast at Cracker Barrel Restaurant. The waitress was friendly, so I told her it was my birthday and that I was treating myself, not knowing that anyone was listening.

When it came time to leave, the people at the table next to mine were also leaving. One of them was a female Illinois State Police officer and she told me she would like to pay my tab. It was her way to wish me a happy birthday. I was astonished that a stranger would offer to do such a thing.

I told her she really made my day special and that I would always remember her kindness and pay it back when the opportunity arises.

Karen Hancock, Elwood

The Saturday before Halloween, my BFF, my daughter and I went to the Walmart off 95th and Western, looking for a costume for myself for my baby sister’s costume birthday party.

Well, when we got to the costume aisle there was a section for boys, men and girls but not for women, and the costumes were all over the floor. I asked a clerk where were the women’s costumes and she said they were mixed in with the girls’. I started fussing and getting really upset.

I was looking through the mess on the floor, trying to find something in my size when the clerk came back with an armful of costumes in my size.

One of the costumes caught my eye and it was perfect. It was a lady pirate costume and I fell in love with it. It came in a bag with a bunch of accessories and the clerk, whose name is Leslie, checked the list to make sure all the pieces were in it and went and found the pieces that were missing. I did thank her and gave her a very big hug but forgot to commend her to management. So to the manager of Walmart at 95th and Western, Leslie is a very special young lady who went above and beyond to help me. And my costume was a hit at the party.

Barbara A. Silas, Chicago

Peter Baek, DDS, of A Better Smile of Northbrook was the only dentist of nine contacted, including the one we previously used, who would replace a broken crown for my college son who was coming in for the weekend. Needless to say, he now has our business.

Mary Hansen, Northbrook

I had U-Verse service thru AT&T. Their high-powered technology surged out the power to my TV. After complaining that I no longer had a TV, AT&T paid for me to get a new one, for the same value and cost of the one I had. It affected my computer too, so they told me how to get it fixed at no cost.

Rebecca D. Poindexter

We have a GE washing machine that was 30 days past warranty. The motor went out on it, and GE repaired it at no cost to us! We were so impressed to see a company stand behind their product. Thanks, GE!

Gary Cogdal, Channahon

I am a late-deafened adult and use a captioned phone. There is a slight delay when I call someone. Many times, the person hangs up.

When I do keep someone on the line, I appreciate all their patience dealing with the captioned phone. Many customer service people are very kind and take their time speaking slowly so the operator can get it right.

My U.S. Bank teller, Maria, is very kind and patient — she is always smiling and helps me with whatever I need. She never hesitates to write it down so I understand. These are small things, but important to me.

Karen G.

Due to a bad set of circumstances, my son had to sell his home. We were referred to Kelly Molinari and Chris Haas of Trademark Realty in Wheaton.

Kelly is a real estate agent who specializes in short sales and foreclosures and Chris is a lawyer, so any questions we had were answered quickly.

The mortgage was held by Bank of America and this is where all the problems started. We lost the first two buyers because they never responded to anything Kelly sent to them. We almost lost the third because they took forever to respond to e-mails, phone calls, or faxes.

When they did accept the third offer, the papers came with the wrong buyers’ name on them; that took six weeks to change.

Kelly never gave up and I really don’t know how she stays sane. What started in the fall of 2009 finally ended on Friday the 13th of August — usually a day for bad things to happen, but I think Kelly and Chris were ecstatic that this sale was done. We can never thank them enough.

The Weir Family

On July 21, I was admitted to Little Company of Mary Hospital. I was so sick that when I woke up on July 27, I found myself in intensive care and couldn’t remember how I got there.

The staff worked around the clock to save my life. I have been in other hospitals before, but I have never seen such dedication and teamwork. Every single person that I came into contact with did their job to the very best of their ability.

I don’t think that doctors and nurses and nurses aides and physical therapists realize how grateful patients and their families are for a job well done. Not only did they save my life, they left my dignity intact and encouraged me every minute of my stay.

I wish that I could give the staff of Little Company Of Mary Hospital each a medal or trophy for saving my life. My family and I would be so grateful if you would please acknowledge these very fine people as “Good Guys and Gals.”

Gloria Hooper, Chicago

I am writing about Jamie, a manager at Walmart in DuQuion, Ill. My husband and I traveled there for the Thanksgiving holiday. I always shop at Walmart when I’m there, which is three to four times a year. I needed a Blu-Ray DVD player and found one on their website: the Magnavox MBP5120, which stated it had built-in Wi-Fi and would be able to stream movies from Netflix, Blockbuster, VUDU and more.

I arrived at 2 a.m. for the Black Friday sale and was told that at midnight they had issued bands and they were spoken for. So I purchased an LG without the bells and whistles.

When I returned to the store at 11 a.m., there was a great amount of the DVD players left, so I returned the LG for the Magnavox.

When I arrived home and connected the player, I found that it would only allow you to connect to VUDU. We have an account with Netflix.

I went to the Walmart website and found a link to a forum that was addressing this issue. I contacted Walmart customer service and they told me they were aware that the website had the wrong specifications for the MBP5120. I could return the one I purchased to the store and see if they would exchange it, and a manager would return my call.

Jamie called the very next day and apologized for the inconvenience and said he would be happy to exchange the player, which would be a $40 loss to him. But this would be impossible for me because I was 350 miles away. He then wanted to know if I could take it to a store closer to me and see if they would exchange it and he would still eat the extra cost.

I tried several stores but they didn’t have it in stock. I spoke with the Glenwood store manager and she said she would do the exchange if the machines came in. I relayed this information to Jamie and he contacted the Glenwood manager and shipped one to the store for me.

Jamie went above and beyond what is expected of any manager. Also, Lori at the Glenwood store was wonderful. She assisted at every step.

Carol Peters, Harvey

On a trip to Atlanta, I stopped at a Quick Lube to have my oil changed. While under the hood of my car, Jason, the tech, and I had a conversation during which he found out I was driving home to Illinois that day.

Jason began checking everything and found that the fan belt was frayed and partially cut through. He replaced the belt and fixed the bolt from the motor mount that had caused the fraying. He refused to charge me for either job.

When I got the invoice, I found that Jason also had given me a 50 percent discount on the oil change, for their weekly “Ladies’ Day” promotion that was happening the following day.

He did all this knowing that I was from out of state and not likely to become a regular customer. When I asked him why, he smiled and said, “Ma’am, if my mom was far from home and stopped for service, I’d hope that the guys up in Illinois would take as good care of her.”

Thanks, Jason! Next time I’m in Atlanta, I’m gonna go back there and have the oil changed again, whether it needs it or not.

Adrienne Soldano, Zion

Several years ago in the middle of winter, my furnace went out. The repairman said I needed a very expensive part, which I had replaced the year before and the warranty had just expired. I was beside myself as I had two small children and couldn’t afford to have it replaced again.

So I called Peter, of Peter’s Heating & Cooling, to get a second opinion. He came out immediately at 9:30 p.m. and saved me from a huge expense I couldn’t afford. The part was fine and all that was needed was a minor repair. His honesty, integrity and great work has been proven over and over again over the years.

Jodi Williams Lockport

I was headed home from work last August on a busy Chicago artery when another driver turned left in front of me at the very last minute. It was so quick and close, that the cars actually met head-on at about 30 mph. My airbag didn’t fire so I felt really sore across my chest from the seat belt.

I was, as the song says, very dazed and confused. I’m already disabled to begin with, so getting out of the car and getting my walker out of the back seat was a huge challenge. Minutes later the Chicago police and fire departments arrived.

An extremely friendly and sympathetic policeman came over to get my information. I was loaded into the ambulance and transported to the local trauma center. The paramedics could not have been more friendly and comforting.

I was in the emergency room when the police officer came in and gave me back my documents. Instead of just letting some unknown towing operation — and there had to have been at least three that arrived on the scene — take my car away to who-knows-where, he had moved it to a safe part of a lighted parking lot and put a no-tow order on it, giving me time to arrange to get it towed myself. He stayed on for a few minutes to make sure I was going to be OK.

In this day and age, especially in a part of the city where a situation like mine has to be a really repetitive routine for the police and fire officials, these guys went way above the call of duty to be friendly, accommodating and comforting during a scary time. These civil servants were the best.

T.J. Andrew, Palatine