Clay Cooley Hyundai Of Rockwall

I would like to thank you for taking the time to talk to me today about your recent service experience and how in the future we can improve our customer service. We use these surveys in every aspect to help improve your service experience and provide our customers with a 5 star experience on every visit every time. Please feel free to reach out to me directly if your vehicle is functioning in a less than normal manner and we will address it with as little inconvenience to you as possible.

I would like to thank you for your kind words about my team member Sam and your 5 star review. We always strive to provide a 5 star experience on every visit every time.

We strive to provide a pleasant 5 Star experience to every customer every time, I'm glad we met your expectations on your visit. I'm very sorry to hear your vehicle is not repaired. I appreciate you taking the time to speak we me today and hopefully we can resolve this situation to your satisfaction when you come in tomorrow.

Paul, I would like to apologize for you recent service e experience and also taking the time to speak with me this morning. I understand your frustration not getting the vehicle back like it was when you dropped it off. I also assure you this type of work is not what we do here nor will it be tolerated from my employees. Our goal is to provide excellent service to every customer on every visit. Again thank you for taking the time to speak with me and I look forward to seeing you on your next service visit.

I have been trying to reach out to you to discuss your recent service experience. I would like to talk to you and see what I can do to resolve any concern or any issues you have experienced. Please feel free to call me at 972-722-6365. 

Thank you,

I wanted to thank y ou for taking the time to speak with me today about you recent service visit. Your feedback will help us improve in the future and we appreciate you coming to our dealership. Making our customers happy is always our priority.

 

William, I would like to take the time to thank you for speaking with me today on your daughters recent service visit. I can assure you our mission goal is to provide a "5 Star" experience every time. I apologize where we fell short, but again thank you for speaking with me and resolving any issues you experienced.

Janice I want to thank you for taking the time out today to speak with me about your recent service experience and where we fell short in meeting your expectations. I want to assure that your feedback is vital in helping us to improve in areas where we do fall short. As we spoke on your next service we will meet and exceed your expectations of our service department. Again thank you for your time.

Regards,
Sam Macababbad

Ms. Younger my name is Steve Bentley and I am the NEW Service Director here at Hyundai of Rockwall and first of all let me welcome you to our dealership and also let me apologize where we fell short of receiving your 5 STAR SCORE. I have tried multiple times to reach you to speak to you about your recent survey and to see what I personally can do to resolve this to your satisfaction. Please feel free to call me at 972-722-6428 to discuss the matter at hand and again see what I can do to resolve your concerns. I look foward to speaking to you.
Thank you,
Steve Bentley-Service Director

Ms. Clark I want to thank you for taking the time out today to speak with me about your recent service experience and where we fell short in meeting your expectations. I want to assure that your feedback is vital in helping us to improve in areas where we do fall short. As we spoke on your next service we will meet and exceed your expectations of our service department. Again thank you for your time.

Regards,
Steve Bentley-Service Director

Michael, my name is Steve Bentley, I amd the NEW Service Director here at Hyundai and i have called you to help get the chip issue resolved. Please feel free to call my direct phone at 214-755-5805. I would love the oppertunity to get this issue resloved for you. I apologize for any inconvenience this has caused you but I assure I will get this resolved for you to your satisfaction.
Thank you,
Steve Bentley-Service Director

Ms. Stavinoha, Thank you for taking the time to speak with me today and setting up an appointment for getting the paint chip resolved to your satisfaction. I can assure all items will be addressed when the vehicle arrives Wednesday.
Thank you
Steve Bentley-Service Director

Mr.Channell, I want to thank you for taking the time to speak to me about your recent service experience. I am sure we will meet your expectations on your next service visit. Please feel free to bring your Entourage (HMA011031647 )in to redeem your free oil change on the next visit.
Thank you,
Steve Bentley-Service Director

Thank you for taking my phone call today. I appreciate you informing me of your issue with your wiper sprayer nozzel. As promised I ordered the part and I will call you as soon as the part arrives and then we will set up a time for you to come in . I apologize for the lack of follow up on our part but it will be taken care of for you .

Sincerely,
Selby Fuller
Service Manager

Mrs B,

You and Mr B droppped your Santa Fe off that Saturday morning with Philip for an oil change and multi point inspection. The tech performed the multipoint inspection and brought the engine air filter and cabin filter to show how dirty they were he also said the rt rear brake lamp bulb was burnt out. At that point Philip looked to see what services were due at 72k ,after looking back in history on the previous services he found where the transmission service had never been performed and was recommened by Hyundai at 60k. He then made the phone call and spoke to Mr B about our findings and Philip explained about the items needed and if he wanted them replaced and serviced, Mr B approved the repairs and we performed all the services listed. Philip mentioned to me that when you arrived that your were upset at the repairs we made and Philip explained he went over them with Mr B and there was no problem.  I guess that Mr B did not talk to you about the repairs before you came to the dealership. You have always been a great customer to us and we would never compromise that with trying to sell you services of any kind that were not needed or if you did not want them performed. We look forward to continue to serve you in the future if you wish .   God Bless.

Sincerely,
Selby Fuller
Service Manager

Mrs Wait
I appreciate you being aloyal customer to us and want you to feel 100% comfortable bringing your car to our dealership knowing that we are going to do what we say. I had a meeting with Nathan and he explained the details with me . I truly apologize for the multi point inspection not performed properly.  I just had a 45 minute shop meeting with all my Techs going over all the fundamentals of the multi point inspection.  I thank you for giving us a second chance, someone else may not. Nathan does a great job for us and our customers ,I know he was embarrassed about what happened.  Thank you for allowing me to address the problem.  God Bless.    After speaking to Nathan he told me to resend the survey.

Sincerely,
Selby Fuller
Service Manager

Jeff,
Thank you for taking the time to complete our Service Survey and your comments.  This survey is a report card on our Service Department and your Service Advisor Phillip , not the sales Department. I know you and Phillip just finished talking on the phone and have evrything cleared up about the survey . However I am truly sorry about the situation in the sales department, I apologize. We will always be here to assist you with any service need. Philip is look for a 5 Star score and a YES on Recommend Service please.

Sincerely,

Selby Fuller
Service Manager

Deborah,

Thank you for taking the time to complete out service report card. I apologize for any miscommunication during your last visit here. I reviewed your repair order and found the error on credit of the two services that were not performed. the discount should have been 90.00. As per our conversation I am giving you credit for the 40.00 on your next scheduled service visit. i do not belive the calculation was malicious vs calculation error.   Thank you for speaking to me and we look forward to seeing you again.  God Bless.

Sincerely,

Selby Fuller
Service Manager

Thank you for taking my phone call and visiting with me about your Service Maintainence Contract you purchased. I agree with you that is does not fit your driving habits since you do not put on very many miles each year. As per our conversation I will contact you tomorrow with the phone number to the Contract Headquarters so you can see if it can be canceled. Thank you for your time visiting with me. 
God Bless. Looking for the 5 Stars.

Sincerely,
Selby Fuller
Service Manager

Thank you for your survey comments, I try to respond to each one and address any issue the customer may have. I would first like to apologize for the inconvience this may have caused you and the multiple times of the repairs not being complete. We  have no control of the body shop schedule, how many cars they are currently working on and how many cars they have appointments for. The insurance company gives an estimate on how long the job should take not taking in consideration of all the different variables involved. However we ( Phil) should have made a phone call to the body shop to get a realistic time frame on your repairs ( if he did not )  I agree it should not have taken the length of time that it did,nor should you have had to bring the car back multiple times. This service survey reflects on Phil not the body shop , if you would consider a rescore reflecting on how your were treated by him would be apprecitive. Not to take away your major concerns which I will address to the body shop manager.  We can only pray that you will return to Clay Cooley Hyundai and give us a second chance to redeem ourselves.  thank you for your time and God Bless.

Sincerely,

Selby Fuller
Service Manager
Clay Cooley Hyundai

I reviewed your service visit it looks like we sent your vehicle to wash after your service which caused the extended time for your service visit of aprox 1 hour. With the multi point inspection and oil change and car wash this about how long all three services will take. In the future if you wish for a little sooner return we can save the car wash for future visits, just let your advisor know at time of write up. We value your business and look foward to servicing your future needs.