ReScore Reviews™ (64)
As much as we want dealerships to be as fast as possible, I want to know that my car is getting the best service- which means taking the time to properly assess my car needs and correct the issue. That’s Quality, being able to assess my car needs in a timely manner at the same time have a waiting room and snacks for my convince. That’s Quality service! Thank you Hyundai team!
Thank you for your responce on your survey. I apologize if the service took longer than you had thought, Saturdays are always our heavy day and we strive to make repairs as quickly and timely as possible. If possible, could you explain where there may have been a break down in communication, as on Saturday, like any Saturday, I refrain from promise times due to work load and staffing. Anytime a customer arrives to pick up their vehicle, I strive to make the check out process as quick as possible and I go over the repairs and the multipoint inspection as Idid with you. I strive to provide the best customer service experience that I can and if your expectations were not met, I deeply regret not meeting those expecttions. The survey is my personal report card here in the field to help me and Werner Hyundai understand how we can meet your expectations in the future. I do look forward to assisting you in the future and I will work hard to meet your expectations and provide professional and timely service in the future.
Good Morning Ms. Johnson,
We are in receipt of your recent survey you filled out regarding your last service visit. We would like to apologize for not meeting your expectations during your visit. Unfortunately, we are all dealt situations that are out of our control and we try and do our best to overcome them as they occur. When we have situations arise, we take these events and use them to coach our associates and to dissect our processes to make it better for all our patrons who use our facility for service and part purchases.
After investigating your situation, you had both headlamp assemblies replaced on your vehicle. This is not a simple task and does require some time to accomplish the replacement safely and effectively without creating any damage to the surrounding parts. We look for this type of operation to be completed in approximately 45 minutes per headlamp assembly in an average setting. This time can vary depending on the technician’s level of experience. Not that he/she is incapable of the operation but, more of the speed in which the task is performed.
Saturday is a day when we have only half a staff so the other half of our associates are able to enjoy family and personal time. As a result, this can add slightly to the time associated to any repair that may be performed on Saturdays. We also encountered an unexpected absents of our cashier and struggled to be able to reach a replacement for the day. We apologize for the delay in getting your vehicle completed in a more expeditious manner and the paperwork completed as well. We do strive to ensure we complete our repairs and services correctly the first time eliminating the need to return for the same repair.
I have interviewed your service advisor and reviewed your repair order for the times the vehicle was here. If you still feel that your service advisor was the problem in getting your vehicle completed more promptly, we understand. If not, please take a moment and use the rescore opportunity he has sent you. This is his personal report card to corporate and the owners.
Thank you for your patronage and we look forward to you visiting us again in the future for all your automotive needs.
Gary Atkinson, Service and Parts Director, Werner Hyundai