KELLY LARA

Hi Patricia,
I am sorry to hear that we did not provide you with a "5 Star" sales experience. I will reach out to you shortly to address any concerns that you may have.
Thank you,

Hi Patricia,
I am sorry to hear that we did not provide you with a "5 Star" sales experoence.
I will reach out to you shortly to address any concerns that you may have.
Thank you,

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

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

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

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

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

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

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

Thank you Hyacinth for the great review.

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

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

Thank you for your feedback.

We know how frustrating rodent damage can be for our owners and we are sorry this keep happening to your car.  There are some prevenative steps we've tried to help with, but critters do what critters do.  Let's hope they find somewhere else to go next time, but we're here for you either way.

Michael Southern
Service Manager

Thank you for the positive review and we're sorry this was not the 5-star experience we want you to have at our store.

Details for the Engine Monitoring Logic Campaign canbe provided, please reach out to either Kelly Lara your advisor or myself and we'll be happy to provide you additional documentation on this and any other of your repair orders so you can better notes on what was done and when on your vehicle.  

We can and should provide thorough explanations for you anytime your vehicle is here for service, our team will tailor the descriptions to match your request.  Although many of our owners are not interested in the details, we are always happy to provide them when asked.

Please, in the future, leave no questions unasked, we're here to serve and we want all of your interactions with us to be exceptional.  I'm certain Kelly will be happy to answer any outstanding questions you have about this visit.

Michael Southern
Service Manager

Thank you David for the great review and we're sorry about the wait to get it.

We're still working on increasing our capacity and we hope ahead of your next visit we'lre back to normal.

Michael Southern
Service Manager

Thank you Ronald for the great review.

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

Michael Southern
Service Manager

Thank you for the great review and recommendation.

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

Michael Southern
Service Manager