GILBERT GOMEZ

Thank you so much for your feedback and we appreciate your business.

Hello Randy,

My name is Gabriel Deluc. I'm the general manager with Northwest Hyundai. I'm sorry to hear about the unexpected out of pocket repair on your 2017 Santa Fe. The customer service we provide and your total and complete satisfaction are the metrics by which we judge our success. It seems as though my team and I could've done a much better job in this instance. Your service advisor has called, texted, and emailed you in the hopes of resolving this matter. We'd love the opportunity to get back in your good graces and continue to be your repair facility of choice. I'd like to make myself available to you as well. Please contact Luis or myself anytime and I assure you that we will bend over backwards to earn your total and complete satisfaction. Thank you for your consideration, Randy.

All the best,
Gabriel Deluc

General Manager | Northwest Hyundai
19300 Northwest Fwy, Houston, TX 77065
w: www.northwesthyundai.com
e: gabriel@northwesthyundai.com
o: 281.894.5200
c: 323.404.1420

Aran, 

I'm sorry to hear that you had a sub par experience on last visit, rest assure that I will do what it takes to make this right for you, and I can tell this is not how I run my department.  I want all my customers to be treated the same across the broad, if you would please contact me to speak about your last visit, so I can use this as a teaching moment.  

Sondra, 

Thank you so much for your business and I'm glad to that you had a great experience with our service department.

Carol,

Good morning, I'm so sorry you feel that we mistreated you, that's not what we do here.  Trust me we listen to our customers, but we can only try to repair an issue, if we're told about their concerns, if we're not told about an issue then we don't know what to look for.  Please feel free to contact me if there's anything I can do to make this right.

Hello Carol,

My name is Gabriel Deluc, I am the general manager with Northwest Hyundai. I'm reaching out in reference to your visit with our service department. First and foremost, I would like to thank you for taking the time to bring your experience to our attention. Our customer's feedback and the overall customer experience we provide is the most important factor by which I judge our performance. It seems that my team and I missed the mark in this instance. We missed it by country mile, Carol. 

I personally reviewed every aspect of your interaction with our team. I looked at the scope of work performed and wait time for work completion. I pulled the service advisor, technician, and service director aside in my office and reviewed your comments with them in detail. I noted the comments you made about the concerns you have with your car in comparison to the outcome. I also asked everyone that was present during your visit how they would feel if their mother, wife, or sister was treated this way at another dealer.

I'd like nothing more than to have the opportunity to speak with you briefly about your visit to reestablish our relationship and personally apologize for your less than perfect experience. Thank you for taking the time to let me know how we dropped the ball. I assure you that I have made this a teachable moment with our service staff in an effort to continually improve our dealership and the services we provide to our customers. Please feel free to call me at the dealership at your earliest convenience: (281) 894-5200.

I'll be sending you an email and text message if you prefer to communicate that way, Carol. Thank you for consideration. I certainly hope I get the opportunity to turn this interaction around.

All the best,
Gabriel Deluc

General Manager | Northwest Hyundai
e: gabriel@northwesthyundai.com
o: 281.894.5200

Peggy,

Thank you so much for your feedback and for your business.