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 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....
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 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.
Thank you for being a great customer Mr. Z!
Enjoy your week,
Your Torrington Hyundai Service Team
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,
Not sure what was not addressed on your visit but if you would like to discuss it in detail we can do just that.
860-489-0471
-Steven Chouinard
Good Morning Mr. S, (We don't use names for security purposes)
This is John Mendela and I'm the operations manager that over sees our Service Dept. Firstly, I see Steve responded to your survey. Secondly, I reviewed your file and spoke with the technician/parts manager and confirmed your vehicle was in fact
diagnosed properly and repaired to specifications. Regarding the odometer; the techincian drove it for over one (1) mile. The ***58 to ***59 reflects properly but please note the tenths on the odometer reflect over the mile road test. The tech. that worked on your car is a certified Hyundai "A" tech and his integrity is top notch. Please feel freew to contact me should you have any otheer questions/concerns.
Thank you,
John
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
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 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
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 for your feedback we will be in touch.
Thank you Diana for your review. Have a great day.
Thank you Lawrence for your review. Happy to have you aboard.
Thank you Thomas for your review. Have a great holiday.
Thank you Terri for your review. Have a great weekend.