NORM ROSEN

We appreciate your feedback and we sorry for the confusion with our sales team.

You got your previous 2020 Santa Fe from us, and even though this 2021 one came from back east, we hope you will return to us for service with your 2022 wherever you get it. 

We promise we will pass on your concerns about the sales off to our sales management team and they should reach out to you directly.

We understand that this score was not related to our service team or the advisor and technician that took care of your servicing this visit, but we are one family and we're sorry our sales team has caused this disappointment.

Our service team will be here whenever you need us and we appreciate hearing from you about your concerns.

Michael Southern
Service Manager

We share your frustration with these repairs and we are sorry for your experience.

Hyundai originally became aware of the steering noise issue in Palisades in 2020 and in September of that year launched TSB 20-ST-003H-1 when you first brought you car in that was the service bulletin we were following and planning for to address your concern.  Between your first and second visit, Hyundai launched an additional service bulletin 21-ST-002H changing both the repair and the parts needed to effect that repair.  Those parts were under a severe supply constraint and backorder status.

Ultimately there entire repair process took much longer than any of us would want and did meet some very unusual circumstances which dragged it out even further.  Frustrating for all of us, and we really are sorry for our part in the whole affair.  

Michael Southern
Service Manager

Jay we are sorry this visit left you with such bad feelings.

None of us ever wants to be stranded and it is unfortunate that your starter failed outside the factory warranty. 

We'll share your comments with Hyundai.

Michael Southern
Service Manager 

Jessica,

We completely agree - this was not acceptable to any of us.

We reviewed your visit and we able to determine how this happened and our employee was disciplined in the severest manner.  We have always had a strict policy against smoking on the lot and there is absolutely no reason this should have happened to you or anyone.

My offer from our conversation yesterday remains, we would very much like to arrange to have your vehicle's air quality corrected with a non-chemical ionization procedure.  Additionally, we can promise this will not be an issue going forward.

We take our repsonsibillity to return your vheicle to you in better condition than it arrived seriously and we are so very sorry we let you down on this occasion, and know that we intend to make this right.

Very truly yours,

Michael Southern
Service Manager

Thank you Paul.

We will continue to investigate a resolution.

It has been our pleasure to be your Genesis dealer through multiple Genesis vehicles now and we are truly committed to your satisfaction.

Michael Southern
Service Manager

Welcome to Arizona and the land of the cracked windshields.

Domanick, ask most drivers here in Arizona and you'll learn it isn't a question of if, but rather when, drivers will get either a rock chip or a cracked windshield.  This is why auto insurers in Arizona are required to offer a "zero deductible" on glass, but while they are required to offer it, drivers are not required to buy it.  Still, we strongly recommend checking with your insurance agent to find out if you have this important coverage.

We don't think it is either of our faults that the windshield broke, but we agree 100% the chip you and our advisor discovered likely spread when the clean cold water in our car wash hit your windshield.

We'll be in touch to help fix this.  In the meantime, if you haven't already, get in touch with your insurance agent (and have your girlfriend get in touch with hers) because you'll discover that glass coverage is pretty important coverage for us here.

Michael Southern
Service Manager

Domanick,

I'm glad we could sort that out for you and please - make sure have glass coverage going forward.

We'll be here when you need us.

Michael Southern
Service Manager

We are sorry your visit did not go as planned.

When you requested this appointment, we truly had zero openings in our schedule.  However we were concerned your airbag light could be a safety issue and so we worked your car in on an emergency basis.  Although we had never seen you or your vehicle before, your advisor put you in line ahead of many of our existing customers.  Additionally, although your vehicle is now outside the warranty for the airbag system, he had your concern inspected at no charge to you.

It is sad that his efforts on your behalf were wasted.  Without a doubt we've been busier than usual here with both the heat and the monsoons rolling in;  as overbooked as we were, your advisor worked especially hard to free up a technician to have your car checked.   When you added an oil change request, he now needed both a technician and a vehicle lift, both of which were in short supply.

We are sorry this visit didn't work out the way any of us would have wanted.  Still, I will leave the invitation open, if you do find yourself in a spot where we could help, feel free to contact me directly to see if I can streamline your visit.

Your efforts to make it easier on us were not unappreciated.  Unfortunately we were just exceptionally busy and even your "emergency" appointment took longer than any of us would have hoped.

Michael Southern
Service Manager
480-368-6730

We are definitely not accustomed to receiving reviews like this, and we are certainly sorry you feel this way.

We will reach out directly to address your concerns.  

Our records only indicate that this was your first visit here in 90,000+ miles on your Santa Fe.  In addition to two older small recalls, we peformed extensive air conditioning and computer diagnosis all at no charge to you as a goodwill "Welcome to Earnhardt" gesture.

Our intention was to take extraordinary care of you, your vheicle, and your concerns.  We are sorry we missed the mark.  We will be in touch.

Michael Southern
Service Manager

We are very sorry to learn you feel this way about your recent experience. 

It is our goal to make sure every customer receives the best possible service. I've reached out to you privately to get additional feedback, and I can assure you we’ll do everything we can to resolve the matter.

Michael Southern
Service Manager

We are certainly sorry to hear your experiences are so differnet from most of our Genesis owners.

We have seen your car only 6 times in the last 4 years and usually for routine maintenance visits. 

On your last visit you made an emergency stop because the air stopped blowing in the car.  We expedited your vehicle through the shop and you were back on the road swiftly.

Of course to us this would seem like a very good outcome under the circumstances and we're sorry you do not feel the same.  I am here if you would like to discuss further.

Michael Southern
Service Manager

Thank you for the feedback.

I am sure Doug Biarko will make sure everything is resolved for you.    While your warranty covers repairs for defects in workmanship,or materials maintenance items are the responsibility of the owner.  We're here for you and we will always try to recommend appropriate services whenever you visit.  Since the 30,000 mile service is the first major service for your Santa Fe we wouldn't want to do it too early or too late.

We will trust Doug to clarify everything for you and if you ever have a question in the future please ask us right away.

Michael Southern
Service Manager

Sorry Peter, it is too hot outside to not have air conditioning.  

Obviously we were convinced we had fixed the AC and it was blowing cold when our technician signed off on the repair.  We would like to get you right back in and we will figure out the solution.

Contact any of us at your earliest convenience and we will get your air conditioning sorted out.

Michael Southern
Service Manager

Barabara, we are very sorry that there was confusion about the coverage of your maintenance plan during your recent 15,000 mile check up.

Always our goal is for a complete understanding of what you have purchased when you lease a vehicle from us.  Your maintenance plan does outline oil changes and tire rotations on a set schedule.  It does not however have an provision for other items which do not have a 'set' interval and are more dependent on driving habits and conditions (e.g. air filters and wipers).

We will contact you to review the contracts from your lease 2 years ago, as we absolutely want to clear up any misunderstandings you have at this time.

Again, please accept our apologies for the confusion regarding what services your plan covers.

Michael Southern
Service Manager

Chris,

Thank you for talking with me personally about this.

It takes special attention and effort to detail a black car, especially one with damage like yours had.  A reasonable person would agree the car came out much better than it came in; yet we are sorry we were unable to meet your expectations in this case. 

Michael Southern
Service Manager

John,

I am sorry for the problems ou experienced scheduling an appointment.  Whether you choose to call us, use your Bluelink(tm), or visit us at www.northscottsdalehyundai.com, we make every effort to accomodate your vehicle needs and schedule.  We do usually book our days full, so trying to schedule a same day appointment can be a challenge.  I can assure you though next time you call us, we will get you to an advisor right away.  We look forward to your next service visit with us.

If you have any concerns in the future, please call me directly.

Thanks,

Michael Southern
Service Manager
480-922-5200

Duleep we are very very sorry this was not the perfect visit we wanted you to have with us.

Over the past few months we've had waves of Covid go through our staff.  Saturdays are often our busiest days, so missing advisors and technicians will really take a toll.  Rather than cancel appointments for your advisor who was out, the rest of our team did their best to take care of all the previously scheduled appointments.  We know this appointment was scheduled well in advance, so cancelling the appointment, although easier on our staff and capacity, just did not seem like the right thing to do.

We've been servicing both of your Hyundais for a while now, and if you'll let us, we'd like to make this up to you when you service either vehicle next.  Our goal is always to deliver impeccable service, and we're sorry our limitations during your last visit made this too difficult to accomplish, but we're confident your next visit will be back to perfect.

Please accept our apologies and reach out to me directly when it is time to service either the Palisade or the Kona.  We are thankful to be your dealer and we appreciate your understanding during these difficult times.

Michael Southern
Service Manager

Wow - very sorry Steven.

Over the years we've enjoyed a pretty good relationship with Enterprise when we've needed them.  These days have been tougher, seems there aren't enough rental cars and not enough people at the agency either.  We know Norm is usually the best at coordinating your visits, and we know he must have thought it would have been much smoother than it was or else he would have rescheduled your visit.

We have too few choices for rental cars these days and we're sorry this visit did not go as planned.  The two star review will count against Norm which we don't think was your intention, but absolutely promise to share your frustration with Enterprise (not much we can do about it these days, but we'll let them know it is disappointing).

We'll look forward to Norm making this up to you on a future visit, he'll want to erase this review.


Michael Southern
Service Manager

Jean, we'd sure like to help.

Although we could not duplicate 'the noise' while we had your Santa Fe, we certainly believe your concern exists and we do want to solve it.  However, before we make any repair attempts we absolutely want to be able to duplicate the issue.   That way we can both isolate the cause and also know for certain that a repair has corrected it.  Any repairs based on a guess of what the cause could be could introduce yet another variable and make a complete solution that much more difficult to discover.

We absolutely want to work with you to solve this, and we will continue to reach out to coordinate follow up.

Michael Southern
Service Manager

Alan,

I cannot tell from this what your concern with your Equus is, but I certainly would like to invite you to contact me directly to see how we can help.

Michael Southern
Service Manager

Alan,

Thank you again for letting us make it right.  We are very happy to be your Equus dealer and we look forward to being here for you for all the years and miles ahead.

Michael Southern
Service Manager

Gregory we are sorry that every time you come you've had problems. 

That certainly is not the 5 star service we want to deliver from both our sales and our service teams.

You are welcome to contact me directly next time you're due and we'll see if we can't get ourselves back on the right track. 

We are sorry to have disappointed you.

Michael Southern
Service Manager