Verified Customer
We are sorry you feel your service visit took too long.
Generally our Car Care Express service can do oil changes and more in under 1 hour. Two hours is far outside all of our expectations.
I have reviewed all of the repair orders from the day of your visit to see if I could learn what happened. Unfortunately, I cannot find any repair orders for oil changes that day that actually took the amount of time you describe.
I hope you will contact me directly so we can learn how and where we let you down so we can improve our service going forward.
Even the negative feedback we appReciate as it helps us grow. We are sorry that your visit did not go as planned but we would like the opportunity to make it up to you in the future.
Michael Southern
Service Manager
Verified Customer
Thanks for the positive review.
Michael Southern
Service Manager
Verified Customer
Thank you for your feedback.
Our sister store in Gilbert is of course happy to help, but if you do need our help in the future please feel free to contact me directly.
Michael Southern
Service Manager
Verified Customer
After all this time, we are sorry this visit did not go as well as planned.
We'll reach out to make sure we've address all your concerns and we will certainly try to make this one up to you next visit.
Michael Southern
Service Manager
Verified Customer
Thank you for taking the time to share your impressions, we're glad your service writer Ricardo was professional and courteous during your visit.
Our owners have the right to expect only Hyundai Genuine Parts are installed by our dealership. Use of parts not purchased directly from Hyundai for the repair of our vehicles may negatively affect the vehicle's safety and operation. As a Hyundai dealer, we only install Hyundai approved original equipment parts to protect our customers.
It has always been the case that someone, somewhere, will do a job cheaper, especially if using "alternative" parts and fluids.
We did not invent the saying that you get what you pay for, but we have been on the correcting end of work done by others often enough to know that the saying has merit.
There is undoubtably additional value in having the correct parts and fluids used on your vehicle, ensuring your safety and protecting your investment.
Despite your comments neither manufacturers nor dealerships are in the business of 'ripping people off.' The service technicians who have dedicated themselves to one manufacturer are committed to being the most knowledgable, best trained, and most competent technicians to have working on your car.
There will always be cheaper, our customers prefer correct.
Michael Southern
Service Manager
Verified Customer
We are sorry about your tire.
Flat tires always seem to happen at the worst times. If we had noted a significant disparity in the amount of air in any of your tires we would have certainly advised you to leave the vehicle and inspected it further.
In the future, Hyundai roadside assistance is available 24 hours a day, 7 days a week. So if you ever do have a flat tire let them bring your vehicle in for you so you are not forced to drive on it.
We strive to provide excellent customer service and we do wish we could have helped you not drive on your tire until it was no longer repairable. Please use roadside assistance if you have a future incident of this nature.
Michael Southern
Service Manager
We do apologize for the initial difficulties you experienced at Earnhardt Hyundai North Scottsdale, but I’m glad to hear that things have been smoothed over by Michael and Ricardo. It is imperative to us that we make a positive experience for our guests. Please let us know if there's any other automotive need we can assist you.
Michael Southern
Service Manager
Verified Customer
We agree.
Batteries usually are done with our Car Care Express service, we can do batteries and more while you wait. When you dropped off the car and left it, we worked it into the schedule when there were no other vehicles and customer service who had appointments waiting.
Our advisor did explain our shop load and your vehicle was ready when we promised. Your battery was done in less than 30 minutes, and delivered on time, it may be a little unfair to say it took four and a half hours, four and a half hours is when YOU said you would be back to pick up your car.
Batteries never fail at a good time, and we the circumstances had been different on your visit. Maybe next time your battery fails we'll be a little less busy, or you will stay with your car and we'll do our best to get you back on the road faster.
Michael Southern
Service Manager
Verified Customer
Thank you for the feedback.
Generally we try very hard to find the balance between diagonsising the car correctly while respecting your schedule. Your car went in to the first available qualified technician. We understand the trust you place in us when you give us your car and we truly do everything we can to complete repairs quickly. It is always difficult to predict how long diagnosis will take, but please know we really do respect your time and work hard to get your car back to you without delay.
Michael Southern
Service Manager
Verified Customer
We are sorry that you've rated your visit as poor.
We strive to provide all of our customers with the very best service and experience possible. If you have concerns that I could help address, please contact me directly.
Michael Southern
Service Manager
480-368-6730
Verified Customer
Thank you for particpating the SureCritic review process.
Exciting and routine car maintenance do not often find themselves in the same sentence. However, while not exciting, we do hope your service was complete. Perhaps we can find some way to make your next visit more "exciting".
Michael Southern
Service Manager
Verified Customer
We share your frustration.
You did make it clear there was nothing we could do to assuage your feelings towards our store, so we thought the offer of a referral to another dealership may best meet your expectations.
Michael Southern
Service Manager
Verified Customer
We are certainly disappointed to hear you feel this way after your service.
We do take your safety seriously and while you could certainly have risked waiting another oil change interval to replace your brakes, our recommendation, especially with a road trip coming up, would be to replace the brakes when we did. At 75,000 miles you had achieved fanstatic wear out of the original brakes, and we will hope you achieve similar wear from the replacement brake pads we installed.
Our recommendations do not vary based on gender. In 2016 women are just as likely, or more likley to be the decision makers for vehicle maintenance. You have described a very outdated stereo-type. We do not treat women any differently than we treat men. Our service recommendations were based on the vehicle only. Your brakes were at the end of thier service life and our recommendation was for your safety and peace of mind on your road trip.
If you ever have questions before, during, or after your service, you are welcome to ask any of us and we will work with you to find a solution.
Michael Southern
Service Manager
Verified Customer
Thank you for the feedback Kathleen.
Generally and oil and filter change with a multipoint inspection plus a car wash should take an hour to an hour and a half depending on the time of day. Without a wash we are generally under 1 hour. We're sorrynthismvisit took longer than normal and we will make arrangements to get you a new sticker.
We will make a note on your file that we owe you a speedier visit next time and we look forward to the chance to make this up to you.
Michael Southern
Service Manager
Verified Customer
Thank you for the 5-star review.
I am glad we had the chance to talk about this and come up with a solution. It is likely that since you drive up from Tucson to service your vehicle our local coupons don't reach you in Tucson.
Going forward you are welcome to bring your Jim Click coupons and we can compare them to our local coupons to get you all the discounts you deserve. We really do appreciate you driving up from Tucson and we'll make sure you know that when you come.
Michael Southern
Service Manager
Verified Customer
Flat tires never happen at a good time.
If we could have repaired the tire for you, we would have of course. Unfortunately when the puncture is that close to the side wall, it cannot be safely patched.
Although the tire was only a little over 6 months old, no tire is indestructible and punctures like you experienced are simply outside the manufacturer's (or the dealer's) control.
We will always work with you; we've had a long relationship and the frustration of needing a new tire notwithstanding, we are still your dealership and you know we'll be here for you in the future when you need us.
Michael Southern
Service Manager
Verified Customer
Thank you for the excellent review and recommendation for Ricardo Garcia your advisor.
We are happy to be your Hyundai dealer and we look forward to serving you again.
Michael Southern
Service Manager
Verified Customer
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
Verified Customer
Thank you for the wonderful review.
We are happy to be your Hyundai dealer and we look forward to being here for you for all the years and miles ahead.
Michael Southern
Service Manager
Verified Customer
Thank you for the awesome review and recommendation for Ricardo Garcia your advisor.
We are happy to be your Hyundai dealer and we look forward to serving you again.
Michael Southern
Service Manager
Verified Customer
Thank you Terry for the amazing review and recommendation for Ricardo Garcia your advisor.
We are happy to be your Hyundai dealer and we look forward to serving you again.
Michael Southern
Service Manager
