Thank you again.
Saturdays do tend to be busy and it would be the day we would be least likely to recommend walking in without an appointment.
Still, we will always do our best, but we will give priority to vehicles with an existing appointment.
I am glad we were able to get your vehicle done on a Saturday without an appointment, but if Saturdays will be the best day for you please call us or let us or schedule online ahead of time so we can better serve you.
Michael Southern
Service Manager
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
Thank you for your comments.
We are sorry our car wash did not meet your expectations. We have noted your "raincheck" and of course you are welcome to return any time and we will take care of that for you.
Michael Southern
Service Manager
Regis,
We are sorry this was not your best visit to our store. There were some misunderstandings both when you worked with Ricardo and when you and I reviewed your concerns.
We are sorry you did not accept our goodwill gesture to replace your chin spoiler. We will provide you with a referal to another Hyundai dealer for future concerns.
Michael Southern
Service Manager
Regis,
Thank you again for allowing us to make this right. We deeply appreciate your forgiveness and we are all glad to put this unfortunate incident behind us.
We are thankful for your family's loyalty over the years and we look forward to being here for you for all the years and miles ahead.
Thank you for the gracious second chance.
Very truly yours,
Michael Southern
Service Managaer
We share your frustration and please know that we are working hard to resolve your concern.
Know also that we employ the very best Hyundai technicians in the Valley and we will continue working with you to find a final solution.
Ricardo Garcia
Assistant Service Manager
Ajay,
I am glad we were able to re-address your concern and I appreciate you taking the time to drive and evaluate your car with me.
We are 100% committed to taking care of you and your car and we look forward to being here for you for all the years and miles ahead.
We were here for you now and we will be here for you going foward.
Michael Southern
Service Manager
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
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
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
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
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