KELLY LARA

Richard, obviously we are sorry you feel this way about your recent service.

We are sorry that less than a month into your ownership you had to come to service to purchase a new keyfob and have it programmed.  Too soon.

Perhaps our agent was not clear when he scheduled your appointment, but we would expect this operation to take between 45 minutes and an hour depending on shop load. 

Your advisor Kelly did a great job getting your vehicle dispatched to a qualified technician in a very timely manner and had you back on the road within what we would certainly consider acceptable time.

This was a fairly straightforward operation but if you need additional explanation of the effects of our work programming the key fob we would be happy to answer any additional questions you have.  We are sorry we did not communicate better, but your new keyfob will function exactly as your other keyfob did.  Now the lost keyfob if it is found will NOT function, but if you do find it bring all 3 and we'll program them all for you - ask for me directly, I'd be happy to help.

Michael Southern
Service Manager

Dick,

Thanks for our conversation and for helping me better understand exactly where the breakdowns on our side happened.  Our team:  Luke, Nazy, Kelly and I are all looking forward to making this up to you on your next visit.

No more lost keyfobs, let's aim for a simple oil change next visit and we promise to make that one perfect.

Thank you for choosing us and we look forward to being here for you for all the years and miles ahead.

Michael Southern
Service Manager

Thank you for our converstation today.

We are sorry this was not the perfect visit we hoped it would be for you, but we do look forward to re-evaluating the car and making this right.

We appreciate your loyaly over the years and we look forward to seeing you again soon.

Michael Southern
Service Manager

Gordon,

Thanks again for letting us have another look and to sort it all out for you.  We are very happy to be your Arizona Genesis dealer and we'll see you again next visit.

Michael Southern
Service Manager

Sorry for the misunderstanding.

The part needed for your 2012 Sonata is currently on a national backorder and must be ordered by VIN with verification of failure.  There would have been no way to order ahead of time and we are very sorry we were unable to adequately explain this to you while you were here.  We are working to get your part here as soon as possible so your vehicle can be completed.

This was the first we had seen your vehicle in almost 3 years, there is really no way ahead of time we could have predicted what your car would need, and again, we're sorry we didn't adequately explain the reasons for the delay.

Michael Southern
Service Manager

We are sorry our courtesy shuttle did not work out for you this visit.

Generally our shuttle runs throughout the day and we can assure you it really does exist.  Although we do schedule times for you to drop off you vehicle and consult with your advisor, we cannot schedule "times" for our shuttle.  Sounds like an Uber or Lyft would be a better option for you in the future.

Michael Southern
Service Manager

Emma we are sorry we didn't have better answers about your deade battery.

When your car was towed in the battery was completely flat.  After we replaced it we checked both the starting and charging systems and found no abnormalities.  We did treat your visit as an emergency and did our best to get you in, get you out, and get you back to your busy life as a travelling nurse.  If we had seen anything we thought could leave you stranded we would have addressed it, but all evidence pointed to only a failed battery.

We are happy to share our findings with your selling / hometown dealer and we really are sorry there were no more conclusive answers during your emergency visit here.   I do appreciate you taking the time to speak with me about your visit and we truly are sorry we couldn't find more under the circumstances.

Michael Southern
Service Manager

Gregory we're sorry to hear your concerns were not fixed.

Noises that happen over 75mph are difficult for us to pin down, we did commit quite a bit of time and more than 35 miles of test driving trying to pin down your noise and we're sorry to hear that the molding we replaced on your driver's rear window did not turn out to be the ultimate cause. 

I'd like to find time that you and our shop foreman could go for a drive together so you can demonstrate your noise for him.  We did think we had the solution and it would never be our intention to return your car to you unfixed.

Please call me to coordinate we'll get to the bottom of this.

Michael Southern
Service Manager

Sean,

We sure are sorry that your first actual visit to our store did not meet your expectations.  The window regulator for your Azera was nowhere in town (we checked) but once the part arrived we did expedite the repairs to get the car back in your driveway as swiftly as possible.

Obviously we wish that we had your part on the shelf, or another dealer in the valley had it, or that the Hyundai Parts Depot in California had it, but since none of those were the case, we were forced to wait for a replacement to arrive from back east.  Again, once the part was here, your repairs were quickly resumed. 

Your advisor Kelly did everything she could to take care of your concern and we are sorry her efforts resulted in this poor review.

Please contact me directly in the future if you need help, the Azera you recently purchased is a very special car and our dealership will certainly be the best equipped to help you get the most out of your ownership. 

Michael Southern
Service Manager