Verified Customer
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
Verified Customer
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
Verified Customer
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
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
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
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
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
Thnak you very much for your business, we look forward to see you and taking care of your vehicle.
Verified Customer
We are sorry your Equus has not been all that you expected.
We remain here for you when you need us, and we will be pleased to serve you again.
Michael Southern
Service Manager
Verified Customer
How concerning!
Please come right back in so we can correct this. It is beyond unusual to leave bolts out, but we'll do whatever we must to make this right.
Michael Southern
Service Manager
We are glad this was sorted out and we look forward to making it up to you next time.
Thank you for choosing us, we are happy to be your dealership.
Michael Southern
Service Manager
Verified Customer
We are sorry to hear you have such a poor impression of our service department and organization.
While we persist in our efforts to improve our service, we wish you luck finding whatever it is that you are looking for elsewhere.
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 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
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
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 Carlos for the feedback.
We share your frustration over parts availability - Ricardo will stay with it though and we promise to get your Equus sorted for you as soon as possible. We are happy to be your dealer and we look forward to being here for you for all the years and miles ahead.
Michael Southern
Service Manager
Verified Customer
