NORM ROSEN

Emily,

We all miss Ricardo and hope he has a speedy recovery.  When he is back we'll have him review your visit and reach out to address any concerns.  You shouldn't ever feel at anyone's mercy, we are your service provider and we're here to serve you.

Michael Southern
Service Manager

Thank you for participating.

We are happy to be your Hyundai dealer these many years and multiple Hyundais now and we look forward to being here for your for all the years and miles ahead.

Michael Southern
Service Manager

Dear Anonymous,

We would really like to address your concerns, with both Hyundai Corp and ourselves, please reach out to me directly we are happy to help.

Michael Southern
Service Manager 

Thank you for your feedback and for allowing us to serve you.

We are sorry this visit did not go as well as could have been expected but we look forward to making it up to you in the future.

Michael Southern
Service Manager

Thank you for your response.

Dead batteries never happen at a good time and certianly so soon after service it is a disappointment.  When we tested the battery it passed, sometimes they do act like lightbulbs and work right up until they don't.  If we had any inclination there was an issue with your battery we would have been happy to sell you one during your visit.

We will continue to check your battery each time your in for service and we'll hope to catch it next time before it leaves you stranded.

Michael Southern
Service Manager

This is certainly never our intent.

I would like very much to review your visit and learn how we can better serve you in the future.  I will reach out to you directly.

Michael Southern
Service Manager

Thank you for our conversation and for allowing us to find a solution for your concerns.

We are very happy to be your Genesis dealer and we look forward to serving you for many more years and miles to come.

Michael Southern
Service Manager

Thank you for your feedback.

We make every effort to get you in, out, and back to your life as swiftly as possible.  Your unscheduled emergency visit did happen at a particularly busy time on a Saturday when all of our technicians we involved with other cars.

The timestamps show in and out you vehicle took a bit over 2 hours and while this is generally a repair that takes under an hour, we were unable to accomplish that during your recent visit.  Flat tires never happen at a good time and we're sorry your flat occurred at a particularly bad time for all of us.

We will try to make this up to you on a future visit.

Michael Southern
Service Manager

Thank you for the feedback.

Your Equus is a special vehicle and only specially trained technicians are qualified to do any repairs on them.  Based on the nature and number of the repairs, we would expect this to be an extended repair visit. 

If you had concerns following your service, we would have been happy to address them in a less public way.  Unfortunately since you purchased the vehicle used from a non-Hyundai dealer, we do not have the option to extend the Equus concierge or At Your Service benefits.  If you choose not to return for the specially ordered parts we ordered for your car we wll send them to another dealer of your choice.

We are sorry this visit did not meet your expectations, however with the variety of concerns you brought us, having the vehicle inspected and leave the same day was reasonable.  Had we been able to do the map update for you it would have required an additional 3-4 hours.  MapNSoft has only very recently stopped selling v9.5 in preparation for v10 to be released.  Although we could have installed v9.5 during your visit, MapNSoft would not provide an access code for outdated software at this time.

Michael Southern
Service Manager 

Thank you Chen for the positive review and comments.

3 Stars is pretty low for a 'good experience' please let us know how we can do better ahead of your next visit.

Michael Southern
Service Manager

Thank you Chen for the positive review and recommendation.

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

Michael Southern
Service Manager

Oh no!

We'd really like to correct this ASAP for you.  We want to solve concerns not create them when your car is here.  Please reach out to me directly, we'll solve this for you swiftly.

Michael Southern
Service Manager

Thank you for the review Mary.

We have been slow.  Well maybe not slow, slow, but more busy busy running behind slow.  This visit we did and oil change and rotate which we would normally expect to take about an hour.  Also though this visit we did a software update for your Sonata to revise the logic for how the car detects misfires and small evaporative emissions leaks.    Because nothing is ever that easy, we cannot actually do both of these things simultaneously and they do both take time.

Still under other circumstances we would have expected and predicted maybe 90 minutes to get your Sonata in, out, washed, and back to you.  These times are anything but ordinary and this visit certainly took longer that any of us would have hoped.  We've been together quite a while now, this Sonata, the Sonata before it, and we do hope to be together for many more years, miles and Sonata to come.

Please forgive us, as you saw, we're bursting at the seams but we're doing our best and we truly hope things will have settled back down before you next visit.

Michael Southern
Service Manager

This is disappointing.

Our shop is set up with special mirrors so our technicians can check bulbs all around the car while still sitting in the drivers seat, we are human though.  I'm glad we sorted this out and would be happy to review the other work performed during your visit, we're sorry any doubt whatsoever has arisen but we would be happy to address all of your concerns to your complete satisfaction.

Michael Southern
Service Manager

Stephen, we are so, so sorry that you encountered difficulties scheduling your Tucson

Please know that the campaign released for your car came out two short weeks after your purchase and we truly wish we had the opportunity to complete that important work BEFORE you took delivery of your new car.

We have sold many, many generation 4 Tucsons over the past six years and ALL of them received the same notice you did and frankly we've been quite overwhelmed.  Still, whenever you reach out to us, we absolutely must call back and without making any excuses for how that happened, please know that we are very sorry and you should NOT expect that from us going forward.

If you ever have any difficulties in the future, please feel free to contact me directly.  We are very thankful to be your dealer and we really do look forward to being here for you for all the years and miles ahead.

Michael Southern
Service Manager

We're sorry this wasn't the perfect visit we always want you to have here.

I would certainly like to learn more about your visit and how we can better serve you in the future.

Michael Southern
Service Manager

Thank you Robert for the very positive 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 for the feedback and we're glad you love your Santa Fe - such great cars!

We are sorry to discover the limitation on the maps provided and we do hope that your subdivision shows on future updates.  We have contacted the provider to let them know of this shortcoming and we hope to see it addressed soon.  In the meantime we're committed to making sure that you have the most up to date maps available for your car (free map updates for 3 years came with your purchase).

Many owners choose to use AppleCarPlay or Android Auto as their solution for navigation, but we agree that it would be nice if the resident navigation system in your Santa Fe already had your address included in the 7,744,909 miles of road it does have, but we'll stay optimistic it will show up in the near future.

Keep enjoying your car, and we'll keep working on the solution.


Michael Southern
Service Manager

Thank you for letting us make this right.

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

Michael Southern
Service Manager

Denise we are sorry your vehicle did not proceed through our shop as fast as you or we would have wanted.

When your appointment was scheduled the night before it was as an emergency visit, our shop load was already full.  Norm really did work hard to get your Elantra in as quick as possible and our technician Max work diligently to get you back on the road swiftly.

Norm has been your advisor for several years now, he really did do a fantastic job getting your car in for the next day and not scheduling you for later in the week when our actual first "opening" was - emergency visits are always a challenge for you and for us but please know we do everything we can to get your car back in your driveway as soon a possible and on this visit in particular special handling was needed to get your vehicle in and repaired as soon as we did.

We hope your next visit is under better circumstances and you can rest assured that Norm will continue to go above and beyond to take car of you and your Elantra.

Michael Southern
Service Manager

Oh dear!

We never want to be rude, and we're sorry Norm came across that way.  We always want to answer any questions you have and we've reassigned your vehicle to your previous service advisor Ricardo Garcia, but if there is anything I can help with, please ask for me directly.

We know you come a LONG way from Waddell to see us, very very last thing we want to do is make you feel unappreciated.

Let us make it up to you next visit, feel free to contact myself or Ricardo directly when you're due.

Michael Southern
Service Manager