Verified Customer
Thank you Andrew for the feedback.
Usually Norm is spot on, sorry for the disconnects this visit. Our advisor team does try to work cooperatvely to make sure all of our customers are helped in a timely manner, we're sorry this one did not go as planned.
Next time you're in, let's wait until Norm is free and we'll be happy to make it easy in and out for you. Thank you again for choosing us and we look forward to serving you again.
Michael Southern
Service Manager
Verified CustomerThank you for the feedback.
Checking our records we were able to determine that your vehicle did have one recall which we completed during your visit. There are no open recalls on your car at this time. Hyundai has extended the warranty on certain components of your vehicle and you can always check for recalls in the future at www.safercar.gov or www.myhyundai.com or by contact Hyundai consumer affairs at 800-633-5151.
We apologize for your previous bad experience, but you are welcome to contact me directly in the future if you need assistance with your car.
Michael Southern
Service Manager
Verified CustomerThank you for the feedback.
10 minutes is pretty impressive for sure. We're going to work on helping you feel better than just neutral about our service here and we'll look forward to seeing you again next visit.
Michael Southern
Service Manager
Thank you for letting us investigate and resolve your concerns following your last service.
We are glad we could help and we look forward to seeing you again next visit. Thank you for choosing us to be your dealer for sales and service and we look forward to being here for you for all the years and miles ahead.
Michael Southern
Service Managaer
Verified CustomerHow frustrating, we're sorry.
On Saturday, when the car was towed in we treated your concerns as an "all-hands-on-deck" situation. Although we were booked solid, we made sure to dispatch your Santa Fe to one of our Platinum Hyundai Technicians. While we could not replicate your concern as stated, we did find a possible cause which we corrected and then test drove the vehicle an additional 7 miles in an effort to replicate the condition after our work.
Key parts of the diagnosis process involve replicating and isolating an issue so corrections can be confirmed afterwards. We did our best given the circumstances and we'll work with you to find an ultimate solution during your already scheduled appointment next Thursday.
We share your frustrations with the results of the last visit but there was no lack of effort or intent on our side and we will continue to give your concerns all of the care and consideration we can until it is resolved.
We look forward to driving with you so you can demonstrate how and when the issue occurs so we can know when it has been resolved.
See you on Thursday.
Michael Southern
Service Manager
Verified CustomerThank you for the feedback Norris.
Many years, many Hyundais, we certainly do respect you and we're sorry this visit did not meet your expectations. I will reach out directly to review your concerns.
Michael Southern
Service Manager
Verified CustomerThank you for your feedback.
Dead batteries always happen at the worst time. We're glad that we could work you in so you could get back on the road swiftly. Thank you for choosing us and we look forward to serving you again.
Michael Southern
Service Manager
Verified CustomerThank you for the positive review.
We are glad to be your Genesis dealer and we look forward to serving you again.
Michael Southern
Service Manager
Verified CustomerWe are certainly sorry your windshield cracked.
Most often this would be a rock chip from driving really anywhere in our area. Perhaps there was extra strain on the chip while the car was on the service rack, perhaps the cool water from our car wash aggravated it.
We'll help you coordinate with your insurance for replacement and again, we're very sorry this happened during your visit here.
Michael Southern
Service Manager
Verified CustomerThank you for your feedback.
We strive for great, sometimes we have to settle for ok. We are glad you like our waiting area and we hope we do better by you next visit.
Michael Southern
Service Manager
Verified CustomerThank you for your comments.
We're sorry your first visit too 'way too long' we do generally plan for 45minutes to 1 hour on our Car Care Express services which includes the oil and filter change and multipoint inspection. We also offer a compimentary wash which can add a few minutes after the service is complete.
We took 59 minutes this visit in and out of the shop, and we do hope your next visit is closer to our 45 minute benchmark.
Michael Southern
Service Manager
Verified CustomerThank you for the feedback.
You are welcome to contact me directly, I know our detail department did what they could to remove the stains on your seats, if you would like a better outcome we could refer you to an automotive upholstery restoration company to see what solutions they may have.
Michael Southern
Service Manager
Verified CustomerThank you for the feedback and the positive review.
The software update for your Elanra coupe did require us to connect the car to a tablet to peform the update and the port the tablet attaches to is tucked into the fusebox. While the door pocket is a fine place to store the fusebox cover during the update, it should have been reinstalled when the update was complete.
We are sorry this went unnoticed but the tablet does confirm the software update was completed on your car. We will review your concern at our next technician meeting and we appreciate you bringing this to our attention.
We have been happy to be your dealership these many years and miles and we look forward to serving you again. We'll look forward to making this up to you on your next visit.
Michael Southern
Service Manager
Verified CustomerThank you for the feedback and we're glad the service portion was excellent.
Getting a rental car during Phoenix Open/Auction season is a challenge, still we never expect it to take as long as it did this visit.
We are happy to be your dealership for both your Hyundais and we look forward to serving you again.
Michael Southern
Service Manager
Verified CustomerThank you for the candid review.
Certainly we will make arrangements for another advisor for you on future visits. Wile it may be true that your Elantra doesn't have power steering fluid (it is a much more sophisticated system), we should be able to review your concerns without seeming arrogant or condescending.
Please accept our apologies and feel welcome to reach out to me directly in the future.
Michael Southern
Service Manager
Verified CustomerThank you Susan.
We appreciate the opportunity to make up for your underwhelming first visit and we are going to come up with a final solution for you. Thank you for taking the time to share your concerns with me today and we do look forward to helping you better in the future.
Michael Southern
Service Manager
Verified CustomerThank you Michael for the feedback.
When you scheduled your appointment online you chose the advisor you worked with. Most of our customers choose to work with one advisor throughout thier ownership so there is one person who understands their vehicle and needs. I am sure if we know when you are coming to pick up your vehicle we can better accomodate you but whent the appointment was set online, the indication was that you would pick it up at the end of the day. Again, truly sorry and under most circumstances it does not take so long to pick up y our vehicle after service.
You noted that we did not address a 'recall' and that you need to come back. There are no open recalls on your vehicle. You can always call us to ask or check www.safercar.gov for more information.
Again, we are sorry for the break down in communication of when you intended to pick up the vehicle, this was a simple visit and in the future if you let our advisor know that you will be in a hurry when you pick up, we can make arrangments for payment by phone or at the time of drop off to expedite your pick up times.
Michael Southern
Service Manager
Verified CustomerCertainly not what we would expect.
We will look into this further, thank you for letting us know and we will find a solution.
Michael Southern
Service Manager
I am glad we were able to sort out the shortcomings from your last service visit.
Thank you for letting us make it right and we look forward to making it all up to you in the future.
Michael Southern
Service Manager
Verified CustomerThank you for your feedback.
We are glad we were able to find a temporary solution for your concern and we will continue to work with the manufacturer to find a permanent solution. We are glad to be your dealershp and we look forward to finding a final resolution with you.
Michael Southern
Service Manager
Verified CustomerHi Lillian,
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 you may have.
Thank you,
Verified CustomerThank you for the positive review.
We are happy to be your Hyundai dealer and we look foward to serving you again.
Michael Southern
Service Manager
