PAUL WICHER

Anil, 

I'm sorry to hear that you didn't have a better than great experience with us,  I would like the opportunity to see what will it take to make this right for you.  Please feel free to contact me on the information listed below.

Charles,

Thank you for your feedback, and I'm sorry that your vehicle was not washed before being returned to you.  I would like to offer you a detail on your vehicle at no cost to you, to show how important our customers are to us.  please feel free to contact me on the information below.  Thank you and hope to hear from soon.

Titus, 

I'm sorry to hear this, let look into this and I will get back to you shortly.

Shavaughnda, 

Thank you very much for your feedback and your for your business.

Laurie, 

Thank you very much for your feedback, and for choosing us for your service needs.

Carol, 

Thank you so much for your business and your feedback.

Marlive, 

I'm sorry that you less than great experience on your last visit, and you felt like you're a bother.  I will speak to your service advisor about this, because this not how I want our customers to feel when they come in, I want our customers to feel at home when they walk into our service department.  I'm really sorry, and I would like to ask if I could have a bit of your time to speak with you.  I would like opportunity restore our relationship with you and keep you as customer.  Please don't hesitate to contact me if there's anything I can do for you.  Once I do apologize for last service visit.  

Thank you so much for your feedback and we appreciate your business.

Charlotte, 

Thank you very much for choosing Northwest Hyundai for your service needs.

Jimmy, 

Thank you so much for being a loyal customer of ours here at Northwest Hyundai.

Henry, 

Thank you very much for your feedback and thank you for your business.

Veronica, 

Thank you very much for your feedback and for your business.

Aran, 

I'm sorry to hear that you had a sub par experience on last visit, rest assure that I will do what it takes to make this right for you, and I can tell this is not how I run my department.  I want all my customers to be treated the same across the broad, if you would please contact me to speak about your last visit, so I can use this as a teaching moment.  

Henry, 

Thank you very much for your feedback, and we appreciate your business. 

Carol,

Good morning, I'm so sorry you feel that we mistreated you, that's not what we do here.  Trust me we listen to our customers, but we can only try to repair an issue, if we're told about their concerns, if we're not told about an issue then we don't know what to look for.  Please feel free to contact me if there's anything I can do to make this right.

Hello Carol,

My name is Gabriel Deluc, I am the general manager with Northwest Hyundai. I'm reaching out in reference to your visit with our service department. First and foremost, I would like to thank you for taking the time to bring your experience to our attention. Our customer's feedback and the overall customer experience we provide is the most important factor by which I judge our performance. It seems that my team and I missed the mark in this instance. We missed it by country mile, Carol. 

I personally reviewed every aspect of your interaction with our team. I looked at the scope of work performed and wait time for work completion. I pulled the service advisor, technician, and service director aside in my office and reviewed your comments with them in detail. I noted the comments you made about the concerns you have with your car in comparison to the outcome. I also asked everyone that was present during your visit how they would feel if their mother, wife, or sister was treated this way at another dealer.

I'd like nothing more than to have the opportunity to speak with you briefly about your visit to reestablish our relationship and personally apologize for your less than perfect experience. Thank you for taking the time to let me know how we dropped the ball. I assure you that I have made this a teachable moment with our service staff in an effort to continually improve our dealership and the services we provide to our customers. Please feel free to call me at the dealership at your earliest convenience: (281) 894-5200.

I'll be sending you an email and text message if you prefer to communicate that way, Carol. Thank you for consideration. I certainly hope I get the opportunity to turn this interaction around.

All the best,
Gabriel Deluc

General Manager | Northwest Hyundai
e: gabriel@northwesthyundai.com
o: 281.894.5200