KELLY LARA

Thank you Linda for the positive review and recommendation for Kelly Lara your advisor.

We know that this visit took a bit longer than usual owing to us needing to perform not one but two separate software updates on your Sonata while it was in for this oil change visit. 

Our Car Care Express service is designed to get you in, get you out, and get you back to your life by doing oil changes and more while you wait.  Our goal is 45 minutes to an hour and generally we are able to deliver this level of service.  These udpates however pushed us past our normal delivery times, still it should be good to know that all of your software is up to date now and you will not need to make another separate visit to address those items.

We really are happy to be your dealer and we'll look forward to seeing you again next visit.

Michael Southern
Service Manager

Most things are better than a poke in the eye that is for sure and we do not expect to be quite as thrilling as a tax return either, but we do strive to deliver great service for you and your Palisade.  Without a doubt, we have been busier than usual lately and while our goal is 60 minutes or less for a service and a wash, these days that has been a challenge.  Let us all hope that before your next service we're back in form and Kelly will be able to move your Palisade swiftly through.

We are happy to be your Hyundai dealer and we look forward to being here for you for all the years and miles to come.

Michael Southern
Service Manager

Thank you for the positive review and recommendation for Kelly Lara your advisor.

We are happy to be your Hyundai dealer and we look forward to serving you again.

Michael Southern
Service Manager

Thank you Norma and Cedric for the positive review.

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

Thank you for the great review.

We are happy to be your Hyundai dealer and we look forward to serving you again.

Michael Southern
Service Manager

Thank you for the positive review.

We are happy to be your dealer and it means so much that you come to us all the way from Prescott Valley.   We're here for you and look forward to seeing you again next visit.

Michael Southern
Service Manager

Thank you for the positive review.

We are happy to be your Hyundai dealer and we look forward to serving you again.

Michael Southern
Service Manager

Thank you for the positive review.

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Michael Southern
Service Manager

Thank you for the feedback.

We certainly try to make our shuttle arrangements easy and convenient for all.  We're sorry this one timed out poorly, and we really to want to make it smooth whenever you bring your car in.  Hopefully we will never have this issue again, but if you need help, for 2 miles away, I'll happily grab a car and take you to work if need be, sorry this visit wasn't perfect, we'll do better next time.

Michael Southern
Service Manager

Thank you Leonard for the feedback.

We have been working on increasing our capacity but for certain we've been a bit overrun here lately and while we make every effort to schedule our customers soon, when our days are full they are full and we simply cannot schedule any more any sooner.

We do appreciate you as a customer and we hope that before your next regular service we'll be back to more open availability when you need us.

Michael Southern
Service Manager

Thank you for the feedback Brittany.

We are very sorry the car left you stranded, that is never a good feeling, and being without your car for even one day is a challenge, being without for multiple days is even harder.  We know this was a challenging visit but we plan on your next visit being fantastic all the way around.

Michael Southern
Service Manager

Thank you for your original comments as well:

Severely Inconvenient Warranty Issue
My accelerator bogged down on the freeway and I had to pull over for an emergency tow. Hyundai Roadside Assistance and Kelly at the dealership we’re very helpful with getting my car checked in, the process was smooth and seamless.

The problem arises with the amount of time it took to do a simple system update. I was told my car would be priority since it was an emergency situation and that it would only take 2-3 days. While Kelly was very responsive, I was the one who had to reach out to her every day to get an update. I would’ve appreciated some initiative on her part to make sure I was in the loop at all times. She did message me on her day off, so I will give her grace there.

This entire process of a simple system update took 6 days and I was without a car the entire time. A rental car or ride share assistance was NOT offered to me AND I had to pay for my Lyft ride to pick up my car. This is absolutely unacceptable for a warranty issue that was not my problem and potentially dangerous for me on the freeway.

I don’t feel I should have to spend a single penny for something like this and expect compensation for my Lyft. It has been over a week and I have still yet to hear from a manager.

Overall good customer service but terrible timing, inconvenient and inconsiderate of my situation

We are sorry this visit took much longer than either you or we wanted.

Ridiculous is right, our goal with our Car Care Express service is oil changes and more while you wait and our goal has been 60 minutes or less.  We have been a bit overrun here of late and have many of the same conflict and issues other service industries are having now as well.  We are working hard to get through it and we certainly hope before you next oil change we'll be back to business as usual.

We are very sorry this was a poor visit but we look forward to making it up to you in the future.

Michael Southern
Service Manager

Thank you for letting us know about your visit.

We are very sorry, our Car Care Express service should never take so long to complete.  Although we have been especially busy here lately, we never want to keep you waiting that long. 

Please let us make it up to you on your next visit, by then we certainly hope to be back to more normal times and our 45 minute to 1 hour completion times.  We know you drive a lot and visit us often, and we promise to do what we can to make your  next visit much, much swifter.

Michael Southern
Service Manager

Thank you

Jeff thank you for the feedback.

We understand your concerns about the seeming discoloration of your dash pad.  Although Hyundai does not cover slight irregularities that do not effect function of the part, we would still be happy to petition Hyundai on your behalf to see if there is a possible resolution.  Although this was your first visit to our store, we do hope it will not be the last.  I'd apprecaite if you would contact us soon so we can see what we can do help resolve this issue.

You may contact me directly.

Michael Southern
Service Manager

We are sorry to hear you had a poor experience with your Equus.

Of course we would like to learn how we could serve you better, please feel free to contact me directly.  Most of our Equus customers have continued to enjoy our service for years, we would certainly appreciate the opportunity to make this visit up to you.

Michael Southern
Service Manager

Thank you for our converstation and for helping us understand where we fell off track.

We're glad your Equus is back to being the car you purchased and we look forward to being here for you whenever you need us.  It has been our pleasure to be your dealership and we look forward to seeing you next visit.

Michael Southern
Service Manager

Thank you for the feedback and we're glad Kelly was able to help.

Our goal is always to get it right the first time, and we're sorry we were unable to find the nail on our first inspection.  We appreciate your loyalty over the years over many Hyundais and hope to make this visit up to you going forward.

Michael Southern
Service Manager

Thank you the feedback and we're sorry this was nothing special.

Your first oil change is a big deal and since you come all the way from Rio Verde we should have made sure you knew just how much we appreciate you coming to see us.

We're sorry our wash was less than amazing, but we'd be happy to give you a raincheck for anytime your in town or nearby - we'll be happy to get that redone (and I will vacuum it out myself if need be).  We genuinely appreciate your business and we very much look forward to making your next visit a perfect one!

Michael Southern
Service Manager

We are disappointed too.

We designed our Car Care Express service to deliver speedy service to our customers.  Oil changes and more while you wait.  Our goal is to be under an hour including the car wash.  As the city has opened up post Covid, we have found ourselves a bit overwhelmed and we've really been struggling to keep up.  This visit was not typical and we would love the chance to prove this to you.  We hope next time you're due you'll give myself or Ricardo a call, we'd really like to make this up to you.


Michael Southern
Service Manager

William thank you for the wonderful review and recommendation for Kelly Lara 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.  From your comments we believe the 2-star rating was recorded in error, but if there is anything we could do to better serve you please let us know.

Michael Southern
Service Manager

Sheridan, we are disappointed that this visit caused any anxiety.

Since the beginning of Covid we have stressed safety measures in all of our stores.  Masks required, social distancing, frequent cleaning and sanitizing of all of our areas, public and private.  We have had frequent meetings covering our expectations and the behaviors you describe certainly don't match what we've made clear we expect from our team.

I would like to talk more with you and I know you have questions regarding the Class Action Settlement on your Sonata.  I hope to get a chance to answer all of those questions and to apologize that this visit was not up to the standards you've come to expect from us and that we've intended to deliver for you when you visit.

Please accept our heartfeul apologies and know that we will take actions as a direct result of your comments and concerns.

Michael Southern
Service Manager

Sheri,

Thank you again for our conversation today.  It means a lot to us that you took the time to sahre your concerns and allow us the chance to address them.

We are very 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