KELLY LARA

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

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

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

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

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

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 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

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

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

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 excellent 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 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 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 fantastic review and recommendation.

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

Michael Southern
Service Manager

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

We are happy to be your dealer and we 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

Thank you Bruce for the great review.

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

Michael Southern
Service Manager

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

We are 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

Thank you Dawn for the wonderful review.

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

Michael Southern
Service Manager