Thank you Gordon for the great review and recommendation for Ben Girard your advisor.
It looks like a quirk that this came across as a 1-star review, from your comments that seems inaccurate. We are very happy to be your dealer and we look forward to being here for you for all the years and miles ahead. If you did mean for this to be a 1-star review for Ben, please do let me know what we can do to address any concerns you have.
Michael Southern
Service Manager
We are truly sorry you were disappointed in the outcome of your last visit.
The new vehicle limited warranty for your Genesis had America's Best Warranty at 5 years/60,000 miles. However, now your vehicle is more than 6 years old and has more than 70,000 miles on it, and there is simply no way for us to obtain coverage for your concern at this time.
Our goal is always to provide you with the very best service but unfortunately not even that allows us to re-write the parameters of your warranty.
We are happy to discuss your options further, feel free to contact me directly.
Michael Southern
Service Manager
We are very sorry to hear there are still issues with your car.
We want you to know that we will do everything we can to correct this for you as soon as possible. Please feel free to contact me directly and I will make all the arrangements.
Michael Southern
Service Manager
480-368-6730
michael.southern@earnhardt.com
So strange.
This was a half price oil change, in and out in under an hour, on the surface this would seem to have be a perfect service visit.
I would like to encourage you to share directly with me what it was that was "Not so much, I do not like" about your visit.
This is your second Hyundai you've bought and serviced with us and we go back many years now. It has always been our intent to provide you with the highest level of service; and in reviewing with our team member you worked with that day, he thought your complete visit was plesant and he is at a loss to explain where this negativity came from.
Please help us understand how to better serve you in the future.
Michael Southern
Service Manager
480-368-6730
Thank you for your feedback.
Your recent service after 3 years was the most comprehensive service your vehicle has had during your ownership. This was no small amount of work done, and we wish you saw better value in the work we performed. The services performed include oil and filter change, tire rotation and balance, engine air filter, cabin air filter replacement, complete coolant system fluid exchange, 3 part fuel system service, in addition to our multipoint vehicle inspection.
Our goal is to help you protect your investment and enjoy many years of trouble-free driving. Your advisor will reach out to review the work we did, why we did it. The actual labor cost for your service was closer to $120 an hour which is below the market average in our area. Itemized and compared to any of the other vehicles you mentioned you will find we are very fairly priced on these services.
Again, we are sorry we did not do a better job explaining the work and the value of the work we did for you while you were here, and if you ever have a question in the future, please let us know, we are here to help you make good decisions for you and your vehicle. You advisor will reach out to you to review your concerns in more detail.
Michael Southern
Service Manager
Valerie we are very sorry that this was not the service experience you are used to receiving from us.
We've been together such a very long time now, from the 2009 Sonata, to the 2013 Elantra, to the 2018 Santa Fe, to the 2018 Elantra, and now the 2019 Santa Fe. While we do have many multiple Hyundai families, you certainly are among the most faithful and loyal. We would very much like to make this up to you. Although I can assure you both that Ben did apply your $5.00 off coupon, and our technician Shayne did test your battery, nothing can make up for you leaving us and still having unaswered questions.
We always want to answer any of your quesitons any time you are here with us or if you have questions about your vehicle after servicing. I would very much like to speak with you directly so we can both review this particular visit and also so we can find a way to make this right and restore our long standing relationship.
It has been our absolute privledge to be your dealer these many years now and we do look forward to being here for you for all the years, miles, and Hyundais to come.
Michael Southern
Service Manager
We are sorry you are having issues with your Kona.
Our technician had checked the liftgate before returning it to you and found it working correctly at that time. Matt will schedule you back in to have another look and we hope to find a final solution at that time.
Michael Southern
Service Manager
Thank you Amy for the feedback and we are sincerely sorry for the miscommunication regarding synthetic oil during your last service.
99.9% of the time we recommend conventional oil changes for our customers and we follow Hyundai's severe maintenance schedule for intervals.
We've noted your record and we'll stick the the conventional oil changes for your car going forward.
Thank you for giving us the chance to make this right and we look forward to seeing you again next visit.
Michael Southern
Service Manager
Thank you for the candid feedback.
Of course we never want to have a situation where you have to return immediately after service and certainly we wish tha this visit was a one and done for the fender liner.
Ben will work with you and we will try to make this up to you on a future visit. We are very sorry this visit did not go as any of us had planned, but we are committed to making this right next time.
Michael Southern
Service Manager
Jason, we appreciate the time you took to post this review.
You may contact me directly to review your concerns.
Michael Southern
Service Manager
Thank you for the feedback Christine.
We are sorry this wasn't the perfect visit we all would have preferred for you and that we didn't have the parts we needed to fix your car the same day.
Generally we do try to keep you updated throughout the repair process and wherever the breakdown occurred this day, we're sorry it left you wondering how your car was progressing through our shop.
I see we have an appointment already scheduled to correct your door lock issue and we'll work to make it up to you on that visit.
Thank you for choosing us over the years for both your Hyundais and we look forward to making this visit up to you going forward.
Michael Southern
Service Manager
Thank you for doing what you don't do?
We're sorry your experience was less than perfect. We'd be happy to make it up to you and look forward to talking with you more.
Michael Southern
Service Manager
Thank you for your feedback.
Ben will be in contact to address your concerns.
Michael Southern
Service Manager
Thank you for participating the SureCritic review process.
We share your frustration with the warranty company and will continue to work on your behalf to obtain coverage for your concern.
We realize that the 3-star review was not intended as a reflection of our service for you but if you ever do have a concern with our service, please be sure to let us know.
Michael Southern
Service Manager
Thank you for your input.
Your service advisor will provide you a menu with the common service operations based on time and mileage and our current pricing for those services. Generally there are comprehensive services due every 15,000 miles with oil changes and rotations every 3,750 miles in between. Visit our webiste at any time to see which services are coming due on your car.
We appreciate your business and we look forward to serving you again next visit.
Michael Southern
Service Manager
We are certainly sorry to hear that your last visit was less than perfect.
Please contact me so we can make this right.
Michael Southern
Service Manager
We are sorry you felt "pressure" from our service team.
Your vehicle had over 16,000 miles, it was two years old. Your owner's manual outlines the recommended services for your vehicle in our climate and driving conditions. None of this was meant to put any undo pressure on you however we would be remiss if we did not make you aware of the manufacturer's maintenance schedule. Independent of you thinking it is necessary, it is what Hyundai (and our service team) recommend based on years and miles of use.
If you need any additional clarification, you are welcome to reach out to us directly or visit myhyundai.com for the complete list of service items for your vehicle and the recommended schedule.
Michael Southern
Service Manager
Thank you for the feedback Raesean.
What you describe is certainly unusual. We will look into your concerns and see why you did not receive your confirmation email regarding your apoointment or a copy of the work order when the work was complete.
Normally you will be advised through all stages of the work at our store and we do call and email after service to make sure there are no unanswered questions.
We will look into this, but you can expect your next visit to meet your, and our, expectations.
Michael Southern
Service Manager
Thank you Patrick for the wonderful review and recommendation for Ben Girard your advisor.
We are sorry to heat there is still a rattling noise at certain RPMS, but we'll make sure to reach out and coordinate a follow up visit for you.
We are happy to be your dealer and we look forward to being here for you for all the years and miles ahead.
Michael Southern
Service Manager