ANDREW A MOELLER

Thank you for your response.  I am happy that we were able to address and correct all of your concerns.

Hello, could you please contact myself or the service manager Justin Kertz regarding your service visit.  We strive for 5 star reviews and if your experience was less than satisfactory, we would love the opportunity to make it right. My direct line is 573-388-8539 or email amoeller@machens.com  Thank you.

I apologize for your sales experience, and I do hope that you enjoy the new Equinox.

Thank you Dragos for your feedback and thank you for giving us the opportunity to see what is going on with the tire.

Hi Amber,
    I am sorry that this is what you believe but I did not remove any fuse from your car, I could not nor would not do anything with your blue link if you don't pay for it then they turn it off. I also have never said that your car needs anything as far as plugs and coils because we have never found anything wrong with your car. I have done nothing but try to help you and give you the benefit of the doubt. Yes if you want us to put a coil on your car when there is nothing wrong with it I can not warranty that and you would have to pay for that that is the policy from Hyundai. I can not just put parts on your car under warranty just because you want me to.

Hi Frank I know we just talked and I am truly sorry. I am working hard to get this resolved with Hyundai for your. Thank you for your patience.

Hi Mrs. Peters, 
   I'm truly sorry that you have to make two trips but our hands are tied. There is no way of knowing what part you need until the vehicle is here therefore it could not be pre-ordered. I wish we could do it different. I am again truly sorry.

Hi John I'm truly sorry you didn't have a good experience. No matter what kind of vehicle you have If you don't rotate the tires at least every other oil change they will wear faster. Especially when the align. is out, they recommend rotating your tires every 8000 miles and no matter what shop you use they will recommend the same.

Hi Mike I am truly sorry that you feel this way. All shops have a set fee for diagnostics. Ours is $69.95 and my advisor charged you $39.95 so it sounds like he was trying to help you out. We are just like a doctor anytime you go to the doctor there is a co pay, we can not work for free.

Mr. Calvin we do not misrepresent. You had a blow out while driving on the highway and there is not a vehicle manufacture out there that warranties tires for that. When you buy a new car you have the opportunity to purchase a road hazard warranty that covers those issues. You drove on the flat tire until there was barley any tire left so there is no way we could tell weather the tire was defective or weather you hit something. I am sorry you feel the way you do and we will always do what we can to take care of a customer but we can only do so much.

Thank you for your feedback sir.  Our general manager is currently pursuing a variety of options in hopes to alleviate your concerns.

I would love to discuss your vehicle repair with you. Customer satisfaction is our top priority.  Please contact at my direct line 573-388-8539 or the Service Manager Justin Kertz at 573-388-8543.

Hello, at no point we want to be dishonest with our customers.  We would be happy to retest the battery and show you the results and show the play we found in the ball joint.  Our techs are highly trained specifically for Hyundai vehicles. If these items were checked bad in error we need to know.  Please feel free to contact myself or the service manager Justin at 573-474-7400.

I want to apologize for your most recent service visit.  No excuses need to be made.  Leaving your vehicle unattended and the time it took to service it are completely unacceptable.  Scheduling a time for pick up of vehicles and locking them outside are both part of normal, everyday procedure.  I do appreciate you bringing this to my attention, so I can be sure that neither become a reoccurring issue.

Thank you for your response,

Justin Kertz
Service Manager
Joe Machens Hyundai

Good morning Erik we just got done looking at your car and there was some residual oil on the under cover from that didn't get cleaned off we are truly sorry for that. We will not let that happen again. Thank you for your feedback.

Hi Sherry,
 I am truly sorry you had this experience. I apologize for not asking your name I was so focused on getting you taken care of that it slipped my mind. I did apologize that day and yes I did want to talk with my employees so that this did not happen again. It took a little bit of time because I wanted to make sure the guys cleaned your car better this time. Please remember the was is a courtesy and in no way has a bearing on the cost of your oil change. Yes they should have done a better job but when they wash 50 cars a day for people that don't want to be here any longer than they have to mistakes can be made. Again I am truly sorry and If you give us another chance I promise it will be better.
                                                    

Mrs. Lewis-Allen
      I am truly sorry if they mislead you in finance when they sold you the maintenece package. Those packages are based on you doing your oil changes every 7500 miles so if you do your oil changes say every 4000 you will run out before three years. If there is anything I can do to help let me know I can get you with someone in finance to see if they can help resolve this issure. As a service manager the last thing I want to be is mistrusted so please let me know what I can do. Thanks

Thank you for the feedback.  I hope we have resolved all of your concerns.  We strive for a 5 star experience for all of our customers.  If you have any further questions or concerns, feel free to contact us.  My direct line is 573-388-8539 or email at amoeller@machens.com

Thank you for the feedback. A free exterior courtesy wash is included with the oil change. Next time if you would like the vehicle vacuumed I can put in a special request with our detail company. 

I apologize for the long wait time.  The detail department was extremely backed up that day.  I will forward this to the manager. We appreciate the feedback.