STEVE CHOUINARD

I am so sorry you had to go through this. Give me a call and let me know what I can do to make this right. We very rarely get defective parts but it does happen usually my techs catch it. I know your time is valueable please let me know what I can do for you.

Feel free to call me 

Steve Chouinard

Service Manager

Good Afternoon,

Just doing a follow up email to the bad survey I recieved.

I was your service advisor that day and to my understanding you came in for 2 concerns 1)THE CHECK ENGINE LIGHT WAS ON AND 2) AN OIL CHANGE.

I know your car needed a long list of items to bring it up to 100% but I am unsure where we wasted your money?

The oil change was requested by you and needed.

The check engine light was on and we diagnosed it at the fee charged to every customer with a check engine light on which is 110.00

We inspected the car which needed some work done on it. And you didnt have the work done so I am unsure on what we charged you for that you were unhappy with... I try to treat every customer with 100% respect you said in your review that "In the advisors words the car was junk" I would never ever say that to a customer. Not sure what I can do at this point to make anything better or to make you feel any differently but whatever it was that gave you a negative feeling about the visit I do appologize for. I try to do my best at expressing to customers whats item are safety related and need attention promptly and what items can wait but I'd never call a customers car junk and your car is far from something id consider junk.

Please give me an oppertunity to make this right.

-Steve Chouinard

860-489-0471

Janet, 

I am very sorry you were unsatisfied with your current visit here and after looking at your file you are 100% correct and should not have been charged for that service as it should have been free. I did not realize you just bought the car recently and sales failed to inform me of your 3 years service plan. I will make this right given another oppertunity. We sometimes dont have your service plans in our system so the best way to make sure you are not charged is to inform the service advisor at the time of drop off. Also Im not sure what was wrong with the headlight as I had your appointment in my computer as an Oil Change. I will honor your free oil changes for one additional service to make up for the one you were charged for or provide a refund whichever you prefer. If ever you have a problem with the service here please give us a call and we can make it right at the time of pick up. 860-489-0471 I would like to make this right for you and to make your time in the service drive a good one. I would have corrected this before you left the building had I known and for that I am very sorry

-Steve Chouinard

Service Advisor

Alfano's Torrington Hyundai

If theres anything I can do that you make you consider a rescore on my survey please let me know as a score of 1 is a failing score 

Eloise,

Please contact me and bring the receipt from the other Hyundai dealer when you return from your trip.

Thank you,

Jon Sumner
860-489-0471

Thomas,

 I apologize again that your address was not updated during your recent visit. I have corrected your address in our database, and it has been corrected on the warranty claim submitted to Hyundai.

As offered, your next oil and filter service will be performed at no charge due to your recent dissatisfaction.

Hyundai will resend the survey and I hope we have earned the 5 stars with our resolution.

We value your business and look forward to servicing your Azera in the near future.

Regards,

Jon Sumner
Service Manager-Torrington Hyundai
860-489-0471

Thank you Mrs Brown for your review. Sorry there was so much confusion this is not a repair we have ever had to do before so it was all new to us and Hyundai. We were at the mercy of the glass company and their availability. Sorry it took so long. In regards to your loaner car there were none available I pulled one that was reserved for someone else to accommodate you. If you would like to discuss further please call me 860-489-0471....  

Good Afternoon Mr. R, 

The type of service you received is not typical of what we do here and I'm shocked at what took place. I'm not going to make any excuses as I also would be angry. These type of issues should not happen. I've spoken with both the service advisor (SC) and oil technician (LG) and I'm confident this will not occur again. I hate when things like this take place as its just not that difficult to do a great job on a service visit. On your next visit please accept a complimentary oil change on me (I noted same on our customer file) as well as a vacuum and wash. Having said that (And it is a requirement in our Hyundai process) and in an effort to keep the service advisor (SC) on a confident path to excellent service, I'm sending you a rescore survey. If you find it appropriate to re-score him a 5 and definitely will return, he will recive an overall score of 3.5 which is still a failure but will assist me in our training. Once again, I apologize for the crappy service.  On your next visit please introduce yourself to me. 

Thank you for your time and enjoy your week,      
John M
Service Manager

Good Morning Ms. D,  I apologize for the long service appt you had regarding your oil change and tire rotation.  I investigated and found that our air compressor which operates our air guns for changing tires had broke down and was just about operating. Having said that, someone should have come out to you and explained the situation. I again apologize for that and be assured it will not happen again. I would like to offer you a complimentary oil change on your next oil change and when you stop in please ask for me so I can introduce myself.  Now Steve C. was your advisor and he gets rated on customer surveys. If you would be so kind as to complete a rescore of your survey we would greatly appreciate it.  Steve aims for 5 Star service and although you didn't receive it (due to our breakdown) please take this into consideration when rescoring the survey. A 5 puts Steve back in good standing. 

Thank you, 
John Mendela 
Service Manager   

Good Morning Ms. D, 

Steve's re-score is time sensitive, so if you could re-score or let us know you will not be re-scoring, we'd greatly appreciate it. 

Happy Easter, 
Your Torrington Hyundai Service Team 

Good Morning Mr. W, I apologize for the mis-communication regarding the type of oil used. I guess we should have reviewed your files and from now on we will know. The survey you completed directly impacts Steve C., so if you would be kind enough to rescore the survey (He strives for 5 stars) it would be greatly appreciated. 
Thank you, 
Your Torrington Hyundai Service Team 

I know you were displeased with the fact that Non syn oil was used. I did put a note in your file to avoid this from happening in the future. You are a great customer and I am so sorry this took place I hope I made things right by you.

-Steve Chouinard

(Also, I sent you a request to rescore the survey as a 2 star survey is not something I strive for. I am hoping that my willingness to try to make it right and correct my wrong, did just that. If you feel it did and could rescore the survey that would be awesome!!!

Thanks!

Good Morning,  As Steve's scoring is time sensitive, if you would please respond either way we would greatly appreciate it.   We would be very grateful for a re-score. 

Thank you. 

Good Morning, Thank you very much for the re-score. It makes as world of difference. 

Happy Easter, 
 

Good Morning,

Not really sure what to say here, this was my first time I was dealing with your daughter. And I treated her with the same respect I treat all my customers with. Please reach out to me and let me know what I did wrong. Maybe you had a bad experiance here before but never with me.

-Steve Chouinard
 Service Advisor

Good morning,

Just wanted to inform you that we do have a back up tablet, however that was not the issue there was a connection issue on the web with the site that we use that is out of our control. Id like a chance to make this right with you as I do value the time you lost.
860-489-0471 call me see what we can work out

Steve C

Good Morning, 

This is Steve your Service Advisor that day. I have talked with the tech and brought this to my managers attention. He gave me the power to offer you a cabin filter at no charge for your wasted trip. Im very sorry you had this happen to you and would like you to reconsider your low score review and allow us the chance to make it right. This is not something that happens here often, and we would like you not to hold this one instance over us as we will do whatever it takes to keep you happy... Please let me know if there is anything I can do to make you reconsider and rescore this review as the low score does not effect the tech that made this error it only effects me. Again if you have anything you need or want please contact me and I look foward to making this right with you.

I have attached a form to rescore. If you can find it in your heart to reconsider the score I would appreciate it.

-Steve Chouinard

Thank you for your feedback we will be in touch.

Thank you for your review. I'm very sorry it took over an hour. We advertise all oil changes with the free multi point inspection take up to an hour it even says that on our coupons. In regards to the price you paid $8.00 less this visit than your last visit. Normal price with tax is $43.50 you paid $35.50. Again I'm sorry for the delay and I would like to offer you a free oil and filter change when your ready. Thank you for your business. If you would like to discuss this further my number is 860-489-0471.

Thank you Elizabeth for your review. I pulled your file and spoke with your tech the tire pressures were all low we adjusted them to 33 psi and light went off.  If the light returns that means you have a tire leak. Call for appt 860-489-0471. 

Thank you Nancy for your review. Hopefully next vist we will have earned a five star rating. 

Thank you for your review. Sorry about your service visit. I have a feeling he checked the wrong tire being the screw was so obvious. I have spoken to the tech about this. I do apoligize for missing that repair.

Good Evening Mr. E, (We don't use names for security purposes)

It's disappoiting to see we fell short of providing excellent customer service. Our advisors are rated on 5 Star service and your survey indicates we did not even come close to that. Be assured, we will be addressing those issues you highlighted.  Having said that, your advisor would appreciate it if you would give us another opportunity to succeed on your next visit. He is rated on 5 Star's and anything less is a failure. I'm sure your next visit will be different.  

Enjoy your evening,

Your Torrington Hyundai Service Team   

Good Afternoon Mr. E

As per our conversation earlier I have sent you a request to rescore your survey. Please mark 5 stars if you can as they will take an average of the 2 scores. So with a 3 star thats rescored a 5 it becomes a 4. Thanks so much for your understanding!

-Steve Chouinard
Torrington Hyundai

Good Morning Mr. E. 
   Just wondering if you recieved my request to rescore?
-Steve Chouinard

Good Morning Mr. M, I apologize fort the errors you mention below. There is no excuse for these type of things. On your next visit please ask for the service manager....I'd like to introduce myself and ensure you receive 5 Star service. Having said that, Steve is rated on his performance. I spoke with him about your concerns and this will not happen again. If you'd be kind enough to re-score/re=survey Steve keeping in mind he needs 5 Stars and a yes recommendation to meet acceptability stanards, he'd greatly appreciate it. Again, I apologize for the errors. 
Thank you, 
Your Torrington Hyundai Service Team 

Good after noon I was your service advisor that day and the tech brought me right over to see that you marker blub was out and it was indeed out. Marker bulbs are the that illuminate your lic. plate. Let me know what can be done to make this right for you

-Steve