Verified Customer
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
Verified Customer
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
Verified Customer
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
Verified Customer
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
Verified Customer
Thank you for the wonderful review.
We are very happy to be your Equus dealer and we look forward to being here for you for all the years and miles ahead.
Michael Southern
Service Manager
Verified Customer
Thank you for the excellent review.
We are happy to be your Hyundai dealer and we look forward to serving you for many more years and miles to come.
Michael Southern
Service Manager
Verified Customer
We love that you love us.
Sales and service, we are here to serve. Thank you for choosing and we look forward to being here for you for all the years, miles, adn Hyundais ahead.
Michael Southern
Service Manager
Verified Customer
Thank you for the positive review.
We certainly try to anticipate your expected wait time for any visit, repairs can sometimes take more or less time than predicted, we will still try to provide realistic promise times for all of our customers.
Michael Southern
Service Manager
Verified Customer
Thank you for the great review.
We are happy to be your dealer and we look forward to serving you again.
Michael Southern
Service Manager
Verified Customer
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
Verified Customer
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
Verified Customer
Thank you for the feedback.
Reviewing your most recent service visit, we did recommend you be aware of the wear on the rear brake pads. The inboard pad measured at 3.0mm which is just the edge of the recommended replacement interval. At 103,000 miles, it seems fair to say you acheived great wear from those brakes. As brake pads get thinner they are also less able to disappate heat. Heat is the enemy of your brakes and on the rear brakes, which use an non-vented rotor, that heat can cause warping of the rotors. We do recommend replacement of the rear brakes sooner rather than later to avoid the additional cost to replace rear rotors. It does not take much warpage to make the rear brake rotors too thin to reuse after resurfacing.
We agree that your front brakes were at 50% as noted on the inspection sheet, but we will continue to recommend replacement of the rear brakes to prevent rotor warpage. Again, over 100,000 miles is fantastic wear from your brakes and replacement now will help you defer the extra cost of having to replace the rotors later.
If you ever have any questions about your service, you are encouraged to ask us immediately. We have always had an open shop, we are more than willing take you to your car, to show you what we are seeing, and to explain why we are recommending what we and particular service or repairs.
Your 5 years and 100,000+ miles of trouble-free driving, with no repairs except for a couple of light bulbs along the way, it seems fair to say that both you and the car have done well. We've done our best to help guide you along the way and if you would like to go another 100,000 miles we're still here to help.
Michael Southern
Service Manager
Verified Customer
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
Verified Customer
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
Verified Customer
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
Verified Customer
Verified Customer
Jason, we appreciate the time you took to post this review.
You may contact me directly to review your concerns.
Michael Southern
Service Manager
Verified Customer
Thank you for the wonderful review and recommendation for Ben Girard your advisor.
We are very happy to be your Genesis dealer and we look forward to being here for you for all the years and miles ahead.
Michael Southern
Service Manager
Verified Customer
Thank you Philip for the wonderful review and endorsement.
We are very happy to be your Genesis dealer and we look forward to being here for you for all the years and miles ahead.
Michael Southern
Service Manager
Verified Customer
Thank you Robert for the wonderufl review.
We are happy to be your Hyundai dealer and we look forward to serving you again.
Michael Southern
Service Manager
